Frequently Asked Questions
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Frequently Asked Questions
ABOUT HEGEN
1. What is Hegen?
Hegen is a breastfeeding and baby feeding brand designed to make the feeding journey more convenient and comfortable.
Hegen products are designed to support different stages of feeding, from breastfeeding and storing breast milk to feeding and adapting to your child’s changing needs.
2. Where can I buy genuine Hegen products?
To ensure product authenticity and proper after-sales support, we recommend purchasing from the official Hegen Indonesia website or authorised Hegen retailers.
If you are unsure whether a seller or store is authorised, please contact Hegen Indonesia Customer Service before making your purchase.
3. What makes Hegen bottles different?
Hegen bottles are designed to make feeding, storing, and serving breast milk or milk more convenient.
The bottles feature the Press-to-Close, Twist-to-Open™ (PCTO™) system, allowing the bottle to be pressed closed and twisted open.
The containers can also be used for different storage and feeding needs, depending on the product and accessories used.
PRODUCTS & COMPATIBILITY
4. Are all Hegen products and accessories compatible with each other?
Not all Hegen products and accessories are compatible with every Hegen product.
Compatibility depends on the product type, size, and intended use. Before purchasing replacement parts or additional accessories, please make sure they are suitable for your existing Hegen product.
If you are unsure, please contact Hegen Indonesia Customer Service.
5. Can Hegen bottles be used for purposes other than milk?
Yes.
Depending on the product, Hegen containers can also be used for storing puree, semi-solid foods, soup, and other suitable weaning foods.
This allows the Hegen system to adapt to your child’s changing needs as they grow.
6. Can Hegen bottles be used with other brands of bottle warmers or sterilisers?
Hegen bottles are compatible with many sterilisers or bottle warmers designed for wide-neck feeding bottles.
However, the size and design of each appliance may vary. Always make sure the bottle fits securely and follow the instructions provided by the appliance manufacturer. Hegen Malaysia states that its bottles measure approximately 7 cm in diameter as a compatibility guide.
BOTTLES & TEATS
7. Which Hegen teat size is suitable for my baby?
As a general guide:
- Teat 0 — Extra Slow Flow, from birth
- Teat 1 — Slow Flow, from around 1 month
- Teat 2 — Medium Flow, from around 3 months
- Teat 3 — Fast Flow, from around 6 months
- Teat Y — Thick Feed, for thicker feeds during the weaning stage
These age recommendations are general guidelines, not strict rules. Every baby feeds differently.
Observe your baby’s feeding behaviour and comfort before changing the teat flow.
8. When should I move my baby to a faster teat flow?
You may consider moving to a faster flow when your baby starts showing signs such as:
- Becoming fussy during feeds
- Taking longer than usual to finish a feed
- Falling asleep during feeds
- Chewing or tugging on the teat
However, do not change the teat flow based on age alone. Always observe your baby’s feeding behaviour and comfort.
9. When should I use a slower teat flow?
A slower flow may be appropriate if your baby:
- Frequently coughs or chokes during feeding
- Gulps or swallows too quickly
- Frequently regurgitates milk
- Has milk spilling from the sides of the mouth
- Refuses the bottle
If these issues continue, we recommend consulting a healthcare professional for advice based on your baby’s individual needs.
10. Why does my Hegen teat collapse during feeding?
One common cause is a blocked anti-colic air vent.
Milk residue or trapped water may cause the vent to stick together.
During washing, gently massage the anti-colic air vent to remove any residue. After washing and before assembly, make sure the vent is open and not stuck together.
Hegen also recommends checking that the vent is open before attaching the teat to the collar.
11. Why is my Hegen bottle leaking?
Make sure all components are assembled correctly and the collar is properly locked.
After attaching the feeding head to the bottle, press to close and twist clockwise until secure.
Leaks may also occur when using hot liquids because changes in temperature can increase air pressure inside the bottle.
If the bottle continues to leak after correct assembly, check the teat, collar, seal, and other components for signs of damage or wear.
USAGE
12. How do I assemble my Hegen bottle correctly?
Before use:
- Make sure all components are clean.
- Ensure the anti-colic air vent on the teat is open.
- Place the collar over the teat with the logos aligned.
- Pull the teat through until it is securely fitted.
- Press all four undersides of the teat to ensure it is properly secured.
- Attach the feeding head to the bottle using the Press-to-Close system.
- Twist the collar clockwise until secure.
Always make sure the bottle is properly locked before feeding your baby.
13. Why do I need to lock the Hegen bottle?
Locking the bottle properly helps reduce the risk of liquid escaping from the bottle connection.
This is especially important when using warm breast milk or milk, as temperature changes may increase air pressure inside the bottle.
To secure the bottle, twist the collar or lid clockwise until it is properly locked.
CLEANING & STERILISATION
14. How should I clean my Hegen bottle before first use?
Before first use, disassemble all bottle components.
Wash them with baby bottle detergent, rinse thoroughly with clean water, and then sterilise using a suitable method.
Always follow the product instructions and the instructions provided by your sterilising device.
15. How should I clean my Hegen bottle after each use?
After every use, all components that come into contact with breast milk or milk should be cleaned.
Disassemble all components, wash them with baby bottle detergent, rinse thoroughly, and allow them to dry properly.
If using a dishwasher, Hegen Singapore recommends placing the components on the top rack and avoiding high-heat settings that may damage the components.
16. What should I use to clean my Hegen bottles?
Use a detergent intended for baby bottles or baby feeding equipment.
Avoid harsh or abrasive cleaning agents that may damage the product material. Hegen also recommends using a suitable bottle brush and teat cleaner, and discourages the use of wired brushes as they may cause scratches.
17. Can Hegen bottles be sterilised?
Yes.
Hegen PPSU bottles can be sterilised using several methods, including:
- Boiling
- Steam
- UV
- Sterilising tablets
Always make sure that the sterilisation method and temperature are suitable for each component.
Hegen states that its PPSU bottles can withstand approximately -20°C to 180°C, while PP and silicone components can withstand temperatures of up to approximately 110°C. Always refer to the product instructions and make sure your steriliser does not exceed the recommended temperature range.
18. How do I remove milk or oil stains from my bottle?
\Clean the bottle as soon as possible after use.
For milk or oil residue, use baby bottle detergent and a suitable bottle brush to help remove milk fats.
When breast milk is stored in the refrigerator, its fat content may separate and stick to the bottle. After warming, gently swirl the breast milk to mix it before feeding.
19. When should I replace my Hegen teats and bottle components?
For hygiene and safety reasons, Hegen recommends replacing:
- Silicone teats and replacement seals: approximately every 3 months
- Plastic components such as feeding bottles, collars, and storage lids: approximately every 6 months
Components should also be replaced immediately if they show cracks, deformation, damage, or signs of wear and tear.
BREAST PUMP
20. Does Hegen offer a wearable breast pump?
Yes. Hegen offers a Wearable Breast Pump range designed to provide a more convenient pumping experience.
If you need help with pump usage, breast cushion insert sizing, suction settings, assembly, or care, please contact Hegen Indonesia Customer Service.
21. How do I choose the right breast cushion insert size?
The correct breast cushion insert size should be selected according to your individual nipple size.
The right size can help provide a more comfortable pumping experience.
As sizing can vary between individuals and may change throughout the breastfeeding journey, please contact Hegen Customer Service if you are unsure which size is right for you.
ORDERS
22. How can I purchase Hegen products?
You can purchase Hegen products through the official Hegen Indonesia website and authorised Hegen retailers.
Select your preferred product and variant, add it to your cart, and proceed to checkout and payment.
Please make sure your name, phone number, shipping address, and order details are correct before completing your purchase.
23. How do I know if my order has been successfully placed?
After your order has been successfully placed and payment has been processed, you will receive an order confirmation via email or the communication channel used during checkout.
If you do not receive the confirmation, please check your spam or junk folder first.
If you still cannot find it, please contact Customer Service and provide the details used for your order.
24. Can I change or cancel my order after placing it?
Order amendments or cancellations depend on the processing status of your order.
Once an order has been processed or shipped, changes may no longer be possible.
If you need to amend or cancel your order, please contact Customer Service as soon as possible and provide your order number.
ORDERS
25. How long will it take for my order to arrive?
Delivery times may vary depending on the destination, courier service, and operational conditions.
Estimated delivery times will follow the information provided during checkout or after your order has been processed.
Delays may occur due to circumstances beyond our control, including weather, public holidays, or courier-related issues.
26. How can I track my order?
Once your order has been shipped, you will receive shipping information or a tracking number.
Use the tracking number to monitor your parcel’s delivery status.
If the tracking status has not changed for an extended period or you experience any delivery issues, please contact Hegen Indonesia Customer Service.
27. What should I do if my parcel arrives damaged?
Please document the condition of the parcel and product before using it.
Contact Hegen Indonesia Customer Service and provide:
- Order number
- Proof of purchase
- Photos of the parcel
- Photos of the product
- Unboxing video, if available
- Description of the issue
Our team will review the case and assist you according to the applicable policy.
RETURNS, EXCHANGES & WARRANTY
28. What should I do if I receive a defective or incorrect product?
Please contact Hegen Indonesia Customer Service as soon as possible after receiving your order.
Provide your order number, proof of purchase, photos or videos of the product, and a description of the issue.
Our Customer Service team will review the case and provide a solution according to the applicable return, exchange, or warranty policy.
29. Do Hegen products come with a warranty?
Warranty coverage may vary depending on the product and the applicable Hegen Indonesia policy.
For information regarding the warranty period and coverage of a specific product, please refer to the applicable warranty terms or contact Hegen Indonesia Customer Service.
Please keep your proof of purchase as it may be required for warranty claims.
30. Are products purchased from marketplaces or other stores covered by warranty?
After-sales support and warranty coverage may depend on where the product was purchased and whether the seller is an authorised retailer.
To ensure proper after-sales support, we recommend purchasing from the official Hegen Indonesia website or authorised retailers.
Please keep your proof of purchase for after-sales or warranty claims.
NEED MORE HELP?
31. I’m not sure which Hegen product is right for me. Can you help?
Absolutely.
Hegen Indonesia Customer Service is happy to help you choose products based on your needs.
When contacting us, it would be helpful to provide:
- Your baby’s age
- Your feeding needs
- Hegen products you currently own
- The product you are looking for
- Any specific concerns or issues you are experiencing
This will help our team provide more relevant guidance.
32. How can I contact Hegen Indonesia Customer Service?
If you cannot find the answer to your question in our FAQ, please contact Hegen Indonesia Customer Service through the official contact channels available on our website.
We are happy to assist you with product questions, usage, orders, and after-sales support.