Tickets

• Do I need to pre-book tickets?

Yes, tickets are limited for each time slot so must be pre-booked to guarantee entry and avoid disappointment. You can book tickets online or via telephone to our Customer Services on 0844 453 9077.

• How will my tickets arrive? 

Your ticket will be emailed to you at the time of booking. Please note the email will be sent from “Universe” rather than English Heritage so if this doesn’t arrive in your inbox please check your junk/spam folder.

• Is there a member's discount? 

Yes, English Heritage members will receive a discounted ticket price. If you are a member please remember to bring your English Heritage Membership card with you.

• Is there a concessions or senior citizen’s price? 

Sorry, we do not offer a concession price or senior citizen’s price for our Enchanted Garden events.

• Do children need to pay? 

All children must book a ticket. Children under the age of 5 are free of charge but must still book a ticket. There is a charge for children age 5-17 years. Ages 18 and over pay the adult price. Under 16's must be accompanied by an adult.

• Can my tickets be changed?

Changing the day of your ticket will depend on the availability. Please email bookevents@english-heritage.org.uk to check if the day of your booking can be amended.

• What happens if I cannot attend?

Unfortunately due to the high demand for tickets, they are non-refundable and not interchangeable.

• Will refunds be offered if the event is cancelled due to poor weather conditions?

If English Heritage has to cancel the event before the advertised start time then full refunds will be offered.

Parking and Accessibility

• Will there be car parking?

There is a limited amount of parking available at Eltham Palace during Enchanted which is reserved for Blue Badge Holders and people with additional needs. We kindly ask that you pre-book your space by contacting Eltham Palace directly on 020 8294 2548. Please note that your space is only reserved when you have received confirmation from a member of staff.

Alternatively, we are close to the local train stations, Mottingham and Eltham, which are a short walk from Eltham Palace with connections to the city centre. Please see our directions page for more information.

• How far is the walk from the car park to the Enchanted Christmas trail? 

The walk from the car park to the beginning of the trail is approximately 100m.

• How far is the walk around the Enchanted trail? 

The Enchanted trail is approximately 1.4 miles in length. There is no restriction as to how many times you can enjoy the trail. You are very welcome to enjoy the trail as many times as you wish.

• Is site re-entry allowed?

Yes you will be able to re-enter the Enchanted event, please keep your ticket(s) with you and show them to the admissions team on re-entry.

• Is it wheelchair/pushchair friendly?

Areas of the Enchanted Trail will be inaccessible for wheelchairs and pushchairs due to steps on site. An alternative route will be signposted on site, to direct those using wheelchairs and pushchairs, to ensure that you are able to see the majority of the trail.

• Can we book a wheelchair?

Unfortunately, there is no opportunity to pre-book a wheelchair for use during the event. There are wheelchairs available on site, however these are on a first come, first served basis.

• Are dogs allowed into the event?

Sorry, no dogs allowed, although assistance dogs are welcome.

Opening Times

• What is the start/end time of the event?

The start time is 4:30pm and the end time is 9pm. Last entry will be at 8pm.

• Our timed ticket is for 4:30pm, can we stay all evening?

Yes, the time booked for is the earliest that you can arrive on site, you are then welcome to stay as long as you like. We do however ask that you arrive within your ticket's hour window and do not arrive before the time on your ticket.

• How long is the event?

We believe that the estimated average time spent at Enchanted Eltham will be 1.5 - 2hrs. After arrival you are welcome to stay all evening.

• Can we arrive earlier in the day for the event?

No. Enchanted Eltham is a special event outside of our normal admission times. You are welcome to visit Eltham Palace earlier in the day on days we are open but standard daytime admission charges apply. Please note that Eltham Palace will close to the general public before Enchanted Eltham begins. Any visitors on site will be asked to leave the property and re-enter for the event.

• How do the timed ticket slots work? 

We have arrival time slots of 4pm, 4.30pm, 5.30pm, 6.30pm, 7.30pm and the event will end at 9pm – you are then welcome to stay as long as you like. We do however ask that you arrive within your ticket's hour window and do not arrive before the time on your ticket.

What can I see and do at Enchanted Eltham?

• Will Father Christmas be at Enchanted?

No, Father Christmas is unable to visit Enchanted Eltham due to his busy schedule. Our Audience with Father Christmas events take place at select English Heritage sites at weekends from Saturday 1st December. See our Christmas events page for more details.

• Will there be a Christmas Market/Stalls?

The English Heritage shop will be open, selling plenty of festive delights including Christmas cards, decorations, foodie treats and gifts.

• Are rides and games included in the ticket price?

No, the rides and games are not included in the ticket price, however charges will be kept to a minimum at £2 per ride and £3 per game.

• Is food and drink included in the ticket price?

No, the food and drink (such as marshmallows, mulled wine and mince pies) are not included in the ticket price.

• Will the restaurant be open?

The main café will be open during the event and there will be plenty of refreshments on offer on the South Lawn and at points throughout the experience, including the toasting of marshmallows. There will also be hot and cold food including handmade 100% steak cheeseburgers, veggie chilli nachos and gluten-free hot sausage and onion rolls.

Weather

• What happens if it is raining or snowing?

Please come prepared! We recommend that you bring warm clothing and footwear for the outdoors and winter weather. Unless the weather presents a safety issue, the event will go ahead as normal.

If the rain or any extreme weather conditions present a safety issue, notification of cancellation will be made on www.english-heritage.org.uk website, Facebook and Twitter. Please see your ticket terms and conditions for the refund policy.

Please Note

Due to the nature of the event, there will be limited lighting in places around the site. Please keep to the lit paths and keep track of younger visitors. Paths are uneven in places and there are some steps along the route which may be slippery under foot in poor weather, so please wear suitable footwear. We advise visitors to wrap up warm as the event takes place throughout the grounds with no indoor shelter. Please be aware that there is a moat of water running along part of the illuminated trail, therefore please keep a close eye on small children.

Map