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FAQ

MY ACCOUNT

Do I need to create an account to purchase from BABY MONSTA?
Yes! By creating an account with us, you get to keep track of your purchase history, check your store credit balance and wishlist items. It also saves you time as you won't have to keep filling in your address details for every order you place with us.

I am unable to sign into my account
Click on "Forgot your password?" on our LOGIN PAGE and your new password will be sent to you via email shortly!

ORDERS

How do I order?
Simply add the item into to your shopping cart. Proceed to check out for payment once you have added your desired items to your cart.

I have a discount code, how can I use it to apply on my order?
Key in the respective discount code under the “DISCOUNT” section and press the “APPLY DISCOUNT” button in the CHECKOUT page.

Can I amend my order after carting out?
All orders are deemed confirmed and final upon checkout so it's always best to ensure that everything is checked and correct prior to placing your order!
However, we understand that accidents may occur from time to time and if you'd like to change your order, you may drop our Customer Care team via our email [email protected] and we will do our best to assist you.
This should be done no later than 30 minutes from when the order has been placed so that our team can intercept the order and make the necessary changes for you (if possible).

Did not receive an invoice from BABY MONSTA?
If you haven't received your invoice and please check with your spam/junk folder. If it hasn't been redirected to your spam/junk folder, please feel free to drop us an email [email protected]. We'll get back to you as soon as possible with your invoice.

How to check my order details / history?
You will need to log in into BABY MONSTA account and click in "MY ACCOUNT" and press the "ORDER" button, then you are able to track all your order history through there.

I have not received my parcel, what should I do?
Please contact us via email with your order information at [email protected] . We will respond to your email within one working day.

An item is missing from my order / I’ve received a defective or incorrect item / I have purchased an incorrect size or colour.
Please contact us via email with your order information at [email protected] .We will respond to your email within one working day.



SHOPPING

Will you restock a sold-out item?  
Backorders and restocks are highly dependent on demand level. As such, we regret that we are not able to open backorder for or restocks all sold-out designs.

What is backorder?
Occasionally, when an item sold out and receives great customer demand/response, we will open for a backorder to have it remanufactured! . If there is demand, another batch backorder might open so you will need to check the backorder update and know which batch is under your purchase.
Backorders work similar to a pre-order. A backorder product will arrive in 6-8 weeks’ time
We do our best to ensure that the backorders arrive within the stipulate time. However, there are times where we experience delays due to unforeseen circumstances like custom port checks. We will remark an update on the backorder update if such a situation arises.

How do I shop for backorder items?
You will be able to find and shop the items that are currently on backorder via the “BACKORDER” section, under “CURRENT BACKORDERS” tab.

Do you have a size guide?
Measurements are provided for each design online, we measure our items laid flat across/down in CM.


PAYMENT

What are the payment methods accepted by BABY MONSTA?
We accept the following payment methods:
- Credit Card Payment via iPay88 Payment, Online Banking & Cash Deposit

What are the currencies accepted?
All prices are listed in Malaysian Ringgit (RM).

What if I accidentally made 2 times payment in 1 order?
If you accidentally made 2 times payment please contact our customer service through INSTAGRAM and provide us the order number , bank account holder name and attach together with 2 receipts. Once our customer service get a reply from the finance department, we will automatically return you the extra payment into your BABY MONSTA account.

How long will the items be reserved for me upon receiving my invoice?
Upon checking out, your order will be reserved for you up to 24 hours only. In the event that we do not receive the upload receipt on your order within this timeframe, we regret to inform you that your order will be cancelled.

How long will it take to verify my payment?
Verification for iPay88 transactions are immediate. Verification for all other transactions will be done within 12 working hours from Monday to Friday.



SHIPPING

What shipping methods does BABY MONSTA offer?  
We accept the following shipping methods:
- Self-Collection In Store
    ADDRESS : NO.39-02, JALAN DATARAN LARKIN 1, TAMAN DATARAN LARKIN, 80350, JOHOR      BAHRU , JOHOR.
    WORKING HOUR : 10 AM - 5PM (MONDAY - FRIDAY )
- Normal Courier (Within 3 working days to WM , 7 working days to EM)


Can I change self collect to shipping?
Yes, but you will need to contact our customer service and you will be charged for a shipping cost. 


When will my order be mailed out?
Once payment has been received, an email will be sent to notify you when,
a) we’ve verified your payment successfully
b) we’ve shipped your order successfully
This should take up to a maximum of 1-2 working days (for ready stock item only)

Please note that working day do not included weekends and Public Holidays.  


RETURNS

Does my item qualify for a return?
We accept the following return methods:
- Return within 5 working days upon items received
- Returnable categories: All items
- Non returnable categories: NG packaging corner, sale items and order made with promotional code or discount code.
- The items are unworn, unwashed, unaltered and still have their tags intact
- Delivery fees, if any, won’t be refunded

Can I exchange to another item / size?
We currently do not offer exchanges for online orders. Instead you may proceed to place a new order for your desired size/colour.


Return an online order at the warehouse
You’re welcome to drop off online order/s at our store!

What happens if I’ve returned an order that is not eligible for returns?
We will drop you an email once we have processed your parcel and will have to return your order back to you. Redelivery fees may be incurred under such circumstances.


TECHNICAL

I have problems logging into my Babymonsta account.
Please click “Forget Password” at the login page and a new password will be automatically generated and send to your registered email.


I am having problems purchasing the items.

If you are unable to cart out any item, it means that the item might be out of stock. Do check back the item’s stock availability shown on the website by refreshing its respective product page.

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