Question 1

What methods of payment do you currently accept?

Accepted Answer

Niod accepts all major credit cards. When paying by credit card, your name and billing address must match the address on file with the card issuer. They 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 card. They do not accept online payments from digital banking apps such as Revolut, Monzo, etc.

Question 2

How long does an order take to process?

Accepted Answer

Niod try to get to orders as quickly as they receive them and, in most cases, fulfill orders within 2-4 business days. Fulfillment times may vary during peak periods such as after or during product launches, holidays, and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. DECIEM takes no responsibility if you are not there to receive your order.

Question 3

How can I track my order?

Accepted Answer

Once your order has been dispatched from their warehouse, they will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.

If you have a DECIEM account, you can view your order status using your order number and your email address here once your order has been shipped.

Question 4

Can I cancel my order?

Accepted Answer

Niod kindly asks that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.

Cancellations must be requested within 1 hour of the order being placed and within their service hours (Monday–Friday, 9:30 a.m.–5 p.m. EST/GMT). While they cannot guarantee cancellations, they will try their best to accommodate where possible. Please note, they have very limited support on weekends and public/bank holidays.

Question 5

What is the Niod return policy?

Accepted Answer

Niod’s sorry to hear that it’s not working out. If you are not satisfied with your purchase made through the DECIEM website or one of their DECIEM retail stores, they are happy to let you know that you can return any unwanted products that are at least 50% full within 365 days (1 year) from the date of purchase as stated on your invoice or receipt.

Please note that items purchased as a bundle or set (e.g., The Ordinary No-Brainer Set, Hylamide Core Series Bundle, NIOD Set No. 1) must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and products listed as final Sale are non-refundable.

Question 6

When will I get my refund?

Accepted Answer

As they receive multiple deliveries daily, they are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved, the refund will be issued. Once they have issued your refund, they'll send you an updated copy of your invoice that will show the refunded items.

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What methods of payment do you currently accept?

How long does an order take to process?

How can I track my order?

Can I cancel my order?

What is the Niod return policy?

When will I get my refund?

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