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FAQ's

Q: HOW CAN I CHANGE MY SHIPPING ADDRESS?

Ans: By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to. Also you will need to login to add or modify your shipping address.

Q: HOW DO I ACTIVATE MY ACCOUNT?

Ans: The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at essencer.bgangladesh@gmail.com. And If you login with Facebook or Gmail your account will be activated within a moment.

Q: DO I LOGIN WITH MY FACEBOOK OR GMAIL ?

Ans: Yes. You can login via Facebook or Gmail. It will be more faster. Of course your information will safe and secure with us.

Q: WHAT DO YOU MEAN BY POINTS? HOW DO I EARN IT?

Ans: Because you are important to us, we want to know what you think about the products. As an added value, every time you rate the products you earn points which go straight to your account. You will need those points in order to redeem the sample products.

Q: HOW CAN I TRACK MY ORDERS ?

Ans: You may go the the page https://essencer.com.bd/track-your-order and input your order number ( e.g. 20190101ES00001 ) and click the submit button to get details of your order.

Q: HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?

Ans: After logging into your account, go to your order history. Here, you will be able to cancel your order. Also you can call us to cancel your order. Note: We can give you refunds once payment is verified.

Q: HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE ?

Ans: We have Same Day Delivery, Normal Delivery. Within Dhaka city it will take maximum 36 hours long if it is in stock. If the product pre-order then it will take maximum 15 days to be delivered. For pre-order you must pay 50% advanced. If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

Q: WHAT IS THE ACCUMULATED DELIVERY FEE?

Ans:

  • Same Day Delivery FEE: up to 150 Taka
  • Regular Delivery FEE: up to 80 Taka
  • Outside Dhaka Delivery FEE: up to 150 Taka

Q: HOW DO YOU SHIP MY ORDERS?

Ans: We will ship your order with our own mail.

Q: WHAT ARE THE PAYMENT METHODS AVAILABLE?

Ans: Cash On Delivery and bKash.

Q: HOW MANY FREE SAMPLES CAN I REDEEM?

Ans: Due to the limited quantity, each member's account is only entitled to 1 unique free sample.

Q: WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY) ?

Ans: We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at essencer.bangladesh@gmail.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at essencer.bangladesh@gmail.com

2. In the event of lost mail, we will try to locate the delivery team in Signpost and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.

Q: WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING SAMPLES ?

Ans: We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at essencer.bangladesh@gmail.com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.

2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.

3. In the event that you've received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we'll re-send the correct sample to you at no cost, subject to availability.

4. In the event you've received your order with a missing sample, we will require you to email us a clear photo proof of your D.O (Delivery Order) to essencer.bangladesh@gmail.com and after which, kindly give us a call at (+88) 01831-xxx-xxx and our customer service officer will attend to you to find out more before a decision is made to re-send the missing sample to you at no cost, subject to availability.