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, 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.
  10. Are Your Products Vegan?
    Majority of them are! We have a product legend for each product on our website that will indicate if it is vegan, nut-free, oil-free and a whole host of other information!
  11. I Want a Product, But It’s Out of Stock!
    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!
  12. Can You Tell Me What Products are Suitable for Pregnant or Breastfeeding Women?
    While each ingredient has been tested and is considered safe for topical application, DECIEM products have not been tested on pregnant or breastfeeding women. When pregnant or breastfeeding, it is recommended to avoid any skincare products containing retinoids such as formulations with Granactive Retinoid or Retinol. We also recommend not using any of our supplements while pregnant or breastfeeding.
  13. How Do I Store Your Products?
    We recommend storing all of our products in a cool dry place away from direct sunlight.We suggest storing all of our serums at room temperature, however, there is no harm in refrigerating (with the exception of The Ordinary Resveratrol 3% + Ferulic Acid 3% which should not be refrigerated). Refrigerating our products will not enhance their longevity. We suggest using all products from The Ordinary within 6-12 months
  14. What is the Expiry Date of Your Products?
    The shelf life of our products is indefinite, but we generally suggest using any products from The Ordinary within 6-12 months. Please consult the period-after-opening symbol to be sure. This can be found on the side of the box, as well as the product itself.
  15. Can You Recommend Products for My Skin Concerns?
    Of course, we would love to help! You can submit an inquiry on our contact page and be sure to let us know what products/brands you’re currently interested in, your primary skin concerns, and your currently daily regimen (if you have one).
  16. Can You Send Me Samples?
    We currently have no sample sizes, but we are working on it! Stay tuned for future opportunities to sample our products ❤. In the meanwhile, we do offer a 365-day return policy which can be explored at store.deciem.com/returns.
  17. How Do I know if My Products are Authentic or Genuine?
    Unfortunately we are unable to verify the authenticity of any products that are not purchased from DECIEM or one of our authorized retailers. To protect yourself from counterfeit products, you can find our full list on our retailer network.