Customer Care

Expert advice articles

How to determine your skin type
What is acne?
How to exfoliate skin (and why it's so important)
How to take care of skin during the winter
Removing blackheads step-by-step
What strength retinol should I use?
 

Order information

Shipping costs
Delivery period
30 day money-back guarantee
 

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customer care team

Contact information

Customer care will be unavailable on Monday, 22 April due to the Easter holiday. Please bear with us a bit longer to answer all of your emails.

telefoon + 44 (0) 203 608 9813

telefoonMonday - Friday: 8:00 - 17:00

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Frequently asked questions

How do I determine my skin type?

Take our test! Follow these simple steps to determine which skin type you have:

  • 1. Wash your face with a gentle cleanser and wait 15-30 minutes.
  • 2. Don’t apply any products during this time.
  • 3. Determine your skin type based on your skin’s natural characteristics.

Normal: no dryness, flakiness or oiliness—just normal
Dry: tight, dehydrated, flaky, dull
Oily: shiny, excess sebum all over
Combination: usually an oily T-zone and normal/dry everywhere else

Do I need an essential routine or advanced routine?

If you’re new to Paula’s Choice products, you want to spend as little time as possible on your routine or you don’t have any major skin issues, then you might consider starting out with the basics.

To keep skin in good, healthy condition, every essential routine should include the following products:

  • Step 1: Cleanser
  • Step 2: Exfoliant
  • Step 3 (AM): Daytime moisturizer with SPF
  • Step 3 (PM): Nighttime moisturizer

To address more complex concerns spanning from wrinkles, sun damage, breakouts or blackheads, an advanced routine may be best to boost results or target stubborn areas. Check out how to personalize your skin care routine or just ask our customer care team!

What is the best routine for my skin?

Gentle skin care products that don’t contain any harsh, irritating ingredients are a necessity. This is why you won’t find any added fragrances, colorants or essential oils in our products. Paula’s Choice only uses ingredients in which independent, scientific research has shown the ingredients we use to be beneficial and non-irritating to the skin.

Need help finding which products would be most suitable for your skin? Provide our skin care experts with the following information to help them create a tailor-made recommendation for you:

  1. What is your skin type (normal to dry, very dry, oily or combination)?
  2. Do you have any skin concerns, such as blackheads, enlarged pores, breakouts, wrinkles, uneven skin tone or dark spots?
  3. Do you have sensitive skin or certain skin conditions, such as eczema or rosacea?
  4. Are you looking for a basic routine or advanced routine?
  5. Do you have any preference regarding texture (lightweight or creamy)?

When will my order be dispatched?

Order before 4:30PM, Monday through Friday, and your order will be shipped the same day! If you place an order over the weekend, this will be shipped the following Monday.

Your order will then be delivered to you within 2-3 days (not including Sundays and bank holidays) via Royal Mail.

I have not received my order yet, where is it?

Once your order has been shipped, you will receive a shipping notification email containing a Royal Mail Track & Trace code that you can use to follow your order. Click on the tracking link and you can see the latest status of your package, but please allow up to 24 hours for your Track & Trace code to become active once you receive it.

If your package exceeds the indicative delivery time or you feel there’s an issue with your shipment, please get in touch with our customer care team! We can only open an investigation with the courier within 2 weeks of the original delivery date.


Why isn't my order showing up in my account?

If you place an order using our guest checkout option, even if you subsequently make an account with us or have a registered account, your order will unfortunately not show up under your account order history.

For future orders, it would be best to first log into your account before placing an order. That way, your order will be listed in your account.


How can I get a discount?

You can take a look at our Discount Codes page for all of our current promotional offers. If you want to stay up-to-date on our upcoming promotions, products or latest advice, then sign up for our newsletter!

How can I return a product?

If you’re unsatisfied with any Paula’s Choice products, for any reason, we will happily refund the purchase price of the product(s) returned back to us within 30 days of your purchase date.

Before returning a product, please inform our customer care team to make this request and they will provide you with more detailed instructions. Please refer to our Returns page for more information.


Why are some Paula's Choice products available in America, but not in the UK?

Some products are unavailable due to EU cosmetic regulations with certain ingredients or substances. Additionally, certain products considered to be cosmetics in the US are considered to be (over the counter) drugs in the EU. It could also be the case that certain products were simply discontinued.

When will an out-of-stock product become available again?

Unfortunately, due to high demand or stock issues, a product might go out of stock. It’s always difficult for us to determine an exact indication of when we will receive additional stock, but our website is updated regularly and you will be able to see the product listed as soon as it becomes available again.

In the meantime, if you would like advice for an alternative product, please reach out to our customer care team for help!

Can I buy your products in a store?

Paula’s Choice products are available for online purchase via our website, as well as a select assortment in-store at Selfridges in London and Manchester Trafford!

 

Current Topics

When do I need to apply an SPF?

Each and every morning, rain or shine, as the last step in your routine! All of our daytime moisturisers with SPF effectively protect against UVA and UVB rays. They’re just as effective as your standard sunscreen, but then with the additional skin-beneficial antioxidants.

How should I apply an SPF moisturiser?

Liberally! It’s interesting to know that most people don’t apply an adequate amount for full sun protection. If this sounds familiar to you, then be sure to be generous with application and consider applying an antioxidant-rich serum beforehand (antioxidants neutralize free radical damage caused by sun exposure).

Which of your daytime moisturisers are right for my skin?

This depends on your skin type and concerns! Here’s some quick advice:

  • Very dry skin + sensitivity → Skin Recovery SPF30
  • Dry skin + uneven skin tone → Resist Skin Restoring SPF50
  • Normal skin + dullness → Defense SPF30
  • Combination skin + rosacea-prone → Calm Non-Greasy SPF30
  • Oily skin + breakouts → Clear Ultra-Light SPF30

If your skin type/concerns aren’t mentioned above, then please contact us for a personalised recommendation or use our routine finder!

How long does my SPF work?

The SPF amount (Sun Protection Factor) indicates approximately how long you can stay in the sun before getting burnt by UVB rays.

Sunscreens are broken down by the effects of direct exposure to daylight, not by the passage of time. During an average day – a work day, let’s say – the sunscreen you applied in the morning will still offer enough protection at the end of the day. But if you spend the main part of your day outside, then we do recommend that you reapply your sunscreen every two hours, especially if you perspire a lot or go swimming.

What is the difference between a mineral and synthetic sunscreen?

Mineral sunscreens include titanium dioxide or zinc oxide and have a natural origin. They work by absorbing into the very surface layers of skin and deflecting or scattering the sun’s harmful rays. They work immediately on the skin after application, so you can head right outside after applying! Products with a mineral sunscreen are recommended for sensitive skin due to their mild nature.

Synthetic sunscreens, such as homosalate or avobenzone, absorb the UV radiation in your skin. These sunscreens are most efficacious once absorbed into the skin, so it's wise to apply them at least 20 minutes before going outside. Often products with a synthetic sunscreen have a lightweight texture, making them suitable for combination to oily skin that is prone to breakouts.

Can I mix any product with my SPF moisturiser?

No, this is inadvisable and doing so may reduce the sunscreen’s efficacy, giving you less protection in the end. It’s best to layer your skincare products before applying your SPF moisturiser.

Can I apply a foundation without SPF on top of my SPF moisturiser?

Yes, absolutely! Skincare is designed to be absorbed into skin’s uppermost layers, so give your SPF product time to settle in. Make-up remains on the skin’s surface, so apply your foundation carefully to prevent your sunscreen from becoming diluted, reducing its effectiveness.

If you don’t want to wait, or are concerned that you have reduced your sun protection, choose a foundation or tinted day cream with an SPF of at least 30.

What's the difference between the Resist Omega+ Complex Serum and the new Omega+ Complex Moisturizer?

The main difference is texture: the moisturiser has a whipped cream texture and the serum has a lightweight lotion texture.

They contain the same key superfood Omega Complex, but the moisturiser has amino acids, some plant oils, and antioxidants not found in the serum. Meanwhile, the serum contains vitamins C and E, a higher amount of glycerin, and the addition of plum oil.

Layer them for beautiful results!

What does the 10% Azelaic Acid Booster do?

This multi-action treatment combines potent azelaic acid, salicylic acid, and plant extracts to visibly fade brown spots, reduce breakouts, and diminish post-breakout marks. It’s a perfect alternative if you’re sensitive to benzoyl peroxide and is even suitable for rosacea-prone skin.

What’s the difference between the Clinical Ceramide-Enriched Moisturizer and Clinical Eye Cream?

The eye cream has a rich texture and contains slightly less retinol and vitamin C making it perfectly designed for use around the delicate eye area. It also contains two peptides not found in the Clinical Ceramide-Enriched Moisturizer to stimulate collagen production, reduce puffiness, and firm the under eyes.

My skin gets drier in the winter, what can I do?

There are many ways to combat skin that’s affected by the cold, wintry months. You may think this calls for switching out your whole routine for products suited for dry skin, but a major overhaul isn’t necessary. Try instead to enrich your routine with a few key nourishing products.

You can find more information about which products fit your needs here: The Best Way to Take Care of Skin During Winter

Do I need to apply an SPF in the winter?

The short answer: YES!

Applying an SPF (at a minimum SPF30) daily is one of the most important steps in your skincare routine, rain or shine. Even during the winter months, the sun’s UV rays are still present and will have a negative effect on your skin.