Frequently Asked Questions
Ordering, paying, delivery, and what happens when something goes wrong. If your question is not here, phone us. A person answers.
Ordering
Do I need an account to order?
No. You can order as a guest with just your mobile number and address. Creating an account only adds order history, saved addresses and a wishlist. The checkout itself is identical either way.
Why do you call before delivering?
Every cash-on-delivery order is confirmed by phone before it is dispatched. It takes about thirty seconds and it checks two things: that the address is right and that you meant to place the order. A parcel that travels to Sylhet and comes back unpaid is a cost that ends up in everybody's prices, so we would rather make the call. Orders paid online are dispatched without waiting for one.
Can I change or cancel my order?
Yes, free of charge, until the parcel is handed to the courier. Cancel it yourself from My Orders while it is still pending, or call us. After dispatch it has to be handled as a return.
Do you sell products that are out of stock elsewhere?
Only if we can buy them from an authorised source. When a product is genuinely unavailable in Bangladesh we leave it out of stock rather than fill the gap with grey-market stock, which is where most counterfeits enter the country.
Payment
How can I pay?
Cash on delivery anywhere we ship, or online at checkout by card, bKash, Nagad or Rocket through our payment gateway. Riders cannot take bKash on our behalf and do not carry card machines, so an order that is not paid online is paid in cash.
Is it safe to pay online?
Card and mobile-wallet payments are handled entirely by our payment gateway, on their own secure page. Your card number and your bKash PIN are never sent to us and never stored by us. We only receive the gateway's confirmation that the payment succeeded, which we then verify against the gateway ourselves before the order is treated as paid.
Do your prices include VAT?
Yes. Every price shown on the site is the final price of the product in Bangladeshi taka. Delivery is added separately at checkout and is shown before you pay.
Why is your price higher than a Facebook page selling the same thing?
Because an authentic product has a floor price made of the brand's wholesale rate, import duty, VAT and shipping. Anything below that floor is expired, stolen or fake. We would rather explain a higher price than a counterfeit.
Delivery
How long does delivery take?
Inside Dhaka city, usually one to two working days after the order is confirmed. Outside Dhaka, usually three to five working days. Fridays, government holidays and the week before Eid add time, because the couriers do not run a normal service then.
How much is delivery?
It depends on your district, and the exact charge is shown at checkout as soon as you choose it. Orders above the free-delivery threshold ship without a delivery charge; the current rates and thresholds are listed on our shipping and delivery page.
Can I open the parcel before paying?
Yes. On a cash-on-delivery order you may inspect the parcel in front of the rider: check that the seal is intact and that the product is the one you ordered. If it is wrong or damaged, refuse it. You pay nothing and there is nothing to argue about afterwards.
Do you deliver outside Bangladesh?
No. We ship to all 64 districts of Bangladesh and nowhere else.
Authenticity and returns
How do I know the product is genuine?
Check it yourself the day it arrives. The batch code printed on the carton must match the one on the bottle, and it should decode to a plausible manufacturing date in any free batch-code checker. Scan any QR code or hologram and confirm it lands on the brand's own website. Compare the packaging against the brand's official photographs. And send us the batch code, and we can tell you which consignment that unit arrived on.
What can I return?
Anything that reaches you wrong, damaged, sealed-but-expired or not genuine, within three days of delivery. We arrange the pickup at our cost and refund in full including the delivery charge. What we cannot take back is an opened cosmetic that simply did not suit you, which is the same hygiene rule every pharmacy follows.
How long does a refund take?
Within seven working days of the returned product reaching us. An online payment is refunded to the account it came from; a cash-on-delivery order is refunded by bKash or Nagad to the number on the order.
The product broke me out. Can I return it?
Not if it has been opened and used, because it cannot be resold. A reaction is also not evidence of a counterfeit. Genuine products can still be wrong for your skin. Tell us what happened before you buy again and we will help you choose something better suited, which is worth more to both of us than one refund.
Still stuck?
Call +8801332147481 (Saturday–Thursday, 10am–8pm) or email support@skinmaxbd.com. Quote your order number if it is about an order. It looks like SKX-2026-00123 and it is in the SMS we sent you.
The longer answers live on their own pages: how we source and how you verify, shipping & delivery, and the refund & return policy.