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FAQs / Help

How do I use my DigiTickets?

You will be emailed an order confirmation that will include your unique Booking Reference Number. You may make a note of this number and take with you when you visit the railway in place of a ticket, although we suggest printing out the email where possible, or have the email open on your phone / tablet.

It is not possible to book online for the same day you wish to travel

Do you issue refunds?

No, we regret we are unable to issue refunds, however if the train service has to be cancelled due to weather conditions, we will contact you with alternative options or a full refund.

Is there a booking fee?

Yes, we charge £1.00 per booking, If you need to add additional people to your booking please contact us at enquiries@evlr.co.uk

Is there a Fast Track desk?

No you must check in at the booking office, where tickets will be issued.

I don't have a printer...

You do not have to print out the 8 digit booking reference, simply make a note of the Booking Reference Number, your name or the booking on your smartphone and bring it with you.

What time should I arrive?

You must arrive 15 minutes before your train departure time.  Please report to the railway booking office with your ticket. The train will depart on time and unfortunately we cannot wait for late arrivals so please ensure you check your train time on your ticket before visiting.

Is Car Parking available?

Yes, we have plenty of free parking at the Country Park.

Can I make group bookings?

Yes it is possible to make group bookings. If you would like to make a group booking then please email us on enquiries@evlr.co.uk for further information on this and to check availability.

Can tickets be used on different days or different times?

No, tickets must be redeemed on the date and at the time that has been chosen and allocated upon booking. They are not valid for use on any date or time other than that indicated on the e-ticket.

Is there wheelchair access?

Yes, the Railway is wheelchair accessible, however Santa's Log Cabin has steps into it.

Contact us for more information

Can I purchase tickets on the day?

Yes, there are a very limited number of tickets available to buy on the day for the Santa Specials, however the Santa Specials always sell out. So buying tickets in advance is strongly recommended.

Do you have toilet facilities available?

There are no toilet facilities available at the railway, however there are facilities in the shopping village, with disabled access and baby changing facilities also available.

How can I get in contact with you?

For further information or queries please email enquiries@evlr.co.uk

Can I see Santa before I travel on the train?

Sorry this is not possible

Is the Railway suitable for pushchairs?

All parts of the Railway are accessible with pushchairs, however we recommend leaving them on the platform area whilst travelling on the train as space is very limited.

Will my child receive a present if they are under 2 years of age?

Under 2’s travel free on the train, however, If you would like your under 2 year old to receive a present from Santa, then please purchase an under 2 child’s ticket.

Is this an outdoor activity?

We use unheated closed coaches for the train ride, and you may have to wait outside at busy times, so appropriate warm clothing is recommended

Can I break my journey at the playfort.

No, this is not recommended as we cannot guarantee return seats on a later train, and you will miss your slot with Santa