KRISTAL Media Logo

Frequently Asked Questions

ACCOUNT

You can modify or update your account information from My Account or you can access it here.
To change your password, you first need to be logged in to your account. Once you’re logged in, here’s how to do it:
  • Click the Profile icon in the top right corner.
  • Click My Account.
  • Under ‘My Account’, click ‘Account Details‘.
  • Under the ‘Password change’ section, enter your current password in the ‘Current password’ field.
  • Next, type your new desired password into both the ‘New password’ and ‘Confirm new password’ fields.
  • Finally, click ‘Save changes’.
Here’s how to reset your password:
  1. Click here to access My Account.
  2. Under the ‘Login’ section, click ‘Lost your password?‘
  3. Enter the username or email you used to register with the site.
  4. Then, click ‘Reset Password’.
  5. Check your email inbox and follow the instructions we’ve sent you.
If you have trouble resetting your password, you can request support by submitting your form here or by emailing us at contact@kristal.media. We’ll do our best to assist you.
You can request support by submitting your form here or by emailing us at contact@kristal.media. We’ll do our best to assist you.

Payment & Orders

Creating an account is optional. Users can either check out as a guest or choose to create an account.

Once the payment is completed, you will receive an email confirming your order.

If you have selected Local Pickup. We’ll send you a text notification as soon as your order is ready for collection.

For Standard Delivery, your parcel will arrive within 1–3 business days, excluding Saturdays, Sundays, and public holidays, unless otherwise specified. For Temburong district, delivery will be made within 48 office hours after pickup by our local courier, with scheduled delivery days on Wednesdays and Saturdays.

If your delivery takes longer than expected, Please contact our Sales Support via WhatsApp at +673 8199 907.

We accept payments through VISA, Mastercard and Pocket Pay. For alternative payment options, Please contact our Sales Support via WhatsApp at +673 8199 907.

You will receive a confirmation email from KRISTAL Media if your payment is successful. If you encounter any issues with your payments, Please contact our Sales Support via WhatsApp at +673 8199 907.

Please contact our Sales Support via WhatsApp at +673 8199 907.

All confirmed purchases cannot be cancelled until further notice.

REFUND & RETURNS

Items purchased are non-refundable unless you receive an incorrect or defective item, in which case they are eligible for replacement. If you encounter any issues with your items, please allow us to assist you. Please contact our Sales Support via WhatsApp at +673 8199 907.

Collection
& Delivery

We provide delivery services to Brunei-Muara, Tutong, Seria, and Kuala Belait through our logistics partner. Additionally, in-store pickup is available at our KRISTAL Media Office.

Standard Delivery Fee:
BND $5 for all districts

For Standard Delivery, your parcel will arrive within 1–3 business days, excluding Saturdays, Sundays, and public holidays, unless otherwise specified.

For Temburong District: Delivery will be made within 48 office hours after pickup by our local courier, with scheduled delivery days on Wednesdays and Saturdays.

If your delivery take longer than expected, please contact our Sales Support via WhatsApp at +673 8199 907.

We currently do not offer delivery services to the following areas:

  • Tasek Merimbun
  • Sungai Teraban / Labi
  • Bang Dalam
  • Kg Ayer
  • Kg Limau Manis (Beyond Spg 1000)
  • Bukit Sulang, Kg Rambai, Kg Panchung, Kg Binutan, Kg Bintudu (Tutong)
  • Kg Bukit, Kg Pakbidang, Kg Merangking, Kg Ukong, Kg Bukit Sawat, Kg Sukang, Kg Melilas (Bukit Udal)
  • Bendahara
  • Batu Marang
  • Kg Long Mayan
  • Kg Sungai Kebun

If there are difficulties reaching your location, our logistics partner can arrange an alternative nearby meeting point.

You can collect your parcels from our KRISTAL Media Office during our operating hours. 

Pickup Location:
KRISTAL Media Sdn. Bhd.
2nd Floor, Building 4, Mutiara Exchange, Jalan Tungku Link
Bandar Seri Begawan
Brunei Darussalam. BE3619

Pickup time:

Monday – Friday: 9:00 AM – 11:30 AM & 2:00 PM – 4:30 PM

Saturday, Sunday & Public Holiday: Closed

Pickup will be processed within 2 business days. We’ll send you a text notifications as soon as your order is ready for collection.

Contact Us

Still need assistance? Fill out the form below, and we’ll get back to you as soon as possible!