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Customer Care Team

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We're here for you and your skin every day.
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Monday – Friday 9:00 am to 5:30 pm

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Monday – Friday 9:00 am to 5:30 pm

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We are closed on:
29th of March, Good Friday
1st of April, Easter
1st of May, May Day
9th of May, Ascension Day
6 June (National Day)
21 juni (Midsummer Day)

It's overwhelming to feel unhappy with your skin, especially when you're unsure what it needs and why you're not seeing any changes for the better.

That's why our team are here to guide you in your skincare journey. Because the more you understand the science, the more you see results. It's time to enjoy your daily skincare routine again with advice tailored to you.

Meet the team

Our skincare experts understand how unique skincare is to each person, get to know just a few of them here.

Customer Care Team

Meet Alexandra
How did you first get into skincare?
I have experienced breakouts and hidradenitis suppurativa since my teenage years. This inspired me to self-educate myself in skincare ingredients and conditions to improve my concerns. Being part of Paula’s Choice has widened my skincare knowledge and has given me the power to educate our consumers and give them the certainty and peace of mind that there are brilliant, powerful products out there that will help improve the aspect of the biggest organ of your body and at the same time, it will help boost your self-esteem.

What’s your top Paula’s Choice product?
My favourite Paula’s Choice product, even though it might sound like a cliché, is our SKIN PERFECTING 2% BHA Exfoliant. Salicylic acid has been a game changer for me, it is a brilliant product. It has improved not only my breakouts, skin texture and uneven skin tone, but it has helped to alleviate the inflammation that comes with HS.

What do you get asked the most?
Tough one... What I have been asked the most is if it is possible to layer a BHA and an AHA (Alpha hydroxy acids) exfoliant in the same routine. The general rule is that one exfoliant should be enough since most people do not need this level of exfoliation. However, you can certainly combine the two. If you have advanced concerns such as sun damage, deep wrinkles, stubborn clogged pores and bumps or very dull, dry, flaky skin, GO FOR IT! I have personally layered them together in my routine. Of course, always allow your skin to get used to the ingredients and monitor how your skin reacts 😉

Customer Care Team

Meet Nick
How did you first get into skincare?
At 30 years old I thought it was time to start taking care of my skin. I slowly dipped my toes into a routine consisting of 3 Paula's Choice products. These products gave me great results, a lot of compliments and confidence. This was the first reason for me to apply to Paula's Choice as I truly believe in the products and how they can work for the skin. Now my routine has grown into an advanced routine, my confidence has grown and my skin is looking better than ever. Within my role I am helping out our customers to create a safe environment to ask skincare questions and give them thorough advice on their skin, skin type and concerns.

What’s your top Paula’s Choice product?
It is hard to just pick one product, as I love all the products in my current routine. If I have to pick one it is most likely between the OMEGA+ COMPLEX Serum or the CLINICAL 0.3% Retinol + 2% Bakuchiol Treatment (yes, I picked two). The OMEGA+ COMPLEX Serum makes my skin feel hydrated throughout the day. The CLINICAL 0.3% Retinol + 2% Bakuchiol Treatment is the product that really gives me the desired results (anti-ageing).

What do you get asked the most?
The most asked question I get is “when I can see results?” This is immediately the hardest question to answer, as this is different for everybody. We have customers that see results after a week, but also people who need months to see the improvement that they would like to see. The key really is finding the right products that match your skin, skin type and concerns and to have patience.

Customer Care Team

Meet Chantal
How did you first get into skincare?
I struggled with acne-prone skin for a very long time. First, I turned to make-up to cover up my blemishes and because I enjoyed the creative part of it. But soon I realised that my breakouts wouldn’t just go away over time. This started my quest for better skin, where I spent hours reading articles and watching videos that explained everything about skin and how all kinds of ingredients work their magic. This hobby of mine turned into a job when I first started working as an in-store Beauty Advisor and later as a Skincare Expert for Paula’s Choice. And today still, I get super excited about skincare and love guiding others on their journey to their best skin possible!

What’s your top Paula’s Choice product?
That’s the SKIN RECOVERY Replenishing Moisturiser, or the RESIST Anti-Ageing Intensive Wrinkle-Repair Retinol Serum. It’s hard to choose, but these are the ones I wouldn’t want to go without! The moisturiser has really helped restore my skin barrier and makes my skin feel soft and hydrated. The serum has made a great difference in reducing my breakouts and post-breakout marks, whilst also preventing fine lines that are already coming up (shout out to my lovely, multi-tasking friend retinol).

What do you get asked the most?
I notice that a lot of people struggle with their skin being dry and oily at the same time, and often having breakouts too. Therefore, I explain every day about how a compromised skin barrier and dehydrated skin can be the reason for both the disbalance as well as the breakouts. Especially people with acne-prone skin can be concerned about using moisturisers when hydration really is key for all skin types. You got to hydrate to be great 😉

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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