LaplandUK Reviews 

We should have received our invites to give to the children. However it is now the day before and we have been told there is a delay so we won’t be getting our invites until tomorrow the day we attend which is actually too late as for one you are supposed to make it so so magical they suggest putting the invites in the freezer etc etc
The invites will actually be arriving after our visit time . The whole experience has cost a mini holiday and I did not expect this feel like asking for a full refund ?!!
So so disappointed and as far as only being able to contact them via email that is just not good enough especially I. Circumstances like this !!

Ordered from the online store on 9th November, paid £172 and still not received anything. Not getting replies to any of the multiple emails I sent periodically chasing it up. So so disappointing and frustrating! Ordered to the school I work in, which closes tomorrow till 5th Jan so no xmas eve box or gifts for my child but out of pocket for it all. Gutted! So so poor!

I ordered 3 Lapland Xmas eve boxes and numerous other things back in August, after loads of emails my order was delivered 16th dec with one of the boxes missing, how do I give 2 of 3 children a box .. I have tried so many times to contact them and nothing! I want a refund it’s useless to me only having 2

I'm really sad to be writing this review as I absolutely love Christmas and attempt to make it magical every year. I ordered the Christmas eve box in August with family pyjamas at a cost of £280 and still haven't received anything.
I had an email saying it's been dispatched and to track the order, but the tracking still says "preparing". I've emailed, sent messages on Facebook etc and not got a single response.
Unfortunately due to personal circumstances we are celebrating Christmas this weekend and I've now realised there is no way our Christmas eve box will arrive in time. It's obviously a company but this is not the way to run a business and taking peoples money and not delivering is really starting to feel like a scam. Waiting over 4 months for something is utterly unacceptable. At this point I just want my money back, but they're ignoring that too.

Never received our invitations and no contact from customer service despite numerous emails sent! Terrible food at the restaurant and rushed time in the ice rink. Just save money and go to the real Lapland in my opinion!

If I could give NO stars that would be too much.
I placed my order on 29th August 2025. I have had to chase this matter 5 times and made a formal complaint. I have received no responses. Today, almost 4 months after placing my order, the goods arrived and the pyjamas I paid to be personalised have not been done. They have just sent the pyjamas out. Surely 4 months is ample time to get the personalisation done.
I have taken the matter up with SHOP while chasing my order and they cannot open another conversation for 14 days. Christmas will be over by then.
I was very patient and only chased my order in November which I thought was long enough. This company should be held to account as this is totally unacceptable.
If you do not want extra stress before Christmas, do not order from Lapland UK Shop

Wouldn’t recommend buying anything from the online store. Delivery takes forever if at all and it is almost impossible to get an answer from an emails. Limited customer service very quick to take your money
Placed an order on 8th November for Christmas pjs which are £50 each and it would be nice if the children got to wear them more than once!!! Still no email re dispatch date, email response is… you will receive an email when the order is ready! 8 weeks plus is a long wait for delivery especially without any communication or reassurance your expensive order will arrive!!!

Ridiculously bad ordering and communication experience from the online store. Ordered in August, no idea when things were arriving, started emailing in September asking how to change address as we were hoping to move house soon, multiple emails after, including one where they advised they had changed my address to the same old address and no replies after. Sent chasers, used the "portal" as advised, then Facebook messenger, they then reply saying give us your email and we'll email you directly, no reply, no email, not even "seen" the messages. We finally moved at the start of December and still kept messaging them. Now today had a notification of dispatch to our old address!

DO NOT BUY FROM THE ONLINE STORE
Your items ordered will not arrive! I've been trying to get hold of anybody from the company via email, enquiry form on website, Instagram and Facebook to resolve why £140 worth of items have not arrived when I ordered 28th November.. now 15th December.NO REPLY and no way of phoning- the only number is voicemail operated- A COMPLETE SCAM

Have emailed customer services a number of times, Facebook messaged, heck even messaged the so called Mr and Mrs Santa Claus via instagram.

NO invitation received for my little boy as promised when I brought the tickets!!!

£450 for two of us and your teams can’t even be bothered to answer emails?! Little do they realise people like me and all the others not receiving what they were promised are keeping them in a job!!!

After the year from hell losing my mother and father they asked me to promise them with my inheritance I would take my son here as it’s all he’s gone about about for two years.

Here I am arriving tomorrow, with not one single thing you promised!!!!!!

I am disgusted and I will write reviews everywhere I can. I’ve also reported it all to trading standards.

Frauds!!!!

Avoid this store at all cost absolutely no customer service if you contact them you just constantly get a generic email response time frames for delivery are non existent, good orders for over 3 weeks and according to site still being prepared for shipment. If they can’t deliver why take the order. The most frustrating thing is I am still getting email to encourage you to purchase good which they haven’t delivered

THE WORST CUSTOMER SERVICE EVER!!!! Take notice of the reviews people are taking the time to write and AVOID the Lapland Uk Online Store……….

I’m still waiting to receive items I ordered back in August and have sent numerous emails but just get ignored, I will be lucky to recieve the items I’ve ordered by next Christmas at this rate, absolutely appalling customer service 😡😡😡

Absolutely amazing experience with our 8 year old daughter! She went in unsure as to whether Santa was really, and left a complete believer! The attention to detail is unbeatable and the staff/elves were amazing! Most of the bad reviews here are regarding orders made online, not the experience itself! but we ordered hats, advent calendars etc and they all came a week or 2 before our visit, and I do believe it does state this! Why would you expect your advent calendars and Christmas hats to arrive in march lol. If our daughter was younger, we’d 100% bring her back again! Such a magical experience and the whole set up is just beautiful. The only down side for us was the food, although the service was quick, even with a bit of a queue, it is your usual foods, hot dogs, pizza, burgers etc, maybe we’re a little more fussy than most but we didn’t rate it. Other than that we 100% recommend taking your kids here!! Well done Lapland 🥰

As soon as the online store opened in November, after they prioritised the sale of the advent calendars, I ordered 2 husky toys. I didn't receive any dispatch emails or updates for the order despite emailing enquiring for an update. I finally had a dispatch email 4 weeks later and received 1 husky.

I emailed them straight away with a photo proving only 1 husky got delivered. I received no response. I have sent multiple messages via their online form on their website, directly to the lapland store email address and to the enquiries email address but again, nothing.

I messaged on Facebook and finally got a response but they only directed me to contact the Guest Relations team using the channels I had already used. They took no ownership of my issue.

So, less than 2 weeks before Christmas, I am a toy down which will ruin our tradition of having a different husky each yr with the stocking from Santa.

They don't care about Customer Service, they just ignore messages and hope customers will give up. But if I don't get the husky, I'm owed a refund. So I won't be giving up and I won't be using their online shop again.

Appalling behaviour from a company that make it their marketing mission to make you believe they want to make Christmas magical for children.

When we arrived, the person at the front was quite rude, which really didn’t set a good first impression and dampened our spirits. However, everything changed once we went inside. The staff were no longer rude, and the whole place felt magical, clean, and full of attention to detail.

Our son is 3 years old, and we did feel he was perhaps a little too young, as things move very quickly, but you do still feel part of the overall story. The food was good, though quite pricey (which is to be expected).

The elf walk and meeting Father Christmas were brilliant and definitely a highlight. Overall, the experience itself made up for the poor start, but the initial interaction really could have been better.

Can not believe any negative reviews! My family and I went to Lapland UK Manchester today (12/12/2025) It was amazing from start to finish! Attention to detail is fabulous so smoothly run like clockwork,from arrival it was magical waiting in the departure area with hot chocolate then onto the story of the pine cone tree, magical opening of the door into Lapland! More amazing characters with tales then off into the toy making factory to help the elves make bears for Father Christmas and more beautiful tales from the toy making elves. After that was straight to the bakery to decorate a gingerbread house along with a tale from Mother Christmas. The Elven village with Ice Skating and Letter writing was beautifully designed! The sleeping reindeer in reindeer lodge were absolutely fabulous what a great idea sleeping reindeer 👌 Our finale was of course waiting to meet Father Christmas and that meeting was the best experience! Even the walk with an elf ( just with your own family) to his cabin was magical through snow covered trees lanterns lighting the way perfect!
Every character there was brilliant and so attentive to all children!
Truly an amazing unforgettable day if you are going you will not be disappointed!

I placed an order on 7th November for four sets of pyjamas, a Christmas Eve box, hot chocolate, a tree decoration, and reindeer food…all specifically for Christmas. It’s now 12th December, and I still haven’t received anything. Even worse, I’ve sent five emails and haven’t received a single response.

This level of service is unacceptable at any time of year, but to completely ignore customers and fail to deliver Christmas items is shocking. These were meant to make Christmas special for my family, and instead I’m left stressed, frustrated, and out of pocket.

I want my money back immediately. Disappointed doesn’t even begin to cover it.

So sad that it was a rubbish experience.The polar bear toy in the toy workshop had parts missing, and parts that had the velcro missing so they didnt stick, the toy conveyor belt was turned off before all the children had put their toys on. the view is rubbish for smaller children unless they are sat right at the front, the bakery section started before all the children had even entered. Jelly sweets are not a safe option for smaller children as my child choked on one (and not one out of his pack as I hadnt even opened it he found one left from the previous session). hardly any signs or directions in the village, couldnt see a map either. the reindeer shed is not easily identified, the ice skating is horrendous as you have to give your shoes to get shakes and walk in your socks across wet floor to sit and put your skates on. being so busy the ice was so so cut up it was very hard to skate on.  the child skates do not fit safely for a toddler wearing a size 4 shoe. the warm cinnomon bun was not warm it was cold. its not easy to go to the toilet unless your in your village time and again hardly any signs for toilets except at the shop at the exit right at the end. the parking took forever (although very friendly attendents) and unhelpful elves both at the inital departures lounge and in the toy workshop. each timeslot was so packed and really not nice being so busy for smaller children, my child got pushed by adults all trying to rush through the first few parts.
Why bother sending a post visit feedback email then dont bother to follow up when someones had a bad experience?

Went to the Manchester one first time Dec 2025. Absolutely brilliant. The grandchildren really loved every minute of it. Very magical and really well managed. Can’t believe the negative reviews. Was worth every penny. I believe you sold out quite quickly too which says it all. Not over subscribed either and felt more of a personal touch.
Well done to you all. You made it very special x
Happy Christmas

I bought this for my grandchildren as a Christmas present and they loved the experience. To keep the magic going I bought them each the advent calendar. These are NOT cheap but when they arrived, once had only 4 coins and the other 5. They were so upset. I ended up buying chocolate coins from the supermarket and blaming it on the Elf on the Shelf so they would have a coin in each window. Emails aren’t replied to, no phone number. Have now got credit card company involved