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 24hrs, please contact Customer Service at hello@bonotox.com.my

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 concurrently 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 at hello@bonotox.com.myPlease 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.my  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.my

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 ship internationally?

We currently do not ship to other destinations outside of Malaysia, but we’re working on it!

What are your delivery options and how much is shipping?

We offer Standard Delivery at a flat shipping fee of RM5 for delivery within Peninsula Malaysia and RM15 for East Malaysia. Free shipping is available for orders above RM150 within Peninsula Malaysia.

You will receive an email with your tracking information once your order has been shipped. Please note that it may take up to 24-48 hours for your tracking information to update. Delivery times are based on orders placed before 12pm MYT. You will receive an email with your tracking information once your order has been shipped.

Order processing and shipping are done only on weekdays (not including Malaysia public holidays).

When will my order ship?

Your Estimated shipping timeline:

  • Peninsula Malaysia : 5-7 working days
  • East Malaysia: 6-9 working days

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. Shipping may take additional time during sale periods, holidays and extreme weather events. Address cannot be changed once order is paid, Bonotox is not liable for wrong address in the invoice.

Where will my order ship from?

All BONOTOX orders ship out from Malaysia.

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 return and exchange policy?

Bella Notion allows for returns and exchanges if you 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 Notion.

Please be aware that we must receive returns within 15 days of delivery – this is irrespective of your chosen payment method.

An approved refund can come in the form of:

Refund via the original payment method, which may take up to 10 working days.

What if my item was missing, incorrect, damaged, or faulty?

We are 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.my 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
Please do not dispose of or throw away any of the items you're writing in about! Bella Notion has the right to collect the product if necessary. If the item is in stock, we will arrange for a replacement. Otherwise, a refund will be issued to you.

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.my 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
Our Customer Service Team may also ask for:
  • A full view photo of your store receipt (if applicable);
  • Photos of the product; and
  • Photos of the affected area
Since different skin types and conditions may react differently to our products and brands, we always suggest reviewing the listed ingredients of products to help you identify any sensitivities with certain ingredients.

PAYMENT

What kind of payment method do you accept?

We accept the following payment options :
Credit Card - We accept Visa/Mastercard/AMEX

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.my

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.my/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

How do I earn BBT points?

There are now more ways to earn points! Points can be earned regularly through the following ways:

  • Every RM1 spent = 1 point*
  • Refer a friend (purchase) = RM15 voucher (no minimum purchase). Referred friends gets RM15 voucher with minimum RM150 spend.
  • Bonus points (during Promotion)
  • Birthday Month = +200 points

There are also one-time bonus points for the following actions:

  • Follow @bonotoxbeauty on IG = +50 points
  • Follow @bonotoxbeauty on FB = +50 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.my 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
-200 Points Free Shipping Voucher
-600 Points RM30 Cash Voucher
-900 Points RM45 Cash Voucher
-1200 Points RM60 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.my. 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.

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