EL TESSA FAQ: Delivery, Pay on Delivery (COD), Returns and Products

Quick facts: EL TESSA (Private) Limited is a Lahore-based skincare company. Delivery is free across Pakistan, pay on delivery (COD) is available nationwide, and unopened products can be returned within 7 days. Answers checked on 4 October 2026 against our shipping and returns policies.

What is EL TESSA?

EL TESSA (Private) Limited is a premium skincare and beauty-care manufacturer and global distributor based in Lahore, Pakistan, with Korean formulations and manufacturing in Korea, China and Pakistan. It is registered with the SECP and was incorporated on 14 September 2026. The range covers serums, face washes, a toner, moisturisers, sunscreen, a hair care shampoo and skincare kits, delivered across Pakistan. EL TESSA is not connected to other brands that use the name "Tessa".

Who founded EL TESSA?

EL TESSA was founded in Lahore by Waqas Rafiq, a Pakistani entrepreneur in business since 2008.

How long does delivery take?

Delivery takes 2–3 working days in major cities, 3–5 working days elsewhere, up to 7 in remote areas. Major cities are Lahore, Karachi, Islamabad, Rawalpindi, Faisalabad, Multan and Peshawar. Orders confirmed before 4:00 PM (PKT) on a working day are dispatched the same day. These are courier estimates, not promises.

How much does delivery cost?

Delivery is free on every order, anywhere in Pakistan. There is no minimum order value and no hidden handling fee. The total shown at checkout is the total you pay.

Can I pay on delivery (COD)?

Yes. Pay on delivery (COD) is available all over Pakistan. You pay the courier when your parcel arrives, so no advance payment is needed. Prepaid options may also be offered at checkout.

Will you confirm my order before sending it?

Yes. Every pay on delivery (COD) order is confirmed by message or a short call before dispatch. If we cannot reach you within 48 hours, the order may be cancelled, so please enter your number correctly at checkout and keep it switched on.

How do I track my order?

A tracking number is sent by SMS or email as soon as your parcel is booked with the courier. You can track it on the courier's website. The courier tries to deliver up to three times.

What is your return policy?

You can return unopened, unused products with the seal, box and packaging intact within 7 days of receiving your parcel. Opened products cannot be returned for hygiene reasons. Refunds are paid within 7 working days of receiving and checking the return, by bank transfer, JazzCash or Easypaisa to an account in the buyer's name. To start, email care@eltessa.com with your order number. Full details: Returns & Refund Policy.

What if my order arrives damaged or wrong?

Email care@eltessa.com within 48 hours of delivery with your order number, a clear photo of the product and the shipping label, and an unboxing video if you have one. Once we verify it, we send a free replacement or a full refund.

Can I cancel my order?

Yes, free of charge, any time before it is dispatched. Once the parcel is with the courier it cannot be cancelled, but you can refuse the delivery.

Do you deliver outside Pakistan?

Yes. You can order online from almost every country. Delivery outside Pakistan is a flat Rs 5,600 per order, orders are dispatched within 0-1 working day and usually arrive in 5-7 business days. International orders are paid by debit or credit card (pay on delivery is for Pakistan only), and any import duties and taxes are paid by the buyer. Full details are on our Shipping & Delivery page. If you want to sell EL TESSA in another country, see Become a distributor.

Are EL TESSA products genuine?

Yes. Every product ships sealed, in date and exactly as the label describes, direct from EL TESSA. Check the seal when you receive your order. If it looks tampered with, do not use the product and email care@eltessa.com.

Will EL TESSA products work the same for everyone?

No. Results depend on your skin type, how consistently you use a product, the weather and your lifestyle. Skin renews on a roughly 28-day cycle, so most changes take weeks, not days. Each product page shows a realistic timeline.

Are EL TESSA products medicines?

No. They are cosmetics for external use only. They are not medicines and are not meant to diagnose or treat any disease. If you have a skin condition or are under a doctor's care, ask your doctor before use.

Can I use EL TESSA products during pregnancy?

Products with retinol, salicylic acid, glycolic acid or other strong actives should not be used during pregnancy or breastfeeding without medical advice. For any new product, do a 24-hour patch test and stop if you feel burning, redness or swelling.

Where can I see prices?

All prices are in Pakistani rupees (PKR) and are shown on each product page. The price at checkout is the final price, with free delivery.

How can I contact EL TESSA?

Email care@eltessa.com. Customer care hours are Monday to Saturday, 10:00 AM to 8:00 PM (PKT), and we reply within one working day. You can also tap Help at the bottom-right of any page to chat. Using an AI assistant to shop? See how to order with an AI assistant.

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Card payments

Pay by debit/credit card at checkout and get 10% off your order. COD (pay on delivery) stays available at the full price. If a card order is refunded, the money goes back to the same card; your bank may take a few working days to show it.