Terms of Service
Last updated: June 15, 2026
Store Service Note
For this store version, the customer journey is organized around straightforward shopping, clear product pages, secure checkout, and documented support steps, so these terms should be read together with the footer policies shown on [[policy_domain]].
These Terms of Service govern access to and purchases from [[policy_domain]]. By visiting the website, placing an order, or contacting The Ordinary, you agree to these terms and to all policies referenced on the website.
Online Store Use
- You must use the website for lawful personal or business shopping purposes and may not interfere with store security, checkout, inventory, or other customers.
- You may not copy, scrape, reverse engineer, attack, or misuse the website, product content, images, checkout flow, or customer service systems.
- We may refuse service, cancel suspicious activity, or limit access when necessary to protect customers, the store, payment security, or legal compliance.
Product Information
We aim to present skincare, body care, hair care, and personal care products clearly and accurately, including names, descriptions, images, prices, and availability. Minor differences in packaging, color, or presentation may occur due to manufacturing updates, device displays, lighting, or supplier changes. Product information is not medical advice and should be reviewed with care before use.
Orders and Acceptance
- An order is an offer to purchase. We may accept, reject, cancel, or limit an order before fulfillment if there is an error, stock issue, payment issue, address issue, suspected fraud, or policy violation.
- Customers are responsible for providing accurate contact, billing, and shipping information.
- Order confirmations show that the order was received; final acceptance occurs when the order is processed for fulfillment.
Pricing and Payment
Prices are shown in the checkout currency presented on the website. We may correct pricing, product, tax, shipping, or availability errors when discovered. Payment must be authorized before an order is processed. Additional bank, card issuer, currency conversion, or tax charges may apply according to the customer location and payment provider.
Shipping, Delivery, and Risk
Eligible orders receive free shipping under the store rules in effect at checkout. Normal order processing is 1-2 business days, and estimated transit time is 2-4 business days. Delivery dates are estimates and may be affected by carrier delays, weather, address problems, holidays, customs checks, or events outside our control.
Returns and Refunds
Returns are limited to damaged, defective, or not-as-described items only reported within 30 days. We do not support no-reason or change-of-mind returns. Approved refunds are handled under the Refund Policy, and customers must contact us before sending any item back.
Intellectual Property
The website layout, text, images, graphics, product presentation, logos, and other materials belong to The Ordinary, its licensors, suppliers, or other rights holders. Nothing on the website grants a license to use those materials without written permission.
Limitation of Liability
To the maximum extent allowed by law, the store is not responsible for indirect, incidental, special, punitive, or consequential damages arising from website use, product misuse, delivery delays, third-party services, or events outside reasonable control. Nothing in these terms limits rights that cannot legally be limited.
Changes to Terms
We may update these terms when store operations, legal requirements, payment practices, shipping rules, advertising practices, or website features change. The updated version applies from the time it is posted on the website.
Contact for Policy Questions
Questions about this policy or an order can be sent to The Ordinary through the contact details below. Please include your order number when the question relates to a purchase.
Website: [[policy_domain]]
Email: [[policy_email]]
Mailing address: 1840 NE 59th Ave, Portland, Oregon, 97213, United States
Phone: 3607870580