Contact information
Contact Information
Have a question about our products or need help with your order?
We’re always happy to help — our customer care team is here to make sure your experience with The Ordinary is smooth, easy, and satisfying.
💬 Live Chat Support
Need quick help?
Connect with us instantly through our Live Chat feature — available directly on our website.
Our team is online and ready to assist you with:
- Order status updates
- Product or shade recommendations
- Tracking and delivery issues
- Returns or exchanges
- General product questions
If our agents are busy or offline, you can leave a message — we’ll get back to you as soon as possible.
📧 Email Support
Prefer email? No problem!
Reach out anytime at support.theordinary@gmail.com
Please include the following details (if applicable) so we can help you faster:
- Order number
- Full Name, Email and phone number used at checkout
⏳ Response Time: Within one business day
🌍 Business Hours
Our customer service team operates Monday to Friday, 9:00 AM – 5:00 PM (EST).
Messages received outside these hours will be answered the next business day.
💖 We’re Here for You
Whether you have a question, need skincare guidance, or want to share feedback, we’re always listening. Your satisfaction is our priority — and we’re committed to making sure you feel cared for every step of the way.