Frequently Asked Questions

Find answers to your most common questions in our FAQ section. Get detailed information about our products, policies, and everything you need to know!

Subscribe & Save

Can I add a discount to my product subscription? 

Subscribe & Save orders enjoy a 10% off for every repeat order. You cannot add a discount or offer to Subscribe & Save orders. 

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.

Loyalty Program

Do you have a loyalty program?

Yes, we love to reward our loyal customers! You can read more about B&B Rewards Lab here.

How do I use my Lab Points?

Log in and go to Rewards on the navigation panel, a pop up will appear from the right bottom of the page. You can view points and claim rewards from there.

Product Use & Storage

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 the 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 months i.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). 

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. 
  • Singapore: 3 - 6 working days. 
  • Brunei: 6 - 10 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 6.00 or free if order is above SGD 100.00.   
  • Brunei: BND 15.00 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?

Yes. Email us at service@bb-labs.com if your delivery address is not in Malaysia, Singapore, or Brunei.

We offer a hassle-free shopping experience for customers in Malaysia, Singapore, and Brunei, with all duties, taxes, and fees already included in the price. 

For other countries, you are responsible for any import duties or taxes charged by your country, as well as any carrier- and customs-related fees. Please note that international shipping may sometimes be delayed due to unforeseen circumstances and customs clearance processes.

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? 

Subscribe & Save

We accept the following payments for Subscribe & Save for Malaysia, Singapore, and Brunei:

Credit cards (Visa/Master) and PayPal


Non-Subscribe & Save

We accept the following payments for non-Subscribe & Save checkouts for these countries:

Malaysia: Credit card (Visa/Master), Debit card (Visa/Master), DuitNow, FPX, ShopeePay, GrabPay, PayPal, ApplePay and more.

Singapore: Credit card (Visa/Master), Debit card (Visa/Master), PayNow, PayPal and ApplePay.

Brunei: Credit card (Visa/Master), Debit card (Visa/Master), PayPal and ApplePay.

Can I choose the currency I pay in?

The product price is displayed in your local currency, but checkout will be processed in MYR according to the current exchange rate.

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 and so on. Check out the Offers page to see what discounts or offers we are currently running and their terms & conditions. Discounts and offers cannot be used on Subscribe & Save orders. Some discounts or offers cannot be combined with other discounts or offers (e.g. Lab Points with Subscribe & Save).  If the promo code cannot be applied at checkout, please double check your order to see if it meets all the terms & conditions of the discount or offer. 

Returns & Exchanges

Do you offer exchanges, returns, or refunds? 

For hygiene reasons, exchanges, returns, or refunds are not allowed. If you are facing issues using the product, reach out to us at service@bb-labs.com.