Frequently Asked Questions (FAQ)

Orders & Shipping

How do I know if my order was successful?

You will receive an order confirmation via Email and WhatsApp after your purchase. If you did not receive any, please contact us for assistance.

How can I modify/cancel an order I have placed?

You can modify your order if it has not been shipped. Please contact us on WhatsApp as soon as possible should you like to request for modifications.

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. Please contact us on WhatsApp immediately.

How long does shipping take?

Shipping typically takes 1-3 working days within Brunei. You will be provided a tracking number once your order is dispatched.

Do you ship internationally?

Currently, we only ship within Brunei. Should you be an international customer, do contact us and we'll see what we can do for you.

How much is the shipping fee?

Shipping is FREE for orders above BND 30. For orders below that, a flat rate of BND 3 (Brunei-Muara) and BND 4 (All Other Districts) applies.

Payments

What payment methods do you accept?

We accept the following:

  • Bank Transfers to our BIBD/Baiduri Account
  • Pocket App

Is cash on delivery available?

Unfortunately, cash on delivery is not currently available. Feel free to contact us if you are unable to fulfill the current available payment method.

How much is the shipping fee?

Shipping is FREE for orders with a minimum of BND 30. For orders below that, a flat rate of BND 3 (Brunei-Muara) and BND 4 (All Other Districts) applies.

Returns & Refunds

Can I return a product?

For hygiene reasons, we do not accept returns on opened products. However, if the item arrives damaged or incorrect, please contact us within 24 hours.

How do I request a refund or replacement?

WhatsApp us at +673 8192011 or Email us at sales@betterwavesbn.com with your order number and a clear photo of the issue. We'll get back to you promptly.

Can I get a cash refund back to my bank account?

Refunds are issued as store credits by default.

Can I refund or cancel a gift card purchase?

Unfortunately No. Gift card purchases are non-refundable and cannot be cancelled once issued.

Promotions & Gift Cards

How do I use my discount code?

You can enter your promo/discount code during checkout in the "Discount Code" field. Please make sure it hasn't expired and conditions (if any) are met.

How do I redeem my gift card?

Enter the unique gift card code in the "Discount Code/Gift Card" section at checkout to apply it to your purchase.

Can I use my gift card more than once?

Yes, if there is remaining balance after a purchase, it can be used for future orders.

Can I use a gift card with other discounts or promotions?

In most cases, Yes. Gift cards act as a payment method, so you can still apply other discount codes or promotional offers.

Do gift cards expire?

By default, gift cards expire 3 months after the issuance date. Should you have any special requests, please feel free to contact us via Email or WhatsApp.

Can I exchange my gift card for cash?

No, gift cards cannot be exchanged for cash nor transferred to another account.