I’ve loved ordering from Adore Beauty for a few years now but extremely disappointed in their recent delivery services. I live in a regional WA town where my deliveries were quick via Aust Post... See more
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Review summary
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Just want to add a review here in the hope that something will change at Adore. Like so many other reviewers I’ve been a loyal customer for years (10+) and I now find the shipping times so ridiculous... See more
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The range of products is great, but the returns process really lets them down. I accidentally ordered the wrong item and tried to arrange a return so I could purchase the correct one.. but it’s been... See more
Company replied
Discount Codes don’t work (codes mentioned on their website). I know times are tough for businesses but I was disappointed when I spent over $250 and got a small sachet of sample product. I used be ex... See more
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2.0
Poor
300 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 69% of negative reviews
Typically replies within 1 week
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Disappointing experience - returns issue & terrible samples
Updated from 2 star to 4 star as Adore very much turned things around following this review. Mistakes happen, it’s how the company (staff) respond afterwards. Thanks for replying here Adore.
September 9, 2025
Unprompted review
Reply from Adorebeauty
Hi Steph,
Thank you so much for taking the time to share your feedback with us. We truly appreciate it.
I am sorry your shopping experience was not as positive as we would have hoped. I completely understand your concerns, and I would love the opportunity to help turn this around for you.
I have emailed you today, please do not hesitate to respond at your earliest convenience should you wish to proceed.
Kindest regards,
Louise
Adore Beauty
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Mixed experience with skincare order
I ordered skincare online, and while the shipping was quick, one of the bottles leaked slightly, Customer service offered a small credit, which I appreciated.
August 20, 2025
Unprompted review
Reply from Adorebeauty
Hi Vanessa,
Thanks so much for your feedback. We are glad your order arrived quickly. We are sorry to know your item arrived damaged, and appreciate your understanding while our team worked to make things right.
Kindest regards,
Louise
Adore Beauty
This company never disappoints it’s…
This company never disappoints it’s fast efficient service every time products arrive within a day or two
Great variety fantastic customer service and value 5 stars from a loyal customer
September 1, 2025
Unprompted review
Reply from Adorebeauty
Hi Jill,
Thank you for taking the time to provide your feedback.
We truly appreciate knowing that you have had such positive experiences with us, and we look forward to continuing to care for your beauty needs.
Kindest regards,
Louise
Adore Beauty
Amazing selection
Amazing selection! Easy check out, easy layout website to navigate, relatively cheap my one stop shop! And they give you free samples.
May 8, 2025
Unprompted review
Reply from Adorebeauty
Hi Mariah,
Thank you so much for your kind words! We are so glad you enjoy our range, website, and little free samples. It means a lot to know we are your one-stop shop. We can not wait to see you again soon!
Kindest regards,
Louise
Adore Beauty
I order from here quite often and I’ve…
I order from here quite often and I’ve never had any issues! Love the products and the sales they have. Shipping has been hassle free. I’ll keep buying from here.
August 1, 2025
Unprompted review
Reply from Adorebeauty
Hi Elise,
Thank you so much for your kind words! We are so happy to hear you love our products, sales, and smooth shipping. It means a lot to know you have had such great experiences with us, and we can not wait to keep looking after your beauty needs.
Kindest regards,
Louise
Adore Beauty
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I was eager to try them but was quite…
I was eager to try them but was quite disappointed. All of the products were available, however the pricing weren't as good as at other stores I've been to. The delivery took longer than anticipatedox.I didn't think it lived up to the promise overall
July 13, 2025
Unprompted review
Reply from Adorebeauty
Hi Jared,
Thank you for sharing your feedback.
We are sorry to hear your experience did not meet expectations. While we are glad all items were available, we understand your disappointment regarding pricing and delivery time. We always aim to offer reliable service, so we appreciate you bringing this to our attention. If there’s anything we can do to help or improve your experience, please feel free to reach out directly (service@adorebeauty.com.au, Att to Louise).
Kindest regards,
Louise
Adore Beauty
I tried Adore Beauty because I had…
I tried Adore Beauty because I had heard nice things about it. There were plenty of products and they all looked good. It was a little annoying that the delivery took longer than anticipated. I was eager for the samples as well, but I only received one small one, which was disappointing. while the website is user-friendly, it doesn't offer quite the value I was hoping for.
July 18, 2025
Unprompted review
Reply from Adorebeauty
Hi Liam,
Thank you for taking the time to share your feedback.
We are so glad to hear you found our range appealing and enjoyed the website experience.
We are sorry to hear the delivery took longer than expected and that you were disappointed with the sample selection - we understand how much joy those little extras can bring. While we aim to offer great service, it is clear we have fallen a little short for you this time.
Your comments have been shared with our team as we continue working to improve the experience for all our customers. If there’s anything we can do to help or improve your experience, please feel free to reach out directly (service@adorebeauty.com.au, Att to Louise).
Kindest regards,
Louise
Adore Beauty
Thank you Tylor for an amazing…
Thank you Tylor for an amazing experience. See you soon
July 11, 2025
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your review.
We really appreciate your feedback.
We are so glad to hear you had a great experience.
Kindest regards,
Louise
Adore Beauty
Had such a great hamam experience
Had such a great hamam experience! Elham was the best, had a great treatment :)
July 4, 2025
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for taking the time to leave us your review.
We are so glad to hear you had a great experience. We appreciate your feedback.
Kindest regards,
Louise
Adore Beauty
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So bad
So bad. The system stopped working and said my customer number had issues. I contacted customer service over and over during the course of at least a month. I just got platitudes. Absolute rubbish. I will never be using them again.
July 4, 2025
Unprompted review
Reply from Adorebeauty
Hi there,
Thank you for leaving us your review.
Sorry to hear you had a negative experience with us. I am unable to locate your order with your name alone - please email your details to service@adorebeauty.com.au, attention Louise, and I'll personally look into it.
I will get this sorted for you as soon as possible.
Kindest Regards,
Louise
Adore Beauty
Non-existent customer service and order not delivered.
I placed my order online on 12 June and received a shipping confirmation email the next day. After a week I followed up and it turned out that the delivery company had returned my order to the depot with the reason being "no access to the building". I was never advised of this. I live in a house so this is interesting since there is no access required to leave a package outside the front door. I dealt with someone over email on 19 June who apologised and said she had arranged for a replacement order to be delivered ASAP along with a gift. I have still not received a shipment email let alone my order or this apparent gift. I have sent follow up emails, messaged via the Bot, sent a message via Facebook and called the number and nobody gets back to me. When you call the number is goes straight to a message bank. I left a message and just got a call back now from someone called Kylie. It was conveniently muted on their side and she left a sugary sweet message for me to say "sorry you missed us, please call us back and we hope you hear from you soon". I called back and guess what - straight to their message bank again. I cannot get hold of anyone and I am out of pocket. How hard can it be?! Either refund my money or send me my order - by the very least, respond to your customers. Right now I am wondering if they have literally just stolen my money.
June 12, 2025
Unprompted review
Reply from Adorebeauty
Hi Ren,
Thank you for leaving us your review.
We are so sorry to hear about your experience, this certainly is not the service we strive to offer.
I have tried to locate your order using your Trustpilot username but haven’t had any luck. If you could, please email us at service@adorebeauty.com.au with the subject line ATT: Louise, I will be able to investigate this for you directly and help get things sorted as soon as possible.
Thank you again for your patience and for bringing this to our attention.
Kindest regards,
Louise
Adore Beauty
Avoid Gift Vouchers
While Adore Beauty have a great range of high-quality products with good prices, their customer service lets them down. I was given 2 x vouchers totalling $150 and unfortunately, Adore Beauty only allow one voucher to be used per transaction. A $150 voucher amount was not available via TCN, hence why I have two vouchers instead of one. According to their FAQ you can request that these be combined which I did. I received a response from Madi that they would not do this and did not provide a good enough reason – essentially a “computer says no” response. Their excuse is that its against policy. I wanted to purchase perfume that costs c. $340 that exceeded the value of both cards and pay the difference. Now they are saying I have to make two purchases just to use the cards and therefore spend more money I don’t want to just to use the cards. I have since sent a response and two days later I have not heard back from Adore Beauty. Not impressed.
Please be aware that Adore Beauty are very inflexible with vouchers and beware if you are purchasing them via the website or related websites such as TCN that converts to store vouchers.
If you want to purchase a beauty voucher for anyone, please use another retailer as there are several that stock the same product, have more flexible payment terms, and won’t try and squeeze extra money out of you.
June 4, 2025
Unprompted review
Reply from Adorebeauty
Hi Aleksandra,
Thank you for your review. We are sorry to hear that your experience has not met your expectations, and we appreciate you taking the time to share your feedback.
To clarify, our checkout system limits customers to one gift card code per order. If the cards were purchased directly through Adore Beauty, we do have a policy in place to combine them on request. However, gift cards issued by third-party providers, such as The Card Network (TCN), cannot be merged due to restrictions currently set in place. These cards are also limited to one per transaction, as outlined in both our FAQs and TCN’s terms and conditions.
We have reached out to you directly via email and would be more than happy to continue assisting you there.
Kindest regards,
Louise
Adore Beauty
Order not delivered
I had ordered a pendant 8 days ago. After placing the order neither did I get its tracking ID nor was my money refunded. No can I complain to anyone.and they are not even replying to my email. Please do not ever order from this app.
May 29, 2025
Unprompted review
Reply from Adorebeauty
Hi Ashok,
Thank you for taking the time to leave us a review.
We have received your email and I am currently looking into this for you. However, I am unable to locate any orders under the email address you provided, and the order number does not appear to match our system.
I will be in touch as soon as I have more information, and I hope to have this resolved for you shortly.
Kindest regards,
Louise
Adore Beauty
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terrible customer service
ordered 2 days ago, haven't received a conformation order, a tracking code, and i cant speak to anyone except a robot.. i have no clue when i will get my order or where it is.
May 17, 2025
Unprompted review
Reply from Adorebeauty
Hi Sarah,
Thank you for leaving us your review.
Sorry for the delay and the frustration caused. We are currently experiencing a higher volume of requests due to our recent sale and are working to catch up as quickly as possible. I am unable to locate your order with your name alone — please email your details to service@adorebeauty.com.au, attention Louise, and I'll personally look into it.
Thank you for your patience – we will get this sorted for you as soon as possible.
Kindest Regards,
Louise
Adore Beauty
Do not purchase from this website !!
Do not purchase from this website !!! They sell counterfeit products despite advertising they are an authorized seller ! I received my Skinceuticals Triple Lipid Cream 4 days ago , and the jar is completely different to my older products ordered directly from Skinceuitcals. After further investigation I discovered that the jar they sent me does not comply with regulations , missing its batch number on the bottom which is Skinceuitcal and Industry standards. It also made in France whereas all Skinceutical products are made in USA, and it also has another language on the label which is completely different to the genuine products which are in English only. To make matters worse the jar they sent me doesn’t even match the jar they advertise on their own website! I am in process of reporting them to Skinceuticals. I have images as proof , along with screen shots from Skinceuticals. This cream was over $200 - BEWARE! I have written to Adore Beauty several times , tried calling but their hotline is bogus as nobody ever answers and it goes straight to voicemail and refers you to their website.
May 9, 2025
Unprompted review
Reply from Adorebeauty
Hi Rebecca,
Thank you for leaving us your review. We understand your concerns and take them very seriously.
Please be assured that Adore Beauty is an authorised stockist of SkinCeuticals. All our products are supplied to us directly by the brand or their official distributors, and we are committed to providing only authentic, high-quality skincare.
I would love the opportunity to look into this matter further for you. If you could please reach out to us directly at service@adorebeauty.com.au, attention to Louise, I will personally liaise with our brand team to investigate your concerns immediately.
We are here to help and want to make this right.
Kindest regards,
Louise
Adore Beauty
Waste of time
I placed an order with Adore Beauty. The following day I received an email saying they encountered a slight technical issue, and it appears that the Gift With Purchase from my order is already sold out. They were happy to replace it with a different gift and would that be okay with me?
I could’ve cared less about the gift as it was the item I’d ordered that I really wanted so I responded that I was happy to proceed with my order—I didn’t need the replacement gift.
Next, I received another email saying: “Thanks for the quick response.
No worries! I have successfully removed the out-of-stock gift. Unfortunately, while I was processing your order the ClarinsMen Line Control Eye Balm from your order has also sold out.
As we don’t yet have a restock date from our supplier, I’d like to confirm how you’d like to proceed.”
What a waste of time. Delete app.
Update! A month after cancelling my order, I received an email saying that my order was on the way! I replied to customer service to find out what was going on in case I’d been charged for it. This is the response:
Thanks so much for reaching out, I'm really sorry for the confusion.
Due to a system error, some customers were mistakenly sent a shipping confirmation email for orders that had already been delivered or were previously cancelled.
Your order was part of this error, and I sincerely apologise for the mix-up.
Kind regards,
Jada
Customer Experience Team Leader
April 1, 2025
Unprompted review
Reply from Adorebeauty
Hi Alistair,
Thank you for sharing your experience.
We completely understand how disappointing and frustrating this must have been. When we initially reached out about the gift with purchase, our aim was to avoid any inconvenience and make sure you still received your main item. We are truly sorry that despite this, the product you ordered also became unavailable.
We can see where we went wrong in our communication and inventory processes, and we are reviewing what happened so we can implement improvements and avoid situations like this in the future.
Thank you for your patience and for taking the time to let us know. We really do appreciate it.
Kindest regards,
Louise
Adore Beauty
Strict gift voucher rules
Adore beauty only allow one gift voucher to be used at a time. I was gifted two seperate $20 vouchers. But due to their rules I'm unable to use them together, which would mean I'd have to split the order in two, have two seperate deliveries sent to me and purchase more products that I don't actually want (to meet the minimum requirements for each delivery). Which makes no sense. It seems like a complete waste of resources and time on both sides. Poor customer experience.
March 14, 2025
Unprompted review
Reply from Adorebeauty
Hi Jade,
Thank you for your feedback.
Our check out process currently allows for only gift card to be used per order. These guidelines are in place for various reasons, but we always aim to improve the experience for our customers and will take this into consideration.
Please don’t hesitate to reach out to us directly, and we’d be happy to assist you in finding the best solution.
We appreciate your understanding!
Kindest,
Jess
Adore Beauty
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Amazing until you have a problem with…
Update when Adore beauty replied I still hadn’t been sent an email about the status of my return lodged. Now three weeks with no outcome.
Just make sure you know exactly what you buy is perfect
Amazing until you have a problem with the products.
If you know exactly what you want and know the colour etc amazing
If your need to exchange anything absolutely excruciating process beware
March 7, 2025
Unprompted review
Reply from Adorebeauty
Hi Samantha,
Thank you for your feedback.
We always aim to provide a smooth and enjoyable shopping experience including our return process, and we regret that things didn’t go as expected for you this time.
We appreciate your comments and will take them into consideration.
If you have any difficulty submitting a return in the future, please feel free to contact me directly at service@adorebeauty.com.au with subject line Att. to Jess and I'd be happy to guide you through this.
Kindest,
Jess
Adore Beauty
Poor customer service
I purchased a Kerastase shampoo/conditioner bundle under the impression it was full size bottles based on the price point and pictures (didn’t think to read the tiny product info, have learnt my lesson now!) To my disappointment my order arrived and they were minis. I asked to return and refund and was told I’d need to pay for shipping, because apparently according to them I had “changed my mind”.. the lady I spoke to was so defensive and un-apologetic..really poor customer service. I won’t shop here again.
January 24, 2025
Unprompted review
Reply from Adorebeauty
Hi Remy,
Thank you for sharing your feedback with us. We are sorry to hear that your experience didn't meet your expectations. We understand how frustrating it can be when a product does not match what you anticipated, and we appreciate you bringing this to our attention. We also apologise for any frustration you experienced while interacting with our team.
We will be sure to review your comments to ensure we are improving both our product descriptions and customer service approach.
If you would like to discuss this further, please feel free to contact us directly with the subject line "Attn: Louise" and I’ll be with you soon to help resolve this. Your experience matters to us, and we’d love to try and make things right if you would be open to giving us another chance.
Kindest regards,
Louise
Adore Beauty
Excellent
Not sure why there are so many negative reviews but I’ve always had a great experience! Items always delivered quickly and extra little goodies! Will keep buying from you guys
January 20, 2025
Unprompted review
Reply from Adorebeauty
Hi Amy,
Thank you so much for the positive feedback! We are so glad to hear that your experience was a good one. We always aim to exceed expectations, and knowing that we were able to do that for you means a lot to us.
If you ever need anything else or have suggestions on how we can continue to improve, we would love to hear from you.
Take care,
Louise
Adore Beauty
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