Personalising your visit

Personalising Your Christmas Visit

Personalisation emails will be sent from magicalleychristmas@gmail.com.

Please look out for emails from this address and check your junk or spam folder if you have not received yours once the table below confirms that emails for your visit date have been sent.

Please ensure that you reply to this email address, following the instructions provided, before the published deadline.

The deadline for booking a personalised Christmas visit has now passed.

Personalisation was available for eligible bookings made on or before 5th November 2026. Bookings made after this date cannot be personalised and no exceptions can be made.

Which Experiences Include Personalisation?

Personalisation is available for eligible bookings for:

• Classic Grotto

• The Curious Case of the Christmas Crumbs

When Will I Receive My Personalisation Email?

If you booked an eligible experience on or before 5th November, we will contact you by email to request the information needed to personalise your visit.

Emails are being sent in stages, according to the date of your visit, rather than the date you booked.

This means that customers visiting closer to Christmas may not receive their email until later in November or December.

Please check the table below to see whether personalisation emails have been sent for your visit date.

If the table shows “Not yet sent”, you do not need to contact us. Your email has not been sent yet.

If the table shows “Sent”, please check the inbox and junk or spam folder of the email address used to make your booking.

Returning Your Personalisation Information

Once you receive your email, please follow the instructions carefully and provide the information requested in the required format

The deadline for replying will be stated in your email and displayed in the table below.

Please ensure your reply reaches us by that deadline. We cannot accept late submissions or extensions.

Please do not send personalisation details separately or before receiving your email. We will request specific information in a set format to ensure everything is prepared correctly.

Why Are There Deadlines?

Our Christmas experiences are immersive and carefully scheduled. Personalised information must be prepared and incorporated into the experience in advance.

To ensure everything is ready for your visit, we have strict deadlines for both booking and submitting personalisation information.

Unfortunately, we are unable to make exceptions to either deadline.

What If I Have Not Received My Email?

Please check the table below to see whether personalisation emails have been sent for your visit date.

If the table shows “Not yet sent”, you do not need to contact us.

If the table shows “Sent” but you have not received your email, please check your inbox and junk or spam folder. If you still cannot find it, you must contact us before the personalisation reply deadline shown in the table.

It is your responsibility to ensure that you have received your personalisation email and to notify us of any problems before the published deadline. We cannot accept late submissions or extend deadlines because an email was not received or was overlooked.