Founded in 2018 by beauty entrepreneur and fragrance connoisseur Mona Kattan, KAYALI—meaning "my imagination" in Arabic—draws inspiration from Middle Eastern heritage and the art of scent layering. The brand partners with world-renowned perfumers and uses high-quality ingredients to craft cruelty-free, long-lasting fragrances. Each creation reflects a deep commitment to storytelling and craftsmanship, from the unique scent profiles to the intricately designed bottles. Powered by Mona’s global influence and passion for perfume, KAYALI has cultivated an engaged digital community of over six million followers.
KAYALI (kayali.com) has 597 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
Also known as
kayali.com
Website
kayali.com
Category
Cosmetics & Makeup
Listed on Five Star Index
2026
About these reviews
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The company replied to 100% of reviews.
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Most recent review: October 2026.
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The shipping took a long time. I was hoping to have it shipped sooner. The packaging was okay. There was nothing special about it.
Response from KAYALIOct 6, 2026
Hello Krystle,
Thank you for reaching out, and we are sorry for the wait. Orders within the US are delivered within 7 working days, and we are happy to confirm that yours arrived within that timeframe.
During new product launches, online orders come with special exclusive gifts, and yours were included in your package. We hope you enjoy your KAYALI Yum Boujee Marshmallow | 81 Cashmere Kiss Lip Balm! If there is anything else we can help with, please don't hesitate to reach out.
With love,
KAYALI Customer Care Team
KG
Kausar G.
I feel like the formulas smell different
I feel like the formulas smell different in the variety of sizes. I purchased a mini / travel size of some of the large bottles that I have. Sad to say that I feel the perfume in those are not strong or it’s not clear from the first whiff which perfume this is.
Response from KAYALIOct 6, 2026
Hello Kausar,
Thank you for sharing your feedback, and we are sorry to hear that the travel sizes didn't feel the same as your full size bottles. We use the same fragrance formula across all our sizes, but smaller atomizers release less fragrance per spray, so the scent can come across lighter or less distinct at first. An extra spray or two usually brings it closer to what you are used to.
We appreciate your feedback and hope you continue to enjoy our fragrances!
With Love,
KAYALI Customer Care Team
LH
Lesli H.
ZERO customer service
It pains me to submit this because I have been a loyal Kayali fan. This is my third large bottle purchase since 12/2025 (as well as multiple travel sizes and other scents)but first time purchasing directly from Kayali.com.
I submitted a request about a defective product 9/17/2026 and received an email requesting additional information be provided by replying to my confirmation email. I replied with the required information and attachments but have received no communication confirming receipt and what I am supposed to do next.I resubmitted a ticket on your website answering all of the questions you previously requested and attached the proof of purchase (in two different forms) and the requested video (which can't show the defective smell of this product but can show the color). I also submitted all of the same information and attached the files via a facebook message.
Am I supposed to initiate the return now or wait to be contacted about the issue?
Below is what I included (less the attached files since this platform doesn't permit it) in the reply email as requested, TWICE, and in the second customer contact submission, and on facebook via message. That's four submissions.
Hello,
Please find all the requested information as stated in your email below and review the attachments as requested.
1.Which KAYALI fragrance or product you used: KAYALI Vanilla 28 EDP 100ml
2.Proof of purchase (receipt or order confirmation): SEE ATTACHED FILE
3.A clear video showing the issue from different angles: SEE ATTACHED VIDEO LINK AT THE END OF THIS LIST (Control + Click to link to shared one drive)
4.A brief description of the problem: Fragrance smells bad, rancid, vinegary
5.Purchase date: 09/11/2026
6.Name of the retailer or online store: KAYALI.COM
7.Country of purchase: United States
8.Batch code found at the bottom of the product: 802161
UPDATE: Received email 9/20/2026 stating 'your case has been escalated to the concerned team for further review and investigation.'
I will update this review with Kayali's response/actions when available.
UPDATE: Received email 9/21/2026 stating 'To allow our team to further investigate the issue, we kindly ask that you return the item to us for assessment, in line with our policy on KAYALI.com.'
I shpped the item and samples back on 9/21/2026 with original packaging and used the included return label.
UPDATE: Kayali emailed requesting tracking numbers, which I provided. I received a reply stating that they would follow up with their warehouse and process a replacement accordingly once received.
UPDATE: Kayali return received 9/25/2026. Awaiting communication regarding my replacement item.
k/Reception/Mail Room
9438 5361 0554 3000 1458 02 Delivered
Note: DI not available for this package.
Scan History
Sep 25
12:05 pm
Delivered, Front Desk/Reception/Mail Room
BURLINGTON, NJ 08016
UPDATE: Received replacement bottle on 10/05/2026 from a different batch code 836452 (could be S36452). The initial few sprays after priming smell as should be with no rancid, vinegary, or alcohol scents detected. After a period of time to macerate, I expect the vanilla will deepen and the smell will be as expected from this product. I raised the rating to 3 because a replacement was provided but will not purchase directly from Kayali again. The poorest and most ridiculous process to contact customer service I have experienced -- and the overall return policy is inadequate, overall. Sephora is a much safer bet for U.S. customers, and you can rely on a responsive customer service in a timely manner.
Response from KAYALISep 21, 2026
Hello Lesli,
Thank you for your loyalty to KAYALI, and we sincerely apologize for the inconvenience this experience has caused you, especially given that Vanilla | 28 is one of our best-selling fragrances.
We can confirm that our Quality Team is actively looking into your case and we will follow up with you directly via email within the next 24 hours. Please keep an eye on your inbox for our response.
Please rest assured that our team is investigating your case and we are working to resolve this for you as quickly as possible. Your satisfaction is important to us.
If you need anything further in the meantime, please don't hesitate to reach out to us.
Thank you again for your patience and for being a loyal KAYALI customer.
With Love,
KAYALI Customer Care Team
LC
Lonja C.
Not bad just thought it would have…
Not bad just thought it would have vanilla notes but it’s not bad
Response from KAYALIAug 3, 2026
Hello Lonja,
Thank you for taking the time to share your feedback.
We are sorry to hear that the fragrance was not exactly what you expected. Each KAYALI scent is carefully crafted with a unique blend of notes, and we understand that fragrance preferences can be very personal. We hope you discover another KAYALI fragrance that perfectly matches your taste.
Thank you for being part of the KAYALI community.
With Love,
KAYALI Customer Care Team
TM
Tyrene M.
Although perfume.
Although perfume.. marshmallow smells fabulous, my package was delayed and took forever to get to me.
Response from KAYALIJul 23, 2026
Hello Tyrene,
Thank you for your lovely feedback about Yum Boujee Marshmallow | 81! We are so happy to hear you are enjoying the fragrance.
We are sincerely sorry that your order took longer than you expected to arrive. We understand how exciting it is to receive a new fragrance, and we truly appreciate your patience.
For orders shipped within the United States, our estimated delivery timeframe is up to 6 working days, as outlined in our FAQ. While your order was delivered within this estimated timeframe, we completely understand that the wait may have felt longer than anticipated, and we are sorry for any disappointment this may have caused.
Thank you again for taking the time to share your experience and for choosing KAYALI.
With Love,
KAYALI Customer Care Team
TP
Taina P.
The person who delivered that package…
The person who delivered that package delivered to across the street not the address I put a family member had to go pick it up cuz luckily my mom’s uncle lives in that building . They didn’t put the apt# on the package somehow.
Response from KAYALIJul 2, 2026
Hello Taina,
Thank you for taking the time to share your feedback. We are very sorry to hear about the delivery issue you experienced.
We are glad that your package was ultimately recovered, but we recognize that it should have been delivered correctly in the first place. We take feedback like this seriously and will share it with our shipping partners for review.
If you need any further assistance or would like us to look into the delivery details, please don't hesitate to contact our Customer Care team. We appreciate your support and the opportunity to improve your experience.
Kind Regards,
KAYALI Customer Care Team
DF
Danette F.
Love the smell but it came broken
Love the smell but it came broken
Response from KAYALIApr 9, 2026
Hello Danette,
Thank you for your review! We are so glad you love the fragrance.
We are very sorry to hear that your item arrived broken. To help us resolve this matter as quickly as possible, please email us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance.
We appreciate your patience while we look into this matter.
With love,
KAYALI Customer Care Team
AK
Asma K.
Nice Fragrance,But Didn’t Wow Me
I had very high expectations from Kayali because of all the positive reviews and the brand’s reputation. The fragrance is pleasant and clearly well crafted, but it didn’t impress me as much as I hoped. It’s a nice scent, just not something that really stood out or felt special on me. Still a good perfume, but personally it didn’t quite live up to my expectations.
Response from KAYALIMar 6, 2026
Hello,
Thank you for taking the time to share your experience with us. We’re truly sorry to hear that the fragrance didn’t meet your expectations, and we really appreciate your honest feedback.
At KAYALI, we know that fragrance is very personal, and what feels perfect for one person may not resonate the same way with another. If you’d like, we recommend trying our Discovery Set, which allows you to explore a range of scents and find the one that truly suits your preferences.
With Love,
KAYALI Customer Care Team
