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Frequent Questions

My Account

Sing Up

You can sign up by providing us your email or simply using your social media account, here. 

Find My orders

You can find your orders history, here.

Cancel My Order

You can cancel the order by contacting us, via email, as long as the order has not yet been dispatched.

Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about the status of your order!

Please keep in mind that unless cancellation takes place before the dispatchment has been processed, your order cannot be stopped and will be delivered to you.

There are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:

Same-day Delivery & all other delivery options – 40 minutes after completing your order.

Just one more thing…

When you place an order at, the funds are reserved for us – we don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don’t take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

Returns & Refunds

Returns Process

Firstly, please contact our Customer Service team via e-mail ( to arrange your return.

We need you to let us know:

  1. the order number and the item(-s) you want to return.
  2. Send that information along with an explanation of the situation to our email, attaching photos (if necessary). Upon receipt of these details, we will provide you with instruction and all the necessary information/documents needed to arrange the return. Return process its subject for approval.


After confirming the status of the order and we have received and inspected the products, we will process a refund back to the original account used to purchase the item. In case of a refund, we will process it back to the original account used to purchase the item. It can up to 13 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.

Returns Policy

IMPORTANT UPDATE: Due to Covid-19 and the nature of our products will be not accepting any returns till further notice.

In order for the return to be accepted, it must respect the following rules:

  • The product must never be used or opened;
  • The product has to be sealed in its original packaging, including the protective cellophane or labels (if any) –  if the product box has no mark or seal, you must keep intact the box, or any other packaging;
  • You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;

Any problems regarding products purchased on our website, after opening and using them, should be consulted with a certain manufacturer directly.

At Bwell Store, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent where you can make a return request of a product within 14 workdays of its delivery.

Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save product(-s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of 7 days after our confirmation of your order to send the product(-s) to our address along with any documents instructed by us.

After receiving the product(-s) back – if you proceed accordingly to all the information and the product(-s) are received by us in their original packaging – we will review the case within 5 working days and contact you via email providing confirmation. In case of refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.

We are more than happy to cover/refund the cost of return when it is required due to our error.

We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you.

Orders Cancellation

If you’ve cancelled an order through ‘My Account’, then we won’t have taken any money for your order. We only take the money for an order once it’s been sent to our warehouse to be packed up.

Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary.

Credit or debit card – your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a ‘Pending or Reserved status’.

When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we’re not able to speed up this process.

If the funds have not been released after 10 working days, please get in touch on one of the contact options below and we’ll look into it further for you.


Payment Methods

Bwell Pharmacy( currently supports VivaWallet Payments Services that also accepts Visa cards.

Paying by Credit Card

If paying via credit card, when your card is authorized, the amount will be placed on hold until the transaction is completed. When the products are ready for dispatch, the payment will be processed.

Card Fraud Prevention

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:

When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.

The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

Delivery Information

Same Day Delivery

Deliveries will take place:

Orders placed before 15:00 Tuesday to Friday will be delivered the same day on the hour’s display below.

For Monday orders must be placed before 13:00 to be eligible for same-day delivery; orders placed after 13:00 on Mondays will be delivered the next day.

Orders placed on weekends (Saturday-Sunday) or Public Holidays will be delivered on the next working day.

Same Day Delivery hours :

Monday: 14:00 – 15:30

Tuesday: 16:00 – 18:00

Wednesday: 16:00 – 18:00

Thurdsay: 18:30 – 19:30

Friday: 16:00 – 18:00

Same Day Delivery applies for orders placed in Limassol and is free of charge as part of our online experience services.

Please see the list below to see if your area is covered.

Municipalities of: Limassol, Germasogeia, Mesa Geitonia, Ayios Athanasios, Polemidia(Pano & Kato), Villages: Pareklissia, Pyrgos, Moni, Ayios Tychonas & Mouttagiaka.


When you click to view your cart on the “Cart Totals” area all the shipping methods will be displayed.

When you enter your postcode, you will see if we served your area and the option “Same Day Delivery (FREE)” will be available to select.

Having a different request, contact us.


All over Cyprus Delivery

Applies for all Cyprus districts and other Limassol territories which are not covered by Bwell Delivery team. We deliver to other cities using the ACS Courier network.

Estimated Delivery might take up to 2-3 working days(weekends are excluded), depending on the time you have placed the order:

All orders are dispatched the same day except weekends and Public Holidays.


Free Pick up from ACS Point.

Free Delivery to an address applies for orders €27 and over.

For orders below €27 the delivery to an address fee is €3.50.

For Areas that are considered “inaccessible”, there is a fixed rate of 5 euros charge.

Please press here to view the list.

For Polis Chrysochous we only offer to Pick up from ACS Point with a fee of €4.00.


Delivery Delay


If your order has not been delivered within the timescales for your city, please contact us. Please remember to include your order number within your message as this will help us speed up the search for your order.



Coupons/Discount Codes

I have a coupon

When you click on the “place order” button, you are directed to a page where you can insert your discount/coupon code.

On this page, you can enter the discount code and the respective discount will be applied to your order.

You can then proceed to checkout and pay the remaining amount.

Note: Only one coupon code can be used on a single order. In case of suspected misuse of coupons, reserves the right to cancel orders.

We are here to help and answer any questions you might have.

7000 2282 (Monday - Friday) 09:00am - 04:30pm