Site Help
Ordering
Can I order from you if I am under 18 years old?
Can I become a Diamond Club member if I have already signed up as a basic member?
How does the Diamond Club membership Fee, ongoing 10% discount and “Special” Gift Voucher promotion work?
How do I place an order?
I placed an order, how do I chase it up?
Website
Where can I leave feedback, testimonials or suggestions in relation to your service & website?
Do you offer Gift Vouchers?
Do you offer Gift Wrapping?
Delivery
What if I am not at home when you deliver my goods?
When will my order be shipped?
What will delivery cost me?
Which Carrier/Courier do you use?
How do I know when you have shipped my order?
Do you deliver to anywhere in Australia?
Do you deliver Internationally?
Once I've made my Purchase, how long before I receive my item(s)?
Are your Parcels labelled when dispatched and do they have an Invoice attached to them?
Order History
How can I see my previous orders?
I received a different item to what I ordered!
Returns & Refunds
I just received my item, but it is faulty, what do I do?
How do I send back goods?
I have received my item but it is damaged, what do I do?
Where is my refund?
If I need to return my item, who pays for the postage costs?
What is the procedure for Replacements and Refunds?
Account Details
How do I login to my account?
Why can't I login?
I have forgotten my Login, can you help me?
How do I register as a new customer?
How do I change my email address on my account?
How do I unsubscribe from your newsletter?
What is the diamond club price?
Products
Product Availability
Can I request an item, which is not on your website?
Payment Methods
I want to pay by credit card but I cannot see any way of entering my details, what can I do?
What Payment methods do you accept?
Can I pay by Money Order or Cheque?
What Credit Cards do you accept?
CREDIT CARD PAYMENT
Do you offer Lay-by or Instalment Payments?
Can I still purchase from you, if I don't want to give you my Credit Card details?
Can I still purchase from you, if I do not have a Credit Card?
What is PayPal?
PAYPAL PAYMENT
Can I use PayPal even if I have never used it before?
How do I pay by Direct Deposit?
Can I change payment method in an order I've already submitted?
Do your prices include GST?
Other Questions
On my checkout screen there is a field for a Coupon Code. What is this and how do I get one?
Can I order on the web and then come in and pay for it and pick it up?
How long does it take to confirm my payment?
I have completed my order, but I can't Check-Out, help?
I want to make a change to my order, how can I do it?
There are so many email address who do I email?
I can't find the answer to my question!
Can I order from you if I am under 18 years old?
We are only able to accept orders from adults over the age of 18 years. By purchasing on our website you are certifying that you are over 18 years old.
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Can I become a Diamond Club member if I have already signed up as a basic member?
Yes. Simply login to your account and go into the “view or change my account information” section. At the bottom of this page is your membership status. On the drop down select Diamond Club and then press continue. This will upgrade your membership status. Please note that your Diamond Club Membership fee / discounts will be calculated in the checkout section of your next subsequent order.
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How does the Diamond Club membership Fee, ongoing 10% discount and “Special” Gift Voucher promotion work?
Your Diamond Club membership fee and ongoing 10% discount will be calculated in check out section when you are finalising your order. The “Special” gift voucher promotion will also be deducted in this section. (Each cost or discount will be clearly identified on your invoice.)
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How do I place an order?
We accept orders via our online order form, fax, can also be emailed to us, and we accept phone orders. Please ensure that your name, address, contact number are up to date before you proceed with placing any orders.
Also please make sure you provide correct email addresses and phone numbers that we can contact you on between 9-5, so we can process your order as quickly as possible.
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I want to pay by credit card but I cannot see any way of entering my details, what can I do?
We offer credit card payment via Paypal, you don't have to have a PayPal account to pay via credit card.
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I placed an order, how do I chase it up?
If you want to find out where we are with your order you can send us an email or ring us up. Please provide the name the order is under, the order number if applicable, and if it is a Direct Deposit order. In some cases we may ask you for the email address you put down on ordering. Please have these details ready when enquiring, this will help speed things up and we can assist you quicker.
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Where can I leave feedback, testimonials or suggestions in relation to your service & website?
We value your opinion and would love to hear from you. We are constantly looking for better ways in which to provide the best service possible, with the highest quality, most affordable, authentic items on the market.
We are constantly updating our website and processes in response to feedback we receive from our customers and we continue to welcome any innovative website or product suggestions you may want to share with us.
Please contact us via the testimonials link on the right or at
feedback@modernmums.com.au
and your comments will be passed on.
Thank you.
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Do you offer Gift Vouchers?
Yes we do, we offer Gift Voucher Certificates you can purchase these in $20, $50 and $100 dollar denominations. If you wish to purchase a Gift Voucher Certificate for more than $100 you can buy multiple certificates to make the total up to the amount you wish to give. These work exactly the same as gift vouchers issued by all major retailers.
- Your Gift Voucher can then be delivered via e-mail instantly upon purchase.
- When a gift voucher is successfully redeemed the dollar amount of the voucher will be automatically credited onto your Modern Mums account for use on your next purchase.
- Upon use of your gift voucher, if your order is to a value higher than the value of your voucher, you will need to pay the balance by another payment method.
- If your order is to a value less that your Gift Voucher value the balance will remain on your account for redemption at a later date.
- Upon purchase a gift voucher will be dispatched within 5 minutes of payment being received.
With these gift certificates you can:
- Purchase any products from our range at any time
- Gift certificates are valid for a full year from date of purchase.
Buy someone a gift certificate when:
- You're just not sure what they want
- You are contributing money towards their purchase of a product
Gift Certificate Terms and Conditions
- Gift Vouchers are non-refundable and non-returnable
- Gift Vouchers are not redeemable for cash
- Gift Vouchers are valid only for 12 months from the date of issue
- Gift Vouchers are non-transferable
- Normal Modern Mums sales conditions apply
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Do you offer Gift Wrapping?
Yes we do offer a gift wrapping service you just have to tick the box in the checkout procedure.
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What if I am not at home when you deliver my goods?
Delivery is usually attempted straight to your door. If there is no one at home, or if the local postal service does not offer this direct service then a post office parcel claim slip will be left in your mailbox for you to collect your order at your convenience from the local post office.
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When will my order be shipped?
Your order will be shipped once your payment has been approved by our Finance Dept. Then, once your Parcel is dispatched, you will be notified via an email with your unique 'Delivery Number' and Delivery details. You will also receive the Carrier's details and their estimated transit time to your address.
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What will delivery cost me?
We ship hundreds of parcels each day, and as a result have negotiated competitive rates with our carriers. We do not make a profit on delivery charges and endeavour to keep these charges to an absolute minimum. Shipping charges are $7 for the first item and $11 flat rate for multiple items purchased.
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Which Carrier/Courier do you use?
The service we use for most of our deliveries is Australia Post. With this service Australia Post will deliver your item to your nominated delivery address. If no one is home, they will leave a card stating that your item is available for you to collect from your local post office. This service also allows us to deliver to Post Office Boxes. We also fully insure all delivery shipments. In the unlikely event your item is lost in transit, we will replace at our cost. For larger items that cannot be sent through Australia Post services, we use a number of courier companies. We will select the most appropriate one depending on your address and the item being shipped.
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How do I know when you have shipped my order?
Once your order has been dispatched from our warehouse we will email the Billing Email Address with a notification of dispatch.
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Do you deliver to anywhere in Australia?
Australia Post delivers around Australia to residential, business or PO Box addresses. Please note that this service does not deliver to Norfolk, Christmas or the Cocos Islands.
Please note that if you live in an area that is generally considered difficult to access or is poorly serviced by Australia Post and/or couriers then we may not be able to deliver to you. This is more likely if the items you order from us are very bulky.
In these cases we will offer you a full refund.
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Do you deliver Internationally?
Yes. For all International orders please choose the “call with payment details” option during the check out process and contact us on 61 02 65846124 where we will be able to provide you with accurate delivery costs to be added to your order and process your payment.
Upon calling please have your order number handy and please note that our office hours are 9.30am to 5pm Australian Eastern Standard Time. Please check the time conversion for the country you are calling from before placing the call.
If you are experiencing difficulty with contacting us in an appropriate time please email us on
store@modernmums.com.au
and include you full name, order number, email address and delivery address and we will provide you with accurate order details and payment methods via email.
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Once I've made my Purchase, how long before I receive my item(s)?
All items are typically dispatched the next business day, once your payment has been confirmed. Items are sent via Australia Post or via our courier if the item is particularly bulky.
Australia Post provides the following Guidelines for the delivery of your order to:
- Sydney Metro: 1-3 working days
- Other NSW: 2-4 working days
- Brisbane, Canberra, Melbourne and Adelaide Metro area: 2-4 working days
- Other Capital & Regional area's: 3-7 working days
Over 90% of Orders shipped by Australia Post arrive within these transit times. However, if your order has still not arrived after more than 1 Full working day after the end of the specified transit times, please notify store@modernmums.com.au and quote your Order number for follow-up.
Items going via Courier have very similar transit times.
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Are your Parcels labelled when dispatched and do they have an Invoice attached to them?
Our Parcels have our company name and our address, required by Australia Post. The Invoice is contained in the Parcel.
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How can I see my previous orders?
All orders placed after that date can be viewed in your "My Account" section. Simply Sign In and all your orders will be visible.
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I received a different item to what I ordered!
We are sincerely sorry, unfortunately our distribution centre fall prey to the inevitable human error.
Please contact us at
store@modernmums.com.au
with your order number, a description of the what you ordered and what you actually received in error and we will resolve this mistake.
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I just received my item, but it is faulty, what do I do?
All products purchased from us come with warranties and are fully guaranteed.
There is a very small percentage of items that do not work as intended, or get damaged in transit. In the unlikely event of this happening with an item you have received, please email our us on
store@modernmums.com.au
and give a full detailed description of the problem, as well as your Order number.
We will respond to you within 24 hours (except on weekends). Depending on the problem we will determine how best to resolve your problem with minimum inconvenience to you.
If it is found that the item you received is faulty, we will exchange it at no cost to you. If the product is no longer in stock, then a full refund will be provided.
Please read our NOTICE on returning goods for further information.
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How do I send back goods?
Goods being returned to us must be packed in a cardboard box and have suitable packaging material to protect product from damage. The box is to be labeled clearly with the sender and reciever information. A fault description must be included in the box with the product.
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I have received my item but it is damaged, what do I do?
All shipments are covered by transit insurance. If you have received an item that is damaged please contact us at
store@modernmums.com.au
and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number.
We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back. We apologise for any inconvenience. It would also be very helpful if you were able to include some digital pictures of the damage so we may be able to assess it and process your replacement quicker. This also helps with our insurance claims on our transport partners.
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Where is my refund?
Once we have received your returned item or the refund has been approved according to your issue, we will then send you either notification of receipt of your item and/or an email issuing you a credit Refund. The type of Refund will be based on previous discussions, as to the type of problem. You will either receive a Refund into your nominated bank account or a Credit in the form of a Coupon, which you can then use on a future purchase. If you have not received your Refund, after your approval notification, within 2 working days, please contact at
store@modernmums.com.au
and you will certainly be looked after.
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If I need to return my item, who pays for the postage costs?
Should the item be Faulty within the warranty period, we will always cover the cost of return. Should you have a change of mind and would like to either exchange the item (subject to our Returns and Warranty Policy), the return shipping will be at your cost. We recommend taking transit insurance on your return postage to us as items in transit are your responsibility until received back to our warehouse.
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What is the procedure for Replacements and Refunds?
To request a replacement or refund please click here to view our full Warranty and Returns Policy and our returns procedures.
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How do I login to my account?
On the top right corner you will note there is a link named "My Account". Here is where you will login.
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Why can't I login?
If you have established that it is not a Login Password issue. Then it could be a problem with your browser's "cookies", which are small pieces of information remembered by your computer, such as your sign-in details. Our website uses a cookie on your computer to remember who you are. You can fix this by deleting the cookie on your computer for "modernmums.com.au". Simply follow these steps:
- Close Internet Explorer.
- Click on the Start button -> then Search
- Select "All Files and Folders"
- Type "cookies" into the first Search box -> then click the Search button
- You will see a few of the search results, which show folders called "Cookies".
- Open the first Cookies folder, and delete any files which mention modernmums.com.au.
- Go back and repeat the process for every Cookies folder in your search results.
This should fix the problem.
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I have forgotten my Login, can you help me?
At the login page there is a section entitled "Forgot your Password?" You can key in your Email Address and click on the submit button. Your password will be sent to your email address.
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How do I register as a new customer?
You can Click Here to register.
You may also register as a new customer once you have finished shopping and you are ready to 'Checkout'.
At this point you will be presented with the following options:
- to login as a regular customer
- to create a new account or register as a new customer
- Simply take your desired option and follow the prompts accordingly.
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How do I change my email address on my account?
You can change your email address on your account by looging into your account and changing your account information.
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How do I unsubscribe from your newsletter?
Click on the the subscriptions link in your account to subscribe or unsubscribe to our newsletters.
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What is the diamond club price?
For more information on our Diamond Club on the link on the left.
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Product Availability
We operate on a "first come first served" basis. Some of our products may sell very quickly and unfortunately for those who get in too late, when a product is sold out it may never be offered again. We recommend that when we have a great price for a great product that you really want then you should move quickly to ensure that you get one. To help you move quickly we offer a newsletter service for new product announcements.
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Can I request an item, which is not on your website?
Yes you can. We are always open to Product demand and suggestions for future purchasing consideration. Please email your request to
recproducts@modernmums.com.au
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What Payment methods do you accept?
We offer a wide range of payment options because we understand that you may have a wide range of personal preferences and payment preferences. Some are quicker than others, some are online, some are offline - the choice is yours, please see below for payment methods availability:
We accept: Visa, Mastercard, PayPal, Direct Deposit.
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Can I pay by Money Order or Cheque?
We accept money orders and cheques. Yes, However we stick to a seven working day clearance without exception. This does not include public holidays or weekends.
For Cheques & Money Orders, please make payment to AES Pty Ltd T/A Modern Mums Boutique Warehouse.
Our Postal address is:
PO Box 611
Port Macquarie NSW 2444
AUSTRALIA
However, bear in mind that by the time your money order reaches our offices and your item is then dispatched, there could well be a lengthy delay in you taking receipt of your item. You may find it easier to pay via Direct Deposit or Paypal if you do not have a credit card.
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What Credit Cards do you accept?
We accept Visa, Mastercard and American Express. We also accept a whole range of non-credit card payments including Paypal and Direct Deposit.
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CREDIT CARD PAYMENT
What is it?
Credit Card Payments throught the Paypal website
Supported Payment Methods:
VISA , Mastercard & American Express
What does it cost me?
Nothing Extra
How does it work?
Your credit card details are entered into a secure page on the Paypal website and submitted directly and securely via the PayPal Gateway. If your credit card is approved we are notified and we continue to process your purchase.
Why was my Credit Card declined?
Your credit card may have been declined due to the following reasons:
- Insufficient cleared Funds
- Your card has expired
- We do not except Diners cards, but we do accept American Express cards
Should you be experiencing problems with your Credit Card payment, we recommend that you either fax through your order and credit card information to us on (02)65846124 or phone our Customer Service Hotline between 8:30am and 5:30pm AEST at 1300 880 386, Mon-Fri and we will process your order manually.
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Do you offer Lay-by or Instalment Payments?
No, we are unable to offer you Lay-by at this stage but are looking into offering this service in the near future.
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Can I still purchase from you, if I don't want to give you my Credit Card details?
Yes you can. You can pay us using PayPal, Direct Deposit or via Money Order.
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Can I still purchase from you, if I do not have a Credit Card?
Yes you can, using Direct Deposit. Like using a credit card, none of these cost you any extra. You can also pay by Money Order, which may cost you a bank processing fee. Direct Deposit methods are cheaper, and quicker.
If you would like to pay via a Bank Deposit, you can either instruct your bank through your online banking facility to transfer funds from your bank account to our bank account, or you can visit any Commonwealth Bank branch and pay directly into our account. Our bank account details are provided on our invoices to you.
If you would like to pay via PayPal, your payment will be processed through the PayPal website during your order’s Checkout process.
For Money Orders, please make it out to Pty Ltd T/A Modern Mums Boutique Warehouse. and send to the following address:
PO Box 611
Port Macquarie NSW 2444
AUSTRALIA
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What is PayPal?
PayPal, owned by eBay, is a global online payment system. PayPal is a convenient, easy-to-use and secure way for individuals and businesses to send and receive money online for goods and services. PayPal allows you to send money securely from your credit card, debit card or bank account without ever revealing those details. Paypal is free to join, and with over 1.2 million accounts in Australia, and over 80 million accounts worldwide, PayPal is rapidly becoming the standard way to make purchases online. You can read more about PayPal at this link: http://www.paypal.com.au/
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PAYPAL PAYMENT:
What is it?
Real-time payments through the PayPal website
Supported Payment Methods
VISA, Mastercard, American Express or a PayPal Account
What does it cost me?
Nothing Extra
How does it work?
Payments are processed through the PayPal website during the checkout process.
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Can I use PayPal even if I have never used it before?
Yes you can. Getting started with PayPal is very quick and easy. It only takes a few minutes to get setup and then you can purchase immediately through PayPal using your credit card.
With over 164 million accounts worldwide in 190 countries and more than 5 million accounts in Australia alone, PayPal is the easy and safer way to pay online. You can also link your credit/debit card and bank account to your PayPal account. PayPal allows you to transact online without sharing your financial information. Find out more here.
Disclaimer: The PayPal service is provided by PayPal Australia Pty Limited (ABN 93 111 195 389) which holds an Australian Financial Services Licence, number 304962. Before deciding to sign-up for or use the PayPal service you should consider the Product Disclosure Statement, available at www.paypal.com.au.
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How do I pay by Direct Deposit?
DIRECT DEPOSIT PAYMENT:
What is it?
Electronic payment directly from your bank account into the our nominated business bank account which will be supplied on your invoice
What does it cost me?
Nothing Extra
How does it work?
You can either instruct your bank through your online banking facility to transfer funds from your bank account to our bank account, or you can visit any Commonwealth Bank branch and pay directly into our account Our bank account details are provided on our invoices to you.
More Information
Consult your bank for details on how to make a direct deposit payment.
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Can I change payment method in an order I've already submitted?
Unfortunately, we are unable to change your selected payment method once your order has been placed, unless you have selected the Bank Deposit option. This option allows you to Check-out without paying. Please be aware though that, if after 4 days from placing the initial order from us and you have not finalised your payment, we can at our discretion cancel your order and return the items you have bought to stock. This may result in someone else purchasing it and that item becoming sold out. Should you have a change of mind and prefer a different payment option, within this period, other then the Direct Deposit initially chosen, please contact us at
store@modernmums.com.au
with your Order number and they will help you with your change.
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Do your prices include GST?
We are an Australian Company and therefore all our items' prices include GST. We will send a Tax Invoice with your order. We do not email any Tax Invoices, picking slips, confirmations or anything other communications to the email address notified in the "ship to" address.
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On my checkout screen there is a field for a Coupon Code. What is this and how do I get one?
From time to time we run certain promotions where we give out coupons. These may be for promotions like free shipping or a discount on your order.
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Can I order on the web and then come in and pay for it and pick it up?
As our warehouse is not located in a retail zoned area we are unable to process orders on location. Including postage the cost of our products are much cheaper than you would find in an offline retail store.
Not paying expensive bricks and mortar retail overheads allows us to pass these savings on to you and keep our prices exceptionally low.
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How long does it take to confirm my payment?
It is our policy not to ship any items until payment is confirmed. Payments by PayPal may take up to 2 days to confirm and payments by Bpay or Direct Deposit may take up to 3 days to confirm.
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I have completed my order, but I can't Check-Out, help?
There are a number of reasons as to why you could not Check-Out, below are some o
f the more common reasons, please double check the following:
- Your suburb and post code must correlate
- Credit Card declining
If ALL else fails and you could not Check-Out using your preferred Payment Method; use the will call with credit card details. This option allows you to Check-out without paying and allows you to contact us directly to pay for your order.
Please be aware though that, if after 4 days from placing the initial order from us and you have not finalised your payment, we can at our discrtion cancel your order and return the items you have bought to stock. This may result in someone else purchasing it and that item becoming sold out.
If you continue to have trouble, please email
store@modernmums.com.au
with a detailed description of your problem and we will endeavour to resolve the problem for you. Please send through the exact wording of the problem that you see, when trying to Check-out. Alternatively, you may call us and make your purchase over the phone.
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I want to make a change to my order, how can I do it?
All changes need to be requested in writing. This can either be via fax or email. Please provide your name, order number if applicable, and payment option when requesting a change to an order.
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There are so many email address who do I email?
For all sales enquiries, such as stock availability, orders and general enquires you can email
store@modernmums.com.au
For all enquires regarding payments and finalised Direct Deposit orders, please email
store@modernmums.com.au
For all bookclub enquiries please email
bookclub@modernmums.com.au
For all product recommendations please email
recproducts@modernmums.com.au
We have separated our email addresses to help you get specific responses. We request that you do not spam our server by sending an email to all addresses. We receive all emails and reply to them as soon as we can (we strive to reply to your emails within 24 hours).
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I can't find the answer to my question!
Your query is important to us, so please email us on
store@modernmums.com.au
and we will be more than happy to help you within 24 hours of your query.
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