Frequently Asked Questions
WHAT IF I HAVE LOST SOMETHING AT THE EVENT?
You can fill out the lost property form here.
WHERE AM I ABLE TO PURCHASE TICKETS FROM?
Tickets can be purchased online for all available sessions. We recommend booking in advance, as many nights are expected to sell out.
CAN I BUY TICKETS AT THE GATE?
Gate sales are only available if sessions have not sold out and are not guaranteed. Availability will be updated on our Facebook page and website.
Please note that family passes are available online only. Tickets purchased at the gate are sold as individual admissions.
To avoid disappointment, we strongly recommend purchasing your tickets online before attending.
DOES MY TICKET ALLOW ME TO COME ON ANY OF THE DAYS?
No. Tickets are valid only for the specific date and session shown on your ticket. Please ensure you attend on the correct night, as tickets cannot be used on another date without being transferred.
CAN I BRING MY DOG?
No dogs or other pets are permitted at Illuminate, with the exception of registered assistance animals. This helps ensure the safety and comfort of all guests while protecting the lighting installations and equipment throughout the event.
WHAT DOES THE TICKETS INCLUDE?
Your ticket includes:
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• Entry to the Illuminate Light & Sound Experience
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• Access to a range of free interactive attractions and entertainment
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• The opportunity to explore the trail at your own pace
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• Access to a variety of food vendors and additional attractions available for purchase
HOW MUCH ARE RIDES?
Amusement rides are priced individually, with most rides costing between $6 and $10. You can choose which rides you'd like to enjoy and simply pay as you go.
Note for Hastings -
In Hastings, selected Splash Planet attractions, including Jungle Jeeps, Mini Golf and Go-Karts will also be open on a pay-per-play basis, costing between $5 and $10. Tokens for Jungle Jeeps and Mini Golf are available from the Coffee Bean Café. Go-Karts are $10 and paid by EFTPOS at the Go-Karts.
Tickets for the amusement rides located in the Splash Planet (Hastings) main car park can be purchased from the Ticket Sales tent in the car park.
Splash Planet tokens can only be used for Splash Planet attractions. Amusement ride tickets can only be used for the rides in the main car park.
ARE THERE ANY STROBE LIGHTS?
Yes. Illuminate features strobe lighting, lasers and other intense light effects. Guests with epilepsy or light sensitivity should consider this before attending.
Please avoid looking directly into laser lights and do not touch or move any lighting equipment or installations.
HOW LONG IS THE WALK THROUGH EXPERIENCE?
The experience is typically between 1–2 km in length, depending on the venue. Most visitors spend between 60 and 90 minutes exploring the displays, taking photos and enjoying the atmosphere.
We recommend wearing comfortable footwear, as some areas may include grass or uneven surfaces.
WHAT AGES ARE WELCOME AT THE EVENT?
Illuminate is designed for all ages and there is something for everyone to enjoy. Children under one year of age receive free admission, while all other guests require a valid ticket.
IS THIS A WHEELCHAIR FRIENDLY EVENT?
Yes. Illuminate is designed to be accessible, with alternative routes available where required. Some terrain may be more challenging for wheelchairs or prams, but these areas will be clearly signposted.
CAN I BRING MY OWN FOOD?
Yes. Guests are welcome to bring their own food, although we also offer a fantastic selection of food vendors with options to suit a range of dietary requirements.
CAN I BRING MY OWN DRINKS?
Water and milk are welcome. A range of beverages will also be available for purchase from our food vendors.
Alcohol not purchased from a licensed bar operating within the event is strictly prohibited.
WHAT IF IT RAINS?
Based on the advice from our friends at Canterbury Weather Updates, we will make a final rain call at 12pm on the day of the event.
Illuminate operates in most weather conditions, including light rain. If severe weather makes it unsafe to proceed, affected ticket holders will be notified via email and our social media channels.
Should an event be postponed, tickets may be transferred to an alternative date, subject to availability.
I'VE SELECTED THE WRONG DATE, CAN I CHANGE THIS?
Yes. Tickets can be exchanged to another available session up to 12 hours before your original session begins. Exchanges are free and subject to availability. Group tickets must be exchanged as a complete, unused booking. Absolutely no exchanges will be accepted after the start time of your original ticketed session, regardless of whether the tickets have been used.
Open your confirmation email, select Access your tickets, choose the tickets you wish to exchange, and follow the prompts.
If you have any issues, email info@illuminateshow.co.nz before your original session starts.
CAN I GET A REFUND IF I CAN'T GO ANYMORE?
We do not offer refunds if you are unable to attend, including due to illness or injury, except where required by New Zealand law.
You may exchange your tickets to another available session up to 12 hours before your original booking, subject to availability.
Once your original session has started, no refunds or exchanges will be considered under any circumstances.
Booking fees and transaction surcharges are non-refundable.
IS THERE PARKING AVAILABLE?
Parking availability varies by location and is generally limited to surrounding streets and designated parking areas. Please follow all parking restrictions and allow extra time to arrive.
Where possible, we encourage visitors to consider public transport, ridesharing or walking to the event.