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Top 10 frequently asked questions
What are the best products for my skin?
Follow these simple steps to determine your skin type:
- Wash your face with a mild cleaner and wait 15-30 minutes.
- Don't apply any products during this time.
- Determine your skin type based on your skin’s natural characteristics.
Normal skin: Your skin feels smooth and, well, normal. There are no signs of flaking or oiliness. The right skincare products will keep your skin looking healthy, smooth and hydrated.
Dry skin: Your skin feels tight and dehydrated and may have flaky areas. The right skincare products will nourish skin, repair skin’s critical barrier and prevent moisture loss.
Oily skin: Your skin looks shiny and may feel slick to the touch. You’re no stranger to breakouts. The right skincare products will balance skin and help it look smoother. For oily skin it’s important to avoid heavy emollient textures.
Combination skin:Your skin usually has an oily T-zone (forehead, nose, chin) and is normal to dry everywhere else. Oily parts may have enlarged pores, signs of breakouts and blackheads. With the right products your skin will become more balanced, look smoother and clearer.
How can I find a simple but effective skincare routine?
If you want to spend as little time as possible on your skincare routine or if you do not have specific skin concerns to treat, starting with a good basic routine is a good idea.
For a good results we advise you start off using these skincare staples:
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:
- 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?)
- Do you suffer from pimples, blackheads, enlarged pores, wrinkles, dull skin or pigmentation marks?
- Do you have sensitive skin or is your skin sensitive to rosacea or eczema?
- Are you looking for a basic routine or an advanced routine?
- 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!
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!