FAQs

Please read the terms in full before you use this Website. If you do not accept these terms, please do not use this Website. Continue using the Website implies that you accept these terms. We do occasionally update these terms so please refer back to them in the future.

The term Benscrub.com we refers to the owner of the website. The term you refers to the user or viewer of our website.

SHIPPING

When will my order ship?

Orders are processed for delivery on working days via JNE or SiCepat (Monday to Friday) by 12.00pm, not including public holidays. 

If you place your order over the weekend or on a public holiday, it will be processed and sent out the next business day (Monday to Friday).

Where is my order?

Once your order has shipped, you will receive a sipping confirmation e-mail with your tracking information enclosed. Please head to www.jne.com or sicepat.com to track your order. 

If you are unable to locate tracking number, or if you have any questions about your shipped order please contact us on 0878-8482-2290 by WhatsApp or e-mail to cs@benscrub.com and our Customer Service team will assist you with your enquiry.

How to be eligible for free shipping?

We are happy to offer free shipping on all orders of IDR 500,000 or more! Free shipping is currently available for Jabodetabek area, Bandung, Surabaya, and Medan only.

If you are not seeing the free shipping option available and your order meets the above criteria, try refreshing your browser’s cookies or restarting the browser to unlock the free shipping option.

Can I receive my order on the same day?

Delivery by GO-JEK or Porter are available only for customer in Jakarta area who completed the payment and confirm their order at 1 PM at the latest.

  • GO-JEK: Shipping cost is covered by customers
  • Porter:
    • Same Day Delivery: IDR 25,000 (flat rate) valid for Jakarta area only
    • Next Day Delivery: IDR 18,000 (flat rate) valid for Jabodetabek area only

Orders are processed for delivery on working days (Monday to Friday) from 9 AM to 6 PM, not including public holidays.

RETURN

What if I receive a damaged or defective product?

We hope that you will be thrilled with your order. However, if you receive a damaged or defect item, we will gladly exchange or refund your purchase. You may return any damaged products to us within 3 days upon reception.

Please contact our friendly Customer Service team on 0878-8482-2290 by WhatsApp or e-mail to cs@benscrub.com who will be happy to assist in arranging you a replacement.

PLEASE KEEP IN MIND:

  • We do not accept empty bottles, used products, and opened products
  • Products must be returned with all original packaging to qualify for an exchange or refund
  • Damaged products are eligible for exchange unless the product is out stock, we will gladly refund your purchase
  • Refund will be processed within 3-5 business days from the day you report to our Customer Service team

Please note that you are responsible for shipping costs and the safe return of merchandise

ACCOUNT DETAILS

I can not access my account, what should I do?

If you’re having difficulty accessing your account, the most likely reason is that your email address and/or password have been entered incorrectly.

Check the spelling of your email address and if you’re still unable to log in, you can request a new password by clicking the relevant link.

This should allow you to access your account and amend the password to that of your choice.

When I log in, I can't view my orders?

Only orders placed after your account has been created will appear in your order history. If you have checked out as a guest you will receive an order summary email, but no account will be created. Contact customer service if you have any queries.

However, if you’ve logged in to place the order and it’s not appearing in your records, please email our customer service team at cs@benscrub.com who will be able to advise you.