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
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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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I received my perfume and it's…
I received my perfume and it's everything and more.
January 7, 2026
Unprompted review
Reply from KAYALI
Hello Latrice,
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
Kayali Girl
I love the website. Offers the full range of Kayali products. Very easy to navigate. Also gorgeous optics.
October 22, 2025
Reply from KAYALI
Hello Treece,
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
Very fast shipping and I love the scent…
Very fast shipping and I love the scent ! Thank you Kayali💓
December 25, 2025
Reply from KAYALI
Hello Lea,
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
POOR NON CUSTOMER SERVICE
Placed my order Dec 18th for Christmas.. today is the 31st.. it was delivered and hour away.. No return emails and no contact number.. Very Poor Customer Service..
December 18, 2025
Unprompted review
Reply from KAYALI
Hello Shawn,
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 promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
I’m disappointed with my experience…
I’m disappointed with my experience ordering from Kayali.
My order (KYUS-49907) was marked as delivered, I’m disappointed with my experience ordering from Kayali.
My order (KYUS-49907) was marked as delivered, but I never received the package. I contacted customer service promptly and provided all requested information, expecting either a replacement or a refund.
Unfortunately, my refund request was denied despite the fact that the order was never received. There was no additional proof provided that the package was actually delivered to me, and I was left responsible for the cost of an item I never got.
I enjoy Kayali’s fragrances, but the lack of resolution in this situation was frustrating. I would recommend that the company reconsider how they handle lost or misdelivered packages, as customers should not be left out of pocket for items they never receive. I never received the package. I contacted customer service promptly and provided all requested information, expecting either a replacement or a refund.
Unfortunately, my refund request was denied despite the fact that the order was never received. There was no additional proof provided that the package was actually delivered to me, and I was left responsible for the cost of an item I never got.
I enjoy Kayali’s fragrances, but the lack of resolution in this situation was frustrating. I would recommend that the company reconsider how they handle lost or misdelivered packages, as customers should not be left out of pocket for items they never receive. To avoid the headache, I would shop at Sephora from now on
December 31, 2025
Unprompted review
Reply from KAYALI
Hello Kim,
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 promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
Do not order directly from KAYALI
I ordered 2 bottles of perfume - same size 100ml bottles - only one was packaged in the box with shipping receipt stating two were in box. After a few emails and showing pictures of the box and its contents, they said it was a UPS issue - insinuating the shipping company took the perfume. All in all, I’m out money and perfume.
December 28, 2025
Unprompted review
Reply from KAYALI
Hello Kate,
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 promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
Do not order
I paid £110 for a bottle of musk 12 excited that it was re-released again however when I received the bottle it was damaged and leaking out at the top of the atomiser with picture of it bring bent. The spray is bent when I contact the customer service all they replied was that they could not give me a refund or investigate because it was past 14 days this is against the law as you sold me a faulty product and all faulty products regardless of proof of purchase or not as I did not keep the email order confirmation should be replaced or refunded very disappointed will stick to luxury brands like Chanel I will not buy from kayali again!
December 22, 2025
Unprompted review
Reply from KAYALI
Hello,
Thank you for taking the time to share your experience, and we are truly sorry to hear about the condition in which your Musk 12 arrived. This is certainly not the experience we want for our customers, especially for a fragrance you were excited to receive. We sincerely apologize for the leakage you described.
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 Love,
KAYALI Customer Care Team
I recently purchased the Kayali…
I recently purchased the Kayali Marshmallow fragrance and I’m genuinely impressed. The scent is sweet without being overpowering, with a soft, creamy marshmallow note that feels cozy and feminine. It layers beautifully with other perfumes but is also lovely on its own.
The longevity surprised me — it lasted several hours on my skin and even longer on clothing. I also love the packaging; it feels luxurious and well thought out. Overall, this has quickly become one of my go-to fragrances, especially for everyday wear. I’d definitely consider purchasing another Kayali scent in the future.
December 14, 2025
Unprompted review
Reply from KAYALI
Hello Stephany,
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
Absolutely awful customer service
Absolutely awful customer service! Placed an order 30th November , I’ve contacted them twice to find out expected delivery timescale and I’m getting nowhere. I’ve now requested that they cancel and refund but I’m not expecting a quick response.
Avoid avoid avoid
December 18, 2025
Unprompted review
Reply from KAYALI
Hello Jacqueline George,
Thank you for sharing your feedback. We sincerely apologize for the delays and lack of updates on your order. This is not the level of service we aim to provide. Your order was placed during a high volume period, which unfortunately caused slower processing and response times. We understand how frustrating this must be and truly regret the inconvenience.
To help us resolve this promptly, 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 assist you as quickly as possible.
We appreciate your patience and for bringing this to our attention.
Kind regards,
KAYALI Customer Care Team
Love my new KAYALI fragrance
Bought last week the new freedom Santal and fall in love at first spray. I waited a bit for shipping but I’m so happy with the fragrance.
December 12, 2025
Unprompted review
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. 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
I love Kayali perfumes
I love Kayali perfumes! The scents are rich, luxurious, and totally unique – unlike anything I’ve tried before. My favorite is Vanilla | 28,
And the longevity is fantastic and I have had so many compliments whenever I wear it!
Delivery was quick and the packaging was beautiful and elegant. Customer service was also helpful when I had a question about scent notes. Highly recommend Kayali to anyone❤️
December 14, 2025
Unprompted review
Reply from KAYALI
Hello Georges Elias,
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
Always amazing
Always such a good perfume. I bought musk, vanilla, and one of the new freedom perfumes. The vanilla an musk were amazing for me, but the freedom santal was a bit too strong for my taste. Smells great but it was overpowering.
December 2, 2025
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. 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
Not convinced they are not a SCAM
Appalling service.
Similar to previous reviewers. Placed an order on the 21st Nov they took the payment and now nothing.
No updates to status or indication that the order has been delayed. Sadly they provide very few ways to contact them and so far all my attempts have received no reply....
....actually one did get an update. They merged them but provided no update or response to the issue in any way.
I would say avoid and spend your money elsewhere.
My last request is to pretty much cancel my order and if they fail to respond i'll attempt to claim the money back from my credit card.
November 21, 2025
Unprompted review
Reply from KAYALI
Hello,
Thank you for sharing your feedback. We sincerely apologize for the delays and lack of updates on your order. This is not the level of service we aim to provide. Your order was placed during a high volume period, which unfortunately caused slower processing and response times. We understand how frustrating this must be and truly regret the inconvenience.
To help us resolve this promptly, 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 assist you as quickly as possible.
We appreciate your patience and for bringing this to our attention.
Kind regards,
KAYALI Customer Care Team
Items aren't shipped to customers
I ordered an item on Nov 30th and it hasn't arrived nor been shipped. There is no customer service number and on email they don't respond or let you know if your item will ever arrive. Buy from a company that actually sends your perfume to you
December 15, 2025
Unprompted review
Reply from KAYALI
Hello Al,
Thank you for taking the time to share your experience. We’re truly sorry for the delay and for the lack of updates, this isn’t the standard of service we aim to provide. Orders placed during peak periods can sometimes take longer to process, but we understand how frustrating it is to feel left without clear communication, and we sincerely apologize.
To help us resolve this promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
Terrible company with awful customer…
Terrible company with awful customer service. I ordered fragrances from this company and spent over $150.00. I received a package that was devoid of any fragrances. I contacted them and was told to open an investigation with USPS. I went to the post office and was told there were two other pending shipments. The post office stated they could not open an investigation because it appeared kayali did not ship the fragrances. I conveyed this information to kayali and also included the two additional tracking numbers. Kayali responded that I would need to file a complaint with the post office. These people are scammers. It's truly disgusting how these companies stay in business.
November 28, 2025
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 promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
The Marrakesh in a Bottle
The Marrakesh in a Bottle fragrance is out of this world. So happy with my purchase.
November 24, 2025
Reply from KAYALI
Hello Amale Dagher,
Thank you for your lovely feedback. We’re so happy to hear you’re enjoying Marrakesh in a Bottle and that it made such a strong impression.
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
Bad team and weak Arabic smells.
They really are bad at making perfumes that last or have any strength. Even worse is their customer service. I don’t ever buy anything from Canada and I guess maybe that’s something to do with it but Phlur is the same way and they operate out of Canada. They are very disrespectful and rude to clients. They don’t deserve my business and will never have it again.
August 2, 2025
Unprompted review
Reply from KAYALI
Hello Janelle Anderson,
Thank you for sharing your feedback. We’re sorry to hear the fragrances didn’t meet your expectations in terms of strength or longevity, and we sincerely regret that your experience with our Customer Care team felt disappointing. This is not the level of service we aim to provide.
To help us resolve this promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
Weak perfume and even worse customer support! Awful.
I wouldn’t buy another item from this company. Their customer service is so bad and their lame staff is actually rude. They are the worst and are so greedy and unprofessional. They are the most difficult people and do not care about the customers. I had purchased many bottles to try but will never buy anymore. Their products last less than 30 minutes on me for most 90+ of them and that’s being nice about it. I just see them as greedy women who I hope fail because they treat their customers like bacon.
October 4, 2025
Unprompted review
Reply from KAYALI
Hello Mark Franchese,
Thank you for sharing your feedback. We’re very sorry to hear the fragrances didn’t meet your expectations for longevity, and we truly regret that your experience with our Customer Care team felt disappointing. This is not the level of service we aim to provide.
To help us resolve this promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
ZERO communication in regard to the…
ZERO communication in regard to the shipment of my order and ZERO response to my emails requesting this info!!! Ridiculous! If you are going to do business online…get your shipping act together!! I will never order directly from them again.
December 2, 2025
Unprompted review
Reply from KAYALI
Hello Susan Goebel,
Thank you for sharing your feedback. We’re very sorry for the lack of shipment updates and for not responding to your emails, this is not the level of service we aim to provide, and we understand how frustrating this is.
To help us resolve this promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
Kayali’s customer service is the worst
Kayali’s customer service is the worst. I’ve been sending emails since early October about a refund that they have yet to issue to Klarna. Do not purchase from them directly. Purchase from Sephora but not directly from them. I’ve even sent DM’s to Mona’s IG and the Kayali IG and no one is answering or helping me out. This company just ignores their customer. Never purchasing ever again from their brand.
October 7, 2025
Unprompted review
Reply from KAYALI
Hello Mario Jasso,
Thank you for sharing your feedback. We’re very sorry to hear about the delay with your Klarna refund and the lack of responses, this is not the level of service we aim to provide, and we understand how frustrating this has been.
To help us resolve this promptly, 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 assist you as quickly as possible.
Kind regards,
KAYALI Customer Care Team
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