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.
Latest
Most recent review: October 2026.
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The sample that came with my order was completely crushed. I initially threw it away as there were shards of glass. Then customer service told me I needed to send photos and videos. I dug what I could out of the trash and sent a photo but it was not enough for you. I was basically told too bad. Very poor customer service.
Response from KAYALIJul 10, 2026
Hello Lorrie,
We are very sorry to hear about your experience and understand how disappointing this must have been. This is not the level of service we strive to provide.
A member of our team will be reaching out to you shortly to review your case and work toward a resolution. We appreciate you bringing this to our attention and the opportunity to make things right.
Thank you for your patience.
With Love,
KAYALI Customer Care Team
AW
Anna W.
My product never came and I paid for it
My product never came and I paid for it
Response from KAYALIJul 6, 2026
Hello Anna,
We ae very sorry to hear about your experience and understand your disappointment regarding the delay in the delivery of your order. This is certainly not the standard of service we strive to provide.
Please note that your order is currently in transit according to the AWB tracking. Our Customer Care team will reach out to you via email with a further update after checking with our warehouse.
With Love,
KAYALI Customer Care Team
EL
Eliz
Pathetic service
Pathetic service. Perfume was good but damage. I ordered for my friend wedding to gift her I provides all the photos and videos and they jot sending replacement lol. I have only 3 days. They replied me after 1 week and then said i am lying and send them the broken item back so they can see if i am lying or not. Cuz they are blind cant see the detailed videos lol. I dont recommend buyinh from there
Response from KAYALIJun 16, 2026
Hello Eliz,
Thank you for sharing your feedback. We are 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
JJ
Jy J.
Very bad service
Very bad service. I order a set for my friend wedding and the perfume bottle was leaked and outer packaging was like dirty mouldy and they are even replying my email. Will never order from them ever again
Response from KAYALIJun 16, 2026
Hello,
Thank you for taking the time to share your feedback with us. We are sorry to hear about your experience.
Please note that customer satisfaction is extremely important to us and our Customer Care team have replied to your case in line with our internal policies as you also reached out to us via email.
Thank you for your patience and understanding.
With Love,
KAYALI Customer Care Team
KA
Karen A.
I placed an order with Kayali and never…
I placed an order with Kayali and never received the package . USPS delivered my package to a postal locker , I live in a multi family apt complex and I did not receive the item. I have opened an undelivered item case with USPS. I paid $11 for shipping .
Response from KAYALIMay 20, 2026
Hello Karen,
Thank you for the KAYALI love and for sharing your feedback. We are sorry to hear about your experience.
We would like to resolve this for you as soon as possible, and our Customer Care team will now reach out to you via email to assist you further and find a suitable solution to your case.
Please accept our apologies.
With love,
KAYALI Customer Care Team
UV
UV
I received my order but now need to…
I received my order but now need to return it as it was a gift and is no longer needed. I’m quite disappointed with the experience so far. I’ve been trying to get in touch with customer service for a week with no response, despite completing the contact form and sending multiple emails. I didn’t expect this level of communication which makes the situation even more frustrating. I’d really appreciate someone getting back to me so I can arrange the return as soon as possible.
Response from KAYALIMay 19, 2026
Hello,
Thank you for your feedback and we are sorry to hear about your experience.
We would also like to clarify that all of our automated replies include a note advising customers to reply to the same email if their issue has not been resolved, so our support team can continue assisting further. If no reply is received, no further action can be taken on the request.
Please note that our Customer Care Team has now arranged a return pickup for your parcel and has also reached out to you directly via email to update you on the return schedule.
If there is anything else we can support you with, please don’t hesitate to reach out.
With Love,
KAYALI Customer Care Team
MS
MsRie
I input the promo code for my first…
I input the promo code for my first code and somehow the pricing defaulted to regular pricing after I was charged.
I contacted customer service and they said I could use the promo code for the next order. Who said there would be a second order???!
I then asked them to cancel the order. The order was not cancelled, so I have requested to have a return mailing label sent to me 3 times since the order arrived on Monday, May 3rd 2026.
I’ve received several canned replies and not one has the return shipping label. I will not shop this brand beibg that their customer service is seriously lacking.
Update as of 05/08/2026:
I have requested for a return shipping label 13 times. I’ve received canned responses and one response on 05/06/2026 that said they would get back to my shortly with a return shipping label. Yet no one has sent a return shipping label. I will NEVER shop with Kayali based on how atrocious their customer service is. I am going to do a chargeback with my bank if I don’t get a return shipping label by this upcoming Monday, 05/11/2026.
Response from KAYALIMay 7, 2026
Hello,
Thank you for your feedback and we are sorry to hear about your experience.
Unfortunately, we were unable to locate your details or order information through your Trustpilot review, so we could not investigate the case directly. We would appreciate it if you could contact 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.
Regarding the WELCOME10 code and as mentioned in our FAQ https://kayalihelp.zendesk.com/hc/en-us/articles/39960756941713-Why-is-my-WELCOME10-code-not-working, the code is exclusively available to customers who have subscribed to our newsletter on the website from which they intend to place their order. If the subscription step is not completed before checkout, the system will automatically remove the code. The good news is that the code is valid for one time use per customer and can still be used on a future order if it was not successfully applied previously,
Regarding order cancellations, once an order reaches a certain stage of processing, cancellation or modification requests cannot always be accommodated, as we work to dispatch orders as quickly as possible. However, we do offer free returns for orders within the US, UK, and UAE.
We also want to clarify that all of our automated replies include a note at the end stating that if the issue has not been resolved, customers should reply to the same email so our support team can assist further. If no reply is received, no further action can be taken on the request.
We sincerely apologize for any frustration caused and would be happy to assist further with your case.
With Love,
KAYALI Customer Care
AN
Anissa N.
129€ for the kayali musk santal and no…
129€ for the kayali musk santal and no smell no tenue nothing! I am shoked by this stole! You have to not just promoted products if you can’t afforded the result! Sorry huda you are not true!
Response from KAYALIMay 6, 2026
Hello Anissa,
Thank you for the KAYALI love and for sharing your feedback. We are sorry to hear that your experience with our Freedom Musk Santal | 34 was disappointing. Please note that fragrance performance can vary depending on factors like skin chemistry and application, but we completely understand your concerns and appreciate you taking the time to share them.
As your purchase was made through our authorized retailer Sephora, we kindly recommend reaching out to their customer service team directly, as their team will be happy to assist you further with your case, in line with their policy.
If there is anything else we can support you with, please don’t hesitate to reach out.
With Love,
KAYALI Customer Care Team
