Frequently Asked Questions

Event Questions

  • The doors to the Kingdom of Winter are open from 8th December 2023 to 7th January 2024 only at ExCeL London.

  • There’s ice skating, a winter themed acrobatic circus, an immersive ice expedition trail, multiple fairground rides, games and more!

  • For all trade enquiries please email traders@kingdomofwinter.com

  • The event is 100% indoors at the ExCeL with cloakrooms being available should you wish to check in your coat or extra layers.

  • Although Santa and his elves will not be at ExCeL they have sent their magic Christmas spirit to our Kingdom.

  • The majority of days run 10am with last entry at 7pm with a closing time of 8:30pm. There are some small variations. Please check when booking.

  • Once you have entered the halls, you are welcome to stay for as long as you would like. Most Adventurers will stay for 3 hours.

  • The site is closed on Christmas Day, 25th December.

  • Kingdom of Winter mainly runs a cashless site although some traders will take cash.

  • At Kingdom of Winter, we have a policy that allows for photography during the event.

    By attending you are consenting to appear in filming and photography, which will be used in future press and promotional materials.

    Please be respectful of each other's privacy when taking your own photographs.

    No professional camera or video recording equipment is allowed.

Ticket Questions

  • Ticket prices vary according to whether the day is a super off peak, off peak or peak.

    Children under 2 go free.

    Children’s tickets are for 2 years to 12 years. Ice skating is not suitable for under 4’s.

    No Booking fees on any tickets.

    Book now.

  • Please contact your point of purchase which is SEE Tickets.

  • Your E-Tickets can be downloaded via the link within your confirmation email.

    Your tickets can be shown on your device, they do not need to be printed.

    If you don't know your reference number, please scroll down to the 'Forgotten your details?' section on the SEE website, where they can send you a reminder email for all your bookings.

  • Your reference number is displayed in the subject line and body of your confirmation email. It will also appear on your bank statement.

    If you are unable to locate your confirmation email, enter your email address under the Forgotten Details section at the bottom of the page here. We will send you the details of any orders linked to that email which will then take you through to the customer service area and you can manage your order. Please ensure this email matches the email address you entered on your booking.

  • We encourage that all tickets are bought in advance though subject to availability you will be able to buy entry tickets on the day. We’re unable to guarantee availability to the ice skating, circus and immersive ice expedition trail. SEE tickets are on site to help you make these purchases if tickets are available.

  • To transfer/exchange dates please go here.

    When you change dates we’re unable to guarantee there will be tickets available for the same attractions and at the same time. You may also need to pay a price difference if you are changing dates between super off peak, off peak or peak pricing.

  • We’re unable to offer refunds but can offer transfers as outlined above.

  • There are multiple concessions available for children across the event.

    Entry, Circus and Immersive Ice Expedition Trail: Under 2’s go free.

    Entry, Circus and Immersive Ice Expedition Trail: Registered carers go for free with a full paying customer.

    Click here to book now.

  • Are there group rates available?

    Yes. Buy 10 tickets and get the 11th free on entry tickets. Contact SEE Groups to book.

  • Are there any discounts?

    There are no booking fees on any tickets.

    Concessions for Carers and Under 2’s are available.

    All Attractions have discounts for children.

    Click here to book now.

  • There are no booking fees on any tickets.

  • Whilst we do not offer family group rates, the prices have all been designed to be as accessible as possible with entry as low as £5.50 and no booking fees.

    Follow this link to book now.

  • Accessible guests can obtain a Companion/carer. Please bring a photo of ONE of the accepted forms of documentation upon your arrival to validate the free carer pass.

    • Entitlement to Disability Living Allowance for children under 16 or DLA/Personal Independent Payments (PIP), either in the form of a letter stating that the benefit has been awarded, or the actual Allowance

    • Attendance Allowance or Carer's Allowance letter of award

    • Incapacity Benefit books, or a letter notifying the recipient that the benefit has been awarded Incapacity Benefit or Employment and Support Allowance (ESA)

    • In the case of visual impairment, a registration card known as the BD8 or a Certificate of Visual Impairment (CVI)

    • A local authority registration document which is local to the attraction where it is being submitted

    • A recognised Assistance Dog ID Card

    • Credibility's Access Card / Hynt card and/or Access Card

    • Blue Badge

    Click here to book now.

    Visitors with carer tickets might be eligible to receive a second wristband to ensure all rides know that you are to be provided concessions whilst at the event. Please go to the customer services desk in the north hall with your ticket and ID to check your eligibility. .

  • Your confirmation email cannot gain you entry into an event unless otherwise stated. Photos or scans of your tickets will also not be accepted.

    If your tickets have not arrived or you are unsure when they will be sent to you, please click here for more information.

Venue Questions

  • ExCeL London, One Western Gateway, Royal Victoria Dock, London E16 1XL

    https://www.excel.london/visitor/getting-here

  • For the car park, please use E16 1FR

    For taxi and/or coach drop off and pick up point, please use E16 1XL.

  • Use this link for travel advice

    https://www.excel.london/visitor/getting-here

  • Yes, there are over 1,800 parking spaces across the Orange car park, located under the venue. For more information visit here.

    Note the ExCeL car park is fully booked (excluding accessible parking) from 13th to 18th December due to another show at Excel.

    The closest alternative car park is on Dockside Road, which is a 10 minute walk from the venue. There are car parks at Canary Wharf from where you can catch the Elizabeth Line or DLR to Custom House. Alternatively go to Westfield Stratford City and you can then travel to ExCeL via the DLR. Full details of alternative car parks can be found here: Alternative car parks

    Visitors you need to book an accessible parking space should email info@excel.london in advance of their visit.

  • There are 155 bays suitable for disabled drivers on-site across ExCeL's car parks. These are wide bays with minimum dimensions of 5.9m by 3.6m. Access to the building from these bays is along walkways with a gradient of no more than 1:15 and via flat entrance lifts with automatic doors.

    All public entrances allow for access by wheel chair via low gradient ramps and an automatic door. Once inside the venue, all floors are level, offering unobstructed access.

  • Containers and Food: No cool bags/boxes, picnic hampers, or food items except for baby food, snacks, or medically required food.

    Alcohol: No alcoholic beverages are permitted.

    Recording Equipment: Professional recording devices or equipment are not allowed.

    Glass Items: No glass of any kind is permitted.

    Seating: Chairs are prohibited.

    Pets: Except for assistance dogs, no other pets are allowed.

    Wheeled Devices: Skateboards, roller skates, scooters, or bicycles are not allowed.

    Drones: Unmanned aerial vehicles or drones are prohibited.

    High-Visibility Gear: Hi-vis jackets or unofficial tabards are not allowed.

    Illegal Substances: This includes psychoactive substances, nitrous oxide, or legal highs.

    Laser Equipment: Laser equipment or pointer pens are prohibited.

    Professional Camera Equipment: No professional camera or video recording equipment is allowed.

    Spray Paint Aerosols: These are also prohibited from the event.

    Other Dangerous Items: Knives, work tools, fireworks, smoke canisters, air-horns, flares, offensive weapons, potentially dangerous objects, open bottles of drink/liquid (except sealed bottles of water), corrosive substances, unauthorized merchandise, kites, musical instruments, unauthorised powered vehicles, and any items deemed potentially unsafe or posing a risk to public safety or security are not allowed.

    This list of prohibited items has been curated to ensure the safety and security of all attendees at Kingdom of Winter.

  • Assistant dogs are permitted. This event is not suitable for pets.

  • Yes, the venue is wheelchair accessible, including access to the ice rink. There is no need for specific sessions, and wheelchairs can freely access the ice.

    For group wheelchair bookings, please contact SEE Tickets at point of purchase.

    For further accessibility queries, click here.

  • Wheelchairs can be hired free of charge and are available on a first come, first serve basis. Please speak to one of the venue security officers for assistance when you arrive at the venue.

    Mobility scooters can be hired free of charge and can be pre-booked in advance. They are subject to availability so please email info@excel.london and they will confirm if there is one available for you to hire.

  • If you think you have lost something at ExCeL London, please complete the form at https://notlost.com/excel-london.

Attraction Questions

  • We recommend that you arrive 20 minutes before the advertised time slot you have purchased for at each attraction (circus, ice skating, ice expedition trail).

  • We recommend leaving 30 minutes between each of your attraction bookings in order to leave yourselves enough time to get from one to the other.

  • You may need to queue for a short time prior to your attraction time and also to get on a ride though every effort has been made to keep this to a minimum.

  • SEE tickets will be on site to help with any ticketing requirements though the attractions are very in demand with limited availability. We advise booking early to ensure you have tickets to your favourite attractions.

    Click here to book now.

  • The circus duration is 45 minutes.

    Tickets are general admission and for this reason we recommend arriving early.

  • The expedition itself will last on average around 20 minutes, allowing for you to take pictures of the ice sculptures.

  • Yes, our ice rink is real.

  • We will be able to review capacities when we open and potentially be able to release a small number of additional tickets. Please follow our social media pages and sign up to our newsletter to be the first to know.

    In addition, we recommend that upon arrival you visit the box office at each attraction and ask them about on the day ticket availability

  • Skating aids are available on a first come first served basis and cost £5 each.

  • The minimum age to skate is 4 years old.

    Under 8’s must be accompanied by an adult; 1 adult to every 3 children

    Between 8 and 12 year olds must be accompanied by an adult; 1 adult to 5 children

  • All ride tickets can be purchased on site and prices range from £3-£5.

    Some rides may have age or height restrictions which will be clearly signposted.