Return and Refund Policy

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  credited to the original method of payment.

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".

Online orders can be returned in-store or online.

Return in store

Return by mail

Returning products with shipping restrictions

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. Only products received by our warehouse can be credited.

If we cannot locate your order number, we are unable to process the refund. We encourage you to 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.

DECIEM does not incur the cost of return tracking or postage.

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.

If we notice an abnormal pattern of return activity or behavior 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, 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, 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.

Order Cancellation Policy

Your Right to Cancel

If you are located in the European Union, you have the right to cancel your order within 14 days of receiving the last item in your order, without giving any reason. This right is provided under the EU Consumer Rights Directive.

The cancellation period expires 14 days from the day on which you, or a third party designated by you, takes physical possession of the last item in your order.

How to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement before the cancellation period expires. You can do this by:

1: Logging into your account and submitting a cancellation request using the following link 
Cancel / Return & Refund
2: Emailing us at cs.theordinary@gmail.com

We will process your cancellation request promptly and confirm receipt.

Effects of Cancellation

Upon cancellation, we will reimburse all payments received from you, including delivery costs, without undue delay and no later than 14 days from the day we receive your cancellation request. We will use the same payment method you used for the original transaction.

We may withhold reimbursement until we have received the returned goods or until you have provided proof of return, whichever is earlier.

Return of Goods

You must return the goods without undue delay and no later than 14 days from the day you notify us of your cancellation. You will bear the direct cost of returning the goods.

Goods must be returned in their original condition. We reserve the right to deduct an amount reflecting any diminished value of the goods if that loss is the result of unnecessary handling.

You can use the following link for cancellation/ return & refund of order 
Cancel / Return & Refund