Frequently Asked Questions
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Browse our most popular questions.
Orders
How do I place an order?
Please visit us at Momstore.com where you can create an account by registering with your contact details.Browse our site & select the products you want to buy; this will take you to the product page. Select your preferred quantity and click on the 'Add to Cart' button. Choose your delivery address to proceed. Once you've reviewed your order, click on the “Place Order” button. If you wish to place an order as a guest just follow the above instructions without creating an account.
Why have I not received confirmation of my order, but my payment has been taken?
Please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.
What if my order is missing?
In the very unlikely event that we get your order wrong, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you tracking down your order.
What if my order is incomplete?
As you will be excited to receive your Mom Store products, we may send you products that are available first. The products shipped to you will be reflected in the invoice copy accompanying the shipment. Any remaining products will be shipped to you as soon as they are ready. Don't worry! Please rest assured you will receive all your products. If you need any more help, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.
What if my order is damaged on receipt?
Here at Mom Store our team takes special care of each order to ensure your order reaches you in perfect condition. On the odd occasion that you do receive a damaged item, please raise a return request from your Mom Store account – My Orders – View Order – Return and complete the form so that we can process your request.
If I change my mind, how can I change / cancel my order?
If you already have an account with Mom Store, proceed to “My account” & select “My orders “. Here you can select the order that you wish to change / cancel should it still be eligible. Orders that have already been shipped are not eligible for change or cancellation. If you have purchased your order as a guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you with the change / cancelation.
When will out of stock products be restocked?
We’re sorry if the item you want is out of stock. There are times when we will continue to show products that are out of stock so that you have access to the product details or to enable you to buy at a later date. We are always working hard to keep Mom Store favorites constantly in stock.
Product
Where are Mom store products made?
Mom Store products are responsibly sourced from suppliers across the globe. Should you have a specific query, details can be found within the product details section on Momstore.com.
How can I be sure that I am selecting the right size or fit?
A size chart is available in the website to try and make your selection easier. Please visit Size Chart
Do all products include VAT?
Yes, the amount you see at checkout is inclusive of VAT, which means you won’t have to pay anything additional. Your delivery charge or Cash on Delivery charge, if any, will also include VAT.
Are your products genuine?
All our products are 100% genuine and authentic and are covered by a manufacturer's warranty where applicable.
Do you offer personal shopper assistance?
Yes, please look out for the “Personal Shopping” section within Mom Store and complete your details. One of our experts will then reach out to you and schedule a convenient time to discuss all your needs and answer all your questions.
Payment
What are your payment options?
When shopping at Mom Store, you can be assured of an easy-to-navigate and secure site that provides easy and secure payment solutions to cater to all your needs. You can choose to pay for your order using your Credit or Debit Cards, Cash On Delivery, Momstore Gift Card or Momstore Store Credit.
Credit Cards & Debit Cards
We use the most secure payment gateway to offer you a fast, safe and secure way of paying using either Mastercard, Visa.
Cash On Delivery
You can also pay through Cash on Delivery (COD). In this case you pay in Cash to our 3rd party delivery agent while accepting the goods. COD payments are accepted for orders of value up to AED2,500/-. All COD orders will incur a nominal cash handling fee of AED 15/-.
Store Credit
Momstore Store Credit can be used for any purchases within 6 months from the date of issuance. If your store credit is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method.
Gift Card
Momstore Gift Cards can be used for any purchases within 6 months from the date of issuance.If your gift card is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method.
Tabby
What is Tabby?
Tabby is an easy payment method which allows you to buy the things you love and pay for them later. You can use your Debit/Credit Cards and Tabby will arrange the installments with your bank --- It may require additional documents to be submitted to Tabby.
Pay in installments:
You will need to pay only 25% at the time of purchase, the rest can be paid in 3 equal monthly installments. Debit and credit cards are accepted which are issued by UAE Banks.
Tabby is safe, simple, and convenient: Your transaction is protected by the latest industry-standard security protocols.
Tabby is safe, simple, and convenient: Your transaction is protected by the latest industry-standard security protocols.
How can I shop with Tabby?
Tabby is easy to use. Here’s what you need to do:
If you got the message (Tabby not available for your purchase) then you need to contact tabby on 80082229 as it’s subject to approval from Tabby.
- Add your favorite items to the bag and checkout
- Choose Tabby as your payment method on the Payment page
- Confirm your mobile number and email and click on ‘Continue’
- Enter the 4-digit verification code that was sent to your mobile number
If you got the message (Tabby not available for your purchase) then you need to contact tabby on 80082229 as it’s subject to approval from Tabby.
Is there any limit on shopping with Tabby?
Your limit primarily depends on you, considering several key factors including:
- The amount of products you are buying;
- Your payment history with Tabby.
- Overall credit Score with Tabby.
Why am I unable to pay using Tabby?
Your request may have been declined because of Tabby’s risk policy or Terms and Conditions. please contact them on 80082229 to know more details.
How will I receive a refund if I paid through TABBY?
Your refund will be done from our side and Tabby will refund the amount back to your card.
If there are any remaining installments, they will be deducted from the refunded amount, for further details you may contact tabby on 80082229.
My order was cancelled, why am I still being charged?
As soon as the order is cancelled, the change in order status will be reflected on your Tabby account and your payment, if any, will be refunded by Tabby.
Precautions taken during Covid 19
What safety precautions for your delivery have you put in place during the COVID-19 pandemic?
At Momstore we take utmost care to regularly sanitize all our premises including offices, warehouses and vehicles as per the highest standards. All our employees regularly undergo temperature checks and maintain high levels of personal hygiene.
All our third party courier partners who deliver your products will wear protective clothing while delivering your order. We recommend paying with your debit/credit card when placing your order to minimize contact when receiving your products.
Returns
What is your return & refund policy?
If you have changed your mind about keeping your purchase, you have 14 days from the date you receive your order to return. Items must be in their original packaging, with labels attached, in good condition that can be resold at full price. There may be specific items that are not eligible for return, details of these items can be found in our full Return & Refund Policy .
How do I return my Order?
If you have an existing account with Mom Store you can process a return request via "My Account" section. If you have purchased your order as a Guest, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you. Our 3rd party logistics provider will collect the product/s from you within 2-3 Business Days.
How do I obtain a refund?
Once your return request has been processed and approved you will receive your refund via your original method of payment. For COD orders refunds will be processed as store credit. Orders paid by gift card will be paid as gift card.
Processing time for credit & debit card transactions depends on your banking partner and may take up to 3 working weeks
What if I receive an order with manufacturing defect?
If you received defective, incorrect, or incomplete merchandise please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you. Please include your order number, picture of the concerned items with details about the issue you’re experiencing in your order.
I received a wrong item, what is the process to rectify this?
We are very sorry for to hear this, please reach out to us through one of our customer support channels and a member of our customer service team will be happy to support you.
How long does it take for a refund to appear on my Credit/Debit card?
We will process your refund within 3 to 5 business days; however, refunds may take up to 21 days to reflect in your credit card account dependent upon your bank.
Newsletter Subscription
How can I subscribe to all your Newsletter and online publications?
While creating an account with Mom Store you can select the option “Newsletter subscription”. If you are already an account holder you can also subscribe by selecting “Newsletter” subscription on Mom Store and provide some basic personal details.
How do I unsubscribe from a newsletter entirely?
If you wish to unsubscribe from our Newsletters, scroll all the way down to the bottom of the email and select the "Unsubscribe" link.
Your Account
How to create an account?
Getting started with us is easy. Please visit us at Momstore.com, click on “Sign up”. We will need your name, email address, mobile number and your desired password to become part of our family.
How do I amend my account details?
You can login at Momstore.com and go to “My Account”, select “My Profile” and amend any details you may need to change.
How do I see my purchase history?
You can login at Momstore.com and go to “My Account” then select “Purchase History”.
Why should I create an account?
Creating an account not only saves you time when you shop, but also makes purchasing your desired products much simpler. We'll save your details in a secure place for a quick-click checkout, so you only need to enter your information once. Plus, in your account you can view your order history and create a wish list for anything and everything you like.
Delivery
What is the delivery time for any purchase made
online?
3-5 working days within city limits. 5-7 working days outside city
limits (where we deliver).
Do you ship internationally?
Currently our deliveries are limited within UAE only. Please continue to watch our marketing channels for information on launch of our international websites.
How can I track my shipment?
Currently we do not have live order tracking on the Platform. Status
of your order is updated to you via email on regular basis. In case
you need any urgent updates on your order status please call our
Customer Care team at 800 -Moms.
Is delivery free, If No, what is the minimum amount of
purchase is required for free of charge delivery?
Generally free delivery for a minimum purchase of AED 100/- , below
which there will be a delivery charge of AED 10/- per order . See
here for details of shipping charges that may apply
Will there be an option for express delivery at an extra
cost. If so, then what will be the cost?
Currently we do not have express delivery option, but in near future
we expect this facility should be available subject to extra cost
Is there cash on delivery facility available? if so, what
will be the additional charges?
COD facility is available. Additional COD charges will be AED 15/- per
order.
Is there any limit on the quantity, weight or dimension of
the Products that I can purchase online?
There are no such limits on your ability to purchase. Please make
sure there are no physical or technical barriers at your delivery
address e.g. narrow passage ways or low ceilings, which may impact
delivery of the Products you purchase.
Can I cancel the order after dispatch but before the
scheduled delivery date? if so then how will be the refund
process?
No. In case you need to return or cancel your order during delivery,
you will need to accept the delivery and separately request return
of the Products. Orders can be cancelled before dispatch without any
charges. See our
Cancellation Policy.
How can a product be considered for a
repair/refund/return/exchange or cancellation, if an issue
is found post-delivery?
If there is any issue with the quality of the Products or missing
parts, Mom Store will replace it or issue full refund in accordance
with our Refund and Return policies and applicable laws.
What if I receive an incorrect Product? Can the correct
Product be delivered on priority?
If an incorrect Product is delivered due to mistake of Mom Store, it
will be replaced with the correct Product within a targeted
timeframe of 2-3 working days (subject to availability).
What if I don’t like the Products after delivery?
You can obtain a refund within 14 days of delivery provided the
Product is unused with original packaging or otherwise complies with
our Return Policy.
What if I am unavailable at the time of delivery, which was
scheduled after checking my convenience? can I reschedule
the delivery? will there be any charges for the same?
Yes, delivery can be rescheduled on the next available date. If you
do not accept your delivery within 14 days or are not reachable, we
reserve the right to cancel your order and a refund will be issued.
Can I nominate someone else to receive the delivery on my
behalf?
Yes, you can nominate but we would like to have a copy of his/her ID
at the time of delivery. Please contact our customer service in
advance to nominate the recipient.
Can I change the delivery address after I have purchased
the Products online?
Yes, you can change the delivery address before dispatch, subject to
new location being in the same city, but you need to call our
customer service. There are some locations where we cannot make
deliveries.
Can I add a Products to the existing order and include them
in the same delivery?
Existing orders cannot be amended to add new Products. You can raise
a new order for additional Products.
Cancellation
Can I cancel my order?
If you changed your mind / no longer want to go through with your purchase, for any reason, your order may be eligible for cancellation, if the order is not yet dispatched for delivery.
How can I cancel my order online?
If you are a registered user, to cancel your order online, sign into your Mom Store account. Find your order in “My account” section my orders then you will find all your orders where you can cancel (in case it wasn’t shipped yet) click on “View” to view the order you want to cancel. If the cancel option is available, you will find a “Cancel” button under your order number on the left side. Click “Cancel”, complete the form presented and submit your cancellation request.
Unfortunately, if the option to cancel is not showing to you then neither you nor customer service will be able to cancel the order.
If you are a Guest User, kindly contact our Customer Support team on care@momstore.com OR call 800-MOMS (800-6667) and a member of our Customer Support team will be happy to assist you with a cancellation if the order has not been shipped as yet.
Can I cancel the order before the scheduled delivery date? if so, then how will be the refund process?
Orders can be cancelled before being shipped without any charges. Please refer to our Cancellation Policy. Refund will be processed within in 2 -3 working weeks depending on your mode of payment. See our Refund Policy for more details.
I am a Guest User. Can I cancel my orders online?
If you are a guest user (i.e. you do not have an Account with us), unfortunately it is not possible to cancel your order online. Please reach out to us through one of our customer support channels and a member of our Customer Service team will be happy to support you (in case it wasn’t shipped yet).
Can I cancel or exchange the product at the time of delivery? If so, will there be any additional charges?
Unfortunately, this is not possible. In case you need to return or cancel your order during delivery, you will need to accept the delivery and separately request return of the product, then place a new order of the desired product.
How can a product be considered for a repair/refund/return/exchange or cancellation, if an issue is found post-delivery?
If there is any issue with the quality of the product or missing parts, Momstore will issue a return request to have a full refund in accordance with our Refund and Return policies.
What type of Orders cannot be cancelled?
If your items have already been dispatched and shipped for delivery, your order can no longer be cancelled.
To return a product once your order arrives, follow the process in our Returns Policy. Please note that in such a case your delivery fee will not be refunded.
Store Credit
What is a Store Credit?
Momstore Store credit can be used to buy goods on our Momstore website. You will receive the store credit for the value of the products returned.
How can I use the Store Credit?
You can use your Store Credit in the “Checkout “page. The Store Credit validity is for 6 months from the date of issuance. If your store credit is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method.
Where can I find my Store Credit balance?
If you already have existing account with Mom Store, you can log into “My account” and find the “Store Credit” option.
What is the validity of the Store Credit?
The store credit expires on completion of 6 months from the date of issuance. We will send you an email reminder when time is running out.
I returned an item. Where is my store credit?
If you already have existing account with Mom Store, select “My account” and go to “Store Credit” option. You will receive the store credit once we receive the returned products at our Warehouse in good condition and in accordance with our return & refund policy.
Gift Card
How can I purchase a Gift Card?
You can login into Momstore.com and search for “Gift Card” option, you will find different types of gift cards.
How can I redeem my Gift Card?
You can use your Gift Card in the “Checkout “process. The Gift Card validity is 6 months from the date of issuance. If your Gift Card value is less than the total amount, you will have the option to pay the remaining balance with your preferred payment method.
Is there a limit to how much credit can be loaded on the Gift Card?
Gift card value can be anything between AED 100 and AED 5000 in round numbers
How can I check the remaining balance on the Gift Card?
If you already have existing account with Mom Store, select “My account” and go to “Gift Card” option, then you can check the status of the card and the balance.
Can I get my money back after purchasing a Gift Card?
Gift Card cannot be cancelled or returned once they are purchased. The e-gift card is valid for 6 months after purchase.
If the order is paid with a gift card, the refund will be in a form of store credit.
What if I want to return an item purchased with the Gift Card?
Products purchased using a gift cards are eligible for return as per the Mom Store refund policy. The refund will be for the product amount which was paid initially in the checkout page.
Can I reload the Gift Card?
No, the card can not be reloaded, but you can purchase another card.
What happens if there are still funds on my Gift Card when it expired?
The entire value of the Gift Card should be used before the end of the Card Validity Period (which shall occur 6 months counted as from the date of purchase). Upon the Expiry Date, the Gift Card will become invalid for use.
Why wasn't the Gift Card accepted while paying for an item?
In the unlikely event that you are unable to use your Gift Card, please reach out to us through one of our customer care channels and one of our customer service team will be happy to support you.
Click & collect Policy:
How does Click & Collect work?
Click & collect is a convenient and complimentary service which allows you to shop and pay for your order, select your pick-up store, and collect it at your convenience.How do I place an order for Click & Collect?
- Find the products you want to buy and add them to your shopping cart.
- Click your cart from the top right of the screen and proceed to checkout.
- Click on Pickup to view the pickup options (Stores – Warehouse).
- Choose the store you would like (Store locator link) to collect from using the drop-down list or select it on the map.
- Choose your preferred date & timing for pickup and click on 'Next'.
- Payment for Click & Collection option is Prepaid only, COD is not available.
- Enter your payment information and click the 'Update' button.
- Review and pay for your order using the 'Place Order' button.