Contact Us

Questions about an order, return, product, or delivery are welcome. The The Ordinary service team will help identify the next step.

Official Contact Details

Brand: The Ordinary
Email: Support@Theordinarsy.shop
Phone: (540) 782-2077
Address: 679 Chamberlayne Pkwy, Richmond, VA 23220, United States
Customer service hours: Monday to Friday, 9:00 AM–5:00 PM, Central Time (America/Chicago).

Before Contacting Us

For faster order assistance, include the order number, checkout email, and a concise description. For damaged, defective, incorrect, or incomplete deliveries, photographs may help the review, but contacting us is the first step.

Returns and Cancellations

Request cancellation before shipment or start a return by email. Eligible returns are accepted within 30 days after delivery, exchanges are available, and we provide a free prepaid return label. Wait for instructions before sending a parcel.

Response Times

Messages outside service hours are reviewed on the next business day. High volume or holidays may extend response time. Never email complete payment-card numbers or passwords.