FAQs

Before sending us an enquiry, please check the FAQs below.

General Service Questions

How does the package forwarding work?
The following are the steps to enjoy the forwarding services of bwnexpress.com:

1) You sign up with us and when your registration is accepted you will get a Malaysian address.

2) You can use this address for shopping online on any e-commerce platforms of your choice.

3) The purchases are required to be addressed to the name and IC number you registered with bwnexpress.com for easy tracking.

4) Once shipping has been confirmed by the e-commerce platform, you are required to inform us by:

a. Logging into bwnexpress.com
b. Select the weight and collection / delivery preference of your parcel
c. Review the price and proceed to checkout
d. Before finalizing your order, ensure to provide us with the forwarder detail and tracking number, if available
e. You may select to pay us either by bank transfer or cash upon delivery
f. An email confirmation will be sent to acknowledge your order

5. When your parcel has been received by bwnexpress.com representatives, a WhatsApp message will be sent to you to confirm that we have received the item/s and to showcase the condition of the parcel.

When do I get my bwnexpress.com package forwarding address?
Upon successful sign up with bwnexpress.com, you will receive our Parcel Collection Centre address. You can use this address as the delivery address when shopping on any e-commerce platforms. It is important to address it to [your registered name with your IC Number]. Your IC number will be your unique identifier within our system.
How do I use the Amazon SG service?
Upon successful sign up with bwnexpress.com, all members are able to enjoy the services offered from the Amazon SG website. Through the Amazon SG tab, members are to provide the Amazon SG URL to be placed on the form, provide a screenshot of the item to be purchased, input the price of the goods as shown on the site, the quantity, select the size (by weight) of the item, the delivery method, agree to the grand total of the item (price of goods, Singapore GST, Brunei Customs tax and delivery costs), make a transfer to bwnexpress.com account and upload the screenshot of transfer.
Can I receive packages from any foreign countries?
The main purpose of bwnexpress.com is to cater to all members’ shopping needs that do not deliver directly to Brunei Darussalam. Your bwnexpress.com address can be used for all packages, even if they are delivered from China or anywhere else.
How much does it cost and how long does it take to deliver the package to my country?
Delivery will depend on the delivery method of the seller to the forwarding address provided by bwnexpress.com. Once received by bwnexpress.com, it will take within 4 working days for your parcel or package to be delivered (subjected to no customs or legality issues and all necessary payments made). The price varies between a self-pickup or a delivery to your registered address. This can be found in the dashboard when you login with your credentials on to our website
For the Amazon SG service, the delivery time for any parcels purchased through the Amazon SG service will be with a member within 14 to 30 days of purchase. Members will be notified of when the parcel is with bwnexpress.com.
Can I use bwnexpress.com’s phone number for my online orders?
No, the number provided is for delivery purposes only. The number is required for the courier service to schedule the exact delivery time to our Parcel Collection Centre.
What if my package gets damaged or lost?
bwnexpress.com shall not be responsible or liable for any goods or products that may have been damaged or missing during transit to our Parcel Collection Centre. bwnexpress.com will notify and provide images of the goods upon receiving for a specific registered member.

For items purchased through Amazon SG, a shipping fee for the parcel from Brunei Darussalam to Singapore will be borne by the member, once in Singapore, bwnexpress.com will initiatie the return policies that are put in place by Amazon SG.

Can I return the items I purchased?
Yes. Simply contact the retailer you have purchased the item from for all exchanges and returns. You can use your bwnexpress.com forwarding address to receive your refund checks with a fee. Item exchanges and returns are between you and the retailer where bwnexpress.com does not take any responsibility for these transactions. However, we can assist you to return the items you have purchased, at a fee. For detailed information regarding your returns, please contact us at support@bwnexpress.com

For items purchased through Amazon SG, a shipping fee for the parcel from Brunei Darussalam to Singapore will be borne by the member, once in Singapore, bwnexpress.com will initiatie the return policies that are put in place by Amazon SG.

I have multiple parcels coming in from different sellers, am I able to consolidate?
No, we require an individual order to be placed on our site for parcels with a unique tracking number.

Payments

What are the methods of payments able to be conducted on bwnexpress.com?
Currently we only receive bank transfers through our BIBD or Baiduri. You may also opt for cash upon delivery or pickup when the goods have arrived in to Brunei Darussalam.
What should I do when I want to refund my payment?
Send us an email to support@bwnexpress.com with your email address used and IC number along with the value you want to refund. Do take note that there will be a 10% transactions fee will be applied.
How do I make payment for the Amazon SG service? And what is included in the grand total?
Members are to transfer to us immediately upon confirming and order. The grand total of the goods includes the 7% GST of Singapore, taxes that will be incurred in Brunei Darussalam and the shipping costs from Amazon to Brunei Darussalam.

Customs & Sales Tax

Who fills the customs declaration?
Customs declaration through the Brunei Darussalam Single Window (BDNSW) will be conducted by bwnepress.com with no additional charge for all parcels received.
Do I have to complete the customs declaration for all packages?
Customs declaration is required for all packages.
When do I need to pay for customs?
Once the package sent by us reaches to Brunei Darussalam customs, bwnexpress.com representative will y on behalf of the members and claim it back upon deliver or collection.

Permits

What are the items that requires permits?
Members are also to be aware that the Brunei customs has enforced permits to be applied for all make up, skincare, hair care products, henna products, perfume/fragrances, essential oils, food, supplements and books to be applied regardless of quantity. A fee will be applied to members for the permit application.

Any goods that require any Wi-Fi and Bluetooth connectivity will require an AITI permit which is the responsibility of a member. If required, a fee will be incurred to a member for bwnexpress.com to apply on behalf

Do we apply the permits ourselves?
For make-up, skincare, hair care products, henna products, perfume/fragrances, essential oils, food, supplements and books, bwnespress.com will assign available agents to conduct the permits on your behalf with a fee.

Any goods that require any Wi-Fi and Bluetooth connectivity will require an AITI permit which is the responsibility of a member. If required, a fee will be incurred to a member for bwnexpress.com to apply on behalf

Am I able to re-use the permits for items that I was previously approved?
Permits are required to be conducted for every time any parcels with the goods listed above is to be brought into Brunei Darussalam. Previous permits are not able to be re-used.
How do I provide the information for permit application?
Members are able to use the “Permit Application” tab to provide the information of the goods that requires permits. Accurate information is needed in order for the permit to be processed, if the form is not filled in accurately, it will result in delays bringing parcel into Brunei Darussalam.

The form is to be conducted by members in order for the parcel to be brought through.

Restricted & Prohibited Items

What are the restricted & prohibited items to be delivered?

Like all of the carriers, we cannot entertain delivery any of the following items:

  • Combustible, flammable items (gasoline, paints, oil, etc.)
  • Pressurized cans, aerosol can products (hairspray, paint spray can, etc.)
  • Hazardous materials and corrosive material (chemical, industrial chemical, etc.)
  • Firearms, firearms parts & accessories, any other controlled goods (ammunition, gun, scopes, military weapons & accessories, night vision goggles, etc.)
  • Agriculture and produces (live or dead plants, animals, fur, fruits, etc.)
  • Monetary items (coins, precious stones, cash, precious metal, etc.)
  • Drugs (prescription drugs, illegal drugs of any form, etc.)
  • Indecency items (pornography magazines, DVD, adult toys, etc.)
  • Tobacco products and alcoholic beverages 
  • Electronic cigarettes, vape products, e-liquids and accessories

Please contact bwnexpress.com support team if you’re unsure some items can be delivered or not

Can you ship vape products, e-liquids and accessories?
This will be against Brunei Darussalam laws and restrictions, hence, no this cannot be delivered or entertained by bwnexpress.com.

Packages & Tracking

How will I know when a package has arrived in the Parcel Collection Centre?
Bwnexpress.com will cross check the tracking number provided by all members on items received within the collection centre. Once it has been consolidated, a representative from bwnexpress.com will reach out to a member’s registered email and/or registered number. A confirmation on the parcel or package along with an image of the items will be sent to the member.
What if I have bought an item using the forwarding email of bwnexpress.com and had not made instruction and payment of delivery?
A member can still proceed to sign in and make a delivery order through bwnexpress.com. For further clarification a member can email us at support@bwnexpress.com
How can I track my package(s)?
For now, bwnexpress.com will provide regular updates through email and/or WhatsApp messages.
What carrier is used by bwnexpress.com in delivering parcels or packages in Brunei Darussalam?
Our goal is to support the local un-employment, hence we will be using registered drivers to conduct the delivery. We assure all members that our drivers are healthy, properly licensed and have a good functioning vehicle.
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