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Customer Care 1800-732-4748

Tracking Number = Order Number

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.

What is the freshness policy of your products?

Retailed products have at least 6 months before expiry.

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

There is no minimum order required for this site. A $8 delivery fee will apply if your order is below $60, $4 if your order is more tha $60 but less than $120. If your order is above $120, you will enjoy free delivery for any of your order. 

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. You can also check your delivery status of your order by clicking onto the "Detracker" button at the top of every page. Simply key in your order number and it would provide you with a real-time status update of your parcel. 

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

Yes, you may cancel your order anytime as long as the order is "Confirmed" and "In-Fulfilment". Once the order status has been changed to "Shipment" or "Delivered", cancellation of order is not allowed. 

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

Once you have received your order, you will be asked to check and confirm the products which you have ordered. Unfortunately, at this point in time, we are unable to accept returned orders unless you have received defective goods. In which case, you would need to immediately request for return within 7 days of receipt by calling in to our customer hotline at 1800 732 4748. As such, please be reminded to check through your parcel carefully once received. 

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 $120 and above.
  • Additional delivery surcharge will be levied for orders below $120:
    • $8 surcharge for order below $60
    • $4 surcharge for order $60 & above but below $120
  • It will take 1-3 working days for processing and delivery of order.

Brand's Subscribe & Save Delivery

  • Free delivery for orders $120 and above.
  • Additional delivery surcharge will be levied for orders below $120:
    • $4 surcharge for order below $120
  • It will take 1-3 working days for processing and delivery of order.
Can I change my delivery address after my order has been confirmed?

Yes, for one-time purchase order you can do so by cancelling your order and re-key in your order with the correct address. You can call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays in Singapore) to assist you. For S&S order, you may request to amend the delivery address when such order is on “confirmed” or “fulfilment” status and before we dispatch the products, by written notice to us through our Contact Us page at https://store.brandsworld.com.sg/csin/en/contact-us. However, the request would be rejected if the products have already been dispatched where such order is on “shipment” status.

When can I receive my purchased items?

You will receive your purchased items within 1 to 3 working days from the receipt of the order confirmation email. During peak periods like Chinese New Year, this can be extended to 5 working days. If more than 5 working days have passed, please call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) to review the status of your order.

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?

No, you do not. We will provide a re-delivery free-of-charge for the first attempt after a failed delivery. To ensure you receive your delivery, our logistics provider will notify you of an incoming delivery at 8am the same day. If you are unable to receive it, you could reach out to them directly through the message received. For subsequent re-deliveries after the first attempt, please note that there is a minimal fee of $5.50 payable to our logistics partner for each re-delivery attempt. 

Please note that Suntory Beverage & Food Asia Pte. Ltd. (trading as BRAND’S Suntory Asia) is not part of this transaction and does not receive the fees paid for a re-delivery to a different address. This is an additional service our logistics partner is able to provide for the benefit of our customers.  

 
How do I change my delivery schedule?

Our logistics provider will notify you of an incoming delivery at 8am the same day. If you are unable to receive it, you could reach out to them directly through the message received. 

How do I change my address if my order is already shipped?

If you would like to have the address changed, you can do so at a minimal fee of $5.50. You could simply pay our logistics partner upon receipt of the order. Only cash is accepted. Please also note that Suntory Beverage & Food Asia Pte. Ltd. (trading as BRAND’S Suntory Asia) is not part of this transaction and does not receive the fees paid for a re-delivery to a different address. This is an additional service our logistics partner is able to provide for the benefit of our customers.  

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 Subscribe & Save Scheme which allows you to repeat your orders without the hassle of checking in and keying in your order every time. Our Subscribe & Save 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 Subscribe & Save 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.

Subscribe & Save (S&S)
What is Brand's Subscribe & Save?
Our Brand’s Subscribe & Save scheme is designed to provide better convenience, savings and exclusive rewards to our BRANDSWORLD 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® products to be delivered to your doorstep. Moreover, every order rewards you with a fixed discount of 18% as well as free gifts on your 1st, 4th, 8th and 12th orders.
 
Why should I sign up for the Brand's Subscribe & Save?

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 Brand's Subscribe & Save?

In general, if you are above 18 years of age, you are eligible for the scheme. There is no minimum spend for each transaction but you would have to commit to the first three (3) orders as termination is not allowed for the first three (3) orders. You can find here the full set of Terms and Conditions. In case of doubt, please call us at 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays in Singapore).

What sort of benefits am I entitled to if I were to join Brand's Subscribe & Save?

The benefits include:

 
1.         A discount of 18% off which will be applied on every eligible order
 
2.         For every cycle of 4 Orders, you will receive 1 Free Product at the 4th Order, based on the           
            accumulated value from Order 1-4. There are 2 tiers of Free Products. At the start of S&S Contract,
            you are required to pre-select 1 Free Full-Size Product from each Tier. At the end of every calendar
            year, you will receive 1 Anniversary Gift, as long as you have at least 1 active S&S Contract by 31
            Dec in that year.
 
3.         Automatic processing of your transaction based on how frequent you would like BRAND’S®
            products to be delivered to your doorstep
 
4.         A discount of $40 off when you spend a minimum of $160 on a non-S&S 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 free product(s)?

It will be sent together with every 4th order.

What free product(s)* would I receive at every 4th order?
Tier 1 (Accumulated Value from Order 1 to 4 < $200) - Pre-select 1 Free Full-Size Product at Start of Contract
Essence of Chicken 12s x 68ml, Essence of Chicken with Cordyceps 12s x 68ml, Bird's Nest Sugar Free 6s x 68ml, Berry Essence 12s x 42ml, Pre+Probiotics 30s, Sesamin with Schisandra Extract 120 Tablets, Blackcurrant Anthocyanins with Lutein 60 Tablets, Red Marine Fish Oil 120 Softgels or InnerShine RubyCollagen Essence Strips 10s
 
Tier 2 (Accumulated Value from Order 1-4 ≥ $200) - Pre-select 1 Free Full-Size Product at Start of Contract
Essence of Chicken 30s x 68ml, Essence of Chicken with Cordyceps 12s x 68ml, ActivMove 30s, Pre+Probiotics 30s, Sesamin with Schisandra Extract 120 Tablets, Blackcurrant Anthocyanins with Lutein 60 Tablets, Red Marine Fish Oil 120 Softgels or InnerShine RubyCollagen Essence 12s x 50ml
 
* Note: We reserve the right to amend all prices and promotions, benefits and discounts listed for the S&S scheme without prior notice to you.
 
How do I select the free product* which I could receive at every 4th order?
 
At the start of the S&S contract, you would be prompted to select 1 product from each Tier. 1 of these 2 pre-selected products would be assigned to every 4th order, based on the accumulated value from Order 1 to 4 in that cycle.
 
* Note: We reserve the right to amend all prices and promotions, benefits and discounts listed for the S&S scheme without prior notice to you.
 
How do I change my pre-selected free product(s)?
 
Any request to change Free Products must be made via our hotline, and is subjected to approval.
 
How is Accumulated Value from Order 1 to 4 calculated?
 
The Accumulated Value is the total value paid from Order 1 to 4, and it is exclusive of delivery fees and ad-hoc promotional discount/rebate which may be provided from time to time.
 
How do I qualify for the Anniversary Gift and how would I receive it?
 
To qualify for the Anniversary Gift, you must have at least 1 active S&S Contract in which at least 1 order has been successfully delivered, by 31 Dec of the qualifying year. It is limited to 1 gift per person, regardless of the number of active S&S Contracts he/she may have signed up for.
All eligible customers would be informed on their Anniversary Gift by 31 Jan of the following year. The Anniversary Gift would be sent out on its own, latest by 31 Mar of the following year.
 
What is the Anniversary Gift which I would receive?
 
It would only be revealed to the eligible customers by 31 Jan of the following year.
 
I have two Brand’s Subscribe & Save Contracts. Can I receive two birthday discounts?
 
One S&S member can have multiple Subscribe & Save Contracts, but would only receive one birthday benefit per BRANDSWORLD member account (i.e. $40 off for a min. of $160 purchase on a non-S&S 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 “Subscribe & Save 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 as a single order (one-time purchase), and we will deliver the product to you as per our normal delivery times (usually within 2 working days), but the order amount will not be entitled to the Subscribe & Save discount. Alternatively, you could also add the new product to your Subscribe & Save order via phone or online via your BRANDSWORLD 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 enjoy the discount. 
 
When will I be notified of my next incoming Brand's Subscribe & Save?
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 Brand’s Subscribe & Save 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 order items and your frequency of replenishment. Our innovative rewards system will automatically calculate and process your entitled benefits and rebates accordingly based on such amendments.
If I would like to change my Brand’s Subscribe & Save 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 your order will be processed, please log into your BRANDSWORLD account.
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. You can amend the delivery time via phone or online via your BRANDSWORLD account.
Can I extend the delivery interval if I cannot finish the products?
Yes, you are allowed to delay your upcoming order for up to 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 online via your BRANDSWORLD account.
Can one order be made to different addresses?
In order to meet the different needs of every member of the family, you can have multiple Brand’s Subscribe & Save Contracts 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 within 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 Brand’s Subscribe & Save Contract?
For every S&S Contract, termination is not allowed on the first three (3) orders. You may choose to terminate your S&S Contract any time thereafter. All you need to do is to 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 Brand’s Subscribe & Save?
Upon termination, your S&S benefits would 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 S&S subscription again, your order count will start from 1 again. Upon termination, you will no longer be entitled to all the S&S benefits such as exclusive discount, birthday treats, invites to VIP events and higher tier promotions. However, you are still welcome to make single orders according to your needs.
I have terminated my Brand’s Subscribe & Save Contract before, can I join the program again?
The same BRANDSWORLD member can have multiple S&S contracts. If you terminate one of them, you can still create a new S&S 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 Brand’s Subscribe & Save?
There is no cancellation fee or related charges if you were to terminate your S&S Contract. Please note that termination is not allowed on the first three (3) orders. You may choose to terminate your S&S Contract any time thereafter. All you need to do is to call our hotline to request for a termination at least 2 working days before your next scheduled order date.
What should I do if I have subscribed to the Brand’s Subscribe & Save but do not need it anymore later on?
For every S&S Contract, termination is not allowed on the 1st 3 orders. Thereafter, you can terminate the S&S Contract anytime via phone or online via your BRANDSWORLD account. However, if you terminate the “S&S Contract, your benefits will be forfeited and should you wish to restart your S&S subscription again, your order count will start from 1 again. Upon termination, you will no longer be entitled to all the S&S benefits such as exclusive discount, birthday treats, invites to VIP events and higher tier promotions. However, you are still welcome to make single orders according to your needs.

 

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