COVID 19 Policy and Guarantee
Updated 20th December 2020
We will offer you either a transfer to another date, a transfer to next years event or a full refund.
Please be assured, that the health and safety of our visitors and staff remains at all times our paramount consideration, particularly with regards the ever evolving COVID 19 Pandemic. We are constantly monitoring the Government's updates and guidance in respect of COVID 19. We will continue to do so and ensure that all such advice and guidance is followed, in order that the health and safety of our visitors and staff is protected.
We would highlight that all of our trail takes place outside in the fresh air. We would ask that all of our visitors be respectful of other visitors and our colleagues throughout your visit.
We have implemented a number of procedures to keep our visitors and colleagues safe including;
"Rule of 6" - visitors must stay within groups of no more than 6 throughout their visit (unless you are in a support bubble and/or your household group exceeds 6).
If you are yet to make your booking, please ensure that you kindly adhere to the Rule of 6 when booking and planning your visit to Luminate and throughout your visit with us.
If you made a booking for a larger group prior to the introduction of the Rule of 6, you will need to split into smaller groups and remain in them throughout your visit. Each small group can check in separately on arrival using the lead booking name or booking reference.
"Pre-Bookings Only" - All bookings are made on an advance basis only and all time-slots are tightly controlled, so as to manage capacity throughout the trail, in order to assist with social distancing between party groups.
"Social Distancing" - All persons attending will be reminded via on-site signage to kindly maintain their distance from other groups throughout their visit.
"Dwell Points" - Our trail route has been carefully redesigned to minimise queues and to assist with visitor flow.
"Inter-active Moments" - Have been carefully re-imagined so as to avoid multi-contact points and/or will be under strict enhanced cleaning schedules and processes.
"Clean Hands" - Hand sanitisation points will be available throughout site. We also recommend bringing your own.
"NHS Test and Trace" - QR Codes will be displayed throughout site and we ask all visitors to scan this during their visit to help reduce the spread of COVID-19.
"Contactless Tickets" - On entry we just need the full lead booking name or booking reference. This will avoid multi-touch on check-in.
"Face Coverings" - Must be worn in all indoor settings (on site this includes the gift shop, cafe and toilets). Please ensure that you bring a facemask for everybody within your party.
(*NB/ exemptions apply to those medically exempt and/or under the age of 11)
"Food & Drink" - All catering outlets will be operating in compliance with COVID 19 Guidance.
"Local COVID-19 Rules" - We would remind all of our visitors to follow all Guidance issued by the Government when making your booking and throughout your visit with us (including Guidance relevant to your local Tier, if you live in a different Tier to either of our venues).
Click here for the latest Government Guidance in your local area
"Cancellation Guarantee" - In the unlikely event that Luminate (or any individual night(s) of Luminate) had to cancel due to COVID 19 all persons booked for the Event (or the night(s) in question) would be able to rebook tickets, up to the equivalent financial value of their booking, for any future timeslots of our Event, subject to availability. Customers would also be able to transfer their tickets over to our future trails. In the event that neither of those options was suitable a full refund would be issued.
Please see our cancellation policy here for further details.
What happens if I have been instructed to isolate due to COVID?
If you have been instructed to isolate due to COVID when you were due to attend – YOU MUST NOT COME to Luminate. We will do our best to accommodate you into another date once your isolation is complete. If another date is not available a refund will be considered on a case-by-case basis. Proof may be required and will always be required in all cases requiring a change within 72 hours of your booking date.
Please contact us as soon as possible upon receiving an instruction to isolate on [email protected].
If you live in a Tier 4 area please do not travel to Luminate.
* To ensure the safety of our visitors and staff, all visitors must remain on the clearly marked trail at all times. All children and vulnerable adults must be closely supervised at all times. Please refrain from touching the lights/electrical equipment. Luminate takes place in the winter, after dark in a country estate setting, please exercise caution at all times during your visit.
All copyright and other intellectual property rights including all logos, designs, text, images and other materials on this website are owned by Luminate or appear with permission of the relevant owner.
© 2021 Luminate. All rights reserved.
Update - 11th November 2020
In light of the most recent Government announcements and after consultation with all of our stakeholder partners we are postponing our Luminate Events.
Luminate Coombe will run from Wednesday 20th January until Sunday 21st February 2021
Luminate Sandringham will run from Thursday 17th December 2020 until Sunday 17th January 2021
All existing ticket holders please >> CLICK HERE TO MANAGE YOUR BOOKING
Thank you in advance for your patience whilst we process the transfers/refunds (some refunds seem to be delayed as some banks are currently overstretched).
Team Luminate.
>> CLICK HERE TO READ MORE
Update - 28th December 2020
>> VISIT luminate.live/change TO MANAGE YOUR BOOKING
'Luminate Coombe' now postponed until November-December 2021
The magical illuminated light trail, 'Luminate Coombe', that was due to be held in the new year at Coombe Abbey Country Park has regrettably been rescheduled again and will now take place in November and December 2021.
The event was originally due to start on 25th November, and had been pushed back already to the 20th January but with the rising cases of Covid-19, and the threat of another lockdown the company behind the event has been forced to cancel for this winter and try again in 2021.
Daniel Maycock, one of the organisers, said: "With the rise in Covid cases and the threat of a new lockdown in the New Year it means that we can now longer proceed as we had hoped on the 20th January.
With the possibility of a new lockdown, along with the unknown tier restrictions that may be imposed, we feel it's best to push back again and put all our efforts into putting on a fantastic show in November/December 2021.
Pre-show interest had been amazing and we are just really disappointed to have to do this again, but are sure we will come back bigger and better next year."
Daniel added: "Anyone with tickets for the current run will receive an e-mail from us with the option to either transfer their booking to the new 2021 dates or get a full refund."
Richard Harrison, Managing Director of Coombe Abbey Park said: "We fully understand the reasons behind this decision and with a rise in cases across the country it is the prudent course of action. It will hopefully mean that everyone can enjoy the full experience this time next year."
IF YOU HAVE TICKETS FOR THIS EVENT AND WISH TO MOVE TO NEW DATES (at this years prices), OR REFUND PLEASE CLICK HERE.
Update - 20th January 2021
Following the latest update by the Government and with Norfolk moving into Tier 4 from Midnight on Christmas Day, it is with deep regret that we have to announce that Luminate Sandringham will not proceed after our final night on Christmas Eve. (Christmas Eve will take place as planned).
We have consulted with all of our stakeholders partners and feel that, whilst public gardens and outdoor heritage sites can remain open within Tier 4, it is not in the spirit of what is trying to be achieved throughout the Country for Luminate Sandringham to remain open.
Thank you so much for supporting us and buying tickets to attend. All guests with tickets for forthcoming dates can either transfer to November/December 2021 or receive a refund, whichever they prefer. If you transfer your 2020 booking to our 2021 dates you are likely to be making a significant saving on 2021 prices.
Detailed further information can also be found within the Customer Service Section of our website – CLICK HERE.
Thank you again for your support and anticipated patience whilst we process transfers/refunds. We will be back in November and December 2021 (hopefully when COVID is a distant memory!) and we can't wait to see you all then.
Stay safe everybody and have as lovely a Christmas as possible, despite these strange times!
TEAM LUMINATE