Across these reviews, DECIEM’s products frequently receive praise for efficacy, ingredient transparency and accessible pricing. However, a substantial portion of reviewers report recurring issues with shipping, damaged or missing parcels, and limited or slow customer support. Some individual cases were resolved with apologies or vouchers, showing occasional successful follow-up. If you prioritise reliable delivery and responsive after-sales service, consider purchasing via established third-party retailers or buying in-store where available; if product formulation and value are your main criteria, reviewers often recommend DECIEM’s brands.
Examples from available reviews (Apr 2021 – Feb 2026).
Knowledgeable staff recommended high-quality, effective, and ethical skincare products.
“the quality of the products themselves was exceptional.”
Courier marked order delivered but Deciem didn't help or refund.
“Leaving me without the products I ordered and out $57.”
Products arrive quickly, are well packaged, and perform well.
“I love their products.”
Company initially provided poor service but later apologised and offered compensation.
“offering to rectify everything. Even a discount voucher too.”
Most reviewers report poor or unreachable customer support: delayed replies, unhelpful or rude staff, and unresolved order problems; a minority note helpful in-store or phone assistance.
Reviewers commonly describe products as affordable and effective for the price, though a few raise issues about promotions or missing gift-with-purchase offers.
Many customers report delivery and ordering issues: long transit times, damaged parcels, mis-deliveries and difficulty cancelling or modifying orders; some report smooth experiences.
Products are frequently praised for effectiveness and recyclable packaging, but a notable minority report damaged items, half-full bottles or products arriving in poor condition.
Numerous reviews describe non-functioning contact forms, no-reply emails and slow responses; a small number report apologetic follow-ups and compensation offers.
Several loyal customers report consistently good product experiences; however many reviewers report negative overall experiences due to delivery and support failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (32) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
International parcel tracking stopped and customer support refused help after policy deadline.
“the package was never delivered.”
Company refused to honour a promotion and allegedly used deceptive pricing.
“Pure deceptive marketing.”
Couldn't complete order due to website issues and promotion not honoured.
“Pure deceptive marketing.”
Some products ineffective or sticky, while basic creams perform well.
“some of them simply don't work”
Reviewer believes quality diluted and prices increased after acquisition.
“Terrible and unethical business.”
Order failed to deliver, refund delayed, and customer support was unhelpful.
“Did they deliver? No.”
Received the wrong order and Deciem has not resolved the mistake.
“it wasn’t mine but that unknown person’s order”
Order delayed over 19 days and customer enquiries unanswered.
“so we can't get any help concerning shipping!!”
Purchase cancelled, then charged again and service was poor and untrustworthy.
“Very unethical company”
Returned products per policy but one refund was delayed then corrected.
“Deciem team contacted me, corrected the mistake, and refunded the outstanding amount.”
Always had good results; orders arrive quickly and prices are good.
“The orders arrive quickly.”
Products arrived damaged and customer services were unavailable to assist.
“the bottle of hyaluronic acid I ordered was completely empty.”
No shipping details and support claimed account wasn't created.
“3 days later no shipping details”
Delivery often takes over 10 days and customer support is poor.
“take over 10 days for order delivery”
Customer service unresponsive after product arrived half full.
“Non existent customer service.”
Couldn't contact customer service after receiving odd-looking product.
“this service is currently unavailable, please try again later”
Contact form fails and only no-reply emails received after damaged return.
“all the emails received are no reply only.”
Courier marked order delivered but Deciem didn't help or refund.
“Leaving me without the products I ordered and out $57.”
Poor online delivery system and unsympathetic customer service.
“So not gonna shop online again.”
In-store staff ignored the reviewer and were rude and unhelpful.
“Zero service.”
Products arrive quickly, are well packaged, and perform well.
“I love their products.”
Company initially provided poor service but later apologised and offered compensation.
“offering to rectify everything. Even a discount voucher too.”
Terrible customer service and failure to ship ordered items.
“Do not trust this company”
Products excellent but delivery was slow due to courier, customer service helpful.
“Customer service couldn't have been more helpful”
Longtime fan but customer service is non-existent and disappointing.
“their customer service is non-existent.”
Could not cancel or modify order and received poor customer service.
“they could not cancel it.”
Trusted brand offering straightforward product names, affordability, and consistent quality.
“One of my most trusted Skincare and Cosmetics brand.”
Backorder during sale and poor customer service disappointed loyal customer.
“They could have done the right thing and give me the sales price”
Customer service refused to honour a same-day gift promotion, causing disappointment.
“they would not provide the gift with this purchase.”
Parcel marked delivered but reviewer had to collect it at a distant shop.
“Cost me £15 return taxi to collect it.”
Loyal customer pleased that a beloved product was restored and delivered quickly.
“my packages always arrive fast and in good condition”
Ordering was very easy and delivery arrived on time.
“very easy to order”
Products good but package arrived damaged and delivery poor.
“package completely destroyed”
Order placed on 25 November has not been shipped yet.
“my order was placed on the 25th of November and it has not shipped yet.”
Charged for an order that was never sent and only bot responses received.
“This is fraud.”
Placed an order seven days ago and still waiting for delivery.
“I will use Amazon from now on.”
Orders to Macau repeatedly get cancelled and customer service offers no solution.
“a simple 'No, we cannot ship to Macau' would suffice.”
I recently had the opportunity to try out DECIEM's products, and I must say, I am extremely impressed. From their science-backed skincare formulations to their vast collection of vegan and cruelty-free beauty products, it is clear that they are truly The Abnormal Beauty Company.
What stood out most during my customer experience was the level of knowledge exhibited by the DECIEM team. They were able to answer all of my questions in great detail while also recommending specific products tailored to my individual needs. It was evident that they were committed to ensuring their customers were well-informed before making any purchases.
In addition, the quality of the products themselves was exceptional. Not only did they live up to their promises but also exceeded them, leaving me with noticeably brighter and healthier-looking skin after just a few uses.
Overall, if you're searching for innovative beauty products that are both effective and ethically conscious, look no further than DECIEM. Their knowledgeable staff and high-quality offerings make this company truly unique in today's market.
Defective foundation bottle sprayed and company refused meaningful compensation.
“I was offered a paltry 15% discount on their site”
Delivery marked delivered but company initially offered no help, later refunded.
“They didn’t help me much when I didn’t receive the delivery which marked as delivered.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
DECIEM, also known as The Abnormal Beauty Company, is a skincare and cosmetics group best known for ingredient-led, science-focused brands such as The Ordinary and NIOD. The company sells directly through its own websites and physical stores as well as via third-party retailers, emphasising transparency about ingredients and accessible price points. DECIEM’s brands frequently appear in discussions about affordable actives, recyclable packaging and minimalist product labelling. For consumers researching reviews, focus on product formulations, shipping policies and customer-service options when comparing purchase channels.