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FAQs / Help

Where is the Grotto?

The Grotto is situated towards the back of the Garden Centre, just next to our Grass Hoppers play area. Once you enter the main entrance, head towards the restaurant and turn left, heading outside, then you will find it. We have plenty of signs in place though which will help and our team will be able to help you.

What happens when I buy a ticket online?

Once your order is complete, you will be emailed your ticket which will contain a barcode and booking reference number. Present this ticket on arrival, or if you don’t have a printer, simply make a note of the Booking Reference Number. If you have a smartphone or tablet, you may also show your confirmation on screen.

I don't have a printer...

You do not have to print out the 8-digit booking reference – simply make a note of the Booking Reference Number and take it with you, coupled with some ID. If you have a smartphone, you may also show your confirmation on screen.

My ticket has not arrived - what should I do?

You will receive your automated ticket(s) by email immediately following a successful payment. If you do not receive your ticket(s) please call 0113 285 3506 or email enquiries@tonggardencentre.co.uk. We do encourage you to check your Junk Folder just in case.

Can I purchase a ticket in-store or on the day?

You can book in-store at Customer Services only. However, we strongly recommend booking prior to the day you want to visit as we can't guarantee session availability on the day. As we get closer to Christmas, due to popularity, sessions book up very quickly. We encourage you to book your session online in advance to avoid disappointment.

Is there an adult charge?

Each child grotto ticket booking has an allocation of two adults per child free of charge - all adults attending must have a valid ticket. Additional adult tickets can be purchased on the day for £2.50 each but is subject to availability on that session.  

Is there a limit to the amount of adult tickets I can bring?

A maximum of two adults per child ticket will be permitted free of charge and must have a valid ticket - for example a booking of two children can have a maximum of four adult tickets. Additional adult tickets can be purchased at the Grotto on the day for £2.50 each but is subject to availability on that session. For Health and Safety reasons we do have to limit the total number of adults permitted within a session and we are therefore unable to exceed this limit.

Do I have to pay for a baby to visit the grotto?

A baby ticket is optional for a child aged 12 months or less. If you choose to purchase a baby ticket, your baby will receive an age appropriate token gift from Santa and you will have the opportunity to take a photograph. This is available to purchase at half the price of a full child ticket.

How long does it last?

Each session lasts about 30 minutes and will start at specific times (this will be specified online when booking and on your ticket when booked). As each session can have others booked on it we will not be able to delay the start time so please ensure you allow plenty of time to travel and park, as we do get busy - particularly at weekends and during Christmas week.

Do you issue refunds?

Bookings are non-refundable and non-transferable. 

Can I cancel my booking?

Unfortunately once a booking has been made, tickets are non-refundable and non-transferable. 

I am running late and I have missed my slot, can I go on the next one?

Unfortunately bookings are non-refundable and non-transferable. We strongly urge you to allow adequate travel and parking time before visiting the Grotto, as we are also unable to delay the start time of any of our sessions. We allow capacity for 12 children on each session so therefore adding anyone else on last minute will impact on health and safety.

I booked a time slot but can't make it, can I change it?

Unfortunately bookings are non-refundable and non-transferable. 

Is there wheelchair access?

Yes we have suitable access. If you have any particular requirements please get in touch on 0113 285 3506 or you can email enquiries@tonggardencentre.co.uk.

Do you have anywhere I can leave my pram?

Yes, we have a pram park just next to the grotto entrance where we will have our team of elves who can assist and look after it for you.

How can I get in contact with you?

You can phone Tong Garden Centre on 0113 285 3506 or you can email enquiries@tonggardencentre.co.uk where you can speak to a member of the Customer Service Team.