Frequently asked questions
What payment methods do you accept?
​What is your cancellation policy?
​What times are available for bookings?
​Is there parking available?
​How many children can I invite?
Will I receive a refund for any additional guests that do not attend or supplies that are unused?
​What do parents do during the party?
​What foods are available for children and adults?
​​What does your itinerary look like?
What age is most suitable for your parties?
How do I make a booking for the Enchanted Boutique?
​Do we get a copy of your photos and videos?
How do I make a booking?
To make a booking for your preferred date, please complete a party booking form. From there, you can choose your preferred date and time and type of party. Upon receipt of your booking, we will email you to confirm if your proposed date and entertainment program is available. From there, we will send you an invoice for a non-refundable deposit of $200.00 to secure your date and performers. A 15% surcharge will apply for all events booked for Queensland public holidays. The remaining balance must be settled a minimum of 7 days before your scheduled event. Additional deposits may be required for non-character parties as we use external vendors.
What payment methods do you accept?
We accept Square payments, credit card or bank transfer. Please note that there are some fees associated with some payment options. Please ensure you know your credit card policies before making a payment.
​What is your cancellation policy?
Should you wish to cancel your event for any reason, we will be unable to return your non-refundable $200.00 deposit. A modification of the date or character/theme may incur a fee of $50.00, subject to availability. If we have already ordered the resources for your event, we may be unable to accommodate a change of theme/character/program. Visit our T&Cs for more information here.​
​​What times are available for bookings?
We offer 3 timeslots for your kids parties: 9:30am, 12:30pm and 2:30pm. A modification of the date or character/theme may incur a fee of $50.00, subject to availability. If we have already ordered the resources for your event, we may be unable to accommodate a change of theme/character. ​​​
​Where are you located?
We are located in the private heritage Brisbane Windsor House estate at 312 Lutwyche Road, Windsor. Our venue operates by appointment only, and we are not able to accommodate walk-ins without a scheduled appointment.
​Is there parking available?
On-site parking is available for the booking client. For their guests, we recommend viewing our Parking page. There is no shortage of free parking within a 2 minute walk of the venue. ​
​​How many children can I invite?
Each of our three packages has a maximum capacity of children included. Please review the party package maximum numbers before sending your RSVP invitations to ensure you do not have more children than we can accommodate. The maximum amount of children that we can have attend a party is strictly 20 due to our size limits and legal capacities. All children over 1 are considered a party guest and are included in the party guest list. Additional siblings or uninvited guests / guests that have not be added to your final RSVP number will either incur additional charges, or may be denied entry to the event. We also cannot guarantee that party supplies can be provided on the day for late RSVPs (cupcakes, magical gifts, party bags, party food and drinks, etc). Final RSVPs must be provided 7 days out from your party.
Will I receive a refund for any additional guests that do not attend or supplies that are unused?
We do not offer refunds for guests who do not attend the event for any reason. Once your booking is confirmed and you have advised the final RSVP, we order supplies for all allocated children and party entertainment, including food from our preferred supplies.
If I have less children attend that what is included in the package price, will it still cost the same?
The cost of our packages is calculated to cover the cost of venue hire, entertainment, administration, staffing, cleaning, supplies, set-up and other resources needed to host your magical party. Because of this, we have set the pricing structure to the minimum it can be without accounting for a number of children. For this reason, the cost remains the same regardless of if you have the included number of children, or less than the included number of children. We recommend reviewing our packages to determine which party size will be most suitable for your needs.​
What do parents do during the party?
We recommend one parent per child to meet our venue capacities. We offer free tea and coffee for parents in our Parent Tea room, which has a table and chairs, and other comfortable seating options offered. We have bathroom facilities in all areas of our party spaces.
​Parents are encouraged to remain in the designated parent areas so to not limit the space children have with the performers during games and activities. Don't worry, we make sure parents can see all the important moments!
​Grand Parties have supplied catering and seating for all guests at the party, including parents.
Can kids be dropped off?
Yes, but at minimum the booking client must remain on-site. For parents that wish to drop-and-go, please advise a host on the day so we can collect your contact information in the case of an emergency. If you choose to drop-and-go, please ensure you arrive back to the venue 10 minutes prior to the party conclusion time to ensure the safe and timely departure of all children, as we are not responsible for any children remaining on the property after the conclusion of the event.
​What foods are available for children and adults?
​All our packages include party food and drinks for children. Upon confirmation of your booking, you will receive a form to select your preferred food options. Please note that a specific selection of foods will incur a fee. You can choose venues choice which does not include a fee. Venue's choice includes a combination of, but not limited to: sandwiches, cakes, slices, cookies, lollies and croissants. It is of note that we do not serve hot food. Children also have the option of bottled water or sparkling pink lemonade. Please communicate any allergies or dietary needs to us at least 7 days before your party so we can accommodate these needs. Failure in this communication may result in the inability to accommodate this request as we order and pay for food through our preferred suppliers in advance.
​Parent food is not included unless a grand package is selected, but can be an optional add-on. Parent platter menus are distributed upon confirmation of your booking. For the comfort and safety of all our of guests, we request that no outside food be brought to the venue, with the exception of a nut-free birthday cupcake or birthday cake.
​View a more comprehensive list of our food selections here.
​What does your itinerary look like?
The parent or guardian of the birthday child is welcome to arrive 5 minutes prior to the party's start time to drop off cake or any other supplies. All other guests should arrive at the party start time. We offer a 15-minute grace period to allow for all children to arrive before we officially start the activities.
The itinerary varies depending on your package. For example, a typical party looks like: Upon arrival, children will be brought to the food tables to have their morning or afternoon tea while interacting with the character/s of choice. Our hosts will announce the next steps of the party, including where parents can stay, where facilities are located, and other important notes. Once the entertainment begins, you can relax and enjoy the festivities. Near the end of the party, our performers will offer the chance for parents to take memorable photos with the character/s, before allowing children to say goodbye. This experience has been designed to be enjoyable, stress-free, and memorable for all involved. Please note that not all itineraries will have food served at the start.
​View some blog posts about our past parties and events here!
​Do you sell gift cards?
Absolutely! You can purchase digital gift cards at our online store here! We can also send you a printable a4 certificate in addition to the square image, just let us know who to make it out to! These can be redeemed towards private party and boutique bookings.
​What age is most suitable for your parties?
We can cater to absolutely any age! We host anything from 1st birthdays, to magical 18th celebrations and even weddings through our sister company Posy & Stone! Get in touch with us to discuss your party needs and we can make it happen.
How do I make a booking for the Enchanted Boutique?
Bookings for the Enchanted Boutique are made on our booking form. Please submit a form for either the Princess Package, or the Queen Package. More information about the Enchanted Boutique experience can be found on here.​​
Do we get a copy of your photos and videos?
Our hosts take photos and videos of your event! Read more about our Memory Capture service here.​
Do you have a list of themes you can do?
We can do parties in so many different themes! These include but aren't limited to character parties like Frozen, Disney Princesses, Mario, Bluey and superheroes like Spider-Man and Batman themed parties. If you are after a character party, you can see some of the characters here. We also offer messy play, soft play, pamper packages, workshops and other packages that can be found here.
If you don't see what you're after, just ask!​
​​Do your characters do mobile parties?
For mobile bookings please visit The Mascoteers. Please note that they take care of entertainment only and are not an all-inclusive mobile package.​
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For more information, please ensure to review our Terms and Conditions.
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Contact Us
Address
Brisbane Windsor House
312 Lutwyche Road Windsor
4030 Queensland
Contact
Opening Hours
* Open by appointment only*
1300 958 773
Mon - Thurs
9:00 am – 3:00 pm (Office hours)
Fri - Sun
9:30 am – 2:30 pm (Event hours)