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!

You may reset your password with the following steps:

1. Click on "Forgot your password?"
2. Enter at least 2 of these information (your Member Code and/or your NRIC/ID Number and/or Email/Mobile Number)
3. Click "Submit"
4. You will receive an OTP verification to your email/mobile number.
5. Upon successful verification, you will be prompted to set a new password for your EXS account.

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000] and we will get back to you within one (1) business day.

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000] and we will get back to you within one (1) business day.

Pass Holder

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000], to request for an update of residential address and pay-out region. We will get back to you within one (1) business day.

You will need to provide the documents below for the update.

1. A local mobile number; and
2. Any one of the following proof of local residence documents with a clear indication of your name and address:
   • Identity Document;
   • Bank statement;
   • Phone/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!

Visitor

If you only intend to make a one-off purchase, you may do so on our Online Store. Purchases of our products may be restricted depending on your pay-out region. Cross-Region Purchase Policy* may apply.

* Cross-Region Purchase Policy

Online Store

Skin Care (DR’s Secret & Aestier)

• Purchase is not allowed.

Non-Skin Care

• Purchase is not allowed for products that are available in own region.
• Purchase is limited to maximum count of 20 for products that are not available in own region.

*Maximum purchase across all categories = 20 items (online + offline purchase) per region per calendar month.

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. AU00000000] and we will get back to you within one (1) business day.

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. AU00000000].

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. AU00000000]. We will review and assess each case and get back to you with the outcome!

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. AU00000000] and reason for this change.

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

We are sorry to see you leave! You may terminate your membership with the following steps:

Using BWL App

1. Log in to your EXS account provided
2. Tap on the "Me" icon
3. Select "PROFILE"
4. Scroll down to Account Termination and Click "Request for account termination"
5. Complete all fields and Click "Terminate my account"

Using BWL Website

1. Log in to your EXS account provided
2. Select "MY ACCOUNT"
3. Scroll down to Account Termination and Click "Request for account termination"
4. Complete all fields and Click "Terminate my account"

Thereafter, our customer service team will notify you with the outcome.

Membership reinstatement is only applicable to inactive BBM or higher rank. You may reinstate 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. AU00000000], and we will get back to you within one (1) business day.

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.

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.

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 customer service team with the following diagnostics information:

1. Member Code (e.g. AU00000000);
2. Brief description of issue(s) faced;
3. Platform(s) used (iOS/Android/PC).
4. Phone Model and app version.

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

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

1. Member Code (e.g. AU00000000);
2. Brief description of issue(s) faced;
3. Platform(s) used (iOS/Android/PC).
4. Phone Model and app version.

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

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!

Using BWL App
You may access other important information (eg. price list, member handbook and etc.) 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

Delivery timeframe includes the packing of your order upon confirmation.

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

Unfortunately, you will not be able to receive the online order(s) made the next day. Standard delivery will be made within 10 business days.

Once shipment is uplifted, an SMS or email notification will be sent to receiver on the estimated delivery date.

Our deliveries are on weekdays from Monday to Friday, excluding Public Holidays.

Once your order has been processed and the shipment is uplifted, you will receive an SMS or email notification with a link to your preferred delivery options.

The link will lead you to these delivery options:

• Self-collection Points
• Schedule My Delivery
• Alternate Address
• Vacation Hold
• Leave in Safe Place Options

1. Select "Self-collection points"
2. Select your preferred collection point from the given options
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.

Once your order has been processed and the shipment is uplifted, you will receive an SMS or email notification with a link to your preferred delivery options.

The link will lead you to these delivery options:

• Self-collection Points
• Schedule My Delivery
• Alternate Address
• Vacation Hold
• Leave in Safe Place Options

1. Select "Schedule My Delivery"
2. Select your preferred collection point from the given options
3. You will receive a confirmation of your choice

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.

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

You may change your delivery address with the following options:

Option 1
Once your order has been processed and the shipment is uplifted, you will receive an SMS or email notification with a link to your preferred delivery options.

The link will lead you to these delivery options:

• Self-collection Points
• Schedule My Delivery
• Alternate Address
• Vacation Hold
• Leave in Safe Place Options

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. AU00000000] and Order number [e.g. AUCB20xxxxxxxx] to our customer service team. We will get back to you within one (1) business day.

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

You may track your delivery with the following steps:

1. Log in to your EXS account provided
2. Go to "Order History" and click on your Order Number
3. Click on your Shipping Tracking Number to be redirected to the tracking page

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 customer service team with your Member Code [e.g. AU00000000] and Order number [e.g. AUCB20xxxxxxxx].

We will get back to you within one (1) business day.

We are so sorry for the order mix-up.

Kindly drop us an inquiry (select "Products and Order" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000] and Order number [e.g. AUCB20xxxxxxxx] within seven (7) business days upon receipt of your purchase.

We will get back to you within one (1) business day.

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 customer service team with your Member Code [e.g. AU00000000] and Order number [e.g. AUCB20xxxxxxxx].

We will get back to you within one (1) business day.

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. AU00000000)
2. Your Order number (e.g. AUCB20xxxxxxxx)
3. The product name of the defected item (e.g., DR's Secret Toner)
4. Photo of the product, LOT number, expiry date and brief description of the issue
   [Note: Please attach and send this to us when our customer service team has replied to your query via email]

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

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.

For Option (a), you must reach out to us within seven (7) days upon receipt of your purchase should you wish to exchange or refund.

For Option (b) & (c), you must reach out to us within fifteen (15) days upon receipt of your purchase should you wish to refund.

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

1. Member Code (e.g. AU00000000)
2. Online order number (e.g. AUCB20xxxxxxxx)
3. Reason for exchange and/or refund

Condition of product(s)
Refund for option (a) – Kindly return the defective product(s) in its original packaging with the original tax invoice.

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.

All returned products should match the batch number of the products which were originally shipped.

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 credit card refunds within three (3) weeks upon approval, following the receipt of the completed Product Feedback Form and/or Amendment Form from you.

Any refunds made will be subjected to processing fees. These include:

1. An administration fee of A$30; and
2. 5% original credit card charges calculated based on the returned products’ price; and
3. Actual shipping charges incurred.

All refunds will be made in Australian Dollars.

For online orders: We accept payment via Mastercard, Visa, Paypal, JCB, Alipay, UnionPay and EXS wallet.

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.

Kindly drop us an inquiry (select "Products and Order" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000]. We will get back to you within one (1) business day.

Kindly drop us an inquiry (select "Products and Order" under inquiry type) to our customer service team with your Member Code [e.g. AU00000000]. We will get back to you within one (1) business day.

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"