We'd Love to Hear From You
Have a question, need assistance, or just want to say hello? Our team is here to help. Get in touch with us through any of the options below — we’ll respond as soon as possible.
Reach Us
Corporate Office:
Malaysia
31-2, Block D1, Jalan PJU 1/41, Dataran Prima, 47301 Petaling Jaya, Selangor, Malaysia
Singapore
111, North Bridge Road, #20-05, Peninsula Plaza, Singapore 179098
Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday, Sunday & Malaysia Public Holidays: Closed
Message Us
Prefer to Write to Us?
Business Enquiries
Interested in selling our products?
Write to: service@bb-labs.com
Let’s explore opportunities to grow together.
Frequently Asked Questions
Product Use & Storage
What makes B&B Labs skincare different?
Our products are powered by E-Cology Plus+, a unique complex of pre-, pro- and postbiotics blended with Asian botanicals like durian and mangosteen to support your skin’s natural microbiome and barrier health.
Why is microbiome-friendly skincare important?
About 90% of our skin cells are actually bacterial. That’s why we don’t just treat the skin — we care for the whole skin ecosystem. By working with your microbiome, we strengthen your barrier and tackle the root cause of skin issues, not just the symptoms.
Are your products suitable for sensitive skin?
Yes. Our formulations are skin experts tested, skin pH-friendly, and free from harsh ingredients like SLS/SLES, parabens, phthalates and artificial fragrances — making them gentle yet effective for even the most delicate skin.
Are your products safe for pregnancy and breastfeeding?
Certainly, our products are safe for use during pregnancy and breastfeeding. You can find the full list of ingredients on each product page. We recommend consulting with your doctor to ensure our products are suitable for your pregnancy journey.
Are your products good for under 18?
Our products are tested on consumers 18+. We suggest chatting with your child's doctor before use to confirm.
What is the shelf life of your products?
Our products are safe to use within 3 years from the manufacturing date. The expiry date is printed on each product. The period-after-opening symbol or PAO symbol is a graphic symbol that identifies the useful lifetime of the product after its package has been opened for the first time. It depicts an open cap with a written number of monthsi.e. 12M indicating good for use for 12 months after the first time opening inside a jar image.
Are your products halal?
Our products are not halal certified, however we refrain from using any animal-derived ingredients (except cruelty-free honey and beeswax in select formulas).
Are your products vegan and cruelty-free?
Yes, all our products are cruelty-free, and are vegan-friendly (except in select formulas where cruelty-free honey and beeswax are used). We never test on animals.
Which skincare products do I need?
Choosing the right skincare products depends on your skin type, concerns, and personal preferences. Start with the daily essentials: a cleanser, treatment essence and moisturiser. Not sure where to begin? Take our 1-minute Skin Quiz for a personalised routine designed just for you.
How long does it take to see results from skincare products?
Skincare is a journey, not a quick fix. Anything too fast may come with unwanted side effects. Visible results depend on both consistency and concern. If you’re treating dryness, expect to see changes in a few weeks. Breakouts? Around 6–12 weeks. Pigmentation or fine lines? A few months or more. Don’t lose heart—your skin is transforming beneath the surface. And if you ever need guidance, our B&B Labs skin experts are just a message away.
Where are B&B Labs products made?
Proudly made in Malaysia, formulated by our in-house skin experts with over 60 years of combined experience in professional skincare and cosmetic science.
How do I store your products?
In general, it's recommended to store skincare in a cool, dry place at room temperature
Order & Shipping
How do I check or track my order?
Just log in to account page. You'll be able to check on all orders made through our website via that page. We also send 2 emails out. An order confirmation email and a shipment email with tracking information to you. Whitelist our email service@bb-labs.com to avoid missing it.
I haven’t received my order confirmation email or shipment email, what should I do?
If you have not received your order confirmation email within 24 hours of making your purchase or shipment email within 2 working days, please check your spam mailbox or drop us an email at service@bb-labs.com with your order number and we'll look into it for you.
How long will my order take to arrive?
See below for the delivery days. All orders are processed for delivery within 1 working day. Once your order is out for delivery, you will receive a shipment email notification with your tracking number. We ship from Malaysia and observe public holidays in Malaysia.
- West Malaysia: 1 - 3 working days.
- East Malaysia: 3 - 5 working days.
- Brunei: 6 – 10 working days.
- Singapore: 3 - 6 working days.
Do you offer free shipping?
Yes. See below for the shipping fees and free shipping requirements.
- West Malaysia: MYR 10.00 or free if order is above MYR 100.00.
- East Malaysia: MYR 20.00 or free if order is above MYR 250.00.
- Singapore: SGD 10.00 or free if order is above SGD 100.00.
- Brunei: BND15.00 or free if order is above BND 100.00.
Do you ship internationally? Is the shipping cost inclusive of customs duties, taxes, and/or fees?
We are working on expanding our shipping options to more countries. In the meantime, if you'd like to purchase our products and your delivery address is outside Malaysia, Singapore, or Brunei, please contact us at service@bb-labs.com for a door-to-door shipping quote.
For Malaysia, Singapore, we provide a hassle-free door delivery experience—no additional duties or taxes.
For other countries, customers are responsible for import duties, taxes, and carrier/customs-related fees as required by their country.
Please note that international shipping may sometimes be delayed due to customs clearance or other unforeseen circumstances.
Can I change or cancel my order after it has been placed?
We process your orders immediately. We are unable to change or cancel orders once they have been placed.
Can I change my shipping address after my order has been placed?
We process your orders immediately. We are unable to modify orders once they have been placed.
What to do if I never received my order?
Please reach out within 30 days if you have not received your order. Beyond that, tracking may no longer work and it is difficult to determine what happened with your order.
Payment & Discounts
What forms of payment do you accept?
We accept Visa Card and Master Card, GooglePay, and ApplePay.
Additionally, we offer:
- Malaysia: DuitNow, FPX, ShopeePay, GrabPay.
- Singapore: PayNow.
Store credits and gift cards can also be used at checkout, where available.
Can I choose the currency I pay in?
Your order will automatically be charged in your local currency at checkout.
Why isn't my discount working?
The terms & conditions of our discounts or offers may vary. Please check to ensure they are still valid when you use them. Some discounts or offers will expire, is for first-time customer use only, is for one-time use only, has a minimum order requirement, is applicable for certain products only, cannot be combined with other discount or offers and so on. Check out the All Products page to see what discounts or offers we are currently running and their terms & conditions.
What is store credit and how to know how much I have?
Store credit is a balance you can use toward future purchases with us. It’s usually given as cashback from your orders, or as a courtesy for returns or promotions.
If you are a returning customer, we have automatically converted your Lab Points into store credits.
Just log in to account page and click on Profile to check your Available Store Credits.
How can I use my store credit?
Your store credit will automatically appear at checkout if available. Simply select it as a payment option, and it will be applied to your order total.
How does it work?
- Spend on any eligible purchase.
- Earn 1% of your order total as store credit.
- Your store credit will be automatically added to your account once your order is completed.
- Store credit is valid for 2 years from the date it’s issued.
How can I apply a gift card?
Enter your gift card code at checkout in the Gift Card or Discount Code field. The amount will be applied to your order total automatically.
Cashback Program
What is the Store Credit Cashback Program?
Our Store Credit Cashback Program lets you earn rewards every time you shop! You’ll receive 1% cashback from every purchase, credited to your account as store credit.
How does it work?
- Spend on any eligible purchase.
- Earn 1% of your order total as store credit.
- Your store credit will be automatically added to your account once your order is completed.
- Store credit is valid for 1 year from the date it’s issued.
How can I use my cashback?
At checkout, your available store credit will appear as a payment option. Simply select it, and the amount will be applied to your order total.
Returns & Exchanges
Do you offer exchanges, returns, or refunds?
Returns and exchanges are only applicable for:
- Wrong items sent
- Defective products
- Products damaged during shipping
- The return request must be made within 14 days from the date of receipt.
- Returns or exchanges are not applicable for change of mind.
For hygiene reasons, opened products are non-returnable and non-refundable. If you experience issues using your product, please contact us at service@bb-labs.com.
Learn more in our refund policy.
How can I submit a return request?
- Login to your account page and select the order from the order history to send us a return request via your account portal on our website.
- We will contact you on your issue if any additional information is needed and instruct on the next steps.
Subscribe & Save
Can I add a discount to my product subscription?
Subscribe & Save orders enjoy an additional 5% off on top of prevailing store discount. Your repeat orders will also enjoy the same store discount as your first order.
What payment method is accepted for subscription?
Only credit cards (Visa/Master) are the accepted payment method for subscription.
Does a product subscription include free shipping?
Your Subscribe & Save order value must meet the free shipping terms & conditions on a per shipment basis. Refer to the free shipping terms and conditions here.
Can I change the day of my next product subscription?
Yes you can. Log in to your account and click on "Manage Subscription" to manage it.
How can I pause, cancel or resume my product subscription?
Login to your account, and go to "Manage Subscription". You can pause, cancel or resume your subscription.