Frequently asked questions
What payment methods do you accept?
​What is your cancellation policy?
​What times are available for bookings?
​Is there parking available?
Will I receive a refund for any additional guests that do not attend or supplies that are unused?
​What do parents do during experiences?
​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 booking form. From there, you can choose your preferred date and time and type of experience. 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 experience. 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 workshops available for bookings?
Weekdays:
Most workshops are available Mon-Fri 12pm-2pm.
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Weekends:
Workshop Stay & Play Combo (3 Slots are available)
10:00am-12:00pm (Sat)
10:00am-12:00pm (Sun)
2:30pm-4:30pm (Sun)
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Workshop Only Package (1 Slot is Available)
2:30pm-4:00pm (Sat)
​Where are you located?
We are located in the private heritage Brisbane Windsor House estate at 312 Lutwyche Road, Windsor. Our home is open 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 home. ​
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 show up for any reason. Once your booking is confirmed and you have advised the final RSVP, we order supplies for all allocated guests and workshop supplies, including snacks 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 home hire, entertainment, administration, staffing, cleaning, supplies, set-up and other resources needed to host your visit. Because of this, we have set the pricing structure to the minimum it can be without accounting for a number of guests. For this reason, the cost remains the same regardless of if you have the included number of guests stay, or less than the included number of guests.​
What do parents do during an experience?
We recommend one parent per child to meet capacities. Parents can relax in the Enchanted Hall while participating guests are taken to the classroom or pamper room. (Parent area subject to change)*
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 workshop activities. Don't worry, we make sure parents can see all the important moments!
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Can kids be dropped off for a workshop?
Yes, this is encouraged for school-aged kids! At minimum the booking client must remain on-site. For parents that wish to drop-and-go, it is the responsibility of the booking client to collect parent 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 workshop 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 session.
​What foods are available for children and adults during workshops?
Our workshop packages include party snacks and drinks for children. Upon confirmation of your booking, you will receive a form to select your preferred snack 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.
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In our standard workshop only packages we are unable to accommodate allergy and dietary requests. However, in Stay & Play combo packages we invite guests to bring their own food if there are dietary concerns.
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​Parent food is not included, but a snack bar is available as an optional add-on.
​What does your itinerary look like?
Workshop Only Package
The parent or guardian of the birthday child is welcome to arrive 5 minutes prior to the workshop's start time to drop off cake or any other supplies if the workshop is for a celebration. All other guests should arrive at the workshop start time. We offer a 15-minute grace period to allow for all children to arrive before we officially start the activities.
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The itinerary varies depending on your package. For example, a typical workshop looks like: Upon arrival, children will be brought to the snack tables to have their morning or afternoon tea while interacting with the characters or host of choice. Our hosts will announce the next steps of the workshop, 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 workshop, our performers will offer the chance for parents to take memorable photos with the character/s and hosts, 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 snacks served at the start.
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Stay & Play Package
The workshop aspect is much the same as the 'Workshop Only' Package, but you have far more time to relax and personalise your stay. From Check-In you will usually have access to the Enchanted Hall and guest suites.
​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 experiences?
We can cater to absolutely any age! We host anything from 1st birthdays, escape room engagements, to D&D sessions! 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?
On occasion, our hosts take photos and videos of your experience! Read more about our Memory Capture service here.​
Do you have a list of characters that visit?
We have characters visit from every fairytale! We are able to help with themes such as Frozen, Disney Princesses, Mario, Bluey and superheroes like Spider-Man and Batman. If you are after a character to visit your workshop, you can see some of the characters here.
If you don't see what you're after, just ask!​
​​Do your characters do mobile kids parties?
For mobile bookings please visit The Mascoteers. Please note that they take care of entertainment only and are not an all-inclusive mobile service.​
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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