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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Based on these reviews
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
Company replied
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
- #49 of 52 best companies in Perfume Store
- #29 of 30 best companies in Cosmetics and Perfumes Supplier
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I love all fragrances by Kayali please…
I love all fragrances by Kayali please don’t do away with any of them !,
April 6, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Always a pleasure shopping with KAYALI
Always a pleasure shopping with KAYALI. Love the brand and fragrances.
April 1, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Excellent fragrances & excellent…
Excellent fragrances & excellent customer service. Will order again & again!
March 9, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Amazing Fragrances
YBM was my first Kayali buy ! Then it went from there. The products are long lasting on the skin for me. I always buy the Mini or Travel size first and wear it to see if it is a good fit. Thank you Kayali.
Musk 12 is amazing so Soft and Feminine .
Capri in a Bottle so fresh and clean.
Will always have Kayali on my dresser!
April 6, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Great packaging and experience
I loved how everything was packaged and wrapped with a silky bow inside the box. I fell in love with the travel sized yum Boujee marshmallow last year and finally decided to buy the big 100ml bottle. The formula was just as I remembered and brought a smile to my face. I also purchased one of the newest additions to the Eden collection, the sweet peach and I surprisingly loved it as peach fragrances don’t typically leave a great impression on my nose. The sweet peach was captured so well into a beautiful glass bottle; it’s so realistic to me as if I just cut open a fresh juicy peach and poured some liquid sugar on it; the dry down is so beautiful and that’s what made me decide I will be getting a 100ml bottle of that soon. It was easy to place my order but I did have a slight expectation for my order to arrive a little quicker than it did however I was very pleased with the items I ordered.
March 25, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
I absolutely LOVE Kayali products
I absolutely LOVE Kayali products. It is pricy but I enjoy the way the products boosts my feminine energy and makes me smell amazing. I had a little mix up with putting the wrong address so it took longer than it should but IT WAS WORTH THE WAIT. I am very pleased and will be ordering again! Thank you for the Freedom sample set, I loved each one but Santel is my favorite and I will be getting a big bottle of her! Sweet Peach also deserves a big bottle!
April 3, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Misplaced package
* Below is an email between me and the customer service team. If I'm being honest, if the emails weren't tagged as customer service I would have thought I was speaking with the owner herself. Even though, I made them aware I launched my own investigation for my missing package, KAYALI initiated their own investigation. They have a forever customer in me!!!!! *
Hello,
I am pleased and very relieved that I received my package. I spoke with the gentleman, who handled the delivery, as he was placing mail in the mailbox today. The package was there, but he placed it in the incorrect mailbox. I am just thankful it wasn't lost. Thank you all for being in constant communication with me over such a small purchase. It is greatly appreciated. You could have just stopped responding after the first email, as the responsibility no longer lay with you. I commend the professionalism and top-tier customer service.
March 23, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Shipped in a manageable time
Shipped in a manageable time. The set was beautiful presented in the package.
March 31, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
My order was supposed to be delivered…
My order was supposed to be delivered days ago. I do not want to download an app to find out where it is. I needed it for a birthday gift TODaY! Where is my order?
March 31, 2026
Reply from KAYALI
Hello,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide.
To help us resolve this matter as quickly as possible, 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 provide the necessary assistance.
Your feedback is important to us, and we appreciate you bringing this to our attention.
With regards,
KAYALI Customer Care Team
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
I ordered Wedding Silk Santal 100 ml order KYUS-74582
I ordered KAYALI Wedding Silk Santal 100 ml on 03/17/26 and got the 'intense' version (clearly stated on the box/packaging itself) which is no longer offered. When I contacted customer service, I was told that the fragrance is the exact same "beloved scent" even though the packaging and the scent itself indicate differently. They refused to exchange or accept a return because the cellophane wrap was gently open. Customer service rep continued to address my concerns with contradictions and excuses that their packaging has been updated, and the word 'intense' has been removed from packaging yet in that same email they stated that this particular packaging is the updated version which made absolutely no sense. They claimed that the fragrance is exact same formulation which I found very offensive to someone who has enjoyed this particular fragrance in the past and knows that the 'intense' version I was sent DOES NOT smell the same. I will never purchase directly through their website because this is the second time they have sent me the wrong fragrance or version of meanwhile refusing to fix their mistake when I have spent almost $200 on this purchase alone!
April 1, 2026
Unprompted review
Reply from KAYALI
Hello Lalita,
Thank you for taking the time to share your experience with us. We are truly sorry to hear about the disappointment regarding your recent order, this is certainly not the experience we aim to provide to our valued customers.
Our customer care team has already reached out to you directly and arranged a return to resolve this matter.
Your feedback regarding the product is very important to us and has been shared internally.
If there is anything further, we can assist you with, please don’t hesitate to reach out.
With Love,
KAYALI Customer Care Team
I was very disappointed with my first…
I was very disappointed with my first experience with KAYALI. I purchased a product and received a complimentary mini pouch that was defective. I immediately reported the issue and provided photos and a video as requested. Despite multiple follow-ups over several weeks, the company refused to offer any refund or replacement.
The repeated back-and-forth emails and lack of resolution made this a frustrating experience. Unfortunately, based on this poor customer service, I will not be shopping with KAYALI again and cannot recommend them.
April 1, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating and concerning this situation is. This is not the level of service we aim to provide.
To help us resolve this matter as quickly as possible, 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 provide the necessary assistance.
Your feedback is important to us, and we appreciate you bringing this to our attention.
With regards,
KAYALI Customer Care Team
I love Kayali
I love Kayali scents! The customer service staff is incredible to deal with. 100% recommend. Ps - vanilla mixed with musk creates the most intoxicating scent 💕
April 1, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
I love that most scents come in a…
I love that most scents come in a tester size at a reasonable
Price so you can try as many as you want and figure what scent is best on your skin.
March 31, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Great Products
Love the products and packaging. Just wish the post office was quicker !
March 31, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Amazing fragrances / amazing customer…
Amazing fragrances / amazing customer care team 😍😍
March 31, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
DELIVERED SHATTERED AND MY MAIL LADY STANK 🍑
I ordered the new Eden Peach 🍑..this was my first time ever trying the perfume and I was excited..despite having to pay almost £6 for mailing…it wasn’t even sent quickly..it took a long time, so I have no idea how they justify that posting cost…
BUT MY REAL ISSUE WAS THAT WENT IT ARRIVED IT WAS DAMAGED AND EVEN MY MAIL LADY STANK IF IT!
If I pay for £6 shipping can’t they make an effort to securely mail?
Then I contacted them immediately via their (horrible to navigate due to over marketing of Mona herself) website..
I was told I had to return the item for a refund a..I tried to explain it was shattered and I was afraid to mail,back as I didn’t even think the Royal Mail or evri would accept leaking perfumes that are heavy on the alcohol..
But they said basically if I would not return I couldn’t be reimbursed..
AVOID THEM..BAD CUSTOMER SERVICE
AND TOO BE HONEST THE PERFUME SMELT CHEAP..I still haven’t gotten the stench out of my doorway ..and I am sure my. Ail lady won’t ever buy it either
March 27, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and the condition your Eden Sweet Peach | 35 order arrived in, that’s certainly not the experience we want for any customer.
All of our orders are carefully packed, but unfortunately damage in transit can occasionally occur. We completely understand how disappointing it must have been to receive a shattered item, especially after waiting for delivery.
Regarding the return request, our team asks for damaged items to be returned where possible as part of the claims process with the shipping carrier.
To help us resolve this matter as quickly as possible, 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 provide the necessary assistance.
Thank you for sharing your feedback, and we appreciate your patience while we look into this matter.
With Love,
KAYALI Customer Care Team
Smells so good!!
March 28, 2026
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
My experience was great because of the…
My experience was great because of the excellent customer service and how easy it was to navigate the website. I've been a Kayali fan for years!!! Love their product and I will continue to purchase!! ❤️❤️
March 21, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
Kayali the matchmaker
Hi Kayali team,
I just wanted to share a little story about how much Kayali means to me. It’s actually Vanilla 28 scent that brought my fiancé and me together—what started as a simple compliment turned into a conversation, and now we’re getting married.
I’m planning to wear Kayali on my wedding day because it feels like such a full-circle moment for us.
I just wanted to say thank you for creating something so special. If you ever share samples or surprises, it would mean so much to include something from Kayali in my wedding day memories.
Either way, I truly appreciate your brand being part of our story.
January 1, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you so much for your wonderful review and for taking the time to share your experience with us.
Your feedback is truly appreciated by our team, inspiring us to continue delivering the highest quality products and service.
Kind Regards,
KAYALI Customer Care Team
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