Last updated: Oct 4, 2026
Essentials — Only What Your Skin Needs
This Shipping & Returns Policy applies to orders placed on https://www.truelyessentials.com/ with Essentials ( "We", "Us"). It forms part of our Terms of Use.
We currently deliver only within Nepal. If your location is not serviceable, the Website will tell You at checkout.
2.1 Orders are processed on working days ([Sunday to Friday]), excluding public holidays. Orders placed after [time] or on a holiday are processed on the next working day.
2.2 We aim to dispatch orders within [1-2] working days of confirmation. During sales or festivals, processing may take longer, and We will let You know.
2.3 Some orders may need verification by phone or WhatsApp, especially cash on delivery orders. Dispatch may be delayed until We reach You.
3.1 Estimated delivery times after dispatch:
3.1.1 Kathmandu Valley (Kathmandu, Lalitpur, Bhaktapur): [1-3] working days.
3.1.2 Other cities and towns in Nepal: [3-7] working days.
3.1.3 Remote areas: [7-10] working days.
3.2 These are estimates and not guaranteed. Delays may occur due to weather, road closures, strikes, festivals, courier issues or other events beyond our control. We are not liable for such delays.
4.1 Shipping charges are calculated by delivery location and shown at checkout before You pay:
4.1.1 Kathmandu Valley: NPR [___].
4.1.2 Outside Kathmandu Valley: NPR [___].
4.2 Orders above NPR [___] qualify for free shipping [confirm whether this applies to all locations].
4.3 Shipping charges are not refundable once the order has been dispatched, unless the order was delayed by our error or the item was damaged, defective or incorrect.
5.1 Cash on delivery (COD) is available in [serviceable locations] for orders up to NPR [___]. Please keep the exact amount ready.
5.2 If You repeatedly refuse or fail to accept COD orders, We may disable COD for your account or ask for prepayment.
6.1 Once your order is dispatched, We will share the courier details and tracking information, where available, by email, SMS or WhatsApp.
6.2 The courier will make up to [2-3] delivery attempts. If delivery fails because You are unreachable, the address is incorrect or You refuse the order, the order may be returned to Us. We may cancel it and refund any prepaid amount after deducting shipping charges.
7.1 Please give a complete and correct delivery address and a working phone number, including a landmark where possible.
7.2 We are not responsible for delays or non-delivery caused by incorrect or incomplete details. To change an address, contact Us before the order is dispatched.
8.1 Please check the package when You receive it. If the outer packaging is visibly damaged or tampered with, please tell the courier and contact Us immediately.
8.2 We recommend recording a short unboxing video, as it helps Us resolve damage or missing-item claims quickly.
If an order contains multiple products, they may be dispatched in separate packages. You will not pay extra shipping for this.
10.1 You can cancel an order before it is dispatched by contacting Us at [email] or WhatsApp [official number]. Prepaid amounts will be refunded as per Clause 13.
10.2 Once an order is dispatched, it cannot be cancelled. You may refuse delivery, subject to Clause 6.2.
10.3 We may cancel an order for reasons such as stock unavailability, pricing errors or suspected fraud, and will refund any amount You paid.
11.1 Because skincare products are personal-care items, We accept returns and replacements only if the product is:
11.1.1 Damaged or leaking on arrival; and/or
11.1.2 Defective; and/or
11.1.3 Incorrect, i.e., different from what You ordered; and/or
11.1.4 Expired or near expiry at the time of delivery.
11.2 To make a claim, contact Us within [48 hours / 7 days] of delivery with your order number, clear photos and, where possible, the unboxing video.
11.3 Opened, used or partly used products, and products that simply did not suit your skin or preference, cannot be returned or exchanged, unless the law requires otherwise. We encourage You to patch test before use.
11.4 Products must be returned unused (where applicable), with original packaging, and only after We approve the claim. Please do not send items back without contacting Us first.
After We verify your claim, We will, at our option and as far as possible in line with your preference, send a replacement or issue a refund. If the replacement product is out of stock, We will refund You.
13.1 Approved refunds are made to the original payment method, or by bank/wallet transfer for COD orders, within [5-7] working days after approval. Your bank or wallet provider may take additional time to show the credit.
13.2 For COD orders, We may ask for your bank or wallet details to process the refund.
13.3 Shipping charges are refunded only as stated in Clause 4.3.
Free gifts and samples included with an order are part of that order. If You return a product from an order that qualified for a free gift, the gift may also need to be returned or its value deducted from the refund.
Nothing in this policy limits any right You have under applicable Nepali consumer protection law.
For shipping, return or refund queries, write to: [email] or WhatsApp [+977 971-4629107], [10 A.M to 5 P.M].
4 October 2026
