FAQs
ORDERS
What do I do when items in my bag are Out of Stock?
In the event that your item is unavailable, please click 'Remove' located under the specific item. This will not affect the rest of the items in your bag.
Why does my Order Status show “payment pending”?
Most payments are processed immediately. You may check your bank or card provider to see if the payment has been deducted from your account.If the order status does not update within 24 hours, please contact Customer Service at hello@bonotox.com.sg .
I am having issues using the coupon/voucher code
Please check the terms and conditions of the voucher regarding redemption eligibility (expiry date, exclusions, etc) and to see if it's applicable to the items in cart. Please note that coupons cannot be used in conjunction with other discounts/promotions and loyalty rewards redemption.
Can I amend my order after it has been confirmed and paid for?
Once you've placed your order, we are unable to make any changes, additions, cancellations or amendments. Our systems are automated and changes may cause delays or mix-ups in the preparation of your order. We highly suggest that you review your bag before checking out. If your order has already been processed/received and you wish to return an item, please contact our Customer Service team. Please do not re-create your order to prevent duplication.
Do you process orders during Public Holidays?
Our warehouse is closed during Public Holidays, your orders will be processed on the next working day.
One of my order items is missing! What can you do about it?
We are so sorry about this. Sometimes, your order may have been split into two (or more) shipment. Please check your email inbox to see if we have sent you additional information about this. If you have checked your emails and your items are indeed missing, drop us a line at hello@bonotox.com.sg and we'll look into it to ship your order to you ASAP.
What happens if I receive an incorrect product/order?
We pick and pack all orders with the utmost care however, as each parcel is prepared manually, errors can occasionally occur. If you have received the wrong product or parcel, please email to hello@bonotox.com.sg .Please ensure you have included the following information:
- the email address you used to place your order
- your order number
- details of the item(s) missing from your order
- a clear picture of the invoice and products received.
SHIPPING
Do you offer free shipping?
We offer the following
- Complimentary domestic shipping for all orders above SGD100. A flat fee of SGD2.50 is applied on all orders below SGD100.
- Complimentary USA shipping for all orders above USD185 (SGD250). A flat fee of SGD65 (USD50) is applied on all orders below USD185 (SGD250). Kindly note that you will need to bear all relevant custom/duties in USA.
Do you ship internationally?
We currently ship to Singapore and United States. We are working on adding more destinations, stay tuned!
Will I be charged custom duties and taxes?
It is possible. Any order placed for delivery outside of Singapore could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods. As we do not have control over these charges, we are unable to advise what the cost may be.
When will my order ship?
Orders for Singapore will take about 5 business days to reach you. Orders for USA will take about 10-12 business day to reach you. Kindly take note.
Once your order has shipped, you will receive a shipping confirmation email with tracking information enclosed. Please note that it may take up to 24-48 hours for your tracking information to update.
In light of COVID-19, deliveries may take longer than usual to arrive.
Where will my order ship from?
All BONOTOX orders ship out from Singapore.
Do you deliver orders during Public Holidays?
Our delivery service is closed during Public Holidays, your orders will be delivered on the next working day.
RETURN & EXCHANGE
What is the refund process?
Before attempting to return an order you will need to contact our customer service team at hello@bonotox.com.sg to request a Returns Authorisation Number. Without this number, it can be difficult to process your return which might result in longer refund process. For approved refund, BONOTOX may provide a refund via the original payment method. Refund by payment method may take minimum 10 working days.
What kind of refund can I get?
An approved refund can come in the form of:
- Refund via the original payment method, which may take up to 10 working days.
What is the return and exchange policy?
Bella Tech allows for returns and exchanges if you've changed your mind about a product, find a defective product, or have experienced an allergic reaction to a particular product.
All returns (except returns due to allergic reactions) are subject to a 15-day exchange policy upon receipt of order, with the following terms and conditions:
- Item must be in its original purchase condition.
- Packaging must be unopened, unused, unmarked and not defaced in any manner.
- Items purchased as part of a set or a multi-item pack must be returned as a whole set.
- This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.
- For online orders, shipping costs associated with the return of the product will not be covered by Bella Tech.
- To obtain a Returns Authorisation Number to track return before shipping.
What if my item was missing, incorrect, damaged, or faulty?
We're sorry you received a parcel with damaged, incorrect, or missing items/rewards! Let us know by contacting our Customer Service Team at hello@bonotox.com.sg so that we can make things better. Please state at the subject the issue as 'Missing Item', 'Wrong Item', or 'Damaged / Expired Item'.
Please also include the following details in your form:
- Image of the Item/Parcel(s) received
- Name of Item
- Order Number
What do I do if I had an allergic reaction?
If you've experienced an allergic reaction with one of our products, please write in to hello@bonotox.com.sg to arrange either a return or an exchange here. Your input will help us communicate to the brand involved and find an appropriate solution! In your message to our Customer Service Team, please include:
- Your order number/ name of the store the item was purchased from;
- The full name of the product that caused an allergic reaction; and
- A detailed description of the symptoms experienced
- A full view photo of your store receipt (if applicable);
- Photos of the product; and
- Photos of the affected area
PAYMENT
What kind of payment method may I use?
You can pay via Paypal, Visa, Mastercard, Maestro and American Express. Apple Pay and Google Pay is also accepted. You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer. We do this to ensure that our customers are safe while they shop.
Will I be charged Sales Tax?
Any orders placed for delivery outside of Singapore could result in import duties and taxes (including Sales Tax) and this falls under the discretion of local customs office. Any such additional charges must be borne by you. We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country. Please note, cross border shipments may be subject to opening and inspection by customs authorities. In respect of all goods dispatched to you and outside of Singapore, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered.
I made a payment but I haven't received any confirmation
Most payments are processed immediately. Check with your bank or card provider to see if the payment has been deducted from your account. If the order status does not update within 24 hours, please contact Customer Service at hello@bonotox.com.sg .
BONOTOX BEAUTY TREATS
What is BONOTOX Beauty Treats?
BONOTOX Beauty Treats (BBT) is a membership loyalty program that allows you to earn points, redeem rewards, receive member exclusive gifts and promotions. Signing up is free.
How do I sign up as a BBT Member?
Register for a free account at https://www.bonotox.com.sg/account/register using your e-mail address and set your account password. You will receive an e-mail to activate your personal BBT account. Once activated, login with the same e-mail and password created and start shopping!
Where is BBT membership available?
The membership is only available when you create an account on www.bonotox.com.sg for Singapore and www.bonotox.com.my for Malaysia. We are working on activating the program for other regions. Thank you for your patience.
How do I earn BBT points?
There are now more ways to earn points! Points can be earned regularly through the following ways:
- Every SGD$1 spent = 1 point*
- Refer a friend (purchase) = S$5 voucher (no minimum purchase). Referred friends gets S$5 voucher with minimum S$50 spend.
- Bonus points (during Promotion)
- Birthday Month = +100 points
There are also one-time bonus points for the following actions:
- Follow @bonotoxbeauty on IG = +25 points
- Follow @bonotoxbeauty on FB = +25 points
How do I check my BBT points balance?
Checking your point balance is quick and easy! Simply log in to your account and click on the icon at the bottom right to view your points.
How long does it take for points to be credited to my account after making an online purchase?
It takes up to 3 working days after your order has been delivered for the points to show up in your account.
Discrepancies in your points balance?
Don't worry, we've got you! Contact our Customer Service Team at hello@bonotox.com.sg and input ‘Points' in the subject and your account name, purchase details and contact number.
What can I redeem with my BBT points?
Points are redeemable for Free Shipping or Cash Voucher.
| Points Requirement | Reward |
| -100 Points | Free Shipping Voucher |
| -200 Points | SGD10 Cash Voucher |
| -300 Points | SGD15 Cash Voucher |
| -400 Points | SGD20 Cash Voucher |
How do I redeem my BBT Rewards?
Rewards are available for redemption online. Simply log in to your account and click on the icon at the bottom right to view your eligible rewards and click on ‘Redeem’. A unique promo code will be provided for you to key in at checkout for your purchase.
Can I use my vouchers during promotion?
Our vouchers can be redeemed to purchase any products on www.bonotox.com.sg. However, vouchers cannot be used in conjunction with any promotions and cannot be exchanged to cash.
Can I transfer my vouchers to my friends or family?
The rewards or vouchers are tagged to your BBT account. You will need to log into your account to redeem the rewards.
What are Terms and Conditions for the rewards?
- Unlimited redemption for the reward, as long as a member qualifies for it
- Reward may not be applicable in conjunction with other promotions and discounts
- Rewards can only be redeemed in the country/ region of your BBT registration
- The rewards on offer are subject to change, alteration, or termination by BONOTOX at its sole discretion at any time. Please also refer to the BONOTOX Beauty Treats Terms and Conditions here.
Can I earn points across other shopping platform such as Lazada or Shopee?
Unfortunately BBT program is only available for purchase on www.bonotox.com.sg and www.bonotox.com.my. But we are working on it. Stay tuned!
When do my points expire?
Points will expire every year on 31st August. Any unused point will be deleted and reset.
Will I get notified when my treats are near expiry?
Yes, you will receive an email one (1) month before points are about to expire, as a reminder to make a spend or redemption activity.
OTHERS
Are your products authentic?
Yes. We work directly with the brands to ensure that all products we sell are authentic.
Can I get a list of ingredients for a product?
Yes, you may see the ingredients per product page under Ingredients.
Is my product expired?
Your satisfaction is important to us, and we will never sell you an expired product. Products purchased on BONOTOX will be marked with either an expiry date, or a manufacturing date. Products with a manufacturing date are usually safe to use for two years from this date. Please check each individual product for more details.