Frequently Asked Questions

(*have a question and don’t see the answer here? Drop us an email through our contact form)

Please click on the links below to expand and see the answer:

COVID19 - Do I need Face Covering?

Yes. Everyone aged 11 or over who comes to Tots Town should be wearing a face covering when enter the building. If you forget to bring one, we can sell you a disposable covering when you enter. The face covering should stay in place unless eating/drink in the reception area, or if during the role play activity your child is having difficulty in communicating with you (either speaking or in facial expressions), or you have an exemption.

COVID19- What is being done differently?

Tots Town is proud to have been involved in working with the government and venues to get indoor role play venues opened safely. Over the years, we have built a reputation for being spotlessly clean, and strictly limiting numbers of people playing at any time.  You can continue to play with confidence, and during your visit you will notice:

a. Numbers of people in the building at any one time are even lower!

b. The venue will be closed until each play session starts. In between play sessions, we will be replacing toys and costumes with freshly sanitized items, and cleaning play area contact surfaces. 

c. There are several sanitising stations with disinfectant wipes available for parents to sanitise toys and props that their child has used, ready for the next user. 

d. Hand sanitizer stations have been installed at the entrance and around the play area.

e. Our sessions are slightly shorter. This gives us more time in-between play sessions to fully sanitise the play area.  Having fewer people in the building means that you get the same great play experience, just completed faster!

f.  We want you to spend time playing as a family, not eating, so please avoid bringing food with you. We will still serve drinks and light snacks but with a reduced offering. If you want cake, you will need to pre-book it!

g. In the last 2 minutes, we will play some music to let you know it's time to help tidy toys away. This helps us spend more time cleaning in between play sessions and we really appreciate your help with this.

h. Finally, our cancellation policy has been amended so you can book with peace-of-mind.  You can view it here.

Someone is feeling unwell - what should I do?

Please do not attend.  Contact us as soon as possible via e-mail (see your booking confirmation email for details or use our contact form).  If you tell us before the time stated in our Terms and Conditions, we will rebook you onto another day. If you tell us after the time stated in the Terms and Conditions, we will try to sell your tickets on to another family; if successful we will give you a return visit voucher for a future visit.

What is Tots Town?

Tots Town near Norwich is a play centre based around a child sized town.

Think supermarket, café, doctor’s surgery, town square, hairdressers, shoe shop and even a theatre. Take coffee orders, be the star on the stage, examine patients X-Rays or check mum’s shoe size. Watch your child immerse themselves in their imagination and join in to help make their play believable. Each scene is crafted to promote self-confidence, communication skills and social awareness in a familiar real-life scenario.

Our team of consultants includes Early Years educators, special needs advisors and child play specialists have guided every setting’s features to maximise the role play opportunities. Parents should expect to be playing alongside the children (but you can normally sneak in a few minutes for coffee and cake)!

Whereabouts are you?

It’s best to use this Google link: https://g.page/TotsTownNorwich?share

Our postcode is NR9 3FZ.   Most car Sat Navs will not recognise this post code as it's brand new!  Please check our directions page  for an alternative car Sat Nav postcode (and especially if you want to know about the secret way in from Hethersett)!

Running late? Don’t worry; you can arrive late and still have a great play session but you will need to leave at the normal time. You can call for directions on 01603 928080

Where can I park my car?

Our free car park is right outside our front door.

Do I need to book?

Yes.     Our play sessions run at fixed times and are normally full. This means that advanced booking is essential. All bookings are taken on our webpage – we only accept telephone bookings in the last few hours before a session starts and this is subject to availability. We will use this information as part of our COVID-secure responsibilities.

I need to cancel a booking.

Contact us as soon as possible via e-mail (see your booking confirmation email for details).  If you tell us before the time stated in our Terms and Conditions, we will give you a voucher to rebook onto another day. If you tell us after the time stated in the Terms and Conditions, we will try to sell your tickets on to another family; if successful sold on we will give you a return visit voucher for a future visit.

What do we need to bring with us?

Socks! Adults and kids need to wear socks (it keeps the place spotlessly clean). If you do forget your socks there will be some available to purchase at the front desk. If you are booking for friends, please tell them to bring socks too! Booking Details. You don’t need to print out your booking details; when you arrive we will simply ask you for the name of the person who made the booking. You are welcome to arrive 5 minutes before your session time and get yourself ready for playing; any earlier and we will be busy cleaning and tidying the play centre so you may have to wait outside.

Face Coverings Everyone aged 11 or over needs to wear a face covering. If you have an exemption, you can provide details of this when you book.

What age is Tots Town suitable for?

Once your toddler is confidently walking they will enjoy Tots Town, typically pushing shopping trolleys, taking items of shelves and building brick walls. We suggest a maximum age of 7 years old.

Babies are welcome to come along with their older paying siblings for free (please book them a space online along with everyone else in your group). Children who you think are too old to play but who are accompanying younger siblings should have places booked online as ‘Additional Adults’. If you find they love it so much that they play, please let our team know and pay the difference between an adult and child price.

Is Tots Town suitable for primary school-age children?

Yes absolutely, provided your child enjoys using their imagination and role playing then they are likely to enjoy Tots Town playing either with an adult, friend or younger sibling.

Is Tots Town accessible and inclusive?

Our building is on a single level without steps and every setting is wide enough for wheel chair access; the car park is very close to the front door. We also have a large accessible toilet adapted for wheelchair users. Tots Town was designed to make all the sessions inclusive to as many children as possible. We worked closely with a special needs consultant and designed the play centre to have carefully considered levels of visual and auditory stimulation and to operate with a low number of children in order to keep play sessions (typically) as calm places to attend. In doing so, it avoided restricting parents to particular session dates and times and gave them the confidence that they are welcome any time.   It's also worth knowing that we do hire out play sessions for exclusive hire to groups.  If you had a group of families who wanted to hire Tots Town exclusively for your own use, we can do this for you. Costs are typically in the region £85-£100; please contact us for more details.

Anything else I should know?

We only let a small number of people play at any time. That means it’s never overcrowded (even on a rainy day in winter!). We like cleaning everything. It's warm (and air-conditioned in summer). If you can’t make your session for any reason let us know by phone 01603 928080 or email (norwich@tots-town.co.uk). We don’t offer refunds but if given sufficient notice we will give you a voucher to come and visit us again. With insufficient notice, we may not be able to offer anything but do let us know.

Do Adults get to play?

Absolutely; it's better that way. Children really benefit from having someone to interact with, because, ‘It takes 2 to role play’... Sometimes they will tell you what to do and other times they might just need a little sparkle of imagination from you help then set off on a role play journey. If your child is a little shy at first, we recommend letting your child explore the various settings and see which one they feel comfortable to play in first; let them take the lead in how they play and be ready to play your supporting role.

Snacks and Coffee?

Naturally! Most of the time you and the children will be so engrossed in what you are doing that you won’t want to stop playing. But if you do need a few minutes to recharge, then we do great coffee, roasted just a few miles away and always with fresh milk. (You can even pre-order coffee and cake for a discount price too when you book)! For children we offer snack boxes (CORONAVIRUS UPDATE: Snack boxes are not available at the moment)   and light snacks. If you want a meal after playing, there are some excellent local farm shops, cafés and restaurants locally. We can give you directions to Church Farm Shop or Wymondham Garden Centre.

Can I bring my own food to a play session?

We sell a range of snacks that meet the demands of most adults and children but you are welcome to bring with you any unusual snack food that your child has a particular craving for! Due to the fixed session times and quick turn-round between session, we strongly recommend planning to eat before or after your visit.

Do you host children's birthday parties here?

YES! We do wonderful stress-free parties, you can find all the details here.

If it’s a weekend party, you can check dates and book it instantly online.

Weekdays can be booked by using our enquiry form.

Do I need to book an entertainer for my party?

Tots Town is the entertainment! Children will be completely entertained by the play centre and don’t need anything else, other than food (CORONAVIRUS UPDATE: Party Food is not permitted at the moment), cake and maybe some party bags. Unlike a village hall, we will have it all ready for you when you arrive, will tidy up for you, do any washing up and even cut and wrap the cake. We did mention it was stress-free didn’t we?