Frequently Asked Questions (FAQ)

Find answers to common questions about ordering, payment, delivery, returns & promotions. If you don’t see your question here, contact us anytime.

Orders & Shipping

How do I place an order?

Simply browse our website, add your desired items to the cart, and proceed to checkout. Once payment is confirmed, you will receive an order confirmation email.

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.

Can I change or cancel my order after placing it?

If your order has not yet been processed or shipped, please contact us as soon as possible. Once an order has been shipped, changes or cancellations are no longer possible.

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 delivery take?

  • Brunei (Local Delivery): 1–3 working days after order confirmation
  • Delivery times may vary during peak periods or promotions

How much is the shipping fee?

Shipping fees are calculated at checkout based on:

  • Delivery method
  • Order quantity
  • Delivery location

Any applicable free shipping promotions will be shown automatically at checkout.

How can I track my order?

Once your order has been shipped, you may receive a tracking update or delivery confirmation via WhatsApp or email. If you need help tracking your order, please contact us.

What if my order shows “delivered” but I didn’t receive it?

Please contact us immediately. We will assist in checking with the delivery partner, but BetterWaves is not responsible for delays or issues caused by third-party couriers.

Do you offer self-pickup?

Yes, self-pickup is available from TechSurged @ The Walk.

Do you ship internationally?

At the moment, we primarily ship within Brunei. For international inquiries, please contact us directly before placing an order.

Payments

What payment methods do you accept?

We accept the following:

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

(Cash on Delivery is currently not available.)

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.

Is my payment information secure?

Yes. All payments are processed through secure payment gateways. BetterWaves does not store your credit or banking details.

What should I do if my payment fails or is declined?

Please double-check your payment details or contact your bank. If the issue persists, contact us and we’ll assist you.

Returns, Refunds & Exchanges

Do you accept returns or refunds?

Due to hygiene and safety reasons:

  • Opened or used products are non-returnable and non-refundable
  • Refunds are only applicable for incorrect or defective items

Can I exchange an item?

Exchanges are handled on a case-by-case basis and subject to product condition and availability. Please contact us for assistance.

Are gift cards refundable?

Gift cards are non-refundable and cannot be exchanged for cash.

Promotions, Discounts & Gift Cards

How do I use a promo or discount code?

Enter your promo code during checkout. The discount will be applied automatically if the code is valid.

Can I combine multiple promo codes?

No. Only one promo code may be used per order unless stated otherwise.

Do promo codes expire?

Yes. Promo codes are valid for a limited time and subject to terms and conditions.

How do I use a gift card?

Enter the gift card code at checkout. Any unused balance will remain in your gift card account until fully redeemed.

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.

Products & Safety

Are your products authentic?

Yes. All products sold on BetterWaves are 100% genuine and sourced from trusted brands and suppliers.

Are your products safe to use?

Our products comply with relevant safety and quality standards. Please always read product labels, ingredients, and usage instructions before use.

How do I know which product is right for me?

Product descriptions are provided on each product page. If you need personalized recommendations, feel free to contact us.

Do you sell near-expiry products?

If any product is close to expiry, this will be clearly stated on the product page or communicated before purchase.