FAQs

Shopping Information

How do I use multiple formulas in a regimen?

In general, water formulations should be applied before oil formulations and we recommend using a maximum of three serum formulations in a single regimen. We have developed a more comprehensive guide on choosing and using our formulations

How do I seek further help or offer comments?

Please visit the contact us page to find a convenient way to reach us via email or social channels

How do I store your products?

We recommend storing all of our products in a cool dry place away from direct sunlight with the exception of the Granactive Retinoid/Retinols which should be refrigerated after opening. Resveratrol 3% + Ferulic Acid 3% which should not be refrigerated. Refrigerating our products will not enhance their longevity.

 

What is the expiry date of your products?

The shelf life of our products 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.

 

Are your products safe to use?

All The Ordinary products undergo a thorough safety assessment before hitting the market. Each ingredient is reviewed against current scientific literature and strict global regulations to ensure they are safe and compliant for topical application. Always follow the directions of use.

Can you tell me what products are suitable for pregnant or breastfeeding women?

While each ingredient has been tested and is considered safe for topical application, The Ordinary 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.

 

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 ♥.

 

Payment Information

What Payment Methods Are Accepted?

We accept several payment methods. Contact us for information

Is Buying On-Line Safe?

Yes! Absolutely we do it everytime ourselves

Where’s my HAUL?

To adhere to the recommended social distancing we are working with reduced capacity in our warehouse as keeping our staff safe is our priority.  Due to this  we are currently aiming to dispatch all orders within 1-2 days.

*To comply with Government and WHO advice on social distancing, we have limited the number of staff in our warehouse. We’ve recently seen a massive increase in the demand for our products but we are consciously restricting the number staff to ensure we maintain the high levels of safety and protection we have for our staff. This means that there are delays in dispatching orders of up to 1-3 days for some of our delivery services.  Don’t worry we are working hard to get all orders dispatched as quickly as possible. Please keep checking your tracking for updates.

The status of your delivery can be tracked using the ‘Where’s my HAUL?’ form on our ‘Track’ page.

Alternatively, a tracking link is supplied to you via SMS. It will allow you to track your delivery via the delivery courier’s website.

The delivery courier may contact you by email or text message. This will depend on the delivery option you chose and whether you supplied a mobile phone number in the checkout.

I’d like to change my haul?

Our aim is to process and pack your order as soon as possible, to get it on its way to you.

There is a small amount of time where we may be able to amend your order, however, we are only able to amend certain things.

We might be able to amend your address or cancel an item that you have ordered, but, we are NOT able to swap items, add items or change the shipping option.

If your order have been picked and packed in our warehouse or you have received ‘Your order has been despatched’ email, then unfortunately, we will not be able to amend the order.

Damaged Item

We endeavor to package items as securely as possible.

Please report any damages within 6 hours of receipt to our customer service team by completing the Contact Us form below.

  • Please specify the item(s) affected and the damage that has occurred.
  • Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay. If your parcel contains broken glass, please do not handle the goods for your own safety.

Alternatively, you can send a Direct Message via our Facebook or Instagram with the above information and we will get back to you as soon as possible.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

Missing Item

If there is an item missing from your order, please report this to our customer services department within 6 hours of receipt of your order via Facebook or Instagram messenger and we will investigate the issue further for you. If an item is missing, please check the parcel it has arrived in for any damage or any signs that this has been tampered with.Upon receipt of the parcel, if you see that there is any damage to the packaging or it appears to have been tampered with, please check the contents before signing for the parcel.If a parcel is left without you signing for it, please take photos of any damage. Please ensure the item is not marked‘ to follow’ on your invoice (if this is the case, the item will be posted to you in a separate package). Please check that the item has not become caught within the package, as small items can sometimes become entangled in the inner paper of void fill packaging.

Wrong Item

We apologies if there has been an error with your order and you have received an incorrect item.

Please report any instances of wrong items to our customer service team via Facebook or Instagram messenger.

If you have already contacted us via this method, you will have received a reply to your inbox confirming your request has been received. Please reply to this email with the following:

  • Please specify the item(s) you should have received and the item(s) you have received in its place.
  • Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

Return

Once products leave The Ordinary-Pakistan warehouse, all sales become final. Many products do not come with sanitary seals making it unsafe to put them back on the shelves. We want you as our customer to feel secure you’re getting brand new, unused products from us.

Because skin can take some time to adjust to new products as well as to detox from any changes, it is best to allow 2-3 weeks of use to see how your skin truly takes on new items. Sometimes a few uses alone is simply not enough time to let the new products get to work.

If your product does have a seal and you would like to return it, please notify us via Facebook or Instagram messenger and include images of the sealed product. Provide your invoice number and reason(s) for the return/exchange. Once merchandise has arrived back to us, we will issue a refund minus return shipping cost.

  • Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a direct message at Facebook or Instagram messenger.
  • Our policy lasts 2 days. If 2 days have gone by since you have received your haul, unfortunately we can’t offer you a refund or exchange.
  • To be eligible for a return, your item must be unused and in the same sealed condition that you received it. It must also be in the original packaging. If product doesn’t have a seal we cannot accept a return.
  • To complete your return, we require a receipt or proof of purchase.
  • Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. If you have returned an item that doesn’t qualify for a return, you will have to arrange your own shipping to get the item back.
  • There are certain situations where only partial refunds are granted (if applicable)
  • Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via messenger.
  • Sale items (if applicable): Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
  • Exchanges (if applicable): We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a DM.
  • Return Shipping: We will send you a return label for free, the cost of return shipping will be deducted from your product refund total. You are responsible for the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.