Return Policy

Effective Date: May 31, 2022

At DECIEM, we want you to love your purchase. However, if you’re not completely satisfied, we offer a 365-day return policy for products purchased through the DECIEM website or one of our DECIEM retail stores.

Eligibility for Returns

  • Products must be at least 50% full.
  • Returns must be made within 365 days (1 year) from the purchase date stated on your invoice/receipt.
  • Items purchased as a set (e.g., The Ordinary No-Brainer Set, NIOD Set No. 1) must be returned in full. Partial refunds are not available.
  • Gift cards cannot be refunded or redeemed for cash unless required by applicable law.
  • Final Sale items and shipping fees are non-refundable.

Retail Partner Purchases

If you purchased DECIEM products through an authorized retailer (e.g., Sephora, ULTA, ASOS), you must follow the return and exchange policies of that retailer. DECIEM does not provide refunds or exchanges for products purchased outside of DECIEM.

Exchanges

We do not offer exchanges or store credit at this time. If you’re unhappy with your purchase, please follow the return process outlined below.

How to Return an Item

1. In-Store Returns

  • You can return unwanted products to any DECIEM retail store in the same country as your purchase.
  • A receipt or proof of purchase is required for a refund to your original method of payment.
  • Returns cannot be processed without an electronic or physical receipt and the original payment method.

2. Online Returns

You can return products by mail to one of our DECIEM warehouses. If returning by mail:

  • Your refund will be issued via PayPal (our Customer Happiness team will reach out for your PayPal details).
  • Shipping costs are not covered by DECIEM.

Returning Products with Shipping Restrictions

Some products may have shipping restrictions. If you’re unsure, please contact our Customer Happiness team before sending back your return.

3. Pop-Up Store Purchases

  • DO NOT ship pop-up store purchases to our warehouse.
  • Instead, contact our Customer Happiness team for return instructions:
    • Visit our contact page under "Returns".
    • Select “Other” under "Warehouse Sent".
    • Enter "DECIEM Pop Up" under "Return Tracking #".
    • Provide the product names under "Products Returned".
  • A team member will provide next steps.

Customer Responsibility for Returns

  • Returned products remain your responsibility until they are received by DECIEM.
  • We recommend using a tracking service and keeping proof of postage.
  • If we cannot locate your order number, we cannot process your refund.
  • Products incorrectly sent back cannot be refunded and will not be returned.

Refund Process

  • We aim to process refunds within 12 business days after receiving the returned product. However, processing times may be longer during high-volume periods.
  • Refunds are issued to the original method of payment (we cannot refund to an alternative card).
  • You will receive an email notification when your refund is processed.

Fair Use Policy

DECIEM monitors return activity to prevent misuse of the return policy.

  • If we detect an unusual pattern of returns, we may contact you for further review.
  • Abuse of our return policy may result in account suspension.
  • If your account is suspended and you need to return an item, contact our Customer Happiness team before sending any products back.
  • DECIEM reserves the right to:
    • Determine eligibility for refunds.
    • Refuse refunds for suspicious or fraudulent orders.

For further details, please see our Terms of Use and Privacy Policy.