Riya G.
Damaged package
I ordered two fragrances from Kayali as gifts, but the delivery kept getting rescheduled multiple times and I eventually had to go pick the package up myself. When I opened it at home, both bottles were cracked and leaking. Customer service took a long time to respond, and since I urgently needed the gifts, I had to repurchase the same perfumes from Sephora. They later offered a replacement, but when I explained I already rebought them and requested a refund instead, they stopped replying entirely. I just want my money back.
Response from KAYALIFeb 18, 2026
Hello Riya, Thank you for sharing your feedback with us. We are truly sorry to hear about your experience, and we completely understand your disappointment, especially as the fragrances were intended as gifts. Please note that our Customer Care team has reached out to you with further details on the next steps regarding your case. We sincerely apologize for the inconvenience caused by the damaged items you received. This is certainly not the experience we aim to provide, and we truly appreciate your patience and understanding. If you have not received our email or need any further assistance, please let us know, and we will be more than happy to help. With love, KAYALI Customer Care Team