Frequently Asked Questions

 

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T : (+65) 6842 5885
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Why is my baby unable to suck milk from the teat?

When a baby is experiencing difficulties in drawing milk from the teat, this could be due to a blockage on either the teat hole or the anti-colic vent.

Blockages may occur if there are milk residues that have built up over time or if there is excess moisture left behind during the washing and/or sterilising process. In order to unblock the teat, use undiluted baby bottle detergent to massage the anti-colic vent with your fingers as well as the teat hole as this will assist in breaking down any milk residue.

You may refer to this video tutorial for a visual reference of our cleaning tips:
How To Clean Hegen's PCTO™ Bottle

Once done, ensure that the teat is thoroughly dried before usage by gently wiping it with a clean, sterile towel or tissue (especially if steam sterilisation has been applied).

Now you are ready to begin again!

Why can't I ship Electric Breast Pump internationally?

Unfortunately, we are unable to ship the Electric Breast Pump internationally due to cross-border restrictions on electrical goods and the warranty of the device only covering local purchases.

However, if you are still interested in our Electric Breast Pump, do write in to us at cs@hegen.com and we will link you up with a retailer closest to your location.

What can I do when the flange size does not suit me?

Depending on your nipple measurement, there are compatible inserts that you may purchase to reduce the nipple tunnel (if the flange is too big) and Hegen adapters that will allow you to use other brands of flanges (if the flange is too small) with the Hegen breast pump.

You may wish to refer to our Flange Guide here for more guidance on nipple measurements and flange fittings.

Should you require more assistance, kindly write to us at cs@hegen.com and our Customer Experience Specialist will be able to help you with this.

What is the appropriate teat size for my baby?

Depending on the age of your baby, we would recommend getting started based on the following teat flow guide:

Teat Flow Suitable for use
Extra Slow Flow (marked "0m+") From birth
Slow Flow (marked "1m+") From the first month
Medium Flow (marked "3m+") From the third month
Fast Flow (marked "6m+") From the sixth month
Thick Feed (marked "Y") For thick or semi-solid feeds during the sixth month weaning stage

However, if you observe your child taking too long to finish a feed or displaying signs of fussiness, these may be signs to either replace or progress to the next teat option. Feel free to check in with us and we would be more than glad to provide you with some recommendations that are appropriate for your child's age and stage of development.

How often do I change bottle & teats?

For safety and hygiene reasons, we recommend replacing your teats every 3 months and other accompanying parts such as the feeding bottles used for milk feeds every 6 months or at signs of wear and tear.

However, as our products are designed to grow with your child, you may convert your feeding bottles into snack or semi-solid cups to store purees and soup stock. Superb for the weaning phase and food prep, we say!

How often do I change pump parts?

Depending on the frequency and intensity of use, we highly encourage mummies to replace their pumps (i.e. Valves, eCap & eDiaphragm, grey silicone seal) every 2-3 months or as soon as wear and tear is observed.

This is to ensure that the expression of milk will not be affected by worn out/used parts during the pump cycles.

Note: Avoid applying repetitive heat treatment to the silicone parts as this may cause premature ageing from the prolonged exposure to heat (and UV rays if a UV steriliser is used). We would recommend taking them out and storing them in a clean container once sterilisation has been completed in order to maintain the condition of the pump parts well. #hegencaretips

How do I submit my warranty registration for my Electric Breast Pump?

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register". You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

Where can I buy your products?

You may find our products stocked on our e-store at www.hegen.com/shop where we offer free local delivery (for orders above $50) or offline at the following locations in Singapore: www.hegen.com/storelocator.

Happy shopping!

Where is your office located? Can I purchase products directly from your office?

Whether you are looking to purchase our products, meet our Customer Experience Specialists or participate in our Hegen Community activities, we welcome you to our office at:

438A Alexandra Road
Block A Alexandra Technopark
Unit #02-01 Singapore 119967

Note: Due to the current COVID-19 measures, visits to the office are strictly by appointment only and walk-ins are not allowed. Please feel free to reach out to us at cs@hegen.com if you require any assistance.

Updated on 19 June 2021

Whom can I contact if I have an issue?

At Hegen, we strongly believe that support is what makes the breastfeeding journey enjoyable and fulfilling for both mother and child.

If you believe you are experiencing an issue with our products, please reach out to us by dropping us a call at 6842 5885 or email us at cs@hegen.com. A Customer Experience Specialist will be in touch with you very shortly!

When is your next trade-in?

Thank you so much for your interest in our trade-in programme! Our trade-ins are usually event specials and we are in the midst of planning for the next one. Do keep a look out on our Hegen Facebook and Instagram page for the latest updates and details!

I need some assistance setting up my breast pump, do you conduct any workshops?

We conduct a by-invite-only workshop for all our Electric Breast Pump users every 6 weeks. The workshop is designed to equip our users with the necessary knowledge to kickstart their breastfeeding journey. We would encourage you to attend the workshop 4-6 weeks prior to your Estimated Due Date ("EDD").

In order to participate in this workshop, do ensure that a warranty registration has been completed on the Electric Breast Pump device. A Customer Experience Specialist will reach out to confirm your attendance at the workshop nearer your EDD.

Alternatively, you may also reach out to us at community@hegen.com to register your interest.

Can I sterilise the PPSU bottles?

The PPSU bottles can be sterilised as they are made of a high-performance PPSU material that is tough, durable and has a high-temperature resistance (up to 180°C).

All components should be completely taken apart to avoid different reactions of materials and to ensure a thorough sterilisation.

What method of sterilisation is suitable for the PPSU bottles?

The bottles can be sterilised either via the boiling, steaming, ultra-violet ("UV") or sterilising tablet method.

Note: If a sterilising device is used, do ensure that the steriliser does not exceed 180°C.

Does ultra-violet ("UV") sterilisation affect the quality of the products?

The UV sterilisation method does not affect the quality of the product, however it may subject the product to premature aging. This is especially if the product has been repetitively subjected to heat treatment.

As such, we would recommend replacing products made of silicone every 2-3 months and other plastic parts every 6 months or at signs of wear and tear.

My Straw Cup seems to be leaking, what could be causing this?

In order to understand what is causing the leak, we will first need to determine where it is coming from.

If the leak is between the Straw Spout and the PPSU bottle, check that the replacement seal is securely in place. Simply press gently on the seal and run your fingers along the rim. In addition, you may wish to wait for 5 seconds before attaching the spout to the bottle in order to release any air pressure from warm liquids.

If liquid comes out from the Upper Straw, it may be a result of pressure build-up of from warm liquids, or the straw attachment is damaged or worn out. This can occur from general wear-and-tear or vigorous cleaning. Good news is, we have replacement straws available. When wear-and-tear is observed, please replace the Upper Straw immediately. We recommend silicone parts to be changed every 3 months.





Do I need an account to make purchases?

Yes, you need to register for an account to kickstart your first purchase with us. This facilitates subsequent purchases, and helps you track order status. If you haven't created an account, click here to create one now.

How do I make payment?

We accept payments by major debit or credit cards, ApplePay and GooglePay. Should you encounter any problems with payment during checkout, please reach out to us via the live chat or at cs@hegen.com.

How do I use my discount code?

To use your discount code, simply enter it at the bottom of the Shopping Cart page or on the Review & Payments page (final page before placing your order).

Can I amend or cancel my order after confirming it?

We sincerely apologise that confirmed orders cannot be amended or cancelled. You may contact the Hegen team via the live chat below or on our Contact Us page should you need to communicate any additional information regarding your order.

When can I receive my parcel?

We'll need 1-2 working days to pack and dispatch your order via our appointed logistics partner. Delivery time is 1-3 working days, depending on mode of delivery. Please note that for local Singapore addresses, we are unable to deliver to Jurong Island, Army Camps, Changi Airport, Tuas, and Fishery Ports, as well as to post office boxes. Extra charges also apply for Sentosa Island addresses.

When will delivery take place?

For local Singapore orders: During office hours (0900 to 1800 hours). Kindly ensure that there is a recipient to receive your items during the stipulated hours.

Can I opt for self-collection?

In view of the COVID-19 measures, we are unable to offer self-collection at this point in time. We seek your kind understanding in this matter.

Do you ship internationally?

Yes we do. International orders take at least 10 working days to reach you depending on the destination specified.

Please note that all international shipments may be subject to import charges (duties, customs tariffs and goods & services taxes) which are set by the destination country. Hegen does not collect your duties and taxes during checkout and cannot predict what your particular charges may be: and in the event, you incur these additional charges, they must be rendered in order for your package to clear custom. For more information regarding your country's customs policies, please contact your local customs office.

*We currently do not ship to Vietnam and China due to repeated customs issues faced by customers.

Can I arrange for a redelivery?

For local Singapore orders: You will incur an additional delivery charge if there is a failed delivery attempt.

Is tracking number available for my delivery?

Yes, you will receive a tracking number via email once the order has been processed and is ready to ship.

For local Singapore shipments, you can track your order via https://dp.urbanfox.asia/p/public/tracking

For overseas shipments, you can track your order via https://www.dhl.com/sg-en/home/tracking/tracking-express.html

Should you face any issues with the tracking of your order, please reach out to us via live chat or at cs@hegen.com.

I haven't received my parcel. Whom do I contact?

You may contact us via the live chat below or our Contact Us page.

I am interested to have my products exchanged, how may I do so?

Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective.

Products which have been worn, used, damaged due to mishandling, sales/clearance items and customers change of minds are strictly not accepted.

How do I ensure I make the right purchase?

We totally understand it can be confusing knowing which product is right for you! Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider. Do drop us an email at cs@hegen.com or ping us in the chat box below!

What should I do if the product is faulty/damaged upon unboxing?

Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us as soon as you can. Our Customer Experience team would be able to assist you with conducting an exchange on the product and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong :)

How can I make payment?

We accept payments made through major debit or credit cards, ApplePay and GooglePay.

Are there any additional charges to take note of?

For Singapore delivery addresses: Yes. You will need to pay an additional 7% of GST.

For Overseas delivery addresses: All international shipments may be subject to import charges (Duties, Customs Tariffs and Goods & Services Taxes) which are set by the destination country. Hegen does not collect your duties and taxes during checkout.

How long is my warranty for the Electric Breast Pump and when does it start?

The warranty period for your Electric Breast Pump covers one year from the date of purchase or baby's Estimated Due Date, whichever is later.

How do I register for my warranty?

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register"! You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

What do I need when I register for my warranty?

In addition to the serial number of the Electric Breast Pump (retrievable by scanning the QR code at the back of the device), you will need to have your proof of purchase (receipt/invoice) and a notification letter or ultrasound scan containing your registered name and your baby's Estimated Due Date.

You will be required to attach a digital file for each of the above, so please ensure that you have it titled "[Your Name]_[Type of File]" for identification and verification purposes.

What if I need assistance with my Electric Breast Pump? Can I come down to your office?

In light of the current COVID-19 measures, visits to the office are strictly by appointment only and walk-ins are not allowed. Please feel free to reach out to us at cs@hegen.com or via the chat box below to schedule an appointment with our Customer Experience team.

How long does it take to drop in my pump and when can I get it back?

Our team will require 2 to 5 working days to assess and conduct a diagnosis on your products. Once the diagnosis is completed, our Customer Experience Specialist will be in contact with you regarding the details of the pump collection. Should you have any enquiries, do feel free to drop us a note at cs@hegen.com and we would be happy to assist you!

What does my warranty cover?

The Electric Breast Pump covers defects in the pump device's materials and manufacture.

However, the warranty does not cover damage caused by:

  • Misuse, abuse, negligence or accident howsoever caused;
  • Improper storage;
  • Unauthorised disassembly, repair, alteration or modification of the product or components;
  • Failure to comply with the operating instructions of the device or components supplied with the product;
  • Normal wear and tear;
  • Overflowing of liquid (water/ milk entry) into the Electric Breast Pump; and
  • Misplacement or theft of the Electric Breast Pump or parts

What do I do if my warranty is over?

Not to worry! Please reach out to us at cs@hegen.com and we will be happy to assist you with this.

GENERAL

How are the customised designs printed on my Hegen products?

All Hegen By Me customisations are printed using an ultra-violet (“UV”) inkjet digital printer or a laser system that takes our digital images and marks them directly onto the PPSU Bottle.

Is the printing on the bottle safe for my child?

Yes, our printer inks and laser system are compliant with ISO standards and are safe for your child.

Help! I am only able to customise feeding bottles, drinking bottles and straw cups. Is there a reason why?

Thank you for your interest in customising other Hegen products! The Hegen By Me customisation is currently only available to the Feeding Bottle, Drinking Bottle and Straw Cups range. However, we are working hard to expand this to other product lines in future. Do stay tuned for more information on this!

What fonts can I choose?

You will be pleased to know that there are 5 Design Fonts available for choosing, 3 Design Fonts for English characters and 2 Design Fonts for Chinese characters.

Do note that if English Design Fonts are selected for Chinese characters, our machines will choose a default font for printing. As such, the product preview will be for illustration purposes only and actual product design may vary.

In the event where certain Chinese characters used are undetectable under the chosen font, the machines will also automatically select a default Chinese Design Font. E.g. some Chinese characters cannot be detected using 书法型 and in this case, 时尚型 will be chosen as the default font for all characters.

Can I include emojis and symbols?

Trust us, we love emojis as much as you! Unfortunately, our machines are unable to detect emojis, Unicode characters and/or symbols. Any of such special characters will be automatically excluded from the final design as long as our machine is not able to detect them.

The print preview shows that the name exceeds the printable area?

Do not worry, for personalisation that exceeds the printable area, it will be scaled down to fit within the boundary accordingly. Product previews will be used for illustration purposes only and actual product design may vary.

Can I include more than 9 characters?

Unfortunately, due to space limitation, we can only allow printing of up to 9 characters including spacing.

CARE AND USAGE

What is the recommended method of sterilisation?

We would highly recommend using the ultra-violet (“UV”) method of sterilisation for any Hegen By Me product(s). It is not advisable to sterilise via the boiling or steam method as these may affect the digital printing or laser printing on the bottle(s).

How should I care for my products?

In order to maintain the prints on your bottle(s) well, do avoid rubbing the product against rough, sharp or abrasive surfaces to minimize scratching.

You will need to protect your bottle(s) from humidity and temperature extremes and avoid harsh chemicals or prolonged periods in direct sunlight. The use of undiluted baby bottle detergent and bottle brush is sufficient for the purposes of washing and maintaining the products in good shape.

DELIVERY AND ORDERS

When can I receive my order?

We will require 4 (four) to 7 (seven) working days to pack and dispatch your order via our appointed logistics partner.

Please note that we are unable to deliver to Jurong Island, Army Camps, Changi Airport, Tuas, and Fishery Ports, as well as to post office boxes. Extra charges will also apply for Sentosa Island addresses.

Priority shipping will take a minimum of 2 working days for Hegen by Me orders.

Do you ship internationally?

Thank you for your interest in international shipping! Unfortunately, we are presently unable to ship any Hegen By Me orders internationally. However, we are working on expanding this so do stay tuned for more updates!

May I amend my order after the transaction has been confirmed?

For customised products, we are unable to amend your order under any circumstances once an order has been placed and finalised on our website.

You will need to ensure that you have provided accurate details of the customisation you like before finalising the order.

May I cancel/return my order after the transaction has been confirmed?

Once an order is confirmed, cancellations and returns are not permitted. We understand you may need some assistance with navigating the personalisation page.

Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider. Do drop us an email at cs@hegen.com or ping us in the chat box below.

Do also ensure that you check your final order before checking out!

EXCHANGE AND RETURNS

What should I do if the product is faulty/damaged upon unboxing?

Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us as soon as you can email at cs@hegen.com or ping us in the chat box below.

Our Customer Experience team will be able to assist you with conducting an exchange on the product and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong.

I am not satisfied with my product, what do I do?

We are sorry to hear that! We perform quality checks on all of our products prior to dispatch and ensure that all orders are up to standard before being sent.

However, do reach out to us if you are dissatisfied with your product by dropping us a line at cs@hegen.com. Please also include a photo of the products and our Customer Service team will endeavour to resolve this as soon as we can.

I am interested to have my products exchanged, how may I do so?

Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective or damaged.

Products which have been worn, used, damaged due to mishandling, deteriorated or incorrectly customised are strictly not accepted.

Classes & Consultations

Can I attend the Caring for Newborn (Basic/Intensive) if I have attended an antenatal class prior?

Yes. In fact, we highly encourage it as the antenatal class often focuses more on mummy (i.e. labour rehearsal, maternal diet during pregnancy etc.). On the other hand, the emphasis of the Caring for Newborn class is on baby care and mastering practical techniques under the supervision of an expert trainer. The Caring for Newborn class will enable you to feel more confident to take care of baby.

Can my partner attend the class/consultation with me?

Yes, each appointment admits a couple. We highly encourage parents-to-be to attend the appointments together as it takes more than one to have a smooth breastfeeding/ parenthood journey.

Can my foreign domestic helper attend this class with me?

The classes are designed with parents first in mind. These classes aim to cover methods and techniques to help you bond with your newborn through breastfeeding and daily child-caring routines.

If you are interested in getting your helper trained in baby care, do leave your name and contact number! We are working on delivering more classes to support parents and caregivers. We’d be in touch with you once there we have planned for a suitable class for helpers.

If I have a confinement nanny, do I still need to attend this class?

Yes. It would be beneficial as you and your partner would be able to know how to continue providing good care to your baby after the period of confinement and/or when the nanny leaves.

Who is conducting these classes?

At Hegen Lactation Centre (HLC), we work with certified medical professionals and expert partners to deliver classes, consultations, programmes and events for parents and families. One of HLC’s goals is to educate and empower parents and we believe the best way to do so is to provide science-based, well-researched, thoroughly-applied knowledge and techniques to help them on their parenting journey.

I am unable to make it at the venue, do you offer virtual classes/consultations?

Yes, we offer both physical and virtual classes/consultations. We do highly encourage the couples to attend their appointments physically though, as our Lactation Specialists and Experts are more able to assess the situation and guide you through hands-on demonstrations and support. Should you prefer a virtual class, you can send in your request at lactation@hegen.com.

I am running late. How will this affect my appointment?

Things happen, we understand! Hence, we have a 15-minute grace period for every class and consultation. Thereafter, a charge of S$20.00/- will be levied. This is to ensure our lactation specialists are properly remunerated for their time. If you are unable to arrive on time, you also may have to forgo parts of the service in order to keep to the allotted slot. Do reach out to us at lactation@hegen.com should you have any questions, we are happy to help!

Appointment Details

How can I book an appointment?

To book an appointment with us, simply visit our website at https://www.hegen.com/lactation-centre-services -

 i. Select the service offering you’d like to go for

 ii. Click on “Book Now” at the bottom of the description

 iii. Select a category

 iv. Select your preferred date and timing

 v. Complete the Reservation Form

 vi. Proceed to make payment

 vii. You will then receive an Order Confirmation email along with your appointment details!

Should you require any assistance, please feel free to get in touch with us at lactation@hegen.com!

I can’t find the date(s) that I want.

We are sorry that the date you are looking at is not available online. We hope to help as many mums and parents as we can. Do contact us at lactation@hegen.com if you’d like our assistance to locate a suitable date for you. We are happy to help!

Where can I check my booking details?

The details of your booking, including your appointment date and time, are listed in the confirmation email that will be sent to you once the booking is paid and confirmed.

I cannot locate my confirmation email and booking details.

If you are unable to access your order confirmation email, please write in to us at lactation@hegen.com with your name, contact number and email address. We’d get back to you shortly!

Rescheduling / Cancellation of Appointments

How do I reschedule my appointment?

a. You may reschedule your appointment at your convenience via the “Change / Cancel Appointment” button seen in your order confirmation email.

b. For all rescheduling requests, please do so at least 48 hours before your appointment. Last minute rescheduling requests are subjected to an administrative fee of S$20.00/-. If we are not able to reschedule due to the late notice, the request may be rejected and the appointment be deemed as consumed.

What happens if I do not need the service anymore?

We understand that sometimes life may take an unexpected turn. In the event if you deem that the service you booked is no longer required, do write in to us at lactation@hegen.com to request* for:

i. One time transfer to your friend or family member, or

ii. Refund in credits to be used for other services

*Note: An administrative charge of S$20.00/- will be made for such requests.

How to get here

Where is Hegen Lactation Centre located?

You can find us at:

438A Alexandra Road, #02-01 Alexandra Technopark, Tower A, Lobby 1, Singapore 119967

How can I get to Hegen Lactation Centre (HLC) if I were to take the public transport?

If you are coming via public transport:

Buses 51, 57, 61, 93, 97E, 97, 100, 120, 166, 175, 963 and 963E will bring you to the nearest bus stop.

The nearest MRT station is the Labrador station.

If you are coming via a private hire car/taxi:

• Do set your drop-off location at Alexandra Technopark, The Hub

• Upon alighting, walk towards Block A on your right

• Take the lift from Lobby 1 to Level 2, Hegen Experiential Centre

Is there parking available at Alexandra Technopark A?

Yes, parking lots are available! When you are choosing a parking lot, do look out for “ATP A” and find one that is close by. Once you are parked, you can take a lift from the lobby to level 2, Hegen Lactation Centre. We do wish to inform you that parking fees apply.