Skins Cosmetics Reviews 375

My package got lost and is missing for about 2 weeks, currently being investigated upon my request with DHL.
Requested SKINS NL to mark this as a complaint and refund me, in order to place another order.
So far they are refusing until the result of the investigation comes - which can take 8 more days.
This is such poor customer service and treating the customer like they are at fault. I have spent numerous emails with Skins and DHL to inquire about the order, and having my funds on hold for such a long time. Would recommend anyone ordering to prepare to be treated like this, sadly. I will also go further to Thuiswinkel Disputes Committee for such an unfair practice towards your customers.

Absolutely love Skins. They have an outstanding selection of niche perfumes you simply won’t find everywhere- truly curated and unique.
What really sets them apart is their customer care. Their team is knowledgeable, responsive, and genuinely helpful. They assisted me quickly with both a faulty delivery and loyalty points, which made the whole experience seamless.
A rare combination of exceptional products and excellent service. Highly recommended.

My previous experience was good, enjoying the selection and boxes. Everything was great. But my last order was a disaster. It hasn't arrived for nearly a month due to DHL failure. Support didn’t help; DHL attempted delivery at 11pm, then sent it back the next day. I immediately contacted support on March 23rd who confirmed they'd resend it, it was second attempt. I requested a third attempt since it was a gift and I needed my order. After a week without updates or emails, I saw a refund status in my account. I repeatedly asked for the package, even suggesting delivery to another address, though I never had delivery issues before.

I'm from Germany and this is already my third order—and I'm more than satisfied! The sample service is great, the items are packaged nicely and securely, and they're shipped really quickly.

In contrast to a few other reviews I have no complaints at all. I ordered a sample set of a perfume, that I just couldn’t find in any store to try out. A blind buy would‘ve been too risky so I stumbled upon skins and everything worked out perfectly! I ordered it to Germany so it took 5 days I think, and it arrived in a great shape.
PS: The perfume smells awesome and I‘ll probably won‘t be able to keep myself from buying a whole flacon.

Skins has been really disappointing for me lately.. Today was the 6th order that got canceled because there was “not enough stock” even though I could order the same product on their site for multiple days in a row (and multiple pieces). When you contact their client service about this, they basically say “not our problem, have a good day”. Not at all what I’m used to from Skins as an almost level 4 member. This was probably my last time buying from them.

I have been a biggest fan of the shop. Not only the wide variety of brands/products choices but their online customer service level is top notch! What a quality they offer. You can expect a very pleasant shopping experience with Skins. I will be their loyal customer!

Don’t order here! It’s unbelievable to be left completely in the cold after placing an online order of €100. The package was supposed to be delivered via DHL but was never delivered, even though I was at home at the scheduled delivery time. No signature, not left with neighbors — simply not received.

Skins takes no responsibility and hides behind whatever DHL claims, without offering any solution.

Have bought often in de store but this kind of service is very sad and unfair.

I’m genuinely shocked at how unprofessional Skins’ website and online fulfilment are for such a big international “luxury” retailer. I ordered a body mist on 27 December, clearly marked in stock, and even paid for gift wrapping + a card. Skins took my money, sent an order confirmation, and then provided tracking.

The delivery date and tracking details changed multiple times, which was annoying but understandable around the holidays. What’s not understandable is that after I finally received confirmation from the delivery provider that it would be delivered, I then got an email saying the item was out of stock.

Why was it listed as available in the first place, and why did it take so long to tell me? By the time I found out, it was too late to reorder elsewhere, and the gift was ruined.

No apology that matched the inconvenience, no meaningful compensation, and no effort to resolve the disappointment. This might be excusable for a tiny webshop. For Skins, it’s unacceptable.

I bought sample set of parfums Orto parisi. I liked Megamare so so much that I bought 50 ml directly from Orto parisi. But they are very different. I like smell from sample more, it was really oceanic and Megamare original is more heavy. I don't think skins sold me original parfums. And now I wonder what did the sell me because I want that one))

I bought a gift set in The Hague that was priced at 30 euros. Was told at the counter that pricing is wrong, despite the fact that all other items were priced at 30 euros too, and forced to pay 60 instead. I looked the item up online and it was indeed priced at 30, not 60. Please be careful if you decide to shop there.

Order never received and returned to sender for no reason. Customer service could not find a solution to this problem.

I don't recommend this store if you want to receive your items quickly.

I bought the Skins Advent Calendar this year for €163 because I trusted the brand and expected a luxurious, curated selection of minis and travel-size products. I was genuinely excited to treat myself for December.

Unfortunately, the majority of the items I opened were labeled “FREE SAMPLE,” “NOT FOR SALE,” or “GIFT.” These are promotional samples that brands usually give away for free, not products intended for retail. Large boxes contained tiny sample vials or wax tablets marked “sample,” which felt misleading and very disappointing for the price.

The calendar did include few full-size items (Sunday Riley Good Genes and a Rudolph Care moisturizer), which I appreciated. However, this does not change the fact that the overall experience was not what the product description suggested, and I would never have purchased the calendar had I known most items were promotional samples.

I contacted customer service and received a polite but dismissive response stating that the full-size items exceed the value paid, and therefore no compensation would be offered. This completely ignored my concern about transparency and presentation.

I’ve bought advent calendars from other luxury retailers before and never encountered something like this. This experience felt misleading, and I wanted to share it so others know what to expect.

I’ve been a customer since I moved to the Netherlands, and I’ve always had wonderful experiences with Skins both in their stores and on their webshop, as well as with their customer service. Highly recommended

Everyone in the company is nice and helpful. From the sales people to the customer service agents. Shout out to Dana, who graciously and quickly helped me find a solution for my issue.

Today marks day 5 since I reported that my order – marked as delivered by DHL – never arrived. The delivery was already one day late compared to Skins’ stated delivery promise. Since then, I’ve had to reach out myself almost daily, yet haven’t received a single proactive update. I even called again this morning, but once more, nothing was communicated back.

Communication has been distant and lacking any sense of urgency or customer focus. The team mainly refers to internal policies and procedures, which do nothing to resolve the issue and only highlight a lack of ownership or accountability.

Most disappointing is the absence of awareness that customers here spend hundreds of euros, expecting premium service in return. From a brand positioned as high-end, one would expect responsibility, empathy, and action – not standard replies and delays.

Conclusion: a brand with luxurious branding but customer service that falls far short. Premium prices combined with low-cost service completely undermine the brand experience.

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Vandaag is dag 5 sinds mijn melding dat mijn bestelling – volgens DHL bezorgd – nooit is aangekomen. De bestelling was bovendien al een dag te laat ten opzichte van de leverbelofte van Skins. Sindsdien heb ik zelf bijna dagelijks contact moeten opnemen, zonder ook maar één proactieve update. Vanochtend nog gebeld, maar opnieuw niets vernomen.

De communicatie is afstandelijk en zonder gevoel van urgentie of klantgerichtheid. Er wordt vooral verwezen naar beleid en procedures, terwijl dat in deze situatie niets oplost en vooral laat zien dat men niet bereid is om écht eigenaarschap te nemen.

Wat het meest teleurstellend is, is het gebrek aan besef dat klanten hier honderden euro’s uitgeven en op basis daarvan een premium service verwachten. Van een merk als Skins mag je meer verwachten dan standaardantwoorden en het doorschuiven van verantwoordelijkheid.

Conclusie: een merk dat zich als high-end profileert, maar een klantenservice biedt die daar ver onder blijft. Luxe producten met low-cost service – dat doet afbreuk aan de hele merkbeleving.

Beware of the advent 2025! My husband bought me the Skins advent 2025 for my birthday, which was a lot of fun to open. However the main center piece was a large 100ml bottle of Essential Parfums Patchouli Mania by Fabrice Pellegrin. It’s a scent that I really don’t like, it’s smells very soapy and powdery. I don’t think Skins need to put such a big quantity in such an advent because if it’s not to your liking this is a lot of money wasted. I think you should think carefully about purchasing this years advent unless of course you like this perfume! And when we asked Skins to address this problem, they were totally not interested. Skins could definitely do with improving their customer service regards after sales!

UPD After I sent a screenshot to the chat on the website, within an hour I received a response that the money was returned to me, apparently someone who can see numbers well has found it. The impression is ruined
And after I write to them for badly service reply was ‘ Thank you for your message. I can assure you that your refund was already processed, and we just submitted the request once again because it hadn’t appeared in your account. Unfortunately, there’s nothing more we can do from our side until it reflects in your bank.

We understand this is frustrating and appreciate your patience while the refund is completed.’
It was from person that wrote to me that can confirm me that they didn’t receive money. No apologies, nothing.

It's been a week and I still haven't received a refund for an order for a product that wasn't in stock. I ordered an Advent calendar, after I paid it was still in stock an hour later. After paying for the Advent calendar, another box arrived that was in the summer, so I decided to take it too. There was a problem with the payment of the box, I didn't notice the limit on the card for online payment, I made a new one in a couple of minutes, payment was successful. The box was sent first, on the same day. Advent also initially received the status in progress, and on the third day I received a letter saying it was out of stock, although in some offline stores it was still tracked as being in stock. 6 days after the cancellation I wrote with a clear order number, to which they wrote back that the payment had not gone through, I started asking if they sometimes write to me for an order worth 70€ for a box that I could not cancel and which is in the cancelled status. To which they started writing back to me and that they could confirm. I sent a screenshot where it says about a refund Then they started writing to me about confirmation that they had not received the payment. Although I received an invoice for this order, I did not receive an invoice on order of the summer box because I could not pay due to the card limit. My bank confirmed that the payment was successful, and the payment is also visible in Paypal. And they confirmed with a screenshot where in Dutch you can see the word canceled in red, and no order amount or even some other info, literally nothing. How do I know if there is no specified amount or if it is not from a canceled order worth €70. I asked for a larger screen where the payment amount is visible and they started ignoring me, of course I will open a dispute on Paypal, but is it really impossible to sort out 3 orders that were made in one day?

sincere apologies were only in a pre-written letter, during communication they responded coldly and were not at all ready to hear you, this is the first time I have encountered such a service. They did not offer to wait and send an Advent from the offline store, and the product itself is there and hints that it can be taken as a gift,
and the shipment itself, which says 1-2 days, but they wrote me back on the 3rd day, which is not available. But they didn't write that the payment didn't go through, but wrote that the money would be returned after a few days, they don't adhere to any standards. Just ignoring and very little screen.

Ok i had a slight issue with my first order. I contacted them right away and I am just so happy that they reacted openly and how one would expect! i ordered from germany and was so happy to have found skins as im working on a journal for perfumes as a perfume maniac, i have to test alot of them and im collecting too. So im actually surprised by how perfect they reacted and i for sure will keep on ordering from here! Thank you for not dissapointing me and im super happy to have heard you think of opening stores in germany too!

Order never arrived, no refund either

I ordered from Skins and honestly regret it. They sent me the wrong product and since then it has been a nightmare. I explained everything, even sent photos, but nothing gets solved.

All I get are the same copy-paste apologies from “Linda” — no action, no solution. Weeks later I still don’t have the product I paid for, and they also haven’t refunded me.

It feels like nobody actually cares about the customer. For such an expensive shop this is unbelievable. Be careful before ordering — my experience has been terrible.

Update on my experience with Skins.nl

I placed an order worth €155. Skins sent me the wrong item. Instead of fixing their mistake and sending me the correct product, they first claimed that my order had been delivered (not true).

Then they replied with a standard message saying an “investigation” was underway. But nothing changed.

After my review on Trustpilot, they just closed my case (#94021) and merged it with another one. Here is exactly what they wrote:

“Aanvraag #94021 ‘Your return request with Skins’ is gesloten en samengevoegd met deze aanvraag. Vorige opmerking in aanvraag #94021:”

So my order is gone, my case is closed, and I still don’t have my money back.

👉 I insist on a full refund of €155.
👉 Closing cases instead of solving problems is unacceptable.

I will keep updating this review with screenshots and all communication so everyone can see how this company handles mistakes.

Second update on my experience with Skins.nl

Skins.nl should first admit that they made a mistake. When such things happen, the customer is left without the item they ordered until the company’s mistake is solved. This shows no respect for customers and asks them to go out of their way to fix problems they did not cause.

I clearly said I will return the wrongly sent item. But as a customer who already paid, I expect Skins.nl to first send me my correct order (€155), instead of forcing me to prove myself by sending back a €31 item. They don’t trust their customers, which demonstrates a lack of goodwill and respect in handling such situations. They only want everything done their way. without caring about the customer’s situation or conditions.

Even when I explained that I have a baby in my hands and no printer available, they still insisted on their process, showing zero flexibility or understanding.