Orders & Returns

Once an order is marked as ‚ÄúFulfilled‚ÄĚ, this means that it has been successfully processed by the Team and will be ready for shipment soon. It is not a reflection of the parcel‚Äôs delivery status.

All orders on Paula’s Choice Singapore are vetted during processing for bulk orders and unauthorized reselling. Orders of such nature will be automatically canceled and we may provide notifications prior to cancellation but are not obligated to do so. These accounts will also be exempted from our Rewards Programme.

Bulk orders and unauthorized reselling are defined as:

  1. An order is considered as bulk ordering when it contains more than three of the same products and/or repeated buying patterns per customer, which may represent more than normal personal usage. This applies to all our retail platforms including our website, online partner platforms (Shopee and Zalora), and retail store.
  2. Any sales of Paula’s Choice product outside of an Authorized Retailer, International or Domestic, not approved by Paula’s Choice Singapore, is considered unauthorized reselling.
Bulk Orders

Paula’s Choice Singapore works hard to ensure adequate stock for all of our valued customers who shop with us. Bulk orders restrict our customers’ access to products by reducing available inventory and are sometimes directly connected with unauthorized reselling.

Unauthorized Reselling

Our brand reputation is built on making sure that our products are effective and work to address many skin types and concerns. Our proprietary formulas are a very important part of our business. This is why we do not allow third-party resellers to distribute our products unless approved by Paula’s Choice Singapore.

If you wish to be our authorized retailers, please drop us an email at support@paulaschoice.sg and our team will assist you further.

International Distribution

We constantly monitor for locations that sell Paula‚Äôs Choice Skincare products outside of our Authorized Retailers. Rogue sellers not only risk selling our customers expired products or items that are not suited to that customer ‚Äď but they also risk exposing our products to animal testing. Some countries have laws whereby the authorities can test products found for sale in shops, markets or online, on animals. It‚Äôs of the utmost importance to us that we don‚Äôt allow our products to enter these countries because of the risk that our products could be tested in this way, unknown by us.

Please note that all sales are final once an order has been placed. Cancellation and amendment of orders are not eligible once an order has been placed. 

We are also unable to accede to ‚Äúchange of mind‚ÄĚ requests.

Before submitting your order, please carefully review all order details at checkout to confirm accuracy.

14-day Satisfaction Guarantee Return Policy

We stand behind every Paula’s Choice product we sell. If a full-sized product isn’t a great fit for your skin and is causing either irritation or allergic reactions, we’ll be happy to provide you with a full refund via online credit for merchandise returned within 14 days of your purchase date, and up till 30 days for unopened items. Shipping fees are non-refundable. Please note that exchanges and returns do not apply to all travels and samples, as these are trial-sized products meant to determine if they will be a good fit for your skin. 

Step 1: Be A Member at PaulasChoice.sg
You are required to create an account in order to process any return.

Step 2: Fill Up The Return Form
For Returns due to 
Allergies / Skin irritation:
Kindly fill in all required fields of the form. You are also required to include a photo verification of skin irritation or medical certification of your allergy. Return forms without the necessary information will not be processed. For successful returns/exchange requests, our customer support team will verify your submission and contact you within 3 working days before you may proceed to Step 3.

For Returns due to Defective / Incorrect items:
Kindly fill in the form, and select the appropriate reason for return before providing us with additional details of your order. Then, under the photo verification section, please provide a photo or video of damages/defects, or a picture of the package you received for incorrect orders. You are not required to fulfil Step 3 for these orders. 

FILL UP RETURN FORM HERE

Step 3: Mail Items
All Return Forms will be reviewed upon submission and are subjected to approval. Upon a successful claim, you will be provided with an address to mail your return products to.

Please note that you are responsible for shipping costs (registered post with a valid tracking number) and the safe return of merchandise. We do not accept returns for online purchases via any physical outlets, and of opened products that are less than half full.

Step 4: Refunds Credited In Your PaulasChoice.sg Account
Most returns are processed within 3 ‚Äď 5 working days of receipt and might take up to 10 working days during festive or promotional seasons. You will receive an email confirmation once your return or exchange has been processed.

Note to International Customers
Customers with shipping addresses outside of Singapore are solely responsible for all duties, import taxes and brokerage fees. Please contact your local customs office for details on how charges will be applied in your area. If your package is confiscated by Customs, not collected from Customs or you refuse your package upon delivery and/or notification of these fees, Paula’s Choice Singapore is unable to issue a refund for your purchase or the original shipping cost.

Terms & Conditions
Paula’s Choice Singapore Returns policy does not apply to items which have been stated as non-exchangeable and non-refundable, items on sale, on promotions and obtained from any promotional events. Shipping fee is non-refundable. All refunds will only be issued via online store credit upon receipt of the returned item and are subjected to inspection. We do not accept returns for online purchases via any physical outlets, and of opened products that are less than half full

Paula’s Choice Singapore reserves the right to review, revoke and terminate any application, appeals and membership accounts should there be any violation of terms of condition. Misrepresentation or any conduct detrimental to the interests of Paula’s Choice Singapore, or fraud or attempted fraud, may subject members to membership revocation and will affect eligibility for further participation in the Paula’s Choice Rewards and Returns Program.

The product I want is out of stock. How can I purchase it?

We apologise for the unavailability, and we certainly understand how frustrating it can be when you’re unable to purchase your favourite products. Due to the popularity of our recent promotions, some of our best-loved products are currently unavailable. We’re working to get them back in stock as soon as possible and we would be happy to alert you when they’re ready for purchase.

Signing up for restock notifications¬†is an easy process that only takes a few seconds. You can start by visiting the product page and clicking ‚ÄúEmail me when available.‚ÄĚ You‚Äôll be prompted to enter your email address and may submit it by clicking the ‚ÄúNotify Me‚ÄĚ button. This enrolls you to receive an automated email as soon as your desired products are back in stock.

Can I backorder products that are currently unavailable?

At this time, we are unable to place orders for products that aren’t immediately available. For this reason we do not offer back- or pre-orders for out of stock products.

What Is The Price Difference Shopping Online And In The Retail Stores?

Prices on PaulasChoice.sg and in-store are the same and listed as SGD.

Can I get a VAT refund at the airport?

We do not charge VAT.

Local Payment Methods

Currently, we accept Amex, Apple Pay, Grab Pay, Mastercard and Visa for local orders.

International Payment Methods

Currently, we accept Amex, Mastercard and Visa for international orders.
We do not accept Paypal for both local and international orders as we only ship to selected countries.

Promotions

We love surprising you with special gifts! Follow us on Facebook and Instagram or subscribe to our newsletter and stay updated on the latest product launches and special promotional events.

Why Are Paula’s Choice Singapore’s Promotions Different From Paula’s Choice USA and Paula’s Choice Australia?

Paula’s Choice promotional campaigns launched in the USA / are not universal. All Paula’s Choice International Distributors run different campaigns that are localised to their markets and at Paula’s Choice Singapore, we strive for the same.

If you’re currently residing in Singapore, do ensure that you’re subscribed to our newsletters to receive updates on promotions that are applicable to your purchases.



To enjoy the exclusive Grab vouchers for additional savings, please refer to the following steps:

  1. Ensure that your shopping cart has hit the minimum spend as stated in the terms and conditions on the banner of the promotion page.
  2. Select GrabPay as your preferred payment method on our checkout page and click ‚ÄúComplete Order‚ÄĚ.
  3. You will be redirected to the Grab payment browser and prompted to key in your phone number.
  4. You will receive an OTP to log in to your Grab account. After logging in, you may view your order details in the Grab browser.
  5. Click on ‚ÄúAdd Offer‚ÄĚ to select the voucher and click ‚ÄúUse Now‚ÄĚ to apply it to your order.
  6. Please ensure that the voucher has been applied to the order and review the final payable amount (after deducting the voucher value) before making payment via GrabPay.
  7. You will receive an order receipt from Paula’s Choice Singapore. Please note that this receipt does not reflect the additional discount from the exclusive Grab voucher. To view your final transaction amount, please refer to the Grab receipt as shown on the browser after payment.

Kindly note that the Grab voucher has to be applied prior to payment in the Grab browser to enjoy the additional savings. Payment must be made via GrabPay only. If the voucher is not applied on the GrabPay browser, there will be no further discount on the order and are unable to cancel the order, provide a new voucher or reimburse the voucher value in any form.

The transaction will only be on the Grab browser and not the Grab Mobile App.

The Grab voucher will be subjected to availability on the Grab browser under ‚ÄúAdd Offer‚ÄĚ.

Follow us on our Instagram and subscribe to our newsletter on our step-to-step guide too!

For further assistance on after-sales matters, kindly reach out to Grab Help Centre.

Reward Points

On March 2018, we’ve incentivized our review system to encourage and reward consumers who provide valuable feedback on products, to help new customers better understand Paula’s Choice products before making a purchase.

However, it has come to our attention that a very small minority of customers are abusing the system by submitting spam and duplicate reviews. In order to maintain the integrity of our review system whilst keeping our rewards policy in place, we will be making one key change to reduce the number of inappropriate and unhelpful reviews, for the benefit of our loyal customers.

From 2019, all reviews will not be published automatically, and customers who submit duplicate and unhelpful reviews will not be eligible for any redemption of rewards points. Furthermore, orders made using points from illegitimate reviews and referrals will be canceled and refunded without notice. Repeat offenders will be blacklisted.

We would like to stress our commitment to transparency; Paula’s Choice never has and never will screen or delete negative and unfavorable reviews. We thank you for your patience and understanding in this matter, and hope to better serve you in the future!

What Is Paula’s Choice Rewards?

As a Member of our site, you are entitled to our Paula’s Choice Rewards which are rewards points that may be redeemed for discount codes to offset your next purchase!




Find out the ways to earn and use your rewards below!

New Customer Account Sign Up

Membership is free and has exclusive benefits. For new members, receive 1,250 Rewards Points automatically upon signing up for a new account.

Not a Member? Sign up now!



Shop & Accumulate

Receive rewards points on all Paula’s Choice products at PaulasChoice.sg.

Earn 20 Rewards Points for every S$1 spent. Points will be accumulated automatically into your account when an order has been processed.

Spend a min. S$10 to enjoy free local shipping for your order.

Review A Product

Enjoy our products from your purchase? Leave us a review and earn 500 points for each product and up to 1,500 points a month.



Follow us on Facebook and Instagram

Like our Facebook page and follow us on Instagram via your store account to earn 625 points each! Start the process by clicking on our Paula’s Choice Rewards launcher to receive the rewards.



Happy Birthday!

Over here at Paula’s Choice Singapore, we celebrate your birthday with 3,750 points credited to your account on your birth date! 

Please input your birth date at least 30 days before the actual day. Points will be credited automatically to your member’s account on your birthday.



Refer A Friend

Receive reward points when you refer a friend in 3 easy steps:

  1. Log in to your account
  2. Share your personalized link with your friend
  3. Your friend will receive a $10 off discount code for the first order (min. purchase of S$20, valid for six months upon redemption) and you will receive 2,500 Reward Points once the order has been shipped out.

The more friends you refer, the more reward points you get. The referral is only valid when the referred customer has a unique home address and a different name from referring customer. The referred customer may not refer the referring customer thereafter.

Points will not be awarded to cloned accounts, fake signups and membership will be removed.





Paula’s Choice Rewards Terms & Conditions

Paula’s Choice Singapore reserves the right to rescind, remove or disable any points, reverse transactions and exclude accounts from our Rewards program at any point in time if we find any behavior of abuse (eg. cloning of accounts / false signups / fake reviews). We might send notifications of exclusions and canceled orders out of goodwill, but are not obligated or required to do so.

Reward points are not exchangeable for cash, and may not be claimed in conjunction with other sales, promotions, or gifts. Only one discount code may be used with each order.

Note: Rewards points are not redeemable from any of our retail partners and will only be redeemable from purchases made on our official Singapore website.

How Can I Redeem My Paula’s Choice Rewards?

Redeem your Paula’s Choice Reward Points for discount codes to offset your purchase at PaulasChoice.sg.

Paula’s Choice Rewards

When you are ready to use your Reward Points, simply go to the bottom right hand of any page and click on Paula’s Choice Rewards to access our Reward Points Program.



On your phone, click on the star icon at the bottom right hand of the page.



Redeem Points for Discount Codes

Once opening up Paula’s Choice Rewards, sign in to your account. You may view your points, ways to earn and redeem points, and redeemed rewards if any!



You may redeem for discount codes available at $5, $10, $15, and $25.



You may view your discount codes here and they will be emailed to you upon redemption too. Discount codes are only applicable for regular-priced items, and not in conjunction with other promotions. Only one discount code may be used with each order.

When you are ready to use your discount code, simply apply it at checkout.



You’re all set! Please feel free to reach out to us via Live Chat on our website if you have any questions.

Note: Rewards points are not redeemable from any of our retail partners and will only be redeemable from purchases made on our official Singapore website.

Products

What Is The Expiry Date For My Product?

You may now check the expiry date of your Paula’s Choice skincare products on our site.

Kindly note that the information within our expiry checker only applies to products bought from Paula’s Choice Singapore and Paula’s Choice Malaysia. For all other countries, kindly approach your respective Paula’s Choice customer support teams for more information.

Fresh Check

Where Can I Find The Batch Code?

The batch code can be found at the crimp of the tube or at the bottom of the bottle.



How Long Should I Keep My Skincare Products?

You can conveniently find our PAO (Period After Opening) labels on the back of the packaging in the lower left corner.



The letter M stands for the Latin word for month and the number refers to the number of months. So, a ‚Äú12M‚ÄĚ with an open jar symbol means you should throw the product out 12 months after you‚Äôve opened it. This is commonly known as the PAO date.

Most of our products are stable 3 years unopened and 12 months after opening. However, our Resist C15 Super Booster should be used within 3 months after opening and within 6 months from the purchase date.


The Dos & Don’ts of Making Your Products Last

Here are some easy tips for prolonging the shelf life of your products, whilst keeping your skin and body as healthy as possible.

DO:
  • DO store products in a cabinet or drawer
  • DO adhere to temperature requirements (e.g. 20-25 degrees Celsius)
  • DO wash your hands before using products- DO tighten/secure the cap after each use
  • DO consider how climate and humidity will shorten a product‚Äôs shelf life
  • DO write the date of purchase in permanent ink (use a Sharpie) on the bottom or back of the package (this can be even more helpful than relying on the PAO date)
  • DO toss out eye products after you‚Äôve had an eye infection

DON’T:
  • DON‚ÄôT store your products in the refrigerator unless there are temperature requirements stated on the product packaging. Skincare formulas are designed to withstand the average fluctuations in temperature, but not long-term heat or cold storage‚ÄĒthat means keeping your products in your fridge when you do not have to, reduces their lifespan and stability.
  • DON‚ÄôT store products in direct sunlight (e.g. don‚Äôt keep them on a sunny windowsill)
  • DON‚ÄôT store products in damp and/or moist areas (e.g. bathrooms where you take hot showers often)- DON‚ÄôT share your products with others
  • DON‚ÄôT add water or saliva to thin out or remoisten products
  • DON‚ÄôT forget to clean the cap or lid if you drop it on the floor. Use soap and water or rubbing alcohol and dry thoroughly before replacing.

What Is The Exact Percentage Of An Ingredient Found In Paula’s Choice Products?

Unlike most cosmetic companies, Paula’s Choice provides extensive information for each of our products on www.PaulasChoice.com, including published research showing what the ingredients we use can do for your skin. If you need help locating that information, please let us know.

Both Paula and our product development team hope you understand that the exact concentration of our cosmetic ingredients is something we can’t reveal. Our proprietary formulas are a critical part of our business, and all other available information are on our product pages and product packaging.

Although Paula has criticized other companies in the past for not revealing percentages, this is related to AHA or BHA exfoliants, or in cases where a marketed key ingredient is present only in a tiny amount. Otherwise, we respect each company’s right to their proprietary formulas.

Of course, we do provide exact percentages of those active ingredients required by the FDA to be listed on the ingredient label.

Aside from any one ingredient, Paula would also like you to know that every single one of our products contain a cocktail of beneficial ingredients that address the complicated needs of every skin care concern. If you have other Paula’s Choice questions, please let us know and we will do our best to assist you. We sincerely appreciate your understanding.

Does Paula’s Choice offer samples?

We do carry travel-sized variants for some of our products, which is a great way to test them out effectively.

Unfortunately, Paula's Choice no longer offers samples for products, as a single use sample/sachet would not be sufficient for customers to accurately gauge if a product works for them. We would recommend at least 2 weeks of usage for visible results on skin.

I’m going on a trip, but I don’t want to put my skincare routine on hold. What should I do?

Your skin shouldn’t have to suffer without the care that it loves and needs; travel-sized items are excellent just for this reason! Selected Paula’s Choice products have travel sizes available for a nominal fee. These may be selected via the drop-down menu on the specific product page.

You may also transfer your products into travel-sized containers of your own! Just be sure that they are opaque and tightly sealed so that the product isn’t exposed to light or air.

What Do I Do If I Encounter Allergic Reactions?

All of our Paula’s Choice products are entirely well documented. The ingredients of each product are clearly listed via the product page; be sure to check against this list to ensure that the product is safe for use.

Some Necessary Troubleshooting:

If sensitisation occurs such as redness, flaking, tenderness, or drying of skin:

- These are not necessarily allergic reactions. Sometimes, your skin might not be immediately ready for products with strong actives (e.g. BHA, AHA, Retinol, Vitamin C), and starting off these products only 1-2 times a week will help to acclimatise skin to these ingredients.

- It is possible that you might have selected products that are not actually suitable for your skin. Consult with one of our friendly skincare experts via our LiveChat function on Paulaschoice.sg (bottom left) to get answers to all your skincare concerns before making a purchase. Our experts are available daily from 10.30am to 7.30pm.

- It’s important when experiencing these symptoms to isolate the usage of products in your routine and reduce the frequency of use; you might be allergic to only one product, or to a combined application of products, and not to the products themselves.

- When using treatment products with strong actives (E.g. our 1% Clinical Retinol Treatment) for the first time, apply a layer of your favourite Paula’s Choice hydrating serum or night moisturiser (E.g. our Omega+ Complex Series), before applying your treatment.

- If sensitization persists, do take pictures of the skin reactions you’re facing and discontinue use. Email us at support@paulaschoice.sg with a detailed description of your experience, and provide us with the batch code of your product as well (usually at the bottom of bottle or top of tube).

If you have experienced an allergic reaction and would like to return or exchange a product, please fill in our Returns Form below and provide all necessary medical certification and pictures. Our customer support team will review your request to help find an appropriate solution.

Do you test on animals?

No. Paula’s Choice has never tested on animals at any stage of product development and never will. We also do not contract with any third parties to conduct animal testing on our behalf. We are also Leaping Bunny certified.

Are Paula’s Choice products vegan, or do any of them contain animal by-products?

We’re happy to inform you that the majority of Paula’s Choice products contain no animal-derived ingredients. In addition, our Product Development Team has made the commitment to source non-animal derived ingredients whenever possible for new products, or when our existing products undergo a formulary update.

Some of our current skincare or makeup products contain beeswax derived from beehives, lanolin derivatives and a few others indicated below. If a product does not appear on the below list, it is free of any animal-derived ingredients.

Products that contain lanolin or cholesterol (derived from sheep’s wool):
- Lip & Body Treatment Balm
- MOISTURE BOOST Hydrating Treatment Cream
- Moisture Renewal Oil Booster 
- SKIN BALANCING Pore Reducing Toner

Products that contain the milk-derived enzyme lactoperoxidase:
- Resist Anti-Aging Clear Skin Hydrator
- DEFENSE Hydrating Gel-To-Cream Cleanser

Products that contain beeswax:
- Calm Restoring Moisturizer (Normal/Dry)

- Lip & Body Treatment Balm
- Lipscreen SPF 50
- MOISTURE BOOST Hydrating Treatment Cream
- Hyaluronic Acid + Peptide Lip Booster
- Retinol Skin-Smoothing Body Treatment

- C5 Super Boost Moisturizer

Products that contain acetyl glucosamine (from shellfish): 
- RESIST Weightless Advanced Repairing Toner
- RESIST Advanced Replenishing Toner

Products that contain hydrolyzed¬†silk‚ÄĮ(from spent cocoons):¬†
- Peptide Booster

Products that contain whey protein: 
- Calm Restoring Moisturizer (Normal/Dry)
- MOISTURE BOOST Hydrating Treatment Cream

Products that contain sea whip extract‚ÄĮ(from marine invertebrate):¬†
- Skin Perfecting BHA 9
- SKIN BALANCING Oil-Absorbing Mask
- RESIST Ultra-Light Super Antioxidant Concentrate Serum with Hyaluronic Acid
- CALM Repairing Serum
- RESIST Anti-Aging Eye Cream
- CALM Soothing Toner (Oily/Combination)

Product Packaging

How to start using our Boosters with a dropper?

Our C15 Super Booster, 10% Niacinamide Booster,  Peptide Booster, and Moisture Renewal Oil Booster come packaged with a bottle and a separate dropper. Unscrew the black or white cap on the bottle slowly and do not shake prior to opening. Insert the dropper into the bottle and it is good to go!

Using our C15 Super Booster and 10% Niacinamide Booster

Our C15 Super Booster and 10% Niacinamide Booster come in a yellow serum upon opening. Ensure to tighten the dropper cap tightly after every use and store them in a cool and dry environment.



Please feel free to reach out to us via Live Chat on our website if you have any questions.

Why isn’t my airless pump dispensing product?

Some of our products use an airless pump technology. Airless pump dispensers utilize a vacuum system to dispense and keep the product within the container fresh. Airless packaging helps to keep air and contaminants out of the product, which enhances the formula’s stability and effectiveness.

When using your product for the first time, you may need to ‚Äúprime‚ÄĚ the dispenser. There is a disk that pushes the product to the top which can become stuck, and you may need to bang the bottom of the bottle 3-4 times on a flat-hard surface to loosen the disk, then pump the dispenser slowly about 15-20 times upside down. After it starts pumping you can pump right side up as normal.



If the dispenser stops working at any time, simply repeat the ‚Äúpriming‚ÄĚ step. We do not recommend attempting to dismantle the package. Please note that there is not supposed to be a ‚Äústraw‚ÄĚ in the packaging. If you only opened it once and were able to put it back together, the product should still be effective as long as it wasn‚Äôt exposed to air for a very long period of time.

My C15 Super Booster is a different color than I’m used to. Is it okay to use?

You may notice from time to time that the shade can vary on your C15, especially after use. One of the challenges of having an irritant-free line is that we cannot use coloring agents or dyes to ensure a precise, consistent color from batch to batch. Because of this, there can be color variations with some of our products. Since judging color can be subjective, we have provided a color swatch below that shows the acceptable range of colors when used within three months after opening, and six months unopened.



If your C15 Super Booster past its expiration and the color and texture have changed to a dark brown with a thick texture, it is best to replace the product.

Upon opening, it has to be used within three months and placed in a cool and dry environment.

We strongly discourage stocking up of products so as to ensure that the products are kept fresh and stable for maximum effectiveness.

Troubleshoot

I Have Submitted My Order And Made Payment, Why Didn’t I Receive A Confirmation Email?

Kindly proceed to your account dashboard to check if your order is listed. If your order is not listed, kindly email us at support@paulaschoice.sg we will get back to you within 1-2 working days.

I Am Unable To Log In To My Account / I Am Encountering An Error Message, What Do I Do?

Kindly email us at support@paulaschoice.sg and we will get back to you within 1-2 working days.

What should I do if the website isn’t working correctly?

If you’re having general problems with our website, here are some tips which may help:

- Try using a different device or browser. For example, if you are using Google Chrome, try Mozilla Firefox instead; or if you are using your iPad, try using your desktop computer instead. Please note that versions of Internet Explorer older than version 9 may not work with our website.

- Clear the cookies and cache in your internet browser.Try disabling browser add-ons such as AdBlock or Ghostery for our website, or adding https://www.paulaschoice.sg/ to your list of trusted sites in the add-on’s preferences.

- Make sure that Javascript is enabled in your browser.

- If the formatting looks strange, such as images not loading or words and images overlapping, do a ‚Äúhard refresh‚ÄĚ of our website in your browser. You can do this by hitting Ctrl + F5 on a PC, or Command + F5 on a Mac.

If you encounter an issue with logging in, kindly send us an e-mail and we will respond to it as soon as we can.