Will my dog receive a gift? All dogs will receive a Rosewood gift worth £12. Gifts won’t be wrapped to reduce unnecessary waste.

What date does the Santa Paws experience open and close? Between Thursday 28 and Friday 29 November, depending on the location. The last day will be Christmas Eve. Opening times vary per store.

Will my dog get to meet Santa? Yes, each dog will have some individual time with Santa.

Who are Eskimo Jo Events? John Lewis is working in partnership with Eskimo Jo Events to deliver their Santa experiences. You may see their company name when booking an event, or in any emails you receive.

How much do tickets cost? Tickets to the grotto cost £20 per dog (which includes a gift) and £15 per child – plus a 10% booking fee.

Why should I book in advance? We recommend that you pre-book tickets to avoid disappointment. Availability isn't guaranteed, and tickets sell quickly.

Will I receive a ticket once I've 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, you'll receive a refund. To protect you if you can no longer attend the event, we offer a comprehensive ticket refund promise policy as an additional option when purchasing your tickets.

Can we change the time or date of our booking? In exceptional circumstances, we can change the time or date to another available slot.

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

Are there toilets and baby change facilities? Yes, all our stores have parent rooms with baby changing facilities.

Is there wheelchair access? Yes, there's full disability access throughout the experience.

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