Customer Care

Expert advice articles

How To Determine Your Skin Type
What Is Acne?
How To Exfoliate Skin (And Why It's So Important)
Antioxidants: The Sunscreen Sidekick Your Skin Needs
Removing Blackheads Step-By-Step
What Strength Retinol Should I Use?

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customer care team

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telefoon + 44 (0) 203 608 9813

telefoonMonday - Friday: 8 am - 5 pm


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!


Current Topics


How is the Water-Infusing Electrolyte Moisturizer different than our other moisturisers?

The primary differences are the electrolytes (key to balancing dehydrated skin) and the unique sensorial experience it offers. On application, this hydrating lotion transforms into a liquid burst of hydration for all skin type types. As with all Paula's Choice moisturisers, this formula includes other beneficial ingredients including ceramides, algae and pollution-neutralizing antioxidants.

How is the Super Hydrate Overnight Mask different from our other masks?

While we do offer other masks for dehydrated, dry skin, the Super Hydrate Overnight Mask was specifically developed with dryness, redness, inflammation and sensitivity in mind. It combines a unique blend of Nordic plant extracts, a distinctive calming peptide along with other beneficial plant extracts that immediately calm, soothe and hydrate.

Unlike our other hydrating masks, this formula is in a cream-gel texture that’s perfect for all skin types and comforting as a sleeping mask.

How is the Clear Purifying Clay Mask different from our other masks?

While we do offer other masks for oily/combination skin, the Clear Mask was specifically formulated for the needs of oily, acne-prone skin. Its formula helps prevent breakouts while minimising acne-related redness—benefits our other oil-absorbing masks do not have.

What’s the difference between the Defense Pore Purifier and Triple Algae Pollution Shield?

The Triple Algae Pollution Shield forms a flexible “shield” on skin that intercepts and diffuses as many different types of airborne pollutants as possible; however, it’s not impenetrable so some pollutants (particularly nano-sized particles) will get through and onto skin.

The Antioxidant Pore Purifier will work to neutralize pollutants that get past the Triple Algae Pollution Shield with a blend of pore clearing salicylic acid, azelaic acid and vitamin C (among other potent antioxidants).


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.



This site is operated by PAULA'S CHOICE EUROPE B.V. We are registered in the commercial register of Amsterdam in the Netherlands under company number (NL) 34231781 and with our registered office. Grote Koppel 7 3813 AA Amersfoort The Netherlands This is also our main trading address. You may contact us at the above mentioned address and through the following means: Phone number: 0203 608 9813 Email address: Our VAT number is GB975086678 The European Commission provides a platform for online dispute resolutions (ODR) which can be accessed at We are ready to participate in extra-judicial dispute settlement proceedings before a consumer dispute resolution body.

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