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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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
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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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Reply from KAYALI
Hello Joanna,
Thank you for your lovely feedback. We’re so happy to hear you’re enjoying Yum Boujee Marshmallow and that it made such a strong impression.
Kind regards,
KAYALI Customer Care Team
DO NOT BUY PERFUME ONLINE directly from…
DO NOT BUY PERFUME ONLINE directly from them.
Go to a store to be able to test it, then buy it there, don't give your money directly to them.
Everyone was raving about Musk 12 and the notes sounded like a scent I would enjoy. I knew after 2 sprays it was not the scent for me.
I contacted them to start the refund process and they are stating only if the bottle is unopened!! How is that possible when they exclusively sell it on their site and I can't test it.
They are now ignoring my emails and it has to be returned in 14 days and shipping was super slow.
November 11, 2025
Unprompted review
Reply from KAYALI
Hello Kimberlee,
Thank you for sharing your feedback. We’re sorry to hear the scent wasn’t what you expected and that the return experience has been frustrating, 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
Reply from KAYALI
Hello,
Thank you for your kind feedback. We’re so happy to hear you had a great experience and loved the fast delivery, packaging, and fragrances.
Kind regards,
KAYALI Customer Care Team
So Happy It's Back
I am overjoyed that you restocked my favorite fragrance in a large size as this has been so had to get lately. I am speaking about the Kay Ali Mush 12. I hope this will not be discontinued in the future as I know it is a very popular pick among many. Thank you!
October 25, 2025
Reply from KAYALI
Hello Donna Omata,
Thank you for your lovely feedback, we’re so happy to hear you’re enjoying Musk 12, especially in the larger size. If you’d like to explore more favorites and discover new scents, you can find the full collection on KAYALI.com.
Kind regards,
KAYALI Customer Care Team
I love the perfume
I love the perfume! Smell nice, fresh and soft. Perfect for work or just everyday wear. Shipping took a little long but it was worth the wait.
October 25, 2025
Reply from KAYALI
Hello India,
Thank you for your feedback. We’re so happy to hear you love the perfume. We also appreciate your patience with the longer delivery time, thank you for waiting with us.
Kind regards,
KAYALI Customer Care Team
Can’t wait to review for channel!!
Amazing variety!! Amazing scents!!! I truly wish I had more to talk about since I pretty much ordered the samples. Hope to save up more money, buy more and review on my TikTok channel - @imjustspraying
<3
October 22, 2025
Reply from KAYALI
Hello Charles Lafontant,
Thank you for your excitement and for sharing your feedback. We’re so happy you enjoyed the variety and scents, and we truly appreciate your support.
Kind regards,
KAYALI Customer Care Team
Fast shipping
Fast shipping. Amazing experience. Im wearing my perfume right now. Thank you for bringing back musk 12.
October 22, 2025
Reply from KAYALI
Hello,
Thank you for your feedback. We’re so happy to hear you had a great experience, and that you’re enjoying your fragrance, especially Musk 12. We truly appreciate your support.
Kind regards,
KAYALI Customer Care Team
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