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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.
Germany
1.9
69 reviews
Replied to 71% of negative reviews
Typically replies within 1 week
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I wish I checked here earlier. My product delivered but the quality is terrible. My eye got burned and it doesn’t do anything. I would like to return but it is also not easy I guess. Waiting for an action.
Hi, i was waiting for the kit since i wanted to use it this weekend. Your website says it will come the next day. Even better, you charge €3.95 for shipping so it arrives the next day.Obviously this is not true. Now i see that the product has been dropshipped and that it did not come from the netherlands. Also the time is not correct, theres a "forever deal" you make people think they are receiving a good deal.
Because of this i am scammed and i would like my money back.
This company and their products are a scam. I order the lash product and it took over a month for them to even ship it. I emailed customer service and tried to cancel because it would arrive too late and of course, the minute I try to cancel, it miraculously was shipped and I couldn't cancel. So it FINALLY arrives and I immediately start the return process and it was ridiculous. It took them forever to reply and then 3 emails later they finally ask for every bit of information that I had to enter to place the order: name, phone number, email, shipping address, order #, amount paid, date ordered, and a lengthy essay (j.k) explaining why I didn't want it anymore. Um...isn't it their job to have that information in their system just with an order #? Anyway, they finally respond and now I have to pay for shipping to return it to them and prove I shipped it. What a waste of my time and money. DON'T order from Luxe. Total scammers.
Reply from Luxe Cosmetics NL
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 paid extra for NEXT DAY DELIVERY. Did it arrive the next day? Of course not. 3 days later my parcel is still im CHINA. What an absolute SCAM. This company is simply dropshipping from China and charging customers extra for a service they KNOW they will not fulfil. I feel absolutely scammed. This product is the exact same as stuff being sold on aliexpress, comes from the same location, will take the same amount of time to arrive for fraction of the price
Reply from Luxe Cosmetics NL
Hi there,
Thank you for taking the time to share your experience. I’m really sorry to hear how frustrated and disappointed you’re feeling. I completely understand how upsetting it is when a delivery doesn’t arrive when you expected it to, especially after paying extra for faster shipping.
We’ve reached out privately to request a bit more information so we can look into your order and understand what happened. Once we have those details, we’ll be able to review everything properly and do our best to make this right for you.
Warm regards,
Bronoir Team
I didn’t like the product and asked for a refund per their policy and they refused.
I did what they said in the reply and still heard nothing.
Edit: They blocked my email address. Don’t shop with this company. And if you do have issues, just report them to the authorities. I did.
Reply from Luxe Cosmetics NL
Hi Alakea,
We’re sorry to hear that you were not satisfied with the product. We take refund requests seriously and want to ensure your concerns are addressed. Please reach out to our support team at support@luxecosmetics.nl with ATTN: Trustpilot Review in the subject line, and we will review your case promptly to find a suitable resolution. Thank you for bringing this to our attention.
Regards,
Customer Support Team
Luxe Cosmetics
Surprise surprise, the glue was dry. Very disappointing. I was looking forward to use the product, it even arrived in fairly decent times! Reviews on their website are immaculate of course, so I wanted to trust the brand. I tried to reach out saying that I still wanted to try the out the kit, rather than ask for a refund right away, but nobody is answering. Now, to add insult to injury, I have two kits that probably were sitting there for ages and god knows how old they are and will have to spend more money to buy a new glue tube from amazon. Deplorable and unfair, one wants to support small brands buy is getting very difficult. Let’s see which of the five template answers I will get.
Reply from Luxe Cosmetics NL
Thank you for your feedback. We're really sorry to hear about the issue with the glue and the lack of response from our customer service team. We completely understand your frustration, especially when you were excited to try the product. This is not the experience we want for our customers, and we truly apologize for the inconvenience. We appreciate you bringing this to our attention and will work on improving our communication and product quality moving forward.
Best regards,
Luxe Cosmetics
I would give 0 stars but it is not possible. I ordered almost 2 weeks ago and I got an email that my package was lost. I e-mailed customer service but no reply.I asked my money return. Definitely don't shop from this website as it is a scam! Almost everybody had similar problems and they donot publish these reviews on their social media and manipulate new customers.
My package finally arrived after several complaints. I did not get even contacted from customer service. When it comes to products, absolutely not satisfied. Eye pads donot stick at all and glue does not work. Donot waste your money.
Reply from Luxe Cosmetics NL
Hi Pinar,
Thank you for reaching out, and I sincerely apologize for the experience you’ve had.
I completely understand your frustration and disappointment, and I want to assure you that we are committed to resolving this matter for you.
We strive to respond to all inquiries as quickly as possible, but we acknowledge that delays can occur during busy periods.
To resolve this, I’ve escalated your case, and one of our team members will reach out to you via email shortly to address your concern promptly.
If there’s anything else we can do to make this right, please don’t hesitate to let us know.
Thank you for your patience and understanding.
Best regards,
Luxe Cosmetics
I received my eye lash lift set. It took a long time to arrive so delivery is a long wait. I looked through the instructions and knew wouldn’t be able to do it on myself as they say you can. It is very fiddly. I did my aunts and she did mine. I am very happy with the results my eyelashes look like I’m wearing fake lashes and never had my natural looking so long and curled.
Reply from Luxe Cosmetics NL
Hey Adriana!
Thank you so much for sharing your experience with our product! We’re absolutely thrilled to hear that it has worked well for you and that you’ve seen great results. Your feedback truly means the world to us—it’s always our goal to create products that make a real difference and hearing your positive experience reinforces that we’re on the right track.
We’re so glad to have you as part of our community, and we look forward to continuing to support you on your journey. If you ever have any other feedback, questions, or just want to share more about your experience, don’t hesitate to reach out.
Thank you once again for your trust in our brand!
Best regards,
Mila
Luxe Cosmetics
Received Luxe and had first go on daughter. All was very good and looks lovely after finishing product. Only issue I have is sticky eye pads that don’t stick properly so you have to add more adhesive.
Reply from Luxe Cosmetics NL
Hi Louise!
Thank you for reaching out to us.
I’m really sorry to hear you're having trouble with the eyelash pads. Let’s see if we can work together to make the process easier for you!
Here are a few tips that might help:
1. Clean eyelids: Make sure your eyelids are completely clean and free from any oily products. Using a gentle cleanser like baby shampoo (which has a pH of 5.5 or more) can improve adhesion.
2. Extra glue: Try applying a little extra glue to the corners of the silicone pads. This can help keep them in place, especially around the edges where they tend to lift.
3. Tape trick: You can place some skin-friendly tape on your eyelid and apply the glue and pads onto the tape instead of directly on your skin. This not only protects your eyelid but also gives you more control over the placement of the pads.
4. Trim the pads: Sometimes the pads might be too large for your eye shape, causing them to lift. If that's the case, you can carefully trim the outer edge of the pads so they fit your eyelid more comfortably.
Don't hesitate to try these tips and let me how it goes!
If you're interested in our money-back guarantee, you can find the requirements here.
Please feel free to reach out if you have any other questions or need further assistance.
Best regards,
Mila
Luxe Cosmetics
After one bottle that seemed to help, I bought 2 more, however they didn't work. They also looked different, so I tasted them and it was like water. Difficult to contact them, but eventually someone did get back to me to offer a refund or other options. I'm still very dubious about this company but at least it's not a chinese scam !
Reply from Luxe Cosmetics NL
Hey Caro!
We’re excited to share that we’ve updated the formula of our Hair Growth Serum to deliver even better results. You can find it available for purchase on our website, and we’d love for you to give it a try.
It’s already getting amazing feedback from our customers, and we’re confident you’ll love it too!
If you have any questions, feel free to reach out.
Best regards,
Mila
Luxe Cosmetics
I followed instructions, did a patch test and left it over 24 hours to ensure no reaction, then did the lash lift and tint. My eyes swelled up and had what looked like blisters on my eye lids, lash line, and under my eyes. I contacted customer support who have been very hit and miss. I can’t get a refund and am stuck with £75 worth of useless stuff. Customer service don’t seem to care and I don’t believe that I am the only person to have had a reaction as it still says on their website that there have been no reported reactions. I had to get eye drops and a steroid cream and am still slightly swollen and itchy and sore now 10 days on!
Reply from Luxe Cosmetics NL
Hi Leigh!
I'm truly sorry to hear about the reaction you experienced from using our product. It's disheartening to know that you're going through this, and I'm here to assist you in resolving the issue.
I'd like to share some important tips with you. After applying the product, it's crucial to thoroughly clean the skin around your eyes with water and remove any residue from your lashes. Then, delicately comb your lashes with the eyelash brush to ensure cleanliness and prevent them from sticking together. Any leftover residue on the lashes could potentially lead to allergic reactions, so it's vital to follow these steps diligently.
Here are some tips on how to treat the affected area:
1. For immediate relief, consider applying a cold compress to the affected area. Gently press a clean cloth or compress onto the skin to reduce inflammation and soothe itching.
2. Over-the-counter antihistamines can also be effective in alleviating itching caused by allergic reactions. Remember to adhere to dosage instructions and seek advice from a healthcare professional if necessary.
3. It's essential to refrain from rubbing the irritated area, as this can worsen the irritation and potentially harm the treated lashes.
4. If the itching persists or becomes severe, it's advisable to consult with a health professional.
As for products, hydrocortisone cream can be beneficial in soothing itching and reducing inflammation.
If I can help you with anything else at all, please do not hesitate to let me know!
Best regards,
Mila
Luxe Cosmetics
I've not used the lash lift yet but I've used my eyebrow tint, my brows looked great and the tint lasted longer than brow tintinv sets ive used, and the lash serum have made my lashes grow without any irritating at all. I've just ordered my second lot of product. And when I emailed luxe to enquire about a missing product, the response was quick and my order was updated to include my free tinting set! A massive thanks to juuli at luxe, amazing customer service and support!
Reply from Luxe Cosmetics NL
Hey Dogan!
Thank you so much for sharing your experience with our product! We’re absolutely thrilled to hear that it has worked well for you and that you’ve seen great results. Your feedback truly means the world to us—it’s always our goal to create products that make a real difference and hearing your positive experience reinforces that we’re on the right track.
We’re so glad to have you as part of our community, and we look forward to continuing to support you on your journey. If you ever have any other feedback, questions, or just want to share more about your experience, don’t hesitate to reach out.
Thank you once again for your trust in our brand!
Best regards,
Mila
Luxe Cosmetics
It was the best customer support for me. My shipment very late and I contacted with customer service Juuli helped me. They gave me a %15 refund as compensation. Then still didn't receive my shipment and they sent me with premium shipment to catch my holiday. I received it quickly (in the Netherlands) and applied the product. Only pads are difficult to stick but I handled it. Anyway for me it was wonderful because I have very straight lashes. I still enjoy my curly lashes. And I want to thank Juuli again. You can buy girls it is not a scam no worries.
Reply from Luxe Cosmetics NL
Hey Deniz!
Thank you so much for sharing your experience with our product! We’re absolutely thrilled to hear that it has worked well for you and that you’ve seen great results. Your feedback truly means the world to us—it’s always our goal to create products that make a real difference and hearing your positive experience reinforces that we’re on the right track.
We’re so glad to have you as part of our community, and we look forward to continuing to support you on your journey. If you ever have any other feedback, questions, or just want to share more about your experience, don’t hesitate to reach out.
Thank you once again for your trust in our brand!
Best regards,
Mila
Luxe Cosmetics
Took 17 days to arrive as it’s shipped internationally. Haven’t yet had a chance to use it. It is unclear which customer service email you’re supposed to contact support@ luxe-cosmetics.uk or info@ luxe-cosmetics.com But I did get a response from the first email address after a couple of days. Had access to tracking info throughout. Looking forward to using it.
Got it after so many good reviews - a big plus of those ones that attached a picture! So I thought: this must work, let's try it! Ordered my set which arrived pretty fast and decide to get ready for Xmas! First eye took a bit more than expected as you have to spend some time reading the instructions and understanding what exactly you have to do. Nonetheless, is worth the time invested as the result exceeded my expectations. The second eye was easier and the final result was SPECTACULAR! One week after my eyelashes are as curled as the first day even tho I applied make up. Looking forward to see how much they will last but I have hope they will do it for a bit more. Definitely will recommended it and will buy it again
Honestly was a little skeptical at first but was not disappointed! The packaging is really luxurious and the customer service was really helpful and so kind. I normally never leave a review since im lazy af lol but they were so kind and helpful that I wanted to share my experience.
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