FAQs

How long is a skate session?

Sessions on the ice are 45 minutes from the start of your timeslot.

Only bring essential items to the rink with you. There are cloakrooms, but the space available is limited, so please pack lightly. Our staff will not be able to look after your belongings for you. The cloakroom is £2 per item and purchased by card only.

When should I arrive?

Please arrive at the rink 15-30 minutes before your session start time to allow ample time to put your skates on and store any belongings.

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 may be booked on the day, subject to availability.
Tickets are subject to a non-refundable £1.30 per ticket booking fee.

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 an adult (18+) who is 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 mothers to be.

You undertake ice skating at your own risk.

Do you offer season tickets?

Season tickets are available to purchase through our websites.

Season tickets allow you to book a ticket for any session, at the specified rink, throughout the season. One season ticket must be bought for each skater.

The confirmation email you receive for your season ticket will give you a unique code. You can use this code to then book onto whichever session you wish to, through our website. You will need to put the code in on the promotion code section to redeem it. You will be able to use the offer code throughout the season.

We recommend that you book each of your sessions in advance, so that we can guarantee you can secure your session. If you choose to go the rink without booking, if there is space you will be allowed on, but if the session is sold out you will not be able to skate.

Please note that you will need to bring proof of ID to the rink, for verification, on arrival. Failure to provide your ID at the rink will result in you either having to pay for the session or being refused entry.

Can you resend my e-tickets?

Your E-Tickets can be downloaded via the link within your confirmation email, or alternatively track your order and click download tickets.

Can I add a child/adult to my booking?

If you would like to add more tickets to your order, please track your order and click “Adding” to your order. Here you can group your orders together. Tickets are subject to availability. This can be done in the Customer Service section of the SeeTickets website.

Can I show my e-tickets on my phone?

Yes, we will be able to scan your tickets using your phone. There is no need to print your tickets off, just make sure your QR code is visible on entry and turn the brightness on your device up to ensure easy scanning.

Can I change my booking?

This can be re-sent via the customer service area. You will need to log in using your booking reference and either your email, phone number or postcode that was used to book. If you aren’t sure of your reference, you can submit your email into the ‘forgotten details’ section and an email will be sent to you will all your previous bookings. Alternatively, log in here to our ticket tracking system.

I have sent a message through the contact form; how will I receive my reply?

An email reply will be sent to the email address used when submitting the contact form.

Where do I find my booking reference number?

This can be found on your confirmation email. If you don’t have this, this can be retrieved via the customer service area.

I have an offer code, but I don’t know where to input it?

Offer codes will need to be inputted at the top of the ticket selection page on the desired session (this box)

Children / Adult Ratios

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. A ratio of 1 adult to 5 children will be accepted.

Children between 10-12 years of age must be accompanied at the site with adults who are watching at all times.

Can I add extra tickets to my order?

If you would like to add more tickets to your order, please track your order and click “Adding” to your order. Here you can group your orders together. Tickets are subject to availability. This can be done in the Customer Service section of the SeeTickets website.

Can I change my booking?

Tickets are transferable or can be exchanged up to 48 hours prior to original booking. Tickets cannot be refunded or cancelled unless in exceptional circumstances.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

Ticket protection is available to purchase at the time of booking through a third-party company called Ticket Plan. This protects your tickets for a variety of reasons. If you have purchased insurance through Ticket Plan, please contact them directly to make any changes to your booking. If you would like further details of what Ticket Plan covers you for, please see their terms and conditions.

Can you resend my e-tickets?

Your E-Tickets can be downloaded via the link within your confirmation email, or alternatively track your order and click download tickets.

I have double booked

Tickets are transferable or can be exchanged up to 48 hours prior to original booking. Tickets cannot be refunded or cancelled unless in exceptional circumstances.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

Ticket protection is available to purchase at the time of booking through a third-party company called Ticket Plan. This protects your tickets for a variety of reasons. If you have purchased insurance through ticket plan, please contact them directly to make any changes to your booking. If you would like further details of what Ticket Plan covers you for, please see their terms and conditions.

I am running late

Once booked, tickets cannot be transferred or exchanged within 48 hours of your skate session.

Our rink team will do our utmost to accommodate you if you are running late, although we can’t guarantee we can get you on the ice if it’s a peak session that is at full capacity.

How do I update my personal details?

If you need to update your contact number, email address or name on the order, you will need to get in touch with our customer service team by logging into the customer service area.

Only one name is displayed on the tickets.

This is the lead bookers name.

I have been charged but my confirmation email hasn’t come through

You will need to get in touch with our customer service team by logging into the customer service area.

Is skate hire included?

Skate hire is included in the price of your ticket.

Can I bring my own skates?

Skate hire is included in the ticket price, but you can bring your own skates, if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is not reduction in price if you bring your own skates.

What skate sizes are available?

We hold a large number of skates, and a wide range of sizes are available. Our skate sizes range from size J8 to size 14. We also have bob skates available for younger skaters.

Skates size availability and bob skates cannot be guaranteed. They are issued on a first come, first served basis.

Can I book a Skate aid?

Yes, we have skate aids available for children visiting the rink, which are £5 each to hire and are available, subject to availability. These can be purchased as an add-on when purchasing your ticket online.

There are a limited number of skate aids at each rink and skaters must be under 120cm (127cm max including skates) to use them.

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

The type of skate aid available is allocated on a first come, first served basis.

You may be able to hire a skate aid at the rink, subject to availability. They are very popular, so we recommend booking one in advance.

Can I book a helmet?

As an optional safety extra, we will offer free of charge helmets at the rink, subject to availability.
We offer three sizes, inclusive for children, teens, and adults.
L / XL  57 – 59 cm
S/M – 53 – 56 cm
XXS / XS 49 – 52 cm
Please be aware, like skate aids, helmets are limited in numbers. You must pre-book your helmet.

What should I wear?

We recommend wrapping up in warm, outdoor clothing and please wear gloves. We have extra gloves and socks available to purchase on site, but we still recommend you bring your own as these are subject to availability.

As skates can get wet, it would be a good idea to bring a change of socks for after your session.

On all outdoor ice rinks there is a risk of getting soggy as there is often surface water on the ice. If you fall over, you will probably get wet so you may wish to bring a change of trousers, just in case.

Outdoor ice rinks are subject to the elements and due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is not unsafe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

Can I bring my bag on the ice?

Bags of any description are not allowed on the ice. Please ensure you only bring essential items with you to the rink as storage space is limited in the cloakrooms.

We operate a cashless system at the rinks, so cloakrooms must be paid for by card only which are £2 per item.

Please do not bring any large baggage or valuable items to the ice rink, as storage space is limited.

Cloakrooms are used entirely at your own risk. Arena Group does not accept any liability for loss, theft or damage except if caused by intent or gross negligence of the company or its employees.

Do you have skate marshals?

Yes, our skate marshals are on the ice rink on every session to monitor safe skating and will assist skaters, where possible, if you are a novice.

Is there wheelchair access?

Yes, the ice rinks are accessible for wheelchair users.

For visitors who require the assistance of a companion at the rink, free companion tickets are available to book at the same time you buy your tickets online. Where applicable, we will require proof of entitlement (such as proof of receipt of carers allowance) to be shown when your tickets are scanned at the rink.

Is there a spectator area?

Spectators will be able to view the rink and the skaters from around the perimeter. To spectate is free.

Where are you located?

We are located in Westfield Square, Ariel Way, Shepherds Bush, London W12 7GF

Nearest stations are: Wood Lane (Circle & Hammersmith & City Line) & White City (Central Line)

How do I get there?

Please find details of how to reach us and transport options on Westfield London’s main page here.

Can I make a group booking?

If you purchase 10 – 30 tickets in one order (a family ticket counts as 1 ticket) you will automatically receive a discount of 10% off the ticket price (excluding the £1.30 booking fee).

If you purchase 31 – 100 tickets in one order (a family ticket counts as 1 ticket) you will automatically receive a discount of 15% off the ticket price (excluding the £1.30 booking fee).

This discount is limited to tickets purchased for sessions up to and including 16th December.

If you have a large group (over 100+) and would like to enquire about special rates or private hire of the rink, please email our group bookings team on groups@seetickets.com.

I have double booked

Once booked, tickets are non-transferable and are unable to be rescheduled, refunded or cancelled.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

I am running late

Once booked, tickets are non-transferable and are unable to be rescheduled, refunded or cancelled.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

Ticket protection is available to purchase at the time of booking through a third-party company called Ticket Plan. This protects your tickets for a variety of reasons. If you have purchased insurance through ticket plan, please contact them directly to make any changes to your booking. If you would like further details of what Ticket Plan covers you for, please see their terms and conditions.

What if the ice is wet?

Outdoor ice rinks are subject to the elements! Due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is safe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can also be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

When there’s water on the surface of the ice, it can take longer to refreeze. We don’t remove water from the ice as this can affect its depth, making it unsafe to skate on. As long as the ice is the correct thickness, it is safe to skate on – even when wet!

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

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, before your session, we’ll arrange for you to book into an alternative session, subject to availability.

Refunds will not be given if you choose not to attend your session due to the weather or leave early. If we have to cancel or cut your session short, we’ll offer you an alternative session if less than 30 minutes of skate time has taken place.

Are there toilets at the rink?

The nearest toilets are located in the shopping centre.

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

Yes, there’s a vast array of restaurants and bars at the shopping centre to get tasty snacks, meals and drinks. Further details of these can be found here.