Booking System FAQs

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

Please visit the website of your preferred Shopping Centre and follow the prompts to make your 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, visiting Santa this year will be by bookings only. Please visit our Santa Photos Bookings page for your nearest location.

Yes, each online booking requires you to pre-purchase a package and secure your preferred time slot for a small booking fee. Additional prints, merchandise or package upgrade can be purchased on the day.

To find your order, fill in the details and click ‘locate’ to find your confirmation.

To reschedule your booking please follow the self-service instructions in your booking confirmation email.

You can reschedule your booking (available time permitting) or request a cancellation and refund (subject to our Terms of Sale). Please refer to our cancellation policy below:

· Cancellation Up to 72 hours prior to the scheduled booking time incurs a 10% service fee of the total purchase amount.

· Cancellation within 24 to 72 hours prior to the scheduled booking time incurs 25% service fee of the total purchase amount.

· We are unfortunately unable to process a refund for cancellations within 24 hours prior to the scheduled booking time.

· Please note that cancellations need to be processed through our Customer Support Team on 02 9054 2636.

Please contact our Customer Care Team on 02 9054 2636.

Please alert the staff on arrival and we will do our best to accommodate an alternative solution.

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 certain number of bookings available and once these allocations have been exhausted there is no waiting list or ability to add more sessions. To find another location nearby, please visit our Santa Photos 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 photo sessions for pets! Contact your local shopping centre or visit our Santa Photos Bookings page to see where and when pet sessions are available.

Please note that some Shopping Centres restrict the type of pets that can be brought on set. Please refer to the centre’s website for information.

Of course! We encourage you to get in the photo so you can share that special memory with your furry friend. Please note that this year social distancing practices will be in place.

We recommend no more than 8 people per family booking to ensure each guest has more than enough time to capture the perfect photograph.

Please contact our Customer Care Team on 02 9054 2636 and one of our team members will happily assist in securing your booking.

Please note that our booking site only accepts Visa and Mastercard. If you are facing issues, please contact your card provider.

Oh no! Please contact our Customer Care Team on 02 9054 2636 and we will be happy to assist.

Santa Visit FAQs

Santa arrives in most shopping centres in November right up until Christmas Eve. For information relating to Santa’s arrival and operational hours, please visit the shopping centre website or alternatively contact our Customer Care Team on 02 9054 2636.

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 copy, please allow up to 3 hours to receive your digital copy.

If your photo has a watermark you have likely purchased a digital package. If you believe that this is incorrect, please check your receipt and contact our Customer Care Team on 02 9054 2636.

You can scan the QR code on your receipt to access your digital gallery and purchase additional photos.

Yes! Photos from 2019 onwards are available for purchase, please contact our Customer Support team on 02 9054 2636 for assistance.

Please refer to our package list to view your package inclusions. If you are missing prints, return to your point of purchase with your receipt and photos. Our staff will be happy to assist.

Oh no! Please return to the Santa set and speak with our friendly staff who will be happy to assist you.

We offer a range of Christmas themed merchandise offered for purchase on the day of your photo visit.

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

We actively use feedback to constantly improve our delivery and provide you with the best possible service.

COVIDSafe Santa

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