Review Time
I was genuinely surprised by some of the negative reviews, as our experience was nothing short of magical. From start to finish, it was one of the most memorable family outings we've ever had, and my three children loved every moment. Upon arrival, it was clear how much thought and care went into creating the experience. The environment was immersive and breathtaking, captivating even the adults. Each part of the journey flowed seamlessly, keeping the kids engaged. My youngest was thrilled, and even my oldest, usually skeptical, was enchanted. Meeting Santa was a highlight, feeling intimate and truly magical, unlike rushed experiences elsewhere. The team is clearly dedicated to preserving that magic for children. Although it's a premium experience, we believe it delivers on its promises. I can't imagine a better festive outing for families with young kids. This experience exceeded our expectations, and we would happily return.
We were supposed to receive our invitations for the children, but now it's the day before and we've been informed of a delay. The invitations will arrive tomorrow, too late for the magical experience they promised. This whole ordeal has cost a fortune, and I feel like requesting a full refund. I'm incredibly disappointed, and the fact that customer support is only reachable via email is unacceptable, especially in situations like this!
It saddens me to write this review as I love Christmas and aim to make it magical every year. I ordered a Christmas Eve box with family pajamas in August for £280 and still haven't received anything. An email stated it was dispatched, but tracking shows it's still 'preparing.' I've sent emails and messages on social media without any response. We are celebrating Christmas this weekend, and now I realize the box won't arrive in time. It feels like a scam to take money without delivering. Waiting over four months is unacceptable; I just want my money back, but they are ignoring that too.
I would rate this service with NO stars if possible. I placed my order on August 29, 2025, and have chased this matter five times with no responses. Almost four months later, my order arrived, but the personalized pajamas were not done; they just sent the plain ones. Four months is plenty of time for personalization. I've contacted customer support about my order, and they can't open another case for 14 days. Christmas will be over by then. I was patient and only followed up in November. This level of service is completely unacceptable. Avoid this company if you want to avoid extra stress before Christmas.
The ordering and communication experience from the online store has been horrendous. I ordered in August and had no idea when my items would arrive. I started emailing in September to change my address, as we were moving soon, but after multiple emails, they changed my address to the old one without responding. I sent reminders, used their portal, and even reached out via social media, but received no replies. We finally moved in early December, and today I received a dispatch notification for the old address!
I ordered three boxes and several other items back in August. After numerous emails, my order finally arrived on December 16, but one box was missing. How can I provide two out of three children with a box? I've tried repeatedly to contact them with no success. I just want a refund; having only two boxes is useless.
Lapland UK issued an email on 14th December inviting us to order “Letters from Lapland” for “immediate dispatch”. We ordered the following day but, despite two chasers, still no sign and no updates. The online account merely says “order unfulfilled”. I’ll be asking for my money back and to remove me from their mailing list.
We never received our invitations, and there has been no contact from customer service despite multiple emails! The food at the restaurant was terrible, and the time spent in the ice rink felt rushed. In my opinion, just save your money and visit the real Lapland!
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