skip to Main Content

FAQ

CONTACT

Our service 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 9am to 6pm EST (excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page.

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.

ORDER

Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as nice monkeys instead of spam.

If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reaching out to us via our contact page. We may be able to cancel and refund your order so that you can place another with the correct items!

BILLING

We accept all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal and credit card gift cards. Credit card gift cards can only be redeemed for orders less than the full amount available on the credit card gift card.

Your card will be charged after your order has been successfully placed.

We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out. Currently, our system provides pricing based on your shipping country:

AUD for Australia
CAD for Canada
EUR for the European Union
KRW for Korea
GBP for the United Kingdom
USD for USA

All other countries have pricing displayed in USD but pricing of products outside of the USA is higher in USD than within the USA because of additional costs we incur to import these products. Orders within Canada, USA, UK (and the EU) and Australia are shipped from our local offices within these regions.

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by DECIEM.

The currency and pricing of your order is determined by the country from which you visit us and cannot be changed.

SHIPPING + DELIVERY

We are proud to say that DECIEM offers worldwide shipping!

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 3 days, but please allow up to 7 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resouces in places to reduce these delays dramatically and appreciate your very kind patience in the interim. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

Most Canada, USA and UK/EU orders arrive within 3-8 business days.

Most Australia orders are delivered within 1-2 business days and 2-4 business days in New Zealand (unless they contain items we don’t have carry at our Australian warehouse, in which case they may take longer). International orders can take up to 21 business days.

We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via deciem.com/contact with any further queries you may have.

PRODUCT

As required by the European Cosmetics Regulations, we only work with suppliers who do not perform animal testing. Since that regulation came into force, it has pushed cosmetic raw material suppliers to replace animal testing with available alternatives to support the safety of their ingredients. The only need for animal testing these days is for finished products that want to be registered for sales in China. Naturally, we do not test our finished products on animals and do not ask others to do so (which is why we don’t have stores or conventional retailers in China). We also will not work with any distributors or retailers unless they agree that they will never test our products on animals.

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!

Unfortunately, we do not offer product samples at this time! We encourage you to visit one of our DECIEM brick-and-mortar stores to test our products in person.

Back To Top
×Close search
Search