The Ordinary Multi-Peptide + HA Serum

Ordering FAQs:

Do you have a physical shop that can be visited?

We operate as an online store. However, if you prefer to click and collect from our warehouse, please verify with customer service before selecting the click and collect option.

Can an order that is already confirmed be changed?

Yes, please contact customer service to check if the order has been dispatched and to make any necessary changes.

How do I enter my voucher code?

You can enter your special voucher code at checkout. If you are confirming your order via Facebook or Instagram, mention your voucher code during order confirmation.

I forgot to enter my voucher code. Can I add it later?

The most convenient way to add a voucher code is during checkout. However, if you missed it, you can communicate the voucher code to our customer service team via phone, Facebook, or Instagram by mentioning your order number.

I’m having trouble placing an order – can you help?

We’d be happy to assist you. Please contact us via our hotline at 0775789828 or message us via Facebook/Instagram messenger to place your order.

Is it possible to get my product gift-wrapped?

We are working on a system to offer gift-wrapping, but it is not yet in place. We will notify you as soon as it is available.

When will an item be back in stock?

Our customer service team can assist you with stock availability inquiries. Please contact our hotline or message us via our social media channels.

Why do I need to give my personal details when I register?

Your personal information is recorded solely for contacting you for delivery purposes and order requirements.

Can I place an order over the phone or via social media?

Yes, you can. Please provide your name, email address, delivery address, contact number, and the product you require. We will confirm your order via email.

My Order FAQs:

When will my order be dispatched?

Once your order is placed, all items will be dispatched within one working day.

How can I cancel or amend my order?

Please contact us immediately if you wish to cancel or amend your order, as orders made through Libertystore.lk are dispatched on the following working day.

How can I change the delivery address of my order?

You can change your delivery address by logging into your account. Each customer can store two addresses for delivery in the Address Book under My Account.

Why has my order been cancelled?

Your order may be cancelled if the product is out of stock or if the credit details you provided are invalid. We will notify you immediately if your order is cancelled and reimburse you.
I have been charged for a product that has not been delivered.

If you have been charged for an order that was not delivered, please contact us immediately for a reimbursement.

Why haven’t I received my order?

Deliveries may incur slight delays due to various reasons. Libertystore.lk will only entertain complaints for lost items after eight working days from the dispatch date.

My order has arrived damaged.

Please contact us if your order arrives damaged. We take extra care to ensure products reach you in the best condition, but some fragile items may incur damage during delivery.

I have received the wrong item.

If you receive a different product instead of your order, please contact us immediately. We will provide you with the correct item.

My Account Registration FAQs:

Why do I need to sign in?

Signing in helps us remember your details for future transactions, track your order status, and access your purchase history. You can also store products in your basket or wish list for future purchases and access exclusive promotions.

I have forgotten my password.

Click the “Forgotten My Password” link, insert your email address, and we will send you a link to create a new password.

How can I change my account details?

Log in to your account and click on My Account to access the account page. Use the Account Information link to change your password and the Address Book link to edit your contact details and address.

Why should I save my payment details?

Saving your payment details makes checkout easier, as you won’t need to re-enter them every time you shop at Libertystore.lk.

Delivery FAQs:

Where do you deliver from?

We deliver from our warehouse in Galle.

What are your delivery services?

We use our own delivery service around Colombo and suburbs and partner with Koombiyo for island-wide delivery.

Do you offer free delivery?

Free delivery is being planned, and we will announce it as soon as it’s ready.

What are the delivery charges?

The island-wide flat rate is Rs.300/-.

How do I track my order or find out what is happening with the order?

At dispatch, we will send you an email with a tracking number and a tracking website for your convenience.

What should I do if my order does not arrive on the expected date?

Please contact our customer service team via phone or social media channels.
I have not received the complete order.

If any items are missing, please contact our customer service team for assistance.

What do I do if I receive a faulty item?

Contact our customer service team to reimburse the faulty product or provide you with a new one.

What do I do if I receive an incorrect item?

Please contact our customer service team, and they will assist you with receiving the correct product.

Is cash on delivery available?

Yes, cash on delivery is available for your convenience.

Return and Refunds FAQs:

What is your return procedure?

You can initiate returns within 3 days of receiving your order. Returns or refunds are accepted only for damaged products (e.g., leaking product, damaged cap/lid) or incorrect items dispatched due to our error. Items with damaged packaging or changes in preference post-order placement are not eligible for returns. Returned items must be unopened, unused, and in their original state. Refunds for Koko and Mintpay orders will be processed within 6-10 working days, while other orders will be refunded within 6 working days. Please contact us with your details and the original invoice.

What if I no longer need the product I ordered?

You can return the item within 7 days of dispatch with original packaging and sealing intact for a refund or exchange. Please specify your reasons for the return and whether you prefer an exchange or refund. Contact us for further information.

How long does it take for a refund to process?

Refunds or exchanges may take a few days to process after the initial product is returned.

How will my refund be processed?

Card payments will be refunded to the same card used during purchase. Cash on delivery payments will be transferred to your bank account after you provide your bank details.

Pre-Order Information:

For pre-orders, delivery will take 10 to 20 working days, and full payment is required when placing your order. You can choose from Mintpay or Koko payment gateways for a seamless and secure payment process. All prices are inclusive of duty, taxes, and shipping charges to Sri Lanka.