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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I still haven't received my order and it was expected Wednesday 30th
Response from KAYALIOct 5, 2026
Hello Aisling,
Thank you for reaching out, and we are sorry for the wait. We are happy to let you know that, according to DHL tracking, your order was delivered today. Orders to Australia are delivered within 7 working days, and yours arrived within that timeframe.
We hope you enjoy your KAYALI fragrances. If there is anything else we can help with, please don't hesitate to reach out.
With love,
KAYALI Customer Care Team
WN
Whitney N.
I never heard anything back about my…
I never heard anything back about my complaint lol. I would give zero stars if I could. Never received my package.
Response from KAYALIOct 5, 2026
Hello Whitney,
Thank you for sharing your feedback. We sincerely apologize for the experience.
To follow up on your case, we kindly ask you to share with us by email to [email protected] your full name, email address, order number, and case description, using the subject line "Trustpilot." Our Customer Care team will review it and assist you as quickly as possible.
We appreciate your patience and for bringing this to our attention.
With Love,
KAYALI Customer Care Team
VC
Veronica C.
Customer Service Nightmare
I need to start by saying that I NEVER leave reviews. This experience has been so terrible that I feel compelled to share it.
On August 25 at 3:21 PM PST, I placed an order for the pre-sale Yum Boujee Marshmallow Set, which included the gloss, pouch, cream, and perfume. Just two minutes later, at 3:23 PM PST, I contacted customer service to cancel the order after reviewing the ingredients and realizing that they would trigger my migraines.
I was told that my order was already “in the process of shipping” and that cancellations were not guaranteed. However, the Kayali website specifically stated that the order contained pre-sale items and would not ship until after August 28. In fact, my order did not ship until August 31—six days after I requested the cancellation.
On August 31, to my surprise, I received an email stating that they could not cancel my order because it had already shipped. They had six days to cancel my order, but failed to do so. That same day, I replied to the customer service representative and requested a return label so I could send the products back as soon as it arrives, as I cannot use them due to a health risk. I did not receive a response until September 2, when I was told that I could not return the products because of their return policy.
Given that I requested cancellation just two minutes after placing the order, that the items were clearly identified as pre-sale, and that the order did not actually ship until six days later, I find the handling of this situation extremely concerning and, quite frankly, an unethical business practice.
My request was based on a legitimate health concern, and I should not have had to disclose personal medical information to receive a reasonable resolution for pre-sale items that had not yet shipped. This order should have been canceled when I requested it.
It is now September 8, and I still have not heard a peep from them. I will NEVER purchase another Kayali product as long as I live. Not from Kayali or any of their retailers. NEVER AGAIN.
Response from KAYALISep 9, 2026
Hello Veronica,
Thank you for taking the time to share this, and we sincerely apologize for the frustration and delay you have experienced. We completely understand your concern, especially given the health-related reasons behind your request.
We would like to clarify that for pre-sale orders, items are released to our warehouse ahead of time for processing, even though shipping occurs later. This meant that by the time your cancellation request came through, the order was already in motion on our end and could not be stopped, even though the shipment itself went out at a later date.
However, we want to let you know that our Customer Care team has already emailed you directly to initiate the return for your order.
We appreciate your patience and for bringing this to our attention. Your feedback matters to us, and we will be sure it is shared with the relevant teams internally.
With Love,
KAYALI Customer Care Team
OR
OR
Generic Responses, No Real Support
I was very disappointed with Kayali's customer support. I contacted them with a specific question, but received essentially the same response three times, only slightly reworded each time. It was obvious that these were generic, pre-written replies rather than a genuine attempt to address my concern.
Unfortunately, the responses provided no useful information and did not answer my question. The overall impression was that the goal was simply to close the inquiry and move on, rather than help the customer. This experience left me feeling ignored and frustrated.
Edit: I did respond twice to the e-mail and get the same generic nonsense.
Response from KAYALISep 9, 2026
Hello,
Thank you for sharing your feedback. We sincerely apologize for the experience.
Please note that all our automated responses include a note that if the reply didn't address your issue, you can simply respond to the same email and our team will assist you further.
As we don't have your contact details, please email us at [email protected] with your full name, email address, order number, and case description, using the subject line "Trustpilot." Our Customer Care team will review your case and assist you as quickly as possible.
We appreciate your patience and for bringing this to our attention.
With Love,
KAYALI Customer Care Team
HA
Hara
Worst customer service ever
Worst customer service ever. I reached out to them several times about doing an address change for my package. They said there was nothing they could do… I then corrected the address myself with UPS. I then got a reply from them that they requested a return to sender. Never ordering from here again. Customer service is garbage.
Response from KAYALISep 4, 2026
Hello Hara,
We are sorry to hear about your experience. Unfortunately, once an order has been shipped, we are unable to make address changes directly from our side. This is why the order was subsequently requested for return.
Our Customer Service team are reviewing the current shipment status with the carrier and provide you with an update as soon as possible.
We sincerely apologize for the inconvenience and appreciate your patience while we look into this for you.
With Love,
KAYALI Customer Care Team
LV
Lynne V.
Didn't receive nothing or date
Didn't receive nothing or date
Response from KAYALISep 2, 2026
Hello Lynne,
We are sorry for the delay and any inconvenience caused. As this was a pre-order, shipments for all pre-orders started on August 28 and we are happy to confirm that your order has now been shipped and is currently in transit.
Thank you for your patience and we hope your KAYALI YUM order reaches you very soon!
With Love,
KAYALI Customer Care Team
FM
Fernando M.
Pre Orders are a joke and insulting
I pre order your product, to surprise my GF. It releases in stores on the 27th. Yet you still haven’t shipped. What a joke.
Response from KAYALISep 2, 2026
Hello Fernando,
We are sorry for the delay and any inconvenience caused. As this was a pre-order, shipments for all pre-orders started on August 28 and we are happy to confirm that your order has been delivered yesterday.
Thank you for your patience and we hope you loved your KAYALI YUM order!
With Love,
KAYALI Customer Care Team
AN
Antoinette
I haven’t received my package to date.
I haven’t received my package to date.
Response from KAYALISep 2, 2026
Hello Antoinette,
We are sorry for the delay and any inconvenience caused. As this was a pre-order, shipments for all pre-orders started on August 28 and we are happy to confirm that your order has been delivered yesterday.
Thank you for your patience and we hope you loved your KAYALI YUM order!
With Love,
KAYALI Customer Care Team
