FAQ
Help Topics
Contact
How can I get in touch with Customer Happiness?
Our Customer Happiness team is based out of our Tbilisi, Georgia. The team’s hours of service are Monday to Friday from 10:00 AM to 6 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.
When can I expect a response to my email?
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.
Can I place an order over the phone?
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
Do you test on animals? Are your products cruelty-free?
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.
Are your products vegan?
The Ordinary has 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.)
The product I want is 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!
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!
Can you recommend some products for my skin type?
Absolutely! For regimen/product related inquiries, please fill out the build my regimen form on our website and our Customer Happiness team will be happy to further assist!
Can you send me samples?
Unfortunately, we do not offer product samples at this time!
Where can I buy your products?
You can purchase your products online at theordinary.ge
How do I store your products?
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).
What is the expiry date of your products?
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.
Can you tell me which products are suitable for pregnant or breastfeeding people?
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.
How do I conduct an at-home patch test?
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.
Is my product authentic or counterfeit?
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.
Order Inquiries
Can I cancel my order?
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. Once an order is placed, it cannot be edited. You may cancel your order within one hour of placing it via our LiveChat by selecting “Cancellation Request,” providing your order number, and confirming the email you used to place the order.
Alternatively, our team is here to support cancellation requests within the same one-hour window, provided the request falls within our service hours (Monday – Friday, 10:00 AM – 6:00 PM Georgia time). Please note that cancellations are not guaranteed, and support is limited on weekends and public holidays.
Can I remove products from my order?
You may cancel your order in full within one hour of placing it via our LiveChat. To do so, select “Cancellation Request,” provide your order number, and confirm the email you used to place the order. From here, you can re-place your order with the desired items.
Can I change my shipping address on an order that's been placed?
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.
You may cancel your order within one hour of placing it via our LiveChat by selecting “Cancellation Request” and providing your order number and confirming the email you used to place the order.
How many products can I order at a time?
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.
I placed an order on your website and never received a confirmation email. What should I do?
You’ll receive two emails after placing an order: one right away to confirm we received it, and another once your payment is processed. These usually arrive within a few minutes. If you don’t see them, please check your spam or junk folder and mark our messages as “Not Spam.”
If you’re still unable to locate your confirmation email, please reach out via our contact page. Be sure to include the name and email address used at checkout so we can look into it for you!
How can I track my order?
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 an account, you can view your order status here using your order number and email address after it has shipped. Alternatively, you can check your status via our LiveChat by selecting “Delivery Status,” providing your order number, and confirming the email used for the order. For any other issues or queries, please reach out to our team through our contact page.
I did not receive a tracking number!
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.
There's an item missing/damaged! My order is wrong.
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.
My order has been shipped to the wrong address!
Unfortunately, once an order has been shipped, we’re unable to change its delivery route. If it’s delivered to the address provided at checkout, we’re unable to retrieve or redirect it, though we’ll always do our best to review what’s possible in each case.
If the parcel is returned to us, feel free to reach out via our contact page. We’ll refund the order once it arrives back at our warehouse, and you’re welcome to place a new order with the correct address.
I'm having issues tracking my order; can you help me?
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!
Shipping + Delivery
I'd like to receive my order for the holidays, what are the cut-off dates for ordering?
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.
For more information about holiday shipping and cut-off dates, please visit our Contact Us page to get all the details you need to ensure timely delivery.
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.
Where does The Ordinary Georgia ship to?
We currently accept and deliver orders only within Georgia. All shipments are processed from Tbilisi, Georgia.
Orders within Tbilisi are shipped via Yandex Courier.
Orders to other cities in Georgia are delivered through OnWay.ge.
For any questions regarding shipping or delivery in your area, please visit our Contact Us page to submit your inquiry.
How much is shipping? How much to qualify for free shipping?
Shipping is free for all orders over 200 GEL. For orders below this amount, shipping fees will be calculated at checkout based on your location. Shipping fees are non-refundable on all orders.
What is the estimate for delivery?
We strive to process orders as quickly as possible, but delivery times may vary depending on special occasions, holidays, or peak periods.
Express shipping in Tbilisi: Available at the buyer’s expense. Depending on the time of order placement and full payment, orders can be delivered the same day or by the next day.
Free shipping in Tbilisi: Orders are delivered within 48 hours from the time of order and full payment.
Shipping to other cities in Georgia: Currently handled by OnWay.ge, typically within 3–5 business days.
Please note that our shipping policies may change. To confirm delivery options and timing for your area, please contact our support team.
How long does an order take to process?
We try to get to orders as quickly as we receive them and in most cases fulfill orders within 3 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.
What shipping courier do you use? Where do you ship from?
In Tbilisi, orders are typically shipped via Yandex Courier.
For other cities in Georgia, deliveries are handled by OnWay.ge.
Please note that our shipping methods may change from time to time. To confirm the current options and ensure timely delivery, please contact our support team via our contact page.
Do my billing and shipping addresses need to be the same?
Orders will be shipped to the address provided during checkout. Please ensure that the information you enter is accurate, as deliveries will be made based on the shipping details submitted with your order.
Billing + Payments
What methods of payment do you currently accept?
Currently, we accept payments via bank transfer to a TBC Bank account or cash on delivery for orders in Tbilisi only.
What currency do you charge in?
Currently, we only accept payments in Georgian Lari (GEL).
Returns
What is your return policy?
We’re sorry to hear that it didn’t work out.
Products that are unused, unopened, and in their original condition may be returned only if the customer notifies us within 24 hours of receiving the order. Return requests submitted after this 24-hour window will not be accepted.
Opened or used products are not eligible for return or refund under any circumstances.
If a customer receives a product and decides not to use it, they must inform us within 24 hours of delivery in order for the return to be considered.
Please note that all shipping costs, including return and reshipment fees, are the responsibility of the customer. Shipping fees are non-refundable.
Can I return products without their original boxes/packaging? Can I return multiple orders in the same box?
All returned products must be sent back in their original boxes and packaging, exactly as they were received. Returns that are missing original packaging or are not in their original condition will not be accepted.
Each order must be returned separately and in its original shipment packaging. Combining multiple orders into one return package is not permitted.
Are shipping fees refundable?
At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.
What is a return tracking number?
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.
I bought my product from another retailer, can I return it to you?
Unfortunately, we are only able to offer returns for products that were purchased from our website directly.
When will I get my refund?
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.
Why is my refund less than the amount paid?
Refunds are issued in the same currency as the original payment. However, please note that if you paid using a card with a different currency, the refunded amount will reflect the exchange rate on the day the refund is processed. Since exchange rates fluctuate daily, the refunded amount may differ from the amount originally paid.
Please note that all shipping, delivery, and return transportation costs are non-refundable and will be deducted from the total refund amount, where applicable.
I lost my receipt, what can I do?
We will do our best to locate your store receipt on our end. Please visit our Contact Us page and submit your request with as much detail as possible. Unfortunately, if we are unable to locate your receipt, we will not be able to issue a refund.
Can you refund on to another card?
All refunds are issued only to the original payment method used to place the order. We are unable to process refunds to any other account, card, or payment method under any circumstances.
Technical + Other
My transaction was declined but my card was charged?!
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 us.
How do I sign up for an account?
You can sign up for an account by visiting this link and filling out the fields under “Create an Account”. Happy Shopping!
How do I change my password?
To update your password, first log in into your account. Once logged in you can edit your account details such as password.
Data Privacy
What information does The Ordinary collect?
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)
How is my information being used?
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.
How is my information being protected?
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.
How can I request to have my data removed?
You may submit a request to remove your personal data and information from our systems by visiting our Contact Page.
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.
Does The Ordinary sell my information?
We do not rent lists or sell or otherwise disclose information we collect about you.
