Edit: I ordered a product that did not arrive through Shop. It took about a week of emails, a poor Trustpilot review , and then eventually threatening the company with the 'Verbraucherzentrale Bun... See more
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Review summary
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I was offered 20% off via a text message and it wont allow me to add it to my cart and it also said free shipping before I went in to place my order and ai didnt get free shipping.
Company replied
Earlier today, I thought I completed an order, but then got two emails stating that I still had items left in my cart. I am hoping that I didn’t order twice. I am looking forward to trying the product... See more
Company replied
Nice product but marketing is not reflective of the goods . Adverts suggest you will have two foundations and a third free or a third and fourth free but you then send a brush? I would like to attach... See more
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Company details
Written by the company
Our mission is to create easy-care, no-fuss products that let you look confident day after day. That's why we produce high-quality cosmetics for eyelashes and eyebrows. Our products have won several awards and are laboratory tested. All our products are vegan and cruelty-free. Every day we strive to improve every aspect of our brand and our customer experience.
Contact info
Germany
- luxecosmetics.de
3.4
Average
764 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I still haven't received anything
I still haven't received anything, despite paying them over $100. Customer service is unreachable, except for automatic message. They delete all of their bad reviews online.
Order LCU727850
The postal strike does not affect DHL shipping.
December 22, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Hi Alexis,
We are truly sorry to hear about your experience and apologize for the frustration caused. We take customer service seriously and understand your concerns. If you could please provide your order number, we would be happy to look into your situation and resolve it as quickly as possible. We appreciate your patience and will work hard to address any issues you’ve faced. Thank you for bringing this to our attention.
Luxe Cosmetics Team
Ridiculous delivery time & very poor customer service!!!
I ordered on 1st December and still haven’t received the order… I emailed two different email addresses on 11th December and haven’t had a response. It was meant to be a Christmas present and I ordered with plenty of time but I don’t think it’ll be here for Christmas. Very disappointed with the delivery taking so long and the complete lack of response from customer services. Not happy at all!!! Order number is #UKB1405
December 23, 2024
Reply from Luxe Cosmetics DE
Hi Emily,
We sincerely apologize for the delay with your order and the lack of response from our customer service team. We understand how important it is, especially when it's for a Christmas gift. This is not the experience we want for our customers, and we're truly sorry for the inconvenience caused.
Could you kindly provide your order number so we can investigate the status and assist you further? We'll do everything we can to resolve this promptly.
Thank you for your patience, and again, our deepest apologies.
Best regards,
Luxe Cosmetics
I'm worried this may be a scam
Just wanted to edit from my previous review which I will leave under this comment - initially, I thought it was a scam because I heard nothing back from them for weeks after payment....and after some back and forth I still went ignored. After some time (2.5 weeks I think), they had responded and refunded my money since that's what I told them I wanted since I doubted my order would ever come. Despite the refund, they said they still shipped out my order. I have yet to see that order, (it's been 3 weeks now, and it's still in some warehouse), but I'm just glad I got a response from them and mainly - the refund. I'm moving it up to 4 stars due to the refund.
Original message -
I'm worried this may be a scam, as some of my emails are being ignored and it' been over a week after placing and paying for the order. I placed an order on Dec 11, and today is Dec 21, 20204. My order is still unprocess, unfulfilled. I am just getting an automated response by some AI when I email asking if my order has been processed yet but the last email is ignored as of a few days ago. My order number is #LCU769405. My money was taken but I am worried this is a scam. I will update this review IF and when my order gets delivered.
December 20, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for sharing your concerns. I sincerely apologize for the delay and the inconvenience you’ve experienced. I understand your frustration, and I want to assure you that our team is actively working to resolve this.
Please rest assured, our customer service team will be reaching out to you as soon as possible to assist you with your order #LCU769405.
Thank you for your patience, and we appreciate your understanding.
Unprofessional, lack of response, delivery time inaccurate
Ordered on Nov 20th with delivery date of 7-10 business days. Noticed that the order was not "shipped" until Nov 27th, a whole week of waiting just for shipping...?
Fast forward, it's now been 4 weeks of waiting. I spoke with customer service and they responded once after 3 days. I asked them for another update and it's been another 2-3 days of no response.
Honestly, the wait and lack of response is unprofessional. What's worse is that they will automatically send you an email to "review" their product like 7 days later, how about sending that email when the customer actually receives their order.......
I would not recommend this shop or product simply because of the lack of customer service. Don't waste your time or money, you'll just be frustrated like all of us here waiting for our order!
12/19/24 Edit: They asked for my order # but I have already sent in numerous emails already for support, and have yet to receive a response, but one review on this site and they respond?
I did however got yet another email asking me to review the product again. What a joke of a company. I do not think posting my order number will be of help.
Edit 12/20/24: #LCU709210 is my order number, let's see what they can possibly do...
Edit 01/16/25: It's been nearly TWO months and unfortunately I have escalated the issue and requested a refund. I have emailed numerous times with very little help, and when I did receive a response it was the usual "once the package is shipped it's out of our hands!" excuse. I paid for premium shipping insurance.........
To make matter worse, I got an email yesterday saying the package finally arrived. I checked and the package is not even in the country as I am. It NEVER went through international customs. NEVER made it out of the country, and certainly NOT EVEN CLOSE to where I live.
Edit 1/23/25: I reached out saying tracking has the package delivered to the incorrect address and all I get what seemed like an automated response. If you just took the time to even READ & LOOK at the screenshot I provided, you know full well the package was not delivered to the right address. What a joke. They replied a week later and said "wait a few days" :)
Am I supposed to just keep waiting and waiting for a package that I know will NEVER arrive lol?
Luckily I already received a refund from Paypal, but this entire process was the most horrible customer service I have ever witnessed and been a part of. Completely absurd and baffling that this company still exists.
December 13, 2024
Reply from Luxe Cosmetics DE
Hi Annie,
I'm really sorry for the frustration and inconvenience you're facing with this order. I completely understand how disappointing this situation can be.
Could you please share your order number with us so that we can look into this and provide an update on the status of your order? We aim to resolve this as quickly as possible and improve your experience.
Thank you for your patience, and we appreciate your understanding!
FAKE SHIPPING NUMBERS
They sent me a FAKE SHIPPING NUMBER
This company is fake, the good reviews are 100% fake. stay away from them.
Like everybody else, they respond once and then they dissapear.
If you are having issues with them, FILE A CHARGEBACK do not let it go.
Update 2nd January 2025: these scammers never replied email but sent me messages on instagram after I left comments warning people not to get trust this company. They acted concerned and said I should wait longer for the fake package to arrive! Then completely ceased communication. DO NOT BUY ANYTHING FROM THEM.
December 17, 2024
Reply from Luxe Cosmetics DE
Hi Ive,
I'm truly sorry to hear about your experience, and I understand your frustration. This is definitely not the level of service we aim to provide, and we take concerns like yours very seriously.
To help resolve this, could you please provide your order number so that we can investigate the situation further? We want to make things right and ensure that your issue is addressed promptly.
We’re committed to delivering quality products and service, and your feedback helps us improve. Thank you for giving us the chance to address this.
I have emailed you numerous times now…
I have emailed you numerous times now regarding my order and no one seems to respond! I did not receive my order even though I was home all day. The tracking shows as delivered but I have not received the item. There is not even a photo on tracking. This is beyond a joke. Shocking company
December 10, 2024
Reply from Luxe Cosmetics DE
Hello Rebecca,
I sincerely apologize for the frustration you’ve experienced, and I completely understand your concerns.
Could you please provide your order number so that we can look into this issue and investigate further? We will work with the carrier to resolve the matter as quickly as possible.
Thank you for your patience, and we truly appreciate your understanding.
luxe cosmetics uk
Received my order today so thank you , but you would get better reviews if your email address worked and someone answered customers concerns
December 13, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback, and we’re glad to hear your order has arrived!
To ensure we can address any concerns and improve our service, could you kindly provide your order number? This will help us look into the issue with our email response times and work on improvements.
We appreciate your patience and look forward to assisting you further.
Have not received order Order…
Have not received order Order #LC173349UK
even though it states delivered 9th December , contacted customer service , still waiting for a response :( 4 days and counting grrhhhhh
December 9, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Hi Catherine,
We are truly sorry for the inconvenience you've experienced, and we understand your frustration. Please be assured that our support team will contact you as soon as possible to resolve this issue. We appreciate your patience and will do everything we can to assist you.
Thank you for bringing this to our attention.
A month of waiting for no responses, no product, no refund
Ordered on 11/15. I sent an inquiry 5 days after purchase which got a response saying they'd look into my order. They then stopped responding. I've sent multiple emails sent asking for an update for the last almost 4 weeks. When I saw my order still has not shipped as of today (12/12), I contacted my CC company to issue a chargeback and all of a sudden I was refunded by Luxe in under an hour. Really disappointing considering I was a previous customer, liked the product, and had a good experience- but I have a feeling that they over sold their stock then keep running sales to fill the orders that are already late and backed up (I get multiple emails and texts from this company every day about BOGOs and other increasingly deep discounts). I also noticed today the Luxe product review page link is now a 404 not found.
Edited to add my order number as requested: LCU701777
Also I think it's worthy of note that they are still heavily advertising on social media, & their Facebook ads have have a relatively high percentage of angry reacts. The ads appear to have lots of comments, but they're deleting them (click on the comments, show all, supposedly 50+ and there's nothing- I've noticed this multiple times now).
Edit: I got a message this morning (5/27/2026) from Trustpilot saying my review was marked by this company as being false. I wouldn't even care any more but this level of shadiness is really irritating. I just submitted a copy of my receipt from this transaction that includes the dates mentioned above. They're clearly trying to get rid of their bad reviews now.
November 13, 2024
Reply from Luxe Cosmetics DE
We’re truly sorry for the frustration you’ve experienced, and we understand your disappointment. Luxe Cosmetics strives to offer quality products and reliable service, and we deeply regret that your recent experience didn’t meet those standards.
We take these matters very seriously and are working hard to resolve them.
To investigate your specific case and help resolve this, could you kindly provide your order number?
We appreciate your feedback and hope we can make things right.
Less lifts than promised, longer delivery and delivery charges
I ordered my lash lift kits after being impressed by the advert on instagram. Buy one get one free with 5 lash lifts in a kit, free postage and 2 working day delivery! A bargain when I pay more than that for one lash lift at the salon.
However I was charged for delivery which then took 11 days. After this time Yodel then delivered my parcel to another address so I had to chase that up as well, as Yodel would not take responsibility and putting the blame on Luxe.
The kits only have 3 sets in so I got 6 rather than 10 lifts and after emailing 3 times over the course of the last 11 days I haven’t had one reply. Not even an automated acknowledgement.
I am now unsure if I trust using the product as the company is unorganised and selling products under false adverting. Not the best impression to give as a business.
I notice now that there are continually refreshed adverts on instagram which makes me wonder if they are avoiding publishing the bad reviews.
*EDIT*
I sent my order number as requested and another email because they finally seemed to show an interest in my review but unsurprisingly I have heard nothing back, clearly commented on my review to give the impression to others that they have customer service
December 12, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for sharing your feedback. We sincerely apologize for the issues you’ve experienced with your order and delivery. We take your concerns seriously, and we truly understand your frustration with the delays, incorrect delivery, and the discrepancy in the number of lash lifts provided.
We would like to investigate this matter further and make things right for you. Could you please provide your order number so we can look into the details of your order and address the missing items, as well as the delivery issues?
Please rest assured that we strive to maintain the highest standards in both product quality and customer service, and we will do everything we can to resolve this situation as quickly as possible.
Thank you for your patience and understanding. We look forward to hearing from you so we can address this promptly.
Best regards,
Luxe Cosmetics Team
Ordered almost 2 weeks ago now
Ordered almost 2 weeks ago now, still waiting on my package, have been so excited to try this product but wondering if it's a scam now..... they had a promo for the buy 1 get 3 free, when I went to buy it instead of charging me $68 for one I got charged the full 120 for 2, and haven't heard back from customer service.
December 11, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback, and we sincerely apologize for the frustration and confusion you’ve experienced. We completely understand your concern, especially with the order delay and the issue with the pricing. This is not the experience we aim to provide.
Please know that we take these matters seriously and are here to assist you. Could you please provide your order number so we can investigate both the delivery and the pricing issue? Our team will work quickly to resolve this for you.
We truly appreciate your patience and will do everything we can to make this right.
Best regards,
Luxe Cosmetics Team
My order status has been updated with…
My order status has been updated with delivered, shows it was delivered to a back porch in Northampton. I live in Milton Keynes! E mailed customer services, no response. Feels like this is a scam.
December 11, 2024
Unprompted review
Reply from Luxe Cosmetics DE
We sincerely apologize for the confusion and frustration regarding your order delivery. This is certainly not the experience we want our customers to have, and we completely understand your concern.
It seems there may have been a mistake with the delivery address, and we’re committed to resolving this for you. Could you please provide your order number so we can investigate further and ensure that we get this sorted immediately?
We appreciate your patience, and we will do everything we can to resolve this issue as quickly as possible.
Best regards,
Luxe Cosmetics Team
Never received product - very dissapointed
I ordered from here November 16 and still haven't received any products. I have reached out to customer service via email and on social media and haven't heard a thing back. I feel like I got scammed. It's unfortunate as I was really looking forward to trying this product. My order number is #LCU703657 and I am from Canada.
*update
So I finally received my order. It came through Canada Post and because of the strike it took forever to get here. That being said I found customer service very difficult to get in touch with, the only way seemed to be leaving this review. And once I was in touch with them I asked how they were shipping the product and never got a straight answer. The customer service reps were friendly, but a simple solution would have been to just let me know that the product shipping was delayed because of the Canada Post strike.
November 15, 2024
Unprompted review
Reply from Luxe Cosmetics DE
We sincerely apologize for the delay and any frustration caused. We understand your disappointment, especially after eagerly waiting for your order. This is certainly not the experience we strive to provide, and we take your concerns very seriously.
Our management team will reach out to you via email as soon as possible to resolve this matter. Please know that we are committed to ensuring that you receive your order or an appropriate resolution.
Thank you for bringing this to our attention, and we truly appreciate your patience.
Best regards,
Luxe Cosmetics Team
Trying to arrange a return for a…
Trying to arrange a return for a product, have contacted by email on 4th December still no response. The website clearly states a response will be provided in 48 hours. I've also responded to your request below on the same day and still haven't heard anything
December 4, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback, and we sincerely apologize for the delay in responding to your return request. We strive to respond to all inquiries within 48 hours, and it appears that there has been an oversight in this case. We truly understand your frustration and are committed to resolving this as quickly as possible.
Could you please provide your order number so we can review the details of your request and assist you right away? Your satisfaction is important to us, and we appreciate your patience.
Thank you,
Luxe Cosmetics Team
I gave a bad review a couple of days…
I gave a bad review a couple of days ago but I want to take that back as I received my package today!
I am very grateful and cannot wait to try out my kits!
Everything I ordered came! One luxe lash lift kit I paid for one for free! Also the eyelash tint I ordered!!
I will come back to review after using the products!
December 11, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for updating your review! We truly appreciate your understanding and are thrilled to hear that your order arrived safely. We hope you love your Luxe Lash Lift Kit and Eyelash Tint, and we can’t wait to hear about your experience once you’ve had a chance to try them out!
Thank you again for your patience and kind words. We look forward to serving you again soon!
Best regards,
Luxe Cosmetics Team
I ordered over two weeks ago and have…
I ordered over two weeks ago and have not received my order. However, today I get an email asking me to rate how I like the product, another one asking me if I want to take advantage of a special promo.
Is this a scam?
December 9, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for reaching out, and I completely understand your frustration. We sincerely apologize for the delay in receiving your order. This is certainly not the experience we aim to provide.
The emails you’ve received are automatically generated and not related to the delay in processing your order. We take customer satisfaction seriously, and we’re currently reviewing your order to ensure it is shipped out as soon as possible.
Could you please provide your order number so we can investigate this further and resolve it promptly? We genuinely value your business and are committed to making this right.
Thank you for your patience,
Luxe Cosmetics Team
Order not received
Having ordered in April and loving the product I decided to order again last week. I have not received my order this time and have not received any response to emails sent. I will be reporting this with my bank.
December 10, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for reaching out, and I’m really sorry to hear about the delay with your recent order.
I understand your frustration, especially after a positive experience with your first purchase. To assist you further, could you please provide your order number so I can investigate the issue immediately? I will make sure we look into this and get back to you as quickly as possible.
We deeply apologize for the inconvenience, and we appreciate your patience as we work to resolve this.
Best regards,
Luxe Cosmetics
Order stuck as forever ready
Placed an order over a week ago. 9 days later, still no movement in the shipping. Emailed twice for updates, no replies back. The email address is active but they only use it to send promotions :(
Update: Received after 13 days. No proper tracking. Still says order ready instead of being shipped. Courier didn't ring doorbell, just left it on the floor. Luxe never emailed back with an update. Will likely not buy from here again
December 1, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback, and we sincerely apologize for the delay and lack of communication. We understand how frustrating this can be.
Could you please share your order number? We'd like to investigate further and provide you with an update as soon as possible.
Thank you for your patience, and we look forward to resolving this.
Best regards,
Luxe Cosmetics
Been really helpful and understanding…
Been really helpful and understanding my frustration of the order being delay
December 9, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for your patience and understanding! 😊 We truly appreciate how kind you've been throughout this process. We know delays can be frustrating, and we're grateful for your continued support. 🙏
If you need any further assistance or have any questions, we’re always here to help! 💖
I have placed 2 orders with this…
I have placed 2 orders with this company and paid for priority shipping (2 day) neither of my orders have been shipped yet well over a week later, I live in the US. I emailed and was told they have a high volume of orders, that is not my problem. I paid and extra $7 on each order and the only movement that has been made is that the order is confirmed, their customer support team told me I could not cancel my order because it has been over 1 hour………. If I can’t cancel my order then you should have shipped them both on time. This is totally unreasonable for a company to take my money and then not ship my products when they say the shipping will be done. If that’s the case change the website to reflect the actual shipping time and stop taking peoples money if you cannot provide the service. If I do not have my products from my two separate orders ,LCU746895 and HS47685, before Christmas as they are gifts then I guess this complaint will be moved forward to the BBB, as I will have no other option left.
REVIEW UPDATE: 12/17/24
I have received my product, it was delivered today. I still have another order out there in limbo even though it shipped out before the one I received today. I would have to say that regardless of product quality I will not order from them again. The hassle is ridiculous. If I pay for express shipping it should be express shipped without excuses. Be wary if you decide to make an order, and be prepared for a 2-3 week delivery time frame.
November 30, 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback, and we sincerely apologize for the frustration this situation has caused. We completely understand your concern, especially with the priority shipping and the holiday season approaching.
We want to assure you that our management team is aware of your issue and will reach out to you as soon as possible to resolve this matter. Please know that we are doing everything we can to ensure our customers receive their orders in a timely manner.
We truly value your business and are committed to making this right. Thank you for your patience as we work to address your concerns.
Best regards,
Luxe Cosmetics Team
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