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?
​Do we get a copy of your photos and videos?
How do I make a booking?
To make a booking for your preferred date, select 'book now' under the package you want. From there, you can choose your preferred date and time and pay a refundable security deposit for your 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 $250.00 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 if requesting non-standard package items.
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 $250.00 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 experiences available for bookings?
Times may vary, but generally we are available with the following slots:
Solo Experiences
Solo visits are available by appointment Mon-Sat 12:30pm-1:30pm. Other times may be considered.
​Group Experiences
Weekdays
Tue-Fri 10:00am-12:00pm
​Weekends
Sat-Sun 10:00am-12:00pm & 2:00pm-4:00pm
​Other times may be considered!
​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 visitors, 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?
It depends on the package! If it's a Classic package recommend drop-offs or a small number of guests. If it's a Deluxe or Grand package we recommend one parent per child to meet capacities. Parents can relax in the Enchanted Hall while participating guests are taken to the Enchanted Boutique.
We have bathroom facilities in all 3 levels of our home.
​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!​
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 Deluxe & Grand 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 basic snack bar is available or can be pre-ordered.
​What does your itinerary look like?
Classic 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 experience 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 (typically a drop off for Classic experiences), where facilities are located, and other important notes. Once the entertainment begins, you can relax and enjoy the festivities. Near the end of the experience, our performers will offer the chance for the client 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 itineraries are subject to change.
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Classic & Grand Packages
The workshop aspect is much the same as the 'Workshop Only' Package, but you have far more time to relax and personalise your stay. It also unlocks more levels of the house as part of your reservation and are more suited for celebrations.
​Do you sell gift cards?
Absolutely! You can purchase digital gift cards here! These can be redeemed towards private Enchanted Boutique bookings or accommodation packages.
​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.
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?
Yes! Please see below for our mobile entertainment FAQs.​
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For more information, please ensure to review our Terms and Conditions.​
Mobile Parties - FAQs
Are you insured?
​Can I request a specific performer?
​When should I serve the birthday cake/ party food?
Do I need to provide any equipment?
What time should I schedule entertainment to arrive?
​What if there is not a package that suits me?
Do your performers have blue cards?
Can my party be held in a park?
What are your Covid-19 Policies?
Do your characters arrive in costume?
What if I want a character not listed?
What areas do you service?
Enchanted Enterprises is Brisbane based and services from Moreton Bay to the Gold Coast. Depending on where you are located, a travel fee as well as a minimum hire requirement may occur.
Are you insured?
Yes, our performers hold Public Liability Insurance for up to $20,000,000.
Can I request a specific performer?
In general, we will put on the best performer that is available for your chosen package. However, in some instances if you have already seen a specific performer in person, we can accept requests.
By default, we choose a performer that matches your chosen character as a look-a-like, however we are BIPOC inclusive and are open to colour-blind casting for classically pale characters on request.
For original characters, for example, fairies, angels, elves, pirates and mermaid’s ethnicity is not something that is considered when selecting your performer.
Please note that if your requested performer is already assigned to a different party there will be a $50 administration fee as their original role will have to be recast.
When should I serve the birthday cake / party food?
​We recommend food to be served in the 30-minutes before entertainment arrives. If you're booking a 30-minute or 1-hour entertainment package, we recommend you serve food after your entertainment leaves as this can disrupt the itinerary.
For our longer parties, we recommend serving food 1-hour into the party when our activities such as balloon twisting, and face painting commence. You may like to simply have some snacks out for the kids so they can nibble throughout the party.
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In general, the birthday cake should be near the very end of the party. Typically we schedule the Happy Birthday celebration 15-minutes before your entertainer leaves so there's enough time to gather the kids, sing and make magical goodbyes.
​How much room is required?
In general, we are able to adapt to any space. In smaller areas, we may need to modify the itinerary to suit the room.
Do I need to provide any equipment?
If booking a face painting package, please clear space on a table and provide two chairs. Everything else we prepare!​
What time should I schedule entertainment to arrive?
For most private parties, we recommend booking your characters to appear at least 30 minutes after guests are asked to arrive. This allows the itinerary to proceed without disruptions with new arrivals.
In some instances, for example if face painting or glitter makeovers are an itinerary priority having the entertainer arrive at the same RSVP time as the guests can work well.
Are your prices negotiable?
No. Our prices are not negotiable. Our pricing is set for the quality of our costuming, our performers time, skills and prep-time, insurance, admin costs and much more.​
What if there is not a package that suits me?
Feel free to contact us for a private consultation. In general, the prices listed on our website is the best price we can offer. Special requests can be accommodated for in most cases but may incur additional fees.​
Do your performers have blue cards?
Yes - all our performers have valid Blue Cards before they commence working with us.
​Can my party be held in a park?
Absolutely! But please have a Wet Weather backup as cancellations due to weather does not result in a refund.
​Do your characters arrive in costume?
Yes, they do! However, some characters may need to get ready outside of their car once they have arrived (E.g., Fairies may need to put their wings on). While our characters do try to park out of sight, it is recommended that you keep children inside on character arrival and departure, so any magic isn't spoilt​
What if I want a character not listed?
There is a chance we have your character already or we can create it in for your event if you have the right budget.
Do I need to be present?
At least one adult needs to be present and responsible during your visit as we are not a child-minding service. While all our performers hold Blue Cards, they are not accredited childcare professionals.
It is not the responsibility of our performers to control unruly guests or animals. If any damage is done to our costumes or equipment, the customer will be billed accordingly.
How do I become a Character Performer?
Please our CV and Headshot to hello@enchantedenterprises.com.au. If you are successful, we will schedule you an in-person audition. The position requires you to have, or be able to obtain prior to commencing, a Blue Card, ABN, PLI and have your own reliable transport.​
What is your wet weather policy?
We do not provide refunds for cancellation due to weather, please have a backup location in mind if you are having your event or party outdoors. We can reschedule to another date within 3-months, depending on performer availability.
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For more information, please ensure to review our Terms and Conditions.
Contact Us
Address
Brisbane Windsor House
312 Lutwyche Road Windsor
4030 Queensland
Contact
1300 958 773
Opening Hours
* Open by appointment only*