Frequently asked questions

The Event

1. What is Elfingrove?

Elfingrove is a world-class event in Glasgow’s most loved building at Christmas. Imagine GlasGLOW meets Night at the Museum meets Elf - all brought together to create an incredible tour and show, with a winter wonderland outside the museum.

We’ll be bringing Kelvingrove Art Gallery and Museum to life each night through sound, video, lighting and performance to create a spectacular multi-million pound Christmas event the whole city can be proud of. Outside the museum, you’ll step into the magical street food market, incredible bar*, Silent Snow Disco (get your tickets here) and plenty of surprises.

*Subject to licence

2. When is Elfingrove?

5th December - 5th January, excluding the 24th-26th December and 31st Dec - 2nd Jan.

Museum entry timeslots are every 15 minutes from 5:30pm to 10:30pm. Last entry to the museum is at 10:30pm.

The outdoor area opens at 4:30pm and closes at 11pm, with last orders at 10:30pm.

As the outdoor area closes at 10:30pm, we recommend you visit it before the museum if your tickets are for one of our later timeslots. If you’re coming to the outdoor area first, you should enter via Argyle St.

3. Who is Elfingrove for?

Elfingrove is for all ages - it’s family-friendly but definitely not just for kids! Children will love it but adults will seriously love it. Get your pals or colleagues together for a Christmas night out; go for a romantic date night; or bring the whole family and experience Glasgow’s most magical Christmas.

4. Is Elfingrove suitable for young children?

Absolutely! Under 3s go free - just remember to get them a free ticket :)

Some of the humour will go over wee ones’ heads… but that’s exactly what we’re aiming for! There’s a lot of noises and light, so kids may find parts a wee bit overwhelming.

Tickets

1. Where do I buy tickets?

Tickets are on sale now.

2. What time does it start?

Museum entry timeslots start from 5:30pm. Your ticket will have your timeslot marked on it.

The outdoor area opens at 4:30pm, and you can enter from then onwards, regardless of your timeslot. If you’re coming to the outdoor area first, you should enter via Argyle St.

The outdoor area is only accessible for Elfingrove ticket-holders on the night you’re attending Elfingrove.

Please do not arrive at the museum any earlier than 10 minutes before your timeslot to avoid long queues.

3. How long does the event last?

The event will take around 60-90 minutes depending on how long you want to spend. Like any trip to the museum, you can explore at your own pace, and spend as much time as you like discovering everything.

​​Last entry is at 10:30pm and the event closes at midnight.

Please note, the outdoor area will close at 10:30pm.

4. Do I need to print my tickets?

No! Our motto has always been “The fewer trees cut down to make paper… the more we have to hang Christmas lights on!”

You can do your bit for the environment and show it on your phone, and if you want to print it, that’s absolutely fine.

5. Can I change the date or time of my visit?

Unfortunately, we are unable to swap tickets as tickets are non-refundable and non-transferable.

6. I’ve lost my ticket email - what should I do?

Check the My Orders section of your itison account – if you can’t see your tickets there, please contact the team on [email protected] or 0141 223 8843, and they’ll do their best to help.

The team are available Mon-Thu 9-5:30pm and Fri 9-4:30pm.

7. I missed my time slot - can I come later?

Your ticket is for a designated time and date - if we have space, we’ll try our best to accommodate you but, please note, the event is expected to sell out and this may not be possible.

8. How long is my ticket valid for?

Your ticket is valid for the time and date stated, so please make sure you arrive no more than 10 minutes before your official time slot. Once in, you’re welcome to stay for as long as you’d like. Last admission is at 10:30pm and the event finishes at midnight. Please note, the outdoor area will close at 10:30pm.

9. Can I make a group booking?

Yes - you can purchase up to 40 tickets at a time online. For any purchases above 40 please contact [email protected] to arrange.

10. Do children need a ticket?

All kids need tickets: you should book free tickets for under 3s, and a child’s ticket for ages 3-15.

Kids aged under 14 must be accompanied by an adult. Under 18s can’t access the bar area unless accompanied by an adult.

11. Are concession tickets available?

We don’t offer concession tickets.

Facilities

1. Is there food and drink available?

We’ll have a mega food and drink village from Glasgow’s best street food traders. There’ll be something for everyone, with options for gluten-free and vegan diets.

A limited drinks selection will also be available inside the event.

2. Is there alcohol available?

We’re building an incredible bar* and street food village with loads of space to enjoy a warming drink and a bite to eat.

*Subject to confirmed licence. ID will be required to purchase alcohol.

3. Can I bring my own food and drink in?

We’re afraid food and drink from outside is not permitted into the event.

4. Is there parking available?

During the event, parking at Kelvingrove is only available for Blue Badge holders, so please leave the car at home unless you have a badge. Please note the car park is operated by City Parking and anyone parking without a Blue Badge may be ticketed.
There are loads of great hassle-free ways to get to the event.

Nearest Subway stations: Kelvinhall
Nearest train stations: Partick, Exhibition Centre
Check bus timetables to find the best route for you

If you do need to drive, the closest parking is available is at:
Ashton Road, Bunhouse Car Park (across from Kelvinhall), Berkeley Street and Riverside.

SPT also offers Park & Ride from these subway stations:
Kelvinbridge, Bridge Street and Shields Road.

5. Are there cash machines?

We don’t have cash machines on site but there are plenty on Argyle Street, Finnieston and Byres Road, just a short walk away. All our on-site vendors accept cards.

Need to Know

1. Can I bring a pram?

For the best Elfingrove experience for both you and the wee ones, we recommend you bring them in a carrier but you’re welcome to bring a pram if that’s not possible. We have a buggy park inside but it has limited space and items will be left at the owner’s risk.

Remember, under 3s go free but please ensure you book a free ticket for any little ones you’re bringing!

2. Can I bring my dog?

We’re really sorry but no pooches (except assistance dogs) are allowed.

3. Can I bring a bag?

Yes, small bags are allowed. Bags bigger than A3 are not permitted. Please note, bags will be subject to spot checks.

4. Is there anything I shouldn’t bring?

The museum is home to lots of precious objects and incredible exhibits, so there’s a few things that you can’t bring as they’re likely to cause damage: food, drinks, large kids’ toys & balloons.

Please don’t buy anything from stalls outwith Elfingrove. The light-up toys they sell often break within minutes and aren’t allowed within the museum. Anyone with these items will be asked to bin them before entering. Don’t worry if you’re looking for a souvenir or present to take home, there’s plenty to buy on-site.

5. Are there strobe lights?

We don’t have any strobe lights, but we do have a lot of lighting which may flash at times and may affect anyone with photo-sensitive epilepsy. Please contact [email protected] for more details.

6. Will the event be affected by weather?

The main event is inside and therefore would only be cancelled in very extreme weather conditions. The outdoor area may be closed in very poor weather; this would not affect your entry to the main event and refunds would not be issued if the main event went ahead.

Filming & Photography

1. Is filming and photography allowed?

Yes! Elfingrove has loads of incredible things to see - time to upgrade your instagram! Professional photography and videography isn’t permitted without permission.

2. Can I bring a tripod?

There’s a lot going on and unfortunately tripods can get in the way of other event-goers, so unfortunately tripods aren’t permitted.

Access

1. Is there disabled access and facilities?

Yes. We have disabled access and toilet facilities available on site.

2. Is there disabled parking?

Our blue badge parking spaces are all now reserved. However, there are blue badge spaces available to the public throughout the West End.

3. Is the route accessible for wheelchair users?

Yes. Entry to the event is from the Lower Level Entrance at the carpark. There are lifts inside the venue to bring you between floors. If you have any queries, please contact [email protected].

4. Are mobility scooters permitted?

Yes. If you have any queries, please contact [email protected].

5. Is there seating along the route?

There will be some seating along the route and our staff will always be there to lend a hand if needed.

6. I have a carer - can I bring them?

Yes, we have a limited number of free carers’ tickets available each night which will be issued on a first come, first served basis, provided the carer can show proof of registration at their local carers centre.

To arrange a free carers' ticket, please contact [email protected].

7. Is Elfingrove austism-friendly?

Our aim is to make Elfingrove as inclusive and sensory-friendly as possible to help autistic people prepare for the event and feel more comfortable in their surroundings. We will be developing a sensory guide for the event in consultation with the National Autistic Society - if you would like to be sent a copy in advance of the event please contact [email protected].

8. Is the museum open during the day?

​​Yes, the museum will be open to the public during its normal hours.

Refunds & Cancellations

1. What happens if the event is cancelled?

We’ll only cancel the event in extreme circumstances. Keep an eye on our Facebook page for updates, but if we do have to cancel the event we’ll email you to let you know.

2. If the event is cancelled, can I get a refund?

If the event is cancelled for any reason, your ticket will automatically be refunded by itison via your original payment method within 3-5 working days.

3. I can’t make my time slot, can I get a refund?

Unfortunately tickets are non-refundable and non-exchangeable.

More about Elfingrove

1. Who created Elfingrove?

Elfingrove is the brainchild of West End resident and CEO of itison, Oli Norman. In his own words:

“We’re a born-and-bred Glasgow company and we want to create a huge Christmas event that the whole city can be proud of. Kelvingrove is the perfect place for that, it’s the most beloved building in the city and holds so many special memories for generations of visitors. We can’t wait to bring it to life like it’s never been seen before.

​​It’s hugely important to us to give back to our communities with everything we do, and we’re currently working on a legacy project to ensure that the Elfingrove spirit reaches those most in need”

2. I’m a journalist with a media enquiry, who do I contact?

For all media enquiries, please contact Morven Begley: [email protected].

3. I'd like to work at Elfingrove, who do I contact?

We will be advertising for some casual positions soon – keep an eye on our website and social media!