KAYALIReviews of kayali.com

My boyfriend had ordered me the 100ml of the yum boujee marshmallow. Waited two weeks just for them to send me a 50ml. I contacted the company right away and they let me know to send it back and they’ll send me the 100ml the moment they got this one. So I did and I let them know that I sent the package back, just for them to be like, “do you have a picture of the usps receipt.” Which first of all, it would’ve been helpful to know that I needed the usps receipt upon me sending out the package. I’ve been emailing them since December 15th… it’s now January 18th and I still don’t have the 100ml. They keep responding that they are still working on it, etc. Nothing. Nothing at all. I don’t get why they won’t send me another one. I don’t think they realize that I’m not gonna keep the 50ml when my boyfriend literally paid for the 100ml. Truly just very very upsetting to wait so long considering Kayali is such a big known company.

Made an order directly from Kayali for my partner and the product never arrived, it did get shipped and then suddenly received an email saying to contact seller. I decided to call up YODEL as they were meant to deliver and the. Informed me the product was damaged, said the have informed the seller and I should also contact the seller. I sent them an email, no reply, the closed the report and no refund - to make things more odd is they didn’t include any information at all regarding this incident, they just closed the report without any information provided. I’ve waited almost two weeks now and still no response from their team, I gave them time to see if they will respond but nothing. How can I spend almost £100 and nothing. This feels more like theft than anything. What’s more odd is that there is no contact telephone number for them here in the UK. All my 20 thousand followers on IG will be seeing this as I will post on all my socials about this. This is unacceptable behaviour it’s not the way to treat your customers, especially a first time buyer.

I ordered from their store in part because a free mini was advertised with purchase, which I did not receive. When I contacted customer service, I was told it could not be sent because it was a free item, despite being promoted as part of the order-. I was also told I would need to make another purchase if I wanted to try it. Sampling fragrances is something I genuinely look forward to, and this was disappointing. The situation was handled in a way that made me feel dismissed rather than valued as a customer. UPDATE AFTER COMPANY CONTACT (1/20/2026) After posting my review, Kayali asked me to reach out so they could make things right. I did and provided the requested information. However their response was the same as before- telling me to place another order to receive what I was promised with the last order. I was disappointed that they asked me to spend additional time only to repeat the exact same experience that I wrote about.

I am updating my review as this issue remains unresolved. I ordered a Kayali perfume duo set, but when the parcel arrived it contained only a sample box. The enclosed dispatch note clearly showed “0” next to the perfume set, confirming that the item was not included at dispatch. I contacted customer support immediately and sent multiple emails, providing photographs of the parcel, contents, and dispatch note. Despite this, I received no meaningful response. After leaving my original Trustpilot review, Kayali replied publicly asking me to email Customer Care again, using “Trustpilot” in the subject line. I followed these instructions exactly. On 31/12/2025, I received an automated response stating that a member of the Customer Care team would be in touch. Since then, I have received no further communication, no replacement, and no refund. As this purchase was intended as a Christmas gift for my granddaughter, and with no resolution forthcoming, I was forced to purchase another bottle costing almost £100 to avoid disappointing her. I remain out of pocket. This issue is not a delivery delay, but a missing item that was never included in the parcel. The continued lack of communication and failure to resolve this matter is unacceptable, particularly from a premium-priced brand.

UPDATE: The company asked me to reach out and when I did they just merged and closed my tickets. I placed an order and it was not delivered. The yodel courier delivered it to a random place and the proof of delivery photo just shows that its at an office.No response of a refund or replacement, really bad customer service and no reply from them either. Would never recommend this company and I cannot recommend the perfume because I never received it! Awful company, never shop here!

Overpriced and overrated perfumes. Barely smells like anything. Way overpriced for the quality

Placed my order Dec 18th for Christmas.. today is the 31st.. it was delivered and hour away.. No return emails and no contact number.. Very Poor Customer Service..

I’m disappointed with my experience ordering from Kayali. My order (KYUS-49907) was marked as delivered, I’m disappointed with my experience ordering from Kayali. My order (KYUS-49907) was marked as delivered, but I never received the package. I contacted customer service promptly and provided all requested information, expecting either a replacement or a refund. Unfortunately, my refund request was denied despite the fact that the order was never received. There was no additional proof provided that the package was actually delivered to me, and I was left responsible for the cost of an item I never got. I enjoy Kayali’s fragrances, but the lack of resolution in this situation was frustrating. I would recommend that the company reconsider how they handle lost or misdelivered packages, as customers should not be left out of pocket for items they never receive. I never received the package. I contacted customer service promptly and provided all requested information, expecting either a replacement or a refund. Unfortunately, my refund request was denied despite the fact that the order was never received. There was no additional proof provided that the package was actually delivered to me, and I was left responsible for the cost of an item I never got. I enjoy Kayali’s fragrances, but the lack of resolution in this situation was frustrating. I would recommend that the company reconsider how they handle lost or misdelivered packages, as customers should not be left out of pocket for items they never receive. To avoid the headache, I would shop at Sephora from now on