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
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The company replied to 100% of reviews.
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Most recent review: October 2026.
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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
KP
Kalea P.
It said my item would be shipped in 2-6…
It said my item would be shipped in 2-6 business days and It hasn’t even shipped out and there is no customer service to contact for help. These perfumes are expensive and I thought by ordering directly from the website I would get a better experience
Response from KAYALIAug 3, 2026
Hello Porter,
Thank you for taking the time to share your feedback.
Our standard delivery timeframe for US orders is 2–6 business days. Based on your order details, it is still within this timeframe and is expected to be delivered by Wednesday, August 5, at the latest.
We would also like to reassure you that our Customer Care team is always available to help. If you ever need assistance or an update on your order, you can contact us at any time by submitting a request through the Contact Us form on KAYALI.com, and our team will be happy to assist you.
We truly appreciate your feedback and hope you'll love your KAYALI fragrance when it arrives.
With Love,
KAYALI Customer Care Team
RG
Robin G.
Preorders were not shipped out until…
Preorders were not shipped out until more than a week after the release in stores. I could have gone to Sephora and purchased the perfume on the release day for $20 cheaper than the preorder price. There is zero benefit to placing a preorder from the kayali website. Customer service was unhelpful. There were zero updates on my order from July 6 to July 31. I will never be ordering from the Kayali website again.
Response from KAYALIAug 3, 2026
Hello Robin,
Thank you for taking the time to share your feedback. We are sorry to hear that your pre-order experience did not meet your expectations.
Our pre-order was designed to give customers the opportunity to reserve their fragrance along with an exclusive KAYALI.com gift that was only available through our website.
Please know that we have shared your feedback with our team as we continue working to improve our communication and the overall pre-order experience for future launches.
The good news is that your order has now been shipped and should be with you very soon. If you have any questions or if there's anything else we can assist you with, please don't hesitate to reach out to our Customer Care team and we will be more than happy to help.
We truly appreciate your patience and support, and we can't wait for you to receive and fall in love with your Boujee Kitty Caramel Milk |22.
With Love,
KAYALI Customer Care Team
MN
maysa N.
Pre order fail
No communication whatsoever preorder didn’t get shipped until a few days after it was available in store I could’ve had it by now if i waited
Response from KAYALIAug 3, 2026
Hello Maysa,
Thank you for taking the time to share your feedback. We are sorry to hear that your pre-order experience did not meet your expectations.
Our pre-order was designed to give customers the opportunity to reserve their fragrance along with an exclusive KAYALI.com gift that was only available through our website.
Please know that we have shared your feedback with our team as we continue working to improve our communication and the overall pre-order experience for future launches.
The good news is that your order has now been shipped and should be with you very soon. If you have any questions or if there's anything else we can assist you with, please don't hesitate to reach out to our Customer Care team and we will be more than happy to help.
We truly appreciate your patience and support, and we can't wait for you to receive and fall in love with your Boujee Kitty Caramel Milk |22.
With Love,
KAYALI Customer Care Team
CU
customer
Satisfaction with Kayali Ordet
Payment was successful, shipping was timely and accurate especially since this was a pre-order.
Response from KAYALIAug 19, 2026
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
TC
Tara C.
Good first time to order
I had no problem placing my first order. I ordered the Boujee Kitty Caramel Milk package deal. It came with 50ml and 10ml perfume bottles, a handbag and a compact mirror. Sad to say that handbag is not as high quality as I was expecting from Kayali. The mirror was also low quality, as it was blurry and had scratches on it compared to my Miniso compact mirror. As for the perfumes itself. It is very sweet and very gourmand. I preferably would not wear it in the summer. It does smell delicious though and it does not smell like Bianco Latte to me but other people say it does. However, I do not find the perfume to be unique or spectacular so I will not be repurchasing this fragrance.
Response from KAYALIJul 31, 2026
Hello Tara,
Thank you for taking the time to share your detailed feedback and for choosing Boujee Kitty Caramel Milk | 22.
We are happy to hear that your ordering experience went smoothly and that you enjoyed the fragrance, even if it wasn't ultimately the perfect match for your personal preferences. Fragrance is a very personal experience, and we truly appreciate you sharing your honest thoughts.
We are also sorry to hear that the complimentary handbag and compact mirror did not meet your expectations. Your feedback has been shared with our team for review as we continue to improve future collections.
Thank you again for sharing your experience with us. We hope you will discover another KAYALI fragrance in the future that becomes a favorite.
With love,
KAYALI Customer Care
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
RS
RS
Second Defective Bakhoor Burner!!!!!!!!!!!!!!!!!!
***UPDATE***
The garbage response I received from Kayali (a) completely avoids the issue presented and (b) signifies its flippant and dismissive manner with a client. It's like what I wrote was not even considered. Bottom line - the company sent me 2 defective products and 1 was the replacement for the first. I asked for a replacement and was told I could have a refund. Now I am denied both. Kayali does not value my time or consumer quality in my opinion so I had to escalate to regulatory and legal pathway. Done. Also I guess we have different versions of what the word "promptly" means because it took an act of congress to get the replacements. My emails and backup documentation started being sent to Kayali on June 23rd and it was not resolved until July 13, 2026. So prompt is also completely subjective and it was like pulling teeth to get a solution. Other consumers say the same thing. Since the company was acquired, its soul is gone. A gesture of goodwill is a joke if the original product fails. Consumers are allowed to expect a product to work as intended and when it does not, they are entitled to have the situation resolved. When a replacement fails, it's the same situation - the clock resets. Under Alberta consumer protection law, consumers are entitled to receive goods that are fit for their intended purpose and that perform as represented at the time of sale.
***Where a product is replaced because it is defective or fails to function as advertised, the replacement product remains subject to the same legal protections and obligations. A replacement does not extinguish the consumer's statutory rights if the replacement product also fails to conform to the representations made or is not of acceptable quality.***
I honestly cannot believe I have to write this negative review again. I wrote it once and posted it and then Kayali did the right thing and replaced the bakhoor burner and rose oudgasm bakhoor. That said, I have to say that I am completely disappointed in the Kayali model, client service, and quality control. There is some "veil of leadership secrecy" at Kayali where "certain teams" have to review "certain cases." The truth is the Kayali bakhoor burner is poorly made in China and both of my bakhoor burners failed on day 2 and 3. Kayali was kind enough to send me a replacement bakhoor burner but that defective unit created a fire hazard and incinerated the smoky oudgasm bakhoor because the coils created an orange fire instead of just heating up like it typically would. This ignited the bakhoor and it disappeared in less than 30 seconds. Initially after this occurred and MULTIPLE photos and videos were supplied, Kayali decided it would refund me for the bakhoor burner. I asked for a replacement since I also have almost $300 CAD of Kayali bakhoor and never received a response. If you don't have a bahkoor burner, you can't use bakhoor. So the the cart clearly is driving the horse here. I just have to say that the only positive experience has been the fact that orders ship the same day and arrive to Canada in about 3 days which is amazing since they initiate shipment in the UAE. Regardless, this is so frustrating and takes so much time and the client never winds up being the priority. I am completely disappointed in my experience and I recommend you use another brand if you are looking for a positive experience. I wound up initiating a complete chargeback with my payment processor. Also, a small word of warning for buyers that are based in Canada. Kayali does not accept any returns for orders shipped to Canada. Also, when I asked about the warranty for the bakhoor burner, I was told it was included in the user manual. It is a limited warranty. The user manual does not have a single word about a warranty. Not one word.
Response from KAYALIJul 23, 2026
Hello,
Thank you for taking the time to share your feedback.
We are truly sorry that your experience with the Bakhoor Burner did not meet your expectations.
When you first contacted us, we promptly arranged a replacement of both the Bakhoor Burner and the Bakhoor Wood Chips as a gesture of goodwill, as providing an exceptional customer experience is always our priority. Although our standard policy does not allow returns for international orders, we made an exception in your case as part of our commitment to delivering the level of quality and care that KAYALI prides itself on.
We would also like to clarify that, as the products were not returned to our facility for inspection, requesting photos and videos is a standard part of our quality assessment process for any product reported as defective. This information enables our Quality Team to thoroughly investigate the reported issue, identify the root cause, and support our ongoing commitment to product quality and continuous improvement. These requests are not intended to delay or complicate the resolution process, but rather to ensure that each case is reviewed carefully.
Following our Customer Service efforts to support you, we noted that you placed another order with KAYALI, including the purchase of another Bakhoor Burner, which we sincerely appreciate. Given the replacement we provided as a gesture of goodwill, the exception made to our standard international returns policy, the assistance from our Customer Service team, and your subsequent purchase, we were sorry to hear that your experience still did not meet your expectations.
Our goal has always been to provide the best possible resolution. We appreciate your feedback and will continue using it to improve both our products and the customer experience.
With love,
KAYALI Customer Care Team
