To adhere to recommended social distancing we are working with reduced capacity at our sorting hub as keeping our staff safe is our priority. Due to this we are currently aiming to process all orders within 1-3 days.
We now advise all of our customers to allow up to 35 working days to receive delivery of your order if it falls outside our standard delivery window (12-25 working days).
Please be aware due to restricted flight capacity and delays in customs, some orders are taking longer than normal to deliver. We thank you for your understanding during this difficult time.
At Ordinary Skincare, the health, safety and well being of our customers and staff are our utmost priorities during this unprecedented time for everyone.
- We are following all of the Malaysian Government and the World Health Organisation guidelines to support all of our teams.
- All our staff who can work from home are currently doing so and our sorting hub team are complying with the recommended ‘social distancing’ advice from the Malaysian Government & WHO as well as increased precautions to our rigorous procedures.
- According to WHO the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low.
To comply with Malaysian Government and WHO advice on social distancing, we have limited the number of staff in our warehouse. We’ve recently seen a massive increase in the demand for our products but we are consciously restricting the number staff to ensure we maintain the high levels of safety and protection we have for our staff. This means that there are delays in processing orders of up to 4 days. Don’t worry, we are working hard to get all orders dispatched as quickly as possible according to our regular shipping policy. Please keep checking your tracking for updates.
We are still operating to our normal delivery schedule, however please be aware that due to COVID-19, transport capacity has been reduced which may lead to some delays with orders. We now advise all of our customers to allow up to 35 working days to receive delivery of your order if it falls outside of the delivery window, please keep checking your order status for updates. If you have not received your parcel after this point please contact Customer Service. We thank you for your continued patience during this time. To help protect against the spread of the virus, most postal services and couriers will be delivering parcels to a safe location at the property, as a preference.
Are you still accepting and delivering new orders?
We’re accepting and delivering orders as usual, however, due to flight restrictions, there might be delays in processing and delivering your order.
We are currently aiming to process all orders within 48hrs.
How long is it taking for orders to be fulfilled?
To comply with the Malaysian Government and WHO advice on social distancing, we have limited the number of staff in our warehouse. We’ve recently seen a massive increase in the demand for our products but we are consciously restricting the number staff to ensure we maintain the high levels of safety and protection we have for our staff. This means that there are delays in processing orders of up to 2 to 4 days for some of our services. Don’t worry we are working hard to get all orders dispatched as quickly as possible. Please keep checking your tracking for updates.
How can I contact Customer Services?
Customer Service will still be operating remotely to answer any of your queries on all our usual channels (Facebook Messenger, online support form and email). It’s a little busy at the moment so please bear with us.
Deliveries
Should I expect delivery delays?
There may be delivery delays. All couriers are now operating a contact free delivery service to help reduce the spread of the virus. All parcels will be left in safe location at your property, where possible.
I had to relocate because of the pandemic. Can I change my delivery address?
There is a limited time where we may be able to amend your address before your order is dispatched. If your order status is still “In Transit from the UK”, simply reach out to our customer services team with your order number and new address and they will look into this for you.
