DECIEM | Faq

FAQ.

Contact
- How can I get in touch with your service team?
  Our service 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 9am to 6pm 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, within North America, call our toll free line +1 800-513-6088 within our service hours.
- 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.
Order
- 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. Please reach out to us via email through our contact page or phone (toll free: +1 800 513 6088) if you require assistance when placing your order online. We are here to help!
- I placed an order on your website and never received a confirmation email.
  Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters.
  
  If you haven’t received confirmation from us, please fill out the contact page on our website 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!
- Can I remove products from my order?
  Unfortunately, once an order has been placed, we cannot make any edits or substitutions.
  
  However, after placing an order, if you want to make a change or made a mistake please feel free to submit a cancellation request. Kindly note there is a limited window in which we may be able to do this for you. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day return policy.
- I want to cancel my order.
  Changed your mind? Made a mistake? That’s okay!
  
  Please reach out to us through our contact page or give us a call and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day refund policy in any event.
- There’s something wrong with the order/products I received!
  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 can I exchange/return an online purchase?
  We don't offer exchanges but we do have a 365-day Return Policy on all items purchased directly from us.
  
  Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer’s policies over which we have no control.
- 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.
Billing
- 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.
- 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.

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 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.
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.

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 feel free to contact our Customer Happiness Team through deciem.com/contact.

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 & Europe	Royal Mail or Landmark	United Kingdom
USA	USPS via OSM	USA

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

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'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.

Shipping Fees by Region

Region	Currency	Fee**	Minimum for Free Shipping
USA	USD	4.99	25.00
Canada	CAD	4.99	25.00
United Kingdom	GBP	4.99	25.00
Europe	EUR	4.99	25.00
Australia	AUD	9.99	50.00
New Zealand	USD	9.50	40.00
Korea	KRW	12,000	60,000
Macau	USD	10	50
Hong Kong	HKD	60	300
International*	USD	38.00	250.00

Shipping costs and thresholds are subject to change from time to time.

Do my billing and shipping addresses need to be in the same country?
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 DEC- order number and your email address here: https://store.deciem.com/track
I’m having issues tracking my order; can you help me?
Once an order has left our facility, please note that it can take 1-2 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 two business days, please reach out to us through our contact page and our service team will get right on that for you!
Why is my order in Belgium?
International orders sent via Landmark are sent to their distribution center 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.
My package is being returned to sender (RTS). What do I do?
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 at no cost to you.

However, if your parcel is RTS but we have not heard from you, the DECIEM team will begin the refund process once the parcel has been received back at the 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.

Please note that any 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.
Are there any taxes, brokerage, or customs 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.

Product
- Do you test on animals?
  As required by the European Cosmetics Regulations, we only work with suppliers who do not perform animal testing. Since that regulation came into force, it has pushed cosmetic raw material suppliers to replace animal testing with available alternatives to support the safety of their ingredients. 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 stores or conventional retailers in mainland China, since such sales require animal testing for registration purposes.
- I want a product but it’s out of stock. What do I do?
  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 product 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.
- I am interested in selling your products on my website/in my store.
  For retailer or distribution inquiries, please fill out the contact form on our website and our service team will be happy to further assist!
- 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 service team will be happy to further assist!
- 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.
- 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 at DECIEM.com/find-us.
- 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.