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:
-
• Entry to the Illuminate Light & Sound Experience
-
• Access to a range of free interactive attractions and entertainment
-
• The opportunity to explore the trail at your own pace
-
• 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?
Illuminate operates in most weather conditions, including light rain.
Based on the latest weather forecasts, venue conditions and safety assessments, we will normally make a decision by 12pm on the day of the event. If conditions change after this time, the event may still be postponed or cancelled where necessary for safety.
If an event is postponed, tickets will remain valid for, or be transferred to, an alternative event date. Additional dates may be scheduled where required.
Affected ticket holders will be notified by email and through our official social media channels.
Tickets are not ordinarily refundable solely because a ticket holder is unable to attend an alternative event date. This does not affect any rights you may have under New Zealand law.
I'VE SELECTED THE WRONG DATE, CAN I CHANGE THIS?
Tickets cannot be transferred directly between Illuminate sessions.
If you wish to attend another available session, you must purchase new tickets before the start time of your original booking. Once you have repurchased tickets for your preferred session, email info@illuminateshow.co.nz with your original and replacement order numbers.
Illuminate will then refund the original ticket price, less any booking or transaction fees.
Tickets have no remaining value once the original booked session has started. Where Illuminate cancels or postpones a session, the applicable cancellation or postponement terms will apply.
CAN I GET A REFUND IF I CAN'T GO ANYMORE?
Tickets are non-refundable if you are unable to attend, including due to illness or injury, except where required by New Zealand law.
You may request a transfer to another available session, provided your request is received before 10:00am on the day of your booked session.
Tickets have no remaining value where the ticket holder does not attend their booked session.
Where Illuminate cancels or postpones a session, the applicable event cancellation or postponement terms will apply.
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.