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 18 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 our 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 Let's Encrypt 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/her to sign up for an account at mystore.brandsworld.com.sg.

What should I do if I discover my account has been used without my permission?

Please notify us via email at CustomerCare_MYSTORE@suntory.com . 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. However, shipping cost from Singapore to Malaysia would apply.

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 an order confirmation email with a summary of your order to your registered email address.

Please inform us via email at CustomerCare_MYSTORE@suntory.com 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 email within 5 working days.

What should I do if I have problem placing an order via this site?

You can inform us via email at CustomerCare_MYSTORE@suntory.com 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 there.

Can I cancel my order even though the delivery has not been made?

No, you cannot cancel your order once it has been placed and confirmed. All returns and cancellations will not be entertained.

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 cancellations or returns unless you have received defective goods. In which case, you would need to inform us via email at CustomerCare_MYSTORE@suntory.com of the defective goods within 7 days of receipt. 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 Malaysia excluding outlying islands, demilitarized zones, hospitals and some locations in certain circumstances.

Is there any shipping cost?

Yes, there is a shipping cost for every order. Based on your list of selected items, the shipping cost will be calculated and displayed during the check-out.

It will take 5 to 12 working days for processing in Singapore and delivery of the order to your stipulated address in Malaysia.

Can I change my delivery address after my order has been confirmed?

Once the order has been confirmed, we would not be able to entertain your request to amend its delivery address as the order is already being processed.

When can I receive my purchased items?

You will receive your purchased items within 5 to 12 working days from the receipt of the order confirmation email. During peak periods like Chinese New Year, this could be extended by another 5 working days. If more than 5 working days have passed, please email us at CustomerCare_MYSTORE@suntory.com 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 re-delivery free-of-charge for 2 more attempts after a failed delivery. To ensure you receive your delivery, our logistics provider will call you on the delivery day. If you are unable to receive it, please liaise with the logistics provider directly. Please note that the parcel will be routed back to Singapore if all 3 attempts fail and no refund will be entertained. You may contact us but we may at our sole discretion, re-deliver the products and you shall bear the costs for such re-delivery.

Please note that Suntory Wellness Asia Pacific Pte. Ltd. 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 call you on the delivery day. If you are unable to receive it, please liaise with the logistics provider directly.

How do I change my address if my order is already shipped?

We regret to inform you that we would not be able to assist to change the address further if the order has already been shipped out.

Payment and Pricing

What are the available payment options for online purchase?

We accept Visa and MasterCard for online payment only.
Note: The indicated RM$ prices on our website are estimated figures. All transactions will be charged in Singapore Dollars (S$), based on our internal fixed currency exchange rate of S$1 to RM3.21. However, the amount charged to your credit card depends on the fluctuating currency exchange rate used by your credit card company or bank. It may vary slightly from the estimated Malaysian Ringgit (RM$) shown.

Do you accept instalment payment?

We do not accept instalment 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 in with your username and password.

What should I do if I forgot my username?

You can email us at CustomerCare_MYSTORE@suntory.com 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 email us at CustomerCare_MYSTORE@suntory.comto 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 email us at CustomerCare_MYSTORE@suntory.comwithin 7 days from date of receipt to report on the issue.
Except for incorrect or damaged products delivered, all returns and cancellations will not be entertained.
If any item is missing/incorrect, we will absorb additional shipping cost incurred when we re-send you the item.
Procedures:

Email us at CustomerCare_MYSTORE@suntory.com to report on the issue (e.g. missing or incorrect items) within 7 days from receipt of products.
You may be requested to send us a photo of all the products you have received.
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 email us at CustomerCare_MYSTORE@suntory.com within 7 days from date of receipt to report on the issue. Except for incorrect or damaged products delivered, all returns and cancellations will not be entertained. We will absorb any additional delivery charge incurred when we re-send you the item. Procedures:

Email us at CustomerCare_MYSTORE@suntory.com to report on the issue 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 even if there's no damaged, missing or incorrect item?

Such returns and cancellations will not be entertained.

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 do not allow order cancellations. If you would like to check on the shipping status of your order, please email us at CustomerCare_MYSTORE@suntory.com and our customer service officer would be glad to help with your request.

What is the return procedure?

Except for incorrect or damaged products delivered, all returns and cancellations will not be entertained.

Refund

Except for incorrect or damaged products delivered, all returns and cancellations will not be entertained. Hence, refund is not allowed except for incorrect or damaged products delivered.

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. Members would also receive special offers from time to time, and be informed of our latest product promotion, events and happenings through our ad-hoc e-newsletters.

How do I become a BRAND'S®WORLD member?

You can become a BRAND'S®WORLD member automatically upon making a purchase from this site.

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 exclusive promotions or events, you need to have at least purchased once from BRAND'S® World in the current or previous calendar year.