Simple and to the point! I have been using the Ordinary Company for a few years now. I appreciate that I have a resource for simple, basic ingredients I can use on my skin... no frills, no extra che... See more
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Review summary
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Easy online shopping, totally amazing product and quick shipping. Packaging is lovely, comes in branded tissue isomer and boxed securely. The Hyaluronic acid + B5 is absolutely fantastic. After 6-12 m... See more
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It's so easy to order from The Ordinary and the products have done wonders for my skin. I usually only use squalene cleanser in the colder months but it is excellent for the dry Canadian winters. The... See more
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I've used a lot of other skincare products/companies. But honestly nothing compares to The Ordinary. Website is super easy to use, giving you all the information and more on each product, they helped... See more
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Company details
Written by the company
Clinical Formulations with Integrity.
Contact info
United Kingdom
- theordinary.com
3.9
Great
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 85% of negative reviews
Typically replies within 1 week
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Don’t like the smell of the oil
I’ve used The Ordinary quite a bit. Have you counted the formulation of the oil? It smells of vegetable oil or even roast chicken!?
Good results but definitely odour I’ve noticed before :/
The other annoyance is I must have had 50 automated emails about the delivery - really began to bug me
August 4, 2026
Reply from The Ordinary
Hi Matthew,
Thanks for sharing this! We’re glad to hear you’ve had good results with The Ordinary, although the scent of the oil clearly hasn’t been a favourite. We appreciate you calling this out and sharing your honest feedback on the formula.
We’re also sorry about the sheer number of delivery emails you received. A technical issue caused repeated shipping notifications to be sent, and we know receiving that many messages can quickly become a nuisance.
We really appreciate you taking the time to share both sides of your experience with us.
- Customer Happiness <3
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Reply from The Ordinary
Hi there,
Thank you for your feedback! We're so happy to hear that your delivery went smoothly!
We really appreciate you taking the time to share your experience with us. <3
- Customer Happiness
Great products, very reasonably priced.
I love your products and find them very reasonably priced. Unfortunately I must cancel my subscriptions but find your website a bit confusing, I followed the instructions, got to my account but there were no subscriptions listed.
It may be that I purchased as a “guest”; I don’t remember.
August 18, 2026
Reply from The Ordinary
Hi there,
Thank you for taking the time to share your experience, and we are very sorry for the trouble you experienced managing your subscription.
Our Service team will be happy to help with your query via email, phone, social direct message, or chat when it's available. You can reach us via our Contact Page: theordinary.com/contact.
We hope to hear from you soon!
- Customer Happiness
Fantastic and affordable products
Fantastic and affordable products, prompt delivery. A+++
August 10, 2026
Reply from The Ordinary
Hi there,
We're so happy to hear that you are enjoying our products!
Thank you so much for the kind words and love! <3
- Customer Happiness
It works for me
It works for me. I bought glycolic acid, arbutin, niacinamide and caffeine. It all worked for me, it worked for my hyperpigmentation/dark circles. I have re-order from Amazon. Thank you THE ORDINARY
August 3, 2026
Reply from The Ordinary
Hi there,
We’re so happy to hear you’ve seen such positive results! It’s wonderful to know you’ve noticed an improvement in the areas you were looking to address, and that you’ve found a routine that works well for you.
Thank you for sharing your experience <3
- Customer Happiness
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Only brand I trust to be transparent
August 4, 2026
Reply from The Ordinary
Hi there,
Thanks so much for the kind words! We’re really glad to know you value the transparency behind The Ordinary and feel confident in our approach. We truly appreciate your trust and support! <3
- Customer Happiness
Reply from The Ordinary
Hi there!
We are so happy to hear that you are enjoying your product.
Thank you for sharing your feedback. <3
- Customer Happiness
Reply from The Ordinary
Hi there,
We're so happy to hear that you are enjoying our products!
Thank you so much for the kind words and love! <3
- Customer Happiness
I love these products!
August 11, 2026
Reply from The Ordinary
Hi there,
We’re so glad to hear you’re loving our products!
Thank you for sharing. <3
- Customer Happiness
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I received my packages on time..Upon…
I received my packages on time..Upon using ,I can see noticeable changes that are impressive about my face.I completely recommend their cleanser,sunscreen and azelaic acid
August 4, 2026
Reply from The Ordinary
Hi there,
Thanks so much for sharing your experience! We’re thrilled to hear your products arrived on time and that you’re already seeing such noticeable results.
It’s wonderful to hear that you’re enjoying your products, and we really appreciate you recommending them to others. We hope you continue to love your routine! <3
- Customer Happiness
Reply from The Ordinary
Hi there,
We’re so glad to hear you’re loving our products!
Thank you for sharing. <3
- Customer Happiness
Reply from The Ordinary
Hi there,
We’re so glad to hear you’re loving our products!
Thank you for sharing. <3
- Customer Happiness
Problem with the bottle
The content of conditioner is good, but the bottle is very hard and square, made it difficult to squeeze out and use them all. Considered the thickness of the product, suggested to change the bottle design or switch to tube!
August 10, 2026
Reply from The Ordinary
Hi there,
Thanks for sharing your feedback!
We’re glad to hear you’re enjoying the Behentrimonium Chloride 2% Conditioner itself, and we really appreciate the feedback on the packaging. We’ll be sure to pass your suggestion about a tube or different bottle design along to our team.
Thanks for taking the time to share such a helpful suggestion!
- Customer Happiness <3
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Ordering from the website was fast and easy…
Ordering from the website was straightforward - checkout was easy as well. I like getting notification regarding the status of my order. Weirdly though, I received excessive repeat emails all on the same day, and again a few days later. A week or so after I received my order, I got more emails telling me it was on the way, as if your system generated updates had become stuck on repeat.
August 4, 2026
Reply from The Ordinary
Hi there,
Thanks for taking the time to share your experience. We’re glad to hear that your shopping experience was easy!
We’re sorry about the repeated delivery emails you received. This was caused by a technical issue on our end, which has now been resolved. We understand how frustrating it must have been to receive so many notifications.
We apologise for the inconvenience, and thank you for your understanding.
-Customer Happiness
Delivery and product is great
Delivery and product is great. I believe there was a system glitch that sent me dozens of messages telling me my package was on the way, even after it had been delivered. Which made me have to check that I wasn’t being billed multiple times.
August 4, 2026
Reply from The Ordinary
Hi there,
Thank you for taking the time to share your feedback.
We're so sorry to hear that you received duplicate emails. This is certainly not the experience we want you to have, and we understand how frustrating this may be.
We were made aware of a technical glitch that was promptly raised to our technical team, who worked towards a resolution as a matter of priority.
We appreciate your kind patience and understanding while this was resolved <3
- Customer Happiness
First time Ordinary user
So far, the product is good. No breakouts or other issues. It is easy to use and feels wonderful on the skin.
August 4, 2026
Reply from The Ordinary
Hi there,
We're so happy to hear that you are enjoying our products!
Thank you so much for the kind words and love! <3
- Customer Happiness
Reply from The Ordinary
Hi there!
We are so happy to hear that you are enjoying our products.
Thank you for sharing your kind words. <3
- Customer Happiness
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The Ordinary products are amazing and…
The Ordinary products are amazing and their customer service is very helpful with combining products and answering questions. I love how affordable it is and they work!! Delivery is quick and well packaged for shipping.
August 4, 2026
Reply from The Ordinary
Hi Denise,
Thanks so much for the lovely review! <3
We’re so happy to hear you’re enjoying the products and finding them effective, affordable, and easy to incorporate into your routine.
We really appreciate you sharing your experience, and we’re glad your orders have been arriving quickly and safely too!
- Customer Happiness <3
Horrible experience.
Horrible experience.. extra charges after shipping which were not mentioned before. cost way more ordering online than in the store
August 4, 2026
Reply from The Ordinary
Hi there,
We completely understand how frustrating unexpected customs and duty charges can be.
DECIEM offers a duty-paid service for most of our EU customers. However, for certain European countries that are not part of the European Union (EU) (such as Norway), you may be charged additional handling, import, or customs fees as your order passes through your country's customs office. These are not extra shipping charges, so unfortunately we cannot reflect these fees in our pricing.
The VAT paid at the time of checkout covers only domestic sales tax and does not include any import or customs fees. Any additional charges are determined by the destination country's customs authorities and may be dependent on the value of the order.
- Customer Happiness
Why spent a ton on skin care
Why spent a ton on skin care! The Ordinary has all you need at amazing prices. Being a Canadian company makes it a no brainer. I do my best to support Canadian companies, and now more so than ever. Fast delivery and responsive associates that are there to help with your questions and concerns.
August 4, 2026
Reply from The Ordinary
Hi there,
Thank you so much for your kind words! 🥰 We’re so happy to hear you’re loving The Ordinary and our commitment to accessible skincare.
We’re also glad to hear you’ve had a great experience with our team and delivery. Thanks again for taking the time to share your experience with us! 💕
- Customer Happiness
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