Brand ownership
The Ordinary is part of DECIEM, acquired by Estée Lauder Companies in 2024.
The Ordinary
Skincare
Is The Ordinary Legit?
A closer look at The Ordinary’s payments, returns, privacy and support. Here is what to know before ordering.
Welo Certification: Not Present
Read the takeawayTrust signals by area
Welo assessments based on published sources
Return window365 days for eligible items
Payment methodsMajor cards and PayPal
Support response aimWithin 48 hours
SOURCES5 checked
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.
Return policy
Eligible unwanted products can be returned within 365 days if at least 50% full.
Ways to pay
The store lists major credit cards, PayPal and eligible credit-card gift cards.
Support access
Contact options include an online form and phone support, with published weekday hours.
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What Looks Good
Long stated return period
The direct store says unwanted products can be returned within 365 days when they are at least 50% full.
Product education is available
The website includes ingredient guides and regimen-building resources alongside its product range.
What to Know
Some return costs stay with the buyer
Shipping fees are non-refundable. The company also recommends tracked return shipping because it refunds only items received at its warehouse.
Return eligibility has conditions
Products must be at least 50% full. Sets must be returned complete, and final-sale products are excluded.
Targeted advertising cookies
The privacy policy says it uses third-party cookies for targeted advertising. It points customers to cookie preferences for controls.
Explore the Details
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 company says cards are charged during checkout after an order is placed.
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 policy provides an online form route for personal-data questions and requests.
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.
Questions before you buy
The company says unwanted products may be returned within 365 days if they are at least 50% full. Final-sale products are excluded.
No. The FAQ says shipping fees are non-refundable, including when a product is returned.
The direct store lists major credit cards, PayPal and eligible credit-card gift cards. Check the payment options shown for your checkout before ordering.
The company aims to answer inquiries within 48 hours, but says response times can vary during busy periods.
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 research- Frequently Asked Questions | The Ordinary
- Privacy Policy | The Ordinary
- Contact Us | The Ordinary
- The Estée Lauder Companies Completes Acquisition of DECIEM
- Vegan, Sustainable Skincare | The Ordinary
This 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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