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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I still haven’t received my order yet, it’s been 12 days. Now it looks like UPS is saying it’s lost. I guess I have to wait to see if they find it- not sure if I should order again at this point.
Response from KAYALIOct 26, 2026
Hello Emma,
Thank you for reaching out, and we are truly sorry to hear that your order hasn't arrived yet.
Please don't worry, and there's no need to place a new order just yet. Our team will be contacting you directly to look into this with UPS and make sure it's resolved for you as quickly as possible.
Thank you for your patience and understanding.
With love,
KAYALI Customer Care Team
CU
customer
Can’t understand why you award discount…
Can’t understand why you award discount codes and not allowing them to be used until a subsequent purchase
Response from KAYALIOct 22, 2026
Hello,
Thank you for sharing your feedback, and we’re sorry for any confusion.
Our Welcome discount code can be used on your first order when you subscribe to our newsletter before placing it, as clearly mentioned on our FAQ page. If the subscription was missed at the time of purchase, the code unfortunately can’t be applied retroactively. The good news is that your code is still valid and can be used on your next purchase!
If you have any questions, our team will be happy to help.
With Love,
KAYALI Customer Care Team
JW
Jackie W.
I’m disappointed by the lack of…
I’m disappointed by the lack of customer service. I purchased my fragrances around 10 p.m., and by midnight, they were 30% off. I emailed customer support to ask if the discount could be honored, but more than two weeks later, I still haven’t received a response.
I love the scent, but even if the answer is no, I would appreciate the courtesy of a reply. I’m especially surprised to receive a review request when my previous email remains unanswered. I followed the company’s instructions for contacting customer service, and it was ignored.
Response from KAYALIOct 21, 2026
Hello Jackie,
Thank you for taking the time to share your feedback, and we are happy to hear you love your KAYALI scent.
We are sorry for any confusion with your earlier request. It looks like you received an automated response, and since we didn’t hear back, the ticket was closed automatically.
Regarding your request, we completely understand the disappointment of seeing a promotion shortly after placing your order. Unfortunately, as the offer was launched after your purchase was completed, we are unable to apply it retroactively.
We hope you understand, and we’d love for you to enjoy future offers with us. Be sure to subscribe to our newsletter and stay tuned, as more exciting offers are coming soon!
Thank you so much for your patience and understanding.
With love,
KAYALI Customer Care Team
HE
HEA
Disappointed
I love the fragrances, but Kayali’s customer service is incredibly rigid and disappointing for a luxury brand. I placed a large order for full-size bottles less than a minute after registering my membership. Because of a tiny system lag, the membership discount didn't apply automatically. When I reached out immediately for a simple price adjustment, support completely denied my request. Forcing a customer to pay a higher price due to a 60-second timing technicality is poor business practice. I will be purchasing my Kayali fragrances from Sephora moving forward, where customer care is actually accommodating
Response from KAYALIOct 21, 2026
Hello
Thank you for the KAYALI love, and please accept our sincere apologies for any inconvenience and frustration this has caused.
As mentioned in our FAQ, the WELCOME 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 is not fully completed prior to checkout, the system will automatically remove the code, and unfortunately, we’re unable to add it once the order has been placed.
The good news is that the code remains valid for a single use per customer, so if it was not successfully redeemed, you’re still welcome to apply it to a future order.
We truly value your feedback and will be sharing it with our team. We sincerely appreciate your understanding.
With love,
KAYALI Customer Care Team
DA
Danielle
It’s been a week since I’ve placed my…
It’s been a week since I’ve placed my order, 7 full days and they still haven’t shipped my order :(
Response from KAYALIOct 21, 2026
Hello Danielle,
Thank you for the KAYALI love, and we are truly sorry to hear your order hasn’t shipped yet.
We’d love to look into this for you right away. Please send your order details to [email protected] with the subject line “Trustpilot,” and our Customer Care team will check the status of your order and keep you updated.
Thank you so much for your patience and understanding, and our sincere apologies for the delay.
With love,
KAYALI Customer Care Team
AB
Avalos B.
Lo siento por mi calificación
Lo siento por mi calificación, podría darle una estrella. Yo tenía tanta ilusión por esa fragancia y ahora que vi que tenia tanto descuento aproveché. Aunque dudé porque ella nunca pone tanto descuento. Pensé tal vez el lote de ese perfume les salió malo por eso lo tienen en oferta o, porque estaba de regreso. Bueno, me lancé a comprarlo y es como si rellenaron la botella de agua. Nada, ningún aroma, nada nada. Es una gran y absoluta desilusión.
Response from KAYALIOct 16, 2026
Hello Avalos,
Thank you so much for taking the time to share your feedback.
We checked our records and found only one order under your name on KAYALI.com, and that order didn’t include any discount. Could you please let us know which order and which fragrance you are referring to, or whether you may have purchased from another retailer.
Your satisfaction matters to us. Please reach out to us at [email protected] with your order number so we can review your case.
With Love,
KAYALI Customer Care Team
CA
Caroline2810
Inadequate Customer Services Support
I spent considerable time and money purchasing small sample
Sizes and 10ml sizes before buying the large bottle. Some of my 10ml purchases remained packaged as possible gifts. Fortunately, I took one on holiday and when opened the spray mechanism was faulty and there was no fragrance output.
Disappointing as my choices on holiday were limited but at least someone hadn’t received a useless present. Furthermore, on reporting to customer services, I was expected to ‘jump through numerous hoops’ to prove the issue. At least only £28 of pocket not £70 - they obviously need the money!
Response from KAYALISep 11, 2026
Hello Caroline,
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
BR
Bre
Disappointed with shipping
First and foremost I love the Kay Ali products and I’m loyal to the brand. I was super excited to pre-order on August 25th, unfortunately I still haven’t received my order. I could have just walked into my local Sephora and bought the product and received it earlier, so pre ordering didn’t work out for me, but I’m super excited for it when it does arrive.
Response from KAYALISep 8, 2026
Hello Brenda,
Thank you so much for the KAYALI Love! We are truly sorry for the delay with your YUM pre-order that's not the experience we want you to have, especially after your excitement to order early.
We are checking with our warehouse team, and your order is currently showing as in transit, with an expected delivery date of Wednesday, September 9th. We know that's still a wait, and we appreciate your patience.
If it doesn't arrive by then, please reach out to our Customer Care team via the Contact Us on KAYALI.com.
Thank you again for your patience and we can't wait for you to receive your order!
With Love,
KAYALI Customer Care Team
