Frequently Asked Questions
Everything you need to know about our clinical formulations and shopping experience.
How do I know which products are right for my skin type?
We recommend starting with our Regimen Guide or using our online consultation tool. Generally, we suggest introducing one new product at a time and patch testing before full application.
What is your return policy if a product doesn't work for me?
We offer a 365-day return policy. If you are not satisfied with a product, you can return it for a full refund within one year of purchase, provided at least 50% of the product remains.
Are your products vegan and cruelty-free?
Yes, all products from The Ordinary are vegan and we do not test on animals. We are PETA certified and do not sell in markets that require animal testing.
How long does shipping take and how much does it cost?
Standard shipping typically takes 3-5 business days. We offer free shipping on all orders over $25; otherwise, a flat rate of $5 applies.
Can I layer multiple serums together?
Most of our serums can be layered, but we recommend using no more than three serums in a single routine. Always check our 'Conflicts' guide to ensure active ingredients like Vitamin C and Retinoids are not used together.
How should I store my products to maintain their potency?
Store your products in a cool, dry place away from direct sunlight. Some products, like specific Vitamin C suspensions or Retinoids, may benefit from refrigeration after opening.