I had very high expectations from Kayali because of all the positive reviews and the brand’s reputation. The fragrance is pleasant and clearly well crafted, but it didn’t impress me as much as I hoped... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Quality of products and packaging felt well designed and lux. Was disappointed when what was in cart sold out though. Made two purchases in one moth, as I just discovered Kayali and I am now smitten.... See more
Company replied
Well first off your website and purchasing process is so easy to use and the perfumes always arive in a timely manner. Second everything is always packaged beautifully. Now the biggest and best part a... See more
Company replied
I got the Eden Pear 10ml but the atomizer was damaged and I reached out to customer service and they were able to refund it quickly. I also had another issue that took a little longer to resolved, but... See more
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Company details
Written by the company
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.
Contact info
United States
- customercare@kayali.com
- kayali.com
3.5
Average
155 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
So glad Musk 12 is back!!!
So glad Musk 12 is back! The perfect skin scent with beautiful dry down. Great for cosy days in the house or a cute Spring/Summer outing. Delivery was quick and I love this came as a duo set.
February 2, 2026
Reply from KAYALI
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
Reply from KAYALI
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
Reply from KAYALI
Hello Tiannae,
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
The perfume I ordered is Eden…
The perfume I ordered is Eden Sparkling Lychee. I am buying this for the second time and is a favorite. It was delivered in a timely manner. My overall experience was great!
January 29, 2026
Reply from KAYALI
Hello Teena,
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
Reply from KAYALI
Hello Khalid,
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
Shipping is ridiculous
Shipping is ridiculous. Has been stuck in the same spot for over 5 days.
February 11, 2026
Reply from KAYALI
Hello,
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.
To help us resolve this matter as quickly as possible, please email us at customercare@kayali.com 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
NON delivered goods - Breach of contract - NO refund
They never delivered the goods which I have paid for since November 2025. They claimed a costums duty, whch I also paid for, and still that chat is useless providing incorrect information. They cannot provide the service. They have not returned the funds, yet (Feb 2026) . I had to file a report to my bank. Their are a scam!
Following my initial review and Kayali's response at the review I emailed to them with all the necessary information. Their responce: IT WAS NOT THEM. They ahve never received my order, so they say. The site that I made the order stated HAYALI, it is still a valid website, and HAYALI does nothing to protect the customers. They advised me to complain to bank, which I already have (as stated at my inital review). REALLY!!!! They just brushed me off as if they have NO responsability. They allow the fraud to operate since it is not them that pays!!!!!!!!!!! They should not operate a website, they are irresponsible to their clients - at least in Europe!
February 2, 2026
Unprompted review
Reply from KAYALI
Hello,
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 customercare@kayali.com 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
SCAM WEBSITES POSING AS KAYALI
There are very sneaky scam websites that even accept PayPal for payment. I got scammed…”made a purchase,” used PayPal then after two weeks did not receive my order. On PayPal it says “Ruidaze LLC “ That should have been a tipoff right away. Luckily PayPal refunded my money immediately. But I don’t even know what website to trust anymore with them!!! They need to crack down on scam websites!!!
January 29, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you for bringing this to our attention. We’re truly sorry to hear about your experience and completely understand how concerning this must have been.
Please note that our only official website is www.kayali.com
. We strongly advise customers to place orders exclusively through this domain to ensure authenticity and secure transactions.
We take brand impersonation very seriously. Our team actively monitors and reports fraudulent domains, as well as listings and accounts on platforms such as Trustpilot, that falsely represent KAYALI. We are continuously working to have these sites removed as quickly as possible.
We’re glad to hear that PayPal was able to assist you promptly. If you ever have doubts about a website claiming to represent KAYALI, please feel free to contact us directly through our official customer care channels before making a purchase.
Thank you again for raising awareness.
Warm regards,
KAYALI Customer Care Team
Ordered a perfume for my daughters 21st…
Ordered a perfume for my daughters 21st birthday. Full in stock online. 6 days later, receive an email to let me know that my order had been cancelled as per my request. Ill make it clear here, I had not made any such request. The very same day, I received another email to let me know that the perfume ordered on my original order was now back on stock and invited me to re-order. I emailed customer services with no response. Considering the perfume is in excess of £100 per bottle, the level of professionalism from this company is shocking. I will not be purchasing from them again and if I could have given no stars, I would have. 1 star would be very generous.
February 10, 2026
Unprompted review
Reply from KAYALI
Hello Michelle,
Thank you for taking the time to share your feedback. We are truly sorry for the frustration and disappointment caused by your recent experience, especially as the order was intended for your daughter’s 21st birthday.
We would like to clarify that your order was cancelled due to stock availability and we sincerely apologize for the confusion this caused.
Additionally, when a refund is processed in our system, the item may automatically trigger a “back in stock” notification to customers who have signed up for alerts. We are reviewing this process to prevent similar situations in the future.
Please accept our sincere apologies for this experience.
Thank you again for bringing this to our attention.
With regards,
KAYALI Customer Care Team
Package got stolen- sent videos and…
Package got stolen- sent videos and police report, company would not replace my $250 order.
February 3, 2026
Reply from KAYALI
Hello,
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
They were a gift for my granddaughter…
They were a gift for my granddaughter and she just loved it.
February 2, 2026
Reply from KAYALI
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
Kayali
Kayali! What can I say? This was such a great experience! I haven’t stopped wearing my new perfumes! Please make a BIGGER version of the Freedom Matcha! I’m in LOVE!!! This was my first time purchasing from the site, usually I’m a Sephora girly, but I am going to continue purchasing from Kayali’s site. Thank you, Mona!!! I’m a forever buyer and wearer of your perfumes.
January 29, 2026
Reply from KAYALI
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
I spent over $200 on perfume
I spent over $200 on perfume. The bottle of Wedding Sental’s top is hard to get off. They said I could get a replacement when I sent it back. The post office will not accept it with the prepaid label. It’s been over a week, and I had no answer on the label situation. I have been to the post office trying to get them to accept it twice. So I have been siting with $110 bottle of perfume I can’t use.
January 26, 2026
Reply from KAYALI
Hello,
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
Arrived very quick and packed with love…
Arrived very quick and packed with love ❤️ I love this brand .
January 29, 2026
Reply from KAYALI
Hello Lina,
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
Honestly 5 stars to everyone at Kayali
Honestly 5 stars to everyone at Kayali, all my perfumes smell a 10/10 and just want everyone to know to keep up the good work!! Thank you for helping us girlies smell good all day
February 9, 2026
Unprompted review
Reply from KAYALI
Hello Maryam,
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
My perfume came with no cap
January 29, 2026
Reply from KAYALI
Hello Sahar,
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
Reply from KAYALI
Hello Feroz,
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
Reply from KAYALI
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
Shipping was fast and also smells…
Shipping was fast and also smells really really good will be purchasing more!
February 2, 2026
Reply from KAYALI
Hello Takeya,
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
The set I was most anticipating
The set I was most anticipating, 50mL + 10mL Vanilla 28 Duo, was refunded because they ran out of stock. There should be a listed amount of stock or some warning that tells customers how long a product is available or that it may get refunded.
February 2, 2026
Reply from KAYALI
Hello Nicole,
We are very sorry for the disappointment caused by the refund of the Vanilla 28 Duo. This can occasionally happen when demand is very high and an item becomes oversold before our inventory is fully updated.
Your feedback is very important to us and has been shared with our team to help prevent this in the future. We sincerely apologize for the inconvenience and appreciate your understanding.
With regards,
KAYALI Customer Care Team
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