NEED TO MAKE A RETURN?
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 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. Partial refunds will not be offered.
Shipping fees and product(s) listed as Final Sale are non-refundable.
Returning Products with Shipping Restrictions: For some Deciem products, returns are not accepted by mail due to local/international shipping restrictions. If you wish to process a return, please do not ship the following products to our warehouse
Abnomaly SHOP Room Fragrance
Hylamide Matte 12
Hylamide HA Blur
The Ordinary High-Spreadability Fluid Primer
Instead, please notify our Customer Happiness team by visiting our contact page under "Returns". When completing the form, under Warehouse Sent please select “Other”. Under “Return Tracking #” please input N/A and under “Products Returned'' please input the name of the product(s) you are returning. A member of our team will get back to you with the next steps. Please kindly note that the above instructions are only applicable for products with shipping restrictions (listed above) - please follow the instructions below (3.1, 3.2) for return of all other DECIEM products.
We do not offer store credit or exchanges at this time. However, if you’re unhappy with one of our products, please review the return instructions below.
HOW TO RETURN
You may return unwanted products to any DECIEM retail location within the same country as your original purchase. A receipt or proof of purchase is required to process your refund to your original method of payment. We do not offer store credit or exchanges. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout in addition to the original method of payment used.
If you are unable to return to one of our DECIEM Retail Stores you can return the products to one of the DECIEM warehouses noted below. Please be advised, your refund will be issued via PayPal. Our Customer Happiness team will contact you for your PayPal information.
Online orders can be returned in-store or online. If returning in-store, please provide our store ambassador with your order number at checkout. If you are not near a DECIEM store and need to return your product(s) via mail, please follow the instructions below.
We ask you to ensure that the original or a copy of your invoice is included with your shipment. Please confirm the order number, products returned, and return tracking details if purchased by submitting them to the Customer Happiness team by visiting our contact page under “Returns”
Please send your product(s) that you wish to return to your nearest DECIEM warehouse listed below:
1510 Caterpillar Road.
Mississauga, ON L4X 2Y1
Deciem USA LLC
75 Oxford Drive
Moonachie, New Jersey
Deciem UK Ltd
Unit 1 Castle Park
Nottingham NG2 1AH
Netherlands (for return of in-store and Click & Collect purchases only):
Deciem Netherlands B.V.
Amsterdam, 1016 GK
Unit 13, 331 Ingles Street
Port Melbourne, VIC 3207
POP-UP STORE PURCHASES
Please do not ship item(s) purchased from any of our DECIEM pop-up shops to our warehouse. We kindly ask that you notify our Customer Happiness team by visiting our contact page under "Returns". When completing the form, under Warehouse Sent please select “Other”. Under “Return Tracking #” please input “DECIEM Pop Up” and under “Products Returned'' please input the name of the product(s) you are returning. A member of our team will get back to you with the next steps.
Returned products are your responsibility until they arrive at DECIEM.
Though it’s not required, we do recommend purchasing tracking services for your protection and to also hold on to the proof of postage in case you need to contact us about your return. Please note DECIEM does not incur the cost of return tracking or postage. Only products received by our warehouse can be credited.
If we cannot locate your order number, we are unable to process the refund. Please be mindful of what is being sent to us as any products incorrectly sent back cannot be credited and will not be sent back to you
We aim to refund you within 12 business days of the product being returned to DECIEM, however these times may be impacted during high volume periods.
All returns will be credited to the original method of payment. We cannot process your refund to an alternative card. The refund will be issued upon processing of the returned product(s). You will receive an email notification upon completion of return processing.
Please note this timeframe has been impacted by COVID-19. See more details here.
We do not provide refunds or exchanges for products purchased outside of DECIEM. You must abide by the return and exchange policies set in place by the authorized retailer you have made your purchase with. Please contact the retailer in question for more details.
If we notice an abnormal pattern of return activity or behaviour then we may connect with you about your returns.
Any abuse of the return policy can result in the suspension of the account and any associated accounts. If this has happened to you, and you think we’ve made a mistake, please contact our Customer Happiness team and we’ll be happy to review it with you. If your account has been suspended and you need to make a return, please contact our Customer Happiness team before sending any products back.
DECIEM maintains the right to determine, in its sole and absolute discretion, whether you are entitled to a refund and, if so, the amount of the refund you are eligible to receive. DECIEM reserves the right, in its sole and absolute discretion, to refuse to provide a refund or accept your Order for any reason – including, but not limited to, if we deem your Order to be suspicious or fraudulent in any way.