FREQUENTLY ASKED QUESTIONS
Below FAQ are some common concerns of our clients before purchasing.
If you have other questions, please email or contact us on Whatsapp.
GENERAL
Do you offer customer support?
Yes, you can reach out to our support team via email or WhatsApp during business hours for assistance with orders, returns, or general inquiries.
Do you offer gift cards?
No, we currently do not offer gift cards.
How can I stay updated on promotions and new products?
Subscribe to our newsletter or follow us on social media to stay updated on exclusive deals and new arrivals.
ORDERS
How do I place an order?
Please see the How to Purchase page for more information.
What are the payment methods available on your website?
For orders placed on our website, we currently accept BIBD / Baiduri bank transfer or cash on pickup.
Can I change the delivery address after placing an order?
Yes, you can change the delivery address if the order has not yet been processed or shipped. Contact us immediately via email or WhatsApp to request changes.
How do I know if my order was successful?
You will receive an order confirmation email after your purchase. If you do not receive an email, check your spam/junk folder or contact us for assistance.
How can I cancel or modify an order?
You may be able to cancel or modify your order if it has not yet been shipped. Please contact us on Whatsapp as soon as possible to request a cancellation or modification.
Do you offer any discounts or promotions on your products?
We offer periodic discounts and promotions on our products. Please sign up for our newsletter or follow us on social media to stay up-to-date on our latest deals and offers.
Can I place a bulk order?
Yes, we offer discounts for bulk orders. Please contact us on Whatsapp or email us for more information.
Do you offer pre-orders for upcoming products?
Yes, we offer pre-orders for selected products. Pre-order terms and conditions will be outlined on the product page.
PAYMENTS
Can I pay for my order in installments?
We currently do not offer installment payments, but we are working on introducing this option in the future.
Can I get a refund to my original payment method?
Refunds are issued as store credit by default. Refunds to the original payment method are considered on a case-by-case basis.
Do you offer loan services?
Yes, we do offer BIBD AT-Tamwil loan quotations. Please contact us for more information.
SHIPPING & DELIVERIES
Do you ship internationally?
Currently, we do not ship internationally.
How does it take for orders to be delivered?
Brunei Muara: Every Monday, Tuesday, Thursday, Friday and Sunday (Between 12.00pm - 6.00pm)
KB & Tutong: Every Wednesdays & Saturdays (Between 12.00pm - 6.00pm)
Please note that delivery times may vary depending on your location.
How much does delivery cost?
We charge a flat rate of BND 3 for orders under BND 100, and orders over BND 100 are free.
Can I schedule a specific delivery time?
Unfortunately, we are unable to schedule specific delivery times as we use a third-party delivery service. Deliveries are typically made between 12:00 PM and 6:00 PM. We recommend ensuring someone is available during this time frame to receive your order.
How can I track my order after it has been shipped?
Currently, order tracking is unavailable. Please contact us on Whatsapp if you have not received your order within the delivery time frame (12 - 6 PM).
What should I do if my package is delayed or hasn't arrived yet?
If your package is delayed or hasn't arrived yet, please contact us on Whatsapp and we will assist you in tracking your package and resolving any issues.
WARRANTY & RETURNS
What is the warranty on the products sold on your website?
The warranty period varies depending on the product. If you need more information, please refer toWarranty Information.
How long does it take to process a return or exchange?
Once we receive and inspect your returned item, processing your request typically takes 3–5 business days. We will notify you of the outcome.
What does Warranty cover?
Please refer toWarranty Informationfor a detailed information.
How do I file a warranty claim?
Enter the answer hereIf you need to file a warranty claim, please contact us on Whatsapp with your order number and a description of the issue. We'll work with you to resolve the problem as quickly as possible.
What is your return & exchange policy?
Please refer to Exchange & Return Policy for a detailed information.