Pay After Delivery | Free Delivery on Orders P500+ | Phase 1 Starts Today | WhatsApp Consultation Included
FAQ
Tenderly Skincare — Frequently Asked Questions
Effective: May 2026 | Eleve (Pty) Ltd — BW00009422422
ORDERING
How do I place an order?
All orders are placed through WhatsApp. Message our team at +267 77 395 703, tell us your skin concern, and we will recommend the right phase and tier for you. Once confirmed, we arrange dispatch and coordinate your delivery.
Do you have a physical store?
No. Tenderly is online-only. All ordering and communication happens through WhatsApp and our store page. This keeps our costs low and your prices fair.
Can I visit to collect my order?
We do not offer walk-in collection. All orders are delivered to your door nationwide.
Can I order if I am outside Botswana?
Currently we serve Botswana only. International orders are not available at this time.
PRODUCTS
What is the 3-phase protocol?
Tenderly Skincare is built around a clinical 3-phase system designed for melanin-rich skin.
Phase 1 — Correction: Targets active concerns such as hyperpigmentation, dark spots, acne, and uneven tone. Available in three tiers: Essentials (P599), Professional (P899, requires consultation), and Sensitive/Melasma (P1,100, specialist-confirmed only).
Phase 2 — Glow and Rebuild: Rebuilds skin barrier and enhances radiance following correction. Available in Lite (P799) and Complete (P1,099).
Phase 3 — Maintenance: Sustains your results long term. Available at P299 and P449.
Which phase is right for me?
That depends on your skin's current state. If you are new to Tenderly, start by messaging our team for a quick assessment. Customers purchasing the P899 Professional or P1,100 Sensitive/Melasma tier are required to complete a consultation first.
Are your products safe for sensitive skin?
Most Tenderly products are formulated with sensitive skin in mind. However, the P1,100 Sensitive/Melasma tier and any order involving Bioaqua Salicylic Essence require a specialist-confirmed consultation before purchase. If you have known sensitivities, always inform our team before ordering.
Are these bleaching or skin-lightening products?
No. Tenderly products brighten and even your natural complexion by targeting dark spots and hyperpigmentation. You remain your authentic skin tone — just clearer, more even, and healthier.
How long before I see results?
Most customers notice visible improvement within 4 to 6 weeks of consistent use. Full correction of hyperpigmentation typically takes 8 to 12 weeks. Results vary between individuals based on skin type, concern severity, and consistency of use.
DELIVERY
Do you deliver to my area?
We deliver nationwide across Botswana via Sprint Courier and local courier partners. Message our team to confirm delivery to your specific location.
How long does delivery take?
1 to 3 business days from dispatch. Delivery operates Monday to Saturday. No Sunday deliveries.
What is the courier fee?
Courier fees are variable based on your location. Gaborone: P50–P60. Mid-range cities: P70–P85. Remote areas: P90–P115. Your exact fee is confirmed by our team before dispatch.
Why do I pay the courier fee upfront?
Sprint Courier requires an upfront courier fee for product orders. This is standard courier industry practice and applies to all cosmetic deliveries, not a Tenderly-specific charge.
PAYMENT
When do I pay?
You pay at the door after inspecting your order. If you are satisfied, you pay. If not, you refuse the order and owe nothing for the products. The upfront courier fee is separate and confirmed before dispatch.
How do I pay?
Via mobile money — Orange Money, MyZaka, or eWallet. Cash is accepted for local deliveries. We do not accept PayPal, Stripe, credit cards, or bank transfers.
CONSULTATIONS
Do I need a consultation to order?
Not for most tiers. However, the P899 Professional, P1,100 Sensitive/Melasma tiers, and any order including Bioaqua Salicylic Essence require a completed consultation before dispatch.
How much does a consultation cost?
P35 if you are purchasing — collected alongside your order payment. P149 for a standalone consultation without a purchase. If a standalone consultation customer purchases within 7 days of their session, P114 of the P149 paid is credited toward their order. The remaining P35 is retained as the consultation fee and is non-refundable.
How do I book a consultation?
Through Calendly: calendly.com/tenderly-consultation/15min. Slots are available Monday to Friday, 8:00 AM – 12:00 PM.
How long is a consultation?
15 minutes. Come prepared with your current skin concerns, known sensitivities, and any products you are currently using.
RETURNS AND REACTIONS
What if I am not satisfied?
You have 30 days from delivery to contact us. Opened and partially used products are accepted within this window with original packaging present. Message us at +267 77 395 703 before returning anything.
What if I have a reaction?
Stop use immediately and contact us within 24 hours at +267 77 395 703. Verified reactions qualify for a full refund within a 60-day window and medical reimbursement of up to P500 where applicable.
Are courier fees refunded on returns?
The original courier fee is non-refundable. Return courier costs are covered by Tenderly for wrong items dispatched or verified reactions. Change-of-mind returns are arranged and covered by the customer.
CONTACT
WhatsApp: +267 77 395 703
Email: info@tenderly.store
Consultation booking: calendly.com/tenderly-consultation/15min
Effective: May 2026 | Eleve (Pty) Ltd — BW00009422422
ORDERING
How do I place an order?
All orders are placed through WhatsApp. Message our team at +267 77 395 703, tell us your skin concern, and we will recommend the right phase and tier for you. Once confirmed, we arrange dispatch and coordinate your delivery.
Do you have a physical store?
No. Tenderly is online-only. All ordering and communication happens through WhatsApp and our store page. This keeps our costs low and your prices fair.
Can I visit to collect my order?
We do not offer walk-in collection. All orders are delivered to your door nationwide.
Can I order if I am outside Botswana?
Currently we serve Botswana only. International orders are not available at this time.
PRODUCTS
What is the 3-phase protocol?
Tenderly Skincare is built around a clinical 3-phase system designed for melanin-rich skin.
Phase 1 — Correction: Targets active concerns such as hyperpigmentation, dark spots, acne, and uneven tone. Available in three tiers: Essentials (P599), Professional (P899, requires consultation), and Sensitive/Melasma (P1,100, specialist-confirmed only).
Phase 2 — Glow and Rebuild: Rebuilds skin barrier and enhances radiance following correction. Available in Lite (P799) and Complete (P1,099).
Phase 3 — Maintenance: Sustains your results long term. Available at P299 and P449.
Which phase is right for me?
That depends on your skin's current state. If you are new to Tenderly, start by messaging our team for a quick assessment. Customers purchasing the P899 Professional or P1,100 Sensitive/Melasma tier are required to complete a consultation first.
Are your products safe for sensitive skin?
Most Tenderly products are formulated with sensitive skin in mind. However, the P1,100 Sensitive/Melasma tier and any order involving Bioaqua Salicylic Essence require a specialist-confirmed consultation before purchase. If you have known sensitivities, always inform our team before ordering.
Are these bleaching or skin-lightening products?
No. Tenderly products brighten and even your natural complexion by targeting dark spots and hyperpigmentation. You remain your authentic skin tone — just clearer, more even, and healthier.
How long before I see results?
Most customers notice visible improvement within 4 to 6 weeks of consistent use. Full correction of hyperpigmentation typically takes 8 to 12 weeks. Results vary between individuals based on skin type, concern severity, and consistency of use.
DELIVERY
Do you deliver to my area?
We deliver nationwide across Botswana via Sprint Courier and local courier partners. Message our team to confirm delivery to your specific location.
How long does delivery take?
1 to 3 business days from dispatch. Delivery operates Monday to Saturday. No Sunday deliveries.
What is the courier fee?
Courier fees are variable based on your location. Gaborone: P50–P60. Mid-range cities: P70–P85. Remote areas: P90–P115. Your exact fee is confirmed by our team before dispatch.
Why do I pay the courier fee upfront?
Sprint Courier requires an upfront courier fee for product orders. This is standard courier industry practice and applies to all cosmetic deliveries, not a Tenderly-specific charge.
PAYMENT
When do I pay?
You pay at the door after inspecting your order. If you are satisfied, you pay. If not, you refuse the order and owe nothing for the products. The upfront courier fee is separate and confirmed before dispatch.
How do I pay?
Via mobile money — Orange Money, MyZaka, or eWallet. Cash is accepted for local deliveries. We do not accept PayPal, Stripe, credit cards, or bank transfers.
CONSULTATIONS
Do I need a consultation to order?
Not for most tiers. However, the P899 Professional, P1,100 Sensitive/Melasma tiers, and any order including Bioaqua Salicylic Essence require a completed consultation before dispatch.
How much does a consultation cost?
P35 if you are purchasing — collected alongside your order payment. P149 for a standalone consultation without a purchase. If a standalone consultation customer purchases within 7 days of their session, P114 of the P149 paid is credited toward their order. The remaining P35 is retained as the consultation fee and is non-refundable.
How do I book a consultation?
Through Calendly: calendly.com/tenderly-consultation/15min. Slots are available Monday to Friday, 8:00 AM – 12:00 PM.
How long is a consultation?
15 minutes. Come prepared with your current skin concerns, known sensitivities, and any products you are currently using.
RETURNS AND REACTIONS
What if I am not satisfied?
You have 30 days from delivery to contact us. Opened and partially used products are accepted within this window with original packaging present. Message us at +267 77 395 703 before returning anything.
What if I have a reaction?
Stop use immediately and contact us within 24 hours at +267 77 395 703. Verified reactions qualify for a full refund within a 60-day window and medical reimbursement of up to P500 where applicable.
Are courier fees refunded on returns?
The original courier fee is non-refundable. Return courier costs are covered by Tenderly for wrong items dispatched or verified reactions. Change-of-mind returns are arranged and covered by the customer.
CONTACT
WhatsApp: +267 77 395 703
Email: info@tenderly.store
Consultation booking: calendly.com/tenderly-consultation/15min