Frequently Asked Questions

Yes. Every YugenBD product is genuine and imported directly from Japan. We source from authorised channels and never sell counterfeit, refilled, or expired stock. What arrives at your door is exactly what you would find on a shelf in Japan.

Each product page lists its key ingredients, skin type, and how to use it. If you are unsure, message our Customer Care team with your skin concerns and we will happily recommend the right match from our range.

We always recommend a small patch test before first full use, especially for actives and new formulas.

Many Japanese formulas are known for being gentle and fragrance-conscious, but sensitivity varies from person to person. Check the ingredient list on the product page and patch test first. If you have a known allergy, reach out before ordering and we will guide you.

Yes. We only stock items with a healthy shelf life. Because inventory is imported directly, batches move quickly and you receive fresh stock. Any product nearing its date is clearly marked or removed from sale.

Browse the store, add your favourites to the cart, and check out with your delivery details. You can also order directly through our Instagram and Facebook pages — just send us a message.

We accept bKash (Send Money) and Cash on Delivery.

For bKash orders, send the amount to our number and enter the transaction ID at checkout — an admin verifies it before dispatch.

Yes, as long as the order has not yet been packed or handed to the courier. Contact our Customer Care team as soon as possible with your order number and we will do our best to update or cancel it.

Most bestsellers are restocked regularly. If something you want is out of stock, you can still place it as a pre-order — we'll ship it as soon as it's back. You can also message us for the expected restock date.

Yes. We deliver nationwide.

Inside Dhaka: typically 1–3 working days. Outside Dhaka: typically 3–5 working days via trusted courier.

Delivery charges depend on your location and are shown at checkout. Inside-Dhaka delivery is charged at a flat city rate, while outside-Dhaka orders follow standard courier rates. We occasionally run free-delivery promotions on orders above a certain value.

Every order is packed with care in a protective YugenBD box to keep your products safe in transit. Glass and liquid items receive extra cushioning. Please keep the original packaging in case a return is ever needed.

Yes. Once your parcel is dispatched, we share a tracking or consignment number through your preferred contact method so you can follow it to your door.

If an item arrives damaged, defective, or incorrect, we will replace it or issue a full refund within 7–10 working days of an approved claim. Report the issue within 3 days of receipt with photo or video evidence.

See our full Return & Refund Policy for details.

Unfortunately no. For hygiene and safety reasons, we cannot accept used, opened, or swatched products, or returns based on a change of mind about smell, texture, colour, or design. Only damaged, defective, or incorrect items qualify for return.

Record a clear unboxing photo or video, then contact our Customer Care team within 3 days with your order number and the evidence. Once verified, we arrange a replacement or refund — with no extra shipping fee for damaged or defective items.

Keep products in a cool, dry place away from direct sunlight and heat. Close caps and lids tightly after use, and follow any specific storage note on the packaging. Proper storage keeps your Japanese skincare fresh and effective for longer.