KAYALIFounded 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.
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Rae D.
The scent of Vanilla 28 on the Kayali website was not the same as it was when my daughter tested it in a store and they refuse to exchange it. What a waste of $160 and horrible customer service.
Response from KAYALIFeb 3, 2026
Hello Rae, Thank you for sharing your feedback. We’re truly sorry to hear about your experience. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
COLLINSISABIRYE
I miss your old packaging i was so hyped for it but my girl really loves this perfume and am happy you delivered atleast i will definitely give a 5🤗
Response from KAYALIFeb 2, 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. We look forward to bringing you more fragrances that you love and hope you continue to enjoy the KAYALI experience in the future. Kind Regards, KAYALI Customer Care Team
Mrs Karen F.
Fabulous perfume & good variety of sizes available to suit all budgets. Sample sizes are available too
Response from KAYALIFeb 2, 2026
Hello Karen, 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. We look forward to bringing you more fragrances that you love and hope you continue to enjoy the KAYALI experience in the future. Kind Regards, KAYALI Customer Care Team
Marijana P.
I ordered 2 Bakhoor Burners in Dec to use them as gifts, they were delivered on the same day, the packaging looked lovely, very personalized and I LOVE the product!
Response from KAYALIJan 27, 2026
Hello Marijana, 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. We look forward to bringing you more fragrances that you love and hope you continue to enjoy the KAYALI experience in the future. Kind Regards, KAYALI Customer Care Team
avril
I have still not received my refund and no package was delivered. I have been into kayali several of times and keep saying they will send a refund application form . I would not deal with this scam website STAY AWAY they are not genuine.
Response from KAYALIJan 26, 2026
Hello avril, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. 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. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
Amee
I purchased floral musk 12. What I received was the wrong item. I returned the incorrect item on Dec. 31st. Kayali received there product back on Jan. 5th, according to the tracking number from the post office. I have been on there website 6 times to chat with customer service only to have concerns & questions answered by AI...Definitely not a person. It is incredibly annoying and difficult. It is now Jan. 22nd and I can't get any live updates regarding my refund. Also, keep in mind they dont do exchanges, which is what I wanted considering the error was on there end to begin with. I give this whole new modern way of customer service two thumbs down!
Response from KAYALIJan 26, 2026
Hello Amee, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. 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. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
N. Ch. T.
I placed on the black friday sale my order to my P.O. Box to Germany. 1st parcel was sent back from DHL. No information came from Kayali's customer service. I have to contact them. The 2nd parcel failed also because of DHL!!! I also have to contact the customer service. They told me, DHL customs need a copy of my passport!!!! I have to send the copy to Kayali and they will going to forward them to DHL. I didn't follow this instructions because this kind of process is really strange to me! So we have today nearly the end of January 2026. They canceled my order and now I have to wait of the refund. I will going to get my money around EUR 400.- back in the next 14days. If I don't receive my money back during this time, so I will going to contact my legal protection service to get my money back.
Response from KAYALIJan 26, 2026
Hello customer, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. 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. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
JHardy
First order and so far, I'm totally unimpressed... Ordered 2x perfumes on Monday, January 12th and as of today, Tuesday, January 20th 2026, no parcel and not even an email with a tracking number. Please, where is my parcel? When will it be delivered? Why haven't I even received an email with a delivery tracking number? Ridiculous and so unprofessional. And the lack of communication from their 'customer support team' means I'll never order from Kayali again and I will actively encourage both my friends and acquaintances to AVOID this optional headache & disappointment too!! J Hardy
Response from KAYALIJan 21, 2026
Hello customer, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide. 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. Your feedback is important to us, and we appreciate you bringing this to our attention. With regards, KAYALI Customer Care Team
