How can we help?
Ordering
How can I check my order?
To check your order status, please find the confirmation email we sent. If it’s not in your inbox, kindly check your spam folder.
Alternatively, you can log into your account and visit ‘My Account’ > ‘Orders’ for detailed information.
If you need any assistance or have questions, feel free to reach out to our customer support. We’re here to help.
Can I cancel or change my order?
Once an order is placed, we will call you for the confirmation where you’ll be asked to cancel or change the order. Once processed by our fulfillment team, changes or cancellations are not possible.
If you no longer want the product, you can initiate a return following our return policy.
How do I apply my promotion code?
To redeem a promotion/discount code, enter your code on the shopping cart or checkout page.
What currency do you charge in?
You will pay in PKR
What kind of payment do you currently accept?
We offer Cash on delivery on all orders all over the pakistan.
Product
Is my product authentic or counterfeit?
At The Ordinary Pakistan, we guarantee that all of our products are 100% authentic and imported directly from authorized international suppliers. We understand the importance of using genuine skincare products, and we are committed to providing you with only the best and most trusted formulas.
We source our products through official channels to ensure that every item you purchase is original, safe, and effective. To further verify authenticity, each product we sell comes with its packaging, manufacturing details, and batch codes, which can be cross-checked with the brand.
If you have any concerns or questions about a product's authenticity, feel free to contact our customer service team, and we will be happy to assist you. Your satisfaction and trust are our top priorities!
The product I want is out of stock!
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!
Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!
How do I store your products?
We recommend storing our products in a cool dry place away from direct sunlight. Some products such as The Ordinary Granactive Retinoids/Retinols do require refrigeration after opening, but this is noted on the directions.
For all others we suggest storing at room temperature, however, there is no harm in refrigerating (with few exceptions).
What is the expiry date of your products?
A few products such as NIOD CAIL 1% and our sun protection products will have an expiry date noted on the packaging.
For all others, the shelf life is three years when unopened and stored at room temperature. This is the regulatory threshold for testing. Upon opening, please refer to the period-after-opening (PAO) symbol to identify the lifetime of the product.
Can you tell me which products are suitable for pregnant or breastfeeding people?
Each ingredient has been tested and is considered safe for topical application. When pregnant or breastfeeding, it is recommended to avoid any skincare products containing retinoids such as formulations with Granactive Retinoid or Retinol.
Shipping, Returns & Exchanges
Do you ship internationally?
we only provide shipping all over the Pakistan.
I've received a wrong or defective item.
We do our best to ensure orders are packaged correctly, but occasionally mistakes may occur during picking or problems may arise during delivery.
Any incorrect or defective orders should be brought to our attention upon receipt.
We may request additional photos of the damaged items, so please refrain from disposing of them until you have connected with our team.
I didn't receive my package.
Have you checked your tracking information? Please ensure to check your surrounding area and with your neighbors.
If you’re unable to locate your package, please contact us so that we can initiate an investigation with the courier regarding your missing parcel.
How long will it take for my order to arrive?
We will dispatch your order with-in 1 day. you order will arrive in 3-5 working days.
How much is shipping fee?
We offer Free Shipping all over the Pakistan. We will not charge you shipping fee on your orders.
