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FAQ

At Great Pretenders, we want to make sure you have the best service and products for your little ones. These are some of our FAQ’s but don’t be shy, we love hearing from you. Please feel free to contact us directly through phone, email or through social media!

Corporate and Product Inquiries

For general inquiries, including corporate information and product inquiries, please call our Consumer Service Department at:

François Frey
francois@creative-edu.com
+41 79 833 36 46

Online Ordering

Questions regarding your experience online or need help to place your order?

Please reach out to us at:
François Frey
francois@creative-edu.com
+41 79 833 36 46

 

Product Enquiries

Most of our dress up is made to be size flexible. By using stretch materials and smart design, our dress up fits a larger size range. If you have specific questions regarding sizing, see our size on our product pages or here, or contact us.

Yes! See our size guide here. A size guide will automatically  appear on relevant product descriptions.

Have a specific question? Feel free to contact us.

If a product is out of stock, please contact us and we will provide you with an estimated date of when the product will be back in stock for purchase. 

We do sell larger items to our retailers such as wings, swords, shields etc. These may not appear online due to the high cost of shipping. Please contact us if you would like a product that is not online

We produce over 80 of our products in Canada. All of our Canadian made product is made at our manufacturing facility and head office located in Point Edward, Ontario. Each product is cut, sewn and packaged in our specially designed Lean Cell Technology plant for efficiency and the best quality! 

Shipping and Service

Depending on the shipping method chosen and your location, your order should arrive to you in 3-6 business days. 

European customer orders ship from Lübeck, Germany. 

Oh no! Let’s see how we can help. If your package arrived damaged and the product is damaged upon receipt of the package, please contact us 

and we will work to see how we can make it right!

Using your tracking number provided in your email confirmation, you can easily track your package online. Didn’t get an email? No problem! Please contact us and we will get you an update.

Oh no! We’re sorry we missed an item(s). Please contact us with your order number and we will make it better.

For wholesale shipping inquiries (we ship to over 40 countries), contact us for more information.

Unfortunately this is not possible at this time.

Product Returns

If you’d like to exchange an item that is unworn and still on packaging in the original condition received, please ship the item back to us along with a copy of your order confirmation. Once we receive your product and it has been inspected by our Quality Department, we will contact you to process payment for shipping and have your new item sent to you. 

Oh no! So sorry to hear that the item you purchased is defective. Let’s see how we can help. Please contact us about your defective product. You may be asked if it’s still in it’s original packaging, request images of the defect and ask you to advise us of the lot number located on the tag in order for us to prevent further defectives.

Safety and Product Care

Yes! All our products are tested to the highest applicable safety standards related to children’s products for North America and EU. We test each component right down to the thread we use to make sure your child has the safest products to play with. COC’s can be requested and sent to you for more information.

Depending on the standards to be met, our products and components are sent to be tested by reputable labs all over the world. Our head offices in Canada manage all our testing. Any test report can be requested and sent to you for more information. 

Lead is a toxic substance that, if ingested, can lead to serious heath risks. Young children who might put the jewellery in their mouth are considered most at risk. All our jewellery is tested for lead, cadmium, and other harmful chemicals or additives. We at Great Pretenders go above and beyond North American testing standards. We meet or exceed the legislated requirements for children’s jewellery for North American and the EU.

Washing and care instructions are located on all our products. We have some tips that may make life easier though! 

For products with glitter or faux-fur: To prevent glitter or faux-fur fibres from getting all over your machine, put your garment into a pillow case or machine washable bag for washing. 

For products with emblems: Wash these inside out for the best results.

At Great Pretenders we strive to make quality children’s products that will last for futures generations. By choosing quality fabrics, trims, beads and implementing impeccable quality standards, we create toys that can be passed down to future generations.

Wholesale

Awesome! Want to become a wholesaler? You can easily sign up for a wholesale account via our website here. You’ll be asked a few questions and once you’ve been approved, you can place your wholesale orders directly through our website. Please wait 2-3 business days before being approved.

Want to speak to someone? No problem, feel free to contact us 

to open a wholesale account. We love to hear from you.

Absolutely! You can defiantly open a wholesale account to order online. Sign up for a wholesale account here and as an existing customer, you’ll have a shorter wait time for approval. Please wait 1-2 business days for approval.

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