Customers

Orders

The Companies are continuing to trade, and the stores currently remain open for business.

Outstanding orders are being delivered as normal, please bear with if there are any delays in dealing with your enquiries or order in the first few days.

Returns

The joint administrators are currently reviewing the returns policy. As of today, statutory returns policy only applies. 

Gift Cards 

Unfortunately no Mothercare gift cards or gift cards from third parties will now be accepted.

International Customer

International franchise partners are continuing to trade serviced by Mothercare Global Brands Ltd which is not in administration.

Memory Makers

Thank you for your patience while we investigated the situation regarding Memory Maker orders in the weeks commencing 21 October 2019 and 28 October 2019. 

As a customer of Memory Makers we ask that you follow the updated advice put forward by Memory Makers on the linked page: 

https://www.memorymakers.co.uk/ipg/memory-makers-mothercare,66494387

The web page above will advise you on the best way to 

  • receive your completed order, or 

  • seek a refund.

The Memory Makers team have assured us they will be reaching out to all customers to explain the situation and advise them on the processes above.

 

 

FAQs

Customer Q&As

What has happened?

  • Zelf Hussain, David Baxendale and Mark Banfield of PricewaterhouseCoopers LLP have been appointed as joint administrators of the company on 5th November 2019.
  • The company has experienced trading difficulties and this has resulted in the company being unable to meet its liabilities as they fall due.

Are you still accepting gift cards?

  • Unfortunately no Mothercare gift cards or gift cards from third parties will now be accepted. If you would like to submit a claim for your gift card balance, please complete a proof of debt form which can be downloaded here.

I have paid for goods but they have not arrived?

  • All outstanding online orders are expected to be delivered as normal, please bear with if there are any delays in dealing with your enquiries or order in the first few days.

Can I return faulty or unwanted goods that I bought in the last 30 days?

  • Faulty items may be returned to a Mothercare UK store with a valid receipt as proof of purchase.
  • The joint administrators are currently reviewing the returns policy. As of today, statutory returns policy only applies.

Can I return faulty or unwanted goods that I bought over 30 days ago?

  • Unfortunately we are not able to return or exchange items over 30 days since purchase.
  • Customers should contact the manufacturer. If the item comes with a manufacturer's warranty you should contact the manufacturer directly.

If I buy something after the 5th November 2019 what will my rights be?

  • We are currently continuing to sell items both in stores and on the website.
  • Goods purchased after 5th November will be ‘sold as seen’ and on a no returns basis
  • Many goods come with a manufacturer's warranty in the event that a product becomes faulty.

I’m a business customer - has the status of my orders changed?

  • The Administrators are currently reviewing the status of business customer orders and will be in touch.
  • Any goods purchased after the 5th November will be honoured.

I am a customer to the International Mothercare business - is this still trading?

  • International franchise partners are continuing to trade serviced by Mothercare Global Brands Ltd which is not in administration.

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