Question 1

What payment methods do you accept?

Accepted Answer

We accept Cash on Delivery (COD), bKash, Nagad, Rocket, and credit/debit cards (Visa, Mastercard). For mobile payments, please send the amount and include the transaction ID at checkout.

Question 2

Is there a minimum order value?

Accepted Answer

There is no minimum order value. However, orders above ৳3,000 qualify for free standard shipping.

Question 3

Can I cancel my order?

Accepted Answer

You can cancel your order within 1 hour of placing it by contacting our support team. After that, the order enters processing and cannot be cancelled.

Question 4

Do you offer Cash on Delivery?

Accepted Answer

Yes! COD is available across Bangladesh. A small COD fee of ৳30 may apply for orders under ৳2,000.

Question 5

How long does delivery take?

Accepted Answer

Standard delivery within Dhaka takes 1-2 business days. Outside Dhaka, delivery takes 3-5 business days. Express delivery (1 business day within Dhaka) is available for an additional ৳200.

Question 6

Do you deliver outside Dhaka?

Accepted Answer

Yes, we deliver across all 8 divisions of Bangladesh. Delivery charges vary by location — orders above ৳3,000 get free standard shipping.

Question 7

How can I track my order?

Accepted Answer

Once your order is shipped, you'll receive a tracking link via SMS. You can also track your order on our Track Order page using your order number.

Question 8

What if my package is damaged during delivery?

Accepted Answer

Please contact us within 24 hours of delivery with photos of the damaged package. We'll arrange a replacement or full refund.

Question 9

Are all products authentic?

Accepted Answer

Yes, every product sold on ChineXa is 100% authentic. We source directly from authorized distributors and brands in Korea, Japan, France, Italy, USA, and UK. We never sell replicas or counterfeit products.

Question 10

What is your return policy?

Accepted Answer

We offer a 7-day hassle-free return policy for unused, unopened products in their original packaging. Skincare and perfume products cannot be returned once opened for hygiene reasons.

Question 11

How do I know if a product is right for my skin?

Accepted Answer

Each product page includes detailed ingredient lists, skin type recommendations, and how-to-use instructions. You can also contact our beauty advisors via WhatsApp for personalized recommendations.

Question 12

How does pre-ordering work?

Accepted Answer

Pre-order products are upcoming launches you can reserve before they arrive. You'll be charged at the time of pre-order, and we'll notify you when it ships. Pre-order items are non-refundable.

Question 13

How do I create an account?

Accepted Answer

We don't require a separate registration step. Simply enter your phone number, verify with OTP, and you're in! Your account is automatically created when you first log in or make a purchase.

Question 14

How do I contact customer support?

Accepted Answer

You can reach us via WhatsApp at +880 1700-000000 (fastest), email at hello@chinexa.com, or through the Contact Us page. Our support hours are Saturday–Thursday, 10AM–8PM.

Question 15

How do I get help from an agent?

Accepted Answer

Click the chat icon at the bottom-left of any page, or use "Get Help" in the footer or your account dashboard, to open a live chat with our support team. You don't need an account to use it — just start typing and we'll reply as soon as possible.

Question 16

I forgot my account. How do I log in?

Accepted Answer

We use phone-based login with OTP verification — no passwords to remember. Just enter your phone number on the login page, receive an OTP, and you're in.

Frequently Asked Questions

Ordering & Payment

Shipping & Delivery

Products & Authenticity

Account & Support