Welcome to Mothercare

FAQ

Member

  1. How do I update my member’s information?

    To update or change your personal information, please click on 'my account' at the top of the page.

  2. I have forgotten my password. What should I do?

    If you have an existing account with us and have forgotten your password, please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address, and click 'forgotten your password?'. We will then send you an email with instructions to reset your password.

    If you don't receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at online@mothercare.com.hk so we can investigate further.

  3. I can’t log in my account. What should I do?

    If you have an existing account with us and have forgotten your password, please click 'sign in / register' at the top of the page. Under 'Sign in to your account', enter your email address, then click 'forgotten your password?'. We will then send you an email with instructions to reset your password.

    If you don't receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at online@mothercare.com.hk so we can investigate further.

  4. How can I remove myself from your mailing list?

    Once you've logged in, please click on 'My Account' at the top of the page. You'll see the 'family information and subscriptions' section, which will have a tick next to the emails you currently receive. Simply click on the ticks to remove them, and you'll no longer receive our emails.

    Alternatively, you can click on the 'unsubscribe' link at the bottom of all our marketing emails.

    However, if you receive snail mail or if you still require assistance to remove your details, please contact us at online@mothercare.com.hk, and we'll be delighted to look into this for you.

  5. Why should I set up a Mothercare account?

    Setting up an account with Mothercare enables you to have a more personalised experience every time you shop. Signing up with us and setting up an account means that we store your delivery address details. When you've signed up, you don't have to retype all these details every time you order. You can also choose to receive our marketing communications, which include promotions and new product launches.

  6. If I have accumulated more than HK$3,000 of spending on Mothercare online or offline stores, will I qualify for My Mothercare Club Membership?

    You will qualify for the My Mothercare VIP Club Membership if you have accumulated more than HK$3,000 of spending on Mothercare and ELC offline stores in Hong Kong. At this moment, VIP member's discounts and privileges are not available online. please enjoy our other exciting offers online.

 

Delivery Questions

  1. What are your shipping rates?

    Please kindly visit our Delivery Policy for detailed information.

  2. How can I track my order?

    You should have received an email confirmation of your order - delivery and tracking information are inside your email.

  3. Do you deliver overseas or China?

    Sorry, we do not offer international shipment.

  4. Can I change my delivery address after I have made an order?

    Yes, please call us at 2627 0008 or email us at online@mothercare.com.hk and we will sort things out. If an order has been released to the courier company (usually within 24 hours of your order), it is not possible for us to change the delivery address.

  5. Why have I not received my order?

    If your order has not been delivered by the promised delivery lead time, please email us at online@mothercare.com.hk.

  6. What if no one is at home to receive the package?

    If orders are undelivered during the first try, our courier will contact you to arrange another delivery attempt. We will attempt delivery up to 2 times before returning your order to the warehouse. If you require additional delivery after that, another round of courier fees will have to be charged.

  7. Can I ship to an address that is different from my billing address?

    Yes, that option is available during your checkout process.

  8. What do the order statuses in my account mean?

    1. Pending - we are verifying your order.
    2. Processing - we are picking your order in our warehouse.
    3. Despatched - this order has left our warehouse and is with our courier. If you have an outstanding item on pre-order, it will show as Processing even though your other parcel has been shipped.
    4. Shipped - this order is enroute to you.
    5. Completed - you have received the order.
  9. How will Mothercare package my order? Will it be bubble-wrapped?

    It depends on the product - fragile items will be bubble-wrapped to prevent damage to the product. All items will be delivered in a box or envelope.

 

Return & Exchange & Refund

  1. What is your return / exchange / refund policy?

    Please refer to our Exchange policy.

  2. I have received an incorrect / missing / defective item in my order, what should I do?

    We apologise for your incorrect / missing / defective item. Please email online@mothercare.com.hk and we will get back to you as soon as we can. We will replace the item upon return, or refund you if the item is not available.

  3. Is there a cost if I decide to return my item via courier?

    If you have ordered the wrong size or colour, shipping cost back to Mothercare would be borne by the customer.

    If you receive an item which is damaged or defective, Mothercare is happy to replace the product at our cost. The damaged item has to be returned. If you do not prefer to replace it, we will refund you the balance after delivery charges.

  4. Can I exchange the product at a Mothercare store?

    Exchanges cannot be done at any Mothercare store for an online order. For a smooth experience, kindly email us at online@mothercare.com.hk for us to arrange the exchange

  5. I haven't received my refund. Why?

    Our refunds are processed when your items arrive back at our warehouse. Please allow 7-14 working days for the refund to be processed. Upon completion, we will notify you by email. Your refund will be credited to the original account used to make the purchase. Please note that the credit to appear on your payment card statement depends on the bank’s processing time.

    In the unlikely event that you haven't received your refund within this time, please contact our customer care team by phone on 2627 0008, from 9am - 6pm Mondays - Fridays, except public holiday, or email us at online@mothercare.com.hk and we will respond to you as soon as possible.

  6. My Mothercare item is faulty but I can’t find the receipt nor the proof of purchase, what should I do?

    You can download your invoices by logging into your account. If you are not a member, please email us with your order details,so we can pull it out for you.

 

Orders & Payment

  1. 1. Can I call to place an order?

    We don’t accept phone orders, but if you can’t find an item, our customer service representative can assist you. Please contact our customer care team by phone on 2627 0008, from 9am - 6pm Mondays - Fridays, except public holiday, or email us at online@mothercare.com.hk. For security purposes, we are unable to checkout the order over the phone for you.

  2. Can I place my order online and collect it in Mothercare stores?

    Sorry, we don’t offer this option for now.

  3. How do I know if my online order has been successful?

    When you place an order on our website, you will receive an email containing your order and invoice.

  4. Can I amend or cancel my order?

    Sorry, we don’t offer the options to amend or cancel existing orders once they have been placed. Should you have any enquiry, please feel free to contact our customer care team by email at online@mothercare.com.hk or by phone on 2627 0008.

  5. How do I pay you?

    We accept Mastercard, Visa, American Express and PayPal.

  6. Why has my order been cancelled?

    We apologise that your order has been cancelled, the reasons for cancellation are normally due to a payment problem, stock issue or due to a technical error on our website. Please contact us via email at online@mothercare.com.hk or call us on on 2627 0008 from 9am - 6pm Monday - Friday, except public holiday.

  7. Can I use my gift vouchers (paper) on your website?

    Sorry, we don’t offer this option for now.

  8. Why has my order been refunded?

    Please accept our apologies if this has caused any confusion. If you have any further questions about this refund, please contact us at online@mothercare.com.hk.

  9. What is the ‘Card Validation Code’ I’ve been asked for during my purchase?

    The Card Validation Code (CVC) is the last three small numbers printed on the back of your credit or debit card. Turn your card over, and look at the signature strip. You will see some printed numbers. The last three digits are separated from the others by a space. These last three digits is your Card Validation Code.

  10. How do I use a promotion code?

    In order to claim an online discount you will need to enter a promotion code on the final payment page.

    • When you go to the checkout, underneath your order summary is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.
    • If there is a promotion such as 'buy 1 get 1 free' your total basket will show the full amount until you get to the checkout.
  11. Why is my promotion/voucher code not working?

    Each promotion code has its own terms and conditions, printed in our offer email. For full details, please refer to the terms and conditions on your promotional voucher or promotional email you have received. Some specific products, such as net priced item, may be excluded from promotion.

    The most common reasons for promotion codes not working are: expired codes, non eligible products or not hitting promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems applying your promotion code, please contact us at online@mothercare.com.hk.

  12. I do not have a Paypal account nor a credit/debit card. Can I pay via bank transfer/cash deposit/cash via mail?

    We are sorry that we do not offer that option.

  13. How do I make an order? (Step-by-step guide)

    Select the product you want, enter the quantity you need, and click “add to basket”. Click on the “shopping cart” at the top right hand - your full shopping basket will be displayed. Click on “checkout” at the bottom of the page. This will bring you to checkout form - you would need to enter in details such as billing, delivery and payment details.

  14. Can I change my shipping address?

    You may update your address book by clicking the 'my account' link at the top of the page and selecting 'address book', from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order.

Gift Registry

  1. How can I create a gift registry?

    • Sign in to your account (create one, if you do not have an account) and go to the gift registry page. Go to Gift registry
    • Use the "create a gift registry" link to create your gift registry. You will receive an email with instruction to add items to your registry. 
    • To add items in your gift registry, Simply browse Mothercare HK and add the products you want to your shopping cart.
    • In your basket summary view, just after shipping details, there is a button "add all to gift registry". The option to add items to any gift registry you have selected would be available. Select the registry using drop down option and add it.
    • You can manage the items from "manage gift" button on your gift registry page.
    • Every order that your family or friend purchases is sent to you as a separate purchase. The orders are not aggregated. Our normal delivery lead time is 3-5 working days, we do advise early order placements to ensure your gifts arrive on time for your event.
    • Each order will come packaged in a box or bag. We currently do not offer gift wrapping services on online purchase.
  2. How can I share a gift registry?

    • From your gift registry page, click "share" to share your gift registry.
    • With your friends and family's email address you can share the registry to them. Add recipients with the respective button as you deem fit.
    • Please share your shipping address to your friends and family as they would need to enter it during check-out.
    • Items in your registry can go out of stock, so kindly check back on your registry regularly.

Product Enquiry

  1. How do I enquire about a product?

    Please email customercare@mothercare.com.hk.

  2. What is the Mothercare Guarantee on Pushchairs, Strollers and Car Seats?

    Please see the product's description for warranty information.

Others Questions

  1. Do you offer home assembly service?

    Yes, we do offer home assembly service with a charge of HK$300 per item.

  2. Where can I buy Mothercare vouchers?

    They are available at any of our retail stores, and are only for offline purchases. For store locations, click here.

  3. How safe is my personal information when I become a member?

    The security of your personal information is our utmost priority at Mothercare. Members’ data will never be sold to or shared with third-party marketers without your permission. For more information, please refer to our Privacy Policy.

  4. How do I contact you?

    You can contact our customer service team.
    Hotline: +852 2627 0035
    Email: customercare@mothercare.com.hk

    Our customer service hotline operates from:
    Monday to Friday (9am to 6pm).
    Closed on Saturday, Sunday & Public Holidays

  5. How do you prevent fraud on your website?

    Our merchant bank is in accordance with the PCI DSS security standard of the PCI Standard Council. All payments undergo comprehensive risk management verification, such as 3D secure, and are processed in real time.

 

Membership (My Mothercare Club)

  1. How do I sign up to be a My Mothercare Club VIP member?

    To qualify as a VIP member, simply spend HK$3,000 within 2 months in a single receipt or multiple receipts on Mothercare and ELC offline stores in Hong Kong. VIP Member's discounts and privileges are not available online at this moment.

  2. How long is the VIP membership valid for?

    For 2017, new My Mothercare VIP Club membership is valid for 1 year, which, will be automatically renewed with accumulated purchases of products worth HK$3,000 or more within 1 year.

  3. How do I accumulate my purchases?

    In offline stores, simply quote your member ID / mobile no. / member name / e-mail to accumulate your purchases. For online, these are automatically accumulated. Please note there is a 24-hour lag to update your purchase across off and online.

  4. If I buy more than HK$3,000 worth of products in one go, can I become a VIP member immediately?

    Yes, this is possible in offline stores only.

  5. What are the benefits of membership?

    Please kindly visit our My Mothercare Club page for more details.