Shipping policy
Shipping Policy
Last Updated: June 2026
Thank you for shopping with The Ordinary. We aim to process and dispatch all orders as quickly as possible while ensuring each order is carefully prepared before shipment.
Processing Times
Orders are typically processed and packed within 2–4 business days after payment has been successfully received.
During product launches, promotional campaigns, public holidays, peak shopping periods, or unforeseen operational disruptions, processing times may be extended. If significant delays occur, customers will be notified where reasonably practicable.
Business days refer to Monday through Friday and exclude weekends and public holidays in Singapore.
Currency & Pricing
The Website may display prices, shipping fees and order totals in currencies other than Singapore Dollars based on a visitor's location, browser settings or other localisation features.
Exchange rates are provided for convenience only and may be updated periodically. The currency and amount displayed at checkout at the time payment is authorised shall constitute the final purchase price payable by the customer.
Eligibility for shipping promotions, including free shipping thresholds, shall be determined by The Ordinary based on the equivalent value of the order at the time of purchase.
Delivery Estimates
Shipping fees and available delivery methods are displayed at checkout based on the destination country and order value.
Estimated delivery timelines are provided below:
Singapore
| Shipping Method | Estimated Delivery Time |
|---|---|
| Standard Shipping | 2–5 business days |
| Express Shipping | 1–2 business days |
All Singapore orders include tracking.
Malaysia & Brunei
| Shipping Method | Estimated Delivery Time |
| Standard International Shipping | 5–14 business days |
All Malaysia & Brunei orders include tracking.
International Destinations
| Shipping Method | Estimated Delivery Time |
| Standard International Shipping | 10–28 business days |
Delivery times vary depending on destination country, customs processing and local postal services.
Applicable shipping fees and any free shipping promotions will be displayed at checkout before payment is completed.
Tracking Information
Where tracking is available, tracking details will be provided by email once your order has been dispatched.
Please note that tracking updates are controlled by the shipping carrier and may not update immediately after dispatch.
Delivery Delays
Estimated delivery times are provided as a guide only and are not guaranteed.
The Ordinary shall not be liable for delays caused by:
- Customs inspections or clearance procedures;
- Postal or courier disruptions;
- Severe weather events;
- Industrial actions or strikes;
- Government restrictions;
- Incorrect delivery information provided by the customer; or
- Events beyond our reasonable control.
Risk of Loss
Risk of loss and responsibility for the shipment passes to the customer upon delivery of the order to the applicable shipping carrier.
While The Ordinary will reasonably assist customers in locating delayed or missing shipments, we are not responsible for delays, loss or damage occurring after the parcel has been transferred to the carrier, except where required by applicable law.
Incorrect Shipping Addresses
Customers are responsible for ensuring that all shipping information is accurate and complete at checkout.
If an incorrect or incomplete address is provided and a parcel is returned to us, the customer may be required to pay additional shipping charges before the parcel can be re-dispatched.
Once an order has been dispatched, we may not be able to amend the delivery address.
Failed Deliveries and Unclaimed Parcels
Where delivery attempts are unsuccessful or a parcel remains unclaimed and is subsequently returned to us, additional shipping charges may apply for re-delivery.
Refunds will not be issued for shipping charges incurred due to failed delivery attempts, refusal of delivery or unclaimed parcels.
Preorders
Where an order contains both in-stock and preorder items, the entire order will generally be shipped together once all items become available.
Estimated preorder arrival dates are provided for guidance only and may change due to manufacturing, freight, customs clearance, supplier-related delays or circumstances outside our reasonable control.
Customers wishing to receive in-stock items earlier should indicate to send their in-stock orders first provided in the drop down menus on the preorder's product page when checking out.
Lost Parcels
If a parcel appears lost in transit, customers should contact us within 30 days of the shipment date.
We will work with the relevant shipping provider to investigate the shipment. Resolution timelines depend on the carrier's investigation process.
The Ordinary reserves the right, at its sole discretion, to determine whether a replacement shipment, store credit or other remedy is appropriate following completion of the carrier investigation.
Customs Duties, Taxes and Import Charges
For international orders, customs duties, import taxes, VAT, GST, brokerage fees and other charges imposed by the destination country are the responsibility of the recipient.
Such charges are determined by local authorities and are outside the control of The Ordinary.
Failure to pay applicable customs charges may result in the parcel being returned, destroyed or abandoned by the carrier or customs authority. Any associated costs incurred by The Ordinary may be deducted from any refund where permitted by applicable law.
Contact Us
For questions relating to shipping, delivery or tracking, please contact:
The Ordinary will endeavour to respond to all enquiries within a reasonable timeframe.