FAQ




THE ENTERTAINER MEMBERSHIP


How do I update my membership information?

To update or change your personal information, please update at your account page.

I have forgotten my password. What should I do?

If you have an existing account with us and have forgotten your password, please click the 'log in” link at the top of the page. At 'login' please enter your email address, and click 'forgot your password?’. We will then send you an email with instructions to reset your password.
If you don't receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at careline@theentertainer.com.my so we can investigate further.

I can’t log in my account. What should I do?

If you have an existing account with us and have forgotten your password, please click 'sign in / register' at the top of the page. Under 'Sign in to your account', enter your email address, then click 'forgotten your password?'. We will then send you an email with instructions to reset your password.
If you don't receive your password reset email within 1 hour, please check your spam folder. If the email is not in your spam folder, please email us at careline@theentertainer.com.my so we can investigate further.

How can I remove myself from your mailing list?

You can click on the 'unsubscribe' link at the bottom of all our marketing emails.
However, if you receive snail mail or if you still require assistance to remove your details, please contact us at careline@theentertainer.com.my , and we'll be delighted to look into this for you.

Why should I set up a The Entertainer account?

Setting up an account with The Entertainer enables you to have a more personalized experience every time you shop. Signing up with us and setting up an account means that we store your delivery address details. When you've signed up, you don't have to retype all these details every time you order. You can also choose to receive our marketing communications, which include promotions and new product launches.

If I have accumulated more than RM400 of spending on The Entertainer online or offline, will I qualify for the VIP Parenting Club membership?

Yes, you will qualify for the VIP Parenting Club membership. Please note that it takes 3 working days for an offline membership to become active online.




SHIPPING & DELIVERY


What are your shipping rates?

Please kindly visit our Delivery Policy for detailed information.

How can I track my order?

You should have received an email confirmation of your order - delivery and tracking information are inside your email. At the same time, you should have received an SMS of your tracking number.

Do you deliver overseas?

Please contact us at careline@theentertainer.com.my, and we'll be delighted to look into this for you.

Can I change my delivery address after I have made an order?

Yes, please call us at (60)19-9901529 or email us at careline@theentertainer.com.my and we will sort things out. If an order has been released to the courier company (usually within 24 hours of your order), it is not possible for us to change the delivery address.

Why have I not received my order?

If your order has not been delivered by the promised delivery lead time, please email us at careline@theentertainer.com.my or call us at (60)19-9901529 or email us at .

What if no one is at home to receive the parcel?

If orders are undelivered during the first try, our courier will contact you to arrange another delivery attempt. We will attempt delivery up to 3 times before returning your order to the warehouse. If you require additional delivery after that, another round of courier fees will have to be charged.

Can I ship to an address that is different from my billing address?

Yes, that option is available during your checkout process.

What do the order statuses in my account mean?

  1. Pending - Your order had yet been paid.
  2. Processing - we are picking your order in our warehouse.
  3. Completed - Order is enroute to you.
  4. Closed - Your order is refunded
  5. Cancelled - Your order had been cancel by the bank merchant or mothercare. if you had not authorise the cancel, kindly email careline@theentertainer.com.my


How will The Entertainer package my order? Will it be bubble-wrapped?

It depends on the product - fragile items will be bubble-wrapped to prevent damage to the product. All items will be delivered in a box or envelope.

Which Shipping Courier do you use?

Currently we are engaging with J&T for all the parcel delivery.




RETURN & EXCHANGE & REFUND


What is your return/exchange/refund policy?

Please refer to our Exchange policy for more detail.

I have received an incorrect/missing/defective item in my order, what should I do?

We apologize for your incorrect/missing/defective item. Please contact us (60)19-9901529 or email us at careline@theentertainer.com.my and we will get back to you as soon as we can. We will replace the item upon return, or refund you if the item is not available.

Is there a cost if I decide to return my item via courier

If you have ordered the wrong item, shipping cost back to The Entertainer would be borne by the customer.
If you receive an item which is damaged or defective, Mothercare is happy to replace the product at our cost. The damaged item has to be returned. If you prefer not to replace it, we will refund you the balance after delivery charges.

Can I exchange the product at a The Entertainer store?

Exchanges can be done at The Entertainer store for an online order - for a smooth experience, kindly contact us (60)19-9901529 or email us at careline@theentertainer.com.my for us to arrange the exchange.

I returned some products but I have yet to receive my refund. Why?

Our refunds are processed when your items arrive back at our warehouse. Please allow 30 working days for the refund to be processed. In the unlikely event that you haven't received your refund within this time, please contact our customer care team by phone on (60)19-9901529 , from 9 am – 6pm Mondays - Fridays, or email us at careline@theentertainer.com.my and we will respond to you as soon as possible.

My The Entertainer item is faulty but I can’t find the receipt nor the proof of purchase, what should I do?

You can download your invoices by logging into your account. If you are not a member, please email us with your order details,so we can pull it out for you.




ORDER & PAYMENT


Can I call to place an order?

We don’t accept phone orders, but if you can’t find an item, our customer service representative can assist you. Please contact our customer care team by phone on (60)19-9901529 , from 9 am – 6 pm Monday - Friday, or email us at careline@theentertainer.com.my For security purposes, we are unable to check-out the order over the phone for you.

Can I place my order online and collect it in The Entertainer stores?

Yes. We can arrange that for you by delivering your order to the selected store.

How do I know if my online order has been successful?

When you place an order on our website, you will receive an email containing your invoice.

How can I amend or cancel my order?

We are unable to amend existing orders once they have been placed. You can amend or cancel your order by contacting our customer care team by phone on (60)19-9901529 , from 9 am – 6 pm Mondays - Fridays, or email us at careline@theentertainer.com.my If your order had been picked up by the courier, you will not be able to cancel. We usually process all orders within 24 hours.

How do I pay you?

We accept Mastercard, Visa, online bank transfer and e-wallet.

Can I use my gift vouchers (paper) or e-voucher on your website?

Currently, physical vouchers are only for our offline stores.

Why has my order been refunded?

Please accept our apologies if this has caused any confusion. If you have any further questions about this refund, please contact us at (60)19-9901529 or email careline@theentertainer.com.my


How do I use a promotion code?

In order to claim an online discount you will need to enter a promotion code at the shopping cart page. When you go to the shopping cart, underneath “ you might also liked” is a box which allows you to enter your promotion code. Click apply and your discount will be applied to your order.

Why is my promotion/voucher code not working?

Each promotion code has its own terms and conditions, printed in our offer email. For full details, please refer to the terms and conditions on your promotional voucher or promotional email you have received. Some specific products, such as nett priced item, may be excluded from promotion. The most common reasons for promotion codes not working are: expired codes, non-eligible products or not hitting promotion requirements. Please note that promotion codes are case-sensitive. If you are experiencing any problems applying your promotion code, please contact us at (60)19-9901529 or email careline@theentertainer.com.my


How do I make an order? (Step-by-step guide)

Select the product you want, enter the quantity you need, and click “add to cart”. Click on the “shopping cart” at the top right hand - your full shopping basket will be displayed. Enter any promotion code and click on “check-out” at the bottom of the page. This will bring you to the checkout form - you would need to enter in details such as billing, delivery and payment details.

Can I change my shipping address?

You may update your address book by clicking the 'my account' link at the top of the page and selecting 'address book', from here you can add, remove and amend your addresses. If you have already placed an order, changes will not alter the delivery details of your existing order. Please contact us at (60)19-9901529 or email careline@theentertainer.com.my




PRODUCT ENQUIRY


How do I enquire about a product?

Please contact us at (60)19-9901529 or email us at careline@theentertainer.com.my.




UK’s Best-Loved Toyshop           •           Trusted 40+ years           •           Creating outstanding service

UK’s
Best-Loved Toyshop

Trusted
40+ years

Creating outstanding service