BWL logo
BWL logo

Frequently Asked Questions



Your Membership Account

Account
Do I need a membership to shop?

Yes, you may register with us via our website or our BWL app. After registration, you will be provided with a Member Code and Password to access our Online Store and EXS.

Click here to find out how to register with us!

I forgot my password. How do I go about resetting it?

You may reset your password with the following steps:

  1. Click on "Forgot your password?"
  2. Enter your Member Code or your NRIC/Identification Number
  3. Click "Submit"
  4. You will receive an OTP verification to your mobile number.
  5. Upon successful verification, you will be prompted to set a new password for your EXS account.

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I submitted my details to reset my password but did not receive the verification email/SMS. What should I do?

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with our Member Code [e.g. SG0000000] and we will get back to you within 1 business day.

I am unable to log into my EXS account. What do I do?

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. SG0000000] and we will get back to you within 1 business day.

Membership
What if I am not a Singapore Citizen nor a Singapore Permanent Resident? Can I still purchase in-store/online?

Online Purchase

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our online store team with your Member Code [e.g. SG0000000], to request for an update of residential address. We will get back to you within one business day.

You will need to provide the documents below to update your residential address and pay-out region to Singapore.

  1. A Singapore mobile number; and
  2. Any one of the following proof of local residence documents with a clear indication of your name and address:
    • Singapore Permanent Resident Identity Card;
    • Bank statement;
    • Phone bill from any local telco;
    • Letter from any insurance agencies;
    • Utility bill;
    • Other valid documents.

Upon successful update of your residential address, you will be able to start shopping with us on our Online Store!


In-store Purchase

If you only intend to make a one-off purchase without updating your pay-out region to Singapore, you may do so physically in-store.

You are also required to bring along one of the following documents for identification purposes:

  1. Work Pass;
  2. S Pass;
  3. Other valid documents.

Other Terms & Conditions:
Purchases of our products may be restricted depending on your pay-out region.
You will not be entitled to any promotions in-store/online.

How do I change my residence/payout country?

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your name and Member Code [e.g. SG0000000] and we will get back to you within one business day.

May I change my sponsor?

Yes. However, you may only do so within the first seven (7) days of registering as a BWL member.

Kindly drop us an inquiry (select “Commission and Membership” under inquiry type) to our customer service team with your name and Member Code [e.g. SG0000000].

What if I wish to change my sponsor after the first seven (7) days after registration?

Although it is generally not permitted, you may still drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your name and Member Code [e.g. SG0000000]. We will review and assess each case and get back to you with the outcome!

Can I transfer my membership to my family members or friends?

Membership can only be transferred to spouse, parent, or children.

For such request, kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your name, Member Code [e.g. SG0000000] and reason for this change.

*For more detailed information, please refer to our members’ handbook in EXS > Resources.

How can I cancel my membership with BWL?

We are sorry to see you leave!

You may cancel your membership by dropping us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. SG0000000], and we will get back to you within one business day.

How to Shop

How to Shop
Are products in my shopping cart reserved?

Unfortunately, products in your shopping cart are not automatically saved and will vanish once your EXS account is logged out. However, if you are a BWL App user, we have good news! We have a "Save your cart for next purchase" function in the App if you are unable to complete your purchases immediately! This checkbox can be found at the end of the checkout page and ticking it will save your cart for the next log in session.

Am I able to shop for/on behalf of my downlines/family/friends?

Yes! We are glad to let you know that you are now able to shop on behalf of anyone as long as they are your downlines.

I am having issues loading the pages on the website/app. What can I do?

If you are unable to load the pages on our website either on PC or Smartphone, you may try the following steps:

  1. Refresh the page once (please refrain from refreshing the page multiple times as this would eventually lock you out); or
  2. Restart the browser; or
  3. Clear Cache; or
  4. Clear History.

If it is still not working, please proceed to use our BWL app.

Similarly, if you face any issues with our BWL App, you may try the following steps:

  1. Clear Cache using the function in-app; or
  2. Restart the App; or
  3. Reinstall the App; or
  4. Restart your device.

If all of the above on both platforms still do not work, you may drop us an inquiry (select "General" under inquiry type) to our online store team with the following diagnostics information:

  1. Member Code (e.g. SG0000000);
  2. Brief description of issue(s) faced;
  3. Platform(s) used (iOS/Android/PC).

We will get back to you within one business day, thank you!

I am unable to checkout. What can I do?

Kindly drop us an inquiry (select "Products and Order" under inquiry type) to our online store team with the following diagnostics information:

  1. Member Code (e.g. SG0000000);
  2. Brief description of issue(s) faced;
  3. Platform(s) used (iOS/Android/PC).

We will get back to you within 1 business day, thank you!

Marketing Communications

We ensure that all marketing communication materials contain sufficient and accurate information on prices, quality, availability, and terms of sales. The Company reserves the right to change the prices and/or other information after the marketing communication materials are published, and these changes will be reflected on the Company's website.

We do engage in lucky draws and promotions from time to time. Terms and conditions for the conduct of such activities are specified on the marketing communication materials, which will be communicated clearly to the customers.

Where can I find ongoing promotions?

You may access this information with the following steps:

Using BWL App

  1. Log in to your EXS account provided
  2. Tap on the "Shop" icon
  3. Swipe left/right on the banners above to view ongoing promotions

Note: You may even tap on each banner to view and add promotion products to the cart!

Where can I find other important information provided by the Company?

Using BWL App
You may access this information with the following steps:

  1. Log in to your EXS account provided
  2. Tap on the "EXS" icon
  3. Swipe to the end on the row that shows "Dashboard" and tap on "Resources"

Note: You may also access the "Resources" page via the "Menu" icon at the bottom

Product Warranty and Repair

All electrical equipment(s) are fully guaranteed against manufacturing defects for a period of 12 months from the date of purchase unless otherwise stated. You may also activate your warranty for electrical equipment(s) online at our BWL website.

Charges for any repair services beyond the warranty period shall be borne by the customers.

Note: Skin care products opened should refer to the Period After Opening (POA) symbol on the product package. A POA symbol that shows "12M" indicates that the product should be used within 12 months of opening!


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Online Orders & Delivery

Delivery & Shipping Fees
What are the delivery options and when can I receive my order?
Delivery Type Delivery Fee (SGD) Timeframe (Business Days)
Standard Free for online purchases of above $250 per transaction
$10.70 (w/GST) for orders below $250
2 – 3 business days
Click & Collect Free Subject to date and time availability during checkout (within operating hours)

Delivery timeframes include the packing of your order upon confirmation.

More about Standard Delivery:
We will deliver your online order to your shipping address via our assigned courier service.

More about Click & Collect:
Your order(s) will be processed and packed according to the chosen date and timeslot for self-collection.

Can I receive my order tomorrow if I made my purchase today?

Unfortunately, you will not be able to receive the online order(s) made the next day. Standard delivery will be made within 2 – 3 business days.

Alternatively, we recommend swinging by our BWL Orchard Regional Centre to make your purchase.

What time is the delivery?

You will receive an SMS from the courier 90 mins before the parcel’s arrival.

Do you deliver on weekends?

Our deliveries are from Monday to Saturday.

We deliver on Saturdays between 8.30am - 2pm.

Are there any restricted zones in Singapore that you do not deliver to?

Yes, we do not deliver to these following areas:

  1. Sentosa
  2. Jurong Island
  3. Air freight centre & PSA port
  4. Military base
What happens if I changed my mind and would like to self-collect at my preferred location (i.e. BluPort Stores)?

Once your order has been processed, you will receive an SMS with a link to delivery options.

The link will lead you to these delivery options:

  • Self-collection location
  • Reschedule My Delivery
  • Redirect My Delivery

  1. Select "Self-collection location"
  2. Select your preferred collection point
  3. You will receive a confirmation of your choice

For parcel locker locations:
Once your parcel has been placed in the selected locker, you will receive a confirmation SMS informing you that your parcel is ready for collection with a collection code.

What happens if I would like to reschedule my parcel to be delivered on another day?

Once your order has been processed, you will receive an SMS with a link to delivery options.

The link will lead you to these delivery options:

  • Self-collection location
  • Reschedule My Delivery
  • Redirect My Delivery

  1. Select "Reschedule My Delivery"
  2. Select your preferred delivery date and time
  3. Confirm your choice
What happens if I missed my delivery?

The courier will hold on to your parcel and send it back to their facility hub. Their customer service officer will then liaise with you either via SMS or a call to reschedule another delivery.

Can I request for my parcel to be left outside my residence, if there is no one home to receive the delivery?

Yes you can!

Once your order has been processed, you will receive an SMS with a link to delivery options.

The link will lead you to these delivery options:

  • Self-collection location
  • Reschedule My Delivery
  • Redirect My Delivery

  1. Select "Reschedule My Delivery"
  2. Input "Authority to Leave" – An authorisation to leave shipment at designated area without a signature
  3. Confirm your choice
How do I change my delivery information?

You may change your delivery address with the following options:

Option 1
Once your order has been processed, you will receive an SMS with a link to delivery options.

The link will lead you to these delivery options:

  • Self-collection location
  • Reschedule My Delivery
  • Redirect My Delivery

  1. Select "Redirect My Delivery"
  2. Input your updated address and submit

OR

Option 2
Kindly drop us a call and/or send your inquiry (select "Shipping and Delivery" under inquiry type) with your Member Code [e.g. SG0000000] and Order number [e.g. SGCB20xxxxxx] to our online store team. We will get back to you within one business day.

Do note that shipping delays may occur for delivery address amendments but we will try our best to minimise this.

Do you deliver internationally?

We deliver only within Singapore.

Can I collect my online purchase in store?

Yes! Select your preferred date and timeslot under the self-collection option during check out.

You may then proceed to collect your online purchase at our BWL Orchard Regional Centre according to the chosen date and time after receiving your order confirmation.

How to track my orders
How do I check the delivery status of my order?

You may track your delivery with the following steps:

  1. Click on courier’s link provided in the SMS
  2. Key in the tracking number provided

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What should I do if my order hasn't been delivered yet?

We are so sorry that your order hasn’t reached you.

Kindly drop us a call and/or send your inquiry (select "Shipping and Delivery" under inquiry type) to our online store team with your Member Code [e.g. SG0000000] and Order number [e.g. SGCB20xxxxxx].

We will get back to you within one business day.

I am having issues with my orders
I received a wrong/missing item, what do I do?

We are so sorry for the order mix-up.

Kindly drop us an inquiry (select "Products and Order" under inquiry type) to our online store team with your Member Code [e.g. SG0000000] and Order number [e.g. SGCB20xxxxxx] within seven (7) business days upon receipt of your purchase.

We will get back to you within one business day.

I missed out an order but have already checked out, what do I do?

If your order(s) is/are made within the last 24 hours, do drop us an inquiry (select "Products and Order" under inquiry type) to our online store team with your Member Code [e.g. SG0000000] and Order number [e.g. SGCB20xxxxxx].

We will get back to you within one business day.

I received a defective product, how do I request for an exchange/refund?

Please give us a chance to fix this – drop us an inquiry (select "Returns and Exchange" under inquiry type) within seven (7) business days upon receipt of your purchase with the following information:

  1. Member Code (e.g. SG0000000)
  2. Your Order number (e.g. SGCB20xxxxxx)
  3. The product name of the defected item (e.g., Dr Secret Toner)
  4. Photo of the product LOT number and expiry date
    [Note: Please attach and send this to us when our online store team has replied to your query via email]

Our team will get back to you as soon as possible and assist you with an exchange/refund.

*Exchange(s) will be done in person over the counter at either BWL Golden Landmark Sales Centre or BWL Orchard Regional Centre.

Online Refund & Exchanges

Refund & Exchange Policy
What is our Refund & Exchange Policy?

For Online Purchases

We accept refund & exchanges under the following categories:

  1. (a)Defective product;
  2. (b)   If you change your mind about the product(s); and/or
  3. (c)   Do not wish to proceed with the services offered.

You must reach out to us within seven (7) business days upon receipt of your purchase should you wish to exchange or refund.

Kindly drop us an inquiry (select "Returns and Exchange" under inquiry type) to our online store team with the following:

  1. Member Code (e.g. SG0000000)
  2. Online order number (e.g. SGCB20xxxxxx)
  3. Reason for exchange and/or refund

Condition of product(s)
Refund for option (a) – Kindly return the defective product(s) to us over the counter at our BWL Orchard Regional Centre.

Refund for options (b) & (c) – Should you change your mind about the product(s) and/or do not wish to proceed with the services offered, the product(s) purchased must be in saleable condition and returned in its original packaging with the original tax invoice.

Exchange
An exchange will be made within five (5) business days once we have confirmed the validity of the defected product(s).

Refunds & Processing time
Any refunds will be made via bank transfer and/or credit card refunds (depending on the initial mode of payment) within seven (7) business days upon approval, following the receipt of the completed Product Feedback Form and/or Amendment Form from you.

Kindly allow seven (7) business days for the refund amount to be reflected in your transaction history.

Any refunds made after seven (7) business days but within 30 days of purchase requires Management approval and will be subjected to processing fees. These include:

  1. Administration fees calculated at 10% of the returned products’ price;
  2. Credit card charges between 2% - 4.8%; and
  3. An amendment fee of $30.

All refunds will be made in Singapore Dollars.


For In-store Purchases

  • - See our in-store exchange policy here

Payment & Pricing

Payment
What payment options do you accept?

For online orders: We accept payment via Mastercard, Visa and Paypal*.

*Payments by Amex is accepted via Paypal.

Can I pay by installments?

BWL does not have a direct installment plan in place with the banks at the moment. However, individual banks do offer installment plan(s). After you have cart out with your credit card, you can check with the issuance bank on the applicable installment plan.

Note: Select "credit card" as the payment option when checking out. Payments made via Paypal cannot be converted into installments.

I cannot proceed to pay for my order, what can I do?

Kindly drop us an inquiry (select "Products and Order" under inquiry type) or WhatsApp to our online store team with your Member Code [e.g. SG0000000]. We will get back to you within 1 business day.

Why did my payment fail / why am I seeing duplicate orders. What should I do?

Kindly drop us an inquiry (select "Products and Order" under inquiry type) or WhatsApp to our online store team with your Member Code [e.g. SG0000000] and Order number [e.g. SGCB20xxxxxx] (if any). We will get back to you within 1 business day.

Pricing
Where can I find the products price list?

You may access our products price list with the following steps:

Using BWL App

  1. Log in to your EXS account provided
  2. Tap on the "EXS" icon
  3. Swipe to the end on the row that shows "Dashboard" and tap on "Resources"

Using BWL Website

  1. Log in to your EXS account provided
  2. Select "Resources"
Discounted & Accuracy of Pricing

We offer discounts and other forms of promotional pricing from time to time. These prices will be clearly stated in the retail outlet, lifestyle centres, online store, and marketing communication materials.

We are committed to avoid over or undercharging our customers. To ensure the accuracy of our product prices and/or services, including Goods and Services Tax (where applicable), these will be clearly stated in our sales invoices and marketing communication materials.

Any additional charges for extra services that may be incurred by customers will be clearly indicated.

Retail Stores

Store location & Information
Where are your store(s) located?

Click here to find out more on our store locations and operating hours.

Which store(s) can I self-collect from?

Self-collection is only available at our BWL Orchard Regional Centre.

Can I order online and collect in store immediately?

Yes you may, subjected to the availability of that days’ time slot. If the immediate time slot is not available, you will have to select the next desired time slot.

What are your store payment options?

We accept payment via Cash, NETS, Mastercard and Visa.

In-store only: Installment purchase is available for a minimal purchase of SGD750 and above in one invoice.

0% interest payment plan are available for 6 months using only POSB, DBS or UOB credit card.

All payments are made in Singapore Dollars.

Store Exchange & Refund Policy
What is our Refund & Exchange Policy?

In-store Exchange

We accept refund & exchanges under the following categories:

  1. (a)Defective product;
  2. (b)If you change your mind about the product(s); and/or
  3. (c)Do not wish to proceed with the services offered.

You must reach out to us within seven (7) business days from the date of in-store purchase.

Kindly drop us an inquiry (select "Returns and Exchange" under inquiry type) to our online store team with the following:

  1. Member Code (e.g. SG0000000)
  2. Invoice number (e.g. SGCB20xxxxxx)
  3. Reason for exchange and/or refund

Condition of product(s)
Refund for option (a) – Kindly return the defective product(s) to us over the counter at either of the following centres:

  • BWL Orchard Regional Centre; or
  • BWL Chai Chee St Lifestyle Centre; or
  • BWL Golden Landmark Sales Centre.

Refund for options (b) & (c) – Should you change your mind about the product(s) and/or do not wish to proceed with the services offered, the product(s) purchased must be in saleable condition and returned in its original packaging with the original tax invoice.

Exchange
An exchange will be made within five (5) business days once we have confirmed the validity of the defected product(s).

Refunds & Processing time
Any refunds will be made via bank transfer and/or credit card refunds (depending on the initial mode of payment) within seven (7) business days upon approval, following the receipt of the completed Product Feedback Form and/or Amendment Form from you.

Kindly allow seven (7) business days for the refund amount to be reflected in your transaction history.

Any refunds made after seven (7) business days but within 30 days of purchase requires Management approval and will be subjected to processing fees. These include:

  1. Administration fees calculated at 10% of the returned products’ price;
  2. Credit card charges between 2% - 4.8%; and
  3. An amendment fee of $30.

All refunds will be made in Singapore Dollars.

Product Availability
Can I reserve an item in-store?

We're currently unable to reserve products in-store so we recommend swinging by ASAP to make your purchase!