Frequently Asked Questions
You may cancel a booking up to 7 days prior to the date of your booking and receive a full refund minus any booking fee. Usually, we trigger refunds within 24 hours of cancellation but it may take 7-10 days for funds to reach your account. This is beyond our control.
For cancellations within 7 days of your booking, we are not able to offer a refund. Sorry.
A Booking cannot be rescheduled. You will need to cancel and re-book.
You can manage your booking by visiting https://canterburychristmasmarket.co.uk/account/ and logging in with your email address and password.
You must state your menu choices in the choices box at checkout. If you fail to do so, the choices available will be at the discretion of the venue at the time of your visit.
If your order qualified for a discount based upon the value of an order placed and you subsequently cancel part of that order which would then take you below the value threshold, any refund due will be adjusted to take that into account and, therefore, you may receive a lower amount than you might have been expecting.
Discounts may be added or removed without notice and at the discretion of the organisers.
Discounts are non-transferable.
Glad you asked! There is occasional maintenance we have to do on the website and, when we do, we put up the closed sign but, don’t worry it’s rarely for more than 10 minutes so, do check back again soon.
Simply because each time we have to cancel a booking and issue a refund costs us time and money. Thank you for understanding.
Email confirmations, reminders etc. are sent within a few seconds but, in some cases may take a wee bit longer but, certainly no more than 20 minutes. All emails sent from this website are sent from the address [email protected] and will appear in your inbox with the name “Canterbury Christmas Market”. Always check you junk/spam folders and also add the above email address to your whitelist. You can always check the status of your booking along with your order and booking numbers on the website here.
Traffic conditions and car parking around Canterbury can be difficult at Christmas time. We advise arriving at least 15 minutes prior to your booked time slot. We are not able to offer refunds or re-booking if you are late for whatever reason.
If you’re certain you’ve entered your credit card details correctly, the most likely reason is that your issuing bank requires strong customer authentication (SCA). Our payment system is compliant with SCA but some banks may still reject payment – it’s a common problem across all booking systems at the moment. The best workaround is to try a different card or contact your card issuers directly.
There are many reasons why you may not be able to complete a booking and, by far, the most common reason is a declined credit or debit card but, there may also me other technical reasons.
- Use a modern internet browser such as Chrome, Firefox or the new Microsoft Edge browser. Internet Explorer is not supported.
- You may have chosen not to accept certain cookies when you first visited the website. This means that some functionality will not be available. See the red tab at the bottom of each screen to change your preferences.
- You may have blocked certain functionality in your anti-malware and/or anti-virus software.
- There’s a lot going on in the background and it’s possible you just hit us at a really busy period so, please try again in a few minutes.
- Sometimes a slow mobile data signal (3G/4G) prevents the dates & time calendars from showing up. Bookings are best made on a stable Wi-Fi connection if at all possible.
- If you selected a date and went away to make a cuppa, feed the cat or whatever, by the time you get back to the booking form, time slots may no longer be available. Please restart your booking from scratch.
- I never received an email confirmation. The most common reason is that you may have mistyped your email address or our emails may be ending up in your junk or spam folders. Please take a look before contacting us.
It may be that the date is unavailable for some reason. If you see the ‘spinner’ going around and around, this indicates the site is very busy or you are booking from a device with a slow internet or mobile data connection. Either give it a minute or two or please try again later.
The maximum available spaces are shown on the individual bookable activities. For the VR Adventure, it’s a maximum of 6 people – any mix of adults & children.
The VR rides require the passenger to climb 3 small steps to enter the carriage. Only you will know if that is within your capabilities.
Not essential, we do accept walk-ins when there is availability, however, the VR Adventures, Breakfast with Santa and the Grotto get booked up very quickly.
The physical movement of the VR Adventure is minimal so, you should be OK.
We advise arriving at least 15 minutes prior to your booked time slot.
If you need to change a booking, you will need to cancel your original booking and make a new one. Refunds are processed manually within 24 hours but, it may take 7-10 days to be processed by your card issuer before you see it in your bank account.
The Elves will book you in and an Elf will come and collect you. Please make sure you have your unique booking reference number available – it is shown in your confirmation email.
- No under 2s at all, sorry!
- 2yrs on laps
- 3-4yrs parental discretion on a lap or seat & headset
- 5+ seat & headset
Prices are shown on the individual activities. A non-refundable booking fee of £1.50 is included for all activity bookings.
Yes, booking confirmation emails are sent immediately after a booking is made. If you have not received a confirmation email please check your junk mail/spam in case the confirmation is there. You can also keep track of and manage your bookings here
Canterbury is easily accessible via bus, train and car but, traffic and parking can be challenging at Christmas time. There are several car parking options including Whitefriars multi-storey, Watling Street car park and Dover Street car park. Additionally, there are blue badge spaces just a short distance away. See also Visitor Information
No, the closest facilities are within Whitefriars Shopping Centre in the toilets opposite the bus station.
All activities have buggy parking spaces.