Help & FAQ
Products
Can I use the the products on sensitive skin?
For sure! Just don’t go crazy with the mask as it is exfoliating. All the products are lovely and gentle with no harsh or stripping ingredients. However, we do recommend checking with your doctor or
dermatologist first before using if you're concerned and always do a patch test on your skin before applying over your entire face.
Is Paullie good for oily or blemish prone skin?
The Paullie products are
suitable for all skin types, but are particularly great for an oily or blemish prone skin. The products and ingredients were designed with this in mind. But they are so nourishing at the same time that nearly everyone can use them!
How do I use the products?
All the usage instructions
can either be found on the box the product came in or on our website.
For a basic skincare
routine we recommend using them in this order in the morning and/ or at night:
- Calm Cleanser (double
cleanse with this at night to get the day off or any makeup first) - Reset Hydrating Serum
- Daydream Moisturiser
Use the Take Time Clay
Mask 1-2 times a week as a treatment after using the Calm Cleanser and before the Reset Hydrating Serum
Are the products tested on animals?
No, the entire Paullie range is Animal Cruelty Free.
Are the products vegan?
Yes! The entire Paullie range is vegan friendly.
Are the products clean?
There is no national or international accreditation you can get to certify that products are "Clean" however the Paullie range meets the standard for "Clean" according to a number of leading brands and retailers.
Where are the products made?
The entire Paullie range is developed and made in Australia.
Is Paullie sustainable?
Yes! We're working extremely hard to create products that are sustainable for our earth. The majority of the Paullie range is housed in glass jars, one of the worlds most sustainable materials.
And don't worry the product boxes, packaging materials and cards are made from 100% recycled materials and are 100% recyclable as well so please be mindful when you're throwing away any packaging.
Shipping & Delivery
Where is my order / tracking?
Your order is on the way and you’ll be enjoying your Paullie Skin products very soon! Our awesome team pack the orders in Australia, then they are dispatched within 24 hours. During peak promotions and new launches, orders may take between 1– 5 business days to dispatch and ship. Please see information below (How long will my order take to arrive) for shipping timeframes.
Once your order is dispatched, all the tracking info is on your Shipping Confirmation email. Just click the tracking link in that and you’ll know when it’ll be in your hands!
How long will my order take to arrive?
Australian Orders
Standard Shipping + Tracked up to 4-7 business days
Express Shipping + Tracked up to 1-3 business days
International Orders
Standard Shipping + Tracked up to 15 business days
DHL Express + Tracked up to 4 business days
How much is shipping?
Australian Orders
- Express Shipping + Tracked $10
- Standard Shipping + Tracked $5
International Orders
All international locations will be based on weight and the type of shipping service chosen, the best way to estimate shipping cost is to add items to your cart. Once this is done, all the different options and shipping prices will be shown for your specific location before finalising a sale.
Customs Duties / VAT
Some items shipped outside of Australia may be subject to import duties, taxes and/or charges which are not included in the total cost charged by this website, nor will they be covered or reimbursed by Paullie.
Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
I didn’t get confirmation / tracking info
Bummer, because you kind of need to know it’s coming right! We suggest checking your junk or spam folder first as sometimes those can end up in there. But if you still haven’t received it after finalising an order please let Team Paullie know and they’ll sort it out.
I haven’t received my order
EEEEEKKKKKKK! But no stress, we’ll figure this out together! Firstly we encourage you to double check the current estimated delivery timeframes mentioned above (How Long Does Delivery Take), and if you still have not received your package after these dates please contact the shipping company directly as they’ll have the most up to date info for you on its whereabouts.
If your require more help after contacting the shipping company, please reach out to Team Paullie at help@paullie.com and quote your order number.
It says my order was delivered but I haven’t received it yet
Please contact the shipping company directly, or the local postal service for your area, to get more information on a delivered package. They can sometimes even give you an image of the drop location to make sure it was left on your property.
We are given the exact same information as you, and in some cases the postal services can only provide certain information to the person whose name is on the package. If it isn’t sorted after these checks, please get in touch with our team and we will try to help you out.
What countries do you ship to?
We ship to most countries worldwide, including Australia, New Zealand, United Kingdom and the United States of America however, if your country isn’t on our list it means we haven’t made it there yet. But don’t fear we are hoping to fix this soon.
If you require more info about your specific shipping location please contact Team Paullie
General
Customer Service
Help is always near! If you need anything at all or can’t find the answers in these FAQs, drop us an email at help@paullie.com.
The team will get back to any enquiry within 24 hours. However, during promotional and sale periods, and due to overwhelming demand, our customer service team will be slower to respond. When it’s super busy like this, we’ll endeavour to get back to your enquiry within 48 hours.
All customer service enquiries will be responded to on a first come first served basis regardless of platform used, so we encourage you to submit your request through one method only. We thank you in advance for your understanding.
How can I contact Anna?
For real, we know how much you love Anna. We do too! But we don’t have any contact details for our amazing boss. But you can always reach out to her on Instagram or TikTok!
Media, Press and PR
Come see us over on our socials, @paullieskin and don’t forget to tag us!
For any media, press or PR enquiries email us at media@paullie.com
Where is Paullie located / made?
Paullie is proudly Australian made and owned
I need help choosing products
Sometimes a little help is needed when trying new skincare. Check our TikTok or Instagram page for all of the info about our products or contact our amazing skincare team for any recommendations or suggestions. You can reach them at the same email help@paullie.com
What are the ingredients?
All the juicy deets on all the products can be found on our website in the product pages and also on the box the products come in.
Can I buy Paullie in stores?
You can only buy Paullie on our website for the moment, but keep an eye out for some fun things happening in IRL in the future.
Returns & Refunds
What is your returns policy and how do I return a product?
If you have an issue with your product or the product is faulty please contact Team Paullie. We got you! Please contact us via help@paullie.com with your order details and confirmation number to start your return/refund.
Returned products will be refunded, however postage is non-refundable. The refund will be made to the original form of payment and cannot be amended.
Postage costs are non-refundable nor will be covered by Paullie.
Please return products for a refund or exchange to:
Paullie
18 Ashmore Road
Bundall, QLD, Australia, 4217
Does it cost anything to return something?
We don’t cover the postage cost for a return. If you are receiving a new product and we get the original product back Team Paullie will email you to arrange payment for the new postage costs.
How long does it take to receive my refund?
Once we have the item that is being returned back with us, it will be processed the same day in most cases. Then it’s up to your bank on how long they take to reverse the funds to you.
Your Order
I want to cancel or change my order
Oh that’s really sad to hear. But all good, contact the Team Paullie asap and they’ll organise this for you if it’s prior to being processed with our warehouse team.
There’s a problem with my order – Faulty, wrong or missing an item
That’s the worst and we’re so sorry! But not to worry, let Team Paullie know at help@paullie.com and we’ll fix the issue asap.
What happens if something is out of stock?
We know it sucks when something sells out, so make sure you keep an eye on socials for when it may come back. Or jump on the website and sign up to the Friends of Paullie list and you will be the first to know!
Can you gift wrap and do a gift card?
So sorry but we don’t offer this service at the moment.
Payment
What payment methods are accepted?
We accept all the usual suspects. Visa, Mastercard, American Express, PayPal, Afterpay, Apple Pay and Shop Pay.
What currencies do you sell in?
We sell in many currencies. Choose your country and currency from the dropdown in the footer of the site.
Technical
Can I make a store account?
Absolutely!!! Jump onto our website and sign up for a Friends of Paullie account. It will show your order history and can also have your shipping addresses pre-loaded to make check out easier and quicker.
How do I get the latest info on new launches and promotions?
Join the Friends of Paullie mailing list. This means you get told first about new drops and launches and awesome promotions that we know you’ll love!
I can’t log into my account?
No problem. Contact Team Paullie at help@paullie.com and they’ll help you out!
I don’t want emails anymore
Noooooo, say it isn’t so! Although we’d love to share with you all the cool new stuff we have coming up at Paullie, we get it. If you don’t want to hear from us anymore just click the UNSUBSCRIBE link in the last email you got from us. And if you have any questions or need more help with this, contact the team at help@paullie.com