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?
 

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Shipping costs
Delivery period
30 day money-back guarantee
 

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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 8PM, 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 to 5 days (not including Sundays and bank holidays) via DHL.

If the shipment can fit through a standard letterbox opening (samples, travel sizes, and even some full size products), delivery is via Deutsche Post and may take up to 5 to 7 workdays to arrive.

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 DHL 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 to 48 hours for your Track & Trace code to become active once you receive it.

Orders shipped via Deutsche Post do not have tracking.

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

Do I need a booster?

If you already have your skincare routine down and are looking for a powerhouse product to target a specific skin concern, that’s where our boosters come in.

You can find which booster matches your skin’s needs on our Beginner’s Guide to Boosters.

What’s the difference between a booster and serum?

Boosters contain a high concentration of one crucial ingredient for your skin, plus a combination of other active ingredients (because no matter how good it may be, one ingredient is never enough). Scientific research has shown that higher concentrations of these ingredients ensure better results in case of persistent skin problems.

Serums contain a blend of powerful antioxidants and skin-supporting ingredients that renew and restore your skin. Our serums are formulated in different textures to cater to every skin type. If you have normal, oily or combined skin, opt for a serum with a lightweight texture. For dry and sensitive skin, a serum with a rich, soothing formula is a good choice.

Where do boosters fit into your routine?

Always start with a cleanser, toner, AHA or BHA exfoliant, then follow-up with the rest of your skincare products, applying them in order from thinnest to thickest texture. During the day, finish your routine with a broad-spectrum sunscreen (SPF30 or greater).

How do you apply a booster?

Our boosters can be used once or twice daily, or as-needed for when your skin needs a boost. You can also use them around the eyes, mix them with a serum or moisturizer, or use alone. Try to experiment to find what works best for your skin!

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.