Will my child receive a gift? Yes, all children will receive a plush elf toy worth £10. Gifts won’t be wrapped to reduce unnecessary waste.

When does the grotto open/close? 'Depending on location, the grottos will be open between 22 November – 25 November. The last day will be Christmas Eve. Opening times vary per store.

Will my child get to meet Santa? Yes, each family group will have an individual meet with  Santa.

Who is Eskimo Jo Events? John Lewis is working in partnership with Eskimo Jo Events to deliver Santa experiences for 2023. You may see their company details when booking an event, or in any email communication.

What age is the grotto suitable for? The grotto ‘Mission Christmas’ experience is recommended for children aged 2+, but children of all ages are welcome.

How much will my visit cost? Tickets to the grotto cost £20 per child (plus £2 booking fee) and £2 per adult (plus 20p booking fee).

Is there a charge for babies under 12 months? If you’re bringing a baby on their own or want your baby to receive a gift, you will need to pay the full child price. Babies under 12 months who are accompanying a paying sibling and do not need a gift are welcome free of charge and do not require a ticket.

Are there any dedicated inclusive sessions available?
Yes, relaxed sessions are available for anyone who might benefit from them, including disabled, neurodiverse or sensory sensitive children. These are adapted in a variety of ways, including reduced in-store noise. During relaxed sessions, our team will try to help everyone feel comfortable enough to talk, sing, dance and even shout out at any point during the experience - or to navigate it quietly if they prefer. Please note it's not possible to eliminate all noise so we recommend bringing ear defenders if this is something your child benefits from.  These sessions are highlighted in light blue and can be selected when you choose your time slot. If you’d like more information, please email tickets@eskimojoevents.co.uk.  If you’re unable to attend one of these sessions, please complete the special requirements section in the booking process and we’ll do everything we can to accommodate you. It won’t be possible to reduce noise in open sessions and the experience is likely to be busy at peak times. Relaxed inclusive sessions are on Sunday and Thursday mornings and Wednesday evenings.

Do you offer carers’ tickets? We offer registered carers one free ticket for each paying child who requires care. To make a booking that requires a free carer, please email our customer service team at tickets@eskimojoevents.co.uk. You’ll need to show proof of entitlement when you arrive.

Can I book a special needs group and school party visits? Please email tickets@eskimojoevents.co.uk to discuss your visit and any special requirements.

Why should I book in advance? We recommend that you pre-book tickets to avoid disappointment. Availability is not guaranteed and tickets sell quickly.

Will I receive a ticket once I have booked? Yes, you’ll be emailed an e-ticket. You can either print your ticket or show it on your mobile phone at the entrance to the experience.

Do you offer refunds? Unfortunately, we’re unable to refund unwanted tickets. If the event can’t go ahead, guests will be refunded. If you’re unwell, we’ll try our best to accommodate you at another time, subject to availability.

Can we change the time or date of our booking? In exceptional circumstances, we can change the time or date to another available slot, but please try to ensure your date and time are correct when purchasing.

When should I arrive? Please arrive no earlier than 5 minutes before your pre-booked time slot.

Where is the grotto located? The grotto is located on Floor 3 next to the toy department.

Where is the store? Please click here to view directions to the store.

Are there toilets and baby change facilities? All of our stores have parent rooms with baby changing facilities, please click here to view store-specific information.

Is there somewhere to leave buggies? There is an area to park your buggy at the event space. Buggies are left at the owner’s risk.

Is there access for wheelchairs? There is full disability access throughout the experience.

Can we bring food and drink into the experience? We ask that you please don’t eat or drink during the experience.

Have all staff been security checked according to government guidelines? Yes, all staff are checked to the relevant level for this experience.

Are dogs allowed? Unfortunately, dogs are not allowed to visit Santa’s grotto with a family booking. We do, however, offer dog-friendly sessions which can be booked here.