Our Customer Happiness team is based out of our Toronto, Canada head office with partial support available through our offices in Nottingham, UK and Melbourne, Australia. The team’s hours of service are Monday to Friday from 9:30 AM to 5 PM EST (excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page to submit your inquiry or give us a call.

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Happiness team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.

Products + Regimens

DECIEM does not test on animals and does not ask others to do so. DECIEM has been certified with the Leaping Bunny stamp of approval, a widely recognized standard for personal care and household products.

The Ordinary, The Chemistry Brand, and HIF have been certified vegan by PETA, and we are currently obtaining certification for all other DECIEM brands. Until then, please refer to our legend for each product on our website that will indicate the specifications of any given product (for example, if it is vegan, nut-free, oil-free, etc.)

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!

Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!

Absolutely! For regimen/product related inquiries, please fill out the contact form on our website and our Customer Happiness team will be happy to further assist!

Unfortunately, we do not offer product samples at this time! We encourage you to visit one of our DECIEM brick-and-mortar stores to test our products in person.

You can purchase your products online at or in one of our brick and mortar stores.

You can also check if there are any stockists nearby, however please note that third party purchases are excluded from our return policy!

We recommend storing our products in a cool dry place away from direct sunlight. Some products such as The Ordinary Granactive Retinoids/Retinols do require refrigeration after opening, but this is noted on the directions.

For all others we suggest storing at room temperature, however, there is no harm in refrigerating (with few exceptions).

A few products such as NIOD CAIL 1% and our sun protection products will have an expiry date noted on the packaging.

For all others, the shelf life is three years when unopened and stored at room temperature. This is the regulatory threshold for testing. Upon opening, please refer to the period-after-opening (PAO) symbol to identify the lifetime of the product.

While each ingredient has been tested and is considered safe for topical application, DECIEM products have not been tested on pregnant or breastfeeding people. When pregnant or breastfeeding, it is recommended to avoid any skincare products containing retinoids such as formulations with Granactive Retinoid or Retinol.

Patch tests are an easy way to help predict if you will have a negative initial reaction to a new product. It is recommended to perform a patch test before incorporating a new product into your routine. We have outlined a general method for conducting your own patch test based on the type of product. Please refer to our Patch Testing Guide for an in-depth guide to patch testing.

The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels.

Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased directly from DECIEM or one of our authorized retailers. For your safety and to achieve the intended benefits of our products and technologies, we strongly recommend only purchasing from authorized retailers or us directly. Our authorized network of retailers can be explored on our Find Us page.

Order Inquiries

If you have placed the order without setting up a password you can track it here.
If you have an account with a password you can view your order history here.

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.

Cancellations must be requested within 1 hour of the order being placed 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 where possible. Please note, we have very limited support on weekends and public/bank holidays.

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

We are unable to update or amend shipping addresses once an order has been placed. If there is an error in your shipping address, we kindly recommend requesting a cancellation and placing a new order with the correct shipping address.

As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order. To read more about our limits, please review our Terms and Conditions.

Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam.

If you haven’t received confirmation from us, please fill out the contact page and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.

If you have a DECIEM account, you can view your order status using your order number and your email address here once your order has been shipped.

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.

Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

Unfortunately, we are unable to modify the route of a parcel once it has been shipped and we are unable to assist further if it is delivered as addressed.

However, if you see that your parcel is being returned back to DECIEM, simply reach out to us through our contact page and let us know! We can reship your order a second time, to the same address originally input at checkout, at no additional cost. However, if you wish to change the destination, kindly note, your order will be refunded and you must place the order again with the updated shipping address.

If your parcel is returned and we have not heard from you, the DECIEM team will begin the refund process once the parcel has been received back at our warehouse.

Some international orders may be shipped via courier Landmark Global and are sent to their distribution centre in Belgium before being sent to their individual destination countries.

Once an order arrives at its destined country, it is transferred to the local post service for delivery.

Once an order has left our facility, please note that it can take a few business days for some shipping couriers to update further tracking details on their website.

If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and our Customer Happiness team will get right on that for you!

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system, and your package may be delayed up to 7 weeks. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service.

If you see that your parcel is being returned back to DECIEM, simply reach out to us through our contact form and let us know! We can reship your order a second time at no additional cost. If your parcel is returned and we have not heard from you, the DECIEM team will begin the refund process once the parcel has been received back at our warehouse.

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.

Please note that any domestic orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to DECIEM or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.

Shipping + Delivery

We know the holidays can be a stressful time. Whether you’re buying for yourself or for a loved one, we want to make it as easy as possible for you to plan ahead.

Holiday Shipping Dates: See our handy table below which shows our holiday cut-off dates. Make sure to place your order before the date shown for your region, in order to receive your delivery before December 25th.

Region Cut-off Date
International November 30
Europe December 7
Korea December 9
Canada December 13
USA December 13
New Zealand December 17
United Kingdom December 19
Australia December 19
Hong Kong December 19

Please note that the below shipping timelines are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via our contact page with any further queries you may have.

We happily ship to almost every country*. We offer one shipping option at this time, but we hope to offer expedited shipping in the future.

*Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to our Customer Happiness team for more information. To reach our team, please visit our contact page to submit your inquiry or give us a call.

Region Currency Fee** Minimum for Free Shipping
Canada CAD 4.99 25.00
USA USD 4.99 25.00
United Kingdom GBP 4.99 25.00
Europe EUR 4.99 25.00
Australia AUD 7.99 30.00
New Zealand USD 9.50 40.00
Korea KRW 12000.00 60000.00
Macau SAR of China USD 10.00 50.00
Hong Kong SAR of China HKD 60.00 300.00
International* USD 38.00 250.00

* Any country not listed will fall under International. If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.
** Shipping fees and thresholds are subject to change without notice from time to time. Shipping fees are non-refundable on all orders.

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email from DECIEM once your order has shipped with your tracking number for each order, along with a tracking link.

Please note that the below shipping timelines are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via our contact page with any further queries you may have.

Region Delivery Estimates
Canada East up to 5-7 business days
Canada West up to 10-12 business days
US East up to 5-7 business days
US West up to 10-12 business days
Eastern Europe up to 13 business days
Northern Europe up to 12 business days
Southern Europe up to 15 business days
Western Europe up to 9 business days
United Kingdom up to 3 business days
Australia up to 5 business days
Hong Kong up to 3 business days
New Zealand up to 5 business days
Korea up to 14 business days
Rest of World up to 23 business days

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-4 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. DECIEM takes no responsibility if you are not there to receive your order.

COVID-19 Update: Order processing may be further delayed in some countries. We are also mindful of any sanitization processes our couriers have in place that may delay processing to ensure your order is delivered safely. See more details here.

Because we ship worldwide, the shipping couriers vary by region and are subject to change from time to time. If you have any questions, please connect with our Customer Happiness team via our contact page.

Region Courier* Shipped from
Australia & New Zealand Australia Post Australia
Canada Canada Post Canada
Central & South America Canada Post Canada
International Landmark United Kingdom
UK DG's carrier Royal Mail ,UK - UPS United Kingdom
Europe UPS Poland

*Note that orders over $500 CAD/USD may be shipped with alternate couriers and/or require a signature upon delivery.

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

Most orders within the EU are shipped, with duties paid, from our third-party distribution centre in Poland. Certain European countries that are not part of the European Union (EU) may incur additional fees (i.e. brokerage, taxes/duties or customs fees) which will be the customer's responsibility. Some of these countries include Armenia, Azerbaijan, Bosnia and Herzegovina, Belarus, Switzerland, Georgia, Iceland, Lichtenstein, Monaco, Moldova, Montenegro, Macedonia, Norway, Serbia, Russia, San Marino, and Ukraine. Rest assured, our goal is to offer the most convenient shipping experience possible and we are continuously striving to improve our service. Should you require any further clarification, please do not hesitate to reach out to us!

We'd like to assure you that there is minimal impact on your shopping experience post-Brexit and we welcome you to shop as normal. The majority of orders destined for the EU are processed and shipped within the EU, ensuring an optimal delivery time.

Orders within the USA over $500 are shipped with a signature required. Some international parcels may also require a signature upon delivery.

We're so sorry but we are unable to ship our products to Military addresses or P.O. boxes right now. We hope to offer a solution in the near future!

At this time, DECIEM allows mail forwarding addresses. However, please ensure your first and last name are included in the appropriate fields.

Please note if you choose to use a mail forwarding service, we are no longer responsible once it is delivered to that address. Orders shipped to a mail forwarding address are not eligible for replacements or refunds if we believe it has been reasonably delivered to that address.

We are not responsible for any damages or missing items shipped to a mail forwarding address.

We do not provide SDS sheets, so please be mindful of this when using your selected service.

We do not ship to China at this time. If you are shopping with us from China, please visit TMall.

We work with various couriers in different regions; shipping restrictions are mandated by international/local regulations, but couriers can also impose their own restrictions for these items. These items are restricted from air transport and must be shipped via ground shipping only. As such, they may take longer to arrive. Please reference your estimated delivery date at checkout and monitor your post-purchase notifications for estimated delivery. Please note that we are unable to offer expedited shipping.

Note: Orders containing restricted items cannot be shipped to Alaska, Hawaii, or Puerto Rico. Additionally, orders containing volumes of more than 300ml cannot be shipped within Australia

Billing + Payments

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card. We do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

Your card will be charged during checkout once your order has been placed.

We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out.Currently, our system provides pricing based on your shipping country:

Canada CAD
United Kingdom GBP
Australia AUD
European Union EUR
South Korea KRW

All other countries have pricing displayed in USD but the pricing of products outside of the USA is higher in USD than within the USA because of additional costs we incur to import these products. Orders within Canada, USA, UK (and the EU) and Australia are shipped from our local offices within these regions.

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by DECIEM.

The currency and pricing of your order are determined by the country from which you visit us and cannot be changed.

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may be temporary holds or fees associated with card usage. Please refer to the terms and conditions of the card you are using for further details. If you are not using a prepaid card and believe you have been overcharged, please do contact us and we'll be happy to assist you.


We’re sorry to hear that it’s not working out. If you are not satisfied with your purchase made through the DECIEM website or one of our DECIEM retail stores, we are happy to let you know that you can return any unwanted products that are at least 50% full within 365 days (1 year) from the date of purchase as stated on your invoice/receipt.

Please note that items purchased as a set (e.g. The Ordinary No-Brainer Set, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

You can view the full Return Policy and return instructions here.

If you change your mind about a purchase and the pop-up shop is no longer present, you may return the item to any of our DECIEM store locations. Alternatively, you may fill out the "My Return Details" form on our contact page and our Customer Happiness team will provide you with the next steps. Please do not ship item(s) purchased from a DECIEM pop-up to our warehouse.

Please note that a receipt or proof of purchase is required to process your refund on your original method of payment. We do not offer store credit. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout or the original method of payment used.


Of course.

At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.

When returning a product, we strongly recommend purchasing tracking for your parcel, as we are only able to refund items received at the warehouse. If you do opt to purchase tracking, please provide us with your tracking number when notifying us of your return.

Unfortunately, we are only able to offer returns for products that were purchased from our website/stores directly. In this case, we must honour the refund policy that has been put in place by the retailer the product has been originally purchased from. For more information, please review our Return Policy.

You may return unwanted items to any DECIEM retail location within the same country of your original purchase. A receipt or proof of purchase is required to process your refund on your original method of payment. We do not offer store credit. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout or the original method of payment used.

As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we'll send you an updated copy of your invoice that will show the refunded items.

Refunds are issued in the same currency as the order was paid. However, please note if you say using a card with a different currency, the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid.

In order to receive a refund to your original method of payment, store purchases must be returned in a DECIEM store within the same country. If you are unable to do so, please contact our Customer Happiness team via our contact page for further assistance.

We will try our best to retrieve your store receipt on our end. Please fill out this form and provide as much information as you can. Unfortunately, if we are unable to locate your receipt we will not be able to issue a refund.

Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.

Right here.

Technical + Other

If there were multiple attempts to pay for your order. You may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. However, as the transaction was declined no funds have been transferred to DECIEM.

You can sign up for an account by visiting this link and filling out the fields under “NEW CUSTOMER”. Happy Shopping!

To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.

As an extra measure of protection, you may receive an email from our Order Security team to verify your purchase.

Absolutely, right here.

We are committed to accessibility and believe that all of our consumers should be able to fully and completely access and use DECIEM’s online content, including websites, mobile sites and all digital offerings. This is an ongoing commitment, and DECIEM will continue its efforts to effectively communicate with its consumers and to ensure its website is accessible to, and usable by, all persons including those with disabilities.

We know we have a long way to go, but we are actively endeavoring to design, create and update digital content that conforms to applicable accessibility laws and regulation and the most current version of the Web Content Accessibility Guidelines (WCAG) 2.0 AA standards. To accomplish this, we are building a diverse team of individuals who are trained in digital accessibility and are committed to providing the best digital experience to our consumers. We are also exploring incorporating usability features on our sites that make it easy for persons using assistive technologies, including screen reader technologies, and also keyboard-only users; users with low/impaired vision; users who are deaf or hard of hearing; users with cognitive disabilities; and users who are color blind.

Data Privacy

For more information on our data practices please review our Global Privacy Policy

We may obtain information about you from various sources, however, it is always your choice to provide this information, and you may withdraw consent at any time. We may collect information when you purchase goods or services from us, provide it to us at one of our stores, on our website (, when you participate in an offer or promotion, via our social media pages, at one of our events, or if you contact us by telephone.

The types of information you may provide to us includes:

  • Contact information (such as name, postal address, email address, mobile, or other phone number)
  • Age and date of birth
  • Gender
  • Payment information (such as your delivery address and billing address)
  • Purchase history
  • Account information (user ID and password)
  • Product preferences and feedback
  • Location information
  • Your physical characteristics, skincare concerns and preferences
  • Information in relation to product complaints (includes reaction to skin, your ethnic origin and allergies)
  • Content you provide (such as photographs, videos, reviews, articles, survey responses, and comments)
  • Device information provided to us through the type of device you use when you visit our website and social media pages (which may also include your unique device identifier, IP address, type of device or mobile operating system)
  • Information provided to us through social media networks when you visit our social media pages (such as your name, profile picture, likes, location, friend list, and other information made publicly available by you on the social media network)

Our products are available for sale online, in our retail stores, and with many of our retail partners which can be explored at Find Us page. Unless otherwise indicated at the time that you provide your information, any information collected by one of our retail partners is not provided to us. This Policy does not address any data collection by any of our retail partners. When you visit a DECIEM website or our social media pages, we may also collect certain information about your device or usage by automated means, including using technologies such as cookies, web server logs, and web beacons.

In relation to your information collected for the purpose of purchasing our products in the United Kingdom or the European Economic Area, the controller is Deciem UK Ltd.

We may use the information provided to:

  • Send you promotional materials or other communications
  • Provide products and services to you
  • Process your payment and/or gift card transactions
  • Create and manage your online account, including access to your online and in-store purchase history
  • Assist with product selection
  • Respond to your inquiries
  • Tailor ads displayed to you on our site and elsewhere to your interests and history with us
  • Communicate with you about, and administer your participation in, special events, contests, sweepstakes, surveys and other offers
  • Operate and communicate with you about our social networking applications
  • Operate, evaluate and improve our business (including developing new products and services improving our current products and services; managing our communications; analyzing our products; performing data analytics; and performing accounting, auditing and other internal functions)
  • Protect our systems and infrastructure from security risks
  • Comply with applicable legal requirements, relevant industry standards, and our policies

If we use your information in ways not mentioned here, we will let you know in advance. It is always your choice to provide this information, and you may withdraw consent at any time.

We maintain appropriate administrative, technical, and physical safeguards designed to protect the information you provide against accidental, unlawful, or unauthorized destruction, loss, alteration, access, disclosure, or use. However, no security system is perfect, and we cannot promise that information about you will remain secure in all circumstances, including the security of your data during transmission to us.

We use physical, technical, organizational, and administrative safeguards to help protect your information from unauthorized access or loss. For example, we use technology like encryption to protect sensitive information (such as your name and address) during transmission. We will retain your information for as long as the information is needed for the purposes listed herein, and for any additional period that may be required or permitted by law.

We offer you certain choices in connection with the information we collect from you, such as how we use the information, and how we communicate with you. To update your preferences, please contact us in the manner specified below.

Email Opt-Out: You can at any time tell us not to send you marketing communications by email by clicking on the unsubscribe link within the marketing emails you receive from us or by contacting us as indicated below.

Social Networking Application Opt-Out: To remove or delete our social media applications from your social networking account, follow the instructions from the particular social network.

Withdrawing Consent: You may withdraw any consent you previously provided to us, or object at any time on legitimate grounds, to the processing of your information. We will apply your preferences going forward. In some circumstances, withdrawing your consent to our use or disclosure of your information will mean that you cannot take advantage of some of our products or services. To withdraw your consent, please contact us.

Reviewing, Updating and Modifying Information: Subject to applicable laws, no more than twice in a 12 month period, you may have the right to request access to and receive details about the information we maintain about you, update and correct inaccuracies in your personal data, and have the information blocked or deleted, as appropriate. The right to access information may be limited in some circumstances by local law requirements. We may take reasonable steps to verify your identity before granting access or making corrections. You may request to review, change, or delete your information by contacting us in the manner specified below. You may also ask to see what information we hold about you and be provided with:

  • A copy of the personal information
  • Details of the purpose for which the personal information is being or is to be processed;
  • Details of the recipients or classes of recipients to whom the personal information is or may be disclosed, including if they are overseas and what protections are used for those overseas transfers
  • The period for which the personal information is held (or the criteria we use to determine how long it is held)
  • Any information available about the source of that information
  • Whether we carry out any automated decision-making, or profiling, and where we do, information about the logic involved and the envisaged outcome or consequences of that decision or profiling.

Objecting to processing: You may object to us processing your personal information where you believe that your rights override our interests in the processing of your information.

Request for erasure: You may ask us to erase your information where:
  • You do not believe that we need your information in order to process it for the purposes set out in this Policy
  • If you had given us consent to process your information, you withdraw that consent and we cannot otherwise legally process your information
  • You object to our processing and we do not have any legitimate interests that mean we can continue to process your information
  • Your information has been processed unlawfully or has not been erased when it should have been

Please be aware that these rights may not apply in all cases. For example, we do not have to erase your information if we need to use that information for a legal process that we are involved in.


Please visit the "My personal data." contact form to submit a request to access your personal data. If we need or are required to contact you concerning any event that involves your information we may do so by telephone or email. Kindly allow up to 30 days from the date you submit your request for our internal teams to gather and provide your data.

To contact us in relation to the information you have provided to us, to send us general enquiries, to contact us in relation to our Global Privacy Policy and how DECIEM processes your personal information, or if you have any questions on your and any privacy issues concerning DECIEM you may contact us via our website or postal mail as follows:

Website Online Form 1. Visit: Contact Us page > My personal data. > Question about EU GDPR or my personal data.
2. Complete online form
By Post Canada DECIEM
Attention: Privacy Officer

If we need, or are required, to contact you concerning any event that involves your information we may do so by telephone or email.

You may submit a request to remove your personal data and information from our systems by visiting our Contact Page > Close my account and delete personal data.

We ask that you kindly allow our internal teams 30 days from the date you submit the form to fulfill your request. Please also note that when you withdraw your consent to certain uses or disclosures of your personal information, you may not be eligible for certain services.

DECIEM is based in Canada and operates an international retail and online business. As a result, your information may be transferred to, stored at or processed in other countries, including Canada, the United States, Australia, Germany, France, Hong Kong SAR of China, United Kingdom, and other countries which may not have equivalent privacy or data protection laws. However, regardless of where your information is transferred, we will protect it in accordance with this Policy and applicable law.

We do not rent lists or sell or otherwise disclose information we collect about you, except as described here. We may share your information with:

  • Our affiliated legal entities
  • Third party service providers who perform services on our behalf based on our instructions. We do not authorize these service providers to use or disclose the information except as necessary to perform services on our behalf or comply with legal requirements. Examples of these service providers include entities that process credit card payments, fulfill orders and provide web hosting, advertising and marketing services
In addition, and notwithstanding any other provision herein, we may retain and disclose information about you (a) if we are required to do so by law or legal process; (b) to law enforcement authorities or other government officials; or (c) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss, or in connection with an investigation of suspected or actual fraudulent or illegal activity.

We also reserve the right to transfer information we have about you in the event we sell or transfer all or a portion of our business or assets. Should such a sale or transfer occur, we will use reasonable efforts to direct the transferee to use information you have provided to us in a manner that is consistent with this Policy. Following such a sale or transfer, you may contact the entity to which we transferred your information with any inquiries concerning the processing of that information.


Our Website(s) may contain links to other third party websites. Third parties that have content or services on our site such as a social feature, analytics service, or an advertising network partner, may obtain information about your browsing or usage habits while you visit our website and while you visit third party websites that use the same content or services.

These other websites may have their own privacy policies and terms and conditions that are not governed by this Policy. We are not responsible for the privacy practices or the content of any website(s) owned and operated by any such third parties. Other websites may collect and treat information collected differently, so we encourage you to carefully read and review the privacy policy for each website you visit. Any links from this Website to other websites, or references to products, services or publications other than those of DECIEM, do not imply the endorsement or approval of such websites, products, services or publications by DECIEM.

It is always your choice to provide this information, and you may withdraw consent at any time.

Click & Collect


  1. Visit
  2. Shop slowly.
  3. Upon checkout, select ‘Free Pickup In Store’ and select your nearest DECIEM store.
  4. Await your order confirmation, which will also share a pickup date window and store hours.
  5. Once your order is ready to pick up, you will receive an email with your pickup window, store hours, and the store phone number (keep it handy!)
  6. Pick up your order from our friendly staff, smile and enjoy your journey home. :-)


Select the location icon on the top right corner of any web page to change your country, pickup store, or to revert to online shopping for home delivery.

Click & Collect orders may be returned to the store you have purchased from (please have your order number handy). Please visit our Returns page to explore our 365-day return policy.

We will return items to our shelves if they are not picked up within the window noted in your pickup invite. After this window, your order will be automatically refunded to your original method of payment.

Pickup orders can be collected by designates who share the order number and full name associated with the order. Once collected, you will receive an email notice stating that the order has been picked up. Orders must be picked up within the window noted in the pickup email notification.

If your selected pick up location does not have the stock to fulfill your order, we may have to cancel it. Your refund will then be issued to the original method of payment.

Yes, moving forward, you will have a choice to either pick up your order at your local store, or have it shipped to you, as you prefer. Please explore the DECIEM locations offering Click & Collect here.

Gift Cards


  • Canada
  • United Kingdom
  • Australia
  • United States
  • Germany
  • France
  • Netherlands
  • Spain
  • Ireland
  • Italy
  • South Korea
  • Hong Kong



  • CAD
  • GBP
  • AUD
  • USD
  • EUR
  • KRW
  • HKD


Yes - In order to purchase the digital gift card for a friend, you must toggle to the country your friend resides in using the country selector menu located at the very top of the page. Once the desired country has been selected, you can continue with your purchase.

No - At this time, you cannot purchase a product and a Digital Gift Card within the same order.

Once you get to the checkout page, you can apply the digital gift card using the card number and pin. If there is a remaining balance on your order, simply use any one of our available payment methods to complete the purchase.

No - You cannot use digital gift cards in DECIEM stores or any of our retail partners at this time.

No - At this time, there will be no physical form of our Digital Gift Cards.

You can check the balance of your Digital Gift Card on our website, Simply enter the Digital Gift Card number & pin in order to check the balance on the Digital Gift Card.

Depending on the region and its applicable laws, gift cards can't be returned, cancelled or redeemed for cash.

When it's applicable, you'll have one hour to cancel the gift card if you've changed your mind after you've bought it.

Yes - items purchased with a Digital Gift Card can be returned in accordance with our Return Policy. Kindly note, the return amount will be issued back onto a gift card. Returns can be done through our DECIEM Customer Happiness Team or processed in-store.

Yes - You can schedule the digital gift card to be sent to your friend up to three (3) weeks from the time of your purchase.

Yes - You can purchase a Digital Gift Card for yourself to be used at a later date.

No - At this time, one (1) single Digital Gift Card can be used against an order. Any remaining balance of the order can be processed using another accepted payment method (i.e. credit card/paypal). If you have multiple digital gift cards, you can contact our DECIEM Customer Happiness Team to assist with combining your digital gift cards in order to use them in a single order.

Yes - You can use a credit card to process an order when an outstanding balance is left after applying a digital gift card.

No - You cannot purchase a Digital Gift Card with another Digital Gift Card.

No - You cannot use a Digital Gift Card in a different currency than the one denoted on the locale you are on.

Yes - You can purchase up to thirty (30) digital gift cards per order.

No - At this time you are not able to save your Digital Gift Card number to your DECIEM account.

No - There is no expiration date.

No - You will not be able to reload a Digital Gift Card.

Yes - You can contact our DECIEM Customer Happiness Team to assist with combining your Digital Gift Cards.

No - Our Digital Gift Cards are distributed by email so no shipping is required.

The following standard denominations will be available in addition to a custom denomination field that will be limited to the minimums and maximums shown below.

Standard Denominations by Currency
CAD $25 $50 $75 $100
USD $25 $50 $75 $100
GBP £20 £40 £60 £100
EUR €20 €40 €60 €100
AUD $25 $50 $75 $100
KRW ₩30,000 ₩60,000 ₩100,000 ₩130,000
HKD $200 $400 $600 $800
Digital Gift Card Denominations by Currency:
Currency MIN MAX
CAD $10 $300
USD $10 $300
GBP £10 £200
EUR €10 €200
AUD $10 $300
KRW ₩10,000 ₩300,000
HKD $60 $1800

You can contact our DECIEM Customer Happiness Team to assist in resending the details of your Digital Gift Card.

TikTok Shop

TikTok Shop is an e-commerce solution integrated within TikTok. If you are making your purchase through our authorized The Ordinary TikTok Shop account, we can assure you that you are receiving an authentic product.

You can find the full range of our US product offerings on our TikTok Shop (depending on stock availability).

If you would like to return a product purchased via TikTok Shop, please be sure to explore their return policy, under section 4: TikTok Shop Return Policy

You have one (1) hour to cancel your TikTok Shop order via the TikTok Shop Portal. Kindly note that our Customer Happiness team is unable to cancel TikTok Shop orders on your behalf.

Of course! Please feel free to contact our Customer Happiness team via our Contact Forms, Phone, and Live Chat. A member of our team will get back to you during working hours.

We’re sorry to hear about that! There are a number of reasons why a TikTok Shop order would be cancelled, kindly refer to your TikTokShop cancellation email for more information.

Sorry to hear about this! If you’re having an issue with the TikTok Shop application, please report it via your TikTok app. Kindly note that our Customer Happiness team is unable to offer troubleshooting technical support for the TikTok Shop application/portal.

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-4 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays, and special promotions.

Orders placed via our US TikTok Shop will be shipped using USPS via OSM.

Orders placed on our US TikTok Shop will be shipped from our US warehouse.

Orders placed on our US TikTok Shop can only be shipped to US addresses. We are looking to expand our TikTok Shop to other countries in the future, stay tuned!