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 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.

image for reference

image for reference

Kindly drop us an inquiry (select "Commission and Membership" under inquiry type) to our customer service team with your Member Code [e.g. BN00000000] 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. BN00000000] 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. BN00000000], 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. BN00000000] 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. BN00000000].

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. BN00000000]. 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. BN00000000] 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. BN00000000], 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. BN00000000);
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. BN00000000);
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 this information (e.g. 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 timeframes include the packing of your order upon confirmation.

More about Standard Delivery:
We will deliver your online order 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 14 business days.

Delivery will take place between 9am to 6pm, Monday to Friday (except Public Holidays).

No.

We deliver region-wide!

We do not provide self-collection services in Brunei.

You may contact Skynet customer service for the reschedule.

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!

You may contact Skynet customer service to authorise to leave at door.

You may change your delivery address with the following options:

Option 1
You may contact Skynet customer service.

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. BN00000000] and Order number [e.g. BNCB20xxxxxxxx] 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.

We deliver only within Brunei.

You may track your delivery with the following steps:

1. Click on courier’s link provided in the SMS
2. Key in the tracking number provided

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. BN00000000] and Order number [e.g. BNCB20xxxxxxxx].

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. BN00000000] and Order number [e.g. BNCB20xxxxxxxx] within seven (7) 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. BN00000000] and Order number [e.g. BNCB20xxxxxxxx].

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) days upon receipt of your purchase with the following information:

1. Member Code (e.g. BN00000000)
2. Your Order number (e.g. BNCB20xxxxxxxx)
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.

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.

You must reach out to us within seven (7) days upon receipt of your purchase should you wish to exchange or 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. BN00000000)
2. Online order number (e.g. BNCB20xxxxxxxx)
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 two (2) 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 S$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 Singapore Dollars.

For online orders: We accept payment via Mastercard, Visa 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. BN00000000]. 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. BN00000000]. 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"

We recommend that you start by completing a skin quiz on our website. You will receive a recommended routine at the end of the quiz and be assigned to a skin buddy (an independent sales rep and real user) who can further help to customise your skin care routine and guide you on how to use the products.

Yes, we highly recommend all users, especially new beginners to be attached to a skin buddy. The skin buddy is an independent sales representative and an experienced user of DR's Secret who has used the products to achieve healthy glowing skin.

With good experience and product knowledge, the skin buddy is able to help you customise your skin care routines and guide you on product application to achieve the best results for your skin.

If you should feel lost or have any questions at any point in time, feel free to share with your skin buddy and work closely together to achieve your desired results.

In general, you should see noticeable improvements approximately 1 month after consistent application. Our skin cells require at least 28 days to go through a full renewal cycle (this period may extend with age) and we encourage consistent use for 3 to 6 months to see significant results.

Individual results may vary depending on your current skin condition. Those with more severe skin problems would need more time and those with a good skin foundation might notice results in a matter of weeks.

In the long run, you should be able to witness skin that is healthier and rejuvenated.

DR's Secret products are formulated to be suitable for most skin types. A skin buddy is recommended to help assess your skin and customise a skin routine that best suits your current skin condition.

If you are concerned about sensitivity, make sure to do a sensitivity test first by applying the product at the back of your ear or the inside of your arm to detect any signs of reaction or allergy. This can help reduce the chance of irritation. If you are allergic to certain ingredients, always check the product label.

Our skilled formulators pay meticulous attention to ensure the synergy between active ingredients so that they work in seamless harmony with your skin's natural processes. This means that products are formulated to work well with each other for complementary effects and boosted results.

For best results, we do not recommend mixing with other skin care brands and products, especially for beginners. You may also consider starting your routine with our starter kits.

Your skin buddy will also be able to quickly recognise the issue should any reaction occur and provide a quick solution. This process might be slowed down should other products be mixed into your routine as it might be difficult to determine the cause.

Yes, you may purchase individual products to try them out before committing to a full range.

For a start, we recommend that you try our Starter Kits and work towards a full routine from there.

If you would like a more complete experience, we recommend getting a more customised solution from your skin buddy (an independent sales representative and real user) who can further help to assess your skin and guide you on how to use the products.

Just like how our body weakens when we stop feeding it with sufficient nutrients, the condition of our skin will naturally decline without proper care and maintenance, or if skin care is stopped.

As our skin is constantly changing and adapting to our environment and age, we encourage you to follow a regular skin care routine with DR's Secret products to maintain the skin at its optimal condition.

Simply layer on each product immediately without waiting for the previous layer to dry. DR's Secret products are formulated to be complementary to each other and there is no problem with layering them on one after another. You can even mix some of these products together as guided by your skin buddy.

The only exceptions are Sunscreen 5 and 5M as you will be able to apply them with greater ease when skin is less wet. After you have completed your daytime routine, allow your skin to absorb for a few minutes before applying sunscreen.

Our products are generally safe for pregnant women and we've had many pregnant ladies use our products. However, as each individual's condition is different and every pregnancy is unique, we will recommend that you check and get your doctor's opinion for a peace of mind. If you are allergic to or concerned about certain ingredients, always check the product label.

The skin area around the eye is delicate. Applying strong ingredients may cause irritation and too much nutrients around the eye area may cause excessive burden and promote the growth of fat granules (milia). We recommend to avoid using Moisturizer 6, Spot Serum 8 and Skinlight T3 around the eye area. We strongly recommend the use of Aestier Eye Cream, which is specially formulated for your eye area.

Care should be exercised when skin care products are used near the eye area. In case of accidental contact with the eye, rinse with plenty of water immediately.

Additional information:
Moisturizer 6: Rich and heavy texture may clog the delicate skin around the eye area and cause milia seeds.
Spot Serum 8: It contains active ingredients targeting blemish areas on the skin, which may cause irritation around the eye area.
Skinlight T3: It contains AHA and BHA which may cause irritation around the eye area.

Other than product efficacy, product safety is also our top priority. You may refer to the article: Are DR's Secret products and ingredients safe? for details on how we ensure product safety from formulation to manufacturing to quality assurance.

No, we do not use ingredients containing hormones or steroids in our products.

Our products are tested annually by SGS Taiwan Ltd. for hormones, steroids and a panel of 300 odd western drugs to ensure that no contaminants are present in our product formulas.

DR's Secret products are focused on encouraging the skin's natural renewal process instead of providing a quick surface fix. That is why visible changes may be observed after a period of use. This period is dependent on the individual's current skin health and degree of skin damage, and thus varies.

Yes, DR's Secret products are safe to be used long term. Many of our users have been with us since the founding days of our brand and are still using DR's Secret products today.

Our products do not cause the skin to become thinner. As we age, our skin renewal rate slows down. DR's Secret products help to remove dead skin cells, oil and dirt that have accumulated on the skin surface, increasing skin renewal rate and uncovering natural skin glow.

Our customised routines also focus on delivering nourishment to the skin and strengthening your skin barrier. When used correctly, the routines help to keep the skin's normal exfoliating process active without thinning the skin.

No, DR's Secret ingredients are carefully selected from the best of nature and scientific innovation to provide safe and effective skin solutions that produce results.

It is important to stress that natural doesn't necessarily mean better. The source of an ingredient does not determine its safety profile. Factors such as quality and purity of ingredients, the dosage used, formula compatibility, the final product form need to be assessed as well.

While we select from high quality natural ingredients, synthetically-derived actives may be used when they could do better in delivering safety and performance.

Apart from being functional, we care about the skin care experience. Some of our products do contain fragrance or natural essential oils to enhance the user experience and make skin care more enjoyable. Always check the product label before use if you are allergic to certain ingredients.

The use of preservatives is dependent on the product formula and form. Any cosmetic products containing water would require a preservation system against bacteria contamination. This helps to guarantee product safety for human use and a reasonable shelf-life. Product formulas that do not contain water may not require preservatives.

The preservatives used in our formulas are safe and permissible for cosmetic use according to key regulations like the ASEAN Cosmetic Directive and European Commission. It is noteworthy that skin care products usually only require a small amount of preservatives to achieve sufficient protection.

Our products mostly use food ingredients. Hence, taking them with drugs is less likely to cause any adverse effects. However, the efficacy of certain health supplements may be compromised when taken with certain drugs. We recommend that health supplements be consumed at least 2 hours apart from medication to allow our body to absorb both well. We strongly encourage all users who are on medication to consult their health care provider before taking any health supplements. If you encounter any adverse reactions, please stop consuming the products immediately and consult your health care provider.

We do not encourage users to increase or decrease their dosages too drastically from the recommended intake. We recommend that you seek the advice from your health care provider before making any changes in the dosages.

Depending on your health condition, product effects may vary with individuals. Generally, users with minor to major discomforts may feel improvements within days or weeks after taking health supplements. For healthy individuals, the differences may not be as obviously felt though your body does benefit from the health supplements. While product effects may be felt on a varying degree, taking health supplements can help to replenish your body with vital nutrients that are needed for maintaining or improving overall health.

Avance health supplements should not cause any side effects. Our supplements do not contain any controlled drugs and each batch of products goes through stringent quality control inspection and safety testing. However, should you experience any allergic or adverse reactions, please stop consuming the products immediately and consult your health care provider. Always read the product label carefully before taking any supplements.

We encourage pregnant women to take LB-30 and Liqui Cal/Mag to replenish nourishment required during pregnancy and support healthy development of the foetus. As each pregnancy condition is unique, we recommend pregnant women to consult their gynaecologist or health care provider before consuming any health supplements.

As there are different types and definitions of vegetarian diets and there may be various reasons for individuals practicing a vegetarian diet, the general term “vegetarian” is used to describe products/foods that are suitable for any one type of vegetarian diets. Please read the ingredient list presented on the labels before consuming.

Our vegetarian-friendly products are:

• Vitamin C (This product contains lactose)
• LB-30 (This product contains lactose and live probiotics)

Product formula may differ slightly regionally, please refer to your product packaging for the most up-to-date product information.

You can mix Juiced! with room temperature water or cold water. Do not mix Juiced! with warm or hot liquids or food as the temperature could affect the SOD-like content and antioxidant activity, reducing product effectiveness.

Yes, you can mix Juiced! with other beverages as long as they are room temperature and below. For individuals facing bloatedness, it is best to avoid mixing Juiced! with carbonated drinks as it may worsen such conditions.

No, it is not necessary to refrigerate Juiced! However, please be reminded to store the product in a cool, dry place and away from direct sunlight.

Juiced! is best taken in the morning before breakfast on an empty stomach. If you are suffering from gastritis related conditions, we recommend to dilute Juiced! before consuming or consume after meals.

For elderly, pregnant or breastfeeding women, we recommend to start with lesser amount and gradually increase based on his/her body's adaption to the product.

As each pregnancy condition is unique, we recommend pregnant women to consult their gynaecologist or health care provider before consuming.

For children below 12 years old, we recommend to dilute and consume in lesser amounts. Do note that children aged below 3 years old should not consume Juiced! as their digestive system is still maturing and are more sensitive.

For regular bowel movements, we recommend to consume 1 sachet a day.

For more severe constipation, you can take up to 2 sachets a day.

For normal supplementation to diets, we recommend to consume 1 sachet once every 2-3 days.

This could be due to insufficient water consumption. Juiced! has high dietary fibre, and the lack of fluids could cause stools to be hard and difficult to pass out.

Always follow with a glass of water after consuming Juiced! and drink up to at least 2L of water a day for adequate liquid intake.

You may notice increased flatulence, stomach churning and urges to pass motion after consuming Juiced! Most people will experience little to no feelings of stomach pain. Effects experienced by individuals may also vary depending on their physical conditions.