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Customer Assistance & Sales Policies
Frequently Asked Questions & Important Notes
Please read the following information pertinent to shopping online at www.mothersenvogue.com. If you have any other queries, please call us or email us for further assistance.

  1. The Clothes
    What size should I buy?
    How do I know the clothes will look the same in person as they do on the computer screen?
    Any special care required for the clothing?
  2. Placing an Order
    How do I place my order?
    Do you take international orders?
    How do I know if my item is in-stock?
    How do I know if my order has been placed?
    What if I want to make changes to my order?
  3. Singapore Orders and Delivery
    Payment methods for Singapore orders
    Delivery options for Singapore addresses
    Tracking the status of your order
    Return and exchange policy
  4. International Orders and Shipping
    Payment methods for international orders
    Shipping options for international addresses
    Duties and taxes
    Unclaimed or refused packages
    Tracking the status of your order
    Return and exchange policy
  5. Return and Exchange Policy
    Return and exchange policy statement
    Procedure for making exchanges
    Shipping charges incurred for exchanges
  6. Online Payment Security
    How is my credit card information processed?
  7. Contact Mothers En Vogue
    When and how can I contact you?
    Feedback
Answers
  1. The Clothes
    What size should i buy
    • For Maternity Tops and Dresses
      Mothers En Vogue’s maternity garments are designed to fit you from early pregnancy (from when you first start to show, probably around 16 weeks) through the full term of pregnancy and post-partum, until your body has fully recovered its pre-pregnancy form. Many of our designs are meant to be form fitting and by using versatile stretch fabrics, you will find that our garments grow with you, accommodating wherever you expand. Determine your top or dress size based on your current bust measurement. Measure around the fullest circumference of your bust and refer to the chart below to get the most accurate fit.

      Mothers En Vogue size bust up to waist up to
      XS 34” 40”
      S 36” 42”
      M 38.5” 44.5”
      L 41” 47”
    • For Maternity Bottoms
      Measure you current hip size and then refer to the chart below for the corresponding MEV size.

      Mothers En Vogue size hips up to
      XS 36”
      S 38”
      M 40.5”
      L 43”
    • For Nursing Tops and Dresses
      Determine your top or dress size based on your current bust measurement. Measure around the fullest circumference of your bust and refer to the chart below to get the most accurate fit.

      Mothers En Vogue size bust up to waist up to
      XS 34” 27”
      S 36” 29”
      M 38.5” 31.5”
      L 41” 34”


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    How do I know the clothes will look the same in person as they do on the computer screen?
    We make every effort to ensure the accuracy of the product photos on our site. However, please note that colours can vary slightly from computer monitor to computer monitor.

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    Any special care required for the clothing?
    For best results, follow the care instructions on the sewn-in label of the garment. Washing a garment in hot water and drying it with hot air increases shrinkage. Washing a garment in cold water and laying it flat to dry minimizes shrinkage.

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  2. Placing an Order
    How do I place an order?
    • Shop in Person
      Our retail showroom is at 402 Orchard Road, #01-09 Delfi Orchard, Singapore 238876. Tel: +65 - 6738 0037.
    • Online Ordering
      Shop online at www.mothersenvogue.com which is fully equipped with easy-to-use shopping cart facilities. Once you have chosen the size, colour and quantity, you can add items to your shopping bag by clicking on Add To Cart. At any time while you are shopping at www.mothersenvogue.com you can check how many items are in your shopping cart or remove items by clicking on View Shopping Cart. When you have selected all your purchases, click on the Checkout button and you will be guided through the checkout process. Upon submission of your online order, you will receive a confirmation email with an order reference number.
    • By Email: orders@mothersenvogue.com
    • By Phone: +65 - 6738 0037


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    Do you take international orders?
    Yes, we welcome orders from anywhere in the world. International orders may be placed online, by email, fax or phone. See "How do I place my order?" for details.

    Please note that your order may be subject to import duties and taxes, which are levied once your package reaches your country. Mothers en Vogue ships your package DDU, "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office.

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    How do I know if my item is in-stock?
    Generally, if an item is out of stock, it will say so on the product page. If an item sells out by the time we receive your order (in cases, for instance, where your order is not placed online through the www.mothersenvogue.com shopping cart), we will send you an email to let you know immediately.

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    How do I know if my order has been placed?
    When you send in your order, you will receive an email confirmation from us. The email will have an order reference number. You can check the status of your order online by logging in to your Account. All orders will be processed and despatched upon receipt of payment. See Payment Options for more details on how to pay for your orders.

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    What if I want to make changes to my order?
    Upon receipt of payment, Mothers En Vogue allows up to 48 hours to pack your order for despatch. If you would like to make a change to an existing order please do so within this time period. If you would like to make a change after your order is sent we will be happy to accommodate you, but you will be responsible for delivery charges incurred.

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  3. Singapore Orders and Delivery
    Payment methods for Singapore orders
    We accept payments from Singapore customers through the following methods:
    • Direct Banking (in Singapore Dollars)
      Deposit payment directly – which can be conveniently done via the internet, ATM or over-the-counter - into Mothers En Vogue’s corporate bank account.

      * Account Name: Mothers En Vogue Pte Ltd
      * Account No.: 027-900880-6
      * Account Type: Current Account
      * Bank: DBS Bank
      * Branch: Parkway Parade

      Please email orders@mothersenvogue.com to advise of payment so that we can proceed with your order.
    • Cheques (in Singapore Dollars)
      All cheque payments are to be made out to "Mothers En Vogue Pte Ltd" and sent to:

      Mothers En Vogue Pte Ltd
      402 Orchard Road
      #01-09 Delfi Orchard
      Singapore 238876

      As soon as the cheque clears the bank, we will despatch your order(s).
    • Credit Card (in Singapore Dollars)
      Make payments online with your Visa or MasterCard. Upon checkout at www.mothersenvogue.com, simply select option to pay by credit card. You will be redirected to a secure-server page where you can enter your credit card information. You will then be prompted confirm or cancel the transaction. When a transaction is successful, www.mothersenvogue.com will then provide you with an electronic receipt.

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  4. Delivery options for Singapore addresses
    We offer postal mail and door-to-door delivery options for Singapore addresses. Self collection is also available for customers who wish to pick up their purchases.

    For purchases of S$100 and above, delivery to Singapore addresses will be free of charge. Mode of delivery will be via regular postal mail.
    • Postal mail
      Postal delivery time is a maximum of 3 working days, from the day of mail-out.
      1. Registered Mail (Recommended)

        OR
      2. Unregistered Mail (Customer will undertake all risk & liability if items are sent by unregistered mail)

      Order Total Unregistered Mail Registered Mail
      Less than S$100 S$4.00 S$5.50
    • Door-to-door courier delivery
      Door-to-door courier delivery is available at a flat rate of S$9.00 island wide. For order payments received by 12noon, delivery will be made the next working day.

      Delivery will be made during office hours between 9.00 am to 5.00 pm from Mondays to Fridays. No deliveries on Saturdays, Sundays and Public Holidays. Orders confirmed by 12noon on Friday will be despatched on Monday.
    • Self collection (No charge applicable)
      Your order may be picked up at our retail showroom during business hours.

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    Tracking the status of your order
    Simply send us an email at orders@mothersenvogue.com, quoting your order reference number. We will respond as soon as possible.

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  5. International Orders and Shipping
    Payment methods for international orders
    We accept payments from international customers through the following methods:

    • Credit Card (In Singapore Dollars)
      Make payments online with your VISA or MASTERCARD (we regret to inform that we do not accept American Express at this point). Upon checkout at www.mothersenvogue.com, simply select option to pay by credit card. You will be redirected to a secure-server page where you can enter your credit card information. You will then be prompted confirm or cancel the transaction. When a transaction is successful, www.mothersenvogue.com will then provide you with an electronic receipt for the amount charged.
    • Telegraphic Transfer (in Singapore Dollars)
      Make telegraphic transfers in Singapore Dollars into Mothers En Vogue’s corporate bank account. Customers will bear any processing charges imposed by remitting bank. Details as follows:

      * Bank: DBS Bank
      * Bank Address: 6 Shenton Way, DBS Building, Singapore 068809
      * Swift Address: DBSSSGSG
      * CHIPS UID Number: 034675
      * Telex Number: RS 24455
      * Beneficiary's Account Name: Mothers En Vogue Pte Ltd
      * Beneficiary's Account Number: 027-900880-6

      Please email orders@mothersenvogue.com to advise of payment so that we can proceed with your order.

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  6. Shipping options for international addresses
    • International deliveries are sent via Singapore Postal Mail which takes between 5 - 14 days, depending on your destination. Some destinations may, however, take longer than 14 days, please check the Zonal Classification chart.
    • Please note that all items can be subject to customs inspection, which will require additional time.
    • Please ensure the address you have provided is correct. Parcels non-deliverable will be sent back to MEV. In such instances, you will be charged the "return way" mailing costs (as charged by the postal company and may cost more than the "to" charges), in addition to the original shipping charge that was paid to us to send the order.

    To check rates, first identify the zonal classification of your destination within the Zonal Classification chart and then refer to the International Standard Rates Chart. Please note that customer is responsible for any customs duties or taxes incurred.

    International Standard Rates

    Order Total

    Rates According to Zones (S$)

     

    A

    B

    C

    D

    E

    up to S$100

    9

    12

    19

    22

    38

    S$100.01 - S$150

    11

    14

    23

    27

    52

    S$150.01 - S$200

    13

    17

    27

    33

    63

    S$200.01 and up

    19

    23

    35

    44

    77



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    Duties and taxes
    International customers are responsible for any applicable import duties and taxes, which are levied once your package reaches your country. Mothers en Vogue ships your package DDU, "duties and taxes unpaid", and does not collect the duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs.

    If you refuse the items at the time of delivery, you will be charged the "return way" shipping costs (as charged by the shipping company and may cost more than the "to" charges), in addition to the original shipping charge that was paid to us to send the order.

    We recommend that you please contact your local customs office for your country's regulations and policies regarding textile imports.

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    Unclaimed or refused packages
    All unclaimed or refused shipments returned to us by the shipping company are subject to "return way" shipping costs (as charged by the shipping company and may cost more than the "to" charges) plus the original shipping charge that was paid by us to send the order. There are no restocking charges for unclaimed parcels.

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    Tracking the status of your order
    Simply send us an email at orders@mothersenvogue.com, quoting your order reference number. We will respond as soon as possible.

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  7. Return and Exchange Policy
    Return and Exchange policy statement
    • We regret that returns and refunds cannot be accommodated.
    • However, we will gladly accept any request for exchange that is made within 7 days of receiving your items. Please contact us at Tel: +65 6738 0037 or Email: orders@mothersenvogue.com to request for your exchange. An authorization note will then be issued to you to proceed with the exchange.
    • For replacement items of lower value, the excess amount will be forfeited. For replacement items of higher value, customers will make good the difference.
    • Discounted price items are final sales and are not eligible for exchange.
    • Delivery / shipping fees are not refundable.

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    Procedure for making exchanges
    Exchanges must be made with prior request at MEV. Requests must be made within 7 days of receiving items. Simply email or call us, advising which item(s) will you be exchanging.

    For Singapore customers, exchanges may be made in person at our retail showroom (402 Orchard Road, #01-09 Delfi Orchard ) so as to ensure correct and final replacements.

    For international customers, please send your package via an insured, traceable method to ensure a safe and documented delivery. We cannot be responsible for any loss, misdirection or damage to items that are on the way back for a return/exchange. Send items to:

    Mothers En Vogue Pte Ltd
    402 Orchard Road
    #01-09 Delfi Orchard
    Singapore 238876

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    Shipping charges incurred for exchanges
    • Exchanges
      For Singapore customers - if you are not exchanging in person at our office, and are sending the merchandise by mail / courier, you are responsible for the cost of returning it to us. Delivery of replacement item(s) is chargeable at our standard local mail rates.
      International customers must pay shipping for exchanges.
    • Incorrect Orders
      If we ever do send you incorrect merchandise, we will reimburse you for the cost of returning the package to us. We will then send out the correct order.

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  8. Online Payment Security
    How is my credit card information processed?
    When you use your credit card to make online purchases at www.mothersenvogue.com, your payment is processed through a third party payment gateway called eNets. (eNETS is Network for Electronic Transfers and their customers include Singapore government boards like CPF and IRAS. Visit www.nets.com.sg for more information.)

    eNETS adheres to strict security procedures for the storage of information and the prevention of unauthorised access. In addition, eNETS provides a secure connection between www.mothersenvogue.com website and financial institutions that settle credit card transactions. Complete transaction security and integrity is ensured via Secure Socket Layer (SSL), VerifiedByVisa (VbyV) and MasterCard SecureCode, protecting both the customer and merchant against fraud and tampering.

    To make sure you are accessing a secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or Location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https."

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  9. Contact Mothers En Vogue
    When and how can I contact you?
    Business Hours
    Monday to Friday: 11.00 am – 7.00 pm, Singapore time (GMT +8hrs)
    Saturday & Sunday: 12.00 noon - 6.00 pm

    By Phone:+65 - 6738 0037
    If you need to speak with someone, please call during business hours.

    By Email: info@mothersenvogue.com

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    Feedback
    We welcome your feedback. Should you feel dissatisfied with any of our goods or services, please contact us at

    Tel: +65 6738 0037
    Fax: +65 6735 7448
    Email: info@mothersenvogue.com

    Alternatively, customers may refer their complaints to the BusinessTrust Secretariat if they are not satisfied with the resolution of the complaint. Complaints can be referred to:

    BusinessTrust Secretariat
    Mr. Ramesh Vakkiprath
    35 Selegie Road
    #09-25
    Parklane
    Singapore 188307
    Email: ramesh@cnsg.com.sg

    http://www.commercetrust.com.sg

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