Meet our skincare experts

Customer Care Team

Want to get in touch? Chat with us or give us a call to hear from one of our skincare experts straight away.

chatLive chat on the right bottom corner.

Monday - Friday 9:00 am to 9:00 pm
Saturday - Sunday 9:00 am to 5:30 pm

telefoon +31 (0)20 - 225 89 77

Monday - Friday 9:00 am to 9:00 pm
Saturday - Sunday 9:00 am to 5:30 pm

Emails to take us longer to reply to, so please expect a delay.

Our passionate team of skincare experts are here for you and your skin every day. Skincare is such a personal thing, no skin is the same. We all have our own unique skin type and skin concerns, and no one understands this more than our experts. They’ll always take the time to understand your skin so they can tailor their advice just for you.

We do everything we can to help our customers. That’s why our team of skincare experts work from our European head office in the Netherlands alongside other departments such as marketing, e-commerce and supply chain. We constantly share knowledge and keep our lines of communication short, so we can help you as quickly as possible.

Meet the team

Jessy takes care of our German customers. Before joining Paula's Choice, she worked in several beauty salons and performed beauty treatments. She is a trained beautician and has been working in the cosmetics industry for seven years.

Favourite product
"My favourite product is the Omega+ Complex Night Cream. Its texture is light and it hydrates without making my skin feel oily, even on warm days."

Best-kept secret
"I think our exfoliants are particularly effective. The whole product category delivers great results and offers many advantages over harsh scrubs."


Her mother is a beautician, so Shanice learned a lot about skincare at a fairly young age. Her mother insisted on using an SPF daily, which Shanice didn't think was necessary at the time because of her naturally dark skin. Luckily, she knows better now!

Favourite product
"The Resist Anti-Aging Day Cream SPF 30 is lovely if you have oily skin and want a matte look. The finish of this daytime moisturiser is amazing!"

Best-kept secret
"Our toners! My skin can feel rather tight after showering and I want to moisturise immediately. I use the Skin Balancing toner as soon as I get out the shower to hydrate and stop my skin feeling tight.”

Paula's Vision


How do I determine my skin type?

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

  • Step 1: Wash your face with a gentle cleanser and wait 15-30 minutes.
  • Step 2: Don’t apply any products during this time.
  • Step 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 moisturiser with SPF
  • Step 3 (PM): Nighttime moisturiser

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 personalise your skincare 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 60 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 and Space NK.

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