Contact
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 .
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.
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.
Products + Regimens
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.
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.)
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!
Can you recommend some products for my skin type?
Absolutely! For regimen/product related inquiries, please contact us on our website and our Customer Happiness team will be happy to further assist!
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.
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.
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 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).
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.
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.
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.
Shipping + Delivery
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.
*Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to our Customer Happiness team for more information. To reach our team, please visit our contact page to submit your inquiry or give us a call.
How much is shipping? How much to qualify for free shipping?
| Region | Currency | Fee** | Minimum for Free Shipping |
|---|---|---|---|
| Canada | CAD | 4.99 | 25.00 |
| USA | USD | 4.99 | 25.00 |
| United Kingdom | GBP | 4.99 | 25.00 |
| Europe | EUR | 4.99 | 25.00 |
| Australia | AUD | 7.99 | 30.00 |
| New Zealand | USD | 9.50 | 40.00 |
| Korea | KRW | 12000.00 | 60000.00 |
| Macau SAR of China | USD | 10.00 | 50.00 |
| Hong Kong SAR of China | HKD | 60.00 | 300.00 |
| International* | USD | 38.00 | 100.00 |
* Any country not listed will fall under International. If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.
** Shipping fees and thresholds are subject to change without notice from time to time. Shipping fees are non-refundable on all orders.
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 from DECIEM once your order has shipped with your tracking number for each order, along with a tracking link.
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 sometimes there may be delays – e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. .
For the most up-to-date tracking information, check out our Order Tracking tool via chat. You can also reach our team through our contact page for any further queries.
| Region | Delivery Estimates |
|---|---|
| Canada East | 2-5 |
| Canada West | 6-7 |
| US MidWest | 3-4 |
| US North East | 2-3 |
| US South | 3-5 |
| US West | 5-6 |
| US non Continental | 7-18 |
| Eastern Europe | 3-6 |
| Northern Europe | 2-5 |
| Southern Europe | 5-10 |
| Western Europe | 3-6 |
| United Kingdom | 1-2 |
| Australia | 1-4 |
| Hong Kong | 1-2 |
| New Zealand | 4 |
| Japan | 7 |
| Korea | 10 |
| International / Rest of the World | 15-20* |
Please note that some regions may incur local fees, which may affect the delivery time due to customs clearance. To confirm whether your order was shipped with duties pre-paid, please refer to our Customs & Duties guidelines or reach out to our Customer Happiness team for further support.
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. 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 take note of current processing times and estimates for delivery before placing your order. DECIEM takes no responsibility if you are not there to receive your order.
What shipping courier do you use? Where do you ship from?
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 connect with our Customer Happiness team via our contact page.
| Region | Courier* | Shipped from |
|---|---|---|
| Australia & New Zealand | Australia Post | Australia |
| Canada | UPS | Canada |
| Central & South America | UPS | Canada |
| International | Landmark | United Kingdom |
| UK | Royal Mail | United Kingdom |
| Europe | UPS | Poland |
| USA | DHL via USPS | USA |
*Note that orders over $500 CAD/USD may be shipped with alternate couriers and/or require a signature upon delivery.
Do my billing and shipping addresses need to be the same?
Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.
Are there any taxes, brokerage, or customs fees?
Most orders are shipped with duties paid. However, depending on the region, some orders may incur additional fees.
We’ve included general guidelines below for our services, but please be sure to check your country’s local regulations as any additional fees will be the customer’s responsibility.
| Country/Region | How We Ship | Customs & Duties |
|---|---|---|
| Canada | Domestic | No extra fees |
| USA | Domestic | No extra fees |
| UK | Domestic | No extra fees |
| Australia | Domestic | No extra fees |
| Hong Kong | Domestic | No extra fees |
| Europe (EU countries) | International | Duties included (we cover customs fees) |
| Europe (non-EU countries) | International | Duties not included – local fees may apply |
| Central & South America | International | Duties not included – local fees may apply |
| Other International Regions | International | Duties not included – local fees may apply |
Billing + Payments
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 during checkout once your order has been 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:
| Canada | CAD |
| USA | USD |
| United Kingdom | GBP |
| Australia | AUD |
| European Union | EUR |
| South Korea | KRW |
All other countries have pricing displayed in USD but the 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 are determined by the country from which you visit us and cannot be changed.
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 be 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.
Returns
What is your return policy?
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 can return any unwanted products that are at least 50% full within 365 days (1 year) from the date of purchase as stated on your invoice/receipt.
Please note that items purchased as a set (e.g. The Ordinary No-Brainer Set, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.
Shipping fees and product(s) listed as Final Sale are non-refundable.
I had a reaction, can I return this product?
Of course.
Are shipping fees refundable?
At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.
When will I get my refund?
As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we’ll send you an updated copy of your invoice that will show the refunded items.
Why is my refund less than the amount paid?
Refunds are issued in the 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.
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, but the transaction must be declined first.