My parcel is missing - what do I do?

Email us quoting your order number and we will trace your order for you.

Can I change my order?

Contact us before the cut off (2pm) on the same day to change your order. We will be able to change your order unless it has already been collected by our courier.

Can you deliver to a different address than my billing address?

Yes, simply use the delivery address function in the basket.

How can I track my order?

Contact us by Email for your unique tracking number.

How much import duty and tax will I have to pay?

This will depend on your country of residence. If unsure please contact your local authorities.

Can I collect my order and not pay delivery?

Of course - you can find our address on the Contact Us page. We are also on Google Maps. You can pay on collection or pre-order online and select the Collect from Us option in your basket.

Will my order get sent out the same day I order?

Stock items - YES if you've ordered one of our lovely costumes they are already in stock and your order will go out the same day that you order as long as you made it before the cut off!
Our cut off times are before 2pm Monday to Thursday, and before Midday on Friday.

Non stock items - NO some of our soft play products are made to order so I'm afraid you'll have to wait whilst these are hand crafted in our workshop. Please consider the lead times given on the product page when ordering.

UK Mainland Only

  1. 1-2 Working Days postage and packaging is £3.95, Fully Tracked via FEDEX
    Estimated 1-2 working days
    ​For BULKY Soft Play and Technical Nursery Products the postage and packaging is £10.00 per item to cover the size of the consignment

  2. NEXT DAY postage and packaging is £7.95, Fully Tracked via FEDEX
    Estimated next working day subject to receiving your order before the cut off

  3. COLLECT FROM US pre-order online and collect from us here at Pretend to Bee head office in Nottingham.
    ​We will notify you by Email when your order is ready

For specific terms and conditions, please visit the carriers' website.

International (including ex UK Mainland)

  1. Postage and packaging varies by COUNTRY ZONE please enter your delivery address at the Checkout for a Quote via International Courier
    Estimated within 5-7 working days

We do not offer a Next Day delivery option for International Orders.

Please note our International services are fully traceable and may require a signature on delivery.
​It is our policy not deliver to countries on the OFAC sanction list.

Trade Accounts

Please contact your account manager for our current list of delivery charges and despatch lead times.