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FAQs / Help

When and where can I use my gift voucher?

1.   Gift Vouchers are valid for this year’s Ice skating sessions.  The rinks’ last day of skating is 5th January 2020.  Vouchers must be redeemed and used by this date. 

2.   Vouchers may be used ONLINE only at any of our Arena rinks:–

Hampton Court Palace www.hamptoncourtpalaceicerink.co.uk

Tower of London www.toweroflondonicerink.co.uk

Cambridge, Parker’s Piece www.thenorthpolecambridge.co.uk

Manchester, Cathedral Square www.skatemanchester.com

Liverpool, Pier Head www.icefesticalliverpool.co.uk

3.   Unused Gift vouchers cannot be refunded under any circumstance – either in part or in full. 

4.   Gift vouchers expiration date is 5th January 2020 and they cannot be used after that date.

5.   Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

6.   Vouchers are set to a specific amount and no change will be given for any unused portions. 

7.   Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.

How do I buy tickets?

Book your skating session online here

  • Tower of London:
    From the 23rd November, you will be able to book in person at our box office on the Ice Festival.
  • Cambridge – The North Pole:
    From the 17th November, you will be able to book in person at our box office at The North Pole Cambridge.
  • Liverpool Ice Festival:
    From the 10th November, you will be able to book in person at our box office at the Ice Festival.
  • Hampton Court Palace:
    From the 23rd November, you will be able to book in person at our box office located at Hampton Court Palace.
  • Skate Manchester:                                                                                                                    From the 8th November, you will be able to book in person at our box office located at Cathedral Gardens
I have booked online… what next?

You will receive a confirmation email with your unique barcode which will be scanned by a member of staff on arrival. You can bring this email as confirmation on your phone, tablet or printed.

Can I change my booking?

Once booked, tickets are non-transferable and are unable to be rescheduled or cancelled.  Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified. 

I haven’t received my ticket?

Please check your spam mailbox as our email may have gone there. Not there? Please email our customer service teams and we will assist you.

 

For the Tower of London: hello@toweroflondonicerink.co.uk 

For Cambridge – The North Pole: hello@thenorthpolecambridge.co.uk

For Liverpool Ice Festival: hello@icefestivalliverpool.co.uk 

For Hampton Court Palace: hello@hamptoncourtpalaceicerink.co.uk

For Skate Manchester: hello@skatemanchester.com 

How long is the session on the ice for?

Sessions last for 45min on the ice and 15min for skate exchange and session change. Please arrive at the Skate Exchange 30 minutes before your session time to allow ample time to put your skates on and store belongings.

When should I arrive?

Please arrive at the Skate Exchange 30 minutes before your session time to get ready to take to the ice and store belongings.

Is skate hire included?

Skate hire is included.

Can I bring my own skates?

Skate Hire is included in the ticket price. You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

What are your skate sizes?

Our skate sizes go from size J8 to size14.

Hampton Court Palace also have a limited number of bob skates for children.

How old do you have to be to Skate on the Rink?

To skate on our rinks you have to be at least 3 years old.

Skaters aged between 3 and 9 inclusive must be accompanied by an adult (18+) on the ice. Children between 10-12 years of age must be accompanied at the site with adults who are watching at all times. A ratio of 1 adult to 5 children will be accepted. You can skate on our rink up to any age, although you are responsible for skating and it is not recommended for anyone with serious illness, heart conditions or pregnant mother to be. 

What should I wear?

We recommend wrapping up in warm outdoor clothing and please wear gloves. On all outdoor ice rinks there is a risk of getting wet as there is surface water or if you fall over and have any contact with the surface of the ice rink.

Can I bring my bag on the ice?

Bags of any description are NOT permitted on the ice, so we advise that you only bring essentials with you. All bags (handbags, rucksacks, man-bags, purses etc) must be placed in cloakroom provided and the cloakroom costs £2 per item (non-refundable). Please do not bring large baggage or valuable items to the ice rink as they will not fit into a locker.

Where can I store my luggage whilst I skate?

Tower of London:
We have a cloakroom to store bags, jackets and shopping whilst you skate. The cloakroom is £2 per item (non-refundable).

The cloakroom is located opposite the skate exchange.

 

The North Pole, Cambridge:

We have lockers to store bags, jackets and shopping whilst you skate. The lockers are £2 per locker (non-refundable).

The lockers are located opposite the skate exchange.

 

Liverpool Ice Festival:

We have lockers to store bags, jackets and shopping whilst you skate. The lockers are £2 per locker (non-refundable).

The lockers are located opposite the skate exchange.

 

Hampton Court Palace:

We have lockers and a cloakroom to store bags, jackets and shopping whilst you skate. The cloakroom is £2 per item and lockers are £2 per Locker (non-refundable).

The cloakroom and lockers are located opposite the skate exchange.

 

Skate Manchester:

We have lockers and a cloakroom to store bags, jackets and shopping whilst you skate. The cloakroom is £2 per item and lockers are £2 per Locker (non-refundable).

The cloakroom and lockers are located opposite the skate exchange.

What if the ice is wet?

The rink is prepared for changing weather conditions. It is still safe to skate on the ice during rain and snow, this does not affect the ability to skate on the rink.

Should I pre-book a session or can I turn up on the day?

We recommend that all sessions are pre-booked online to avoid disappointment and avoid queues on-site at busy periods. Tickets can be printed at home from the online system. This will guarantee your selected session time. The box office on site is open daily, although will have varying lengths of queue at peak times. Tickets can be purchased for future sessions at the box office in addition to the website.

For booking tickets at the Liverpool Ice Festival box office:

Our box office is open from the 10th of November. At peak times (Monday to Friday after 5.00pm and after 12.00pm on Saturday & Sunday), there is likely to be a queue, so advance purchase online is recommended to guarantee your skating session.

Can I book a Skate aid?

Yes, they are £5 each to hire and are available online HERE or at the ticket office.

Skate aids are to help children with balance and their skating - we do not have skate aids available for adults.  

Skate aids may be a penguin, a dolphin or a banana as available at the rink.  

 

Do you have skate Marshalls?

Our Ice Skate Marshalls are on the ice rink to monitor safe skating and will assist when possible if you are a novice.

When is the best time for me to skate?

Morning sessions tend to be quieter, particularly when the schools are open.  

The early evening sessions (17:00-19:00) are generally busy.  

The 20:00 session has been quieter in the past too.  

If you want more space, then a session earlier in the season would be a good idea or in January.  

The week before Christmas is very likely to be busy throughout the whole day.  

Will I get wet when skating on the rink?

On all outdoor ice rinks there is a risk of getting wet, if you fall over and have any contact with the surface of the ice rink. As the rinks are open-air, rain or snow is also a possibility so please wrap up warm in appropriate outdoor clothing, with hats, gloves and scarves! It is still safe to skate on the ice during rain and snow and this does not affect the ability to skate on the rink.

Is there a spectator area?

Yes, on all our sites we have an adjoining spectator decked area and viewing platform at our ice rink. This is not a covered area so please also wrap up warm.

Do I have to pay to be a spectator?

It is FREE Spectators do not have to pay to access the decked viewing area.

If I cannot make it to my booked session, will I get a refund?

Unfortunately, we cannot offer any refunds for non-attendance. Where it is possible, we will try to accommodate you in another session, with advance notice, this will be subject to availability and ticket category and is not guaranteed.

How tall should you be go on the Liverpool ice slide?

You need to be 60cm / 2’7ft high.

Can I use the Liverpool ice slide at any time of the day?

Yes, you can, however this needs to be 3 slides in a row.

If the weather is very poor, will I be able to skate?

Usually the outdoor ice rink is open in all weathers. Our advanced cooling equipment keeps the rinks frozen and operational in most weather conditions. In the unlikely event that extreme weather conditions force us to close the rink we will arrange for you to book into an alternative session. Our manager will make this decision in the interests of your safety. No refunds will be given.

Where are you located?

The Tower of London Ice Rink is located at: London, EC3N 4AB. Please see the Map

Cambridge - The North Pole is located in: The centre of Parker’s Piece, Parkside, Cambridge, CB2 1AA. Please see the Map

Liverpool Ice Festival is located on Pier Head on Liverpool’s South Bank. Please see the Map

Hampton Court Palace is located at: Hampton Court Palace, East Molesey, Surrey, KT8 9AU. Please see the Map

Can I park at the Ice Rink?

The Tower of London:

There is no parking at the Tower of London. The nearest coach and car park is situated on Lower Thames Street and is a 2-minute walk to the main entrance.

The car park has both lift and stairs. Pedestrian walkways are clearly marked and show the direction of exit to the Tower of London and pay machines.

Disabled provision: There are several clearly marked bays.

 

Cambridge – The North Pole:

Please check out our location details on the ‘Find Us’ tab which have maps and advise on recommended transport links.

Cambridge – There is no car park near the rink but there is parking available in roads nearby and the nearby Queen Anne Terrace Car Park. Parkers Piece is served by main bus routes and is close to Cambridge mainline station.

 

Liverpool Ice Festival:

Car parking is available near to the waterfront and Pier Head at Q-Park, Liverpool One, 35 Strand Street Liverpool City Centre, L1 8LT.

 

Hampton Court Palace:

Limited parking is available at the Palace at a current cost of £1.60 per hour (pay on exit) and on Hampton Court Green (500 metres from the palace entrance) at £1.50 per hour. Parking is also available at the Hampton Court train station, 200 metres from the palace (please check at the station for prices).

The Palace car park has nine disabled parking spaces for blue badge holders. They are available on a first come first served basis and are in the lower car park, near the entrance to the Welcome Centre. Parking is currently free for blue badge holders parked in the disabled bays.

 

Is there somewhere to buy food and drinks at the rink before or after skating?

Yes, serving a selection of delicious food and drinks.

Can I skate on Christmas Day?

Unfortunately, we are closed on Christmas Day but we are open all other days shown on our website.

Is there wheelchair access?

Is there wheelchair access?

Yes, the ice rink is accessible for wheelchair users. For the Tower of London, this is accessible via the Tower of London entrance.

It’s also free for a carer to accompany you on the rink. If you have already paid for the carer to skate don’t worry! Just email the following addresses for the correct location, and we’ll issue you a refund.

Unfortunately, due to the restrictions of having the rink next to a Historic Royal Palace, we are unable to provide a disabled toilet at the rink itself.

For the Tower of London:
Please email, hello@toweroflondonicerink.co.uk

For Cambridge – The North Pole:
Please email, hello@thenorthpolecambridge.co.uk

For Liverpool Ice Festival:
Please email, hello@icefestivalliverpool.co.uk

For Hampton Court Palace:
Please email, hello@hamptoncourtpalaceicerink.co.uk

Also, If you are skating with someone who has a disability, please email us before your session at the following addresses for the correct location:

For the Tower of London:
hello@toweroflondonicerink.co.uk

For Cambridge – The North Pole:
hello@thenorthpolecambridge.co.uk

For Liverpool Ice Festival:
hello@icefestivalliverpool.co.uk

For Hampton Court Palace:
hello@hamptoncourtpalaceicerink.co.uk

Are there toilets at the ice rink?

Are there toilets at the ice rink?

For the Tower of London:
Yes, there are toilets on site. Unfortunately we are unable to provide a disabled toilet facility, due to the restrictions of the site.

For Cambridge – The North Pole:
Yes, there are toilets available nearby.

For Liverpool Ice Festival:
Yes, there are toilets available nearby.

For Hampton Court Palace:

There are no toilets onsite at Hampton Court Palace Ice Rink, however, there are toilets available across the palace car park. This is less than a two-minute walk from the ice rink. The toilets are fully accessible.

We do have clear directional signage in place but if you’re unclear please contact a member of staff who will be happy to help.

Is there a transaction fee?

There is a transaction fee of £1.20p per ticket when buying tickets online.  Tickets can also be purchased in person from the box office for the same day or future dates. Tickets purchased at the box office for the same day or future dates do not incur a booking fee. (All tickets subject to availability)

I would like to celebrate a special occasion, do you cater for parties?

LIMITED AVAILABILITY REMAINING-   Children’s and adult’s VIP party packages are available at Hampton Court Palace Ice Rink and Tower of London Ice Rink.

Limited availability remaining - please contact us direct.  

Should you want to go all out and take over the entire rink or organise a package deal please contact the following address for the correct location:

For the Tower of London:

hello@toweroflondonicerink.co.uk

For Cambridge – The North Pole:

hello@thenorthpolecambridge.co.uk

For Liverpool Ice Festival:

hello@icefestivalliverpool.co.uk

For Hampton Court Palace:

hello@hamptoncourtpalaceicerink.co.uk

 

Do you offer discounts for group bookings?

Yes. We have an automatic discount of 10% off if you have over 10 people (excludes family tickets).

I have further questions that have not been answered here…

Please email our customer services who will be happy to assist you.

The Tower of London:
hello@toweroflondonicerink.co.uk

Cambridge – The North Pole:
hello@thenorthpolecambridge.co.uk

Liverpool Ice Festival:
hello@icefestivalliverpool.co.uk

Hampton Court Palace:
hello@hamptoncourtpalaceicerink.co.uk

Can I ring you with a question?

Yes - Customer service is available between 9am and 5:30 pm Monday to Friday and 10 am - 6:30 pm at weekends, when the rink is open.  

Outside of these times please email. 

Telephone numbers and email addresses are at the bottom of the page.