After being sceptical about these products, I receive my free samples and cancelled my subscription straight after as many more companies have promised the earth and have failed to deliver what they p... See more
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Review summary
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Outstanding customer service. I spoke with a representative called cat. She went above and beyond to meet my needs, as quickly and efficiently as possible, which I’m extremely grateful for. I woul... See more
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Have had the pleasure of dealing with Cat over the past few weeks. Although the cream is lovely I just could not afford to continue with it due to personal issues. Cat has been fantastic answering al... See more
Company replied
I have been a subscriber to Lavie Labs for at least a year or two now. I love their products but mostly I love the customer service. Every time I've needed to skip a delivery I have emailed them and I... See more
Company replied
Company details
Written by the company
A pioneering UK-based company in skincare for almost a decade, selling our premium medical-grade skin care products to Dermatologists and cosmetologists worldwide and our target audience in the UK and USA.
Contact info
London, United Kingdom
- support@lavielabs.com
- www.lavielabs.com
4.0
Great
975 reviews
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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I spoke with Rob and we sorted out a…
I spoke with Rob and we sorted out a skin routine.
I explained my issue with dry skin and he was very knowledgeable in what he recommended.
I was extremely impressed and happy
May 19, 2026
Unprompted review
Reply from Lavie Labs
We are really glad that Rob is looking after you! We look forward to being a part of your skincare journey going forward!
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Don’t be taken in! (Updated)
As per other reviews here, this company are operating what appears to be a scam.
Do not be taken in!
I received a cold call, offering a free trial of their product for just the postage cost. Once they have your card details, you are effectively signed up for a subscription that you can’t cancel. This is because the only route you get to contact them is via their “support” email address and regardless of what they say in their responses to several other similar reviews, they simply ignore any cancellation requests. You get no responses whilst they continue taking payments of over £44.
To cap it all, the product(s) they sell seem to be of poor quality (brings me up in a rash), but based on the way they operate, this is not a surprise.
Edit: having read their totally expected reply, let me supply some additional information.
We sent 2 cancellation emails to both their support address & the guy that set up the original trial & received zero response. They then took our money & sent their product. We emailed again to say that we didn’t want it, offered them the opportunity to collect it & informed them that we had taken up this issue with our bank. Still no reply.
When the bank contacted them, they attempted to say that it was a valid transaction, but unknown to them, we had explained the situation to the bank prior to them taking the money & the bank pushed back on our behalf. Then (co-incidentally around the same time as our review), they finally folded & refunded our money. Still no response from the company to any of our prior communication, other than their nonsense reply to this review.
March 30, 2026
Unprompted review
Reply from Lavie Labs
I am terribly sorry you feel this way! We have a no quibble cancellation policy and our support team aims to respond within 24 hours Monday to Friday. So that we can get this resolved for you please email Cat.M@lavielabs.com and we will look in to your specific circumstances.
I am so glad that Guy introduced me to…
I am so glad that Guy introduced me to the best beauty products I have ever tried. Guy also described exactly what the products offer. Can’t thank Guy enough.
May 13, 2026
Unprompted review
Reply from Lavie Labs
I am really glad Guy is looking after you and that you are enjoying the products!
Like the other ladies on this review
Like the other ladies on this review. I received a 'cold call' don't know where they got all my details, quite alarming when I now think about the strategy. Yes a sample arrived. The label adhesive was coming off...slight alarm bells. The texture seemed ok and the scent was ok. This was described as triple medical grade...whatever on this earth that means. However, it was clear I would have used this in a week if I had followed the instructions and included my neck. No difference whatsoever. It seemed to make my skin even hungrier. Then the nightmare you see £44+ come out of your account...of yes, this is the scam, it becomes a subscription, but the timescale was very short. The phone call to the bank...Yes, embarrassingly, I'm that stupid person. Emailed the company, but I am not expecting to get a response. Why do people do this...
May 8, 2026
Unprompted review
Reply from Lavie Labs
I am really sorry to hear this! It is confirmed in both the call and the welcome email that you will be charged in 21 days should you not contact us. The 20ml jar is designed to last three weeks as you only need to use a small amount daily. We would love to get your case resolved as soon as possible! Please email Cat.M@lavielabs.com and we will look into this for you.
Fabulous customer service and amazing…
Fabulous customer service and amazing products I can’t speak highly enough of these products and the people in the customer service dept 10/10 ❤️
May 7, 2026
Unprompted review
Reply from Lavie Labs
Hi,
10/10 ❤️
Thank you so much for your wonderful review! ❤️
We’re absolutely delighted to hear that you’re loving both our products and the service provided by our customer care team. Your kind words truly mean a lot to us, and feedback like yours motivates us to continue delivering the best experience possible.
We really appreciate your support and your 10/10 recommendation — thank you for being such a valued customer! 💕
Lavie Labs Customer Support Team
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Reply from Lavie Labs
Hi there,
Thank you for taking the time to share your feedback! We’re so pleased to hear that you found our service hassle-free and that you’re enjoying the product.
Your support means a lot to us, and we look forward to serving you again in the future!
Best Regards,
Lavie Labs Support Team
Be careful
Be careful. I had a phone call with a lovely lady who told me about the £4.95 trial Matanika starter kit. I agreed to try it out for a one off payment of £4.95 and went to the website to pay on their "secure payment link".
However, this signed me up to a subscription for £44.90 every 2 months which I did not agree to.
There is no easy way to cancel this subscription. This is technically illegal with new laws coming in, in 2026 / 2027 which will require an easy "click to cancel" process.
I also tried emailing them and no one has got back to me 2 business days later.
This has completely put me off ever using this brand again.
If the sales tactic wasn't so misleading, I would have happily received my trial package, tried it out and would have bought more myself. However, after this I will never buy anything from them again and will be telling friends about my experience (who have also bought from lavie labs in the past).
If this has happened to you and you are worried about a payment coming out of your bank, as an emergency measure you can just cancel your credit / debit card with your bank and then the card details they have on file won't work when they try to take out the unauthorised payment.
April 29, 2026
Unprompted review
Reply from Lavie Labs
Hi there,
Thank you for taking the time to share your feedback.
We’re sorry to hear you feel this way, however we would like to clarify that cancelling a subscription is very straightforward. Customers can cancel at any time by contacting our support team, and once a cancellation request is made, no further payments will be taken.
We also do respond to all customer emails within our support timeframe, and we’re always happy to help if there are any issues or concerns with an account.
If you would like us to check or cancel your subscription for you, please contact us at support@lavielabs.com, and we’ll take care of it right away.
Kind regards,
Lavie Labs Customer Support Team
Misleading hard sell.
I was cold called by this company several years after previously purchasing a product from them. I was asked if I wanted to try a new product for free. I was driving at the time, but agreed to give it a go. I was advised I would only pay the postage. If I liked the product after my months trial, I could have it at the discounted price of £44.90. I noticed after 2 weeks that the money was about to leave my bank account. I contacted them to ask them to cancel the transaction as I had not reached my trial period end, or made the decision whether to buy any more of the product. They assured me that they would. I also contacted my bank, who advised they couldn't refund the payment until it had actually left my account.
I then received a call from a different member of lavie labs offering another option of products to "make things right".
I was on my lunch break at work, and in a rush to end the call. The guy gave me lots of bumph on the products and how good they were. I asked him to email me the info so I could peruse it when I had more time. No email arrived.
The next day, I noticed £50 left my bank account along with the £44.90! Then a years worth of products arrived in the post.
I contacted them to say I wasn't happy that all this was rushed upon me. I expected to get the email first. The guy assured me he had sent the email, I didn't get it. He said he would resend, I did get it after the third attempt.
I asked to return the items, as these were going to cost me over £500 paying for them monthly. It cost me £21 to return! I did get a refund of the initial £50, but not the £44.90.
Their products may work, I don't know, but they need to be more transparent on their sales tactics.
I would avoid them purely because of this.
April 7, 2026
Unprompted review
Reply from Lavie Labs
Hi there,
Thank you for taking the time to leave your feedback.
We’re sorry to hear you feel this way. To clarify, the subscription terms are presented at the point of purchase, and by completing the checkout, customers agree to the recurring subscription in addition to the £4.95 trial shipping fee.
Regarding cancellation, the subscription can be cancelled at any time by contacting our support team. Once a cancellation request is received, the subscription is automatically cancelled and no further charges will be taken going forward.
We also take all customer concerns seriously and aim to respond to all emails as quickly as possible within our support timeframe.
If you would like us to check your account or confirm cancellation for you, please feel free to contact us directly at support@lavielabs.com, and we’ll be happy to help.
Kind regards,
Lavie Labs Customer Support Team
Would not recommend this company…
Would not recommend this company finally got a refund through my credit card company and I refused delivery
April 22, 2026
Unprompted review
Reply from Lavie Labs
Hi,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations, and we understand how frustrating this situation must have been for you.
We respect your decision to refuse delivery and appreciate you bringing this to our attention. As per our company policy, we are able to process a refund in cases where the product has not been received. Once the returned shipment is confirmed or verified by our team, the refund can be arranged accordingly.
We always aim to provide a smooth and transparent experience, and we regret that this was not reflected in your case. Your feedback is important to us and helps us improve both our service and communication.
If there is anything further you would like us to review, or if you need assistance with the refund process or confirmation, please don’t hesitate to reach out to us at Support@lavielabs.com
. Our team will be more than happy to assist you.
Kind regards,
Lavie Labs Customer Support Team
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Someone called me and emailed me
Someone called me and emailed me. When I call the number back it is constantly busy. This is clearly a scam. I want to know where they got my information from. I have emailed but yet no response!!! Please explain where you got my details and why the person never got back to me.
April 21, 2026
Unprompted review
Reply from Lavie Labs
Hi,
We would like to reassure you that we are a legitimate company and not a scam.
Your details would only have been obtained through a consent-based interaction, such as an online form or partner website. We apologise for any difficulty you’ve had reaching us and for the delay in responding to your email.
If you would like us to look into this further, please contact Support@lavielabs.com
with your details and we will assist you as quickly as possible.
Kind regards,
Lavie Labs Customer Support
Will not cancel subscription
I have written repeatedly to ask them to stop charging my mum with Alzheimer's over £100 a month from both her email and my own. They have not for 6 months. She's no longer recieving products, just charges. No response. Awful.
April 21, 2026
Unprompted review
Reply from Lavie Labs
Hi there,
Thank you for bringing this to our attention, and I’m very sorry to hear about your mum’s situation. We take concerns like this extremely seriously, especially where a vulnerable customer is involved.
Please rest assured that we want to resolve this for you as quickly as possible. To locate the account and stop any further charges immediately, could you kindly provide your mum’s full name, postcode, and the email address used to place the order? You can send these details directly to us at Support@lavielabs.com
.
Once we have this information, we will:
Investigate the account as a priority
Ensure any active subscription is cancelled immediately
Review the charges and work with you toward a fair resolution
We sincerely apologise for the distress this has caused and appreciate your patience while we work to put this right.
Kind regards,
Lavie Labs Support Team
Reply from Lavie Labs
Hi there,
Thank you so much for your lovely feedback! We're delighted to hear that you've been enjoying the product and seeing such great results. It’s wonderful to know it’s leaving your skin smooth and giving you a positive experience.
If you ever need any assistance or have any questions, please don’t hesitate to reach out to us at Support@lavielabs.com — we’re always happy to help.
Kind regards,
Lavie Labs Support Team
I’ve used this for a number of years…
I’ve used this for a number of years and I wouldn’t use anything else. It’s the only product that truly works for me!
April 13, 2026
Reply from Lavie Labs
Hi there,
Thank you so much for your lovely feedback! We're delighted to hear that you've been enjoying the product and seeing such great results. It’s wonderful to know it’s leaving your skin smooth and giving you a positive experience.
If you ever need any assistance or have any questions, please don’t hesitate to reach out to us at Support@lavielabs.com — we’re always happy to help.
Kind regards,
Lavie Labs Support Team
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Love it long time I used Fast and safe…
Love it long time I used Fast and safe results appear, leaving the skin smooth and pleasing.❤️
April 13, 2026
Reply from Lavie Labs
Hi there,
Thank you so much for your lovely feedback! We're delighted to hear that you've been enjoying the product and seeing such great results. It’s wonderful to know it’s leaving your skin smooth and giving you a positive experience.
If you ever need any assistance or have any questions, please don’t hesitate to reach out to us at Support@lavielabs.com — we’re always happy to help.
Kind regards,
Lavie Labs Support Team
Cold called by a very persistent sales…
Cold called by a very persistent sales person. She said she was going to send a sample and then interrogated me about my skin type, skincare etc. She was very patronising, lecturing me about ingredients. I indicated that I needed to leave the call for a meeting but she went on and on until I had to just hang up. Dreadful.
April 17, 2026
Unprompted review
Reply from Lavie Labs
Hi there,
I’m very sorry to hear about the call you received.
This is certainly not the level of service we aim to provide. We do not condone persistent or pressuring behaviour, and we understand how frustrating and uncomfortable this must have felt—especially when you made it clear you needed to end the call.
We take this feedback seriously and will be addressing it internally with our team to ensure this does not happen again.
If you could kindly share the phone number that was contacted or any additional details, it would help us investigate further. Please feel free to reach out to us directly at Support@lavielabs.com
.
We sincerely apologise again for your experience and appreciate you bringing this to our attention.
Kind regards,
Lavie Labs Support Team
As much as possible regarding skin care
I am so happy with the chat I had with Rob today. He is so very helpful and kind. Customer service with Rob is fantastic and I can’t wait to receive my products the he advised and recommended for me. I know I will be chatting to him again.
Well done Rob.
From Sharon Joyce.
March 29, 2026
Unprompted review
Reply from Lavie Labs
Hi Sharon,
Thank you so much for your lovely feedback! We’re absolutely delighted to hear about your positive experience with Rob. He truly is a valued member of our team, and your kind words will mean a lot to him.
We’re so glad he was able to assist you and provide recommendations you’re excited about—we’re confident you’ll love your products! We’ll be sure to pass along your praise to him.
We look forward to chatting with you again soon!
Warm regards,
Lavie Labs Team
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Awful do not recommend
Awful rubbish do not recommend! CEO Is rude as well
December 18, 2025
Unprompted review
Reply from Lavie Labs
I am terribly sorry to hear this Maya, please reach out to support@lavielabs.com so we can look into your experience as we have been unable to locate you within our systems. I would love to get this resolved for you personally.
Matanika Age Defying Cream in Number 1
The Matanika Age Defying cream is the best product my wife has used and now will not use any other product.
March 10, 2026
Reply from Lavie Labs
We are really glad you are enjoying the Matinika! We look forward to being a part of your wife's skincare journey for a long time to come!
I absolutely love these products I have…
I absolutely love these products I have been using forever and will keep doing so. I recommend all products it's like a mini face-lift after 2 months of use. Brilliant stuff!
March 30, 2025
Unprompted review
Reply from Lavie Labs
Thanks Gloria! We are thrilled you are enjoying the products and the results just keep getting better!
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