FAQ.
Contact
How can I get in touch with Customer Happiness?
When can I expect a response to my email?
Can I place an order over the phone?
Products + Regimens
Do you test on animals? Are your products cruelty-free?
Are your products vegan?
The product I want is out of stock!
Can you recommend some products for my skin type?
Why aren’t The Ordinary Granactive Retinoids or UV Filters SPF 45 Serum available in Canada?
Which The Ordinary stores carry the Serum Foundation?
Can you send me samples?
Where can I buy your products?
How do I store your products?
What is the expiry date of your products?
Can you tell me which products are suitable for pregnant or breastfeeding people?
How do I conduct an at-home patch test?
Is my product authentic or counterfeit?
Order Inquiries
If you have placed the order without setting up a password you can track it here.
If you have an account with a password you can view your order history here.
Can I cancel my order?
Can I remove products from my order?
Can I change my shipping address on an order that’s been placed?
How many products can I order at a time?
I placed an order on your website and never received a confirmation email. What should I do?
How can I track my order?
I did not receive a tracking number!
There’s an item missing/damaged! My order is wrong.
My order has been shipped to the wrong address!
Why is my order in Belgium?
I’m having issues tracking my order; can you help me?
My order is stuck with customs!
My package is being returned to your warehouse. What can I do?
My order is missing or may have been stolen – what should I do?
Shipping + Delivery
I’d like to receive my order for the holidays, what are the cut-off dates for ordering?
Where does DECIEM ship to?
Why is my country not listed on your website?
How much is shipping? How much to qualify for free shipping?
What is the estimate for delivery?
How long does an order take to process?
What shipping courier do you use? Where do you ship from?
Do my billing and shipping addresses need to be the same?
Are there any taxes, brokerage, or customs fees?
I’m in the US. Can I ship to military addresses or P.O. boxes?
I’m in Canada. Can I use a PO Box as my shipping address?
Can I ship to a mail/freight forwarding address?
Do you ship to China?
Do you ship to Nunavut, Northwest Territories, and Yukon?
UPS delivered my parcel to a pick-up point. What should I do?
Billing + Payments
What methods of payment do you currently accept?
When will my payment be processed?
What currency do you charge in?
Why have you charged me more than the total?
Returns
What is your return policy?
How do I return an item purchased from a DECIEM Pop-up Shop?
Can I return products without their original boxes/packaging? Can I return multiple orders in the same box?
I had a reaction, can I return this product?
Are shipping fees refundable?
What is a return tracking number?
I bought my product from another retailer, can I return it to DECIEM?
Can I return products I bought online in-store?
When will I get my refund?
Why is my refund less than the amount paid?
Can I mail back store purchases?
I lost my DECIEM store receipt, what can I do?
Can you refund on to another card?
I have my Return Details, where can I submit them?
Technical + Other
My transaction was declined but my card was charged?!
How do I sign up for an account?
Can I update my email address? How do I change my password?
I received an email from your Order Security team, is this real?
Can I update my cookie consent?
What if I am a person with a disability?
Data Privacy
For more information on our data practices please review our Global Privacy Policy
What information does DECIEM collect?
How is my information being used?
How is my information being protected?
What control do I have over my data?
How can I request access to my personal data?
How can I request to have my data removed?
How and where is my information being stored?
Does DECIEM sell my information?
Does DECIEM use or share information with any third parties?
Click & Collect
How does the Click & Collect program work?
How do I change my pickup store? How can I ship my order to my house instead?
How can I return items from my pickup purchase?
How long do I have to pick up my order?
I am unable to pickup my order within the pickup window. Can I request a designate to collect my order instead?
I’ve placed an order, but a product/the order was cancelled.
Will this pickup in-store be a permanent feature?
Gift Cards
What regions are Digital Gift Cards available in?
What currencies will be available?
Can I purchase a Digital Gift Card for a friend in another country?
Can I purchase products and Digital Gift Cards in the same order?
How do I use my Digital Gift Card?
Can I use Digital Gift Cards in store?
Will there be physical Digital Gift Cards?
How do I check my Digital Gift Card balance?
Can I return or cancel a Digital Gift Card?
Can I return a purchase made with a Digital Gift Card?
Can I schedule a Digital Gift Card to send to my friend later?
Can I buy a Digital Gift Card for myself?
Can I use multiple Digital Gift Cards in an order?
Can I use a Digital Gift Card and a credit card to purchase an order?
Can I purchase a Digital Gift Card with a Digital Gift Card?
Can I use my CAD Digital Gift Card on the US site?
Can I purchase multiple Digital Gift Cards in an order?
Can I save my Digital Gift Card to my deciem.com account?
Will Digital Gift Cards expire?
Can I reload my Digital Gift Card?
Can I combine Digital Gift Cards?
Will I be charged shipping if I buy a Digital Gift Card?
What denominations will be available?
What happens if I lose the details of my Digital Gift Card?
TikTok Shop
What is TikTok Shop? Is it The Ordinary-affiliated?
Which products are available on TikTok Shop?
I’d like to return a product that was purchased via TikTok Shop.
Can I cancel my TikTok Shop order?
I have a question about a product purchased through TikTok Shop.
Why was my TikTok Shop order cancelled?
I’m having an issue with the TikTok Shop application. What should I do?
How long will it take for my TikTok Shop order to be processed and shipped?
What courier will be used to ship my TikTok Shop order?
Where will my TikTok Shop order be shipped from?
Who can order from TikTok Shop?
Subscriptions
How do subscriptions work?
What are the benefits of subscribing?
Is there a minimum commitment period?
How do I modify my delivery frequency?
How do I cancel my subscription?
I’ve cancelled my subscription but I also want to cancel my upcoming order. What are the next steps?
Do I need to be logged into my DECIEM account to activate subscriptions?
What countries are subscriptions available in?
Can I pause or skip my next order?
Can I receive my next order sooner?
What products within The Ordinary are available with subscriptions? / Are any products excluded from subscriptions?
What happens if one of my subscription products is out of stock?
What is your return policy for subscriptions?
Can I add items to my next order with an existing subscription?
Will I be notified if my card was declined for my subscription?
How do I update my subscription payment method?
What payment methods are accepted for subscriptions?
Will I be notified before my next subscription order is processed and my card is charged?
Can I change the shipping address of my subscription?
There is an issue with one of the products in my subscription, what do I do?
Can the price of the products I buy change?
Can’t find the answer you need? Please reach out to our DECIEM Customer Happiness team.