1. About the purchase process

1.1. How to buy?

a. First select the goods and select the color, size, suitable age, quantity and other related options of the goods, and put them into the shopping cart.

b. After shopping, go to the shopping cart to confirm the selected item and quantity.

c. If applicable, please enter the e-offer code, confirm the purchase amount and click "Checkout".

d. If you are a EugeneBaby Basic or VIB member, please log in. If you have not yet become a Eugene Baby Basic member, you can register for free and enjoy instant basic membership benefits or purchase directly as a non-member.

e. Next, please fill in the shipping information, select the appropriate delivery method, select the payment method, fill in the credit card information. Please note: Do not log out of the website or use the return button when you are processing a credit card payment. Failure to do so may result in an unsuccessful purchase.

f. After completing the entire purchase process, EugeneBaby will send an order confirmation email to your email address. Customers can also log in to their personal account to check order status.

g. When the item has been shipped, EugeneBaby will send a shipping confirmation email to your email address.

h. When the goods arrive at the address of the recipient, the recipient must sign and confirm the receipt of goods.

i. Purchase process completed.

1.2. Need to become a Member to Shop?

No. Non-members can also order, but EugeneBaby basic members and VIB members can enjoy a variety of member offers when shopping.

1.3. Can I cancel or change my order?

Once an order has been accepted, cancellations, changes, returns or refunds will not be accepted. EugeneBaby only accepts product quality problems, damages caused during transit, or replacement requirements that do not conform to the order. Details can be found in the Return and Exchange Policy

1.4. Why didn’t I receive the order confirmation email?

You can log into your personal account to check if the contact email address is correct. If it is correct, you can pay attention to the settings of the email account so that the order confirmation email is mistaken for spam by the system and is placed in a miscellaneous box, spam or promotional mail box.


2. About delivery and order status

2.1. How much is the Delivery Charge?

a. Free shipping is available for purchases of $1,000 of EugeneBaby's net purchase value (Delivery charge excluded). A net purchase value (Delivery charge excluded) of less than $1,000 will be charged of $80 per order for delivery service fee (general area only).
    Details can be found it the Delivery Service

b. The delivery service is limited to floors with direct accessible by elevators. Going up stairs, you will be charged an additional fee of $30 per floor.

c. The charge for delivery service does not include parking fee, entrance fee, registration fee, etc. The fee must be paid by the customer in cash.

2.2. Does the range of delivery service apply to the Mainland or overseas areas?

Sorry, Mainland or overseas delivery services are not provided by EugeneBaby.com.

2.3. Where does the range of delivery service apply?

Details can be found in the Delivery Service. For special enquiries, please contact our customer service department via email: cs@eugenebaby.com

2.4. What should I do if I fill in the wrong delivery address?

Accepted orders cannot be changed under normal circumstances. Please confirm clearly before making payment. For any enquiries, please feel free to contact our Customer Service by email: cs@eugenebaby.com

2.5. Are there any other delivery arrangements besides the door-to-door delivery service?

EugeneBaby understands that different customers will have different requirements for delivery services, so we provide 2 delivery methods to customers, customers can choose to send them door-to-door or to their own designated logistics service station to collect their own goods. Please refer to the Delivery Service for details.

2.6. How long does it take to receive the goods after confirmation?

a. Under normal circumstances, the goods will be delivered within 1-2 working days after the customer received the order confirmation email. The local third-party logistics company will be responsible for the delivery of the goods within 2-7 working (Pre-order product excluded).

b. The delivery staff will contact the consignee on the day of delivery.

c. Delivery time may be affected by the weather, location, holidays or festivals, order quantity or other external factors. Special staff will contact you to confirm the relevant delivery details

2.7. What should I do if I have not received the goods?

a. After the customer received the order confirmation e-mail, they can login to the personal account to check the order status or check with EugeneBaby Customer Service at cs@eugenebaby.com

2.8. What should I do if I am not at home at the time of delivery?

a. The delivery staff of the local third-party logistics company will contact you on the same day to make another appointment.

b. If you fail to receive the shipment on the day of delivery or the delivery staff fails to contact you, the shipment will be delivered to the EugeneBaby Warehouse for 3 days. The charge for the delivery service will not be refunded.

c. If you need to arrange delivery service again, please contact EugeneBaby Customer Service Department:cs@eugenebaby.com The delivery cost will be borne by you.

2.9. What should I do if I find the item missing or damaged?

a. Immediately discovered that some items were lost or damaged when receiving goods , please inform the delivery staff immediately. Eugene Baby will arrange replacement or exhange of the goods as soon as possible.

b. Within 7 days from the date of receipt of the goods, if any damage is found, please contact Eugene Baby Customer Service at cs@eugenebaby.com and we will process and make arrangements as soon as possible.

c. If the customer fails to find the goods lost and inform the delivery person at the time of signing, Eugene Baby will not make any replacement or compensation arrangement for loss of the goods.


3. About replacement of goods

3.1. What circumstances can the goods be replaced?

a. EugeneBaby only accepts product quality, damages caused during transit, or the product do not match the order.

b. The customer must request the replacement of the goods and submit a valid receipt within 7 days of receiving the goods. Returned items must be kept in good condition and all labels or tags must be kept intact before they can be exchanged.

c. The item replacement arrangement does not apply to items that have been assembled, opened, used, or damaged for personal reasons, diapers, underwear, special displays and food.

d. Without valid order confirmation emails or requests for replacements based on personal preferences will not be accepted.

3.2. Can all goods be exchanged?

No. Replacement arrangements for goods do not apply to items that have been assembled, opened, used, or damaged for personal reasons, diapers, underwear, special displays and food.

3.3. How I have a refund for my purchase

Once an order has been accepted, cancellations, changes, returns or refunds will not be accepted.

3.4. How to arrange a product exchange?

a. If the customer immediately notices that the goods have been damaged or shipped incorrectly, please inform the delivery staff immediately and the EugeneBaby Online Store will arrange the replacement of the goods as soon as possible.

b. After confirming the replacement application, the freight and handling fees of the original order will not be refunded. We apologize for the inconvenience.

c. The replacement procedure is as follows:

i. You must contact EugeneBaby Customer Service Department to make the exchange request within 7 days from the date of receipt. Please specify the order number, the reason for the replacement of the goods, and the photos of the goods in the e-mail. If the customer does not submit a replacement application within 7 days, the goods will not be replaced after 7 days.

ii. After Eugene Baby Customer Service verifies the application, EugeneBaby will send you an “Exchange Form”. You must return the completed “Exchange Form” together with the receipt and the original packaged product to EugeneBaby’s designated address. The delivery charge will be paid by EugeneBaby. Please note that you are responsible for the risk of missing your shipment during transit!

iii. After EugeneBaby receives the goods, the customer service department will check the goods and arrange the replacement of the goods. If you have an order that has not been shipped, the replacement will be shipped with the order.

3.5. What should I do if I lose goods during the replacement of goods?

EugeneBaby is not responsible if the goods are lost during the return.


4. About payment

4.1. In what currency does the website display the price?

The prices displayed on the website are all calculated in Hong Kong dollars (HK$).

4.2. What kinds of payment methods does EugeneBaby offer?

EugeneBaby currently accepts Visa and Mastercard payment methods.

4.3. How to calculate the payment success?

a. After successful payment and completing the entire ordering process, Eugene Baby will send an order confirmation to your email address.

b. Please note that when you are processing a credit card payment process, you must not log out of the website or use the return button, as this may result in unsuccessful ordering.

c. Customers can also log in their personal account to confirm the order status.


5. About membership system

5.1. Is EugeneBaby.com's membership scheme the same as the EugeneBaby retail store?

 a. No, EugeneBaby.com members and retail store members are two completely independent systems. Please refer to the store for details.

5.2. Why should I register as a member?

a. Basic members and VIB members of EugeneBaby, in addition to being able to log in to personal accounts at any time to check order records and order status, can also enjoy a variety of member offers when shopping.

i. Basic membership: Welcome offers, Rewards for shopping points, and discounts on specified items.

ii. VIB members: Welcome offers, Rewards for shopping points, Exclusive VIB member prices, discounted items, birthday offer, and limited-time shipping discounts.

5.3. What is the difference between a basic member and a VIB member?

a. Basic members can keep order records, check order status, earn Shopping Bonus Point and Cash Rebates;

b. In addition to the above related functions and offers, VIB members can also enjoy VIB member prices, selected product discounts, birthday offer, and limited-time shipping discounts.

5.3. How can I become a VIB member?

Now that you have registered as a Basic Member with Eugene Baby, you will be automatically upgraded to become a VIB member with a cumulative spending amount (including shipping charges) of $3,000 within 3 months from the date of registration.

5.4. Is the VIB membership has validity?

Yes, VIB membership is valid for one year.

5.5. Can VIB membership be renewed after it expires?

Upon spend accumulation (Delivery fee included) of $2,000 in membership validity period, the member will be entitled to free renewal for next membership year.


6. About personal accounts

6.1. How to create a personal account?

a. Click on "Login" in the upper right corner of the homepage to complete the registration by completing a simple personal data entry.

b. Upon successful registration, EugeneBaby will send a welcome email to your email address to confirm the successful registration.

c. New members can enjoy the welcome privilege. Don't miss it! Please refer to VIB Program for details.

6.2. What should I do if I forget my password?

a. You can click "Forget Password" when login and EugeneBaby will send the new password to your email address.

b. To protect yourself, please login and change your password as soon as possible.


7. About Bonus Points

7.1. What are bonus points?

a. In express thanks of customer support, EugeneBaby launched a Bonus Points reward program.

b. As long as you are registered as a Basic Member, you will receive 1-point Shopping Bonus Point each time you purchase of $200 (Delivery charge excluded) on Eugene Baby, and 1-point equals $1.

c. All points apply only to the amount of deductions when shopping at EugeneBaby. For details, please refer to the Reward Points Scheme

7.2. How to earn points?

a. A Basic Member/VIB member can receive Shopping Bonus Point each time of purchase at EugeneBaby.com

b. New members or successful to recommend a new member can receive additional bonus points.

c. After successfully upgrade to a VIB member, you will receive welcome bonus points. Birthday bonus points will also be available for members’ birthdays.

d. For details, please refer to the Reward Points Scheme

7.3. Will the points expire?

a. The points earned each time is valid for one year. Points expired are automatically cancelled in the member's account after the expiration date without notification to the customer.

b. You can log into your personal account at any time to check the effective date of the available points.

7.4. How to use points?

All points are only valid for deduction of payment when shopping. You can use the bonus points on the checkout page, and you can choose how many points you use to deduct the amount of the payment. Please note that you must log into EugeneBaby.com to use points.