FREQUENTLY ASKED QUESTIONS

This page is designed to help you find the answers to questions you may have about our online store and the services and features we offer. We have compiled a comprehensive list of the most frequently asked questions. We hope you will find the answer you require here but if you still cannot find the answer to your question please contact us.

Payment

What credit cards do you accept?
We accept payment by Visa, Mastercard and American Express. Credit cards payments are facilitated securely through PayPal.

What currency do you use?
All our prices are shown in Singapore Dollar. When you pay with a card issued by a country not using Singapore Dollar, your total will automatically be converted to your local currency by our payments processing bank at the currency exchange on the day of your order.

Can I pay by any other method?
If you have a Singapore bank account, you can pay your purchases by internet bank transfer or cheques. However please note it may take up to 3 business days for the payment to be confirmed by the bank. We can only despatch the order when we have received the full payment.

TOP

Ordering & Vouchers

Is it safe to order online?
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

Can I change my order?
Once your order has been despatched, it’s not currently possible for you to change it. To change your order before despatch, contact us as soon as possible at Tel: +65  6733 5782 (11am – 830pm, 7 days, Singapore time) or email us at orders@budcosmetics.com.

Do you sell gift vouchers or gift wrapping service?
We offer gift vouchers for any denomination of SGD$10 or over from our Gift section. Simply enter the amount of vouchers you wish to purchase in the quantity box. We also offer a gift wrapping service, simply indicate at Checkout.

Can I add a message to my gift order?
This service is available during checkout. Simply select the option to add Gift Wrapping at checkout and you will be able to enter your personalised message (up to 250 characters). Your recipient will receive your message in a hand-written card attached to your gift order.

I forgot to use my Voucher or it did not work.
Unfortunately we are unable to amend your order if a discount or gift voucher code was not originally applied at checkout. Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code contact us before placing your order as we cannot apply a voucher code after an order has been placed.

Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.

We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day.

If you place multiple orders within a short period of time, your orders may be consolidated. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay once and we will send you a confirmation e-mail to advise there is more than one parcel.

Please see our Shipping section for more information on how long it should take to receive your order.

TOP

 

Delivery

What are your delivery charges?
Please see our Shipping section for full details of delivery options and rates.

Can I pick up my order from your stores?
Yes it is possible for you to pickup your order from any of our stores in Singapore. Please inform us at checkout.

Do I have to pay import charges if I am buying from outside of Singapore?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Which courier company do you use?
We use a large network of couriers to deliver goods within Singapore and internationally. We choose the most appropriate courier depending on the size and weight of your order.

What will happen if I am not in when you deliver my parcel?

The courier will leave you a card informing you that delivery has been attempted or they will contact you by phone to re-arange delivery.

TOP

Returns & Exchanges

Can I return the goods I have received?
Bud Cosmetics will your offer a refund on unopened items returned to us within 14 days of receipt provided they are in their original resalable condition. Simply return the item(s) to Bud Cosmetics in their original condition within 14 days of receipt following our Returns procedure.

NOTE: Products on Special Offer cannot be returned. For reasons of hygiene, eye, lip and products for intimate use are non-returnable unless they remain sealed or are faulty.  Examples of such items include mascaras, eye shadows, eyeliners, lipsticks, lip balms, lip glosses, deodorants and products for intimate use.

What if I want to cancel my order?
You have the right to cancel your order within 7 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise please see our Returns section.

How do I return my goods?
The procedure for returning goods to us is straightforward and is clearly explained in our Returns policy. Please see our Returns section and our terms and conditions for full details.

Can I return my goods in person to your shops?
Yes you may return the items to any of our stores in person.

Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item(s) free of charge.

Why have you not refunded the delivery charge?
Delivery charges are non-refundable.

There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name, contact number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.

Can I exchange an item?
Currently we do not offer product exchanges.We only replace items if they are defective or damaged. If you need to exchange it for the same item, please inform us via email at orders@budcosmetics.com.

Can you confirm my return?
We usually process a return with 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. We do recommend that you send your return by a secure postage method, such as registered mail. This way you will be able to trace your delivery through the carrier that you used. If it has been more than 3 working days since we should have received your return please, contact us.

How long will it take to receive my refund?
Your payment for the goods will be refunded by Bud Cosmetics as soon as possible by the original or agreed payment method, no later than 14 working days after we have received the goods.

TOP

Products

I need more information about a product.

We include as much information as possible about a product on the product description page itself. Detailed information like product ingredients or brand policies can be found clicking on the relevant link. If you need more detailed information, please contact us at orders@budcosmetics.com.

How long is the shelf life of your products?
We keep small amounts of stock to ensure maximum product freshness and we purchase our products directly from the manufacturers or authorised distributors to provide you with the latest available stock. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 9 months from purchase, though most of our products will have longer expiry dates than 9 months.

The product I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

Are all your organic and natural beauty products sealed?
All products are sent to you in exactly the same conditions we received them from the manufacturers. The products are delivered directly to you in exactly the same condition as we receive them from the manufacturers or distributors so there is no opportunity for them to be tampered with before you use them. Please note not all manufacturers seal their products, or come in a separate box packaging.

Are all the products you sell organic?
Bud Cosmetics offers a variety of brands, each with their own formulation philosophies that range from 100% organic to simply natural. Though not all products we carry are 100% natural, organic or organic certified, we avoid all the toxic chemicals known to be harmful such as parabens, SLS, UREA, Phthalates and many more and we provide comprehensive information about each brand and product and its complete ingredients list on our website so customers can make an informed choice.

Are all the products you sell cruelty free?
Bud Cosmetics operates a cruelty-free products policy. None of our brands conduct animal testing during product development. However, some of our cosmetics may contain carmine, an extract taken from the shells of the red cochineal beetle and we accept it because it’s the only 100% natural and non-toxic red pigment ingredient available.

TOP

 

Skin Sensitivities

Can I use products from Bud Cosmetics if I have sensitive skin?
Bud Cosmetics only stocks reputable organic beauty brands, free from the most common allergens such as SLS, artificial colours and fragrances. However, everyone’s skin is unique and it would be impossible for us to predict about how your skin will react. Some people may find they are sensitive to natural ingredients such as essential oils or fruit extracts found in natural products and for this reason we display the full product ingredients within the product page of our website to enable customers to make an informed choice before purchase. Even the most ‘gentle’ ingredients can cause a reaction in certain people’s skin so we recommend patch-testing a small amount of the product on the inside skin of the wrist area to ascertain its compatibility.

How do I carry out a patch test?
The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.

What if I have an allergic reaction to a product?
If you have carried out a patch test, as explained in how do I carry out a patch test, and have experienced an allergic reaction, please do not use the product under any circumstances and consult your doctor inmediately.

Can I use Bud Cosmetics products if I am pregnant?
Some of our products contain essential oils which would not be suitable during pregnancy or whilst breast feeding. We have highlighted products which are suitable for use during pregnancy for most mothers, however please consult your doctor for further advice if you should use the products.

TOP

 

Bud Cosmetics Services

What does Bud Cosmetics offer?
Bud Cosmetics is organic specialist retailer offering the best of natural and organic personal care products for everyone in the family, including pets! We stock a unique collection of the best natural and organic skincare, make up, fragrance, toiletries and gifts available today, carefully chosen for their purity, innovation, efficacy and integrity.

How do you choose your brands?
We simply search all over the world for the purest and most effective organic skincare available today. When we find a brand that meets our criteria, we carefully check the full list of ingredients, ethical credentials and production methods utilized. We only stock brands that pass our rigorous criteria for quality and production and we are not affiliated with any of the brands we stock.

Do you have a shop?
Yes we have retail outlets in Singapore which you can test, smell and feel the products, as well as speak to our consultants to help you choose the best products to match your needs. Check Our Stores section for the closest outlet to you.

Do you have a catalogue?
Bud Cosmetics does not print catalogues and operates an environmental policy which minimises paper printing and waste. You can find all our products and detailed information listed in our website.

Do you sell wholesale?
Yes, we are the Singapore distributor for a few brands we offer. If you are interested in selling the products, simply email us at info@budcosmetics.com.