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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
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
Company replied
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.
Missing product
Have reported that my parcel has not been delivered but have not had any acknowledgement from Kayali, only an automated email….
March 17, 2026
Unprompted review
Reply from KAYALI
Hello Hussam,
We are sorry to hear about your experience and sincerely apologize that your order was not delivered on time.
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
Fantastic smell fantastic customer service
The customer service team is really awesome and lovable, they understand our anxiety as clients to put our hands on their latest scents, I feel in love with the brand by smelling yum boujee marshmallow, and then it was Eden apple, Eden lychee and at some point I said you know what I'm going to try every fragrance they have but my budget it's not the biggest but hey they have sample sizes you can order so those I'm not familiar with at the moment I will be very shortly. They had DHL issues because out the political ongoing on that side of the world which first being human I regard that their team are safe, and it's okay that my purchase was delayed getting here. It was worthy... They just came out with a peach and a pear scent that it's already making its way to me too.
March 18, 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 like to experiment
I am excited to try many of their scent offerings. I am so grateful they sell the 1.5 ml to try.
March 2, 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
This perfume is so elegant!
This perfume is so elevate. It goes on still fall asleep and pairs well with so many other perfumes! Layering is the way to go choose your own scent make it your own personalized perfume.
March 4, 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
Poor customer service
I ordered lovefest burning cherry twice and both were cancelled without notifying me until I reached out to them before my refund was issued.
March 3, 2026
Reply from KAYALI
Hello,
Thank you for reaching out, and we sincerely apologize for the inconvenience. Due to high demand, some items, including your Lovefest Burning Cherry | 48, unfortunately became unavailable.
We are currently working on restocking our KAYALI gems and hope to have them available again very soon. In the meantime, we recommend clicking on the “NOTIFY ME WHEN BACK IN STOCK” option on the product page to be among the first to know once they are back in stock. You may also take this opportunity to discover another fragrance from our collection.
Please note that your refund has been processed, and we truly appreciate your patience and understanding.
With Love,
KAYALI Customer Care Team
Smitten
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.
February 3, 2026
Reply from KAYALI
Hi Sandra,
Thank you so much for your kind words — we’re so happy to hear you’re loving the quality and design of your KAYALI pieces.
We’re sorry the item in your cart sold out — our fragrances can go quickly, but we’re always working to restock favorites as soon as possible.
It means the world to us that you’ve already made two purchases. We’re so grateful to have you with us and can’t wait for you to continue your KAYALI journey.
With love,
The KAYALI Team
Fast delivery
February 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
No customer service
Ordered an item off the UK website - it arrived discoloured. Filled in the online form and got an email saying to provide details including videos etc. replied back and it’s almost been 2 weeks with no reply. And everytime I reply to that email i just automatically get a copy of the original email asking for the details again… no other way to contact Kayali.
February 26, 2026
Unprompted review
Reply from KAYALI
Hello Farah,
Thank you for taking the time to share your experience with us. We are truly sorry to hear that you were disappointed. Our Customer Care team is currently reviewing your case and will be in touch with you via email as soon as possible.
Your feedback is very important to us, and we genuinely appreciate you bringing this to our attention.
With Love,
KAYALI Customer Care Team
loved them
the smells are so unique and long-lasting. i have fell in love with the latte one, i wish there was a bigger version.
February 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
So so good
So so good! Probably the most BEST smelling perfume I’ve ever smelt in my life. Lasts so long and has an amazing atomizer!
February 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
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
The website has accurate descriptions…
The website has accurate descriptions of the perfumes and they arrived fairly fast considering today's mail systems! Fabulous product. Great customer service.
March 2, 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
Nice Fragrance,But Didn’t Wow Me
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. It’s a nice scent, just not something that really stood out or felt special on me. Still a good perfume, but personally it didn’t quite live up to my expectations.
February 28, 2026
Reply from KAYALI
Hello,
Thank you for taking the time to share your experience with us. We’re truly sorry to hear that the fragrance didn’t meet your expectations, and we really appreciate your honest feedback.
At KAYALI, we know that fragrance is very personal, and what feels perfect for one person may not resonate the same way with another. If you’d like, we recommend trying our Discovery Set, which allows you to explore a range of scents and find the one that truly suits your preferences.
With Love,
KAYALI Customer Care Team
Longevity
I ordered the 10ml musk santal. It smells absolutely divine. However it only lasted a short time. Very disappointed as i was going to buy a larger one.
February 6, 2026
Unprompted review
Reply from KAYALI
Hello,
Thank you for taking the time to share your experience with us. We are truly sorry to hear that you were disappointed.
Your feedback is very important to us, and we genuinely appreciate you bringing this to our attention.
With Love,
KAYALI Customer Care Team
Ive order 6 scents and OMG I'm in…
Ive order 6 scents and OMG I'm in absolute love with each one!! The packaging is as beautiful as the scents.
March 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
Love kayali
Love your perfume I got two samples and ended up purchasing them too they are now caught mid postage due to the war no one’s fault can’t wait to get them
March 5, 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
Vanilla Royale Sugared…
I am so sad that Vanilla Royale Sugared Patchouli | 64 has been discontinued! I finally found “my” scent and it’s no longer available. Kayali, please bring it back! 💛 Truly a delightful scent. Warm and cozy and the patchouli offers such a lovely depth. I’m a huge fan of patchouli but it’s hard to find the right balance in perfumes. 64 was definitely a 10/10 for me!
March 4, 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
Kayali has a great variety
Kayali has a great variety and superb products that do not disappoint.
February 16, 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 love every single one that I ordered…
I love every single one that I ordered I went back and ordered more
March 2, 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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.