The Ordinary is a skin care brand known for its affordable, science-based products with straightforward formulations.
The Ordinary Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate The Ordinary
What you need to know about The Ordinary
The Ordinary’s customer service response times are generally considered good for routine inquiries, with email responses typically within 24 hours and live chat offering real-time assistance during business hours. However, during peak periods or for complex issues, response times may be slower, which some customers find frustrating. Overall, the company’s service is seen as reliable but may not be the fastest during high-demand periods.
- The Ordinary’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with The Ordinary with our insider guide or through our executive contacts.
- The Ordinary’s customer service policies are standard. Here are our frequently asked questions about The Ordinary.
The Ordinary customer service response times
Customer opinions on The Ordinary’s customer service response times across various platforms vary:
| Phone support | The Ordinary offers phone support during business hours, Monday to Friday, 9 a.m. to 5 p.m. Eastern time. Response times can vary based on call volume and inquiry complexity. Some customers have reported difficulties reaching support during peak times. Call (800) 513-6088. |
| Live chat | Live chat is seen as efficient for immediate assistance during business hours, with positive feedback for quick resolutions. |
| Social media | Responses on social media platforms such as Instagram or X may be slower and less consistent, often used for general inquiries rather than detailed support. |
| Community forums | Mixed reviews, with some customers praising their detailed responses and others reporting slow or impersonal interactions. |
How to resolve a problem with The Ordinary
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.The Ordinary mailing address
475 Fifth Ave
New York, NY 10017
The Ordinary loyalty program
The Ordinary does not offer a loyalty program.
The Ordinary social media channels
The Ordinary executive customer service contacts
Primary Contact
Tarn Morrison
Head of Communications
475 Fifth Ave
New York, NY 10017
tmorrison@deciem.com
Secondary Contact
Alex Perez
Operations Manager
475 Fifth Ave
New York, NY 10017
palex@deciem.com
Chief Executive
Jesper Rasmussen
475 Fifth Ave
New York, NY 10017
jrasmussen@deciem.com
The Ordinary customer service policies
Where can I find The Ordinary's privacy policy?
You can review The Ordinary’s privacy policy on the website. It outlines how your data is collected, used, and protected.
What are The Ordinary's terms of use?
The terms of use detail the rules and conditions for using The Ordinary’s website and services. Visit the website for full details.
Does The Ordinary have an accessibility policy?
Yes, the details of The Ordinary’s accessibility policy are on the company’s website.
What is The Ordinary's approach to sustainability?
The Ordinary’s approach to sustainability is set forth on the company’s website.
The Ordinary self-service links
What is The Ordinary's return policy?
The return policy explains how to return or exchange products.
- Review the return eligibility criteria.
- Initiate the return process online or via customer service.
- Package the item securely and ship it back using the provided instructions.
Where can I find terms and conditions for promotions?
The promotions terms and conditions provide details on eligibility and rules for discounts or offers. Full information is available online.
- Read the terms for each promotion.
- Verify your eligibility for the offer.
- Apply the promotion code or discount as instructed during checkout.
Who owns The Ordinary?
The Ordinary is owned by Estée Lauder. In June 2024, Estée Lauder completed its acquisition of DECIEM, the parent company of The Ordinary.
How can I contact The Ordinary?
Call (800) 513-6088.
Does The Ordinary have a live chat option?
Yes, you can find The Ordinary’s live chat option here.
How to get professional help with your The Ordinary problem
If you need help with The Ordinary, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of The Ordinary?
Submit your review | |
Customer Service phone either doesn’t answer or they have so many calls they ask you to call later. Their return form is terrible!!!! Love all the products not customer service.
