Frequently Asked Questions

Ordering Online
How do I place an online order?
What size should I be ordering?
How do I pay for my online order?
When does my credit card get charged?
How quickly will my order be processed?
Can I purchase online and pick up my order at my local Please Mum store?
Is your online shopping secure?

My Order
How can I make a modification to an order after it has been submitted?
How can I cancel an order?
Will I receive an order confirmation?
Where do I enter a coupon code for a promotion?
What do I do if I forget to apply a coupon to my order?
What happens if an item goes out of stock before my order is shipped?
How can I check the status of my order?

My account
I've forgotten my password, how do I get a new one?
How do I receive or unsubscribe for email updates?
How does Pleasemum.com use my personal information?

Returns
What is Please Mum's return policy?
How can I return an order purchased online?
Can I return my PleaseMum.com purchase to a Please Mum store?
Is there a shipping fee when returning items by mail?
When will I see a credit on my billing statement from my return?

Shipping
Where do you ship?
What carrier will be used to ship my order?
What are PleaseMum.com's shipping rates?

How do I place an online order?
Ordering at Please Mum's online store is easy! From the product page, simply select the colour, the size and quantity of the item you would like and click "Add to Shopping Cart". Once you are finished shopping, click on the "My Cart" button at the top of the page and follow the instructions to checkout.

The checkout process is simple. Once in your cart, review all the items and the quantities listed. If you wish to modify the quantity of one item, select the quantity you would like to receive in the drop down menu and then click on the "Update" button at the bottom of the page. If you would like to remove an item from your cart, click the remove checkbox next to the item and then click on the "Update" button at the bottom of the page.

If you have a coupon that can be used with your current purchase, enter the coupon code in the box "Use Your Coupon" that is at the top of the cart. Once you have entered the coupon code, click on the "Use Coupon" button to apply the promotion to the items in your cart.

You are now ready to proceed with your checkout. Click on the "Checkout" button at the bottom of the page. If you are a returning customer, click on the "Login" button. If you are a new customer to PleaseMum.com, click on the "Create an Account" button. Once you are done with the registration process, you will be able to continue with the checkout process.

During checkout, you will be asked to provide:

•    The address you want to ship to.
•    Your preferred shipping method (for shipping information, click here)
•    Any gift options.
•    Your gift card or credit card information for payment.

The confirmation page of the checkout process will review the billing and shipping address, the payment information and the items purchased. Click on the  "Confirm" button at the bottom of the page to finalize your purchase. Your order will not go through if you do not click on the "Confirm" button.

** If you would like additional assistance placing an order, please contact a Customer Service Team Member at 1-800-665-9644. Our Customer Service hours are Monday through Friday, 8:30 a.m. to 4:30 p.m. (PST). 

What size should I be ordering?
Our size charts and measuring tips will help you order the correct size. To select the right size use our Please Mum size charts. Simply look for the child's age, height, or weight to ensure that your purchase will be the appropriate fit.

How do I pay for my online order?
We accept the following forms of payment:
•    Major credit cards (American Express, Visa, MasterCard)
•    Please Mum Gift Cards

When does my credit card get charged?
When you place an order, we will pre-authorize your credit card to ensure the funds are available. If you are using MasterCard or Visa, the pre-authorization may appear as if you have been charged. With some cards, the funds become unavailable, but the account is not debited until the order ships. If the order is cancelled for any reason, the time it takes for the hold to release depends on the issuer of the card.

How quickly will my order be processed?
All orders received prior to 12:00 pm, Pacific Standard Time, Monday through Friday, are processed within 1-2 business days. Standard delivery takes 7 - 13 business days after order processing. Express delivery (3-5 business days) is available for an additional charge (for shipping information, click here).

Please note that orders will be processed and shipped pending credit card authorization.

Can I purchase online and pick up my order at my local Please Mum store?
Unfortunately, at this moment, orders placed online cannot be picked up at Please Mum stores.

How can I make a modification to an order after it has been submitted?
We will do everything we can to accommodate your request. Please bear in mind that our goal is to pack and ship your order as quickly as possible. Therefore, changes to your order can only be made UP TO ONE HOUR after it has been submitted. These changes include cancellation requests, address changes, upgraded shipping or adding items to your order.

How can I cancel an order?
You may contact a Customer Service Team Member at 1-800-665-9644 within one hour of placing your order. You may also send an email stating that you would like to cancel your order. For emails, please include your name and invoice number (to send an email, click here).

Once your order has entered into our shipping process (which occurs one hour after you submit your order), it cannot be cancelled. If your order has been shipped but you no longer would like your order, please mark it as "return to sender" and we will issue a prompt refund for your order when we receive it back (less the cost of shipping). 

Will I receive an order confirmation?
You will receive two emails after you place your order and provide us with a valid email address:
1.    The first confirms that your order was received and provides you with your invoice number as well as a summary of your order. This email will arrive within about 24 hours.
2.    The second confirms that your order was shipped from our warehouse.

Where do I enter a coupon code for a promotion?
Once in your shopping cart, you will be able to enter the coupon code in the box titled “Use your coupon”. Type in the coupon code and press the “Use Coupon” button. The coupon will be applied to the items that are included in the current promotion.

What do I do if I forget to apply a coupon to my order?
If you forgot to apply a coupon to your order, simply fill out our “Price/Promotion Adjustment” form (to submit the promotion adjustment form, click here). Please allow up to 10 business days for this credit to appear in your account. It can also take up to two months for this credit to appear on your statement.

What happens if an item goes out of stock before my order is shipped?
Occasionally, high demand causes us to run out of certain items. If we do not have an item that you have ordered in stock, we will notify you by email immediately. You will then be able to request a refund for the item or an exchange for another item of your liking to replace the one that was sold out.

How can I check the status of my order?
You can check the status of your PleaseMum.com order by clicking on the “order history” link found in your PleaseMum.com account. If you have an order outstanding, you will see its details. If you order has shipped and you would like to track its progress, please use the tracking number provided and enter it on the website of the carrier used to ship your order.

If your tracking number starts with 1ZWA please visit www.ups.com (all orders shipping to the US are shipped using UPS), for all other tracking numbers visit www.canadapost.com (all orders shipping within Canada will be shipped using Canada Post).

I've forgotten my password, how do I get a new one?
If you have an account and have forgotten your password, we can provide you with a new one. Simply click on the “Password forgotten?” link, enter your email address and we will send you an email containing a new password.

How do I receive or unsubscribe for email updates?
Subscribe to PleaseMum.com email updates and be the first to know about promotions and new merchandise. To subscribe, you will need to enter your email address in the “Sign up for our VIP email newsletter and you'll be entered to win a $50 Please Mum gift card! Sign up now: ” box found on the middle of every page on the Please Mum website.

If you wish to be removed from the PleaseMum.com email updates list, click the link to unsubscribe on the next email update you receive from us.

How does Pleasemum.com use my personal information?
At PleaseMum.com, we respect our customers and understand that you are concerned about privacy. We have instituted policies intended to ensure that your personal information is handled safely and responsibly. Read our Privacy Policy for details.

What is Please Mum's return policy?
To obtain more information on Please Mum's return policy, please visit our Changes, Returns & Exchanges section.

How can I return an order purchased online?

You may either return items to your nearest Please Mum store or mail items directly to our office (find the mailing address in our Contact Us section). When returning items by mail, please supply the original invoice with a brief explanation for the return.

Please note that for regular refunds and exchanges, the original shipping costs are not refundable. For exchanges, a shipping fee will be charged for the delivery of the new item requested.

We recommend that all returns and exchanges be sent via a traceable carrier such as Canada Post, USPS or UPS. Please Mum is not responsible for packages not received if sent via a non-traceable carrier. Returns and exchanges must be returned prepaid.

For Canadian orders, a pre-paid return label is included in your original parcel. To return or make exchanges, pack your items, stick the return label on the parcel and drop it at your nearest Canada Post location. Please note that, by using the prepaid return label, a $6.95 fee (plus applicable taxes) will be deducted from your return or exchange. This fee is not applicable if the return is made in the case of damaged or defective goods or you are exchanging/refunding items purchase on your first online order with pleasemum.com. 

Can I return my PleaseMum.com purchase to a Please Mum store?
Yes. Items purchased online can be returned to your nearest Please Mum store. When returning items to a store, please bring with you the original invoice received with your parcel.

Please be advised that stores do not accept swimwear or underwear for returns/exchanges. If these items were purchased in store, they are final sale. If these items were purchased via the website, you will need to ship them back to our warehouse for a refund/exchange.

Please note that for regular refunds and exchanges, the original shipping costs are not refundable.

Is there a shipping fee when returning items by mail?

Mail Return for Canadian Orders - For your convenience, a pre-paid Canada Post return label is included with your orignal parcel. To send your return or exchange, please repack your parcel, stick the return label on your parcel and drop it off at your nearest Canada Post location. Please note that, by using the prepaid return label, a $6.95 fee (plus applicable taxes) will be deducted from your return or exchange. This fee is not applicable if the return is made in the case of damaged or defective goods. 

Mail Return for US Orders - For regular refunds and exchanges, the shipping cost for getting the product back to Please Mum are not refundable.

Garments shipped in error, or garments with defects may be returned within 60 days for a full refund or exchange. Moreover, Please Mum will credit you the shipping costs when your return is processed. In order to do so, please include a copy of the shipping receipt from the carrier in the parcel.

When will I see a credit on my billing statement from my return?
Items returned by mail will be processed within 7 days of receipt of the parcel. Once processed, a credit is issued in the same form of payment as the one used for the original purchase.

For credits issued to credit cards, it usually takes one to two billing cycles for the credit to appear on your credit card statement.

Where do you ship?
At this time, PleaseMum.com ships to addresses in all Canadian provinces and territories as well as addresses in the continental US.

What carrier will be used to ship my order?
We determine the most efficient shipping carrier for your order. The carriers used are: Canada Post (Canadian destination orders) or UPS (US destination orders).

What are PleaseMum.com's shipping rates?
To learn more about PleaseMum.com's shipping rates, read our Shipping Information section.