Orders & Shipping
1. Can I still shop online?
Yes, you may! We are continuing to process orders to areas without delivery disruptions caused by COVID-19 however some countries may experience delays. The situation is rapidly evolving and we will continue to update this page as needed.
2. I placed an order online at deciem.com, will my package still arrive?
Please note that due to COVID-19, you may experience longer than normal transit times for your order. We are working closely with our couriers and we are monitoring the situation regularly to ensure as little disruption as possible to our valued customers.
We can confirm that while we are continuing to ship to most countries globally, unfortunately, some of our in-country courier solutions are now being directly affected due to the recent COVID-19 outbreak. This list is updated frequently as the situation continues to evolve.
If you have placed an order to one of these regions, we may have to cancel and refund your order. Please kindly allow 3-8 business days for this change to appear on your bank statement as per your bank's policies, and do note we will update you via email. Our team will have reached out to you via the email address used to place your order to confirm that your order has been cancelled and refunded in full.
No transport solutions:
- Dominican Republic
- El Salvador
- French Polynesia
- Papua New Guinea
- Sierra Leone
- Trinidad and Tobago
3. Why was my order cancelled/refunded?
If you have placed an order to one of the restricted regions listed above, we may have to cancel and refund your order. Please kindly allow 3-8 business days for this change to appear on your bank statement as per your bank's policies, and do note we will update you via email. Our team will have reached out to you via the email address used to place your order to confirm that your order has been cancelled and refunded in full.
4. I placed an order and I would like to change the address. How can I go about getting this change completed?
Unfortunately, we are unable to modify the shipping address once a parcel has been shipped. We recommend contacting the courier to see if the parcel can be held for pick up or an alternate delivery can be arranged. If you have any further questions or concerns, please don’t hesitate to reach out to our team via our contact page.
5. Is it safe to open my package?
In addition to our ongoing safety and quality procedures (protective clothing, sanitation, quality control, etc.), all employees continue to wear gloves when handling products and shipments. We are following all recommendations from public health agencies and have been educating employees on hand-washing, hand-sanitizing, and social distancing measures in the workplace and at home.
For several weeks, we have been actively protecting symptomatic employees and the workplace by sending them home (with pay) to recover. We have also further enhanced cleaning procedures at our manufacturing and distribution facilities. We are continuously working to provide a safe and hygienic environment for our employees and our products.
It is safe to receive and open your package. As per WHO, the likelihood of an infected person contaminating your parcel is low and the risk of catching the virus that causes COVID-19 from a package that has been moved and exposed to different conditions and temperatures is also low. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
6. Is your warehouse still accepting returns?
Yes, we are still accepting returns, however, return parcels may take longer for our team to process at this time. Due to this, refunds may take longer than usual.
Please allow up to 30 business days after the parcel has been delivered for return parcels to be inspected and refunds to be processed. Once your return has been sent to us, please reach out to our team via our contact page to share your return tracking information with our team.
7. Are there any changes to delivery processes due to the COVID-19 outbreak?
Yes. Our couriers are committed to ensuring the safest delivery possible, and therefore procedures will have been adapted to support this. As a general rule of thumb, it is best to wash hands thoroughly after handling a package and to avoid touching your face.
Please click here for WHO’s recommendations for protecting yourself against COVID-19.
Can I still email/call for regimen advice/order inquiries?
Absolutely! Our Customer Happiness Team is working (from home) as hard as possible to get back to all of our customers. Please excuse any dog barking or WiFi issues. ;-)
Due to the increase in volume, it may take us longer than usual to get back to you. To be in touch with our team, please visit our contact page. We appreciate your patience and support!
Why did I receive The Ordinary Caffeine Solution 5% + EGCG with a black dropper? Isn't the dropper usually white?
As a result of packaging supply chain disruption related to COVID-19, we have experienced a shortage of supply and delays in receiving supply. In response, we are producing The Ordinary Caffeine Solution 5% + EGCG with a black dropper instead of the white dropper it is generally supplied with in the short term. This does not compromise the efficacy of the formula, nor is it an indication of an inauthentic product. Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased from DECIEM or one of our authorized retailers. For your safety, we strongly recommend only purchasing from authorized retailers.
You can view the full list of our retailer network on our Find Us page.
I would like to make an in-store return. How should I proceed?
If your store purchase is approaching the end of the return period, we’re extending our return policy for an additional 30 days once stores reopen in your area. Alternatively, you can also return your store purchases by mail to our warehouse. Online returns are still subject to the original 365 day return period. For the full instructions, please view our Return Policy.
Please shop only as you need, and please reach out to our team via our contact page with any questions or concerns you may have.
Can I pickup my online order in-store?
Some DECIEM standalone locations are currently offering the ability to pickup online orders in-store. To learn more about this offering, please visit our Hi & Bye page.
Are your stores open? When will your stores be opening again?
All standalone locations will be temporarily closed to customers. Counters will vary based on the stores they are in and we are working with our teams to ensure they remain safe and healthy during this time. While we don’t have any news to share regarding store openings at this time, we will share information here and via our Social channels (Instagram and Facebook) as it becomes available to us. We have recently opened some locations around the world to offer the ability to pick up online orders in-store - to explore this offering, please visit our Hi & Bye page.