The Ordinary
A closer look at The Ordinary’s payments, returns, privacy and support. Here is what to know before ordering.
The Ordinary vs. Beauty & Care
The Ordinary is a skincare brand owned through DECIEM, which became part of The Estée Lauder Companies in 2024. It sells serums, cleansers, moisturizers, makeup and hair treatments through its own website and other retailers. The Estée Lauder Companies Completes Acquisition of DECIEM, The Estée Lauder Companies, 2026-09-18: https://www.elcompanies.com/en/news-and-media/newsroom/press-releases/2024/06-03-2024-114511824. Vegan, Sustainable Skincare | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-mc/about-us.html.
The Ordinary is part of DECIEM, acquired by Estée Lauder Companies in 2024.
The Estée Lauder Companies Completes Acquisition of DECIEM, The Estée Lauder Companies, 2026-09-18: https://www.elcompanies.com/en/news-and-media/newsroom/press-releases/2024/06-03-2024-114511824.Eligible unwanted products can be returned within 365 days if at least 50% full.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The store lists major credit cards, PayPal and eligible credit-card gift cards.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.Contact options include an online form and phone support, with published weekday hours.
Contact Us | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-bb/contact-us.html.
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The direct store says unwanted products can be returned within 365 days when they are at least 50% full.
As stated by the companyFrequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The website includes ingredient guides and regimen-building resources alongside its product range.
Vegan, Sustainable Skincare | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-mc/about-us.html.Shipping fees are non-refundable. The company also recommends tracked return shipping because it refunds only items received at its warehouse.
As stated by the companyFrequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.Products must be at least 50% full. Sets must be returned complete, and final-sale products are excluded.
As stated by the companyFrequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The privacy policy says it uses third-party cookies for targeted advertising. It points customers to cookie preferences for controls.
As stated by the companyPrivacy Policy | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-nl/privacy-policy.html.The store lists major cards, PayPal and credit-card gift cards.
It says card payments are charged during checkout once the order is placed. Regional pricing may include taxes and duties in some places but not others, so review the final total before paying.
The policy covers purchase, contact, website and automated device data.
DECIEM says customers can request personal data through its contact form. Its policy says it does not sell personal information, while noting that targeted-advertising cookies may be treated as a sale under some rules.
The company lists a contact form, phone lines and a 48-hour response aim.
Published service hours are Monday to Friday, 9:30 a.m. to 5:00 p.m., with limited weekend support. The 48-hour figure is an aim, not a guaranteed response time; the company says busy periods may take longer.
The company says unwanted products may be returned within 365 days if they are at least 50% full. Final-sale products are excluded.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.No. The FAQ says shipping fees are non-refundable, including when a product is returned.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The direct store lists major credit cards, PayPal and eligible credit-card gift cards. Check the payment options shown for your checkout before ordering.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The company aims to answer inquiries within 48 hours, but says response times can vary during busy periods.
Frequently Asked Questions | The Ordinary, The Ordinary, 2026-09-18: https://theordinary.com/en-us/faq.html.The takeaway
The direct store publishes unusually long return terms, but shoppers should check eligibility, delivery costs and local checkout details before ordering.
How we researchThis page reviews current company policies and company information relevant to a direct online purchase.
Policies and checkout options can vary by delivery location. This review does not measure product results or actual support response quality.
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