How can we help?

Have you seen our Regimen Guide? Take a peek at some of our Example Regimens.

Do you test on animals? Are your products cruelty-free?

We only work with suppliers who do not perform animal testing – cosmetic suppliers generally do not need to test on animals because only finished products need to be tested on animals for sales in China (the main reason cosmetics ever get tested on animals). Naturally, we do not test our finished products on animals and do not ask others to do so. We also will not work with any distributor or customer unless they agree that they will never test our products on animals.

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!

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!

*Please note that these notifications are unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal.

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 our returns page.

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!

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. Refrigerating our products will not enhance their longevity.

We do have a few exceptions. Our Retinoids/Retinoids require refrigeration after opening. Resveratrol 3% + Ferulic Acid 3% should not be refrigerated.

What is the expiry date of your products?

Majority of our products have a 3 year shelf life unopened when stored at room temperature. This is the regulatory threshold for testing. Upon opening, please refer to the period-after-opening (PAO) symbol which looks like a little jar to identify the lifetime of the product. If the product has an explicit expiry date, this is the recommended use by date for the product.

What order do I apply my products?

We suggest using no more than 3 serum formulations in a single routine for optimal skin penetration. Generally, we recommend applying water-based solutions first, followed by anhydrous or oil formulations, and finally emulsion/cream formulas. About 2-3 drops of each serum and 1 pea-sized amount of creams should be enough for the full face and neck. For more information, please explore our Regimen Guide.

Can you tell me which 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.

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.

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 website for an in-depth guide to patch testing.

Do you offer giftcards?

We currently do not offer gift cards or vouchers but we are working on it! In the meantime, we are happy to offer personalized product recommendations :-)

If you have placed the order without setting up password you can track it here.

If you have an account with password you can view your order history here.

Can I cancel my order?

Changed your mind? Made a mistake? That’s okay! First, please check the status of your order. We are unable to cancel an order if it has already been packed by our warehouse.

Please reach out to us through our contact form or give us a call and our customer service team will help you. Please have your DEC order number on hand and reach out as quickly as possible so that we cancel your order in time. We will confirm once your order has been cancelled. Once an order has been packed by our E-Commerce, we are no longer able to cancel the order but we do offer our 365-day refund policy in any event.

Wait! I want to change my order!

Unfortunately, once an order has been placed, we cannot add or swap anything out. However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reaching out to us via our contact form. We may be able to cancel and refund the unwanted product(s) or your whole order so that you can place another with the correct items! Simply give us a call or fill out contact form.

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.

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 here

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.

My package is being returned to sender (RTS) - What can I do?

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 RTS 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.

My order is missing/stolen!

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 anywhere from 5-10 business days to conclude.

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.

Where does DECIEM ship to?

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.

How much is shipping? How much to qualify for free shipping?

I'm in the US. Can I ship to military addresses, P.O. boxes?

Yes, you can! Our US orders are currently shipped through USPS via One Stop Mailing.

Can I ship to a mail forwarding address?

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.

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 2 business days, but please allow up to 10 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resources in place to reduce these delays and appreciate your very kind patience in the interim. 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 refer to the notice upon checkout for current processing times before placing your order. We take no responsibility if you are not there to receive it.

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.

What is the estimate for delivery?

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

Most Canada, USA and UK orders arrive within 2-8 business days.

Most EU orders arrive within 3-14 business days.

Most Australia orders are delivered within 1-2 business days and 2-4 business days in New Zealand. International orders can take up to 21 business days.

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 deciem.com/contact with any further queries you may have.

Which shipping courier do you use? Where do you ship from?

Has Brexit delayed UK or EU shipments?

Brexit negotiations and the temporary closure of borders may cause delays in the delivery of parcels sent to the EU from our UK warehouse. We do not expect that any additional fees will be incurred by our customers within these regions, and if duty applies to an order this will be pre-paid by DECIEM.

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.
Please note that if you marked any of our email messages as spam on purpose or by accident you may not recieve any correspondence from us at all.

Do my shipping & billing addresses need to be the same?

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

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

Are there any customs, taxes, brokerage fees?

You will not incur any such border fees in Canada, USA, UK, EU or Australia as these countries are served by our local offices. For other destinations, you may be charged additional handling, import, or tax fees as your order passes through customs. Any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any customs fees incurred after an order has shipped.

Do you ship with Signature Required?

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

Do you ship to China?

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

What methods of payment do you currently accept?

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.

When will my payment be processed?

Your card will be charged after your order has been successfully placed.

My transaction was declined but my card was charged?!

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.

For Debit Card Purchases: With most customers, if they paid with a credit card they'll see this appear as a pre-authorization charge or pending transaction. If you have paid with a debit card, it looks identical to a regular transaction.
This will clear within 3-8 business days, the time varies as per your bank's policy. The transactions will be voided by your bank and the funds will be released back to you.

What currency do you charge in?

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:

AUD for Australia
CAD for Canada
EUR for the European Union
KRW for Korea
GBP for the United Kingdom
USD for USA

All other countries have pricing displayed in USD but 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 is determined by the country from which you visit us and cannot be changed.

Why is my refund is less than the amount paid?

Refunds are issued in 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.

Why have you charged me more than the total?

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may 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.

Need to make a return?

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 may apply for a refund within 365 days (1 year) of purchase as stated on your invoice/receipt. Unfortunately, we do not offer exchanges.

All returns will be credited to the original method of payment. If we issue a refund to the original tender and it is declined or rejected, your refund may be issued via PayPal. We cannot refund to another card. The refund will be issued upon processing of the returned item(s). Please include the original or print a copy of the invoice with your shipment. We do not cover the cost of return shipping. Shipping fees and Item(s) listed as Final Sale are non-refundable. Items purchased as a bundle or set (e.g. The Ordinary No-Brainer Set, Hylamide Core Series Bundle, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

We will not accept a return of more than 10 units of the same item(s) per order. The product you wish to return must be in the original bottle and must be 50% full.

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

Can I return products without their original boxes/packaging? can I return multiple orders in the same box?

Absolutely!

I had a reaction, can I return this product?

Of course.

I bought my product from another retailer, can I return it to DECIEM?

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

Can I return products I bought online in-store?

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.

When will I get my refund?

As we receive multiple deliveries daily, unfortunately we are not always able to send you a confirmation email upon receipt. However, please allow up to 30 business days for the E-Commerce team to process your return and for the refund to be issued. Once we have processed your refund, we'll send you an updated copy of your invoice that will show the refunded items.

Please note this timeframe has been impacted by COVID-19. See more details here.

Can I mail back store purchases?

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, you can mail the item back to your nearest DECIEM warehouse, however your refund will have to be issued via PayPal. Please visit our return instructions here.

I lost my DECIEM store receipt, what can I do?

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.

Can you refund on to another card?

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.

I have my Return Details, where can I submit them?

Right here.

Can I return part of a set or bundle?

No, items purchased as a bundle or set (e.g. The Ordinary No-Brainer Set, Hylamide Core Series Bundle, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Unfortunately, we cannot offer partial refunds for items returns from a set.

My products won’t stay in my basket!

Simply re-enable cookies in your web browser. This should stop items from falling out of your basket.
If you are using Safari browser then allowing pop-up windows on 'store.deciem.com' might help as well. We don't use pop-up windows but some Safari versions instist that we do.
If the problem persists, we recommend either restoring your browser settings or trying a different browser/device.
Hope this helps!

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 “NEW CUSTOMER”. Happy Shopping!

Can I update my email address?

Please fill out the form with your order number, original email address, and the updated email address so that we may make the changes for you. If we are able to update this for you, we’ll be sure to resend your invoice and tracking notification to your new email!

How can I change my password?

Please visit the login page and click "I forgot my password". The system will send you an email with a temporary password to allow you to reset it with one of your own choosing :-)

I received an email from your Order Security team, is this real?

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

Why can’t I change my region/country?

Please ensure when placing your order that the county you are viewing as is your country of choice, this can be changed by selecting the flag in the upper right hand corner, and selecting the correct shipping destination from the drop down menu during checkout.

I am in the US, why does the shipping fee suddenly change during checkout?

Please ensure when placing your order that the county you are viewing as is the United States, this can be changed by selecting the flag in the upper right hand corner. When checking out, please ensure you choose "USA - United States" for country.

Can I update my cookie consent?

Absolutely, right here.