Frequently asked questions

Choose your products, add them to your cart and continue to checkout. Check the delivery details, available payment methods and final total before confirming. If you need help choosing a product or completing checkout, contact Customer Care.

Use the options shown for your order at checkout. Cash on Delivery, bank transfer, mobile wallets and cards depend on availability. COD is not available for every product, address or order value. Check the full payable amount before paying.

Do not pay again immediately. Check your account, inbox and payment-provider history. Send Customer Care the order number if available, transaction reference, amount and payment time so we can check it. Never share your password, PIN, OTP or CVV.

Contact Customer Care straight away with your order number and requested change. We can help only if processing can still be stopped or adjusted. Sending a request does not confirm cancellation. After dispatch, the delivery and return policies apply; a return is not automatically eligible.

We deliver to eligible addresses in Bangladesh in an estimated 1–4 business days, including order processing and transit. Courier coverage, holidays and other delays can affect these estimates.

Delivery is free when your eligible cart subtotal reaches ৳10,000 after discounts, before shipping. Eligible items from multiple vendors count together. Below that amount, check the delivery charge shown at checkout for your address.

Check the order details in your website account. After dispatch, use the courier tracking reference where one is provided. If you cannot find an update, contact Customer Care with your order number. Tracking availability depends on the delivery service.

We have Experience Centers in Charfasson and Mohakhali, Dhaka. Contact us before travelling to confirm visiting hours and product availability. For collection, wait until we confirm that your order is eligible and ready at your chosen centre.

Only selected products qualify for change-of-mind returns within 10 calendar days of delivery. They must be unopened, unused and in their original packaging. Health, hygiene, food, nutrition and baby-care exclusions can still apply. Contact us before sending anything back.

Keep the item, packaging and invoice. Report incorrect, damaged, leaking, expired or materially compromised products within five calendar days of delivery, and report missing items promptly after checking for separate parcels. Share your order number and relevant photos. Later product-issue reports may still be reviewed where required by law or supported by the circumstances. We will assess the issue and agree the next step under the Returns & Refund Policy.

A video can help, but not having one does not automatically invalidate a genuine claim. Share the evidence you have, such as photos, purchase details and a clear description. We may ask for more information or arrange an inspection.

We aim to initiate refunds within approximately 3–5 business days after approval and required checks. Your payment provider may need extra time. We use the original method where supported, or another verified, agreed method. COD refunds normally need a verified wallet or bank account. Store credit is optional.

Our commitment is to supply genuine, original products. We source through verified commercial supply channels in Australia and New Zealand. For a question about a particular item, share its name and the details you want checked before ordering.

No. Sourcing genuine products does not automatically make us an authorised distributor. We claim that status only where a written relationship exists. Our non-exclusive wholesale-customer and reseller authorisation for Sensuous, effective 1 October 2026, applies to that brand only.

Brands may update packaging, labels and pack designs. A difference alone does not prove a product is counterfeit or defective. If anything seems wrong, send us photos of the pack, seal, batch number and expiry date so we can review it.

Stop using it while the concern is checked. Keep the product, packaging and proof of purchase, and contact Customer Care with clear photos and the reason for your concern. We review the evidence before agreeing a remedy; reporting a concern does not automatically confirm a refund or free collection.

Check the phone number you entered and that your phone can receive SMS. Wait for any resend timer before requesting another code. If it still does not arrive, contact Customer Care. Enter the code only on the website; never send it to someone claiming to offer support.

Follow the Data Deletion Request page or contact Customer Care from your registered email or phone. We may need to verify your identity. Closing an account does not automatically erase invoices, unresolved orders or records that must be retained. We will explain the outcome of your request.

Use an unsubscribe option where provided, or tell Customer Care which address or number and marketing channel to remove. Necessary order and security messages may still be sent. Browser settings let you clear or restrict cookies; this can affect sign-in and shopping features.

Yes. Visit Partner With Us for the enquiry route and the details to include, such as your company, products and proposed arrangement. We review each enquiry; sending one does not confirm a partnership or authorisation.