Frequently Asked Questions
When will Santa be at the shopping centre?
Can I preview my Santa Photo before purchasing?
Yes. You can preview all the photos we have taken on a dedicated preview screen so you can print your favourite.
I forgot to collect my photos at the time of purchase!
What if I cannot visit Santa at a Shopping Centre this year?
We understand these are uncertain times and many people will not be able to visit a Shopping Centre to see Santa but would still like to create Christmas Memories. We have created a number of Christmas Photo Gifts. Click here to create a Christmas Memory.
I didn’t receive my Photo email.
It is possible the email has been caught up in spam filters. Please check your spam folder first.
If you still don’t have the photo email please visit our Help with my Santa Photo page.
Can I print my bonus digital photo?
The bonus photo email is one low resolution digital file and is not designed for printing. It is designed for emailing family and friends and sharing on social media. By receiving the Bonus digital photo you agree to join the Shopping Centre Mailing list. Only available with a photo pack purchase. Bonus Photo Emails are only valid for day of booking.
Can I purchase a digital copy of my photo?
Certainly! We offer high resolution images on our Santa USB or a high res photo email of your favourite photo.
What Photo are included on my Santa USB?
Our USBs contain the all the images shot during your Santa Photo visit. These files are not cropped. As much as our Photographer Elves frame your Santa Photos, there will always be a wider frame. We allow a wider frame to ensure that you can develop your Santa Photos at Photo Kiosks and Online Services.
Do I have to pay for a USB, can I bring my USB in to use?
Unfortunately, our staff cannot accept external USBs. This cyber safety precaution initiative protects our equipment and all Customer’s Santa Photos. The cost of the USB item or USB Pack does not reflect the USB itself but the Santa Photo Experience. We offer multiple poses and group shots as part of a USB pack to ensure you receive a variety of great images.
Can I purchase additional copies of my photos?
What should be in my photo package?
- Choose from One 6×8″ Print OR Two 4×6″ Prints
Super Family Value Pack
- Two 6×8″ Prints
- Four 4×6″ Prints
- Four Wallet Prints
- One 6×8″ Calendar
- One 4×6” Magnetic Fridge Frame
- One High Resolution Image Emailed
Personalised Christmas Card Pack
- Two 6×8″ Prints
- Ten 4×6″ Prints
- Ten Folded Christmas Cards with envelopes
- Four Wallet Prints
Santa USB Pack
- Two 6×8″ Print
- Four 4×6″ Prints
- All Images High Resolution on Santa USB
Can we take Videos or Pictures while visiting Santa?
Unfortunately, we don’t allow photography or video on Set from anyone other than our trained Photographers. This is for everyone, including our elves and your Children’s Safety. We kindly ask that there are no Camera or Video devices used while visiting the Santa Set. Our Elves are there to Capture your magical moments with Santa. Ask about our Bonus Photo Email which our elves can email directly to you after your Santa Visit.
Can I pay by Cash?
For the safety of staff on set, we would prefer that all transactions are made via card. However, some centres will be accepting cash payments with the exact amount.
How long do I have to wait to receive my photos?
Photos are printed, saved to USB and emailed while-you-wait.
Will my photo be landscape or portrait?
All Santa Photos will be shot as Portrait photos unless specifically requested by a customer or if visiting with a large group.
If visiting with a large group, please be aware we will have to shoot landscape to produce the best shot, framing all members and centring in the photo.
If you would like your family Santa Photo in Landscape, chat with our photographers at the time of your visit.
Can we have a photo with our cousins and friends?
Yes. We can accommodate cousin or group photos.
I am unhappy with my Santa Photo, what can I do?
We understand that this is a very important time of year for you and your family and sometimes unfortunately things do not go as planned. If you are unhappy with the quality of your prints, please let us know by visiting our Help with my Santa Photo page or speaking with one of our elves on set, and we can reprint and replace your order for you to collect (and hand in the inferior prints). If you were unhappy with your Santa Photo experience for any other reason please contact us on 1300 302 224 to discuss further.
Can I visit Sant without having a photo?
With our Booking system, on weekends and Sold out periods, unfortunately, we do not have time for families to come and meet Santa without putting us behind bookings. When Santa doesn’t have any bookings families are welcome to visit Santa without having a photo.
Pet Santa Photo Questions
Can I bring my pet to have a Santa photo?
Many Shopping Centres offer dedicated photo sessions for pets. Click here to find local shopping centre near you. Bookings are essential. Unless you have an assistance or guide dog you will not be allowed to bring your pet for a Santa photo outside of these dedicated sessions.
What type of Pets can come to Pet Photos and how many can come?
The following animals are welcome at Santa Pet Photos; Dogs, cats, birds, guinea pigs and rabbits. All pets are to be on a leash or in a travel pen when walking to and from the Santa Set for the safety of both the pets and shoppers. There is a maximum of 3 pets per sitting.
Why are Pet Santa Photos a different price to Traditional Santa Photos?
We aim to keep all our Santa Photo Experiences as affordable as possible. However, this small increase is due to the additional, staff, safety and hygiene requirements to make Pet photos possible.
Sensitive Santa Photo Questions
Do you offer Sensory Photo Sessions?
The Centre I would like to visit does not offer Sensitive Santa Photo Sessions, however I require one. How can you help?
Click here to find other locations near you.
Alternatively please contact our elves at HQ, and we will do our best to arrange a dedicated Sensitive Santa photo sessions. with our elves and Santa, at a time convenient to you. Bookings are essential. Limited availability.
Can I make a booking to have my Santa photo taken?
Yes! Bookings are preferred and given priority for Santa Photo Sessions. Bookings are essential for Pet and Sensory Photo Session. There are limited spots so book early to avoid disappointment
How do I make a Santa Photo booking?
Click on Find Santa at Your Local Shopping Centre and select your local Centre. Once bookings are open a Book Now Button will appear on this page. If you are having any issues call 1300 302 224 and our friendly elves will help you.
There are no available dates to select to make a booking?
If no dates appear when you have selected your Santa Photo Experience type, we may be sold out. Walk-ins are Welcome for Santa Photo Sessions, bookings are given priority. Head down to your preferred Centre and ask our friendly Elves when they can fit you in. If you prefer to make a booking and cannot find availability, please contact us and we will try our best to find a time for you at your preferred centre. Bookings Essential for Pet and Sensory Photo Sessions.
How do I know if my booking is confirmed?
An email and confirmation will be sent to the email address you used to make your booking. Please check your spam folder. If nominated you will also receive text message confirmations and reminders.
How do I reschedule my booking?
If you need to change your booking, please use the link in you confirmation email, which will allow you to change the date and time of your appointment. If you have misplaced your confirmation head back to your Local Santa Photo Page and select the BOOK NOW Button. Once on the Bookings page, sign in using your phone number and generated code. This will allow you to see your upcoming booking and reschedule or cancel. If you are still unable to reschedule or cancel your booking email please email [email protected] or call us on 1300 302 224 . Due to our limited sessions we may not be able to accommodate all changes. Please note 24 hours notice is required to change your appointment.
What if I need to cancel my booking?
You may cancel your booking up to 24 hours before the session to receive a full refund minus an administration fee of $3. $27 is retained for missed bookings. You can reschedule your booking yourself up to 24 hours before your session. With less than 24 hour please call 1300 302 224 or email [email protected]. You must contact us to process all refunds. Once refunds have been processed you will receive confirmation notifications and it may take up to seven business days to complete and appear on your bank statement.
Can I visit Santa without a booking?
Santa is always happy to give you a wave and a smile as you pass the Santa Set and chat to you over the fence.
Can I walk-in and wait in line for a Santa Photo?
Walk-ins are welcome however bookings are preferred and given priority. There will be limited availability for walk-ins on weekends and the last week before Christmas. We will do our best to accommodate you on your arrival or suggest the best time to return. To avoid disappointment and secure your visit we advise you book, head to your local Centre’s page and select the BOOK NOW button. Bookings are essential for Pet Photos and Sensory Photos.
The booking starter pack cost has come out of my account, but I have not received my booking confirmation email?
Unfortunately sometimes our booking confirmations do go to SPAM or JUNK email folders. If your booking was successful, an email confirmation and receipt will be sent to the email address you used to make your booking. Depending on the notification preference you selected you may also receive a text message confirmation. If you cannot find any notifications head to our website, and select the BOOK NOW button on your Centre’s page.Once on the Bookings page, sign in using your phone number and generated code, this will allow you to see your upcoming booking. If you would like more help please call us on 1300 302 224.
I have forgotten what time my booking is?
To view your booking details, please check your email confirmation or head to our website, and select the BOOK NOW button. Once on the Bookings page, Sign in using your phone number and generated code. This will allow you to see your upcoming booking and reschedule or cancel. All bookings cancellations require 24hours notice, and bookings over $25 require customers to contact Christmas Memories HQ to action refunds. You will also receive a reminder notification 24 hours and 1 hour before your appointment, with details on the Santa Photo Session you booked and location details.
What if I miss my booking?
Unfortunately as we have limited sessions, we require 24 hours notice to give us the opportunity to fill the booking. Hence we are unable to offer full refunds for missed bookings, $25 will be retained for missed bookings. Please contact us if you have ordered a pack other than the Starter Pack for $25, to refund the difference. Self-service rescheduling is available with more than 24hours notice, to reschedule your appointment please use the link in your confirmation email. For more information contact our Elves on 1300 302 224.
Do I have to purchase a package at time of booking?
Yes. To secure your booking you will need to purchase a minimum of a Starter Photo Pack. You may also pre-purchase a Value Pack, USB Pack or Card Pack. You may change or upgrade your pack, and purchase additional prints, digital files and photo gifts on the day of your visit.
Can I change to a different package than what I purchased at the time of booking?
Yes! On the Day of your Santa Photo our friendly elves will confirm your order at time of booking. Please let them know if you would like to change to a different package. All upgrades can be processed on the day. If you downgrade our elves will organise a refund of the difference between packages.
I have booked a Santa Photo Session and would like a Pet Photo Session instead, how can I change my Appointment?
Yes, you can change from a Santa Photo Session to a Pet Santa Photo Session and visa versa. To make this change please contact HQ on 1300 302 224, to refund and cancel your Santa Photo Appointment and rebook a Pet Santa Photo Session. Unfortunately, we cannot move appointments between Santa Photos and Pet Photos. .