Refund Policy

Approved return postage

The Ordinary pays return shipping for approved no-reason returns and supplies a free prepaid return label or equivalent no-cost method. Do not send an item before receiving instructions, because unapproved shipments may be delayed or misdirected.

Ordinary-return exclusions

Custom or personalised goods, clearance or Final Sale items, gift cards, and opened intimate, personal-use, or hygiene-sensitive products are not eligible for an ordinary no-reason return. These limits do not reduce remedies for goods that are damaged, defective, incorrect, or missing parts. The Ordinary records and handles the related request under this published policy.

Before and after dispatch

An order may be cancelled before it is dispatched. Contact us as quickly as possible; dispatch cannot always be stopped after fulfilment begins. Once shipped, the customer should follow this return process instead. Across the The Ordinary catalogue, this requirement remains consistent for eligible orders.

Approved return fees

No restocking fee is charged on an approved return or exchange. The free return method described above covers the return-shipping cost. At The Ordinary, this point is applied consistently to eligible customer requests.

Return timing

A customer may request a no-reason return within 30 days from the date tracking confirms delivery. The item should be returned in substantially the condition received, with included parts, accessories, manuals, and proof of purchase where reasonably possible. For The Ordinary orders, this forms part of the published refund standard.

Problems caused before delivery

If merchandise is damaged, defective, materially different from the order, sent in error, or missing parts, contact us promptly with the order number and useful photos or details. The Ordinary bears the return cost and will offer an appropriate remedy, such as replacement, exchange, or refund.

Swap options

Exchanges are supported during the same 30-day period. Once the request is approved, we provide return instructions and a prepaid label. The replacement is subject to availability; if unavailable, the customer may choose another eligible resolution, including a refund. This requirement is built into the current service process used by The Ordinary.

Return inspection

After the return reaches The Ordinary, we inspect it and notify the customer of the outcome. An approved refund is issued to the original payment method. Once issued, banks and card providers usually require 5–10 business days to post the credit.

Returns team

The Ordinary
Email: Support@theordineryp.top
Telephone: (563) 700-7447
Physical address: 24 Microwave Hill Rd, Clancy MT 59634, United States
Customer service: Monday to Friday, 9:00 AM–5:00 PM (America/Chicago time).

Please identify the product and order when writing to us.