Frequently Asked Questions (FAQs)

General Enquiries

Which warmers do the Hegen bottles fit into?

Hegen bottles fit into most wideneck warmers of most leading brands. To be safe, simply measure the diameter of the relevant brands’ bottle for comparison. As a gauge, Hegen bottles measure 7cm in diameter.

I’ve never seen a square bottle before. Will it be hard for my baby to hold?

Hegen bottles are a ‘softsquare’ shape made out of 4 tiny circle corners. It is ergonomically designed to be easier for babies to hold.

Can I sterilise the Hegen bottles? Which sterilisers can I use?

Yes. Hegen bottles can undergo steam, microwave and UV sterilization. To be safe, we recommend waiting at least 15 minutes between sterilization cycles. As our PPSU bottles are able to withstand -20’C up to 180°C in temperature; please do remember to check that your sterilizer does not exceed the aforementioned temperature range.

Can you explain the Hegen PPSU range?

The Hegen Polyphenylsulfone (PPSU) range is made of FDA compliant food contact grade and NSF certified medical grade material. PPSU is widely used in the manufacturing of medical appliances due to its superior toughness and high-temperature resistance. It combines the advantages of both glass and plastic materials; BPAfree and lightweight. PPSU is naturally amber coloured and contains no artificial pigments. Hegen PPSU is free of BPA, BPS, Phthalates and PVC.

My baby loves the Hegen bottle. How long can I use it for?

We are so happy to hear this! International standards recommend teats to be replaced every 3 months and bottles every 6 months. Hegen bottles are designed to last and can be continually evolved to meet the different needs of the growing child. You can continue to use our bottles and convert it to snack cups as your baby grows. To be safe, we recommend replacing the teats every 3 months or if there are any signs of wear and tear. Likewise, should there be any scratches or wear and tear observed on the bottles, we also recommend to have them replaced.

Do I need a bottle brush to clean my Hegen bottle?

Hegen bottles have an extremely wide mouth and minimal parts. Furthermore, as our bottle has absolutely no ridges, undercuts or hidden corners, you can quickly clean the Hegen bottle without the need of a bottle brush, avoiding scratches on the bottle. However, if you would like to, we recommend using our Hegen bottle brush & teat clearner to clean your Hegen bottle. Please do remember to thoroughly clean not just the sides but also the base of the bottle.

Are Hegen breast milk storage containers airtight?

Yes. Our breast milk storage containers feature a silicone seal that ensures our containers are truly airtight.

Why am I having difficulty opening the lids of breast milk storage containers that have been taken out from freezer / refrigerator?

At lower temperatures, materials can sometimes experience contraction and expansion at different rates. Let the containers sit in open space for awhile before opening. If you’re in a hurry, try pouring hot / warm water over the lid so that it can expand a little and loosen before opening.

Help! My covers/lids are too loose/tight?

All covers/lids should fit nicely with a ‘click’. Please refer to the guidelines for the proper assembly and usage of our Hegen bottles. If this doesn’t fix the issue, please contact us and we will do our best to help you solve this!

Help! My bottles/ containers are leaking!

Hegen feeding bottles and breast milk storage containers are leakproof. If you find that your feeding bottles/containers are leaking, please check the guidelines for the proper assembly of the Hegen teat/silicon seal. If this doesn’t fix the issue, please contact us and we will do our best to help you solve this!

Help! My teat is stuck / not flowing!

If your teat is not flowing, simply use your fingers to massage the teat and the air vent to ensure that it is not stuck closed. If this doesn’t fix the issue, please contact us and we will do our best to help you solve this!

How do I take the bottles out from the packaging?

Simply use a pair of scissors to cut around the packaging starting from the slit opening designed for ease of use.

Shopping

Do I need an account to make purchases?

Yes, you need to register for an account to kick start 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 via credit cards, debit cards, online banking and PayPal processed through iPay88.

How do I use my discount code?

From your shopping bag page (top right corner), type in your discount code, and click Add.

Can I amend or cancel my order after confirming it?

Unfortunately, confirmed orders cannot be amended or cancelled.

Can I purchase breast pump parts individually?

At the moment, we do not sell parts separately. However, if you have an urgent need, please contact us and we will do our best to help you.

Delivery

When can I receive my parcel?

After you have successfully placed your order and verified, you may expect to receive your order within 5 working days. All goods purchased from us can only be delivered to addresses within Malaysia.

How do I track and trace my order?

Tracking number will be provided. You may trace it via http://www.citylinkexpress.com/my/tracking.aspx . If you need more assistance, please contact us.

Do you ship internationally?

No, we only do shipment within Malaysia.

Exchange & Returns

What items are eligible for exchange?

Items that are defective and not due to regular wear and tear as deemed by Hegen, will be eligible for a 1-1 exchange on a component by component basis.

Are there limitations on exchanging specific merchandise?

Sale or Gift With Purchase (GWP) items or items with missing or mishandled parts are not eligible for exchange.

What items do I need to provide to facilitate the exchange?
  • Original receipt (with purchase within 30 days)
  • Complete set of faulty product(s) for evaluation (do not just bring the faulty component)
I still have questions!

Please contact us here and our customer service support team will approach you as soon as possible.