Amazing products I've been using for a while, and the customer service is amazing!!!

I have been using inkey list for about 2-3 years now everything has been fine, I ordered my usual cleanser and moisturiser 10 days ago no sign of it, so I emailed them to see that was going on. Not helpful at all couldn’t be bothered with me send me, wouldn’t escalate my problem said to wait longer. I won’t be purchasing again.

I opened a brand new tube of lip balm that I purchased in store and it was so grainy that it's unusable.

At the beginning they made it seem like that is normal and suggested how I could dissolve the grains which I tried and it did not work.

When I got back to them and asked for a voucher of the worth of the product they asked me for more information like the batch number etc, which was already shown in the initial photos I sent them, and suggested I took the product back in store to ask for a refund. I have not kept the receipt and I am sure it's too late for a refund in store. I am not happy with their policy, I have their product which is unusable and they did not try to rectify this. I have tried lots of their skincare in the past, but I have now removed their items from my wishlist.

"Very disappointing product"

The texture of this eye cream was inconsistent – partly watery, partly clumpy – which made application unpleasant. The smell was also very strong and off-putting.

Unfortunately, I did not notice any brightening effect or improvement on my under-eye area, as the product claims.

Overall, it did not work for me and I would not repurchase.

My experience with this company has been dismal. Bottom line advice: if you want their products DO NOT order from them online. Sephora and other retailers have their products and you'll save yourselves a lot of trouble. For me I ordered something, they charged my credit card, but then did not receive an email confirmation. Long story short there may have been a tech issue with them, or maybe me with the email address, but the point is trying to solve this there may have been two different departments responding to me. One was saying they have NO RECORD of my order (yet they charged my card anyway) and the other was saying the package is on the way. After continuing in the same direction (two different stories) I gave up and asked my cc company to withhold payment, and notes on my door and in my mailbox to return the package to sender if it arrives. Finally yesterday they come clean and say the emails that they don't have record of the transaction was AI produced. But they never said that it wasn't from a person. So as I started with here, save yourself a lot of hassles. Do not buy from their online web site or deal with their customer service. They don't care about you and you shouldn't care about them.

Great customer service.
I inadvertently ordered an incorrect item and contacted the customer service team to see if I could cancel the order. They responded quickly and cancelled the order straight away and refunded my payment so I was able to reorder again….correctly!! 😜
Definitely putting the customer first alongside great products that I’m really enjoying using and definitely seeing benefits with regular use.

Yes yes yes!!! Top tier results without the crazy prices. I've made the swap from Neals Yard to Inkey and after 3 weeks of use, im feeling and seeing better results...more money in my pocket too 😊

If you need help from them don't even bother, their customer service is so bad. Tried to use the AskInkey chat, told I would be put through in minutes, didn't get a response. Hours later I got an email from the team suggesting I take the online quiz and let them know if I need further help (my question on AskInkey was 'I've taken the quiz and need further help' so what a pointless email to send). I highlighted this in my response to their email and went on to say what I needed help with, the email I got back was they hadn't heard from me so would close my ticket if I didn't respond. I sent another response, and yet again got another messaged to say since they've still not received anything from me they would be closing the ticket and if I need help again to get in touch. Just a pointless waste of energy trying to get their advice, you would think going direct to the company who make the products would be the most helpful.

My advice is if you love The Inkey List that much and want to continue using their products just shop through places like Sephora etc, at least you'll actually receive good customer service from people who actually know how to help.

I bought a SPF 30 Sunscreen 100% Mineral UV Filters since last year but I was very disappointed. I used several times and decided to bin it at the end.

The texture was very clumpy and it appears as if several ingredients don't mixed together. The cream just stick on to your skin and doesn't glide, the first product that I've ever come across this way. Needless to say that I won't be buying any more sunscreen products from the Inkey List.

This review is for the lip plumper only. This product contained hard little lumps. These lumps are quite sharp and hard. The customer service at The Inkey List advised me to warm up the tube or product in my hand to dissolve lumps. Not only did this not work but picking these lumps out of the product was gross and messy. I just threw out the 2 tubes, but what a waste of money. I DO NOT RECOMMEND this product!!

Excellent customer services, very helpful, I highly recommend them.

Great product but the packaging is rubbish. A nightmare to start the serum flowing, press it down to release serum and it doesn't always come out. Needs a new type of bottle

I’ve only tried one INKEY product - Glycolic Acid exfoliating stick - and it was great but it didn’t last very long. I used it about 12 times and it ran out. The product itself works very well. Unfortunately their shipping is extremely slow - I’ve been waiting over 2 weeks for my follow up order - and their customer service isn’t great either. I won’t be buying from them again. I’ll go to Look Fantastic or another retailer who excels in customer service if I want to buy an INKEY product in future. They really need to pay attention to their user experience, end to end.

Products are good quality and can see a difference to my skin.
Everyone is always so nice. Punctual answers and genuinely offered help and guidance.

Avoid The Inkey List if you want the brands you shop with to respect your rights and treat you with basic respect. One of the worst customer service experiences I’ve ever had. I contacted Inkey List after receiving a faulty product (Omega Water Cream with a broken stopper) and was met with a chain of AI generated responses all robotic, generic and completely unhelpful. I guess the AI plugin they were using started glitching, because I started getting multiple error messages from Kustomer App who power Inkey's AI chat bot.

When I called this out, I was met with smug and condescending emails from their customer service agent Chloe, who blatantly lied by saying the messages weren't AI. If she’d bothered to read the thread, she’d see my point about the error messages I got back.

The emails were patronising and instead of accepting responsibility or offering a resolution regarding the faulty item, Chloe doubled and tripled down and denied my rights under UK consumer laws. Inkey list repeatedly deflected responsibility to the retailer despite manufacturers still holding responsibility.

Inkey list has been nothing but dishonest, dismissive and tried to gaslight me about my rights. I had to escalated the issue to Trading Standards because they just won't take accountability and won’t be buying from The INKEY List again. Unfortunately this was my third bottle of the Omega Cream and I've used quite a few of their other serums, but I'm definitely going with The Ordinary from now on. They've lost a once loyal customer.

Saying they have no responsibility at all is disingenuous. Especially when their contact info is literally there on the packaging saying to get in touch if you have an issue!It's just poor business practice and that’s exactly the kind of thing Trading Standards cares about.

What about your moral and practical obligations? Maybe take responsiblity for the quality and safety of your products? Perhaps choose to resolve customer issues properly? And would it hurt to care about your brand's reputation and customer retention?

I bought the inkey exosome serum and the air pump stopped working after 2 days. Emailed Inkey, they asked how they could help and after I responded telling them the issue, I haven’t heard from them since. Wasted £20 so if you buy from them don’t bother with their products that have an air pump

I loved inkey when i first started buying but i think they've lost their way. Ethos seems completely different they keep jumping on pseudo science and tiktok hype type vibes. Hard to explain, none of it feels genuine anymore.

My main complaint is their loyalty scheme is getting worse and worse. Used to be great then they changed it so you can't use a code at the same time, then they changed it so you can only get £15 off an order regardless of how many points you have - i saved up as liked to get a big order free so now I'm stuck with heaps of points i have to shop multiple small orders which is bad for the environment and extra shipping costs. Now they're making it so you can't use the points during black Friday etc. Just pointless. Makes the points near worthless as everything is so overpriced outside of the offers. Honestly everything is just getting more expensive while ordinary who I've never ordered from is looking more affordable, I'll probably switch when i run my points down if they don't move back to their roots.

Also one of my orders went missing and they made me feel so criminal about it i ended up never getting a refund as my mam went into hospital so i stopped pursuing it. Quite annoyed now I've remembered.

Awful shopping experience. Awful shipping experience. Awful Customer Service experience.

Placed a $52 order on January 31, 2025. Never received any tracking updates and when I checked it manually, it always said the same thing with no changes for WEEKS. Support gave me a generic reply that wasn't helpful. On Feb 24 2025 (almost a month later!!) the tracking said the order was cancelled but I myself did not cancel it. Again support was unhelpful and seemed to give a generic or AI email response that didn't address my concern at all. On Feb 26 2025 I got an email saying my order had been returned to them and after a bit of back and forth (they said the order was returned because the carrier was unable to hand it to me directly. They did not even try to deliver it at all. I work from home and received no deliveries or delivery notices) they offered to resend my order and I accepted.
Once again I received absolutely no shipping or tracking updates and when manually checking the tracking number with the carrier, it had no change. Then on March 5 2025 I got ANOTHER EMAIL saying my order had been returned to them. Once again offered to resend my package but I am getting a refund this time.

Avoid shopping directly on Inkey Lists website. Just go to Sephora or whatever store carries them. The shipping carrier is sketchy, inconsistent and scammy, and the askINKEY and Customer Support is entirely unhelpful.

03/11/2025 UPDATE:
One of my orders finally arrived this afternoon. I'm happy it's arrived but I stand by my review of the awful experience I had with their shipping and customer service.

I’m really dissatisfied with the results of using the KB Bumps Stick. I’ve been using it since end November last year, applying it at least twice a day, two to three times a week, and haven’t noticed any significant changes. The bumps are pretty much the same as they were before I started using it. I’m not sure I can recommend this to anyone

I’m 61 and have just started using The Inkey List products and I’m impressed. I use the Oat Cleansing Balm, followed by Hyaluronic Acid Serum, Collagen Peptide Serum, Bio Active Ceramide Moisturiser and Brightening Under Eye Cream. My skin is sensitive and so many products don’t agree with me. The Inkey List products make my skin feel so soft and plump and not as expensive as other brands. I am going to try the SPF sun cream next. Five stars from me.