Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
How do I place an order on Mothercare Pakistan?
To place an order, browse through our website, select the products you wish to purchase, and add them to your cart. When ready, proceed to checkout, fill in your details, and choose a payment method to complete the order.
Can I change or cancel my order after placing it?
Once an order is placed, we process it quickly. If you need to change or cancel, please contact customer service immediately. Changes are possible only if the order hasn’t been shipped yet.
How do I track my order?
Once your order is shipped, you’ll receive tracking details via email or SMS. You can use this information to track your package through the courier’s website.
How long will it take to receive my order?
Orders are typically delivered within 3-7 business days, depending on your location. You will be notified once your order has been dispatched, along with tracking details.
What are the shipping charges?
Shipping fees vary depending on your location and order size. The applicable charges will be shown at checkout before confirming your order. Free shipping may be available during promotions.
Do you deliver internationally?
Currently, we only offer delivery within Pakistan. We do not provide international shipping at this time.
Can I choose a specific delivery date or time?
At this time, we do not offer an option to select specific delivery dates or times. However, you will receive tracking information so you can monitor your order’s progress.
What happens if I’m not home when my order arrives?
If you are unavailable to receive the delivery, the courier will attempt to deliver again. Alternatively, you may be able to pick up your package from the courier’s local office depending on the service provider.
Can I add more items to my order after it's been placed?
Once an order is confirmed, you cannot add more items. You will need to place a separate order for any additional products.
How do I return or exchange an item?
We offer a 7-day return policy on most items. To return or exchange, the item must be unused, in original condition with packaging intact. Contact customer service to initiate the process.
If you need to swap an item
Returns and Exchanges
What is your return policy?
We offer a 7-day return policy on most items from the date of delivery. If you are not fully satisfied with your purchase, you can return the item(s) within 7 days for a refund or exchange.
How do I initiate a return?
To initiate a return, please contact our customer service team via email at exchange@mothercarepakistan.com or call us at (+92) 339-133-1185. Be sure to include your order number, the item(s) you wish to return, and the reason for the return.
What conditions must the product meet for a return?
For a product to be eligible for return, it must meet the following conditions:
- The item must be unused, unworn, and in its original packaging.
- The product must be in the same condition as it was when delivered, with all labels, tags, and accessories intact.
- The item must be returned within 7 days of delivery.
Can I exchange an item instead of returning it?
Yes, we offer exchanges. If you wish to exchange a product, simply let our customer service team know the item you want to exchange and the item you would like in exchange. Subject to availability.
Are there any items that cannot be returned?
For hygiene and safety reasons, certain products such as baby food, diapers, and opened or used products may not be eligible for return. Please refer to our Return & Exchange Policy for a full list of exceptions.
How long does it take to process my return or exchange?
Once we receive the returned item, we will process your return or exchange within 3-5 business days. You will be notified once the return has been processed and any refunds or exchanges have been issued.
Will I be charged for the return shipping?
If the return is due to a defect or error on our part, we will cover the return shipping cost. However, if the return is due to a change of mind, the return shipping cost will be borne by the customer.
How will I receive my refund?
Refunds will be processed to the original payment method used during the purchase. Please allow 5-7 business days for the refund to appear in your account, depending on your bank or payment
Can I return an item purchased on sale?
Items purchased on sale or as part of a promotion may be eligible for return, but please check the specific terms for sale items as they might vary.
What if I received a damaged or defective item?
If you received a damaged or defective item, please contact us immediately with photos of the product and the packaging. We will arrange for a return and either send a replacement or issue a refund.
How do I track the status of my return or exchange?
Once your return or exchange is processed, you will receive an email notification. You can also contact our customer service team for updates on the status of your return.