FAQs

CONTACT

How can I get in touch with Customer Happiness?

Our Customer Happiness team is based out of our Toronto, Canada head office with partial support available through our offices in Nottingham, UK and Melbourne, Australia. The team’s hours of service are Monday to Friday from 9:30 AM to 5 PM EST (excluding holidays). We have limited support available on the weekends.To reach our team, please visit our contact page to submit your inquiry or give us a call.

When can I expect a response to my email?

Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

Can I place an order over the phone?

For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Happiness team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.

PRODUCTS + REGIMENS

Do you test on animals? Are your products cruelty-free?

DECIEM does not test on animals and does not ask others to do so. DECIEM has been certified with the Leaping Bunny stamp of approval, a widely recognized standard for personal care and household products.

Are your products vegan?

The Ordinary, The Chemistry Brand, and HIF have been certified vegan by PETA, and we are currently obtaining certification for all other DECIEM brands. Until then, please refer to our legend for each product on our website that will indicate the specifications of any given product (for example, if it is vegan, nut-free, oil-free, etc.)

The product I want is out of stock!

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!