Frequently Asked Questions
Where is the entrance to Christmas at York Museum Gardens?
The entrance to the event is to the right hand side of York City Art Gallery in Exhibition Square, postcode YO1 7EW.
How long in advance of my ticketed time should I arrive?
Tickets are by timed entry so we suggest you arrive as close as possible to the entry time on your ticket and no more than 15 minutes before it.
What should do I when I get there?
If you have a pre-booked ticket in your hand, you may go through the entrance arch and your ticket will be scanned.
If you have a pre-booked ticket for collection, please visit the box office at the entrance to pick up tickets and then proceed through the entrance arch where your ticket will be scanned.
If you do not have a ticket, please purchase from our box office at the entrance.
How long will the visit take? Do I have to leave by a certain time?
You are welcome to take as long as you like, but at an average pace allow between 60 to 90 minutes for your visit. The event closes at approximately 9.30pm.
How long is the route?
Just under 2km of pathway, visitors should allow approx. 1hr for the trail.
Will children be able to visit Father Christmas?
Father Christmas will be in his bothy saying hello to people passing by. There will also be a letterbox where you can post letters to Father Christmas. Due to the large number of people expected, we cannot offer individual visits with Father Christmas at this time.
If I am delayed and miss my slot can I join a later slot?
We will accommodate you on the next available time slot, but please be aware of the last entry time: 8:30pm.
What should I bring and wear?
This is an outdoor event and there are no covered areas during the trail, so ensure you have sufficient warm and waterproof clothing as it is Winter.
Is there food available to buy?
Yes, see our Food & Drink page.
Can I leave any belongings at the gate?
No, lockers are not available for use.
Can I bring scooters/skateboards/rollerskates?
No, these are not permitted.
Can I bring my dog?
Dogs are allowed, however, they must be kept on a lead at all times; and please clean up after your dog.
Are there toilets?
Yes, there are limited toilets available on site.
Can we bring lanterns?
For safety reasons, no naked flames (e.g. candles, night lights, flares and lanterns) are allowed. In some area’s the lighting will be low level as this is part of the experience. You may bring a torch.
What is there to do for the kids?
There are a number of fun things for kids to do. We have face painting available, a vintage merry-go-round ‘Toy Set’ and a ‘Catch a Buddy’ games stall with a prize every time. These are optional activities at an additional cost. Santa will be in his bothy for all the kids to see and talk to, or even write and post a letter to him.
I want to take photos and videos on my visit, are there any restrictions?
We encourage photography on site and love seeing visitors' photos on social media. Commercial photography or filming is not permitted onsite without prior permission. Filming with a drone is not permitted onsite without prior consent and approval of the necessary insurance and licence documents.
Tickets & Booking
I have a query about my ticket – who do I contact?
Our official ticket partner is See Tickets. For any queries relating to your ticket purchase contact See Tickets customer services.
Can you buy tickets on the door?
Yes, but we are expecting tickets to sell out so advance booking is always advised.
I have booked the wrong date. Can I transfer my ticket to another date?
Exchanges may be feasible dependent upon availability on other days and time slots.
I have lost my ticket? What can I do?
If you have a print at home ticket, we can view this on your phone/mobile device. Otherwise, we are unable to offer refunds/duplicates on unwanted/lost tickets.
I need to swap ticket time because of emergency / illness etc.
Please email us outlining your circumstances and we will do our best to accommodate you.
Questions about your ticket purchase from See Tickets?
For any customer service queries once you have made your booking please contact See Tickets customer services or call 08442 097362.
Do I need to print my tickets at home, or can I show it on my mobile device?
We'd prefer you to print your tickets but can accept them on a mobile device.
I am disabled, can I bring my carer in for free?
A disabled person purchasing a ticket may bring one essential carer companion free of charge. Please contact SEE Tickets for information on how to do this - 08442 097362.
What ID is needed as a carer admission ticket?
A photocopy of the DLA award letter is sufficient, it is the proof for the disabled person that is required. Whoever is accompanying the disabled person is obviously their carer, and doesn't have to be registered as such.
Parking & Directions
Can I park at the event?
There is no parking at the museum. The nearest car park is on Marygate, off Bootham, the A19.
Planning your jounrey
See our 'Find Us' page
The walk is fully accessible and child friendly. If you have any questions or would like to enquire about special arrangements, please email us at firstname.lastname@example.org.
What if it is raining on the night – will the event be cancelled?
If the weather is simply inclement, the event will go ahead. If we have to cancel as it is unsafe to proceed, you will be offered an alternative date/time. Any decision to cancel the event will be taken by 2pm on the day of an event and you will be notified by email or SMS via your booking agent. Please note that the finale of fire in the Library Lawn will be unable to be lit should it be raining or snowing.
Will I get a refund?
No refunds will be offered simply if the weather is inclement. If we cancel due to severe weather and you cannot attend an alternative night offered, refunds will be considered on a case by case basis. Your ticket would need to be returned within 28 days of the cancelled event.