FAQ
General
1. How do I create an account?
If it is the first time you are shopping with us, you will be asked to set up an account. To do so, please follow the registration form. You will be able to:
- Go to the Babyverse account sign in page.
- Click sign in page
- Enter your email
- A password will be sent to your email address.
- Enter your password to login
- Change your password
- Update your personal information
2. How do I know if I am ordering the right size since all brands seem to fit differently?
This can be a big challenge for parents, as the sizing can seem drastically different from one brand to another. We list the manufacturers sizing. If you’re unsure about how a particular brand fits and have questions, email us at info@babyverse.hk. We can arrange to send you exact measurements if requested.
3. What are the Shipping Terms & Costs?
For Hong Kong shoppers, shipping is free for any purchase over HKD500 or flat rate shipping of HKD35 ( for lower than HKD500). For Singapore, Vietnam, Malaysia, South Korea and Thailand orders, we offer a flat rate of HKD150. For Japan, Australia and Indonesia, we offer a flat rate of HKD200. For other counties, we offer flat rate of HKD250.
4. How long will it take for my order to arrive?
For Hong Kong orders, deliveries will arrive at your door within 3-4 working days of placing your order. For International orders, deliveries will arrive at your door in 7-14 days from the date of placing your order.
5. How do I confirm you have received my order?
We send an email confirmation for every order and it should be with you within 10 minutes. If you do not receive it please check your spam/bulk folder and if you still cannot find it, please emails us at info@babyverse.hk.
6. Do you accept Returns? Are there any exceptions? What if I miss the 7 day return period?
Yes! If an item does not fit or is not as you expected, you can request a return authorization from info@babyverse.hk within 7 days of receiving your purchase if you are a Hong Kong based customer. We will issue an authorization for a free return and upon receipt and inspection, we will refund you in full via store credit. We do not accept returns on the following categories – accessories & swimwear. If you have missed the 7 day return period, we cannot authorize a return but you can always send the unwanted items back to Babyverse as a seller at any time.
Pre-loved & Sell with us
1. How do I sell with Babyverse?
It is easy! Just click on “sell with us” and then click on “schedule a collection Now” and select your desired pick up time from the calendar. If you live in Hong Kong Island and Kowloon, your pick up would be free of charge. If you live in New Territories, we will pick up your items for a small delivery fee (HK $50).
Fill up any bag with items that meet Babyverse standards, include your name and email in the bag, and then just make sure someone is home at the selected pick up time. Alternatively, you can drop your items off at our office at your convenience Monday to Friday 9:30am-5pm. Our address is Unit 907B, China Merchants Tower, No.168-200 Connaught Road, Central Hong Kong. Once we receive your items, we will take care of the rest. Sit back and earn cash via Babyverse credit (pays 55% of selling price), or HSBC bank transfer (pays 50% of selling price) each time one of your items sells.
2. What do New with Tags, Like New, Good condition and Gently mean of pre-loved items?
New with Tags means that these items have been passed on without any wear whatsoever. They are in the same condition as when they were in their original store with tags and all.
LIke New are items which show no visible signs of wear or use.
Good Condition items are items with a minor flaw that has been detailed in the condition section of the product description. These are items that are too good to pass up despite their minor signs of wear.
Gently Used items are fair condition with signs of wear. it could show signs of minor fading, minor pilling, fabric wear etc.
Pre-Order
1. What is pre-order?
Pre-order allows you to purchase a product before it’s available. By pre-ordering the product you reserve it and ensure that you’re amongst the first to receive the product after its sales start date has passed and it has been made available for purchase. The sales start date shown under the order button indicates the approximate date on which you should be receiving your pre-ordered product.
2. How does a pre-order work?
To secure your item, full payment is due at checkout. Manual payments must be received with the order number in order for us to proceed. When the item arrives at our warehouse, we will process the item within 2-3 business days. Each pre-order product will take approximately 6-8 weeks, but we will definitely ship it out earlier if we have existing stock from a previous shipment.