Refund Policy

This page explains how we support customers and administer requests.

Returns and exchanges

You may request a return or exchange within 30 days after delivery, including when you simply change your mind. Reach our support team before sending an item back so we can send return instructions. We pay the return shipping cost for both change-of-mind requests and products that arrive damaged, defective, incorrect, or incomplete. We do not charge a restocking fee.

Condition and exceptions

Non-defective custom goods, Final Sale or clearance items, gift cards, and opened intimate or hygiene-sensitive goods are not eligible for a change-of-mind return. These exceptions do not limit remedies available for damage, defects, wrong items, missing parts, or rights provided by law.

Refund timing

Once we inspect and approve the return, we issue the refund to the original payment method. Banks and card providers generally post it within 5–10 business days after issuance.

Cancellation and contact

An order may be cancelled before dispatch. After dispatch, the return and refund terms on this page apply.

Return address and contact details

Store: The Ordinary
Email: Support@theordineryl.shop
Phone: (239) 595-4888
Postal address: 255 S 4th St W, Missoula, Montana, 59801, United States