Our Customer Happiness team is based out of our Toronto, Canada head office with partial support available through our offices in Nottingham, UK and Melbourne, Australia. The team's hours of service are Monday to Friday from 9:30 AM to 5 PM EST (excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page to submit your inquiry or give us a call.

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Happiness team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.

DECIEM does not test on animals and does not ask others to do so. DECIEM has been certified with the Leaping Bunny stamp of approval, a widely recognized standard for personal care and household products.

The Ordinary, The Chemistry Brand, and HIF have been certified vegan by PETA, and we are currently obtaining certification for all other DECIEM brands. Until then, please refer to our legend for each product on our website that will indicate the specifications of any given product (for example, if it is vegan, nut-free, oil-free, etc.)

We know there's nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the "Email Me When in Stock" button underneath the product you're interested in, we'll let you know as soon as it's restocked!

Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!

Absolutely! For regimen/product related inquiries, please fill out the contact form on our website and our Customer Happiness team will be happy to further assist!

Some products like those containing Granactive Retinoid or the AHA 30% + BHA 2% Peeling Solution are not available due to local restrictions. However, we do have alternatives in our Retinoids and Direct Acids categories.

You can find our Serum Foundation at the following stores:

• Toronto: 18 Distillery Lane, Toronto, ON M5A 3C4
• New York: 475 5th Ave, New York, NY 10017
• London: 115-117 Commercial St, London E1 6BG,
• Melbourne: 233 Gertrude St, Fitzroy VIC 3065

Unfortunately, we do not offer product samples at this time! We encourage you to visit one of our DECIEM brick-and-mortar stores to test our products in person.

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.

Cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 9:30 AM-5 PM EST/GMT). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

We happily ship to almost every country*. We offer one shipping option at this time, but we hope to offer expedited shipping in the future.

*Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to our Customer Happiness team for more information. To reach our team, please visit our contact page to submit your inquiry or give us a call.

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email from DECIEM once your order has shipped with your tracking number for each order, along with a tracking link.

Please note that the below shipping timelines are estimates and not guaranteed.We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via our contact page with any further queries you may have.

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-4 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. DECIEM takes no responsibility if you are not there to receive your order.COVID-19 Update:Order processing may be further delayed in some countries. We are also mindful of any sanitization processes our couriers have in place that may delay processing to ensure your order is delivered safely. See more details here.

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

Your card will be charged during checkout once your order has been placed.

We're sorry to hear that it's not working out. If you are not satisfied with your purchase made through the DECIEM website or one of our DECIEM retail stores, we are happy to let you know that you can return any unwanted products that areat least 50% fullwithin365 days (1 year) from the date of purchase as stated on your invoice/receipt.

Please note that items purchased as a set (e.g. The Ordinary No-Brainer Set, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

You can view the full Return Policy and return instructions here.

If you change your mind about a purchase and the pop-up shop is no longer present, you may return the item to any of our DECIEM store locations. Alternatively, you may fill out the "My Return Details" form on our contact page and our Customer Happiness team will provide you with the next steps. Please do not ship item(s) purchased from a DECIEM pop-up to our warehouse.

Please note that a receipt or proof of purchase is required to process your refund on your original method of payment. We do not offer store credit. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout or the original method of payment used.

If there were multiple attempts to pay for your order. You may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. However, as the transaction was declined no funds have been transferred to DECIEM.

You can sign up for an account by visiting this link and filling out the fields under "NEW CUSTOMER". Happy Shopping!

To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.

We may obtain information about you from various sources, however, it is always your choice to provide this information, and you may withdraw consent at any time. We may collect information when you purchase goods or services from us, provide it to us at one of our stores, on our website (www.deciem.com), when you participate in an offer or promotion, via our social media pages, at one of our events, or if you contact us by telephone.

The types of information you may provide to us includes:

• Contact information (such as name, postal address, email address, mobile, or other phone number)
• Age and date of birth
• Gender
• Payment information (such as your delivery address and billing address)
• Purchase history
• Account information (user ID and password)
• Product preferences and feedback
• Location information
• Your physical characteristics, skincare concerns and preferences
• Information in relation to product complaints (includes reaction to skin, your ethnic origin and allergies)
• Content you provide (such as photographs, videos, reviews, articles, survey responses, and comments)
• Device information provided to us through the type of device you use when you visit our website and social media pages (which may also include your unique device identifier, IP address, type of device or mobile operating system)
• Information provided to us through social media networks when you visit our social media pages (such as your name, profile picture, likes, location, friend list, and other information made publicly available by you on the social media network)

Our products are available for sale online, in our retail stores, and with many of our retail partners which can be explored at Find Us page. Unless otherwise indicated at the time that you provide your information, any information collected by one of our retail partners is not provided to us. This Policy does not address any data collection by any of our retail partners. When you visit a DECIEM website or our social media pages, we may also collect certain information about your device or usage by automated means, including using technologies such as cookies, web server logs, and web beacons.

In relation to your information collected for the purpose of purchasing our products in the United Kingdom or the European Economic Area, the controller is Deciem UK Ltd.

We may use the information provided to:

• Send you promotional materials or other communications
• Provide products and services to you
• Process your payment and/or gift card transactions
• Create and manage your online account, including access to your online and in-store purchase history
• Assist with product selection
• Respond to your inquiries
• Tailor ads displayed to you on our site and elsewhere to your interests and history with us
• Communicate with you about, and administer your participation in, special events, contests, sweepstakes, surveys and other offers
• Operate and communicate with you about our social networking applications
• Operate, evaluate and improve our business (including developing new products and services improving our current products and services; managing our communications; analyzing our products; performing data analytics; and performing accounting, auditing and other internal functions)
• Protect our systems and infrastructure from security risks
• Comply with applicable legal requirements, relevant industry standards, and our policies

If we use your information in ways not mentioned here, we will let you know in advance. It is always your choice to provide this information, and you may withdraw consent at any time.

We maintain appropriate administrative, technical, and physical safeguards designed to protect the information you provide against accidental, unlawful, or unauthorized destruction, loss, alteration, access, disclosure, or use. However, no security system is perfect, and we cannot promise that information about you will remain secure in all circumstances, including the security of your data during transmission to us.

We use physical, technical, organizational, and administrative safeguards to help protect your information from unauthorized access or loss. For example, we use technology like encryption to protect sensitive information (such as your name and address) during transmission. We will retain your information for as long as the information is needed for the purposes listed herein, and for any additional period that may be required or permitted by law.

1. Visit DECIEM.com
2. Shop slowly.
3. Upon checkout, select ‘Free Pickup In Store' and select your nearest DECIEM store.
4. Await your order confirmation, which will also share a pickup date window and store hours.
5. Once your order is ready to pick up, you will receive an email with your pickup window, store hours, and the store phone number (keep it handy!)
6. Pick up your order from our friendly staff, smile and enjoy your journey home. :-)

Select the location icon on the top right corner of any web page to change your country, pickup store, or to revert to online shopping for home delivery.

• Canada
• United Kingdom
• Australia
• United States
• Germany
• France
• Netherlands
• Spain
• Ireland
• Italy
• South Korea
• Hong Kong

• CAD
• GBP
• AUD
• USD
• EUR
• KRW
• HKD

Yes - In order to purchase the digital gift card for a friend, you must toggle to the country your friend resides in using the country selector menu located at the very top of the page. Once the desired country has been selected, you can continue with your purchase.

TikTok Shop is an e-commerce solution integrated within TikTok. If you are making your purchase through our authorized The Ordinary TikTok Shop account, we can assure you that you are receiving an authentic product.

You can find the full range of our US product offerings on our TikTok Shop (depending on stock availability).

If you would like to return a product purchased via TikTok Shop, please be sure to explore their return policy, under section 4:TikTok Shop Return Policy

You have one (1) hour to cancel your TikTok Shop order via the TikTok Shop Portal. Kindly note that our Customer Happiness team is unable to cancel TikTok Shop orders on your behalf.