Frequently Asked Questions
Magical Elf Visits
What is the Christmas Eve surcharge?
Christmas Eve is the busiest time for us Elves at North Pole which means this is a Elfie bank holiday.
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Therefore Christmas Eve will be an additional £35 plus £5 extra per child on every package.
What are Sleigh Travel Zones?
We have 6 Sleigh Travel Zones
(A to F) Your postcode is how the elves can work out which zone you are with our Hub checker!
The distance you are from us determines your zone.
Your zone cost is a combination of sleigh fuel, toll charges and travel time.
What are Magical Elf Home Visit packages?
Who are Muggletoffs?
Muggletoffs are in fact you guys! Yes, thats correct! Elves know the Mummies and Daddies and all big people as Muggletoffs.
What dates can i book for Magical Elf Visits?
We have 6 different Magical Elf Visit packages prices start from £65.00
Click here to view our packages.
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Saturday 7th & Sunday 8th
Saturday 14th & Sunday 15th
December 2024 and
21st to 24th December only!
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Please note Magical Elf Visits SnowBall Diary closes 6pm on 24th November 2024.
What is a Bubby/Bubbies?
Bubby/Bubbies are babies who have not yet had their first Christmas
Bubbies go free with a paying group of children.
How many Elves do I Get at my visit?
All packages include only 1 Elf during your visit. If you would prefer to have more than one Elf please look at our Elf VIP Experience. Here we can organise a bespoke package during off peak dates only.
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Will my Bubby/Bubbies be included as a non paying guest ?
Bubby/Bubbies will be included but will not receive items/gifts the paying children will get.
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If you would like your Bubby to receive gifts please add as a full paying child.
Why are we given time slots not precise times?
Having tried many different ways before we now know that giving you a precise time slot does not work as it is impossible for us to keep to time with obstacles such as traffic, parking issues, getting lost, unable to see numbers in the dark, last minute cancellations and so much more.
You will be given your time slot and your Elf will keep you updated when they are on route to your home.
Please do NOT go out during your time slot - this will be treated as a cancellation and non refundable/transferable.
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You MUST be available the whole time slot even if you are given a smaller time frame.
Does my Elf go inside my home?
Having experimented with both outside and indoor visits. The ELves as a collective have agreed that they work so much better in your front or back gardens and door steps. Gives it that extra magic, keeping the little ones at a distance, they love to examine our ears when we are close.
We are able to be more free with our performances and we are at less risk of breaking things with our larger than life costumes.
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If on Christmas Eve, Santa and his Elves cannot enter your home unless the littlens' are asleep, then let's keep that magic alive and keep those Elves on the outside. Only the little Elf on Shelf Elves are allowed in your homes.
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Our Elf VIP Experiences can be inside your home as it is a bespoke experience tailored to you.
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Elf Surveillance Patrol
Every home is different depending on the amount of children attending this will usually last approx 15 minutes on average.
Being on Elf Surveillance duty, during your visit your Elf has a naughty and Nice checklist to keep your child/children on track to being on Santa's Nice List.
What dates can I book for Elf Surveillance Duty
Saturday 30th Nov & Sunday 1st Dec 2024 only!
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Please note the Elf Surveillance Patrol SnowBall Diary closes 6pm on 24th November 2024
Does the Elf come into my home?
What is Elf Surveillance Duty?
The Elves are on Elf patrol keeping all the children on Santa's nice list this year in preparation for the big day.
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We have a Naughty and Nice checklist which will encourage your littlens to be on their best behaviour.
How long does Elf Surveillance Duty Last?
No we do not enter your home, Elf Surveillance Duty is a door knock with a delivery of goodies and Elf Surveillance Check. Aprox 15 Min.
What is included in the basic Elf Surveillance Duty package?
1 X Elf Knock at the door
Advent Calendar
Elf Surveillance Report Card per child.
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However you can purchase additional items for your delivery.
Why are we given time slots not precise times?
Having tried many different ways before we now know that giving you a precise time slot does not work as it impossible for us to keep to time with obstacles such as traffic, parking issues, last minute cancelations and so much more.
You will be given a time slot and your Elf will keep you updated when they are on route to your house.
Please do NOT go out during your time slot - this will be treated as a cancelation and non refundable/transferable.
What do I do if I have my own Elf on The Shelf and do not order an additional one?
Simply leave your Elf On The Shelf doll in a safe place outside home before your Elf arrives for delivery.
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Please add the location and name of your Elf in additional information box so we know where to find your Elf.
What is the maximum number of children?
The maximum children allowed is 8. We recommend smaller groups for a more personal and intimate experience.
Making A Booking
You can only make a booking after you have spoken with an Elf. You cannot make any online bookings via our website as each visit requires route planning and organisation to avoid any mistakes. To make a booking please contact us via Email, Instagram or Facebook.
Why is there a maximum on numbers at your visits?
Our visits are made for small groups to create the most magical Christmas experience, larger parties are not good for the experience and with too many children at the visit you will lose the personal magic that is so special.
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Elf Express Limited bring the ultimate luxury Christmas
experience, very different to your generic children's party entertainers .
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We an can have more than the stated number at our...
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Can you entertain at my wedding?
Having an Elf at your Wedding to surprise your guests sounds like the craziest thing but you will be shocked to know that this is a request we get quite often. But having tried visiting your Wedding parties during our peak times over the last few years we have discovered that this really doesnt work. Unfortunately due to time slot limitation and tight schedules we are unable to meet the expectations of the Bride & Groom. What we can do is offer our VIP Experience but please remember this is only during off-peak dates.
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Can we hire you for grottos or other Christmas events?
Our Elves are solely employed by Elf Express Limited and cannot be hired out to external companies/events.
Can i book via the website?
Can i book if i only have a Bubby or a group of Bubbies?
Yes! Of course we love visiting the Bubbies! Remember no little person is too young to believe in the magic. Bubbies only go free with paying children so if you would like to book for the Bubbies only you will need to book them in as a paying child.
Can you travel over seas to visit me and my family?
We get asked this quite often, as much as we would love to travel for work to these beautiful countries we unfortunately
cannot facilitate this ,being a small business with only 17 Elves.
We will be looking at this in the near future and fingers crossed we can take over the world and visit you all in the years ahead.
Can we hire you for large parties?
Elf Express Limited offers an intimate personalised luxury experience.
We are not a party company and do not offer entertainment for the larger parties as we cannot fit them into our busy Elf schedules.
We can offer our VIP Elf Experience, this bespoke service is only available during our OFF-PEAK times.
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Can i update my child's information closer to Christmas?
Yes! You will be sent your 'Personal Info Forms' when you book with us but you are able to edit the Childrens information up until the deadlines stated below.
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We cannot accept any edits for any child's information after the cut off date of 5pm Friday 10th of November for Elf Surveillance Duty and by 6pm Friday 15th of November for Magical Elf Visits and VIP Experience as per terms of conditions agreed when booking. If you try to do this after the deadline dates you will notified that the deadline has passed. Unfortunately after this date we can not make any changes as your Personlaised items will be in production.
Payments & Refunds
Payments are made via invoice or payment link which is emailed directly to you. All you need to do it click the pay button to make an instant secure payment online via our Stripe system.
Do you take deposits to secure a booking?
No booking deposit is required, we take full payment upfront so we can begin production of your personalised items right away.
Yes, thats right! Full payment is required when booking with Elf Express Limited. All items are personalised and go straight in to production within 7 days of booking. With thousands of children to visit us Elves must work all year round to make sure that we are ready and organised for the big day!
Does Elf Express offer any payment plans?
Hooray! Elf Express can now accept Klarna & Revolut. This method of payment can only currently be used via our payment links. But we are working towards having it integrated in to our Invoices also.
How do I make payment?
Is a full payment required when booking?
Once you have booked you cannot move your booking to the following year. You can request a refund and rebook with us in the new year but this must be within our 28 day grace period.
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Once you have made a booking you will be eligible for a refund up to 28 days after your payment date. After this date No refund can be made unless cancelled by Elf Express Limited.
If you book with Elf Express after the 30th October your booking will be classed as a late booking and will be nonrefundable.
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T's & C's apply
I can no longer make the date can i move dates?
Due to availability you may not be able to move your booking date. We can try our best but we cannot promise due to high volume of bookings, especially closer to the Christmas period.
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We recommend not booking until you are set on a date.
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If you are no longer able to make the date and we are unable to change due to availability you will not be eligible for a full refund.
What is your refund policy?
Bookings made up until the 30th October will be granted a 28 day cooling off period. Your 28 days begins from the date of your full payment and you are able to get a full refund for any reason during this time if you have booked between January 1st and October 30th 2024.
Once your 28 day cooling period is over we will then begin production on your personalised gifts and souvenirs after this time you will NOT be eligible for a refund.
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If you book with Elf Express after the 30th October your booking will be classed as a late booking and will be nonrefundable.
You will be granted a full refund if your visit is cancelled by Elf Express limited. Partial refunds can be received alongside faults or mistakes by Elf Express Limited.
Elf Express Limited have a cut off date on refunds as orders & production begins on your personalised items after 28 days of booking or if after October 30th production begins right away.
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If we do not keep on top of things and start with orders asap we will be at risk of making mistakes and not completing before our dead line.
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Why can i not get a partial refund minus the gifts?
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Once our books are closed the rota's are carefully created and the Elves are allocated their days of work. Once dates have been allocated, that time slot becomes unavailable and we will struggle to fill the slot at such late notice.
Why can i not get a refund?
Can i move my booking to next year?
Your Elves
You can request your favourite Elf or the Elf who visited your home in previous years. But we cannot promise that you will get a particular Elf.
Elves do not like to make promises that could be broken.
All of our Elf Express Elves are top notch and you are guaranteed the most magical time with any of the #ELFGANG you get to meet!
When will i find out which Elf will be visiting?
You will find out who your visiting Elf is the night before your visit via your Elf Whatsapp group that you will be in with your Elfmin & Elf.
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Changes can be made on the day of your visit so we would advise that you do not tell your littlens of our arrival and which Elf is on the way.
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There is always a risk of change due to all kinds of unforeseen circumstances, in this event we will do our best to reschedule or change things around but this may mean that your visiting Elf may change.
All of our Elves are professionally trained performers having graduated or still in training at the top Drama & Dance Schools. Being an Elf Express Elf isn't easy but after searching the country high and low we always find the right performers for the job!
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Once we audition and interview our new candidates they then enter the world of Elf School where they are told all the secrets of being and Elf and trained to perfection by our most famous Elves.
How can i be an Elf?
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We are always keen for new performers to join us. Wether it be as a new Elf or stepping into the curly shoes of one of our famous Elves that have fled the nest.
If you are interested please get in contact via email, with your CV/ Spotlight link and headshot with the Subject as NEW ELF GANG.
We tend to start our search for new performers and hold auditions August September time.
Subscribe below to keep updated!
Can i request my favourite Elf?
Are your Elves trained?
How many homes does each Elf visit per day?
Each of our Elves visit from 3-8 homes a day! And spend most of their day travelling.
Are your Elves DBS checked & insured?
Elf Express Limited have full Public Liability Insurance and all of our Elves are DBS Checked.
Can we get photo's & videos while our Elf Visits?
Elves love being center of attention! Feel free to snap away no need to ask. Just don't forget to tag us and share those memories with your friends and famiies and on your socials.
Who is the best Elf?
Its naughty to have favourites! All of the Elves are individual and quirky in their own way.
No Elf is the same, they all have different personalities and looks. All Elves are hand picked and trained by Pop Head Elf of The North Pole after a series of auditions and meetings.
All of the #ELFGANG are just as good as each other, so much energy, full of life and so much character.
COVID 19
Let's begin with our Elf Pods, these are great for your Elf to be able to perform socially distanced come rain or shine and they look super cute too. Our Pods give us our stage and a barrier of where we are and where you guys are, keeping the two worlds separate it actually adds to the magic.
Our Elves carry Elf & Safety Spray (Antibac Spray)and our very own "SantaIsers" (sanitiser)
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Each home has their gifts and souvenirs placed at your door before we knock, meaning no items are being shared or passed around. These are for you to keep!
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Our visits are outside of your home be it garden or front of house. We can only access your back garden if you have a side gates we cannot access through your home.
What happens if my Elf contracts Covid or has been told to isolate?
We will still visit you if you have Covid, but if one of the Elves contract the virus they will no longer be able to work until their isolation period is up. In this case you will be contacted and we will, if we cannot get cover for the day in hand organise a new day for the visit. If these dates do not suit your schedule we will then give you the option of a full refund or to move your slot to the following year. The safety of our clients come first and we will do everything we can to get you rescheduled.
What can we do to help keep our visit COVID safe?
The Elves have most the "Elf & safety" under control but there is one thing that we are unable to control and we need you Muggletoffs to help us out. We need you to keep your littlens at a distance, please make sure that they stay close to you and don't get too excited and run off. It makes it super hard for us to perform when we are trying to keep at a distance to keep every one safe.
What is in your "Elf & Safety" spray?
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Our Elf & Safety spray isn't just for fun, it is actually the famous Antibacterial All -In-One Dettol Disinfectant Spray. Kills colds and viruses plus kills 99% of Bacteria and viruses.
Don't worry this will only be sprayed in to the air or on surfaces.
How are your visits Covid safe?
I have Covid, can my Elf still visit?
Our Elf visits are 100% COVID safe and we can come visit you at your home even if you are isolating. Social distancing is in place and our Elves perform from their very own traveling Pods. We have our "Elf & Safety" spray to get rid of any nasty germs and each home gets their own souvenirs to experience the magic. You can watch & interact from the comfort of your home while your elf perform out front or in the garden of your home. Please note we can only visit back gardens if there is access via a side gate.
There is more than one household at my visit & one of the families is having to isolate, can I get a refund?
Elf Express has a no refunds policy, we advise to book as a single household. Although if you do decide to share the booking with another household we can offer the isolating home to join via facetime or video call. All souvenirs and gifts will be left at the visited house for all booked children too.
Can i move my visit to next year as we have Covid?
Unfortunately we cannot move any bookings to the next year. If you would like to cancel your booking and rebook for another year this will be charged as a new booking to be booked in when the books reopen in the new year .
All personalised items are dated and made in advance of all bookings throughout the year so are unchangeable.
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Our Elves are all booked in for their visits and contracted for set times and days around your bookings so any cancellations will be non refundable.
Dates can be moved in the same year but are subject to availability and will incur an additional cost.