Frequently Asked Questions (FAQ)



What is MyLustre?

  • MyLustre provides all things health & beauty for you and your family! MyLustre has a wide range of products that caters for your whole family - children, parents & even grandparents! 

What brands are under MyLustre?

  • MyLustre has 3 brands that range from health supplements, skin supplements & skincare. Our 3 brands are:

1. XTen - For men's health.
2. Lustre- For skin supplements & skincare needs.
3. Bodigard - For general health & well-being for your family.

Are your products safe?

  • At MyLustre, we believe in protecting the interest of both our customer, community and as much as possible, our environment. Our products are sent regularly to independent Laboratories for stringent quality and safety check. Our Lab partner is SGS Labs & other accredited labs to ensure the safety of our products. This is to ensure all our products do not contain controlled poisons and banned substances. Every product will then be assessed by the Quality Control team to ensure the highest of standards are met.

How do I know which products are suitable for me?

  • We encouraged you to speak with our Customer Consultants to understand more about the products. Please call +65 6275 4123, we will be more than happy to assist you.

Do you have a rewards program?

  • Yes, we have rewards! You can register for our MyLustre Rewards Program by creating an account on our website & earn 200 points upon registration! There are many ways for you to earn points as shown below:

What are the delivery methods available?

  • LOCAL ORDERS:

    1. Delivery to your address.

    2. Self-pick up at our office.

    INTERNATIONAL ORDERS:

    1. Courier service - Depends on the customer's choice of courier.
    For more details, please contact us through email (customerservice@mylustre.com), or call our hotline (+65) 6275 4123.

Do you have international shipping?

  • Yes, we do international shipping! You can enter your details at the checkout page to view the delivery rates for your destination of choice. Should you require more details, you can reach out to us via email customerservice@mylustre.com or call us at (+65) 6275 4123.

How long does delivery take?

  • FOR LOCAL DELIVERIES:
    - All web orders will only be processed during office hours, from Monday to Friday (8am - 5pm). If orders are placed before 4pm on the weekday, you will be able to receive your order on the same day. Orders will be delivered on weekdays between 6.30pm - 10pm.

    - Orders placed on the weekends will be delivered on the first working day of the week.

    - We offer FREE local delivery for orders above $50.

    - For CBD & Tuas area, we do not do delivery. Please contact us for more information.

    FOR INTERNATIONAL DELIVERIES:

    - Delivery time varies based on your destination of choice. Should you require assistance, you can reach out to us at customerservice@mylustre.com

How do I know my order is confirmed?

  • We will send an electronic acknowledgement to the customer within 24 hours upon successful submission of the electronic order. If items ordered are unavailable, a message will be sent to the customer for further action.

What is the Return Policy of MyLustre?

  • In Singapore, please call us at +65 6275 4123 within 3 working days and report to our Tele Consultants that service your account about the product conditions. We will make necessary arrangements to resolve the problem.

    Outside Singapore, please email to customerservice@mylustre.com within 3 days after receiving the goods together with photo evidence of any damages, against the Invoice for proof. We will make necessary arrangements for the refunds or sending new products to replace the damaged ones.

How do I cancel my order?

  • Customers have 3 calendar days to cancel any orders by the following methods:

    Email to customerservice@mylustre.com stating order number (for web orders), name, contact number and items that was ordered, Order date and Tele Consultant's Name (Phone orders)

    If the order has been sent to the customer and the customer decides to cancel the order, the customer has 48 hours to contact us to inform the intent to cancel the order. We will then make arrangements for the refund accordingly.

    A fee of $7.00 will be charged if a delivery person is required to collect the goods back and hand over the refund to the customer.

    Or the customer can come to our Office personally with the cancelled order and the refund will be handed over to the customer. No additional charges will be imposed.

What forms of payment can I use?

  • We accept payment via MasterCard, Visa, Paypal and PayNow via HitPay.

How do I use PayNow?

Will MyLustre my store payment information?

  • MyLustre does not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to PayPal, our payment gateway provider.

Will I get any discount for bulk orders?

  • Discounts, if applicable, will only be awarded to our privilege card members. However, if you are interested in distributing our products, do drop us an inquiry at customerservice@mylustre.com and we will get back to you within 2-3 working days.

How do I create an account?

I forgot my password. What should I do?

  • Click on Forgot? on the Login page.
  • Enter your registered email.
  • You will receive an email with a new temporary password.
  • Go back to 'My Account' and change to a new password the soonest you can.

Why is MyLustre collecting my personal information? Is information collected secured?

  • Please be assured that all personal details collected are used to help us provide better and more customized services to our customers, and will not be sold or released to any third parties. At MyLustre, customer interest and security always comes first. Please refer to our Privacy Policy for more information.

Will I automatically receive updates on new arrivals, sale or promotions when I create an account?

  • No, you will not receive these updates unless you subscribe to our newsletter. By subscribing, you will be the first to know of our new arrivals, exclusive promotions & sales!
Who should I contact if my questions are not answered?
  • We hope to help you in any way that we can, so feel free to drop us a call at +65 6275 4123 to speak to our friendly and professional consultants, email us at customerservice@mylustre.com or contact us via the our contact form.

Do you provide any samples or trial packs for new customers?

  • Samples are provided only for certain products and are subject to stocks of availability. Check with our staffs at (+65) 6275 4123 to find out more.


  • Once your order is confirmed, you'll receive an order confirmation email or notification containing a tracking number. Use this tracking number to monitor the status of your order through the marketplace’s website or app. You can usually find a dedicated "Track Order" section.

    Additionally, here are the tracking links for each courier:

    Ninjavan: https://www.ninjavan.co/en-sg/tracking
    J&T: https://www.jtexpress.sg/trackmyparcel
    Shopee Express: https://spx.sg/

    By utilizing these tracking links, you can conveniently stay informed about your package's journey from the moment it leaves our warehouse to its final destination.

  • If your order hasn't arrived within the estimated delivery timeframe, first check the tracking information for updates. If there's a delay, it's often due to logistics or external factors. You can contact the Marketplace's customer support for assistance and inquire about the status of your order. Typically, orders are expected to arrive within a span of 2-3 business days. However, in the event of a public holiday, the delivery timeframe may extend.

  • Marketplace's cancellation and modification policies vary. Typically, you can cancel or modify an order shortly after placing it, but once it's been processed or shipped, changes might not be possible. Visit the order history or contact customer support for options.

  • If you receive a damaged or incorrect item, take photos of the item and packaging, and contact us via the marketplace chat immediately. We will guide you through the return or exchange process. It's important to report such issues promptly to ensure a smooth resolution.

  • To request a refund, log in to your Marketplace’s account, go to your order history, and find the specific order you wish to refund. Initiate a refund request by providing the reason for the refund. Follow the instructions provided to complete the process.

  • If your refund request is denied, review the reasons provided by the Marketplace. If you believe the denial is unjustified, you can often appeal the decision by contacting customer support. Provide any necessary evidence, such as photos or communication with the seller, to support your case.

  • To reach customer support for Marketplaces, navigate to the "Help" or "Contact Us" section on the platform's website or app. You'll usually find options for live chat, email, or a customer support hotline.

    TIKTOK Shop:

    To contact customer service from your side:

    1. Go to your account by tapping Profile.
    2. Tap "≡" located in the upper right corner.
    3. Select Settings and privacy.
    4. Select "Order".
    5. Click "See All".
    6. Select order ID.
    7. Select the order ID.
    8. Click "Contact Tiktok".
    9. Submit a support ticket.


    Shopee:

    To contact customer service from your side:

    1. Go to “To Receive” under “My Purchases”
    2. Tap on your order.
    3. Select “VIEW” beside “Shipping Information”
    4. Tap on the Support icon on the top right.


    Lazada:

    1. Go to bottom right tab account.
    2. Select the bolt icon on top right.

    Alternatively, you can click on this link: https://www.lazada.sg/helpcenter/

  • If you've tried all the provided instructions and are still facing issues, don't worry. We're here to help. You have a few options to get in touch with MyLustre for further assistance:

    Social Media Platforms: Reach out to us on our official social media platforms, such as Facebook, Instagram. Our dedicated support team is active there and ready to assist you. Just send us a direct message.

    Website Helpline: Visit our official website and navigate to the "Contact Us" section. Fill out the contact form with your details and a description of the problem you're encountering. We'll respond to your inquiry as soon as possible.

    MyLustre Hotline: You can also give us a call at 6275 4123 during our working hours. Our friendly customer support representatives are available to assist you from Monday to Friday, 9:00 AM to 6:00 PM, and on Saturdays from 9:00 AM to 2:00 PM.

    MyLustre WhatsApp: For added convenience, you can also reach us on WhatsApp at +65 8700 5073. Our WhatsApp support is available during business hours, Monday to Friday from 9:00 AM to 6:00 PM.

*Remember that specific policies and procedures can vary between different marketplaces, so always refer to the official guidelines provided by the respective platforms.