• Items purchased from our website can be returned within 30 days for a refund or exchange.

• Items purchased from our website can be returned within 45 days for store credit.

• You are responsible for the cost of returning items to us, but we will cover the cost of re-sending exchanges.

• We do offer the option to purchase a label when you complete the returns form online, or you can arrange return shipping yourself.

• You will need to complete our Online Returns Form, which can be found HERE.

• Package your items securely and ensure that the paperwork from the Returns Portal is enclosed so that we can process your return once we receive it.

• Please read our 'Returns Conditions' section below to ensure that we will be able to process your return efficiently. 

• For your reference, our returns address is : Returns Dept, Pretend Supply Co, 55 Market Square, Witney, OX28 6AF

To start a return for an item purchased from our eBay store please log in to your eBay account, go to the 'My eBay' section and find the order for the item you wish to return. You will then find a 'Return This Item' option on the drop down menu. The eBay returns procedure will then guide you through the necessary steps required to return the item. If you have any questions about the process, please refer to eBay's help pages, or send us a message here at the store and we'll do what we can to help. 

• Where possible please return items in the original packaging. If this is not possible please use a suitable equivalent. 

• Please note that shoe boxes are classed as part of the goods. We will NOT be able to accept any returns where tape or labels have been applied directly to shoe boxes.

• Any items that arrive back with us damaged will not be eligible for a refund and will be returned at the buyers expense.

• Items purchased online can also be returned to our Witney store.

• We can only accept items which are in exactly the same condition you received them in. All labels and tags must still be attached to garments. 

• Do not wash, iron or alter clothing in any way. Any items received in a visibly changed state will not be eligable for a refund.

• Try on shoes inside and on carpet. Shoes returned with any visible signs of wear, including dirt or marks to the soles will not be refunded. 

• We are unable to accept the following items as returns. i) Gripped Skateboard Decks ii) Opened DVD's

•  If you return one item from a 'buy one get one free' offer no refund will be offered, unless you are returning the most expensive item - in which case a refund will be given to the value of the difference between the item you have kept, and the item you have returned.

• Cracked or Snapped decks, or decks with pressure cracks are not eligible for refund. Skateboards only snap due to user error and not due to manufacturers fault.

• You have 14 days to cancel your 'contract' and obtain a full refund including outward postal charges.

• This period commences from the time you receive your order.

• You must complete our Returns Form, and all conditions outline in the 'Returns Condition' shown above.

• If you believe your goods are faulty, please send us a message and include photos where possible.

• If we agree that the fault looks genuine we may be able to arrange a pre-paid return for you.

• In some instances we may need to consult the manufacturer to confirm faults. Please allow up to 7 days for this process.

In the rare instance that you receive an incorrect item in your delivery, please send us a message. We will be able to provide you with a pre-paid returns label to avoid you having to return any items at your own expense. In many instances we will be able to despatch the correct item and include a pre-paid returns bag.

• ROYAL MAIL TRACKED shipping is £4 for all order.

• Please allow 2-3 working days for delivery

• Orders placed after 2pm on Fridays will not ship until the following Monday

• DPD Priority shipping is £5 for all orders

• Please allow 1-2 working days for delivery

• 1 Hour Delivery Time Slow provided by DPD

• Order placed after 2pm on Fridays will not ship until the following Monday

• ROYAL MAIL SPECIAL DELIVERY is £8 on all orders.

• Allow 1 working day for delivery

• Next Day Delivery orders are fully trackable and you will receive a tracking number for your order.

• All Next Day Delivery orders will ship same day if placed before 2pm

• Please note that orders placed before 2pm on Fridays may be delivered Monday in some cases.

• Orders placed after 2pm on Fridays will not ship until the following Monday

• ROYAL MAIL TRACKED shipping is FREE on all orders over £80

• Please allow 2-3 Working Days for delivery

• Free Shipping is Fully trackable on the Royal Mail website

• Orders placed after 2pm on Fridays will not ship until the following Monday

• Royal Mail's 24 and 48 services are only guidelines for time. Including the time to process your order and any local weather or traffic conditions your order may take longer than this to reach you

• We have no Royal Mail or Courier collections on Saturdays or Sunday. Any orders placed after 2pm on Fridays, regardless of the delivery service you have chosen will not ship until Monday

Many deliveries will be too big to post through a standard letter box

• If you know you are not going to be home to sign for/collect a delivery you can specify a work address to have your order shipping to, as long as it is a registered business

• Please note that all delivery charges are non-refundable

Please note that Pretend or any of our delivery partners cannot be held responsible for any problems with deliveries where you, the customer have provided us with incorrect information. Please double check postcodes, house numbers, and business names when placing your order as you will be liable for any lost parcels sent to incorrect addresses.