Customer Service

Expert advice articles

How to determine your skin type
What is acne?
How to exfoliate skin (and why it's so important)
Sun damage explained
Removing blackheads step-by-step
What strength retinol should I use?

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customer care team

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telefoon +31 (0)20 22 58 977

telefoonMonday - Friday: 9:00 - 18:00 (CET)


Top 10 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. Please refer to our Shipping Rates page for delivery times.

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 Europe?

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!


Current Product Topics

How does the Calm collection work?

Our Calm collection has been specifically formulated for those with extra sensitive skin that may be prone to redness and/or rosacea. Each of our Calm products contain antioxidants and skin-soothing plant extracts. You can read more about our Calm collection in our expert article: For Sensitive Skin: The Calm Line

Would the Calm range be suitable for me even if I don’t have redness?

Even if you don’t have rosacea-prone skin or redness isn’t a skin concern of yours, you can still greatly benefit from our Calm range! If you have sensitive, quickly irritated skin or simply want to use products without many active ingredients, our Calm products would be suitable due to their skin-soothing formulas.

I have rosacea-prone skin, is an AHA or BHA exfoliant better to use?

A BHA exfoliant is best for rosacea-prone skin! BHA (salicylic acid) is derived from aspirin making it an anti-inflammatory to help counteract rosacea (a common inflammatory skin condition). You can read more about how you can treat rosacea-prone skin in our expert article: Rosacea-Prone Skin: Yes, You Can Treat It

Is a 1% BHA effective enough?

If you have sensitive skin or don’t have many skin concerns, starting with a 1% BHA would be ideal. A 1% BHA is still an effective amount to penetrate the pore-lining, dissolve dead skin cells, and reduce inflammation. If all goes well, you can then consider a 2% BHA.


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