Customer Service

Expert advice article

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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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?

To keep skin healthy, radiant and smooth you should treat your skin gently at all times. This way, you allow your skin to stimulate normal collagen production and your skin is able to protect itself against harmful external influences. We base our product development on scientific research. Efficacy of the ingredients and products are paramount. That is why you won't find irritating fragrances in our products, why we don't sell products in jars, and why all our day creams have a minimum SPF of 30.
Need help finding the best products for your skin? Provide our skincare experts with the following information so that they can offer you personalised advice:

  1. What is your skin type: normal to dry, very dry, oily or combination? (if you have combination skin, does your skin tend to be more oily/dry or oily/normal?)
  2. Do you suffer from pimples, blackheads, enlarged pores, wrinkles, dull skin or pigmentation marks?
  3. Do you have sensitive skin or is your skin sensitive to rosacea or eczema?
  4. Are you looking for a basic routine or an advanced routine?
  5. What is your texture preference for products- light-weight or rich textured?

When will my order be dispatched?

If we receive your order before 8pm on a business day, it will be shipped the same day, and delivered to you within 2 to 5 days (not including Sundays and bank holidays).

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

As soon as your order leaves our warehouse, you will receive a confirmation of the shipment with a track & trace number, so that you can track your order. If you click on the track & trace link, you will see the most current status of your order. Keep in mind that it can take up to 48 hours before the track & trace number becomes active.
If your order hasn't arrived by the indicated delivery time, or if you feel that something may have gone wrong then please contact us! If your package does not arrive within the regular delivery time, please contact us soon. We can only open an investigation with the courier within 2 weeks of the original delivery date.

Why can't I see my order in my account?

If you place an order with us using a guest account, even though you already have an existing account with us, you will unfortunately not see your order in your order history in your account.
For future orders it is advisable to log in first before you place your order. You will then be certain that your order can be found in your account.

Can I get a discount code?

You can find an overview of the current discount codes from Paula's Choice on our discount code page. You can also sign up to our newsletter to keep up to date on the latest offers and product launches!

How can I return an order?

If you are dissatisfied with a Paula's Choice product, for whatever reason, you can return it to us within 30 DAYS of purchase.
Before you return one or more products to us, it is important to contact our customer service to register your return. You can find more information on our returns page

Why are some Paula's Choice products available in America but not in Europe?

This is due to the fact that there are differences between the regulations for cosmetic products in the United States (US) and in the European Union (EU). This is especially true for the use of certain ingredients in cosmetics. In addition, some products in the USA are considered cosmetics, while these products are considered in the EU as medication.

How long will it take for out-of-stock products to come back in stock?

Unfortunately, due to large demand or stock issues, your favourite products may go out-of- stock. It is always difficult to indicate exactly when a product will be is back in stock but our website is always up to date and you will see that the product as available again when it is back in stock. If you are looking for an alternative product in the meantime, please contact our customer care team for advice!

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