Frequently Asked Questions (FAQ)

Contact

How can I get in touch with Customer Happiness?

Our Customer Happiness team is based in Toronto, Canada, with additional support from our offices in Nottingham, UK, and Melbourne, Australia.

📅 Hours of Service:
Monday to Friday: 9:30 AM – 5:00 PM EST (excluding holidays)
Weekend support: Limited availability

To reach our team, please visit our Contact Us page or give us a call.

When can I expect a response to my email?

We aim to respond to all inquiries within 48 hours. However, response times may vary during peak periods such as product launches or promotions.

Can I place an order over the phone?

For security reasons, we do not process orders or payments over the phone. However, our Customer Happiness team is happy to guide you through the online ordering process.

Products + Regimens

Do you test on animals? Are your products cruelty-free?

🐰 No, we do not test on animals.
DECIEM has been certified by Leaping Bunny, a globally recognized standard for cruelty-free personal care products.

Are your products vegan?

🌱 Yes! The Ordinary, The Chemistry Brand, and HIF are certified vegan by PETA. We are working to obtain certification for all other DECIEM brands. Check product pages on our website for specific ingredient information.

The product I want is out of stock! What should I do?

We know waiting isn’t fun! 😞 You can send us email at theordinary.help@gmail.com and we will let you know when product available.

⚠ Note: Notifications may be unavailable during promotional periods, and we are unable to provide restock estimates. Please check back regularly!

Can you recommend products for my skin type?

Of course! Our Customer Happiness team is happy to assist you with personalized recommendations. Please fill out our contact form on our website.

Can I get product samples?

At this time, we do not offer product samples. However, you can visit one of our brick-and-mortar stores to try products in person.

How should I store my products?

✅ General Storage: Keep products in a cool, dry place away from direct sunlight.
❄ Refrigeration Required: Some products, such as Granactive Retinoids/Retinols, require refrigeration after opening.

What is the expiry date of your products?

📆 Expiry Dates:

  • Products like NIOD CAIL 1% and sun protection items have expiry dates printed on the packaging.
  • Other products have a three-year shelf life when unopened and stored at room temperature.
  • After opening, refer to the PAO (Period-After-Opening) symbol for guidance.

Are your products safe for pregnancy and breastfeeding?

While our ingredients are tested and considered safe for topical use, we have not conducted testing specifically on pregnant or breastfeeding individuals.

⚠ We recommend avoiding skincare products containing retinoids, such as:
✔ Granactive Retinoid
✔ Retinol

For further advice, please consult your healthcare provider.

Can I cancel my order?

Orders cannot be modified once placed. Cancellations must be requested within 1 hour of order placement 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 requests. Weekend and public/bank holiday support is limited.

Can I remove products from my order?

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

Can I change my shipping address on an order that’s been placed?

Shipping addresses cannot be changed after an order is placed. If there is an error, request a cancellation and place a new order with the correct address.

How many products can I order at a time?

Order limits are based on factors like warehouse fulfillment, shipping fees, frequency of orders, and unit quantity. Please refer to our Terms and Conditions for more details.

I placed an order but never received a confirmation email.

Confirmation emails are sent immediately. Check your spam folder and mark us as safe. If you still haven't received it, contact us with your order details.

How can I track my order?

Once your order ships, you will receive an email with tracking information. You can also track your order using your order number and email address here.

I did not receive a tracking number!

Tracking numbers are assigned before shipment. Check your spam folder if you haven’t received it.

There’s an item missing/damaged! My order is wrong.

We’re sorry! Contact us with your order number, a photo of all received items, and a picture of the packing slip. Issues must be reported within 14 days of receipt.

My order has been shipped to the wrong address!

If your parcel is being returned to us, contact us for reshipment at no cost. If you need to change the destination, your order will be refunded, and you must reorder.

Why is my order in Belgium?

Some international orders ship via Landmark Global and pass through Belgium before reaching their final destination.

I’m having issues tracking my order. Can you help?

Tracking details may take a few days to update. If your tracking hasn’t updated within 5 business days, contact us for assistance.

My order is stuck with customs!

Custom delays can take up to 7 weeks. We have no control over customs processes.

My package is being Returned to Sender (RTS) - What can I do?

If your package is being returned, contact us for reshipment. If we don’t hear from you, a refund will be issued upon receipt at our warehouse.

My order is missing/stolen!

Check your tracking info and surroundings. If missing, report domestic orders within 14 days of shipment and international orders within 21 days. Resolutions vary case by case.

Shipping + Delivery

Other Shipping Policies

  • Billing & Shipping Addresses: Must be in the same country.

  • Customs & Fees: Customers in non-EU countries may incur additional charges.

  • Brexit Impact: Minimal delays expected for UK/EU orders.

  • Military & P.O. Boxes: Not supported.

  • Mail Forwarding Services: Allowed but at your own risk.

  • China Shipping: Not available. Please visit TMall.

  • Restricted Items: Certain items may take longer due to shipping regulations.

Do my billing and shipping addresses need to be the same?

No, your billing and shipping addresses do not need to match. However, for security reasons, they must be in the same country.

Are there any taxes, brokerage, or customs fees?

Most orders within the EU ship with duties paid from our third-party distribution center in Poland. However, certain European countries outside the EU may incur additional fees (e.g., brokerage, taxes/duties, or customs fees), which are the customer's responsibility. Some of these countries include Switzerland, Norway, Ukraine, and Russia.

Has Brexit delayed UK or EU shipments?

Brexit has had minimal impact on deliveries. Most EU orders are processed and shipped from within the EU to minimize delays.

Do you ship with a signature required?

Orders over $500 CAD/USD within the USA and some international shipments may require a signature upon delivery.

Can I ship to military addresses or P.O. boxes in the US?

Unfortunately, we cannot ship to military addresses or P.O. boxes at this time.

Can I ship to a mail or freight forwarding address?

Yes, but please include your first and last name in the appropriate fields. Once delivered to a forwarding service, we are no longer responsible for missing or damaged items, and orders shipped to these addresses are not eligible for replacements or refunds.

Why do some items have shipping restrictions? Will they take longer to arrive?

Certain products are restricted due to international regulations or courier policies. These items must be shipped via ground transport, which may increase delivery time. Orders containing restricted items cannot be shipped to Alaska, Hawaii, Puerto Rico, or in volumes over 300ml within Australia.

Billing & Payments

What payment methods do you accept?

We accept all debit cards, credit cards, PayPal, GPay, ShopPay, credit card gift cards and payments from digital banking apps. 

When will my payment be processed?

Your card will be charged at checkout once your order is placed.

What currency do you charge in?

We display and charge in the local currency based on your shipping country:

  • Canada: CAD
  • USA: USD
  • United Kingdom: GBP
  • Australia: AUD
  • European Union: EUR
  • South Korea: KRW
  • Other countries: USD (pricing may vary due to import costs)

If your bank account is in a different currency, your bank will convert the charge at the current exchange rate. Any additional bank fees are not imposed by us.

Why was I charged more than my order total?

We only charge the amount shown at checkout. However, if you're using a prepaid card, your bank may apply temporary holds or additional fees. Please check your card provider's terms for details. If you believe you were overcharged, contact us for assistance.

Returns & Refunds

What if I receive a damaged or incorrect item?

We're sorry! If you receive a damaged, defective, or incorrect item, please contact us with your order number, a photo of the received item(s), and a picture of the packing slip. Issues must be reported within 14 days of receipt.

Do I need to pay for return shipping?

Yes, customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., damaged or incorrect items).

Can I exchange a product instead of returning it?

We currently do not offer exchanges. If you’d like a different product, we recommend returning the unwanted item for a refund and placing a new order.

Do you offer store credit for returns?

No, refunds are issued back to the original payment method. We do not offer store credit.

What if I paid with a gift card?

If you paid with a credit card gift card, your refund will be issued back to the same card. If the card is no longer available, please contact our Customer Happiness team for further assistance.

Can I return a product I received as a gift?

If you received a gift purchased from our website or stores, you may return it within our 365-day return window, provided it meets our return requirements. Refunds will only be issued to the original payment method.

My return was approved, but I haven’t received my refund. What should I do?

Once we process your return, the refund will be issued to your original payment method. Depending on your bank, it may take 5-10 business days to reflect in your account. If you haven’t received it after this time, please contact your payment provider.

Technical + Other

Why was my payment declined?

If your payment was declined, it could be due to insufficient funds, incorrect card details, or your bank flagging the transaction as unusual. We recommend checking with your bank or trying a different payment method.

How do I unsubscribe from marketing emails?

We’re sorry to see you go! You can unsubscribe by clicking the “Unsubscribe” link at the bottom of any marketing email.

Do you offer price adjustments?

We do not offer price adjustments on past purchases.

Can I stack discount codes?

Only one promo code can be applied per order.

Does DECIEM offer student, military, or healthcare worker discounts?

At this time, we do not offer special discounts for students, military personnel, or healthcare workers.

Does DECIEM offer samples?

We do not offer samples at this time, but our 365-day return policy allows you to shop with confidence.

Can I request Safety Data Sheets (SDS) for products?

We do not provide SDS documents for customer use. If you require more details about product safety, please contact our team.

Do you offer an affiliate or rewards program?

We do not have an affiliate or loyalty program at this time.

Can I purchase DECIEM products for resale?

DECIEM products are for personal use only. Bulk orders or purchases suspected of resale may be canceled.

Are your products cruelty-free and vegan?

Yes! All DECIEM brands are cruelty-free and do not test on animals. Many of our products are also vegan, with ingredient details available on each product page.