Orders & Returns

Once an order is marked as “Fulfilled”, 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’s delivery status.

All orders on Paula’s Choice Malaysia 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 and online partner platforms (Shopee, Lazada, Zalora and Tiktok).
  2. Any resale of Paula’s Choice product outside of an Authorized Retailer, International or Domestic, not approved by Paula’s Choice Malaysia, is considered unauthorized reselling.
Bulk Orders

Paula’s Choice Malaysia 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 Malaysia.

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

International Distribution

We constantly monitor for locations that sell Paula’s 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 – 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’s of the utmost importance to us that we don’t 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 “change of mind” requests.

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

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 shipped back to us within 14 days of your purchase date for opened products and 30 days for unopened products. 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.my
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 of opened products that are less than half full.

Step 4: Refunds credited in your PaulasChoice.my account
Most returns are processed within 3 - 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.

Terms & Conditions
Paula’s Choice Malaysia 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 of opened products that are less than half full

Paula’s Choice Malaysia 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 Malaysia, 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 apologize for the unavailability, and we certainly understand how frustrating it can be when you’re unable to purchase your favorite 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 “Email me when available.” You’ll be prompted to enter your email address and may submit it by clicking the “Notify Me” 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.

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

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 Malaysia’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 localized to their markets and at Paula’s Choice Malaysia, we strive for the same.

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

Paula’s Choice Rewards Program

This policy outlines the guidelines for reviews on our platform to ensure that all reviews are fair, honest, and informative. Our goal is to provide our customers with the most accurate and helpful information about our products and services. Additionally, it is to prevent any fraudulent or inappropriate reviews from being posted on our platform.

Guidelines:

1. All reviews submitted by customers must be truthful, fair, and unbiased. Customers should only write reviews based on their own personal experiences and opinions.

2. Reviews should be relevant to the product or service being reviewed. Offensive or inappropriate content, such as hate speech, discriminatory language, or personal attacks, will not be tolerated.

3. Duplicate reviews will not be accepted and will not be eligible for any redemption of rewards points. Customers should only submit one review per product or service.

4. Reviews should be helpful to other customers. They should include details about the customer’s experience with the product or service, including any pros and cons, and suggestions for improvement.

5. Customers can earn 100 reward points per review.

6. Our platform reserves the right to reject or remove any reviews that violate these guidelines.

At Paula’s Choice, we believe that honest and informative reviews are essential to our customers’ experience on our platform. By following these guidelines, we can ensure that our reviews are fair, unbiased, and helpful, and provide valuable feedback to other customers. We encourage our customers to share their experiences and provide feedback on our products and services, and we will continue to review and improve our policies and guidelines to ensure the best possible experience for our customers.

Click here to learn more!

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, Paula’s Choice Philippines and Paula’s Choice Malaysia. For all other countries, kindly approach your respective Paula’s Choice customer support teams for more information.

Batch 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 “12M” with an open jar symbol means you should throw the product out 12 months after you’ve opened it. This is commonly known as the PAO date.

Most of our products have a stamped expiration date which ranges from 1 - 1.5 years after opening. However, our Resist C15 Super Booster should be used within 3 months after opening.


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’s 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’ve had an eye infection

DON’T:
  • DON’T 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—that means keeping your products in your fridge when you do not have to, reduces their lifespan and stability.
  • DON’T store products in direct sunlight (e.g. don’t keep them on a sunny windowsill)
  • DON’T store products in damp and/or moist areas (e.g. bathrooms where you take hot showers often)
  • DON’T share your products with others
  • DON’T add water or saliva to thin out or remoisten products
  • DON’T 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.

Does Paula’s Choice offer samples?

We do carry travel-sized variants for some of our products, which are 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 sensitization 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.my (bottom left) to get answers to all your skincare concerns before making a purchase. Our experts are available daily from 9.30am to 6.30pm.

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 favorite Paula’s Choice hydrating serum or night moisturizer (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. To request a return or exchange due to an allergic reaction, kindly fill out our Returns Form and provide us with the batch code of your product, as well as required medical certification and pictures. Our customer support team will assess your request and work towards finding a suitable 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 (derived from sheep’s wool): 

Products that contain cholesterol (derived from sheep’s wool): 

Products that contain lactoperoxidase (cow's milk-derived enzyme): 

Products that contain polyglyceryl-3 beeswax (an ester of beeswax fatty acids): 

Products that contain cera alba beeswax (a natural by-product from worker bees): 

Products that contain acetyl glucosamine (from shellfish):  

Products that contain sea whip extract (from marine invertebrate):  

Products that contain Xanthan Gum (may be processed with an enzyme derived from egg): 

Product Packaging

How to start using our Boosters with a dropper?

Our C15 Super Booster, 10% Niacinamide Booster,  Pro-Collagen Multi-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 our 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 “prime” 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 “priming” step. We do not recommend attempting to dismantle the package. Please note that there is not supposed to be a “straw” 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’t 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 commonly received.



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.my 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.my 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.my/ 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 “hard refresh” 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.