Customer FAQ

What is an Online Marketplace?

An Online Marketplace is a multi-vendor platform consisting of individual stores managed by independent sellers on one platform (website) creating a “one-stop-online-mall” feel.

Can anyone open an online shop on MomsBaby?

Yes anyone can! As long as you are selling products related to motherhood/pregnancy and 0-5 year old babies/children. Please go to our “Sell with us” page for more information – opening a shop on MomsBaby is as easy as 1,2,3!

Do you have a MomsBaby showroom?

MomsBaby is an online marketplace with independent sellers all producing and shipping products via their online shops. MomsBaby don’t produce, sell, ship or warehouse any of the products. The shops also don’t provide you with an option to view a physical product before purchase. The online shops are however all vetted before they sell on the marketplace and therefore you can buy from any of the shops with a peaceful mind.

Am I buying from MomsBaby?

You are buying product/s from independent sellers via their own online shops on the MomsBaby online marketplace platform. MomsBaby therefore don’t own, produce or ship any of the products. MomsBaby however do manage the checkout and payment system and provides the platform functionality and support.

I have product related questions or issues?

You can log a support ticket using your order number at the different store owners’ individual shops under the “Shop with Us > Our Stores” page.

How do I know from which Store Owner I bought my product/s?

The store owner’s shop name is visible underneath the product description on either the product or checkout page, even on your invoice. You can search for the Store Owner on the “Shop with Us > Our Stores” page.

I forgot my password

Just click on the “Forgot my password” link and we will send you a link to the address you used to sign up for you to create a new password.

Can I log a complaint?

Hopefully there will be no need to log a complaint, but if there is please send us as much information as possible to hello@momsbaby.co.za. We endeavour for MomsBaby to be a safe and secure marketplace for both buyers and sellers and will do whatever is necessary to keep the standard.

What are your Terms & Conditions?

MomsBaby’s Terms and Conditions can be viewed via the link in the footer. 

Are there any risks buying from the online shops?

MomsBaby vet and approve all online shops and by as far as we can acknowledge it is safe to buy from any of the online shops. Should you however pick up anything unlawful or fishy, please let us know immediately via mail at hello@momsbaby.co.za for us to investigate as it is of utmost importance to us that this is a safe marketplace for stores and buyers.

How to order?

Since we are an online marketplace and not an online shop, you are buying directly from different and independent sellers. You can order as many products as you want from as many different shops on the marketplace, just note that the products from each seller will carry a separate courier cost.

Can I order products from different shops at the same time?

Yes, you can order as many products from as many shops as you’d like. Please just note that since products are shipped from different shops and therefore different addresses, each store charges for the shipping of their products respectively.

What is the process after checkout and payment?

Once paid, you will receive an email with your order numbers from the different stores you bought from on one invoice. As the stores process and pack your orders they will send you notifications via email notes of the date of shipment with a tracking ID. If you bought products from multiple stores then you will get different mails at different times with more than one tracking ID, as you bought from individual sellers shipping the products from different addresses at different times.

Why can’t I checkout my products?

Once paid, you will receive an email with your order numbers from the different stores you bought from on one invoice. As the stores process and pack your orders they will send you notifications via email notes of the date of shipment with a tracking ID. If you bought products from multiple stores then you will get different mails at different times with more than one tracking ID, as you bought from individual sellers shipping the products from different addresses at different times.

Why is my shipping costs so high?/ Why am I seeing multiple lines of shipping costs?

Since you are buying from multiple stores on the marketplace, each store need to ship the products from their respective addresses to yours. The products do not come from the same shop or address and therefore bares a cost per products from the different stores you bought from.

How do I select different size and colour options?

If a product have different options it will display as either a dropdown selection (sizes) and/or horizontal range of colour options. You need to select a color AND size combination otherwise you won’t be able to select a product to buy.

Can I send notes to the seller?

Yes you can. On the checkout page in the right hand corner you can write anything you deem necessary in the Notes section. The shop owner will get this note with the order after payment.

Product or shop reviews

Please rate the products and stores on the individual store pages (“Shop with Us > Our Stores” page).

Can I cancel my order?

You can cancel your order at any time before payment. Once payment has been successful you won’t be able to cancel an order.

How to use my Vouchers?

At the top of the Checkout page you are asked for a Coupon Code. Insert your Coupon Code and the discount will be calculated automatically during the checkout process. 

What payment options do you have available?

You can pay via instant eft, credit or debit cards and zapper.

Is it safe to pay?

Yes, MomsBaby use safe and secure payment gateways so that you can pay without any worries.

What are your return/exchange/refund policies?

MomsBaby consists of many independent run online shops where each store has its own policies. These policies can be viewed on each shops page, go to “Shop with Us > Our Stores” page. The overall trend amongst the stores are quite leniant to the buyers but there are certain pages or products with more strict policies. We recommend that you read these policies before buying the products.

Product doesn’t ship to my location

If you get any “shipping errors”, please double check that you completed all the details on the shipping address page. If you still get the error, please send us a mail at hello@momsbaby.co.za for us to assist.

How to track my order

After your order and payment was succesful, the shop from whom you bought will process the order and as soon as the product is ready, send it off to your address. Once this occurred, you will get a mail with a note mentioning your tracking number as well as the Courier shipping it for you. You can then take this tracking ID and search for it on the Courier’s website. If you haven’t received anything via email, go to the “Shop with Us > Our Stores” page and log a support ticket with the shop owner. If you don’t get a response then we will assist via hello@momsbaby.co.za

How long will it take for my order/s to be delivered?

Each store has its own lead time so we encourage you to take note thereof during the purchase of the products. Please also note that if you are buying from different shops then the products will be delivered separately and within the respective timeframes as noted by the store owners.

Why haven’t I received a tracking ID yet?

Please note that each shop have different lead times and therefore it might take a day or two before you get a mail with your tracking ID. Please check on the product or shop page for the lead time. You can log a support ticket with your order number on the vendor’s shop page requesting the lead time and tracking ID.

Why did I only get a tracking ID for some of the products I bought?

Since you can buy from different vendors at the same time, their lead times will differ (please check on the respective product or vendor pages for their lead times) and therefore each vendor will send you the tracking ID’s for the products which they are sending you.

Do you deliver outside of South Africa?

No, our sellers can only sell and ship products within South Africa. All prices are shipped in ZAR.

Who can I contact for a return?

You need to contact the store owner by logging a ticket on their individual store. You can search for the store via the  (“Shop with Us > Our Stores” page).