Question 1

Where will it be held?

Accepted Answer

Illuminate will be held at Millets Farm Centre, Kingston Rd, Frilford, Abingdon OX13 5HB

Question 2

Do we have to book tickets, or can we pay on the day?

Accepted Answer

We highly recommend purchasing tickets in advance. We're expecting the majority of sessions to sell out in advance.

Question 3

Where can we buy tickets from?

Accepted Answer

Please click here (www.illuminateoxfordshire.co.uk/tickets)to be re-directed to our ticketing outlet.

Question 4

How/when will I receive my tickets?

Accepted Answer

Once you have completed your purchase, tickets will be emailed to you within 5 minutes of order confirmation. If you've booked for multiple people, FIXR allows you to 'transfer' tickets to others for free.  If your tickets have not arrived after 48 hours, please feel free to email team@fixr.co to re-send confirmation.

Question 5

Can i change the date or time of my ticket?

Accepted Answer

Those who have purchased the 'Flexi Ticket' option on check out  are given the ability to change their bookings. If you have not chosen this option, bookings cannot be changed.

For terms and conditions of our Flexi Ticket scheme, please click here (https://www.illuminateoxfordshire.co.uk/flexiticket)

We cannot process date or time changes within 7 days of your booking if you have purchased Flexi Tickets.

Question 6

Are walk-in tickets available?

Accepted Answer

No - all tickets must be pre-purchased. We’re unable to facilitate on-the-door ticket sales.

Please secure your preferred date and time here:
https://www.illuminateoxfordshire.co.uk/(https://www.illuminateoxfordshire.co.uk/)

Question 7

What is a Flexi Ticket and how does it work?

Accepted Answer

We’re pleased to offer Flexi Tickets - a simple way to change your booking, because we know plans can sometimes change! Flexi Tickets allow you to reschedule your entire booking up to 7 days before your original visit date.

Please note: You will not be able to alter your booking if you have not purchased a Flexi Ticket.

How far in advance do I need to request a change?

• Flexi Ticket holders can change their booking up to 7 days before their original visit date.
 • Your new date must be at least 7 days from the day you submit your request.
(Our customer service team operates Monday–Friday, 9am–5pm.)
 • Requests made within 7 days of your original visit cannot be accepted.

How do I know if my preferred new date is available?

• It is the ticket holder’s responsibility to check availability before submitting a request. If you request a fully booked session, your request will be declined and you will need to submit a new request.

Does the Flexi-Ticket apply to my whole order?

• Yes. One Flexi Ticket covers one full booking, provided the lead name matches the entrance ticket holder’s name.

Can I book a Flexi-Ticket after I've already booked?

• Yes - if you didn’t purchase a Flexi Ticket originally, you can add one up to 10 days before your original booking date. After this point, Flexi Tickets can no longer be added to an existing order.

What happens after I submit a Flexi-Ticket request?

• Once you’ve submitted a Flexi Ticket request, your booking will be automatically processed, and new tickets will be issued for your chosen date (subject to availability). This can take up to 5 working days.
 • If your booking does not have a Flexi Ticket associated with it, your request will be declined, and you will receive communication advising you to purchase a Flexi Ticket (if you are still within the eligible timeframe).
 • Your old tickets will be voided once approved, and your new tickets will be sent directly to your email via FIXR.

How do I re-schedule my booking if I have a Flexi-Ticket?

• If you have a Flexi Ticket, you can reschedule your booking by visiting: www.illuminateoxfordshire.co.uk/bookingreschedule(http://www.illuminateoxfordshire.co.uk/bookingreschedule)

Question 8

Is there discount available for large group bookings?

Accepted Answer

Sadly we do not offer any discounts for large bookings. Please refer to our booking platform to make all ticket purchases.

Question 9

How long is the experience?

Accepted Answer

With a number of factors effecting the speed of your visit, we'd anticipate the trail taking around 60 minutes to complete with an additional 15-20 minutes dwell time within our Christmas Village at the end of the trial.

Question 10

Do you offer PR or Media Tickets?

Accepted Answer

Yes, Illuminate is offering a Media Admission Program for 2025. Please click here (www.illuminateoxfordshire.co.uk/prticketrequest)for information.

Question 11

What is Paypal Pay-In-3

Accepted Answer

We have teamed up with Paypal for our guests to spread the payment of tickets across 3 months. This service is provided by Paypal, and any issues you may have with payments would need to be communicated through Paypal.

Question 12

What days are you open?

Accepted Answer

We are open from Saturday 15th November all the way through to Sunday 4th January. Please note that we'll be closed for Christmas Day, Boxing Day, New Years Eve & New Years Day.

Question 13

Is the trail covered and lit?

Accepted Answer

The trail is located outside. We have tree cover for sections of the trail along with ground lighting to ensure you can see where you're going! Please dress appropriately and take note of the weather forecast before coming. We highly recommend welly boots.

Question 14

Will food & drink be available?

Accepted Answer

We will have a selection of hot and cold drinks available at the start of the trail along with marshmallow toasting. At the end of the trail, we will have an expansive food court offering a range of delicious meals. The end station will also feature a large tent with benches in for you to enjoy your meals while seated. Marshmallow toasting will also be available at the end station.

Question 15

Do you allow dogs on site?

Accepted Answer

We will be welcoming our 4 legged friends on specific evenings through Illuminate at Millets Farm, these dates are listed below:

Dog friendly sessions:
Monday 17th November
Tuesday 18th November
Monday 24th November
Tuesday 25th November
Monday 1st December
Tuesday 2nd December
Monday 8th December
Tuesday 9th December
Monday 15th December
Tuesday 16th December
Monday 29th December
Tuesday 30th December

On all other nights, we only allow assistance dogs on site.

Question 16

Is there parking available nearby?

Accepted Answer

Yes, we have free parking for all guests on site. We ask that you claim a free car parking ticket upon check out.

Question 17

Can I take photos?

Accepted Answer

Photos on Iphones or small camera's are allowed. Large DSLR camera's will not be permitted into the event. Drone's are not permitted at the event.

Question 18

If we miss our time slot, what happens?

Accepted Answer

We will try and be as accommodating as possible to move you into a later slot however, this is dependent on availability.

Question 19

Will rain stop the event going ahead?

Accepted Answer

The event will go ahead if it rains. Please bring wet weather clothing if its raining.

Question 20

Whats your refund policy?

Accepted Answer

Once tickets have been purchased, we cannot offer an exchange or refund. Please also note that if the site has to be closed for safety reasons, alternative dates will be offered to those effected. If you cannot make an alternative date offered, refunds will be considered on a case by case basis.

Refunds will not be issued because of bad weather.

Question 21

I purchased TicketPlan insurance - how do I make a claim?

Accepted Answer

If you purchased TicketPlan insurance, please be aware that this is a third-party insurance service operated through FIXR on a national scale. We do not directly handle any TicketPlan claims, cancellations, or refunds.

All claims must be made directly through TicketPlan, following their official guidelines (this is only available if you purchased TicketPlan protection).

For full details on how to submit a TicketPlan claim, please visit the FIXR help article here: https://help.fixr.co/en/articles/7182899-i-purchased-ticketplan-can-i-have-a-refund(https://help.fixr.co/en/articles/7182899-i-purchased-ticketplan-can-i-have-a-refund)

Think of TicketPlan like travel insurance you buy through an airline. You decide to purchase it at the same time as your ticket, but the airline doesn’t handle your insurance claim - the insurance company does. It works exactly the same here: you buy TicketPlan through FIXR, but any refund requests or claims must go directly through TicketPlan.

Question 22

Will strobe lighting be used?

Accepted Answer

Flicker, laser, strobe lights and other lighting effects may be used on the installations.

Question 23

Is Illuminate Millets Farm wheelchair friendly?

Accepted Answer

Illuminate Millets Farm will be step free however, we have sections of the site that are likely to become muddy causing issue's with traction for mobility scooters. The trail is on a mixture of grass, track and off road surfaces (limited tarmac), it is also almost 1miles in length so please take all of this into consideration when booking. Fold-up wheelchairs are not recommended due to the terrain, as some areas of the site may be inaccessible because of unstable ground conditions.

Question 24

Do you offer complimentary carer tickets?

Accepted Answer

Yes, we do. Please use the following link to submit your request:
https://www.illuminateoxfordshire.co.uk/personal-assistance-ticket-scheme(https://www.illuminateoxfordshire.co.uk/personal-assistance-ticket-scheme)

Supporting evidence to show that a carer is required will be needed in order to claim your free carer ticket under our Personal Assistance Ticket Scheme terms and conditions. Evidence includes CredAbility’s Access Card with the +1 symbol, along with other supporting documentation. Please do not apply unless you have the documentation outlined, as applications cannot be approved without it.

If approved, PA/carer tickets are automatically sent to your email. Please note that we are unable to fast-track applications due to demand. We keep a separate allocation of these tickets, so if your chosen time slot sells out, your approved PA/carer ticket will still be valid.

Carer ticket applications can take up to 10 working days to be issued. You are welcome to make your booking in the meantime while we process your request. If 10 days have passed and you have not received a ticket or any communication, your application has been declined.

Question 25

Do child ticket holders require an adult to accompany them?

Accepted Answer

Yes, those that are in possession of a child ticket will require an adult over the age of 18 to accompany them into Illuminate.

Question 26

Can i bring a pushchair?

Accepted Answer

Yes, pushchairs are absolutely fine. Please bring appropriate buggies that are use to off-road terrain.

Question 27

Are there Food and Drink options available?

Accepted Answer

Yes! At the end of the trail you'll find our Alpine Village, featuring a variety of food and drink stalls offering hot, cold, sweet, and festive options. We recommend enjoying food after your trail experience.

You’ll also find marshmallow toasting and hot chocolate stands located midway through the trail.

All our food and drink traders are independent businesses, so prices are set by them. We always encourage visitors to support our independents where possible.

Question 28

Is there disabled parking?

Accepted Answer

Yes - at Millets Farm there is disabled parking available on a first-come, first-served basis.