Clinical Formulations
with Integrity.

FAQ

  1. How do I use multiple formulas in a regimen?
    In general, water formulations should be applied before oil formulations and we recommend using a maximum of three serum formulations in a single regimen. We have developed a more comprehensive guide on choosing and using our formulations. Please click here to access this guide.
  2. Do you offer a refund policy?
    Yes, we offer a 365-day full refund policy across all DECIEM brands including The Ordinary.
  3. What is your policy on animal testing?
    DECIEM and The Ordinary do not test on animals and do not ask others to do so. For this reason, none of our brands or products are sold in mainland China since such sales require animal testing for registration purposes.
  4. What is The Ordinary?
    Please read about us in the About section by clicking here.
  5. Who formulates your products?
    DECIEM is the parent company of The Ordinary. All of The Ordinary formulations are made by our in-house team of bio-chemists and materials-chemists in our own lab.
  6. Who manufactures your products?
    DECIEM is the parent company of The Ordinary and all of The Ordinary products are manufactured in house in our own GMP-compliant factory licensed by Health Canada.
  7. How do I seek further help or offer comments?
    Please visit the contact page here to find a convenient way to reach DECIEM via phone, email or social channels. If there are products you would like to see added to The Ordinary range, please reach out to us.
  8. Why do you offer so many different formulations with Vitamin C?
    Topical Vitamin C offers a wide array of benefits to the skin. However, many forms of Vitamin C and many more formulations of Vitamin C are available commercially with a potential to confuse the audience. We have developed a guide that offers guidance on the formulations of Vitamin C offered under The Ordinary range. It also offers education on Vitamin C itself and on the differences between formulations of Vitamin C at large. Please click here for this guide.
  9. Do you avoid controversial or harmful ingredients in your formulations?
    All DECIEM products, across all brands including The Ordinary, are free of parabens, sulphates, mineral oil, methylchloroisothiazolinone, methylisothiazolinone, animal oils, benzalkonium chloride, coal tar dyes, formaldehyde, mercury, oxybenzone. If you have questions about any ingredient that we use, please reach out to us here and our lab will provide a response.