FAQ

For a concise answer, this FAQ gives a practical summary of ordering, shipping, returns, and payments. The full policy pages provide the controlling details.

How are cancellation requests handled before and after shipment?

For policy guidance, you may request cancellation before shipment. After shipment, the Refund Policy applies.

Who is responsible for the prepaid return label?

In practical terms, the merchant pays return shipping for both no-reason returns and damaged, defective, incorrect, or other quality-issue returns by providing a prepaid return shipping label.

Where can an order be delivered, and is standard shipping free?

As a general rule, we ship only within the United States, and free standard shipping applies to every U.S. order.

May I request a return or an exchange after delivery?

In this summary, Yes. We offer a 30-day no-reason return and exchange period after delivery.

Are taxes collected when the law requires them?

Within the store policy framework, Taxes are collected as required by applicable law.

When should I expect an approved refund on the original payment method?

Under the applicable policy, an approved refund is issued to the original payment method and normally appears in 5–10 business days after issuance.

Which product categories are excluded from no-reason returns?

To clarify the customer-care standard, Custom-made goods, clearance items, gift cards, and opened intimate or hygiene-sensitive items are non-returnable, subject to applicable consumer protections.

How will I receive shipment tracking?

When more detail is useful, Yes. A tracking number is provided after every order ships.

What is the usual timeline from order placement to delivery?

For a clearer overview, Processing takes 1–2 business days and standard transit normally takes 4–6 business days.

What types of products are offered?

For customer reference, the live catalog features skincare products, including facial cleansers, targeted facial serums and solutions, hydrating and moisturizing care, exfoliating care, eye-area care, and facial oils. Each product listing provides its applicable use, care, and safety information.

Which card networks are eligible, and what is the checkout currency?

For immediate reference, Payments are in USD. Eligible cards include Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover.

Merchant and Customer Care Information

When more detail is useful, Store name: The Ordinary

For policy guidance, Contact email: Support@Theorrsdenry.shop

In this summary, Phone: (414) 528-7665

For immediate reference, Physical and return address: 48 Beacon St, Chestnut Hill, MA 02467, US

Within the store policy framework, Customer care hours: Monday to Friday, 9:00 AM–5:00 PM (America/Chicago).