FAQ
TENDERLY FREQUENTLY ASKED QUESTIONS
Everything You Need to Know About Professional Skincare
Last Updated: November 2025
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
WhatsApp-first commerce: Personal, consultative approach
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.
Do you offer holiday gift packages?
Yes! During Q4 2025 (November-December), we offer:
P499 "Beauty Gift for Her" with complimentary gift wrapping
P799 "Luxury Transformation Gift Set" with personalized cards
P1,299 "Ultimate Pampering Package" with VIP consultation
Free WhatsApp gift consultation service to help you choose the perfect package
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
Cica (Centella Asiatica): Heals, soothes, repairs skin barrier
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 (ISO, EU guidelines)
Comprehensive safety testing
Licensed healthcare partnerships
24/7 customer safety support
CIPA registration (Eleve Proprietary Limited)
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?
Always patch test first
Start with lowest frequency (2-3x per week)
Use SPF daily when using retinol or acids
Follow provided instructions exactly
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 the payment model work?
NEW PAYMENT SYSTEM:
STEP 1: Place Order
WhatsApp consultation (+267 74033153)
Provide your full delivery address (area, plot/house, city)
STEP 2: Pay Courier Fee
Specialist team confirms exact courier fee for your location (P50-P115)
Pay courier fee upfront via Orange Money (78372298), MyZaka, or bank transfer
This secures your courier slot and confirms order
STEP 3: Delivery & Inspection
Courier delivers to your door
Inspect products at doorstep FIRST
If satisfied, pay product price (P269/P449/P599/P899/P1119)
Take products home!
Why courier fee upfront?
Required by Sprint Courier for cosmetics (industry standard)
Ensures serious purchase intent and priority handling
Covers actual courier costs with no markup
Fees vary by distance (transparent pricing)
You still inspect before paying balance - zero risk!
Example for Gaborone customer (P899 order):
Now: Pay P55 courier fee ā Order confirmed
At delivery: Inspect products ā Pay P899 if satisfied
Total: P954
Example for remote area customer (P899 order):
Now: Pay P115 courier fee ā Order confirmed
At delivery: Inspect products ā Pay P899 if satisfied
Total: P1014
What payment methods do you accept?
Courier Fee (Upfront):
Orange Money: 78372298 (primary)
MyZaka / Mobile Money
Bank transfer (ABSA account)
Product Balance (Upon Delivery):
Orange Money: 78372298
MyZaka / Mobile Money
Bank transfer (with advance arrangement)
NOT ACCEPTED:
Cash at delivery
PayPal or Stripe
Credit/debit cards (not currently integrated)
All payments are via mobile money or bank transfer for security and convenience.
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, selected countries)
What are your shipping costs?
Delivery fees vary by location to reflect actual courier costs:
š Gaborone & nearby areas: P50-P60
š Francistown, Maun, other cities: P70-P85
š Remote/distant areas: P90-P115
How it works:
Provide your full delivery address during consultation
Our specialist team confirms exact courier fee for your location
You pay courier fee upfront to secure your order
Products delivered to your door
You inspect products at doorstep
Pay product price if satisfied
Why variable pricing?
We use premium courier services nationwide. Fees reflect actual distance and logistics costs. We keep it transparent - you pay exactly what the courier charges us, no markup. You still get to inspect everything before paying the product price!
Express delivery: Additional fee in major cities (contact for quote)
International shipping: Calculated by destination
Can I order for someone as a gift?
Absolutely! Our holiday gift service includes:
Personalized gift messages
Professional gift wrapping (complimentary with gift packages)
Direct delivery to recipient
Gift consultation via WhatsApp to choose the perfect products
Discreet pricing (no invoices included in gift deliveries)
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:
Stop using product immediately
Contact us within 24 hours: WhatsApp +267 74033153
Take photos of reaction (if comfortable)
Return unused product for analysis
Full refund guaranteed for verified reactions
Medical reimbursement up to P500 if professional consultation needed
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
š CONSULTATIONS & PERSONALIZED RECOMMENDATIONS
How do consultations work?
15-MINUTE EXPERT CEO ASSESSMENT:
What You Get:
Live video call with CEO Hanz
Show your skin on camera (private, judgment-free)
Discuss your skin goals and concerns
Get personalized system recommendation built LIVE
Professional product matching for your specific needs
Expert answers to your questions
How to Book:
š https://calendly.com/tenderly-consultation/15min
Pricing:
If you purchase: P35 consultation fee + product price + courier fee
If you don't purchase: P149 consultation fee only
What's the difference between P35 and P149 consultation fee?
P35 CONSULTATION FEE:
Applies when you purchase your recommended system during/after the consultation
Example: P899 system + P35 consultation + P55 courier = P989 total
Discounted rate for committed customers
P149 CONSULTATION FEE:
Applies when you choose not to purchase
You still get expert assessment and recommendations
No pressure, no obligation
Paid at end of consultation call
Why the difference?
P35 encourages action on recommendations
P149 covers professional time for non-purchasing consultations
Fair pricing for committed vs browsing customers
Do I have to buy during the consultation?
NO! Absolutely no pressure.
If you DON'T purchase:
Pay P149 consultation fee
Keep all recommendations
Keep expert assessment
No obligation whatsoever
You can purchase later (but P149 fee applies again, not P35)
If you DO purchase:
Pay only P35 consultation fee
Plus your chosen system price
Plus courier fee for your location
Products dispatched within 24 hours
Can I cancel or reschedule my consultation?
YES - with notice:
24+ hours before appointment:
ā Free cancellation
ā Free rescheduling
ā No fees
Less than 24 hours before:
ā ļø P50 late cancellation fee
ā Can still reschedule (fee applies)
No-show (missed appointment):
ā P149 no-show fee
ā Must pay before rebooking
How to cancel/reschedule:
Use Calendly link to reschedule
Or WhatsApp +267 74033153
What do I need for the consultation?
TECHNICAL REQUIREMENTS:
Smartphone with camera
WhatsApp video call capability
Good internet connection or data
Good lighting (to show skin clearly)
Private space (15 minutes)
PREPARATION:
Clean face (no makeup for assessment)
List of current skincare products (if any)
Skin concerns written down
Questions prepared
Budget in mind
Private quiet space
Is the consultation refundable?
CONSULTATION FEE REFUNDS:
ā REFUNDABLE IF:
We cancel or reschedule
Technical issues on our end prevent consultation
We fail to deliver the service
ā NON-REFUNDABLE IF:
Consultation completed (service rendered)
You had technical issues (internet, phone, etc.)
You changed your mind after consultation
You didn't like the recommendations
Why non-refundable after completion:
Professional time and expertise have been provided. Once the service is delivered, payment is due.
Can I get product recommendations without a consultation?
YES, but not recommended.
Without Consultation:
Browse systems at https://take.app/tenderly
Read product descriptions
Choose based on general skin concerns
Higher risk of choosing wrong system
May waste money on incorrect products
With Consultation (Recommended):
Expert assessment of YOUR specific skin
Personalized recommendation for YOUR needs
Avoid costly trial and error
Clear roadmap to results
Professional guidance
Only P35 if purchasing
Most customers find consultation worth it - saves money and time in the long run.
What if I have questions after my consultation?
FOLLOW-UP SUPPORT:
Included in Consultation:
Recommendations sent via WhatsApp
Product links provided
24-48 hours to ask basic questions
Quick clarifications about recommendations
Separate Booking Required:
Detailed follow-up consultations
New skin concerns
Progress check-ins
Product routine adjustments
Ongoing Support:
General questions answered via WhatsApp
Usage instructions provided with products
Customer service available Mon-Sat
Can I book a consultation for someone else?
YES, with considerations:
Gift Consultation:
Book appointment for recipient
Provide their contact information
You can pay consultation fee
They attend the call (one-on-one with CEO)
Parent for Child:
Parents can attend consultation for minors
Discuss child's skin concerns
Parent approval required for purchase
Partner/Spouse:
Book for your partner
They must attend the call
Assessment is for one person's skin
You can listen but not replace them
Do consultations guarantee results?
NO - Important Disclaimer:
What Consultation Provides:
ā Expert product recommendations
ā Professional assessment
ā Personalized skincare guidance
ā Usage instructions
What Consultation Doesn't Guarantee:
ā Specific results (everyone's skin different)
ā Immediate transformation
ā Medical diagnosis or treatment
ā Cure for skin conditions
Results depend on:
Consistent product use (4-16 weeks)
Following instructions properly
Individual skin response
Lifestyle factors (diet, sleep, stress)
Underlying health conditions
Is the consultation medical advice?
NO - We are NOT doctors.
Tenderly Consultations Are:
ā Skincare product recommendations
ā Routine skincare guidance
ā Professional product matching
ā Usage instructions
NOT Medical Services:
ā Not medical diagnosis
ā Not treatment for diseases
ā Not replacement for dermatologist
ā Not prescription recommendations
Seek Medical Care For:
Severe acne, cysts, infections
Sudden rashes or skin changes
Changing moles or lesions
Painful or bleeding conditions
Suspected serious skin issues
We may refer you to a dermatologist if your concerns require medical evaluation.
Can I book multiple consultations?
YES - each priced separately:
Scenarios for Multiple Consultations:
Different family members (separate bookings)
Follow-up after 8-12 weeks (progress check)
New skin concerns arise
Want to adjust routine
Pricing:
Each consultation: P35 (if purchasing) or P149 (if not)
No package discounts currently
Each booking is independent
Most Customers Need:
Initial consultation: Personalized system
Follow-up in 8-12 weeks: Assess progress (optional)
What if I already know which system I want?
You can purchase without consultation:
Direct Purchase:
Browse https://take.app/tenderly
Choose your system
Order via WhatsApp +267 74033153
No consultation fee required
Pay only products + courier fee
Benefits of Skipping Consultation:
Faster (no booking needed)
Lower cost (no P35 fee)
Good if you're certain about your choice
Benefits of Consultation:
Confirm you're choosing right system
Get expert validation
Personalized adjustments
Avoid costly mistakes
Only P35 extra
Most first-time customers benefit from consultation.
How long until I see results after consultation?
Realistic Timeline:
Week 1-2:
Skin adjusting to new products
May see initial brightness
Building consistency
Week 4-8:
Visible improvements emerging
Dark spots beginning to fade
Texture smoothing out
Skin tone evening
Week 12-16:
Significant transformation
Hyperpigmentation visibly reduced
Healthy glow established
Optimal results achieved
Important:
Results vary by individual
Consistency is key
Follow usage instructions
Patch test required
Continue routine after seeing results
Can I record the consultation?
NO - for privacy reasons.
Our Policy:
Video calls are NOT recorded
Protects your privacy
Professional confidentiality
No storage of video footage
What You Get Instead:
Written recommendations via WhatsApp
Product links sent after call
Notes for your reference
Follow-up support available
You CAN:
Take your own notes during call
Screenshot recommendations sent
Ask for written summary
Request clarification later
What payment methods for consultation fees?
Same as Products:
Accepted:
Orange Money: 78372298
MyZaka / Mobile Money
Bank transfer (ABSA account)
NOT Accepted:
Cash
PayPal
Stripe
Credit/debit cards
When to Pay:
P35 fee: Before product dispatch (with courier fee)
P149 fee: At end of consultation call
Late cancellation/no-show fees: Before rebooking
š” CONSULTATION PRO TIPS
Before Your Consultation:
Clean your face (no makeup)
Find good natural lighting
Have privacy for 15 minutes
Check internet connection
Write down your concerns
Have budget in mind
Review systems at https://take.app/tenderly
During Consultation:
Show problem areas clearly
Be honest about skin history
Mention allergies or sensitivities
Ask ALL your questions
Take notes if helpful
No shame - we've seen everything!
After Consultation:
Review recommendations sent
Make purchase decision within 24-48 hours
Follow usage instructions strictly
Patch test before full use
Be consistent for 12+ weeks
Contact support if questions arise
š Ready to book your expert consultation?
š https://calendly.com/tenderly-consultation/15min
Questions?
š± WhatsApp: +267 74033153
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
Holiday gift consultation (choosing products for others)
How do I get a consultation?
WhatsApp us: +267 74033153
Complete skincare questionnaire
Receive personalized recommendations
Get usage instructions and safety guidance
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 (Q4 2025)
What are your different product tiers?
TIER 1 - P269: Kojic Brightening Starter
Entry-level professional brightening for dark spots
TIER 2 - P449: Hyperpigmentation Power System
Targeted treatment for stubborn discoloration
TIER 3 - P599: Professional Face Serum Set
Vitamin C, Hyaluronic Acid, Retinol 2.5%, SPF 86+
Complete morning/evening routine
Professional consultation included
TIER 4 - P899: Complete Transformation System
All Tier 3 products plus cleanser, soap, toner
Extended consultation support
Weekly face masks included
TIER 5 - P1,119: Ultimate Luxury + Spa
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.
Do you have Black Friday or holiday specials?
Yes! During November-December 2025:
Black Friday Early Access (Nov 11-23): P699 bundle normally P899
Holiday Gift Packages (Dec 1-25): Special gift pricing with complimentary wrapping
New Year Transformation (Dec 26-31): Prep packages for 2026 goals
Contact us via WhatsApp for current promotions.
SAFETY & EMERGENCY
What should I do in case of severe reaction?
Stop product use immediately
Rinse affected area with cool water
Contact healthcare provider if reaction is severe
Contact Tenderly within 24 hours: +267 74033153
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
This consultative approach ensures better results and customer safety.
Do you have a mobile app?
Currently, we operate through:
WhatsApp consultation (primary - +267 74033153)
Website (take.app/tenderly) for product information
Take.app platform for order management
A dedicated mobile app is in development for enhanced customer experience.
How do I join your WhatsApp group?
We have a 355+ member community! Contact us via WhatsApp (+267 74033153) and request to join. Members get:
Exclusive content and education
Early access to promotions
Member-only discounts
Community support and success stories
BUSINESS & LEGAL
Is Tenderly legally registered?
Yes, we are registered as Eleve Proprietary Limited (Registration: BW00009422422) with CIPA (Companies and Intellectual Property Authority) in Botswana.
Do you work with businesses or salons?
Yes, we offer partnership opportunities for:
Beauty salons and spas
Corporate wellness programs
Bulk orders for organizations
Revenue-sharing arrangements
Contact us for partnership inquiries.
Still have questions? Contact us directly:
WhatsApp: +267 74033153
Email: info@tenderly.store
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: November 20, 2025
Everything You Need to Know About Professional Skincare
Last Updated: November 2025
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
WhatsApp-first commerce: Personal, consultative approach
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.
Do you offer holiday gift packages?
Yes! During Q4 2025 (November-December), we offer:
P499 "Beauty Gift for Her" with complimentary gift wrapping
P799 "Luxury Transformation Gift Set" with personalized cards
P1,299 "Ultimate Pampering Package" with VIP consultation
Free WhatsApp gift consultation service to help you choose the perfect package
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
Cica (Centella Asiatica): Heals, soothes, repairs skin barrier
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 (ISO, EU guidelines)
Comprehensive safety testing
Licensed healthcare partnerships
24/7 customer safety support
CIPA registration (Eleve Proprietary Limited)
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?
Always patch test first
Start with lowest frequency (2-3x per week)
Use SPF daily when using retinol or acids
Follow provided instructions exactly
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 the payment model work?
NEW PAYMENT SYSTEM:
STEP 1: Place Order
WhatsApp consultation (+267 74033153)
Provide your full delivery address (area, plot/house, city)
STEP 2: Pay Courier Fee
Specialist team confirms exact courier fee for your location (P50-P115)
Pay courier fee upfront via Orange Money (78372298), MyZaka, or bank transfer
This secures your courier slot and confirms order
STEP 3: Delivery & Inspection
Courier delivers to your door
Inspect products at doorstep FIRST
If satisfied, pay product price (P269/P449/P599/P899/P1119)
Take products home!
Why courier fee upfront?
Required by Sprint Courier for cosmetics (industry standard)
Ensures serious purchase intent and priority handling
Covers actual courier costs with no markup
Fees vary by distance (transparent pricing)
You still inspect before paying balance - zero risk!
Example for Gaborone customer (P899 order):
Now: Pay P55 courier fee ā Order confirmed
At delivery: Inspect products ā Pay P899 if satisfied
Total: P954
Example for remote area customer (P899 order):
Now: Pay P115 courier fee ā Order confirmed
At delivery: Inspect products ā Pay P899 if satisfied
Total: P1014
What payment methods do you accept?
Courier Fee (Upfront):
Orange Money: 78372298 (primary)
MyZaka / Mobile Money
Bank transfer (ABSA account)
Product Balance (Upon Delivery):
Orange Money: 78372298
MyZaka / Mobile Money
Bank transfer (with advance arrangement)
NOT ACCEPTED:
Cash at delivery
PayPal or Stripe
Credit/debit cards (not currently integrated)
All payments are via mobile money or bank transfer for security and convenience.
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, selected countries)
What are your shipping costs?
Delivery fees vary by location to reflect actual courier costs:
š Gaborone & nearby areas: P50-P60
š Francistown, Maun, other cities: P70-P85
š Remote/distant areas: P90-P115
How it works:
Provide your full delivery address during consultation
Our specialist team confirms exact courier fee for your location
You pay courier fee upfront to secure your order
Products delivered to your door
You inspect products at doorstep
Pay product price if satisfied
Why variable pricing?
We use premium courier services nationwide. Fees reflect actual distance and logistics costs. We keep it transparent - you pay exactly what the courier charges us, no markup. You still get to inspect everything before paying the product price!
Express delivery: Additional fee in major cities (contact for quote)
International shipping: Calculated by destination
Can I order for someone as a gift?
Absolutely! Our holiday gift service includes:
Personalized gift messages
Professional gift wrapping (complimentary with gift packages)
Direct delivery to recipient
Gift consultation via WhatsApp to choose the perfect products
Discreet pricing (no invoices included in gift deliveries)
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:
Stop using product immediately
Contact us within 24 hours: WhatsApp +267 74033153
Take photos of reaction (if comfortable)
Return unused product for analysis
Full refund guaranteed for verified reactions
Medical reimbursement up to P500 if professional consultation needed
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
š CONSULTATIONS & PERSONALIZED RECOMMENDATIONS
How do consultations work?
15-MINUTE EXPERT CEO ASSESSMENT:
What You Get:
Live video call with CEO Hanz
Show your skin on camera (private, judgment-free)
Discuss your skin goals and concerns
Get personalized system recommendation built LIVE
Professional product matching for your specific needs
Expert answers to your questions
How to Book:
š https://calendly.com/tenderly-consultation/15min
Pricing:
If you purchase: P35 consultation fee + product price + courier fee
If you don't purchase: P149 consultation fee only
What's the difference between P35 and P149 consultation fee?
P35 CONSULTATION FEE:
Applies when you purchase your recommended system during/after the consultation
Example: P899 system + P35 consultation + P55 courier = P989 total
Discounted rate for committed customers
P149 CONSULTATION FEE:
Applies when you choose not to purchase
You still get expert assessment and recommendations
No pressure, no obligation
Paid at end of consultation call
Why the difference?
P35 encourages action on recommendations
P149 covers professional time for non-purchasing consultations
Fair pricing for committed vs browsing customers
Do I have to buy during the consultation?
NO! Absolutely no pressure.
If you DON'T purchase:
Pay P149 consultation fee
Keep all recommendations
Keep expert assessment
No obligation whatsoever
You can purchase later (but P149 fee applies again, not P35)
If you DO purchase:
Pay only P35 consultation fee
Plus your chosen system price
Plus courier fee for your location
Products dispatched within 24 hours
Can I cancel or reschedule my consultation?
YES - with notice:
24+ hours before appointment:
ā Free cancellation
ā Free rescheduling
ā No fees
Less than 24 hours before:
ā ļø P50 late cancellation fee
ā Can still reschedule (fee applies)
No-show (missed appointment):
ā P149 no-show fee
ā Must pay before rebooking
How to cancel/reschedule:
Use Calendly link to reschedule
Or WhatsApp +267 74033153
What do I need for the consultation?
TECHNICAL REQUIREMENTS:
Smartphone with camera
WhatsApp video call capability
Good internet connection or data
Good lighting (to show skin clearly)
Private space (15 minutes)
PREPARATION:
Clean face (no makeup for assessment)
List of current skincare products (if any)
Skin concerns written down
Questions prepared
Budget in mind
Private quiet space
Is the consultation refundable?
CONSULTATION FEE REFUNDS:
ā REFUNDABLE IF:
We cancel or reschedule
Technical issues on our end prevent consultation
We fail to deliver the service
ā NON-REFUNDABLE IF:
Consultation completed (service rendered)
You had technical issues (internet, phone, etc.)
You changed your mind after consultation
You didn't like the recommendations
Why non-refundable after completion:
Professional time and expertise have been provided. Once the service is delivered, payment is due.
Can I get product recommendations without a consultation?
YES, but not recommended.
Without Consultation:
Browse systems at https://take.app/tenderly
Read product descriptions
Choose based on general skin concerns
Higher risk of choosing wrong system
May waste money on incorrect products
With Consultation (Recommended):
Expert assessment of YOUR specific skin
Personalized recommendation for YOUR needs
Avoid costly trial and error
Clear roadmap to results
Professional guidance
Only P35 if purchasing
Most customers find consultation worth it - saves money and time in the long run.
What if I have questions after my consultation?
FOLLOW-UP SUPPORT:
Included in Consultation:
Recommendations sent via WhatsApp
Product links provided
24-48 hours to ask basic questions
Quick clarifications about recommendations
Separate Booking Required:
Detailed follow-up consultations
New skin concerns
Progress check-ins
Product routine adjustments
Ongoing Support:
General questions answered via WhatsApp
Usage instructions provided with products
Customer service available Mon-Sat
Can I book a consultation for someone else?
YES, with considerations:
Gift Consultation:
Book appointment for recipient
Provide their contact information
You can pay consultation fee
They attend the call (one-on-one with CEO)
Parent for Child:
Parents can attend consultation for minors
Discuss child's skin concerns
Parent approval required for purchase
Partner/Spouse:
Book for your partner
They must attend the call
Assessment is for one person's skin
You can listen but not replace them
Do consultations guarantee results?
NO - Important Disclaimer:
What Consultation Provides:
ā Expert product recommendations
ā Professional assessment
ā Personalized skincare guidance
ā Usage instructions
What Consultation Doesn't Guarantee:
ā Specific results (everyone's skin different)
ā Immediate transformation
ā Medical diagnosis or treatment
ā Cure for skin conditions
Results depend on:
Consistent product use (4-16 weeks)
Following instructions properly
Individual skin response
Lifestyle factors (diet, sleep, stress)
Underlying health conditions
Is the consultation medical advice?
NO - We are NOT doctors.
Tenderly Consultations Are:
ā Skincare product recommendations
ā Routine skincare guidance
ā Professional product matching
ā Usage instructions
NOT Medical Services:
ā Not medical diagnosis
ā Not treatment for diseases
ā Not replacement for dermatologist
ā Not prescription recommendations
Seek Medical Care For:
Severe acne, cysts, infections
Sudden rashes or skin changes
Changing moles or lesions
Painful or bleeding conditions
Suspected serious skin issues
We may refer you to a dermatologist if your concerns require medical evaluation.
Can I book multiple consultations?
YES - each priced separately:
Scenarios for Multiple Consultations:
Different family members (separate bookings)
Follow-up after 8-12 weeks (progress check)
New skin concerns arise
Want to adjust routine
Pricing:
Each consultation: P35 (if purchasing) or P149 (if not)
No package discounts currently
Each booking is independent
Most Customers Need:
Initial consultation: Personalized system
Follow-up in 8-12 weeks: Assess progress (optional)
What if I already know which system I want?
You can purchase without consultation:
Direct Purchase:
Browse https://take.app/tenderly
Choose your system
Order via WhatsApp +267 74033153
No consultation fee required
Pay only products + courier fee
Benefits of Skipping Consultation:
Faster (no booking needed)
Lower cost (no P35 fee)
Good if you're certain about your choice
Benefits of Consultation:
Confirm you're choosing right system
Get expert validation
Personalized adjustments
Avoid costly mistakes
Only P35 extra
Most first-time customers benefit from consultation.
How long until I see results after consultation?
Realistic Timeline:
Week 1-2:
Skin adjusting to new products
May see initial brightness
Building consistency
Week 4-8:
Visible improvements emerging
Dark spots beginning to fade
Texture smoothing out
Skin tone evening
Week 12-16:
Significant transformation
Hyperpigmentation visibly reduced
Healthy glow established
Optimal results achieved
Important:
Results vary by individual
Consistency is key
Follow usage instructions
Patch test required
Continue routine after seeing results
Can I record the consultation?
NO - for privacy reasons.
Our Policy:
Video calls are NOT recorded
Protects your privacy
Professional confidentiality
No storage of video footage
What You Get Instead:
Written recommendations via WhatsApp
Product links sent after call
Notes for your reference
Follow-up support available
You CAN:
Take your own notes during call
Screenshot recommendations sent
Ask for written summary
Request clarification later
What payment methods for consultation fees?
Same as Products:
Accepted:
Orange Money: 78372298
MyZaka / Mobile Money
Bank transfer (ABSA account)
NOT Accepted:
Cash
PayPal
Stripe
Credit/debit cards
When to Pay:
P35 fee: Before product dispatch (with courier fee)
P149 fee: At end of consultation call
Late cancellation/no-show fees: Before rebooking
š” CONSULTATION PRO TIPS
Before Your Consultation:
Clean your face (no makeup)
Find good natural lighting
Have privacy for 15 minutes
Check internet connection
Write down your concerns
Have budget in mind
Review systems at https://take.app/tenderly
During Consultation:
Show problem areas clearly
Be honest about skin history
Mention allergies or sensitivities
Ask ALL your questions
Take notes if helpful
No shame - we've seen everything!
After Consultation:
Review recommendations sent
Make purchase decision within 24-48 hours
Follow usage instructions strictly
Patch test before full use
Be consistent for 12+ weeks
Contact support if questions arise
š Ready to book your expert consultation?
š https://calendly.com/tenderly-consultation/15min
Questions?
š± WhatsApp: +267 74033153
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
Holiday gift consultation (choosing products for others)
How do I get a consultation?
WhatsApp us: +267 74033153
Complete skincare questionnaire
Receive personalized recommendations
Get usage instructions and safety guidance
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 (Q4 2025)
What are your different product tiers?
TIER 1 - P269: Kojic Brightening Starter
Entry-level professional brightening for dark spots
TIER 2 - P449: Hyperpigmentation Power System
Targeted treatment for stubborn discoloration
TIER 3 - P599: Professional Face Serum Set
Vitamin C, Hyaluronic Acid, Retinol 2.5%, SPF 86+
Complete morning/evening routine
Professional consultation included
TIER 4 - P899: Complete Transformation System
All Tier 3 products plus cleanser, soap, toner
Extended consultation support
Weekly face masks included
TIER 5 - P1,119: Ultimate Luxury + Spa
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.
Do you have Black Friday or holiday specials?
Yes! During November-December 2025:
Black Friday Early Access (Nov 11-23): P699 bundle normally P899
Holiday Gift Packages (Dec 1-25): Special gift pricing with complimentary wrapping
New Year Transformation (Dec 26-31): Prep packages for 2026 goals
Contact us via WhatsApp for current promotions.
SAFETY & EMERGENCY
What should I do in case of severe reaction?
Stop product use immediately
Rinse affected area with cool water
Contact healthcare provider if reaction is severe
Contact Tenderly within 24 hours: +267 74033153
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
This consultative approach ensures better results and customer safety.
Do you have a mobile app?
Currently, we operate through:
WhatsApp consultation (primary - +267 74033153)
Website (take.app/tenderly) for product information
Take.app platform for order management
A dedicated mobile app is in development for enhanced customer experience.
How do I join your WhatsApp group?
We have a 355+ member community! Contact us via WhatsApp (+267 74033153) and request to join. Members get:
Exclusive content and education
Early access to promotions
Member-only discounts
Community support and success stories
BUSINESS & LEGAL
Is Tenderly legally registered?
Yes, we are registered as Eleve Proprietary Limited (Registration: BW00009422422) with CIPA (Companies and Intellectual Property Authority) in Botswana.
Do you work with businesses or salons?
Yes, we offer partnership opportunities for:
Beauty salons and spas
Corporate wellness programs
Bulk orders for organizations
Revenue-sharing arrangements
Contact us for partnership inquiries.
Still have questions? Contact us directly:
WhatsApp: +267 74033153
Email: info@tenderly.store
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: November 20, 2025