FAQ
TENDERLY FREQUENTLY ASKED QUESTIONS
Everything You Need to Know About Professional Skincare
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GENERAL QUESTIONS
What is Tenderly?
Tenderly is Botswana's premier professional skincare company specializing in clinical-grade active ingredient products. We provide dermatologist-quality skincare at affordable prices, specifically formulated for African skin and Botswana's climate.
How is Tenderly different from other skincare brands?
- Professional-grade concentrations: Same active ingredients used by dermatologists
- Botswana-specific formulation: Designed for our climate and skin concerns
- FDA registered and compliant: International safety standards
- Professional consultation included: Licensed skincare guidance
- Pay After Delivery: Risk-free purchasing
- Comprehensive safety protocols: Medical-grade customer care
Are Tenderly products suitable for African skin?
Yes, our products are specifically formulated and tested for African skin characteristics, including melanin considerations, hyperpigmentation concerns, and compatibility with traditional skincare practices.
---
PRODUCT SAFETY & INGREDIENTS
What are active ingredients and why are they different?
Active ingredients are clinically-proven compounds that create measurable skin changes:
- Retinol: Accelerates cell turnover, reduces wrinkles
- Vitamin C: Brightens skin, fades dark spots
- Hyaluronic Acid: Provides deep hydration and plumping
- Alpha/Beta Hydroxy Acids: Exfoliate and improve texture
These require professional guidance and safety protocols unlike basic moisturizers.
Are your products safe?
Yes, when used as directed. We maintain:
- FDA registration and compliance
- International safety standards
- Comprehensive safety testing
- Licensed healthcare partnerships
- 24/7 customer safety support
However, active ingredients require proper usage and safety precautions.
Do I need to patch test?
YES - patch testing is mandatory for all new customers. Apply a small amount to your inner arm, wait 24 hours, and check for reactions before full use. This prevents adverse reactions and ensures product suitability.
Can I use these products if I'm pregnant or nursing?
NO - retinol products are contraindicated during pregnancy and nursing. Our other products may be suitable, but professional consultation is required. Contact us for pregnancy-safe alternatives.
What if I have sensitive skin?
We offer products suitable for sensitive skin, but require:
- Mandatory patch testing
- Gradual introduction protocols
- Professional consultation to assess suitability
- Enhanced safety monitoring
Many customers with sensitive skin successfully use our products with proper guidance.
---
PRODUCT USAGE & RESULTS
How do I use active ingredient products safely?
1. Always patch test first
2. Start with lowest frequency (2-3x per week)
3. Use SPF daily when using retinol or acids
4. Follow provided instructions exactly
5. Contact us with any concerns immediately
When will I see results?
Typical timelines:
- Hydration improvement: 1-3 days
- Skin texture changes: 1-2 weeks
- Brightening effects: 2-4 weeks
- Anti-aging results: 6-12 weeks
- Significant transformation: 3-6 months
Results vary based on skin type, concerns, and consistent usage.
Can I use these products with my current routine?
Possibly, but professional guidance is essential. Active ingredients can interact with other products, causing:
- Increased irritation
- Reduced effectiveness
- Unexpected reactions
We provide comprehensive compatibility assessment with your consultation.
What is "purging" and is it normal?
Purging is temporary increased breakouts when starting retinol or acids as your skin accelerates cell turnover. Normal purging:
- Occurs in areas you typically break out
- Lasts 4-6 weeks maximum
- Gradually improves with consistent use
Contact us immediately if purging is severe or occurs in new areas.
---
ORDERING & DELIVERY
How does Pay After Delivery work?
1. Place order through WhatsApp consultation
2. Products delivered to your location nationwide
3. Inspect products with delivery person present
4. Pay only if satisfied with product condition
5. Return if not satisfied with no payment required
What payment methods do you accept?
- Cash on delivery (preferred for Pay After Delivery)
- Orange Money transfer
- Bank transfer
- Mobile money payments
Do you deliver nationwide?
Yes, we deliver to:
- Gaborone and surrounding areas (same day available)
- Francistown, Maun, Kasane (next day delivery)
- All other locations (2-3 business days)
- International shipping (5-10 business days)
What are your shipping costs?
- Free delivery for orders over P500
- Standard delivery: P50 for orders under P500
- Express delivery: P100 (major cities only)
- International shipping: Calculated by destination
---
RETURNS & EXCHANGES
What is your return policy?
- 30-day standard returns for unopened/unsatisfactory products
- 60-day allergic reaction returns with full refund
- Free return shipping for defective products or reactions
- Medical consultation reimbursement up to P500 for severe reactions
What if I have an allergic reaction?
IMMEDIATE ACTION REQUIRED:
1. Stop using product immediately
2. Contact us within 24 hours: WhatsApp +267 74033153
3. Take photos of reaction (if comfortable)
4. Return unused product for analysis
5. Full refund guaranteed for verified reactions
Can I exchange products?
Yes, within 30 days of delivery:
- Same-value exchanges preferred
- Price difference applies for upgrades
- Subject to stock availability
- Original packaging required
---
PROFESSIONAL CONSULTATION
What consultation services do you provide?
- Skin analysis and product selection
- Usage instruction and safety protocols
- Routine customization for your lifestyle
- Ongoing support throughout your skincare journey
- Reaction assessment and safety monitoring
How do I get a consultation?
1. WhatsApp us: +267 74033153
2. Complete skincare questionnaire
3. Receive personalized recommendations
4. Get usage instructions and safety guidance
5. Ongoing support included with every purchase
Do you work with dermatologists?
Yes, we partner with licensed dermatologists for:
- Complex skin condition assessment
- Medical-grade treatment planning
- Severe reaction management
- Professional oversight of high-risk cases
---
PRODUCT TIERS & PRICING
What are your different product tiers?
TIER 1 - P150: Fayankou Hyaluronic Acid Serum (entry-level hydration)
TIER 2 - P599: Professional Face Serum Set
- Vitamin C, Hyaluronic Acid, Retinol 2.5%, SPF 86+
- Complete morning/evening routine
- Professional consultation included
TIER 3 - P899: Complete Transformation System
- All Tier 2 products plus cleanser, soap, toner
- Extended consultation support
- Weekly face masks included
TIER 4 - P999: Ultimate Luxury System
- All previous tiers plus premium treatments
- Korean gold masks, ampoules, eye patches
- 6-month personal consultation included
Which tier is right for me?
This depends on:
- Your skincare experience level
- Specific skin concerns
- Budget and commitment level
- Desired result timeline
Our consultation will recommend the optimal tier for your needs.
---
SAFETY & EMERGENCY
What should I do in case of severe reaction?
1. Stop product use immediately
2. Rinse affected area with cool water
3. Contact healthcare provider if reaction is severe
4. Contact Tenderly within 24 hours: +267 74033153
5. Document reaction with photos if possible
When should I seek medical attention?
Seek immediate medical care for:
- Severe swelling especially around eyes/mouth
- Difficulty breathing or systemic reactions
- Blistering or burns from product use
- Persistent pain or worsening reaction
How do you ensure ongoing safety?
- Continuous safety monitoring of all customers
- Adverse event reporting to health authorities
- Regular safety data review and formula updates
- Professional healthcare partnerships
- 24/7 emergency support availability
---
SPECIAL POPULATIONS
Can teenagers use these products?
Ages 16-17: With parental consent and supervision
Under 16: Generally not recommended
Special considerations: Lower concentrations, enhanced monitoring
What about mature skin (50+)?
Our products are excellent for mature skin concerns:
- Enhanced anti-aging protocols
- Careful introduction schedules
- Professional consultation for medication interactions
- Specialized routine customization
Do you have products for men?
Yes, all our products are suitable for men:
- Same formulations work for all genders
- Customized usage instructions for men's skin
- Beard and shaving compatibility guidance
- Male-specific consultation available
---
CONTACT & SUPPORT
How do I contact customer service?
Primary Contact: WhatsApp +267 74033153
Hours: Monday-Saturday, 8:00 AM - 6:00 PM CAT
Response Time: Within 2 hours during business hours
Emergency Contact: Same WhatsApp for urgent safety concerns
Email Support: info@tenderly.store
What languages do you support?
- English (primary)
- Setswana (native language support)
- Basic support in other local languages
Do you offer group consultations or workshops?
Yes, we provide:
- Group skincare education sessions
- Corporate wellness workshops
- Community education programs
- Professional training for beauty service providers
---
TECHNICAL SUPPORT
Why can't I place an order online?
We use WhatsApp-based consultation to ensure:
- Proper product selection for your skin type
- Safety screening for contraindications
- Personalized usage instructions
- Ongoing support throughout your journey
Do you have a mobile app?
Currently, we operate through:
- WhatsApp consultation (primary)
- Website product information
- Take.app for order management
A dedicated mobile app is in development for enhanced customer experience.
---
Still have questions? Contact us directly:
WhatsApp: +267 74033153
We're here to help you achieve your best skin safely!
---
This FAQ is regularly updated based on customer questions and product developments. Last updated: September 2025
Everything You Need to Know About Professional Skincare
---
GENERAL QUESTIONS
What is Tenderly?
Tenderly is Botswana's premier professional skincare company specializing in clinical-grade active ingredient products. We provide dermatologist-quality skincare at affordable prices, specifically formulated for African skin and Botswana's climate.
How is Tenderly different from other skincare brands?
- Professional-grade concentrations: Same active ingredients used by dermatologists
- Botswana-specific formulation: Designed for our climate and skin concerns
- FDA registered and compliant: International safety standards
- Professional consultation included: Licensed skincare guidance
- Pay After Delivery: Risk-free purchasing
- Comprehensive safety protocols: Medical-grade customer care
Are Tenderly products suitable for African skin?
Yes, our products are specifically formulated and tested for African skin characteristics, including melanin considerations, hyperpigmentation concerns, and compatibility with traditional skincare practices.
---
PRODUCT SAFETY & INGREDIENTS
What are active ingredients and why are they different?
Active ingredients are clinically-proven compounds that create measurable skin changes:
- Retinol: Accelerates cell turnover, reduces wrinkles
- Vitamin C: Brightens skin, fades dark spots
- Hyaluronic Acid: Provides deep hydration and plumping
- Alpha/Beta Hydroxy Acids: Exfoliate and improve texture
These require professional guidance and safety protocols unlike basic moisturizers.
Are your products safe?
Yes, when used as directed. We maintain:
- FDA registration and compliance
- International safety standards
- Comprehensive safety testing
- Licensed healthcare partnerships
- 24/7 customer safety support
However, active ingredients require proper usage and safety precautions.
Do I need to patch test?
YES - patch testing is mandatory for all new customers. Apply a small amount to your inner arm, wait 24 hours, and check for reactions before full use. This prevents adverse reactions and ensures product suitability.
Can I use these products if I'm pregnant or nursing?
NO - retinol products are contraindicated during pregnancy and nursing. Our other products may be suitable, but professional consultation is required. Contact us for pregnancy-safe alternatives.
What if I have sensitive skin?
We offer products suitable for sensitive skin, but require:
- Mandatory patch testing
- Gradual introduction protocols
- Professional consultation to assess suitability
- Enhanced safety monitoring
Many customers with sensitive skin successfully use our products with proper guidance.
---
PRODUCT USAGE & RESULTS
How do I use active ingredient products safely?
1. Always patch test first
2. Start with lowest frequency (2-3x per week)
3. Use SPF daily when using retinol or acids
4. Follow provided instructions exactly
5. Contact us with any concerns immediately
When will I see results?
Typical timelines:
- Hydration improvement: 1-3 days
- Skin texture changes: 1-2 weeks
- Brightening effects: 2-4 weeks
- Anti-aging results: 6-12 weeks
- Significant transformation: 3-6 months
Results vary based on skin type, concerns, and consistent usage.
Can I use these products with my current routine?
Possibly, but professional guidance is essential. Active ingredients can interact with other products, causing:
- Increased irritation
- Reduced effectiveness
- Unexpected reactions
We provide comprehensive compatibility assessment with your consultation.
What is "purging" and is it normal?
Purging is temporary increased breakouts when starting retinol or acids as your skin accelerates cell turnover. Normal purging:
- Occurs in areas you typically break out
- Lasts 4-6 weeks maximum
- Gradually improves with consistent use
Contact us immediately if purging is severe or occurs in new areas.
---
ORDERING & DELIVERY
How does Pay After Delivery work?
1. Place order through WhatsApp consultation
2. Products delivered to your location nationwide
3. Inspect products with delivery person present
4. Pay only if satisfied with product condition
5. Return if not satisfied with no payment required
What payment methods do you accept?
- Cash on delivery (preferred for Pay After Delivery)
- Orange Money transfer
- Bank transfer
- Mobile money payments
Do you deliver nationwide?
Yes, we deliver to:
- Gaborone and surrounding areas (same day available)
- Francistown, Maun, Kasane (next day delivery)
- All other locations (2-3 business days)
- International shipping (5-10 business days)
What are your shipping costs?
- Free delivery for orders over P500
- Standard delivery: P50 for orders under P500
- Express delivery: P100 (major cities only)
- International shipping: Calculated by destination
---
RETURNS & EXCHANGES
What is your return policy?
- 30-day standard returns for unopened/unsatisfactory products
- 60-day allergic reaction returns with full refund
- Free return shipping for defective products or reactions
- Medical consultation reimbursement up to P500 for severe reactions
What if I have an allergic reaction?
IMMEDIATE ACTION REQUIRED:
1. Stop using product immediately
2. Contact us within 24 hours: WhatsApp +267 74033153
3. Take photos of reaction (if comfortable)
4. Return unused product for analysis
5. Full refund guaranteed for verified reactions
Can I exchange products?
Yes, within 30 days of delivery:
- Same-value exchanges preferred
- Price difference applies for upgrades
- Subject to stock availability
- Original packaging required
---
PROFESSIONAL CONSULTATION
What consultation services do you provide?
- Skin analysis and product selection
- Usage instruction and safety protocols
- Routine customization for your lifestyle
- Ongoing support throughout your skincare journey
- Reaction assessment and safety monitoring
How do I get a consultation?
1. WhatsApp us: +267 74033153
2. Complete skincare questionnaire
3. Receive personalized recommendations
4. Get usage instructions and safety guidance
5. Ongoing support included with every purchase
Do you work with dermatologists?
Yes, we partner with licensed dermatologists for:
- Complex skin condition assessment
- Medical-grade treatment planning
- Severe reaction management
- Professional oversight of high-risk cases
---
PRODUCT TIERS & PRICING
What are your different product tiers?
TIER 1 - P150: Fayankou Hyaluronic Acid Serum (entry-level hydration)
TIER 2 - P599: Professional Face Serum Set
- Vitamin C, Hyaluronic Acid, Retinol 2.5%, SPF 86+
- Complete morning/evening routine
- Professional consultation included
TIER 3 - P899: Complete Transformation System
- All Tier 2 products plus cleanser, soap, toner
- Extended consultation support
- Weekly face masks included
TIER 4 - P999: Ultimate Luxury System
- All previous tiers plus premium treatments
- Korean gold masks, ampoules, eye patches
- 6-month personal consultation included
Which tier is right for me?
This depends on:
- Your skincare experience level
- Specific skin concerns
- Budget and commitment level
- Desired result timeline
Our consultation will recommend the optimal tier for your needs.
---
SAFETY & EMERGENCY
What should I do in case of severe reaction?
1. Stop product use immediately
2. Rinse affected area with cool water
3. Contact healthcare provider if reaction is severe
4. Contact Tenderly within 24 hours: +267 74033153
5. Document reaction with photos if possible
When should I seek medical attention?
Seek immediate medical care for:
- Severe swelling especially around eyes/mouth
- Difficulty breathing or systemic reactions
- Blistering or burns from product use
- Persistent pain or worsening reaction
How do you ensure ongoing safety?
- Continuous safety monitoring of all customers
- Adverse event reporting to health authorities
- Regular safety data review and formula updates
- Professional healthcare partnerships
- 24/7 emergency support availability
---
SPECIAL POPULATIONS
Can teenagers use these products?
Ages 16-17: With parental consent and supervision
Under 16: Generally not recommended
Special considerations: Lower concentrations, enhanced monitoring
What about mature skin (50+)?
Our products are excellent for mature skin concerns:
- Enhanced anti-aging protocols
- Careful introduction schedules
- Professional consultation for medication interactions
- Specialized routine customization
Do you have products for men?
Yes, all our products are suitable for men:
- Same formulations work for all genders
- Customized usage instructions for men's skin
- Beard and shaving compatibility guidance
- Male-specific consultation available
---
CONTACT & SUPPORT
How do I contact customer service?
Primary Contact: WhatsApp +267 74033153
Hours: Monday-Saturday, 8:00 AM - 6:00 PM CAT
Response Time: Within 2 hours during business hours
Emergency Contact: Same WhatsApp for urgent safety concerns
Email Support: info@tenderly.store
What languages do you support?
- English (primary)
- Setswana (native language support)
- Basic support in other local languages
Do you offer group consultations or workshops?
Yes, we provide:
- Group skincare education sessions
- Corporate wellness workshops
- Community education programs
- Professional training for beauty service providers
---
TECHNICAL SUPPORT
Why can't I place an order online?
We use WhatsApp-based consultation to ensure:
- Proper product selection for your skin type
- Safety screening for contraindications
- Personalized usage instructions
- Ongoing support throughout your journey
Do you have a mobile app?
Currently, we operate through:
- WhatsApp consultation (primary)
- Website product information
- Take.app for order management
A dedicated mobile app is in development for enhanced customer experience.
---
Still have questions? Contact us directly:
WhatsApp: +267 74033153
We're here to help you achieve your best skin safely!
---
This FAQ is regularly updated based on customer questions and product developments. Last updated: September 2025