Natasha Denona Reviews 

The makeup is legit, but their return policy is not. I purchased concealer in a shade not carried in my local Sephora, and it didn't work for my skin. I returned it a month ago and I'm still waiting to be refund. They tell me they'll get back to me and it's received but processing....
$52 down the drain

I've been using ND products for a long time and really love them. Quality is excellent. This review is about the brand website experience WHICH WAS HORRIBLE.

I wanted to order a couple of lip products from the website. My order was confirmed and went through Affirm without any issues. Money did leave my bank account fine. I waited for a long while to get it shipped and then without any indication of a problem the order was canceled before it was shipped. No feedback from the ND website. I checked to see if the products were out of stock but no, there were available. I reached out to CS that gave me a weird vague explanation about "their insurance company not approving my order." When I asked what can be done about it because I used perfectly valid and approved payment method with additional layer of security through Affirm, I was advised to use "alternative payment method."

Weird but OK, I decided to re-order the same two items using my own credit card directly. There could not be any issues with it because everything matched perfectly, name, shipping, billing address, etc. Same thing happened. I waited for several days and right before shipping I get a message saying my order has been canceled. Are you kidding me? I reached out to customer servicer second time but they didn't even bother to respond. Wow. I shop in US and internationally all the time and this is the first time I EVER had this kind of experience. Last time I wasted my time with the brand website. If you want the products get them through alternative retailers.

Do not buy from this company I made an ordered and waited weeks , I emailed them and they said please be patient due to high volume of orders there was a delay and next thing they just cancelled it it out any explanation .. completely unprofessional untrustworthy company ,, never again!!!

I placed my first order with them, but it was a really bad experience. First of all the discounts showing at checkout was not applied in my payment going back-and-forth with support about it but it just stopped responding. Then I placed an order for multiple items but one item I wanted specifically. They only sent half of my order and cancelled the item that I really wanted when I asked them why they said it was out of stock but the product was still available on the website so I asked them if I could order it again and if it would arrive and they didn’t respond and I asked them again in a separate email but I just never got an answer. It seems like they really don’t give a ***** about their customers. Now, I need to re-order the lipstick that they cancelled and pay full shipping fee. And on top of that they claim that I already used my discount And on top of that they claim that I already used my discount coach which was never replied in the first place.

I just tried 3 times to place an order on the European website. Each time it was cancelled by the company, they said it was because of payment issues and that their insurance company had a problem with my order! The real reason I suspect is because I used a 15 percent discount code and they simply didn’t want to honor it! Disappointed and disgusted.. my first attempt at ordering from them directly and it won’t happen again. Seeing the reviews on here I think I should be grateful as it seems they are a terrible company to buy from.

I am very disappointed with my recent experience with Natasha Denona customer service.
I placed an order after becoming a new member of the Natasha Denona website. I was charged $10 for shipping, even though I had originally planned to purchase the products through Sephora to receive free shipping. Since I became a new member and was given a 15% discount, I contacted customer service and asked if they could kindly waive or refund the shipping charge as a courtesy.
Customer service responded that the shipping fee would not be refunded. I then replied and explained my situation further, but after that, I received no response at all.
My concern is not simply the $10 shipping charge. It is the lack of customer service and follow-up. As a new customer who was interested in trying and purchasing more products from the brand, I expected a more helpful and professional response.
Unfortunately, being ignored after I followed up has left me very disappointed. I hope Natasha Denona will take customer feedback seriously and improve the way customer concerns are handled
Sepideh hamedani

Their website is garbage. It reloads constantly, emptying the cart and flickering around like it’s haunted by an obnoxious ghost. How is it possible to even own a simple shop site that doesn’t work in this day and age? Return policies language is confusing and product information is jumbled around. It’s not hard, Natasha.

I purchased a 2 palette set on a really good sale price and one arrived damaged. I requested a replacement, and was sent a postage label, however once they received the damaged one back they did not replace as requested. They only refunded me only a portion of what I paid. I will never order from them again.

I ordered an eyeshadow pallete that was broken when I opened the package. I sent numerous emails and to date have not had an acceptable response. Customer service is appalling and the product low quality. Definitely not worth it, Do not buy this product, the marketing, quality, customer service is a complete sham!

Ordered from this company paid $39.84 and was refunded $29.84 without me requesting my order to be cancelled. Apparently the delivery was unsuccessful, despite the constant text messages, did not receive notice or the product. Contacted customer service, which didn’t help or tried. Scam!!

I am extremely disappointed with my experience with Natasha Denona.

I placed Order #232445 and trusted this brand with a purchase that is quite expensive for me. Unfortunately, I NEVER received my package. The tracking number (FedEx 399483199227) has shown “delivered” since March 13, yet I have absolutely nothing.

What is even more frustrating is the complete lack of support and accountability from the company.

I was told that the courier claims the order was delivered, but I was NOT provided with any valid proof of delivery:

no photo of the package at my door
no signature confirmation
no evidence that the package was handed to me

From my side, I can clearly state: I did NOT receive this order.

Despite explaining this multiple times, I have been completely ignored. No proper investigation, no assistance, no resolution — just silence.

This is unacceptable.

Under U.S. consumer protection practices, including Illinois state standards, the seller is responsible for ensuring that the goods are delivered to the customer. Marking an item as “delivered” without proof does NOT fulfill that responsibility.

At this point, I am formally requesting a resolution:

either a FULL refund
or a reshipment of my order

If this issue is not resolved promptly, I will be forced to escalate further — including filing formal complaints and publicly sharing this experience across my social media platforms and consumer protection channels.

I truly hoped to resolve this privately, but the lack of response leaves me no choice.

This situation reflects very poorly on the brand.

Khrystyna Skorokhoda

Wordt experience ever

Ordered 2 palettes
They arrived broken

Had to return them
2 months after I still dont have the right refund

Dont order from ND
Their customer service is the worst

I made a purchase on your website, but upon delivery, the products were in colors that were not suitable for my skin tone. When I contacted your team to request a return, I was initially informed that, because the items were purchased on promotion, they were not eligible for return.

After sending multiple emails explaining that under European consumer law customers have the right to withdraw from a purchase within the legal cooling-off period (regardless of whether the item was purchased on sale), I was eventually told that I could proceed with the return.

I returned the products, they were received by your company, yet no refund was ever issued.

I sent several follow-up emails and only received a response after I opened a chargeback with my credit card provider. At that point, I was told that I would only be refunded if I cancelled the chargeback, which is completely unacceptable.

This entire experience demonstrates a lack of professionalism, transparency, and commitment to customer service. I will never purchase from your brand again and will make every effort to share this experience publicly so other customers are aware of how returns and refunds are handled.

At this stage, I am still awaiting the final outcome from my credit card company regarding the chargeback.

While I love Natasha Denona products, I will no longer be buying anything from their website in the future. I ordered two concealers and a small eye palette. A few days later, they sent an automatic email saying I would be refunded for the concealers because they were no longer available. Well, then why on Earth were they listed as in stock on your website?
And without even consulting me about whether I still wanted the remaining item, they went ahead shortly after and shipped just the small eye palette. So I ended up paying a 10-euro shipping fee for something that costs around 14 euros, when I could’ve bought it from Sephora. I messaged them, kindly asking for a refund of the shipping fee since this was their mistake—both for not consulting me and for not updating the website accordingly. They completely ignored me and never responded.
It’s a bunch of unserious, incompetent people running the website who do not care about customer satisfaction whatsoever. I’m not going to get richer over 10 euros, but out of principle, given how they handled this, they will no longer have me as a customer. In the long term, they lost much more by losing me as a customer than they would have by refunding a 10-euro fee.

I bought two eye shadow palette. They arrived to Italy where I live very quick and they are top quality. I am thinking of buying another one! Obsessed! 🥰

Customer service is useless! I purchased a palette that developed a rancid smell soon after I have recieved it. I contacted customer service asking if there have been other cases of smell change and if the palette is still safe to use. I sent them batch number to check this specific batch as well. The answer was: batch code means nothing to us and we won’t check anything.
I suspect that I have received a very old batch that went rancid and they won’t check the batch number because they know it. Super disappointed.

I ordered directly from Natasha Denona, €107.10 for the Circo Loco Palette, order #25294. The package arrived without a single piece of tape or seal, they didn't even bother with basic scotch to keep it closed, meaning anyone could have opened it, and of course the palette was missing. I always record every parcel delivery in case of problems, so I had full video and photo proof showing the package was unsealed and the product missing. Since the video file was too large to attach, I sent the photos right away and offered to share the video through another method if they provided one... but of course, I never heard back on that.
It has now been more than nine days since I reported this issue, and I still have no refund, no resolution and no response. All I got was a generic “your case is under review” reply 9 days ago that lead nowhere.
What makes this worse is that their customer service actually lied to me. A few days ago, after sending another e-mail requesting a response, they wrote: “Hi, I hope you’re doing well. I messaged you a few days ago and haven’t heard back…” This is simply not true as shown in their own conversation history. The only thing they had sent me was a generic “under review” response and nothing that required a reply. What exactly did they expect me to respond to? When I did reply to that message, they ignored me again.
This feels like a deliberate tactic to wear down customers and avoid taking responsibility. It is dishonest, unprofessional, and insulting to anyone who spends money on their products.
For a so-called “luxury” brand, this is shocking behavior. I would never order from their website again and strongly advise others to avoid it as well.

I bought the nude pallet with an eyeliner crayon. The crayon broke immediately. Though I purchased from Amazon, they do not stand behind their product and will not replace it. It’s not that great. I would give this a negative mark if I could.

I purchased the "I Need a Nude" eyeshadow palette, expecting a pristine, high-end product. Instead, I received a used palette. There was someone else's makeup on the outside of the container, and three of the shadows were visibly pressed. This was not a minor factory imperfection. It was clearly used.

When I reached out to customer service, they asked me to send pictures, which should not be necessary for a premium brand. I sent four pictures clearly showing the issue. After multiple emails, their response was dismissive. They claimed the shadows are pressed at different levels during production. This was not a factory pressing issue. This was a USED PRODUCT.

Instead of replacing it, they offered me a ten percent discount to keep it. Seriously? I paid for a brand-new luxury product, not someone’s return. It is not even sanitary to offer this option.

The entire process required six emails and a voicemail that was left but never returned. Their phone support is nonexistent, and their emails do not even include a personal name of the representative, making it impossible to know who you are dealing with.

This was NOT my first but it was my last purchase from Natasha Denona. I am so sad because I love their concealer and foundation powder.

But their terrible customer service and unacceptable quality control is not something I can overlook. Avoid purchasing from them. If you must buy her brand, but at your local store.

I returned my order over a month ago, and Natasha Denona has ignored my messages and failed to issue my refund. Their customer service is completely unprofessional, evasive, and unresponsive. I’ve wasted so much time trying to get a basic refund. I will never purchase from them again—beware if you ever need to return anything!