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
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
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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.
Exchange or Refund
I sent an email on 21 Feb and there is no response yet. Please call me on 0506786128 or 0566815592 and i can explain
February 21, 2026
Reply from KAYALI
Hello Hazel,
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
Absolutely obsessed
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 about my whole experience with Kayali is how beautiful and delicious every perfume smells and last. I have yet to receive one that does not get compliments. Im obsessed with your perfumes. Thank you so much.
February 16, 2026
Reply from KAYALI
Hello Kimberly,
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 with Kayali was amazing
My experience with Kayali was amazing. I ordered a perfume for my birthday - and it never arrived. Kayali took MY issue into their OWN hands to make it right! Customer service like that is very important to me, and I will be a repeat customer! Thanks, Kayali!
March 2, 2026
Unprompted review
Reply from KAYALI
Hello Sam,
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
Horrible customer service
I purchased vanilla 28, and realized it was not what I expected and returned it the very next day, and sent several emails regarding this and nobody ever bothered to reach back out to me, meaning I wasted $112. I sent it back over two weeks ago. I was hoping to either get a refund or at least an exchange.
March 2, 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. Our Customer Care team is currently reviewing your return 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
Huge Waste of £139.5– No Fragrance, Just Smoke
I’m extremely disappointed with the Kayali Bakhoor Burner and the Rose Oud Perfumed Wood Chips from Kayali.
The smell is honestly horrible — it’s like burning plain wood with absolutely no fragrance. Instead of a rich, luxurious scent, all you get is a harsh, choking smoke that smells like you’ve set fire to timber.
Even more frustrating is the bakhoor burner design. The opening at the top is so small that many of the wood chips don’t even fit properly. I genuinely don’t understand the plan behind making such a large device with such a tiny burning space — especially when it doesn’t accommodate the very product it’s meant to be used with.
This ended up being a huge waste of £139.5, and I deeply regret purchasing from Kayali.
February 25, 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
Discovery Latering Set
Thank you KAYALI. The scents are absolutely amazing.. each and every one of them the Discovery Layering Set are individually unique and layer so well with each other. I got the discovery set to get to know the varieties before committing to one or two. I’m definitely hooked on them now. I would highly recommend KAYALI to the girlies who love fun, sexy, floral scents. 😍😍. The delivery was made in a day.. very impressive.
February 28, 2026
Reply from KAYALI
Hello Jynette,
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
Support terrible
I added my item to cart, it kept changing to different currency. I then had to go back to AUD multiple times. Finally checked out to then find the wrong item was paid for. Messaged Customer Service asap to cancel or edit order and still no response. Order had since been sent. Not happy
February 28, 2026
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.
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
I am a little disappointed in the…
I am a little disappointed in the increase of price.
February 28, 2026
Reply from KAYALI
Hi Yuny,
Thank you for sharing your feedback with us — we truly appreciate it. As KAYALI continues to grow globally, we’ve had to adjust pricing on select sizes to reflect rising costs across raw materials, packaging, logistics, and duties in some markets.
We worked hard to absorb these increases for as long as possible. To keep KAYALI accessible, we’ve maintained current prices for our 10ml Deluxe Miniatures, Travel Sprays, Discovery Layering Sets, and 5ml Mini Duo Sets.
Thank you for your continued support and for being part of our community.
With love,
The KAYALI Team
Reply from KAYALI
Hello Maha,
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 refund
I ordered a bottle of perfume in January and when I received it, it was broken and all of the perfume was wasted. I immediately returned the bottle, requesting a refund. I’ve emailed 3x and only received an automated response but no response from Kayali and of course no refund from a bottle of perfume over $100. The next step will be disputed on my credit card and I will never buy from this company online again!
January 20, 2026
Unprompted review
Reply from KAYALI
Hello Melanie,
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
Reply from KAYALI
Hello Lucy,
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
Something for Anyone
I’ve gotten 4 discovery sets, multiple travel sizes, and my Wedding Silk Santal edp. I loved getting to try each fragrance with an atomizer, and at such a good price. But once I found wedding silk, it was game over. I carry an extra with me in my bag, like it’s an obsession, and I truly love it in a very special way <3
January 10, 2026
Unprompted review
Reply from KAYALI
Hello Alexa,
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
DEFECTIVE Products. BUYER BEWARE.
I recently purchased a KAYALI Vanilla perfume bottle as a gift, directly from the website, spending over $100 on this item. Unfortunately I was sold a defective bottle. The perfume bottle will not open, the gem is defective, and, it is impossible to break open the bottle as it is glass.
I attempted to contact customer service and found that there is no telephone line, which is quite suspect and frustrating. I sent a message via their portal, and, received an automated response back requesting extensive information. I complied, and, Customer Service will not acknowledge nor properly address the issue. I ordered this as a gift and it is embarrassing. I am now having to dispute the charge on my credit card. Do not purchase from this company. They are known to sell defective products and will follow a circuitous path to ensure you do not receive a refund.
February 18, 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
Damaged package
I ordered two fragrances from Kayali as gifts, but the delivery kept getting rescheduled multiple times and I eventually had to go pick the package up myself. When I opened it at home, both bottles were cracked and leaking. Customer service took a long time to respond, and since I urgently needed the gifts, I had to repurchase the same perfumes from Sephora. They later offered a replacement, but when I explained I already rebought them and requested a refund instead, they stopped replying entirely. I just want my money back.
February 17, 2026
Unprompted review
Reply from KAYALI
Hello Riya,
Thank you for sharing your feedback with us. We are truly sorry to hear about your experience, and we completely understand your disappointment, especially as the fragrances were intended as gifts.
Please note that our Customer Care team has reached out to you with further details on the next steps regarding your case.
We sincerely apologize for the inconvenience caused by the damaged items you received. This is certainly not the experience we aim to provide, and we truly appreciate your patience and understanding.
If you have not received our email or need any further assistance, please let us know, and we will be more than happy to help.
With love,
KAYALI Customer Care Team
Unresolved Return Request
I recently contacted the Kayali customer care team regarding a return for my 50ml Chocolate Oud perfume. Unfortunately, the cap is extremely difficult to remove and put back on, to the point where I’m genuinely concerned it could cause an accident, such as the bottle slipping or breaking.
I provided all the requested details and submitted my return information last week, but I have not received any response. It’s disappointing not to have any acknowledgment or update after a week of waiting.
February 11, 2026
Unprompted review
Reply from KAYALI
Hello Emma,
Thank you for sharing your experience with us. We completely understand your concerns, especially when it comes to safety.
Rest assured that once a return request is submitted, it can take up to 10 working days for our team to review and process it. Our team carefully reviews each case, and you will be notified by email as soon as there is an update.
Please note that our Customer Care team has reached out to you with further details on the next steps regarding your case.
Thank you very much for your patience and understanding.
With love,
KAYALI Customer Care Team
I received the wrong perfume
I received the wrong perfume, as well as a missing perfume. I contacted customer service but have not received any response from them.
February 2, 2026
Reply from KAYALI
Hello Salama,
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'm a fan now and a new customer
I bought a bunch of the small bottles so I can find which bottles I need. Smartest decision and I highly recommend it. I know exactly which bottles I now have to have. Now I'm not rich so me take a little time but I know exactly what I needed right now and we'll be ordering it as soon as I can. You will love these perfumes. Also, delivery will be quick and everything intact
February 14, 2026
Unprompted review
Reply from KAYALI
Hello Sophia,
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've purchased 4 different fragrances…
I've purchased 4 different fragrances so far from Kayali. I love the scents and longevity and often get complement when wearing them
February 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
❤❤❤❤my favourite perfume. I always get compliments on its beautiful smell. A great paring with my skin
❤❤❤❤my favourite perfume
January 29, 2026
Reply from KAYALI
Hello Gabrielle,
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 purchases arrived in a timely manner…
My purchases arrived in a timely manner and always love the packaging! I couldn't wait to get the Freedom Musk scents and they're well worth the wait! Will the musk scents be sold separately in the future?
February 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
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