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Customer Care 1800-732-4748

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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 and Cancellation
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.
What if my products are damaged?

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.
  • You may be requested to send us a photo of the damaged goods.
  • Gift/premium accompanied with the products is in its original condition are to be returned together.
What should I do if I need to return my order?

You can return unopened or unused products to us within 7 days of receiving the goods. Please return the invoice, product and any gifts you give to us in their original condition.

If you need to cancel the order and return, please call customer service hotline 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) and our customer service officer would be glad to help with your request.

If I place an order from the E-store but have not received my order, can I change or cancel my order via the Internet?

Sorry, we are unable to change or cancel your order online. If you would like to change or cancel your order, please call customer service hotline 1800 732 4748 (Mondays – Fridays, 9am to 5pm, except public holidays) and our customer service officer would be glad to help with your request.

What is the return procedure?

STEP 1 Call us: Please call our Customer Service Hotline: 1800 732 4748 (Monday to Friday 09:00-17:00) when you receive the product within 7 days of receiving the product.

STEP 2 Packaging: Please keep the package intact, place the packaged goods, the complimentary gifts/ premiums, the invoices and the accessories in the box together in the original box and seal them. The designated home delivery company will contact you to take back the product. (If the original carton box is lost or damaged, other bags can be used)

Exchange (in the case of wrong items delivered or shortage)

After verification with our customer service officer, we will arrange for the home delivery company to send the right items to you and take back the incorrect items (if applicable). Please note that once goods are opened, they cannot be returned or exchanged.

Refund

After completing the return procedure, we will process to refund you. credit card payment: Your payment will be refunded directly to the credit card account you used for placing the order. You may expect to receive your refund within 2 weeks.

Return/ Cancellation of S&S orders

If the order that is cancelled or returned is an Subscribe & Save order, it would not be included in the order count and calculation of accumulated order value in determining the eligibility of your free gift in every fourth cycle.

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
What is Subscribe & Save?

A premium subscription programme for BRAND’S health supplements! We created it for customers who want to boost health for themselves and loved ones in the long run, without the hassle of manual replenishment.

Who should sign up for Subscribe & Save?

The programme is perfect for those who: 1) lead busy lives and have little time for personal care, 2) tend to forget about replenishing until their supplements run empty, 3) want a customised health solution catered to their needs, or 4) are the main caretaker of loved ones.

What are my Subscribe & Save privileges?

1. Convenience: Auto-replenish supplements, delivered to your doorstep

2. Flexibility: Customise product selection, quantity and how often you want to replenish

3. Rewards:

  • Free full-sized product of your choice at every 4th order
  • Free Pre+Probiotics PLUS 30s at every 5th order
  • Bigger birthday month discount
  • Annual anniversary gift

4. Savings: 18% off every order, with no minimum spend

5. No sign up or cancellation fees

What are my replenishment scheduling options?

Choose to deliver your supplements every 1 to 4 months, date between the 1st and 25th inclusive. Feel free to adjust this as you progress along your Subscribe & Save journey.

What can I do when I haven’t finished my supplements and another delivery is nearing?

You can postpone your upcoming order for up to 6 months from the last delivery date. Though we don’t recommend postponing for too long since consistent consumption is important to any supplement’s effectiveness.

Can I customise my product selection before the next delivery?

Yes, this gives you the wonderful flexibility to remove or try new products. Feel free to make edits at least 2 working days before our system starts to process your next delivery. To find out when, please log into your account.

Can I have multiple subscriptions under one account?

Yes, enjoy the flexibility to meet the health needs of different loved ones.

What are my choices for every 4th order free gift?

You’ll be prompted to select your product of choice during checkout. There are 2 tiers depending on your expected accumulated purchase value:

  • If accumulated purchase value from order 1 to 4 is < $200: Choose from Essence of Chicken 12s x 68ml, Essence of Chicken with Cordyceps 6s x 68ml, Berry Essence 12s x 42ml, Pre+Probiotics 30s, Sesamin with Schisandra Extract 60 tab, Blackcurrant Anthocyanins with Lutein 60 tab, Red Marine Fish Oil 120 softgels, or RubyCollagen Essence Strips 10s
  • If accumulated purchase value from order 1 to 4 is >= $200: Choose from Essence of Chicken 30s x 68ml, Essence of Chicken with Cordyceps 6s x 68ml, Bird's Nest Sugar Free 6s x 68ml, Berry Essence 12s x 42ml, ActivMove 30 tab, Pre+Probiotics 30s, Sesamin with Schisandra Extract 60 tab, Blackcurrant Anthocyanins with Lutein 60 tab, Red Marine Fish Oil 120 softgels, RubyCollagen Essence Strips 10s, or RubyCollagen Essence 12s x 50ml

Accumulated purchase value is your total value paid from order 1 to 4, excluding delivery fees and ad-hoc promotional rebates.

Can I change my every 4th order free gift at a later time?

Yes, please call Customer Care, subject to availability.

Can I change my every 5th order free gift?

It is fixed, however we encourage you to try Pre+Probiotics PLUS, one of our latest supplements to promote gut health and support the natural functions of your immune system.

Who is eligible for the annual anniversary gift?

Those who have at least one active subscription, where one order has been successfully delivered by 31st December of the qualifying year. It is limited to one gift per account (or customer ID), regardless of the number of active subscriptions s/he may have under that account.

What is the annual anniversary gift?

A heartfelt token of our appreciation for your support, revealed to you by 31st January of the following year.

If I have multiple subscriptions under one account, am I entitled to multiple birthday discounts?

No, just one birthday discount per account.

Will I be reminded of my next delivery?

Yes, an email reminder will be sent 12 days before our system starts to process your next delivery.

Can I change the delivery address of my upcoming order?

Yes, you can do so by logging into your account or calling Customer Care.

Can I change my credit card used for payment?

Yes, you can update credit card details up to 2 working days before our system starts to process your next delivery. Please note deliveries cannot be processed on expired or cancelled credit cards, and your subscription would be ceased by default.

How do I cancel my subscription?

We would be sad to see you go, but you can cancel your subscription any time after the first 3 orders, by logging into your account or calling Customer Care at least 2 working days before your next expected delivery. There are no cancellation fees. If you change your mind in the future, we welcome you to start a new subscription. Order history under cancelled subscriptions would not count towards eligibility for privileges under new subscriptions.

Refer A Friend
What is BRAND’S World Refer A Friend Program?

It’s a program to empower our loyal members to share love with their friends, through sharing an offer tied to a unique URL link and promo code. Our members will get rewarded for every successful referral.

What is a successful referral?

A referral is considered successful only when your friend makes a confirmed first purchase using your unique URL and promo code during checkout. The friend must use the unique URL to recognize the referral. If your friend places an order using the promo code but not via the unique URL, the sale will not be attributed to you.

What will I receive for every successful referral?

Upon every successful referral, you will receive a $25 off coupon with min. spend of $120 at BRAND’S E-store for your next purchase. Applicable for normal orders only.

What will my friends get?

Your friends will get $25 off their first purchase with min. spend of $120 at BRAND’S E-store. Your friend must be a new customer to enjoy this offer. Applicable for normal orders only.

Can my promo code be used by non-BRAND’S E-store members?

Your code is exclusively for BRAND’S E-store members. In order to use your code, your friends will have to create an E-store account.

Can my promo code be used multiple times?

Yes, your code can be used by multiple friends, but each member can only use the code once for their first order.

How does my friend get to enjoy my promo code?

Upon registering an E-store account using your unique URL, your friend will receive an activation email with the promo code included inside. Your friend simply has to apply the promo code upon checkout to enjoy $25 off their first purchase with min. spend of $120 at BRAND’S E-store.

How will I know if my friends have used my promo code?

1 day after your friend’s order status has been changed to “Delivered”, you will receive an automated email to inform you that your friend has made their first purchase, and you will be eligible for your referral reward via the coupon code revealed in the email.

How can I promote my link and code?

BRAND’S World Refer A Friend program is a customer referral program to share with friends and family. Posting your link and code on coupon sites or using paid search to increase your referrals is prohibited.

 

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