How can we help?

Products + Regimens

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! Thank you for being so patient with us.

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 store.deciem.com/returns.

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 (with few exceptions). Refrigerating our products will not enhance their longevity. We suggest using all products from The Ordinary within 6 to 12 months after opening.

What is the expiry date of your products?

The shelf life of our products is indefinite, but we generally suggest using any products from DECIEM within 6-12 months after opening! Please consult with the Period-After-Opening symbol on each of our products to be sure.

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.

What products should I use?

How should I use my products?

Contact us about a faulty product

Order Inquiries

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 monkeys make mistakes. Please fill 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.

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 - 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 cost to you (please note that we may require an alternate shipping address). If your parcel is RTS and we have not heard from you, the DECIEM team will reach out to you via email or phone. If we have not heard from you after the 72 hours, we will issue a refund.

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), we are unable to issue a refund.

Contact us about a damaged or incorrect order

Contact us about cancelling an order or product

Note: We can only cancel orders that haven't been packed.

Contact us about a shipment issue

Note: If reporting Lost/Stolen order investigation can take up 5-10 business days to conclude.

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.

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

Region Currency Fee** Minimum
for Free Shipping
USA (Excluding US,Territories) USD 4.99 25.00
US Territories USD 28.00 250.00
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 9,000 30,000
International* USD 38.00 250.00


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

I’m in the US. Can I ship to military addresses, P.O. boxes or a mail forwarding address?

All of our US orders are fulfilled by UPS who unfortunately, cannot ship to Military Addresses (APO/FPO/DPO) or P.O. Boxes.
You are welcome to ship to a mail forwarding service, however please note that once it is delivered to that location it is no longer our responsibility. Items shipped using a mail forwarding service are not eligible for replacements.

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 3 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. You will receive an email notification once your parcel has shipped.

Order processing time may vary during peak periods such as immediately after product launches, holidays, and any special promotions we have going on.

* If you are shipping to a hotel, please keep in mind that orders can take up to 10 business days to process. We take no responsibility if you are not there to receive it.

Can I change my shipping address?

We’d love to change your shipping address for you. Please fill out this form with your order number and updated address. Please reach out to us as soon as possible as we are only able to update your address if it has not been packed by our E-Commerce Team. We are unable to update your address once it has been shipped.

What is the estimate for delivery?

We use various couriers depending on destination and, as a result, shipping times vary. On average, most Canadian, USA and UK/EU orders arrive within 3-8 business days. International orders can take up to 21 days. You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

Which 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:

Canada - Shipped from our Toronto warehouse by Canada Post
Central & South America - Shipped from our Toronto warehouse by Canada Post
USA - Shipped from our Astoria warehouse by UPS
UK/Europe - Shipped from our Nottingham warehouse by DPD or Parcel Force
Australia - Shipped from our Melbourne warehouse by Startrack
International - Shipped from our Nottingham warehouse by Bpost or Parcel Force

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.

My order has been shipped to the wrong address!

Unfortunately we are unable to modify the route of a parcel once it has been shipped. However if your order is Returned to Sender, we will be happy to ship it to an updated address at no cost to you.

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?

Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout. 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 handling fees and taxes as your order passes through customs. We have zero control over your country’s customs and duty charges and cannot reflect these fees in our pricing. You are responsible for knowing your country’s customs and duty policies prior to place your order.

My order says delivered, but I have not received it. 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), we are unable to issue a refund.

Contact us about changing your shipping address

Please note that we are unable to update shipping address if it causes change of sales tax rate. In these cases we suggest to cancel original order and place a new one with correct shipping address.

Billing + Payments

What methods of payment do you currently accept?

We currently accept major credit cards and payments made through PayPal.

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.

Returns

Please check our Return Policy.

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. Online purchases cannot be refunded in-store, but our ambassadors will accept the items and put in a refund request for you which will be issued by our Customer Happiness Team.

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 12 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.

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.

Any purchases without a receipt and not found within our system will be ineligible for a refund, exchange, or store credit.

Contact us about a lost receipt

Please provide as much information as possible to narrow down the search.

Submit your return details

Media

Distribution

Please provide as much information as possible about your business.

Technical + Other

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 the problem persists, we recommend either restoring your browser settings or trying a different browser/device. Hope this helps!

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.

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!

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.

Contact us about a problem with the website

Any little detail helps us to identify and resolve technical issue quickly.

Contact us about your personal data

We may ask you for addtional information to verify your identity. Please allow up to 30 days to fulfill these requests. Personal data requests are subject to limitations outlined in our Privacy Policy.

 
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