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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
763 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.
Experience was simple smooth and…
Experience was simple smooth and complex free. The was no fuss no hassle no pressure to buy things you didn’t want to buy
August 4, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for sharing your wonderful feedback! We are thrilled to hear that you enjoyed a straightforward, hassle-free ordering process with zero pressure. Providing a transparent, smooth experience where you feel completely comfortable is always our top priority. We truly appreciate your support and look forward to serving you again soon!
It was so easy to order after reading…
It was so easy to order after reading all the information that wasn’t told by anyone else!
August 3, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for your great feedback! We are thrilled to hear that the detailed information was helpful and gave you total confidence to place your order with ease. We always strive to provide clear, transparent details to make your experience as smooth as possible. We hope you love your purchase as soon as it arrives!
This is my second order
This is my second order, I don't mind admitting I'm 65 and it really does work, it light, none greasy and doesn't settle in age lines
August 3, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for your loyalty and for sharing such a wonderful review! We are thrilled to hear that you are on your second order and that the formula provides the lightweight, non-greasy, and smooth finish you are looking for. Knowing that our product fits your needs so well means everything to our team. Thank you truly for your continued trust in us!
How easy it was
August 3, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for your feedback! We are thrilled to hear that your experience was so smooth and easy from start to finish. Making the process as seamless as possible for you is always our top priority. We hope you love your purchase and look forward to serving you again soon!
I’ve been eyeing this for a while
I’ve been eyeing this for a while, so I’m deciding to buy it. It was easy to order online even for this 70 year-old. Hope it comes as quickly.
August 3, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for trusting us with your order! We are truly delighted to hear that you found our online checkout process smooth and easy to navigate. Our team is carefully preparing your package so it reaches you as quickly as possible. We cannot wait for you to receive and enjoy your new product!
Happy for the delivery and customer…
Happy for the delivery and customer service. Though I have not tried it yet.
July 20, 2026
Unprompted review
Reply from Luxe Cosmetics DE
We are so happy to hear that your delivery went smoothly and that you had a great experience with our team! Thank you so much for giving us a try. We truly hope you love the foundation once you get a chance to test it out—feel free to reach out if you ever need anything!
Good product but bad ordering experience and mediocre customer service.
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 Bundesverband' until they responded with a person and not an AI chatbot.
When they did get back to me, they sent me my refund and gave me the product for free, and the item I ordered works well.
So if you are willing to take a risk, the products seem to be good.
May 27, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi Savannah, I'm sorry for the inconvenience caused by the delay in your order. I know this can be stressful, and that's why I've contacted you to offer assistance with your order.
Placed order a month ago which has not…
Placed order a month ago which has not been delivered and they won’t answer the emails I have sent. Definitely would not order from them…..
May 31, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there, I’m truly sorry for the frustration this has caused you. We want to make things right, so I’ve personally sent you a message to get your details and look into exactly what happened with your order and our communication. Thank you for your patience while we fix this for you—we really appreciate you speaking up.
Very bad experience
Very bad experience. I ordered the eyelash serum and brow serum and only got the eyelash serum. I tried to contact their customer service email several times and got no answer. Very bad customer service. Don’t buy their product they will steal your money.
June 17, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there, I’m truly sorry for the frustration this has caused you. We want to make things right, so I’ve personally sent you a message to get your details and look into exactly what happened with your order and our communication. Thank you for your patience while we fix this for you—we really appreciate you speaking up.
Deceitful Customer Service.. Minus 100 Stars
Ordered 11 April, was told it was shipped 17 April .. AI responses.. human will contact in 24 -48 business hours -6 days .. item shipped end of May. .. was told I had a refund .. it never arrived .. The most atrocious and deceitful customer service .. revolting
April 11, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there, I’m truly sorry for the frustration this has caused you. We want to make things right, so I’ve personally sent you a message to get your details and look into exactly what happened with your order and our communication. Thank you for your patience while we fix this for you—we really appreciate you speaking up.
I placed an order over a month ago and…
I placed an order over a month ago and money was taken straight away and then the order has never been processed.
Have constantly been asking for a refund and getting no where and being ignored !
Do not order from these they will take your money and leave you with nothing !
May 13, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there, I’m truly sorry for the frustration this has caused you. We want to make things right, so I’ve personally sent you a message to get your details and look into exactly what happened with your order and our communication. Thank you for your patience while we fix this for you—we really appreciate you speaking up.
Would give no stars if I could
Would give no stars if I could. I ordered in February and still have not received my order. I have emailed and contacted the company on social and still nothing. I had one reply which advised me to email and now no responses. REFUND ME!
February 1, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there, I’m truly sorry for the frustration this has caused you. We want to make things right, so I’ve personally sent you a message to get your details and look into exactly what happened with your order and our communication. Thank you for your patience while we fix this for you—we really appreciate you speaking up.
Got this kit off tiktok and got a free…
Got this kit off tiktok and got a free tint set too. Was fiddly to do but bear with it. Fabulous results. Cannot comment on the company as like I say ordered off tiktok shop
May 21, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hallo!
Vielen Dank für die tolle 5-Sterne-Bewertung! Es freut uns riesig zu hören, dass Sie so fabelhafte Ergebnisse erzielt haben und von dem kostenlosen Tönungsset aus unserem TikTok Shop begeistert sind. Ein wenig Geduld am Anfang lohnt sich definitiv. Viel Freude mit den wunderschönen Ergebnissen! 💖✨
I would give 0 stars if possible
I would give 0 stars if possible. I reordered their lash kit after liking the first one so much. The “new and improved” glue doesn’t work and the lash pads don’t stick. I tried to contact them and they blocked me
Edited to reply to Luxe…I have sent four unanswered emails over the last couple of weeks. They’ve all been ignored. I commented on a Facebook post and was then blocked from social media. It seems as though the only way anyone can get a reply from you guys is by leaving their negative reviews on here
March 30, 2026
Reply from Luxe Cosmetics DE
Hi there,
We’re really sorry to hear about your experience — especially after you previously had a good result with our kit. We completely understand how frustrating this must feel.
We’d like to clarify that you should never be blocked from contacting us, and this is certainly not the experience we want to provide. It’s possible there may have been a technical issue or misunderstanding, and we sincerely apologize if it came across that way.
Regarding the updated glue and lash pads, your feedback is very important to us, and we take concerns like this seriously. We’d really appreciate the opportunity to look into this further and make things right for you.
Please reach out to us at [email/support channel] or via an alternative contact method, and we will prioritize your case to resolve this as quickly as possible.
Thank you for bringing this to our attention — we truly value your feedback.
Extremely poor customer service
Extremely poor customer service. The only responses you get are automated. If you contact them again, they tell you, you'll go to the back of the queue. Their moneybags guarantee is an absolute sham. Avoid!
March 6, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there,
We’re very sorry to hear about your experience, and we sincerely apologize for the frustration caused. This is not the level of service we aim to provide.
We understand how disappointing it must feel to receive automated responses and delays, especially when you’re trying to get support. Your feedback regarding our response system and guarantee is taken very seriously, and we will be reviewing this internally.
Please know that our “money-back guarantee” is in place to support our customers, and we would really appreciate the opportunity to make this right for you.
Could you please reach out to us again at [email/support channel] with your order details, or via an alternative contact method? We will prioritize your case and ensure it’s handled properly.
Thank you for bringing this to our attention — your feedback helps us improve.
Avoid scam!
Absolutely scam avoid avoid avoid. I've been getting nothing but scam emails from this company and tried to return this awful lash lift product and there was no communication or when there was I was going round on circles. Company states uk but items come from Hong Kong then apparently if you want to return you have to pay and send back to Germany! My bank supported me with this scam company do not use! Took from January until March to sort out! Hi in reply to your comments below you have and my details and email since January and there has been no resolution what so ever!
January 29, 2026
Unprompted review
Reply from Luxe Cosmetics DE
Hi there,
We take concerns like yours very seriously and want to ensure we fully understand what happened. We’ve requested your details so our team can investigate your order and the communication issues you experienced, and work toward a proper resolution. Your feedback is important to us, and we truly appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
Supposed to be buy 1 get 1 free
Supposed to be buy 1 get 1 free, but they only sent one set. Customer service emails never respond despite 4 attempts to contact them.
February 9, 2026
Reply from Luxe Cosmetics DE
Hi there,
Thank you for taking the time to share your experience. We completely understand how frustrating and disappointing it must have been to pay for expedited shipping, not receive your order in time, and then face delays in communication when trying to get assistance.
We take concerns like yours very seriously and want to ensure we fully understand what happened. We’ve requested your details so our team can investigate your order and the communication issues you experienced, and work toward a proper resolution. Your feedback is important to us, and we truly appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
I bought a buy one take one lash lift…
I bought a buy one take one lash lift kit plus tint from them,but when I received my order there is no lash tint at all.I took the photo and messaged them that I did not receive the lash tint and sent it to them. Took a while for a response you had to file a case on PayPal,they finally replied to my message and was promised that they will send me the missing tint at no cost but did not happened when I did followed they sent me the email that the item was delivered with tracking number {the original order minus the lash tint}.I explained to them that although it was delivered {the original order}but I did not received the order and PayPal did not help either it was useless because they did not do anything at all.PayPal is useless now too.
December 8, 2025
Reply from Luxe Cosmetics DE
Hi there,
Thank you for sharing your experience. We completely understand how frustrating it must be when an item is missing from your order and resolution feels difficult to obtain. We take feedback like yours very seriously and have requested your details so our team can carefully review your case and the concerns you’ve experienced regarding the lash tint and delivery.
Your feedback is important to us, and we truly appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
Definitely some sort of a scam
Definitely some sort of a scam. the product that arrived is in different packaging orange in color, and smells atrocious. after contacting them repeatedly and receiving no help after weeks, I called and their phone number is not inservice.
November 30, 2025
Reply from Luxe Cosmetics DE
Hi there,
Thank you for sharing your experience. We completely understand how frustrating it must be when a product doesn’t meet your expectations and communication feels difficult. We take feedback like yours very seriously and have requested your details so our team can carefully review your case and the concerns you’ve experienced regarding the product and customer service.
Your feedback is important to us, and we truly appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
It’s a scam
It’s a scam. Buy one get one free is not true. They get away with saying it’s for the first 100 people. Don’t trust anything they say or state. It’s a scam
December 30, 2025
Reply from Luxe Cosmetics DE
Hi there,
Thank you for taking the time to share your feedback. We understand how upsetting it can be when promotions or offers don’t meet expectations.
We take concerns like yours seriously and want to investigate further.
We’ve requested your details so our team can review your case and better understand what happened. We appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
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