Santa Frequently Asked Questions

Booking System Questions

Yes absolutely! Just make sure you book a Pet Photography session.

Bookings generally open two weeks prior to Santa’s arrival. Please visit the website of your preferred Shopping Centre to find out when their bookings open.

Please visit the website of your preferred shopping centre and follow the prompts to make a booking.

Please note, we do not take bookings over the phone or through the Scene to Believe website.

Please visit our Santa Photos Bookings page to find the closest location to you.

Yes, Santa Photo sessions are limited, we recommend making a booking as soon as possible. Please visit our Santa Photos Bookings page for your nearest location.

Yes, when you make an online booking for your photo session, you will also be prompted to pre-purchase a photography package. Additional prints, merchandise or package upgrades can be purchased on the day of your booked session.

Search in your inbox or your Junk mail folders for an email from Santa at Scene to Believe. If you still can’t find the email, please fill in the contact form and one of our Customer Care agents will help you.

To reschedule your booking please click on the ‘reschedule’ button in your booking confirmation or booking reminder email.

*Please note that if you wish to reschedule to a different location, you will need to contact us at customer support on 0800 942 012.

You can cancel your booking online at any time.

Please refer to your Booking Confirmation email and scroll down to the text “Click here to view your booking confirmation online”.

Once you click on the link, you will be redirected to your unique booking page, click on the “Cancel” button below the QR code.

Please Note: Cancellation fees apply and your refund amount will depend on the cancellation Refund Policy (outlined below), as agreed to in the Terms of Sale at the time of booking.

You can reschedule your booking without a penalty.

The following cancellation fees apply:

  • Cancellation up to 72 hours prior to the scheduled booking time will incur a 10% service fee of the total purchase amount.
  • Cancellation within 24 to 72 hours prior to the scheduled booking time incurs a 25% service fee of the total purchase amount.
  • Cancellation within 24 hours prior to the scheduled booking time incurs a 50% service fee of the total purchase amount.

If you have missed your booking, please try and reschedule using the reschedule self-service button in your Booking Confirmation or Booking Reminder emails.

Alternatively, please contact our Customer Care Team directly at 09 871 9717 or by using our web form on the customer support page. We will do our best to reschedule your booking (subject to availability).

Please let our set staff know as soon as you arrive and we will do our best to accommodate you or help you change your booking to another time slot.

Please refer to your booking confirmation email which will outline the location or call your Shopping Centre’s customer service for further assistance.

Each shopping centre has a limited number of Santa photography sessions available, so we encourage you to book early as there is no  waiting list or ability to add more sessions.

To find another location nearby, please visit our Santa Photo Bookings page.

Many shopping centres offer dedicated Sensitive Santa photo sessions for children with special needs. Please contact your local shopping centre or visit our Santa Photos Booking page to see when and where sensitive Santa is available.

Many shopping centres offer dedicated Santa photo sessions for families with pets! Contact your local shopping centre or visit our Santa Photos Booking page to see where and when pet sessions are available.

Please note shopping centres may restrict the type of pets that can be brought on set. Please refer to the centres website for more information.

Of course! We encourage you to get in the photo so that your whole family including your furry friend features in your Santa photo.

We recommend a maximum of eight people per Santa photo session to allow us to capture the perfect photograph.

Please contact our Customer Care Team on 0800 942 012 and one of our Customer Care team will assist you with redeeming your voucher and finalising your booking.

Our booking site only accepts Visa and MasterCard. If you’re experiencing issues with one of those cards, please contact your bank or card provider.

Alternatively, try opening the booking page in incognito mode, with a different browser, or on a different device.

Oh no! Please contact our customer care team on 0800 942 012 and we would be happy to help you change your booking location (subject to availability).

Santa Visit Questions

Santa arrives in most shopping centres during November and will be there until Christmas Eve. For specific dates and operational hours, please visit the relevant shopping centre website.

Absolutely! Everyone is welcome to visit Santa regardless of whether you are purchasing a photo or not. For those little visitors that are not so sure of Santa, we encourage regular visits before booking a photo package.

There is no waiting! Scene to Believe Santa photos are printed instantly. If your purchase includes a digital photo, please allow up to 24 hours to retrieve your digital photo.

If your photo has a watermark you are likely viewing your digital gallery. We have watermarks on images prior to download to protect the image, however, once you click the download button, you will receive your high-resolution copy ready for prints and sharing in your downloads, or if you are using your phone, on the Files app.

You can scan the QR code on your receipt or click on the link in the email we sent you after your visit to access your digital gallery and purchase additional photos directly from there. If you would like additional print copies of your photos, you can return to the set where you had your photos taken to purchase additional prints, or alternatively, you may print your downloads yourself!

Yes! Photos from 2019 onwards available for purchase, please contact the customer support team on 0800 942 012 for assistance, or fill in our contact form on the Customer Support page with your information.

Oops! Please return to the Santa set you visited with your booking confirmation as a reference and our set staff will be happy to assist you.

We offer a range of Christmas Themed Merchandise available for purchase on the day of your Photo visit.

The bottom of your snow globe slides off, so there’s no need to twist it. If it’s just a little stiff, just shuffle the base in the side to side motion and wiggle it off the globe. Here’s a video to help you.

We truly appreciate feedback, it helps us to improve our service.  Please fill in the Customer Care form with your feedback.

Please refer to your booking confirmation email which will show the location or visit your Shopping Centre’s website for further assistance.

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