Refund & Return Policy
Return Eligibility
We’re sorry to hear that it’s not working out. If you are not satisfied with your purchase, you may return unwanted products that are sealed and unopened within 30 days (1 month) from the date of delivery or purchase as stated on your invoice/receipt.
For health protection and hygiene reasons, products that have been opened, used, tampered with, or damaged after delivery may not be eligible for return or refund unless required by applicable law.
Items purchased as a set (e.g. product bundles, promotional sets, or gift sets) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.
Gift cards cannot be refunded or redeemed for cash except where required by applicable law.
Shipping fees and products listed as Final Sale are non-refundable unless otherwise required by law.
European Union Customers
If you are located in the European Union, you may have a statutory right to withdraw from your purchase within 14 days of receiving the goods without providing a reason, subject to applicable legal exceptions.
To exercise this right, please contact us by email at shop@theordinary.uk.com or through our website live chat before the withdrawal period expires.
Certain products may be excluded from withdrawal rights where permitted by law, including products that have been opened after delivery and are not suitable for return due to health protection or hygiene reasons.
Nothing in this policy affects any statutory consumer rights available under applicable law.
Retail Partners
We do not provide refunds or exchanges for products purchased outside of DECIEM (e.g. Sephora, ULTA, ASOS, etc.). You must abide by the return and exchange policies set in place by the authorized retailer you have made your purchase with. Please contact the retailer in question for more details.
Exchanges
We do not offer store credit or exchanges at this time. However, if you’re unhappy with one of our products, please review the return instructions below.
Store Returns
You may return unwanted products to any DECIEM retail location within the same country as your original purchase. A receipt or proof of purchase is required to process your refund to your original method of payment. We do not offer store credit or exchanges. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout in addition to the original method of payment used.
If you are unable to return to one of our DECIEM Retail Stores you can return the products to one of the DECIEM warehouses noted below. Please be advised, your refund will be issued via PayPal. Our Customer Happiness team will contact you for your PayPal information.
Pop-up store purchases
Please do not ship item(s) purchased from any of our DECIEM pop-up shops to our warehouse. We kindly ask that you notify our Customer Happiness team by visiting our contact page under "Returns".
Online Returns
Online orders can be returned in-store or online.
Return in store
To return in-store, please provide our store ambassador with your order number at checkout. If you are not near a DECIEM store and need to return your product(s) via mail, follow the return by mail instructions.
Return by mail
Kindly note some products have shipping restrictions which will follow a separate process listed below.
Please send your product(s) that you wish to return to your nearest DECIEM warehouse:
|
Canada: DECIEM Attn: RETURNS 1510 Caterpillar Road. Mississauga, ON L4X 2Y1 Canada |
USA: DECIEM USA LLC Attn: RETURNS 2013 McCarter Hwy Newark, New Jersey 07104 USA |
Australia: DECIEM Attn: RETURNS Unit 13, 331 Ingles Street Port Melbourne, VIC 3207 Australia |
|
UK/EU: DECIEM UK Ltd Attn: RETURNS Unit 1 Castle Park Queens Drive Nottingham NG21 AH United Kingdom |
Netherlands (for returns of in-store and Click & Collect purchases only): DECIEM Netherlands B.V Attn: RETURNS 75Runstraat 10 Amsterdam 1016 GK Netherlands |
Returning products with shipping restrictions
For some DECIEM products, returns are not accepted by mail due to local/international shipping restrictions. If you wish to process a return, please do not ship the following products to our warehouse
- Abnomaly SHOP Room Fragrance
- Hylamide Matte 12
- Hylamide HA Blur
- The Ordinary High-Spreadability Fluid Primer
Return Authorization Required
Before returning any item, customers must first contact our Customer Happiness Team by:
• Live Chat
• Contact Form
• Email: shop@theordinary.uk.com
Please include:
• Order Number
• Email address used to place the order
• Product details
• Photographs or videos showing the condition of the products (if requested)
Once your request has been reviewed, we will provide the appropriate return instructions, warehouse address, and any additional information required to process your return.
Returns sent without prior authorization may experience delays or may not be eligible for processing.
Customer Responsibility
Notify our Customer Happiness team by live chat, contact us form or by emailing shop@theordinary.uk.com.
Provide media (pictures/videos of product condition) along with your order details.
Once approval has been granted and return instructions have been provided, carefully package the products and arrange return shipment at your own expense.
Provide shipping receipts and tracking details for easier processing.
Returned products remain your responsibility until they have been successfully received at our designated warehouse.
We strongly recommend using a tracked shipping service and retaining proof of postage for your records.
Refunds
We aim to process refunds within 12 business days after the returned products have been received and inspected by our warehouse. Processing times may be extended during high-volume periods.
Approved refunds will be credited to the original payment method used for the purchase. Refunds cannot be issued to an alternative payment method.
Once your refund has been processed, you will receive a confirmation email. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account.
Fair Use & Fraud Prevention
If we notice an abnormal pattern of return activity, excessive returns, suspected abuse, misuse, or fraudulent behavior, we may contact you regarding your account activity.
We reserve the right to refuse returns, refunds, future orders, or account access where we reasonably believe that activity is abusive, suspicious, fraudulent, or inconsistent with the intended purpose of this policy.
Nothing in this section limits any consumer rights that cannot be excluded under applicable law.