LaplandUK Avis 

We went to Lapland Ascot today and while artistically there were many wonderful things about the event (setting, costumes, etc.), customer service really needs to be looked at (as I've seen from loads of other reviews). My daughter (10) was really excited about this experience - and all she wanted to purchase was a Wish cupcake from the bakery. She talked about it the whole morning and was bubbling when she finally got to buy one. She decided she wanted to save to eat it until the drive home, to savour a piece of the magic from the day - so she carried it with her through the entire rest of the experience. She was so excited; but then, as we were walking to the final gift shop, she slipped on the muddy pathway and dropped the cupcake in the mud. I could see the tears welling up, but she put on a brave face and tried to fight back the tears. I immediately went up to one of the elves in the gift shop, explained the situation, and asked if I could purchase a cupcake to go. She said it was a one-way experience. I said I knew that, but could I give 4 jingles to an elf and still purchase it to go (could they bring it to me in the gift shop?). She said nope - have a good day. I tried another elf, and again, it was a blanket no. My daughter was putting on such a brave face, but I could see she was absolutely crushed. It broke my heart and really dampened my experience of the whole day. I wish the elves could have seen that a simple act of kindness like that would have meant the world to my daughter (and me).
As a side note - a similar experience happened with one of my other children at Disneyland Paris and the staff there went above and beyond to replace the dropped foodstuff. It's such a simple and small thing, but means the world to children. For a place focused on children's happiness (like Lapland is supposed to be), they really need to work on caring for the customer.
Although artistically it is quite impressive and overall my children did like the experience, the lack of customer service regarding this incident makes me think we won't be returning.
It appears that by adding Manchester to their roster, Lapland UK has really struggled as a company to fulfil the promises and truly care for the customer and the children.

We visited Lapland UK, was rushed around the whole experience, the second time we’ve been and won’t be returning! We also placed an order for Christmas pjs and extras through the Lapland Store back in August, when ordering they DO NOT make you aware you won’t receive these until mid-late December, you email and don’t get a response for days/weeks and when you do get a response they say ‘don’t worry you’ll get them for Christmas Eve’! I ordered them for the children to enjoy over the whole Christmas period not just 1 night, £400 order that has just been disregarded, it’s a very money grabbing company, we won’t be using them again

Spent quite a lot of money on your online shop in August on launch day with the understanding that they’d be received well before Christmas especially as many of the items are gift items due to the cost.
I was charged back in August and no dispatch information since just payment taken and order receipt via email. Tracking is non existent and so is customer services. It’s really sad that they have let themselves down so much with this side of things. The actual experience is wonderful but the customer services is appalling. With the cost of living and the cost of these items I would have liked my children to make use of the Christmas themed items throughout December leading up to Christmas but clearly this won’t happen now as we are two weeks away from Christmas and no delivery or tracking info in sight. The pyjamas are expensive so the fact they can’t wear them leading up to Christmas is really crazy. Things that cost this amount of money people want to make as much use out of them as possible. Sadly they still advertising for more orders and items but no fulfilment of delivery for the people that purchased items over 4 months ago.

We visited Lapland UK in November, we purchased our photos which were taken with Santa (full photo package). The lady on the till gave another family our receipt with our photos on, they then printed a second receipt which doesn’t work so we still haven’t received the photos we purchased, I have raised this 5 times and had no reply from Lapland uk. Not only is this a major breach in GDPR but absolutely terrible that another family has our own personal photos.

£380 spent on the online store in August with no indication that delivery of these items would take so long. 9/12/25 and we still have not received a single item we ordered.
Incredibly poor service, no answer to emails either

The experience itself was fantastic. My children had a wonderful time. However, there were some occasions where the magic fell short.
Toy factory - the velcro on the bears wasn’t sticking properly. When my son put his on the conveyor belt the bears ears fell off. He is still fretting that the bear he made wasn’t made correctly and that he let Father Christmas down.
Bakery - we were right at the back and couldn’t hear a single word. Not that it really mattered as the kids wouldn’t have been able to decorate their cookie and actively listen to Mother Christmas story anyway.
I noticed holes in the ceiling tent in some areas (Thankfully my children didn’t as there would’ve been a lot of doubt about it being a real portal)
The village elves were all stood together chatting when we were exploring. I was confident enough to interrupt them so my children could ask them questions but other families were hesitant to do so. It wasn’t very approachable and I felt they could’ve been a little more proactive to interact with families.
The Father Christmas was incredible though. Truly!

Would we go again? Unfortunately not. And not because of the issues I’ve raised above because for the best part they were explainable or only noticeable to big folk. But it’s the customer service team that really let the experience down.

This is a LUXURY experience with a budget customer service, no phone number and emails go unanswered for weeks. Our invitations and hats didn’t arrive until last minute and it created a lot of unnecessary stress. If we did receive a response it was just generic or brushed off that they were on their way. They’re cheaper to buy on the day too!

We paid for a fully digital photography package. When we got home we realised there are images missing. We have the QR code tickets still and can view them all watermarked but cannot download. I’ve contacted customer service who told me to contact pomvom. They don’t have anything to do with Lapland UK Manchester so were unable to help. Still waiting for a reply or resolution 3 weeks on. It’s simply not good enough and must change.

I feel like once they have your money they’re not bothered and thats a crying shame as it could have become our new family tradition.

Really quite disappointed, ordered the travel elf 3 weeks ago to be a part of the journey and it arrived today…. we went to Lapland on Saturday so of absolutely no use now as if I’d have wanted it as a gift, I’d have chosen a different elf.
Lapland itself was wonderful and my 8yr old loved it.

I’m so sad, not about the waste of money but about the fact that I actually think Lapland UK may have destroyed the last vestiges of belief in my elder daughter (8 years old). I am so cross that I bought into the lies about it preserving magic. It should be marketed as a theatrical production and nothing more. The invitation was the highest quality, most magical bit but from the second we drove into the car park it seemed nothing but fake and commercial. My elder daughter was upset for the majority of the experience due to her suspicions about it all being a lie and my younger daughter (4 years old) was bored for the first couple of hours during the performances demonstrating that is not really suitable for any of the ages that are marketed towards. We have a family friend who is very creative and I feel that I could have paid her the enormous amount of money that we paid and she would’ve created a more magical and believable experience.

The car park was busy and enormous and not at all magical. The entranceway immediately had the feel of a theme park with overly polished and fake looking plastic buildings. My daughter brought along the invitation, although I’m aware it said on the information that it would not be needed, and looked heartbroken when I was asked for the QR code on my phone as it was clear that this is something we had booked which is at odds with the invitation. The request for the booking information on my phone was repeated upon leaving the Elven Village and again reinforced the lie that this was something that parents had bought.

The activities (make a cuddly and decorate a biscuit) were so tokenistic. The cuddly toy making activity could’ve been done so well, however our cuddlies were grubby and did not have all of the relevant bits. Plus It was entirely too basic for my eight-year-old. I also find it bizarre that Father Christmas gives them a big cuddly yet they also receive a big cuddly i.e. the toy they ‘made’ on Christmas Day. Why not have two different types of gift? In addition, before seeing Father Christmas we bumped into several different families coming out so my girls already knew that they would be given ‘Arka’, and when we were given the bear cuddly at the end the staff were not at all discreet with half of them poking out of the top of the bag, so my daughters immediately asked what they were and will no doubt work it out immediately on Christmas Day.

It felt like room after room with hundreds of people, crammed in on benches and a load of children who stopped paying attention ages ago. The constant channelling of families through gift shops and other opportunities to spend money highlights Lapland UK are just a massive money making machine. Also demonstrated by the fact that only formal photos were promoted at the key moments like meeting Father Christmas and so you had to buy them for a huge amount of money rather than take your own. As the tickets were so expensive in the first place, more extras should have been included in the cost, like the reindeer food which was very expensive. At this point it is also worth noting the reindeer were so obviously not real it was ridiculous to even pretend. We have been to many Father Christmas experiences where they had real reindeer and the children were really enchanted.

The experience was so impersonal and unmagically performative and professional, for example the plastic sets and microphones on the performers. Besides which the theatrical stuff took a couple of hours at the start and was boring / repetitive. Not only that but frequently we felt like we were queuing bumper to bumper with other families. The very sweet passport that they were given to get stamped in each of the different zones showed promise but the staff made very little effort to actually stamp the passports which left the kids wondering what the point was.

Lastly, my daughter has a range of life-threatening food allergies and, while the team were very responsive over email ahead of our visit and arranged a suitable alternative for the biscuit decorating activity, the range of food suitable for some of the most common allergies was exceptionally poor (even McDonald’s offers more!), for example the majority of food contained dairy which really only left a vegan hot chocolate and fries as food options.

In short, as a family we could not have been more disappointed and certainly wouldn’t recommend the experience, even if it was half the cost.

Had the most anazing experience with my daughter at Ascot last year. Truly a memory to keep. She talks about it still.

Simply cannot believe some of the reviews on here? Quite simply the most professional, thorough show I have ever been to. So much planning must have gone into the various sections prior to the finale, visiting Father Christmas. Not cheap, but totally worth it. Highly recommended

LaplandUK: Magical but Flawed – High Price, Rushed Experience, and Poor Service

LaplandUK is truly enchanting – everything sparkles with holiday magic, from the beautiful scenery to the festive atmosphere. It's a place that feels straight out of a fairy tale.

However, there are some significant drawbacks that overshadowed our visit:

Rushed and Pressured Experience: Despite the high cost, we felt constant pressure from the elves to move along and leave. This left us with no time to fully enjoy the attractions. For the price, we expected a more relaxed pace.

Muddy Grounds: Ascot LaplandUK becomes extremely muddy after rain, a long-standing issue that hasn't been addressed despite years of complaints. It made walking unpleasant and messy.

Appalling Customer Service: We ordered Christmas items in August, paying hundreds of pounds, but they still haven't arrived by mid-December. Customer service offers no explanations, specific delivery dates, or resolutions – just vague promises of "shortly" or "very soon." This is unprofessional, especially since we planned to use them from December 1st, not after Christmas.

It's disappointing that these avoidable issues tarnish what could be a perfect magical day out. I'd recommend only if you're prepared for the expense and potential frustrations.

Part 2

The walk to Santa's house was absolutely disgusting. You could clearly see you were in a small tent and there were visible bits of sky where they hadn't even bothered to close it in the ceiling. The metal feet of all the poor quality trees were all viable as you walked through... What an rip-off. This company is just greedy for money and won't even reply to complaints.

When we got to see Santa, kids were coming out of the backdoor holiday the husky gift our child was about to receive! Couldn't they have us blocked off so we couldn't see the people leaving? It completely ruined the element of any surprise. When we went in to see Santa he had to check over his lines and information as we sat there. It was less than subtle... even though we'd been standing there enough time for him to have a look and the awful host we had literally radioed ahead to say our family was on the way!!! It was so corporate and ruined the entire moment because as our child could here it! He fluffed his one line and then repeated the same thing about his beard getting crumbs in it three times during the visit and didn't really interact with our child when she spoke to him in response. We paid extra for the photography package and weren't even offered the chance to have a family photo with Santa (despite other families having this offered). We were shoved out the back door and left by ourselves, only to bump into the next family visiting (we tried to hide our stuff as much as we could while trying to work out where to go next!) As we continued to walk towards the glaringly obvious gift shop that had broad daylight gaping out in the apparent woods we were meant to be in, you could hear all the other family waiting to see all the other Santa houses they had hidden amongst the obvious fake trees! It was so awful. As you a leaving the elven world you literally walk out of the fake forest and into the gift shop. That's it. No portal to exit through just as you entered. It was incredibly underwhelming and a little jarring to be honest. They were that desperate to get us to the gift shop... When we arrived, again, our host we'd paid so much money for was nowhere to be seen. We knew there were other things we need to collect so we looked around the gift shop and eventually made our way over to the photo printing area where we gave the man serving us the ticket we had been handed as we left Santa. He quickly realised we were golden ticket holders and asked where our host was as they would print them for free. We explained we had been waiting around in the shop and hadn't seen her anywhere. He was very surprised and seemed to think this wasn't very good service. He informed his manager that we were golden ticket holders and our host was missing, the manager seemed less than pleased with her tardiness and said they would print them off for us. Which is when she finally appeared with an attitude and was rather rude to us and the lovely man serving us. We took our things and walked out of the shop into the real world, totally underwhelmed, extremely upset and very hungry after our nonexistent elven feast. Completely ripped off. Our bank is now involved as our complaint has been totally ignored. Never again.

This is the 3rd email and 2nd web form asking about my order.
Your service is not up to the expectation of your charges
My hats arrived at my home the day I had arrived at Lapland so was useless and now I am waiting and waiting to present my grandaughter with the PJ’s
Can I ask that the order is cancelled and I am refunded.
I feel now that I need to take to socials and trustpilot and google reviews to warn people about this extremely slow and unorganised customer service and delivery
Maybe someone should put the same effort into the delivery and Customer service that they do into decorations and finding the actors

Placed my order with Lapland uk 4 weeks ago , 2 puzzle activity books and 2 Christmas stories

Still no delivery , unable to track order, no telephone number & Emails hit and miss - after many that were I replied too , I had a reply asking if I’d like a refund … yes please … no response back?!?

Visited Lapland uk Manchester, the last weekend in November and it was wonderful, attention to detail, staff - well worth the money

However this part is a let down!!

Placed an order with the Lapland UK store for three item having an order value of £171 way back in August. Here we are now 2/12/25 and still no sign of the order. Used the Company link to raise the matter, as usual these days no telephone contact provided. Not had any response on several occasions as to the whereabouts of the order. It’s shocking, and my advice for anybody would be not to order items from them, as disappoint is sure to follow.

Great experience that is magical for children. Felt it was very rushed through the experiences and could've done with more time in the Elfden village - from start to finish the experience is finished in 3.5 - 4 hours. Overall very well put together, staff were brilliant and really immersed themselves in the magical land.

I ordered goods from the Lapland store in October.
They kept saying it would be delivered in October, then November and now saying on time for Christmas
Paid £149.00 - no idea what a happening - can’t see my order online, no help desk to phone.
Shambolic. Be aware - do not order goods if you want them any time soon.

Last year I purchased LaplandUK's Advent calendar for my grandchildren. This year I just wanted the gold coins to refill the calendar. I purchased 2 of them in October, been waiting for delivery, with no dispatched notification, so the beginning of this week I emailed them with my invoice attached asking when I will receive the ordered items as it was getting close to December 1st. Within 24hrs I received a dispatch notification. Up till today still no delivery received so I emailed them again.
An hour after I sent the 2nd email I received the package, a cardboard envelope with 2 boxes of the chocolate coins in opening it broken chocolate and the coin wrappers feel all over me. The outside packaging was not damaged, neither was the coin box's, but one of the box had coins all broken with flat foil wrappers, it looked like they had been swept off a floor and thrown in the box and envelope, it is appalling to be sending customers products like this especially with the cost of them too. Its far from cheep. I purchased these to give my grandchildren the magic of Lapland with the embossed coins, this is now not possible as its to late to rectify. So very disappointing.
I had to chase the delivery last year too as it was left so late to be dispatched, after placing the order months before, I really thought it was teething problems for there first year, obviously not.
I'm waiting for a response to my Instagram message and emails with photos attached, not that they can change this outcome now. I hope others have had a better experience and service. I most certainly will not purchase from them again or recommend them. I'd rather pay delivery from the actual original Lapland.

Items still haven’t arrived and it’s been 3 weeks. Customer service don’t respond to emails or contact forms on the website. What joke!

I had no idea what to expect when i booked for my 3 Grandsons, myself and my husband. When we were offered a Golden Experience I was a little worried if we would get our monies worth.
Oh My Goodness!! What a Magical day! They really did think of everything, dotted the i’s and crossed the t’s. I cannot explain to anyone how wonderful it really was. Our own personal elf , Lee, was perfect! She made sure our day was completely stress free and with 3 boys aged 8, 5 and 4 that, i thought, would be impossible. The entire event was sooo well organised and thought out that I think i enjoyed myself as much, if not more, than the small folk.
I would not hesitate to recommend this trip to anyone looking to thrill their child beyond belief.
I only wish i had taken more photographs in the woods with the magical portal doorway. I was so wrapped up in the magnificence of it all, i totally forgot!! We made toys in the toy factory, decorated gingerbread in the bakery, where Mrs Christmas read a story of Conker the elf, visited the elven village where we ice skated, shopped, wrote letters to Santa and had refreshments in our own private dining area.
The visit to Father Christmas was soo personal that the children were shocked that he knew all about them. He made them honorary elves and presented them with a bell along with a gift! Perfect!!
Lee, our elf, provided us with everything, food, drink, time and even looked after coats and bags. We didn’t even queue for our photos at the end of the trail. We were met in Farewell Forest with an abundance of bags and escorted back to our car with Lee helping to carry everything so we could concentrate on all our tired small folk. She was wonderful with all of us.
Thank you Laplanders for the most memorable day of our lives. You did everything splendidly!
We did pay a little extra for a Golden Ticket Experience, well worth it for a stress free day with added extras.