1300 302 224

Frequently Asked Questions

General Questions

How are you keeping families Safe with COVID-19?

Coronavirus COVID-19 has impacted many areas of our life. The health and wellbeing of Santa, his elves and all the families who visit, is our highest priority. We have worked with Government Health departments and the Shopping Centres to create a COVIDSafe plan which allows us to serve you in a reliable and safe environment. Please read our COVID SAFE SANTA page for details.

Can I visit Santa without purchasing a photo package?

Unfortunately, to adhere to our Covid Safe practices, only families having a photo with Santa will be allowed to enter the Set.

Can I make a booking to have my Santa photo taken?

Yes, this year bookings are essential for all Santa, Pet and Sensory Photo Sessions. There are limited spots so book early to avoid disappointment. Click here to find your local centre and make a booking.

Can I bring my pet to have a Santa photo?

Many shopping centres offer dedicated photo sessions for pets. Click here to find a location near you. Bookings are essential.

Do you offer Sensory Photo Sessions?
Many shopping centres offer Sensory Santa photo sessions. Sensory Santa is created for families with children who have physical or behavioural special needs that find it challenging to have a photo with Santa under normal conditions. Click here to find local shopping centre near you. Bookings are essential.
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.

Can I print my bonus digital photo?

The bonus photo email is low resolution digital file and is not designed for printing. It is designed for emailing family and friends and sharing on social media.

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.

How long do I have to wait to receive my photos?

Photos are printed, saved to USB and emailed while-you-wait.

When will Santa be at the shopping centre?
Click here to find the days and times Santa will be at the photo set for your local shopping centre.
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 purchase additional copies of my photos?
Certainly. Just head back to the shopping centre where you had your photo taken and let the team know the day you had your photo taken and they can print extra copies for you at additional print prices.
I forgot to collect my photos at the time of purchase!
No problems. Return to the shopping centre and speak with our friendly staff. They will be able to assist you.
What should be in my photo package?
Starter Pack

  • One 6×8″ Prints OR Four 4×6″ Prints OR One High Res Image

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

Personalised Christmas Card Pack

  • One 6×8″ Prints
  • Ten 4×6″ Prints
  • Ten Folded Christmas Cards with envelopes
  • Four Wallet Prints

Santa USB Pack

  • One 6×8″ Print
  • Four 4×6″ Prints
  • Four Wallet Prints
  • All Images High Resolution on Santa USB

Ultimate Gift Pack

  • One 6×8″ Prints
  • Four 4×6″ Prints
  • ANY Four Photo Gifts
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.

Can I pay by Cash?

As an added safety measure for our staff during COVID we have made the decision to only take payments via card at the Santa Set.

Can Santa hold my Baby?

Unfortunately due to social distancing Santa will be unable to hold babies or young children this year. At this stage either a parent or older sibling will need to hold the baby. We are looking into options for booster seats for younger children and supports for babies but this has not been finalised yet.

Will my photo be landscape or portrait?

For best results we are shooting landscape for all photos. We have had to make adjustments to the set layout due to social distancing and have found this provides the best photos.

Do I have to wear a mask for my Santa Photo?

In Victoria to abide by current State Government Health directives all people over the age of 12 are required to wear a mask when they leave home.

Do I have to wear a mask for my Santa Photo?

In Victoria to abide by current State Government Health directives all people over the age of 12 are required to wear a mask when they leave home.

Can we have a photo with our cousins?

This is highly dependant of current State Government regulations and health advice for COVID. If there are no limitations on the number of people or households allowed in the set dimensions at any one time we can accommodate cousin or group photos. Our Elves will be working hard throughout the year to ensure Santa Photos can run as safely and smoothly as possible, and will be updating our policy based on advice from State Government.

I am unhappy with the quality of my prints, 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, such as colouring, 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 during your booking please contact us on 1300 302 224 to discuss further.

Booking Questions

How do I make a Santa Photo booking?

Click here to find your local Shopping Centre and make an online booking. If you are having any issues you can call 1300 302 224.

How do I know if my booking is confirmed?

An email confirmation for your booking and a Paypal receipt from Milestones 2 Memories Pty Ltd will be sent to the email address you used to register your account. Please check your spam folder.

The booking fee has come out of my account, but I have not received my booking confirmation email?

If you have not received your booking confirmation, but the transaction has been process, please login to your account through Manage my booking to view your appointment. If you can see your correct booking in your account and the booking fee has been processed your booking is confirm. You do not need to bring your confirmation along with you. If you would like more help or for the confirmation email to be resent please call us on 1300 302 224

What if I need to cancel my booking?

To cancel your booking, please head to our website, where you will be able to Manage my booking. Once you login your upcoming bookings will be displayed, and you will have the option to cancel your booking. You will need to email [email protected] with your name and the date of cancelled booking and we will issue a refund for the Starter Pack. Please note 24 hours notice is required to receive a refund and allow 2-3 business days for a Paypal refund.

I have forgotten what time my booking is?

To view your booking details, please head to our website, where you will be able to Manage my booking. Once you login your upcoming bookings will be displayed and detail the date, time and location of your Santa photo experience.

How do I reschedule my booking?

If you need to change your booking, please head to our website, where you will be able to Manage my booking. Login in to your account and find your booking. You can view available sessions and update the Date and Time. 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 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 refunds for missed bookings. Self-service rescheduling is available via the Manage My Booking page. For more information contact our Elves on 1300 302 224.

What if there are no availabilities?

Unfortunately, due to COVID restrictions there are limits to the number of booking we can safely conduct. If you cannot find an availability, please contact us and we will try our best to find a time for you at your preferred centre.

Do I have to purchase a package at time of booking?

Yes, to secure your booking you will need to purchase a $25 Starter Pack. This is our entry level pack and includes ONE of the following options: One 6×8 Print OR Two 4×6 Prints OR One High Resolution Photo Email. You can decide on the day of your photo which option you would like. If you would like to purchase additional prints or gift you may do while visiting Santa.