The Ordinary is a skincare brand that offers effective, clinical formulations with integrity. We focus on familiar, effective clinical technologies positioned to raise pricing and communication integrity in skincare.

Our Happiness Guarantee ensures that if you're not completely satisfied with your purchase, you can return it within 365 days for a full refund or exchange, no questions asked.

No, we do not test on animals and we do not sell our products in Mainland China where animal testing is required by law.

Most of our products are vegan. We clearly label any products that contain animal-derived ingredients on our website and packaging.

Yes, all of our products are cruelty-free. We do not test on animals at any stage of product development and we do not ask others to test on our behalf.

A regimen is a customized skincare routine that combines multiple products to address specific skin concerns. We offer regimen guides on our website to help you build the best routine for your skin.

We offer a skincare routine finder on our website that can help you select products based on your skin type and concerns. You can also consult with our customer service team for personalized recommendations.

Most of our products should be stored in a cool, dry place away from direct sunlight. Some products may have specific storage instructions, which will be indicated on the packaging.

The expiry date is printed on the packaging of each product. Most of our products have a shelf life of 12-24 months after opening.

We recommend consulting with a healthcare professional before using any skincare products during pregnancy or while breastfeeding, as they can best advise based on your individual circumstances.

To conduct a patch test, apply a small amount of the product to a discreet area of skin (like the inside of your wrist). Wait 24 hours and check for any adverse reactions before applying the product to your face.

To ensure you have an authentic product, always purchase from our official website or authorized retailers. If you suspect a counterfeit product, please contact our customer service team with details of your purchase.

You can contact our customer service team through email at customercare@deciem.com or through our website's contact form. We aim to respond to all inquiries within 24-48 hours.

Our customer service team is available Monday to Friday, 9am to 5pm EST. We are closed on weekends and public holidays.

Yes, we have physical stores in several locations worldwide. You can find a list of our store locations on our website under the "Store Locator" section.

We welcome all feedback! You can send your comments or suggestions to our customer service email or through our website's contact form. Your input helps us improve our products and services.

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this number on our website or the carrier's website to track your package.

We process orders quickly to ensure fast shipping. If you need to change or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request, but we can't guarantee changes once the order has been processed.

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay on our website.

Yes, we ship to many countries worldwide. You can check if we ship to your country during the checkout process.

Delivery times vary depending on your location and chosen shipping method. Generally, domestic orders are delivered within 3-5 business days, while international orders may take 7-14 business days.

If you have placed the order without setting up a password you can track it here.

We offer standard and express shipping options. The available options and their costs will be displayed during checkout.

Shipping costs vary depending on your location and the shipping method chosen. We often offer free shipping promotions for orders over a certain value.

We ship to many countries worldwide. You can check if we ship to your country by entering your address during the checkout process.

Delivery times vary depending on your location and chosen shipping method. Domestic orders typically arrive within 3-5 business days, while international orders may take 7-14 business days.

If you need to change your shipping address, please contact our customer service team as soon as possible. We'll do our best to update your order if it hasn't been shipped yet.

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay on our website.

Yes, our website uses secure encryption technology to protect your personal and payment information. We are PCI DSS compliant, ensuring the highest standards of payment security.

Your credit card will be charged when your order is processed, typically within 24-48 hours of placing your order.

Currently, we do not offer payment plans or installment options. All purchases must be paid in full at the time of order.

We offer a 365-day return policy. If you're not satisfied with your purchase, you can return it for a full refund or exchange within 365 days of purchase.

To initiate a return, please contact our customer service team. They will provide you with a return authorization and instructions on how to send your items back.

In most cases, customers are responsible for return shipping costs. However, if you received a damaged or incorrect item, we will cover the return shipping.

Once we receive your return, it typically takes 5-7 business days to process. Refunds are usually issued to the original payment method within 3-5 business days after processing.

If you're experiencing technical issues with our website, try clearing your browser cache and cookies, or try using a different browser. If the problem persists, please contact our customer service team for assistance.

To reset your password, click on the "Forgot Password" link on the login page. Enter your email address, and we'll send you instructions to reset your password.

Yes, you can change your email address in your account settings. Log in to your account, go to the "Account Information" section, and update your email address.

Yes, our website uses SSL encryption to protect your personal information. We also comply with data protection regulations to ensure your data is kept safe and secure.

We use industry-standard security measures to protect your personal information. This includes encryption, secure servers, and strict access controls. We also comply with data protection regulations like GDPR and CCPA.

We collect information necessary to process your orders and improve your shopping experience. This may include your name, email address, shipping address, and purchase history. You can find more details in our Privacy Policy.

We do not sell your personal information. We may share your information with service providers who help us operate our business, such as payment processors and shipping companies. These providers are bound by strict confidentiality agreements.

You can update your personal information in your account settings. If you wish to delete your information or exercise your data rights, please contact our customer service team.

Click & Collect allows you to order online and pick up your items in-store. During checkout, select "Click & Collect" and choose your preferred store location. We'll notify you when your order is ready for pickup.

Click & Collect is available at select store locations. You can see the available stores during the checkout process when you select "Click & Collect" as your delivery method.

We typically hold Click & Collect orders for 7 days. If you need more time, please contact the store or our customer service team.

Please bring a valid photo ID and your order confirmation email or number when you come to collect your order.

Yes, we offer digital gift cards that can be used for online purchases on our website.

You can purchase a gift card on our website. Go to the "Gift Cards" section, select the amount, and proceed to checkout. The gift card will be emailed to the recipient.

Yes, gift cards can be used for online purchases on our website. During checkout, you'll have the option to enter your gift card code.

You can check your gift card balance on our website under the "Gift Card Balance" section. You'll need to enter your gift card number and PIN.

TikTok Shop is a feature that allows you to purchase products directly through the TikTok app. We partner with TikTok to offer some of our products through this platform.

To purchase through TikTok Shop, look for our official TikTok account and videos with shopping tags. Click on the product tag to view details and add items to your cart. You can then complete your purchase within the TikTok app.

We strive to maintain consistent pricing across all platforms. However, there may occasionally be platform-specific promotions or differences. Always check both platforms for the best available offer.

Yes, items purchased through TikTok Shop can be returned according to our standard return policy. However, the return process may differ slightly. Please refer to the TikTok Shop return instructions or contact our customer service for assistance.

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