EN
Membership
How can I update my membership details?
To update or change your personal information, simply log into your account and click on Update Profile.
What should I do if I’ve forgotten my password?
If you forget your password, click on the Sign in / Register link at the top of the page. Under 'Sign in to your account,' enter your email address and click 'Forgotten your password?' We will email you instructions to reset it. If you don’t receive the reset email within an hour, please check your spam folder. If it's not there, reach out to us at careline@mothercare.com.my or WhatsApp at +6019-9901529 for help.
What can I do if I can't log into my account?
If you're having trouble logging in, try resetting your password by clicking 'Sign in / Register' and then 'Forgotten your password?'. Enter your email, and we’ll send you reset instructions. If you still don’t receive the email within an hour, please check your spam folder or contact us via email at careline@mothercare.com.my or WhatsApp at +6019-9901529.
How do I unsubscribe from your mailing list?
To remove yourself from our mailing list, log into your account and click 'My Account.' Under the 'Family Information and Subscriptions' section, uncheck the emails you wish to unsubscribe from. Alternatively, you can click the 'Unsubscribe' link at the bottom of our marketing emails. For further assistance, contact us at careline@mothercare.com.my or WhatsApp at +6019-9901529.
How do I become a Mothercare member?
You can easily become a Mothercare member without any minimum spending. Just create an account on our website to register as a standard member. After your first purchase, you will automatically be upgraded to a VIP member.
How does my account get upgraded to VIP?
Once registered online, your account will sync instantly. For your first in-store purchase, the system will automatically upgrade your account to VIP. For your first online purchase, the upgrade happens after your order is billed (when the invoice is generated).
What are the benefits of being a Mothercare VIP?
To learn more about the privileges of being a VIP member, please visit the VIP Parenting Club.
How can I add my child’s details to my membership account?
For assistance, please contact our careline team via email at careline@mothercare.com.my or WhatsApp at +6019-9901529.
When will my membership expire and how do I renew it?
Your current membership expires on 31st December 2025. To keep your account active, make a purchase within one year.
How do I apply my VIP discount online?
Make sure you're logged into your account, and any applicable VIP discount will be auto-applied at checkout. For in-store purchases, simply provide your registered contact number during payment.
Why isn’t the VIP discount applied to my purchase?
VIP discounts are only valid on normal-priced items, excluding nett-priced, flat-priced, and bundle deals. The additional VIP discount during the VIP Sale period applies only to sale items, excluding those same exceptions.
Why isn’t my birthday discount applied?
The birthday discount (additional 5%) is applicable to sale items, excluding nett-priced, flat-priced, and bundle deals. It cannot be combined with the VIP discount during the VIP Sale. However, you can use it after the VIP Sale, within your birthday month.
Can I check my membership status online?
Unfortunately, you cannot view your membership status online. For assistance, please reach out via email at careline@mothercare.com.my or WhatsApp at +6019-9901529.
Delivery Information
What are your shipping rates?
For detailed information on our shipping rates, please visit our Delivery Policy.
How can I track my order?
Once your order is confirmed, you’ll receive an email with your delivery and tracking details. Refer to this email to track your order.
Do you deliver overseas?
Currently, we only deliver within Malaysia and do not offer international shipping.
Can I change my delivery address after placing an order?
Yes! If your order hasn’t been processed yet, you can request a change. Please contact us as soon as possible at careline@mothercare.com.my or WhatsApp us at +6019-9901529. If your order has already been dispatched (usually within 24 hours), we may not be able to change the address.
Why haven't I received my order yet?
If your order hasn’t arrived within the expected delivery time, please contact us at
What if no one is available to receive my parcel?
No worries! Our courier will contact you to arrange for redelivery. We offer up to 3 delivery attempts. If unsuccessful, the order will be returned to our warehouse, and any additional delivery will incur extra shipping charges.
Can I have my order delivered to a different address than my billing address?
Absolutely! You can specify a different shipping address during checkout.
What do the order statuses in my account mean?
- Pending: We are waiting for your payment confirmation.
- Processing: We are preparing your items for dispatch.
- Completed: Your order is on its way to you.
- Closed: Your order has been refunded.
- Cancelled: Your order was cancelled either by you, the bank, or Mothercare. If you didn’t authorize this, please contact us at careline@mothercare.com.my or WhatsApp at +6019-9901529.
How will my order be packaged? Will it be bubble-wrapped?
We take great care to protect your items. Fragile items will be securely bubble-wrapped, and all orders are packed in durable boxes or envelopes for safe delivery.
Return, exchange & Refunds
What is your return, exchange, or refund policy?
For detailed information, please refer to our Exchange Policy.
What should I do if I received an incorrect, missing, or defective item?
We apologize for the inconvenience! Please email us at careline@mothercare.com.my or WhatsApp us at +6019-9901529, and we’ll assist you as soon as possible. We can either replace the item or issue a refund if the item is no longer available.
Is there a cost for returning an item via courier?
If you ordered the wrong size or color, you are responsible for the return shipping cost. However, if the item is damaged or defective, we’ll cover the return shipping and replace the item for you. If you prefer a refund, we’ll refund the item cost minus the initial delivery fee.
Can I exchange a product at a Mothercare store?
Yes! You can exchange items purchased online at any Mothercare store. For a smooth experience, please contact us first at careline@mothercare.com.my or WhatsApp us at +6019-9901529 to help coordinate the exchange.
Why haven't I received my refund after returning some products?
Refunds are processed once the returned items reach our warehouse. Please allow up to 30 working days for the refund to be completed. If you still haven’t received your refund after this period, please reach out to us at careline@mothercare.com.my or WhatsApp us at +6019-9901529, and we’ll assist you promptly.
What should I do if my Mothercare item is faulty and I can't find my receipt?
No problem! If you're a member, you can download your invoices by logging into your account. If you’re not a member, just email us at
Orders & Payment
Can I place an order over the phone?
We don’t accept phone orders, but our customer service representatives are here to help you find an item. Please email us at careline@mothercare.com.my or contact us via WhatsApp at +6019 990 1529. For security reasons, we cannot complete your order over the phone.
Can I order online and collect it at a Mothercare store?
Absolutely! You can place your order online and pick it up at any Mothercare store. Just inform the store beforehand and enter the store's address during checkout. You may also contact our Digital Nursery Advisor from the respective store for assistance.
How do I know if my online order was successful?
Once you place your order, you will receive an email confirmation that includes your order details and invoice.
How can I amend or cancel my order?
Unfortunately, we cannot amend orders once they are placed. However, you can cancel your order by contacting our customer care team at careline@mothercare.com.my or via WhatsApp at +6019 990 1529. If your order has already been picked up by the courier, cancellation won’t be possible, as we typically process orders within 24 hours.
What payment methods do you accept?
We accept the following payment methods:
- E-wallet
- Credit or Debit Card (Visa, Master, UnionPay)
- Online Banking
- Grab Buy Now Pay Later
Why was my order cancelled?
We apologize for the inconvenience. Your order might be canceled due to several reasons, such as payment issues or unavailability of items. If your order was canceled by our system, please contact us at careline@mothercare.com.my or via WhatsApp at +6019 990 1529 for further clarification.
Gift Registry
How does the Mothercare Gift Registry work?
Our Gift Registry allows you to create a list of items you'd like to receive for a special occasion. You can share this list with friends and family so they can choose gifts from it.
Can I edit or add items to my Gift Registry after I’ve created it?
Yes, you can add or remove items from your Gift Registry at any time. Just log into your account and make the changes.
What if the items I want are out of stock?
If an item on your Gift Registry is out of stock, you can choose to be notified via email when it becomes available again.
Product Enquiry
Where can I find product information?
For product details, including features, specifications, and pricing, check the product page on our website.
Do you have a warranty for your products?
Yes, many of our products come with a manufacturer’s warranty. The duration and terms can vary by item, so check the product description for specific information.
What should I do if I can’t find a specific item?
If you can’t locate a product on our website, please reach out to us at careline@mothercare.com.my or WhatsApp us at +6019-9901529, and we’ll help you find it.
Other Questions
Do you offer home assembly service?
Yes, we do offer home assembly service with minimum charges (Applicable within Klang Valley).
Where can I buy Mothercare vouchers?
They are available at any of our physical stores, and are only for offline purchases. For store locations, click here.
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 Where To Buy.
How do I contact you?
You can contact our customer service team.
Hotline: +6019-9901529
Email: careline@mothercare.com.my
Membership (VIP Parenting Club)
How do I sign up to be a VIP Parenting Club member?
To qualify as a VIP member, simply spend RM400 within 3 months continuously in a single receipt or multiple receipts. Both online and offline receipts are valid.
How long is the VIP membership valid for?
The VIP membership is valid for 3 year, which, will be automatically renewed with accumulated purchases of products worth RM1, 000 or more within 3 years.
How do I accumulate my purchases?
In physical stores, simply quote your registered mobile number or NRIC 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.
If I buy more than RM400 worth of products in one go, can I become a VIP member immediately?
Yes, this is possible both on and offline.
How can I activate my VIP membership if I purchase more than RM400 both on and offline?
- If your offline spending has been recorded to your membership, and you have an online account, you will automatically be upgraded within 24 hours.
- If your offline spending is not recorded to your membership, please go to any Mothercare stores with all receipts to get your VIP membership activated.
- If your online spending is not tied to an online account, please go to any Mothercare stores with all receipts to get your VIP membership activated.
How do I check my membership expiry date and current spend till date?
Please contact our customer care team by p hone on
Why is it that my child has not received his birthday treat email from Mothercare?
Do email us at
What are the benefits of membership?
Please kindly visit our VIP Member Privileges for more details.
