GENERAL INFORMATION

COVID-19 Information

Event Organisers will fully comply with all NI Executive Covid 19 regulations in place for the duration of the event.

We’re Good to Go

The Enchanted Winter Garden event has achieved Tourism Northern Ireland Good to Go status meaning that COVID-19 industry standards have been met.

In the unlikely event that we need to cancel the event, you can transfer your ticket to the following year, or get a full refund.

If you have been instructed to isolate due to COVID-19 and are therefore unable to attend, we will do our best to accommodate you into another date once your isolation is complete. If another date is not available a refund will be considered on a case-by-case basis. Proof will be required. Please contact our booking team by email or telephone upon receiving an instruction to isolate.

For more information click the government website https://www.nidirect.gov.uk

Covid-19 Passport Event Requirements

For all enchantment-seekers attending Enchanted Winter Garden, please kindly be advised that from the 29 November  Domestic COVID vaccination certificates have been introduced and as a result, proof of COVID Status is required upon entry of the event for all attendees aged 18 and over with a two week grace period to Monday 13 December 2021.

You will be asked to verify your COVID status through one of the following ways:-

  1. COVID Vaccination Certificate: For info: https://bit.ly/3rig5p8
  2. Proof of having been fully vaccinated for more than two weeks (bring your card/s)
  3. Proof of negative Lateral Flow or PCR Test within 48 hours before you wish to attend – if you are taking a home test, remember to upload your results so you have a confirmation text. If you need to get a lateral flow test quickly click here for local stockists: https://bit.ly/32Gsw3H
  4. Evidence of a positive PCR test result for COVID-19 within the previous 180 days and following completion of the self-isolation period
  5.  f you have taken part in a clinical trial (past or current) and have written confirmation
  6. If you are medically exempt for clinical reasons for not being vaccinated

Please ensure you bring your ID in case we need to check against these.

Please note the following requirements are subject to the two week grace period up to Monday 13 December 2021.

Further details can be found here: https://bit.ly/3o8Lg4d

We are doing this to help keep you safe and to provide assurances to those attending our festive events that all appropriate measures are being taken to protect them.  So let’s keep each other safe so we can all enjoy the holiday season!

Safety Measures 

We will continue to monitor and respond to the COVID-19 pandemic situation as it evolves and have implemented a number of measures to ensure the safety of our visitors including:

  • A reduction in the number of tickets available at each time slot. We would ask all those attending the event to arrive at the time they have booked to assist us in managing numbers.
  • A thorough review of the Gardens and attractions to manage visitor flows with many of the attractions having their own ‘Good to Go’ status
  • Creating an entirely outdoor event experience.
  • A process where event tokens fully sanitised before and after use throughout duration of the event.
  • Use of contactless payments systems wherever possible.
  • Arrangements for additional and frequent cleaning regimes throughout the event with hand sanitisation stations throughout the Gardens
  • We would ask all those attending the event to wear face coverings whilst on the shuttle bus to and from the event, at the entrance queue and if visiting the shop or toilet facilities.

In the unlikely event of having to cancel the event we will offer all those with tickets the opportunity to transfer to 2022 or receive a full refund.

We thank you all in advance for helping us return Enchanted Winter Garden in 2021 and hope you make magical memories with us.

What happens if the event is cancelled and how will I know?

The event will only be cancelled in the following circumstances:

  1. When the weather in Antrim is perceived to be a danger to the public in the Gardens (e.g. extremely high winds).
  2. A major failure in the electrical system or another significant structural failure.
  3. Advice from the NI Executive regarding COVID-19 regulations.

The event will not be cancelled in the following circumstances:

  1. Heavy rain in Antrim – we advise that all visitors dress appropriately for the weather and bring an umbrella.
  2. Heavy rain in another part of Northern Ireland – we advise our visitors to take note of the weather conditions on route to the event and allow ample time for their journey.
  3. Very cold weather – we advise that our visitors dress warmly and appropriately for cold weather.

The decision to cancel will be made at 11AM on the day of the event. Shortly after we will put a message up on our social media pages and our website. You should check the website and social media pages from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast.

You will be offered the option to book for another date or offered a refund. If you have any questions about a cancelled show, please contact us via our Arts and Culture Customer Hub service via T: 0300 123 7788 (calls charged at local rate) or E. culture@antrimandnewtownabbey.gov.uk a

Given the number of bookings for any given evening, an event cancellation will impact upon 1000’s visitors so you will need to be patient when trying to contact us as the number of telephone lines is limited. We will endeavour to do our very best in the unlikely event of a cancellation to contact all our customers within 48 hours.

Do you take credit cards at The Enchanted Winter Garden?

We are unable to operate card machines remotely in Antrim Castle Gardens. If you wish to purchase merchandise, tickets, food or drink at the event we recommend you bring sufficient cash.

The exceptions to this are Our Baubles and Bows Gift Shop and Courtyard Coffee Shop including the Olde Inn where cards can be accepted for payment.

Admission to the attractions requires either cash on the evening or enchantment tokens which can be booked in advance when you book tickets.

There are bank machines near the entrance to the event in Antrim Town Centre.

Can I get a refund on my tokens if I don’t use them all?

Unfortunately, we cannot offer refunds on tokens.

Are there toilets in the Gardens?

Yes, there are toilets in the Gardens and these are clearly signposted including accessible provision, and a Mobiloo will be in situ on our Inclusive evening of Enchantment.

Can I bring my dog to Enchanted Winter Garden?

Yes, dogs are very welcome at the Enchanted Winter Garden.

Any dogs attending the event must be on their leads at all times. We do ask that you be aware that the site can be busy in places, and that there are very hot lights, electricity cables and loudspeakers often situated at curious doggy level.

I am a photographer. Can I use a tripod or monopod at the event?

Yes, you are most welcome to bring a tripod or monopod to help with photographing the event.

Just be careful not to block any pathways when you’re creating your photographic masterpieces and we do ask that you are respectful of other visitors who may not fully understand your need to spend a little more time capturing the perfect shot. Please bear in mind that the site closes at 10PM so if you want to make the most of your time, please book an early slot.

Is alcohol permitted at The Enchanted Winter Garden?

You are only permitted to drink alcohol sold by one of our licensed caterers once in The Enchanted Winter Garden.

Any alcohol brought onto the site will breach our licensing agreement and will be confiscated.

TICKETS

Where can I buy tickets?

Tickets are available online here: enchantedwintergarden.ticketsolve.com

If you are unable to book online or require ticket assistance, you can contact our new Arts and Culture Customer Hub via direct telephone number T. 0300 123 7788 (calls charged at local rate) or dedicated email address E. culture@antrimandnewtownabbey.gov.uk.

The Customer Hub operates Monday – Friday 9AM-5PM and Saturday and Sunday 10AM-5PM.

Can I buy tickets at the gate?

Tickets can be purchased online only. If you are unable to book online, you can book via our Arts & Culture Customer Hub on T. 0300 123 7788 (calls charged at local rate) or E. culture@antrimandnewtownabbey.gov.uk 

Most of our sessions sell out in advance, so we strongly recommend purchasing your ticket before the event. Once a session is fully booked there is no way to ‘squeeze’ someone else in.

How do I get my tickets once I have booked?

Your tickets will be emailed to you as soon as your order has been processed.

You can either print your tickets out at home or show proof of purchase on your mobile device (please be aware that screen shots will not be accepted.) As this is a ticketed event, tickets or proof of purchase must be shown at the entrance.

I haven't received email confirmation - what do I do?

If you have not received a confirmation email once your ticket sale has been processed, please contact the Arts and Culture Customer Hub via T: 0300 123 7788 (calls charged at local rate); or E. culture@antrimandnewtownabbey.gov.uk, and we will investigate and respond.

Please remember to check your Junk email folder before contacting us.

Can I exchange my ticket for another date?

Tickets may be exchanged at the sole discretion of the box office and subject to availability.

Please contact the Arts and Culture Customer Hub via T: 0300 123 7788 (calls charged at local rate); or E. culture@antrimandnewtownabbey.gov.uk with your request.

Tickets cannot be refunded unless we cancel the event.

Is there a waiting list for tickets if they are sold out?

Unfortunately, we are not able to add names to a waiting list when the tickets are sold out. Please also note when a session is sold out there is no option to pay at the gate.

GETTING HERE

When and where do I have to arrive?

The entrance to the Enchanted Winter Garden is at the Barbican Gate in Market Square in Antrim Town Centre.

The time on your ticket is the entrance time for your visit. We would ask all customers to please arrive on time as this helps to reduce queues and improves the event experience for everyone.

How long does a visit last?

Once you arrive you can stay as long as you like.

The event invites visitors to follow our Enchanted Way through the Gardens with various points of interest and attractions along the way and you should expect to be at the event for between 90 to 120 minutes to fully appreciate the experience. The show closes at 9:30PM

Is there car-parking onsite?

There is no parking available on-site. However, there are public parking facilities available in Antrim Town Centre.

Additionally, there will be a free shuttle bus service from The Junction to the event entrance in Market Square.

Where do I get the shuttle bus and how long does this journey take?

Shuttle buses will be available from The Junction at the stop beside Funky Monkeys.

The shuttle bus journey between The Junction and the Barbican Gate at Antrim Castle Gardens takes approximately 10 minutes. At peak times, buses may run slightly slower and it may take longer to clear the queues. The last bus heads back to The Junction between 9.30PM and 10.00PM.

ACCESSIBILITY

What is an Evening of Inclusive Enchantment?

An Evening of Inclusive Enchantment will run on both Wednesday 1 & 8 December with reduced numbers, lighting and sound levels, Sensory & Quiet room, ideal for children and adults with additional needs.

Attractions and rides will be slowed down, music levels lowered and strobe lighting and other strong lighting will not be used on these evenings.

Is the Enchanted Winter Garden suitable for the elderly or children?

This event has been designed to cater to all ages and abilities. However, care should be taken on paths and they are not suitable for very large buggies. Paths are suitable for some push wheelchairs.

All visitors should take care as the event is an outdoor winter experience with low light levels so conditions. Underfoot can be slippy in places with uneven surfaces in some event areas due to the historical and woodland nature of the site.

Is it suitable for visitors with mobility challenges?

Antrim Castle Gardens are accessible to some push wheelchair users but we recommend that you check the site for more detailed information on the walk and gradients to assess whether it is suited to your specific access needs prior to booking.

Do you have wheelchairs or mobility scooters on site for public use?

Mobility Scooters can be hired by contacting Shop Mobility directly on 0300 10 20 150.

For more information click here.

Will there be accessible parking onsite?

There are no car parking facilities at all on site, but, there will be access to plentiful accessible parking in any of the Antrim Town car parks or at The Junction with the shuttle buses all accessible for wheelchair users.

Are strobe effects used at the event?

While no single source of lighting regularly strobes at high frequency, the volume of light fixtures on site could raise the frequency of light flashes and strobing across multiple sources to a level where it may be considered unsafe for people who are affected by photosensitive epilepsy. It is recommended that photo-sensitive epileptics attend The Enchanted Winter Garden on our Inclusive Nights on Wednesday 1 & 8 December.

An Evening of Inclusive Enchantment will run on both Wednesday 1 & 8 December with reduced numbers, lighting and sound levels, Sensory & Quiet room, ideal for children and adults with additional needs. Attractions and rides will be slowed down, music levels lowered and strobe lighting and other strong lighting will not be used on this evening.

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