Training Example: The Ordinary – Review the Data, Give Your Score & Compare to the Real AI Evaluation

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[H2] The Markup Marché.

Buy the ingredients, not the hype.

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[H2] Visibly Energize, Tone and Tighten. Before 9AM.

Caffeine 3% + Escin 1% Face Serum. A new energizing serum that immediately refreshes tired-looking skin.

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[H2] Targeted Support for Signs of Aging.

From fine lines to uneven texture,
our formulations are designed to
support your skin’s needs.

Target Fine Lines

[H2] Multi Peptide Hair Density.

Discover targeted scalp support for thicker, denser, fuller-looking hair.

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[H2]
Bestsellers

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Bestseller

[IMG: SheerLuxe Beauty Awards 2023]

[IMG: The Ordinary Niacinamide 10% + Zinc 1%]

[H2]
Niacinamide 10% + Zinc 1%

30ml

60ml

£5.00 GBP

Add to Cart
Out of Stock

Bestseller

[IMG: Team Favourite]

[IMG: The Ordinary Hyaluronic Acid 2% + B5 (with Ceramides)]

[H2]
Hyaluronic Acid 2% + B5 (with Ceramides)

30ml

60ml

£8.80 GBP

Add to Cart
Out of Stock

Bestseller

[IMG: The Ordinary Natural Moisturizing Factors + HA]

[H2]
Natural Moisturizing Factors + HA

30ml

100ml

£6.10 GBP

Add to Cart
Out of Stock

Bestseller

[IMG: Women]

[IMG: The Ordinary Glycolic Acid 7% Exfoliating Toner]

[H2]
Glycolic Acid 7% Exfoliating Toner

100ml

240ml

£8.00 GBP

Add to Cart
Out of Stock

Trending

[IMG: The Ordinary Volufiline 92% + Pal-Isoleucine 1%]

[H2]
Volufiline 92% + Pal-Isoleucine 1%

15 mL

£19.50 GBP

Add to Cart
Out of Stock

O. Exclusive

[IMG: The Ordinary Serum Foundation]

[H2]
Serum Foundation

30ml

£6.40 GBP

Select shade

Bestseller

[IMG: The Ordinary Multi-Peptide + Copper Peptides 1% Serum]

[H2]
Multi-Peptide + Copper Peptides 1% Serum

30ml

£28.90 GBP

Add to Cart
Out of Stock

Trending

[IMG: Team Favourite]

[IMG: The Ordinary Multi-Peptide Serum for Hair Density]

[H2]
Multi-Peptide Serum for Hair Density

60ml

£21.90 GBP

Add to Cart
Out of Stock

Trending

[IMG: The Ordinary Natural Moisturizing Factors + PhytoCeramides]

[H2]
Natural Moisturizing Factors + PhytoCeramides

30ml

100ml

£9.60 GBP

Add to Cart
Out of Stock

Bestseller

[IMG: The Ordinary Multi-Peptide Eye Serum]

[H2]
Multi-Peptide Eye Serum

15ml

£19.90 GBP

Add to Cart
Out of Stock

[H1]
Why You Love Rice Lipids + Ectoin Microemulsion

"As someone with extremely sensitive skin, this is the greatest of all time. I look younger because my skin is healing! My makeup sits flawlessly now." - Michelle

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[IMG: Why You Love Rice Lipids + Ectoin Microemulsion]

[H2] Discover In-Store Consultations

One-on-one consultations have arrived. Book an appointment for expert guidance and personalized recommendations tailored to your skin's needs.

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Common Concerns

Not sure where to begin? Here are some common skin concerns.

Aging

Congestion

Texture

Eye Care

Redness

Dryness

Save your favourite formulations to revisit later.

Book in-store consultations with our formulation experts.

Save your details for faster checkout.

Get a personalized experience, tailored to your skin concerns.

Save your favourite formulations to revisit later.

Book in-store consultations with our formulation experts.

Save your details for faster checkout.

Get a personalized experience, tailored to your skin concerns.

[IMG: Rita Silva - Senior Manager, Science Communications and Brand Engagement]

Rita Silva

Senior Manager, Science Communications and Brand Engagement

[IMG: Joe Basham - Senior Manager, Science Communications and Partnership Engagement]

Joe Basham

Senior Manager, Science Communications and Partnership Engagement

[IMG: Bushra Yusuf - Scientific Communications Associate Manager]

Bushra Yusuf

Scientific Communications Associate Manager

[IMG: Dina Nicole - Vice President, Scientific]

Dina Nicole

Vice President, Scientific

[IMG: Alejandro Saldarriaga - Applied Research Principal Scientist]

Alejandro Saldarriaga

Applied Research Principal Scientist

[IMG: Kinnari Patel - Microbiology and Quality Control Director]

Kinnari Patel

Microbiology and Quality Control Director

[IMG: Carla O’Connor - Clinical Research Director]

Carla O’Connor

Clinical Research Director

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[H5] Your gift card details

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[H2] Contact

[H3]
How can I get in touch with Customer Happiness?

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.

[H3]
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.

[H3]
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.

[H2] Products + Regimens

[H3]
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.

[H3]
Are your products vegan?

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.)

[H3]
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!

[H3]
Can you recommend some products for my skin type?

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!

[H3]
Why aren't The Ordinary Granactive Retinoids or UV Filters SPF 45 Serum available in Canada?

Some products like those containing Granactive Retinoid or the UV Filters SPF 45 Serum are not available due to local restrictions. However, we do have alternatives in our Retinoids.

[H3]
Which The Ordinary stores carry the Serum Foundation?

You can find our Serum Foundation at the following stores:

Toronto: 18 Distillery Lane, Toronto, ON M5A 3C4
New York: 475 5th Ave, New York, NY 10017
London: 115-117 Commercial St, London E1 6BG,
Melbourne: 233 Gertrude St, Fitzroy VIC 3065

[H3]
Can you send me samples?

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.

[H3]
Where can I buy your products?

You can purchase your products online at deciem.com 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!

[H3]
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).

[H3]
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.

[H3]
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.

[H3]
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.

[H3]
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.

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.

[H2] 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.
[H3]
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. Please be advised that once an order is placed, it cannot be modified. Additionally, any orders placed on Loopha.com cannot be cancelled, including orders containing mixed brands such as The Ordinary or NIOD.

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.

[H3]
Can I remove products from my order?

We may be able to cancel item(s) or your order in full within one (1) hour of the order being placed. After that time, we’re unfortunately unable to accommodate changes.

If you'd like to request a change, please contact us as soon as possible. We’ll always do our best to help, but please note that we can’t guarantee all requests can be fulfilled. We're so sorry for any inconvenience this may cause.

Please note: Orders placed on Loopha.com cannot be cancelled once submitted, including orders containing mixed brands from The Ordinary or NIOD.

[H3]
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.

[H3]
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. To read more about our limits, please review our Terms and Conditions.

[H3]
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!

[H3]
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 a DECIEM account, you can view your order
status using your order number and your email address here once your order has been shipped.

[H3]
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.

[H3]
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.

[H3]
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.

If we receive the parcel and haven’t heard from you, a refund will be issued automatically.

[H3]
Why is my order in Belgium?

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.

[H3]
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!

[H3]
My order is stuck with customs!

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.

[H3]
My package is being returned to your warehouse. What can I do?

If you see that your parcel is being returned to our warehouse, please reach out to us through our contact form to let us know. Once it arrives, we may be able to reship your order to the same address at no additional cost, depending on the circumstances.

If we don’t hear from you, a refund will be issued automatically once the parcel is received and processed.

[H3]
My order is missing or may have been stolen – what should I do?

First, kindly check your tracking info, surrounding area, and with neighbours or building management in case the parcel was left nearby. If you still can’t find it, contact us via our form to begin a courier investigation. Investigations can take up to 21 days, depending on the carrier and location.

Please note that missing or stolen domestic orders must be reported within 14 days of shipment; international orders within 21 days. Requests outside these timeframes may not be eligible for resolution. Until a parcel is returned to our warehouse or officially declared lost, we can’t offer a refund or reshipment.

Each report is reviewed individually. If tracking confirms delivery with Proof of Delivery (POD), or if a “Safe Place,” “Leave with Neighbour,” or “Delivered with Authority” instruction was provided, a refund may not be possible. We’ll always do our best to assist!

[H2] Shipping + Delivery

[H3]
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.

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
December 5

Europe
December 12

Korea
December 15

Canada
December 15

USA
December 15

New Zealand
December 15

United Kingdom
December 17

Australia
December 15

Hong Kong
December 17

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 s