Frequently Asked Questions

Looking for more information about Bombola? Take a look at our frequently asked questions:


1. How to purchase Bombola products online?
You can do so by registering an account with us. It’s fast and easy.
  1. Simply click 'Sign In' on the top right of the page. Click on 'Register' if you are a new customer and fill in your details as required.
  2. Browse for your Bombola product of choice and click 'Add to Cart'. You can add as many products to your cart as you like.
  3. Click on 'Checkout Now' when you’re ready to make payment.
  4. Confirm your purchase in your cart by removing or adding products. Once payment is done, no changes can be made.
  5. Fill in your billing and shipping address as required.
  6. Select your payment option and proceed to make payment.
  7. And you’re done! An order ID should be generated and will be sent to your email as confirmation.

2. I have signed up for bombola.co but I cannot log in with my password. Why?
One of the possible problems is that your account is not verified. An email with a verification link has been sent to your registered email address for verification, please click on the verification link to activate your account. Alternatively, kindly contact us at bombolahq@gmail.com for technical assistance.

3. I have a user account with bombola.co but I forgot my password, what should I do?
Go to the 'Sign In' page and click on the 'Forgot Password' link. You will be prompted with a window to enter your email address. It must be the same email address you registered with bombola.co The password will be sent automatically to the registered email address.

4. I have a user account with bombola.co, how do I change my personal info and shipping address?
Go to 'My Account' page, login and you can modify your account details there.

5. Can I checkout as a guest or without creating an account?
Unfortunately, no. By creating an account with us, it will be easier for you to shop with us next time. All information such as name, address and contact details will be automatically retrieved from your account.

6. How can I get updated about bombola.co's latest news and promotions?
You are welcomed to subscribe to our newsletter. Alternatively, you can follow us on Facebook and Instagram for all the latest updates.

7. I have received a few emails from bombola.co. What are Orders Received, Orders Processed and Payment Receipt?
  • Order Received: This email informs you that bombola.co has received your orders and will process it as soon as possible.
  • Order Processed: This email confirms bombola.co has processed your order.
  • Order Shipped: This email confirms that bombola.co has delivered/shipped the order to your shipping address.

8. How do I know if my payment has gone through?
When you submit your payment details, the payment service provider will request authorisation from your Card Issuer and carry out any fraud screening checks on bombola.co. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with bombola.co. It will be sent to the email address you have provided when entering your payment details.

If you received more than one email and you have only made one purchase, please contact bombolahq@gmail.com and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

9. Why was my payment declined? [Credit Card payment - coming soon]
This could be for many different reasons; however, the payment service provider is not informed of the exact reason why the transaction has been declined. Reasons, why your payment was declined, may include:
  1. Some of the card/personal details entered does not match the information held by your Card Issuer
  2. You do not have enough cleared funds on your card to cover the amount of the purchase
  3. Your card has been reported as lost/stolen and been canceled by your Card Issuer
  4. Your card has or is due to expire and has been replaced by your Card Issuer
  5. Your card has recently been replaced by your Card Issuer but not yet activated
  6. Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
  7. There may be a problem with your Card Issuer’s authorization system
  8. You haven't activated 3-D Secure (Verified by Visa and MasterCard Secure Code) of your card
If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer or bank to find out further information.

If this means you are unable to pay by Online Banking through the payment service provider, please email us at bombolahq@gmail.com

10. I already made the payment, but there is no history in my account?
Please email us immediately with your transaction number bombolahq@gmail.com

11. I don't have online banking. Can I transfer using ATM?
No, we do not offer orders or payment made via ATM bank transfers at the moment.

12. Do you ship internationally?
Yes, we do ship internationally on request. Please contact us at bombolahq@gmail.com

13. Can I order through a phone call?
Ordering through calls and SMS is not available at the moment. This is to avoid confusion as we have to record every order so that in case something happens, we can track back your order.

14. What if I received wrong/damaged/faulty items?
Please refer to our Returns & Exchange Policy.

15. I've changed my mind; the products do not suit me. Can I return/exchange?
We cannot offer return and exchange due to change of mind. Please refer to our Returns & Exchange Policy for further information. 

16. What is your posting time?
Please refer to our Shipping Policy 

17. Can you expedite my order?
We're very sorry because at the moment we do not offer express shipping. Orders are processed in sequence. We will ship those who ordered before you until it is your turn.

18. I was not available at the address I provided when the delivery personnel arrived.
A tracking number will be given once your order is shipped. If the recipient is not available during the delivery, we advise her/him to pick up their item at the nearest branch. NO REFUND or EXCHANGE is allowed if you missed the delivery after three delivery attempts. Please note that the cost to re-deliver again will be borne by the buyer, should the parcel is returned to us. We don't provide refunds if you change your mind and/or do not wish the parcel re-delivered to you.

19. My parcel did not arrive. I want a refund.
Unfortunately, we don’t provide refunds in the case of missing and/or undelivered parcels. However, we will assist you in solving this with our logistics partner.

20. Do you test on animals?
No, we most definitely do not test on animals. We only test our products on ourselves and willing family and friends.

 

21. Are your products vegan/vegetarian?

Some of our products contain honey and goats’ milk so please do check the ingredient list of our products. 


22. Where are the products made?

Our products are proudly made in Malaysia. Production is done in small batches. Our ingredients are exclusively sourced from suppliers in Malaysia. Some of them source high-quality & pure ingredients from around the world while others produce in Malaysia. And yes, we only use high-quality natural ingredients.

 

23. What is the expiration date on the soaps? 

It is best used within 12 months of purchase to get the best scent and effectiveness of the soap. Due to the natural ingredients used in the soaps, the color of our soaps may change gradually and may vary slightly. 

 

24. Do you have products for men?

Yes of course! Men can use any products from our range too. All skincare is generally made for both genders. 



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Always happy to help ❤️