Delivery & returns

How this actually works

Worth reading once, because we are not a warehouse and it changes what you should expect.

1. You message us and we agree what you want, what it costs including delivery, and how it will reach you.
2. If the item is already in Bangladesh, we arrange delivery or collection straight away. If it is a pre-order, we buy it for you in the United States.
3. Orders are gathered and travel together as a single shipment, so one consignment carries several customers’ items. This is what keeps an imported product affordable, and it is why an individual item does not simply fly out on its own.
4. When the shipment lands we contact you and hand it over.

How long it takes

A pre-ordered item normally reaches you about two to three weeks after you confirm. Something already in Bangladesh is much quicker, and we will say so when you ask.

That figure is an expectation, not a promise, and we will not pretend otherwise. The wait depends on a retailer in another country, an international carrier and customs clearance — none of which we control. It stretches around Eid, in heavy monsoon, and when customs is slow.

What we do promise is the part that is ours: we give you the date we expect when you order, we tell you when the shipment lands, and we tell you as soon as we know it will be late rather than leaving you to wonder. If it slips badly enough to matter to you, you may cancel and we refund everything you have paid us.

How it reaches you, and where

• In and around our own area — our own people bring it to you.
• Elsewhere in Bangladesh — by courier, to any area our courier partners serve. Some remote areas take longer or cost more; we tell you before you confirm.
• Collection — you are welcome to collect from us in person instead, which costs nothing.

We do not ship outside Bangladesh.

What delivery costs

There is no fixed rate and no free-delivery threshold. The charge depends on where you are and how the parcel travels, and it is quoted to you in the chat before you confirm. It appears as a separate line on your invoice and is never folded into the product price or added afterwards.

Paying

No payment is ever taken on this website — there is no checkout and no card form here, which is deliberate. What you pay, and when:

• The delivery charge, up front. This is the only money we ask for before the item reaches you. Please read the cancellation section below before you pay it.
• The balance when the item reaches you — cash on delivery or collection, or by bKash, Nagad, Rocket or bank transfer if you prefer.

We do not ask for the full price in advance. Anyone asking you for card details or a wallet PIN “on behalf of T Roselle” is not us — we never ask for either.

Cancelling, and what it costs you

Stated plainly here rather than buried, because it is the one term that can cost you money:

• Before we place the shipment — cancel for any reason and we refund the delivery charge in full.
• After we have bought the item for you — you may still cancel, but the delivery charge you paid up front is not refunded. By then it has been spent bringing your item into the country, and we are left holding stock we bought specifically for you.
• If the fault is ours — the item is damaged, wrong, expired, not genuine, or we cannot deliver it at all — you get everything back, delivery charge included. The rule above never applies when we are the reason.

When it reaches you

Please check it while whoever brought it is still there, if you can. Look for a broken outer seal, crushed packaging, or an item that is not what you ordered. Photograph anything that looks wrong — it makes the next step immediate rather than a discussion.

Returns

Cosmetics and skincare are hygiene-sensitive, so an opened product cannot be returned simply because you changed your mind. We put it right without argument when:

• the item arrived damaged, leaking or broken;
• we sent the wrong product, shade or size;
• it was past its expiry date on arrival, or expires implausibly soon;
• it is not genuine — see the authenticity disclaimer for exactly what we do in that case.

Message us within 7 days with a photograph. A sealed, unopened item can also be returned for another reason at our discretion, minus the delivery charge.

Replacements — and how long one takes

Our normal remedy is to replace the item. Because we do not hold stock, a replacement is bought in and comes over with our next shipment — so expect roughly the same wait again, about two to three weeks. You do not pay anything further, delivery included.

We would rather say that clearly than let a replacement sound like something that happens this week. If you would rather not wait, or if we cannot source it again, we refund you instead — that choice is yours, not ours.

Refunds

Once we approve a refund it is issued within 10 days by the same method you paid. Where the fault was ours, the delivery charge is refunded too.

If something goes wrong

Message us first — most things are sorted in a few minutes. For anything unresolved, write to complaints@troselle.com with “Complaint” in the subject line. We acknowledge within 72 hours and aim to resolve within seven working days. If we cannot resolve it between us, you keep your right to complain to the Directorate of National Consumer Rights Protection.