I didn't receive my tickets
Your tickets are sent via email. Please check your inbox and your spam/junk folder. If you can still not find it please contact us and we can resend them out to you.
I've booked a ticket but can't make it, can I change the date?
Some gardens will allow date changes so please contact them with plenty of notice and advise the date you would prefer to visit.
I am unable to visit, can I get a refund?
All refunds are to be processed by the garden. Please contact the garden you purchased your ticket for.
Upgrading day tickets to memberships
Can I upgrade my ticket to a Garden Membership without visiting the garden?
No. You must have a valid receipt or upgrade code showing the purchase of a day pass for each adult and child you wish to add to your season ticket.
I purchased day tickets for more than 2 adults or 4 children, how can I add these to my Garden Membership?
If visitors pay for entry for more than 2 adults and 4 children we encourage you to contact either garden staff, or message Candide support staff through the app. As long as your receipt shows you have purchased a ticket for the people you would like to add to your Garden Membership, we can do this for you.
Can I add anyone as my second adult to my ticket?
Candide allows you to add any adult as long as full details are provided, and valid day passes have been used. Please note this does not apply to memberships.
What happens to my Garden Membership during COVID-19?
All memberships purchased prior the COVID-19 lockdown, have been extended for 3 months from their purchase date. You can check the expiry of your membership inside the Candide App in your ticket wallet.
How can I alter my membership after having completed it?
If you wish to purchase additional memberships on top of your current membership, please contact the garden directly.
We cannot update the email address used to purchase the membership.
Are there any restrictions on when I can use my free Garden Membership?
Yes, Memberships have an expiry date, which is a year from the date of purchase or upgrade.
Do I need to already have a Candide account?
No, you can create a Candide account during the membership process
Do I need a Candide account to use my Garden Membership?
Yes. You will create a Candide account when you buy your membership or upgrade your day tickets to memberships. You can log into your account to use your membership on the Candide website, or in the Candide app.
How long will the Garden Membership last?
Garden Memberships can be valid until the end of the season or for a full year. Check with the garden or the expiry date shown in the ticket wallet inside the Candide App.
What happens if I can’t access my Membership on the day of visiting?
Please talk with the staff at the ticket office, and they will ask you for your details.
My partner added me to their Garden Membership - can I visit for free without them?
Please talk with the staff at the ticket office, and they will ask for your details. Please ensure you bring some photo ID for them to check.
Want to know more about Candide Tickets and Memberships?
Please email us: email@example.com and we will gladly help.