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Customer Care 1800-732-4748

Frequently Asked Questions

General
Is there a minimum age requirement to make online purchase from this site?

The minimum age to make a purchase on this site is 21 years old and above.

Do I have to register for an account to purchase online?

Yes, this one-time free registration is to set-up an account to facilitate your online shopping. The next time when you want to make an online purchase, you can simply log in with your username and password. Furthermore, we will store your order in the account so that you can keep track of your order status and order history.

How do you use my personal information?

In order to make the shopping experience a fruitful one, we will keep you updated on products, events and promotions. Please refer to Privacy Policy for complete information on usage of your personal information.

Is it secure to make online purchase at this site?

This site is secured with Extended Validation SSL certificates from Veri Sign to ensure security of your data and transactions.

Can I share the account username and password with my friend?

We strongly advise that you keep your username and password confidential. If your friend is interested to purchase from this site, we encourage him to sign up for an account at store.brandsworld.com/sg.

What should I do if I discover my account has been used without my permission?

Please notify us via 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) or email. We will terminate the account for you to prevent any unauthorized transaction.

Order
Is there a minimum order purchase value for this site?

There is no minimum order required for this site. A $10 delivery fee will apply if your order is below $120.

How do I know if I have submitted my order successfully and when will it be confirmed?

Once you submit your order successfully, you will receive a thank you message. Concurrently, we will send a confirmation email with a summary of your order to your registered email address. Please inform us via 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) if you did not receive the order confirmation email.

If we are unable to fulfill your order due to unforeseen circumstances, we will notify you via phone within 2 working days.

What should I do if I have problem placing an order via this site?

You can call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) for assistance if you encounter any problem.

How can I check my order status and records?

You can check your order status, purchased items and order history by logging into My Account with your username and password.

Can I cancel my order even though the delivery has not been made?

Yes, you may cancel your order but an administrative charge of S$10.00 is applicable for cancellation once your order has been submitted.

Can I cancel my order after I have received my order?

Yes, you can cancel but it is subject to 7 days of receipt. An administrative charge of S$10.00 would still apply, excluding the additional cost needed for the pickup of the cancelled order from your address. Alternatively, you may choose to bring the product down to the address below and we shall refund to you the invoiced amount as originally charged to you, subject to a non-refundable administrative fee of S$10.00.

Cerebos Pacific Limited
18 Cross Street, #12-01/08
China Square Central, Singapore 048428
Delivery
Where can you deliver the products to?

We provide delivery within Singapore excluding outlying islands, demilitarized zones, hospitals and Sentosa Island.

Is there any delivery fee?

Normal Delivery

  • Free delivery for orders above $120.
  • Additional delivery surcharge will be levied for orders falling below $120:
    • $8 surcharge for order below $60
    • $4 surcharge for order between $60 to $119.90
  • Please allow a minimum of 7 days for processing and delivery of order.
Can I change my delivery address after my order has been confirmed?

You can call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) to change your delivery address, however, applicable charges may apply.

When can I receive my purchased items?

You will receive your purchased items within 5 working days from receipt of the order confirmation email.

Do I have to receive the products personally?

You can authorize another party to receive the purchased items at the specified date and time slot.

Can I request for express delivery?

We do not provide express delivery at the moment.

Will I have to pay to have my order redelivered after a failed delivery?

Yes, you will have to pay for a re-delivery charge of $10. However, the day before the scheduled delivery, our logistics provider will notify you of an incoming delivery.

How do I change my delivery schedule?

If you would like to change your delivery schedule, please contact 1800 732 4748 at least one working day before the scheduled delivery day, between 9am to 5pm. Any change requests to the delivery schedule subsequently will incur a $10 re-delivery fee.

Payment and Pricing
What are the available payment options for online purchase?

We accept Visa and MasterCard for online payment only.

Do you accept installment payment?

We do not accept installment payment at the moment.

Account
What should I do if I forget my password?

You can click here for verification of your personal information. Upon successful verification, we will send an email to your registered address for you to reset your password.

How can I update my particulars and/or reset my password?

You can update your particulars and/or reset your password by logging into with your username and password.

What should I do if I forgot my username?

You can call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) for assistance.

How do I unsubscribe from promotional messages?

You can log into My Account with your username and password to unsubscribe from promotional messages.

How can I terminate my account?

You can call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) to terminate your account.

Return
What if the products delivered are different from my order?

You are strongly advised to check your products upon receipt of them immediately. You may reject the order on the spot if you discover that the product is different from your order. If you are not around to check the order, you can also call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) within 7 days from date of receipt to arrange for a return. We will absorb any additional delivery charge incurred.

  • Call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) to request for a return within 7 days from receipt of products.
  • Products must be unopened and in good resalable condition.
  • Gift/premium accompanied with the products is in its original condition.

You may request for collection of return products however it is subject to a collection charge.

Can I return the products I bought from this site?

We want to ensure that you have a pleasant online shopping experience thus we will happily accept returns in accordance with the following Return Policy:

Membership
What are the benefits of being a BRAND’S®WORLD member?

You can enjoy the luxury of shopping at this site at an exclusive price, dedicated just for members only. Unique to our site as well, you are able to sign up for our Smart Shopper Scheme which allows you to repeat your orders without the hassle of checking in and keying in your order every time. Our Smart Shopper Scheme is also designed such that you are able to enjoy better rebates every time you repeat an order, plus an annual gift for successful completion of your annual Smart Shopper Scheme. Besides that, members would also get birthday treats from us and be informed of our latest product promotion, events and happenings through our weekly e-newsletter.

How do I become a BRAND’S®WORLD member?

You can become a BRAND’S®WORLD member by making a purchase from this site or from 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays).

Do I have to pay for BRAND’S®WORLD membership?

The BRAND’S®World membership is offered free of charge to our loyal customers.

What is the duration of the membership?

You can enjoy BRAND’S®WORLD membership forever. However, to be eligible for our birthday gift and exclusive promotions or events, you need to have at least purchased once from BRAND’S® World in the current or previous calendar year.

Smart Shopper Scheme (SSS)
What is Smart Shopper Scheme?

Our Smart Shopper Scheme is designed to provide better convenience, savings and exclusive rewards to our BRAND’S® World members. With this scheme, you will be able to place your order without logging in every time you make a purchase. Instead, the transaction is processed automatically based on how frequent you would like BRAND’S® to be delivered to your doorstep. Moreover, every order rewards you with a further rebate of up to 25% in your subsequent order as well as a gift. 

Why should I sign up for the Smart Shopper Scheme?

You should sign up for scheme because it provides better convenience, savings as well as exclusive rewards to you, which are not applicable if you were to shop anywhere else or if you were to be a one-time purchase member.

How do I know that I am eligible for Smart Shopper Scheme?

In general, if you are above 18 years of age , you are eligible for the scheme as long as long as each transaction has reached a minimum spend of $140 . You can find here the full set of Terms and Conditions. In case of doubt, please contact our BRAND’S® Customer Care line at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, excluding public holidays).

 
What sort of benefits am I entitled to if I were to join Smart Shopper Scheme?

What benefits am I entitled to if I were to join the Smart Shopper Scheme?

The benefits include:

1. A tiered rebate scheme of up to 25%  off which will be applied on your subsequent order

2. A welcome gift when you make your first SSS purchase, worth more than $40

3. Automatic processing of your transaction based on how frequent you would like

    BRAND’S® to be delivered to your doorstep

4. A discount of $40 off when you spend a minimum of $160 on a non-SSS order during

    your birthday month

5. Higher tier ad-hoc promotions

6. Exclusive invites to VIP events

7. Priority reviews to new product launches

How do I receive my gift?

It will be sent together with your first order.

I have two Smart Shopper Scheme orders. Can I receive two birthday discounts?

One SSS member can have multiple SSS contracts, but will only receive one birthday benefit per account (i.e. $40 off for a min. of $160 purchase on a non-SSS order).

How do I know that my payment is secure for every order?

This site is secured with Extended Validation SSL certificates from Veri Sign to ensure security of your data and transactions.

What if my credit card has expired? Can I change the credit card designated for payment?

If you wish to update your credit card details, you may do so up to 2 working days before the scheduled order creation date. When your order fails to be created due to your expired credit card, our customer service personnel will contact you. However, if the customer service personnel fails to contact you after three attempts, the “Smart Shopper Scheme” agreement will be terminated automatically when your credit card expires. Upon termination, you will no longer be entitled to all the exclusive cash rebates, birthday treats, invites to VIP events and higher tier promotions.

Can my one-time purchase be part of the scheme's purchase history?

No, it cannot be counted as part of your scheme's order history. Transactions done via a one-time purchase order will not be counted in your total accumulation of the scheme's order history. To check your scheme's order history, please log in to your account.

If new products are launched in the future, what should I do if I wish to buy some to try?

You do not need to wait until the next designated delivery date. You may purchase the product via a single order, and we will deliver the product to you immediately, but the order amount will not be entitled to the cash rebate. Alternatively, you could also add the new product to your Smart Shopper Scheme order via phone or online via your BRAND’S® account at least two working days before the next order creation date. You will continue to receive the new product thereafter and be able to accumulate the cash rebate to your account. 

When will I be notified of my next incoming Smart Shopper Scheme?

We will send you an email to remind you of your order 12 days before the next scheduled order creation date.

Am I able to change my subsequent Smart Shopper Scheme order even though they are not the same as my initial order?

Yes, you are able to do so! We provide you with complete flexibility to amend your contract including your order items and your frequency of replenishment. Our innovative rewards system will automatically calculate and process your entitled benefits and rebates accordingly once your contract has been amended.

If I would like to change my Smart Shopper Scheme order, when can I do so before my order gets delivered?

You can only change your order before your order is in fulfilment status. An email notification of your next delivery order will be sent to you 12 days before your next scheduled order creation date. You are able to edit your upcoming order up to 2 working days before your next order is scheduled to be created. E.g. if scheduled order creation date is on 15th Jan, e-mail reminder will be sent out on 3rd Jan, and thus cut-off date to edit will be 13th Jan. To find out when will your order be processed, please log into your BRAND’S® World account.

How do we choose the delivery time? Can I adjust the delivery time if I cannot finish the products?

You can set the delivery time according to your usual consumption cycle. You can choose for delivery to be made once every 1/2/3/4 months if each delivery amount comes up to a min. of $140. You can amend the delivery time via phone or online.

Can I adjust the delivery schedule if I cannot finish the products?

Yes, you can adjust the delivery interval. For example, your delivery time was once every two months previously, but you can change it to be once every 3 or 4 months. You are allowed to delay your upcoming order up to 6 months from the last delivery date.

Can I extend the delivery interval if I cannot finish the products?

Yes, you are allowed to delay your upcoming order up 6 months from the last delivery date. 

I will be out of town. Can I change the delivery date or address?

Yes, it can be done. You can change the delivery date or the delivery address. If you want the next delivery to be made to the original address, please change the address back to the previous one via phone or our website.

Can one order be made to different addresses?

In order to meet the different needs of every member of the family, you can sign multiple Smart Shopper Scheme agreements in your name at the same time. Each order can have an independent delivery address so that the different family members can enjoy the products. Deliveries for a single order cannot be made to different addresses.

If I chose a delivery interval of 3 months, do I receive the products 3 months later?

The first delivery of your products will be made in 3 working days if the items are in stock. The delivery interval of once every 3 months will start only in the next cycle.

Can I exchange for other products after I have received the delivery? 

Products with defects can still be exchanged for products of the same kind after delivery is made, but please return all the products in the order to us for operational reasons.

How do I terminate my Smart Shopper Scheme Contract?

You may choose to terminate your contract anytime with us. All you need to do is to log in to your BRAND’S® World account or call our hotline to request for a termination at least 2 working days before your next scheduled order date. 

What happens if I terminate my Smart Shopper Scheme?

Upon termination, your remaining cash rebate will be forfeited. However, you will still be billed based on your last confirmed order, if you had terminated your contract any time after you have received your email notification for your next delivery. Should you wish to restart your SSS subscription again, your order count will start from 1 again. Upon termination, you will no longer be entitled to all the exclusive cash rebates, birthday treats, invites to VIP events and higher tier promotions as an SSS member. However, you are still welcome to make single orders according to your needs.

I have terminated the Smart Shopper Scheme order before, can I join the program again?

The same member is entitled to multiple contracts. If you terminate one of them, you can still create a new contract when you need to. However, the rebates in the new contract will start from the order count of 1 again.

Is there any cancellation fee or related charges if I were to terminate my Smart Shopper Scheme? 

There is no cancellation fee or related charges if you were to terminate your contract and you can do so at any time.

What should I do if I have subscribed to the Smart Shopper Scheme but do not need it anymore later on?

You can terminate the Smart Shopper Scheme agreement anytime via phone or online via your BRAND’S® World account. However, if you terminate the “Smart Shopper Scheme agreement”, your remaining cash rebate will be forfeited and should you wish to restart your SSS subscription again, your order count will start from 1 again. Upon termination, you will no longer be entitled to all the exclusive cash rebates, birthday treats, invites to VIP events and higher tier promotions as an SSS member. However, you are still welcome to make single orders according to your needs.

 

 

 

 

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