Kayali is hands down my absolute favorite fragrance brand, and I genuinely love every single scent they release! But I am so incredibly happy that Vanilla Royale Sugared Patchouli is finally back. Thi... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Dear KAYALI team, 🤍🥹☁️ I haven’t had the chance to own a KAYALI perfume yet, but the moment I smelled your Marshmallow fragrance, I completely fell in love with it! 🍓🍬💕 It instantly be... See more
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I absolutely love the design of the bottle first of all! I feel real bougie! Second, each scent is picked blindly based on reviews are amazing i love them all started with sweet obsession kit. Then st... See more
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I absolutely LOVE this perfume! It smells like a slightly sweet, yet still fresh, second skin. The real beauty in this scent is, the longer it sits on your skin, the better it gets! It can very easily... See more
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Company details
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
4.1
Great
691 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
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Horrible service will never support again
Horrible service. Lost my money and they never delivered the product. After contacting customer service they kept saying my package was delivered by usps. I contacted customer service several times via email on different days and they refused to send me the package.
20 October 2026
Reply from KAYALI
Hello Carolina,
We are sorry to hear about your experience.
According to our records, your order was shipped and marked as delivered by USPS on October 24th.
For more details, including your tracking information, please contact our Customer Care team at customercare@kayali.com and use the subject line “Trustpilot" so we can prioritize your ticket. We will be happy to look into this further and help you get it resolved.
We thank you for your patience.
With love,
KAYALI Customer Care
Never received product, bad customer service
Never received product. Sent an email to customer service and they told me they couldn’t change the address and to take it up with the mail service. The mail service sent me a notice that the package is being returned to sender because the address was incorrect.
So I’m out money for a product that I didn’t receive and the customer service department at Kayali did nothing to help me. Will never buy anything from this company again.
14 October 2026
Reply from KAYALI
Hello Veronica,
We are sorry to hear about your experience.
According to our records, your order was returned to sender after a failed delivery attempt, as we were unfortunately unable to change the shipping address once the order was in transit.
Our Customer Care team will be getting in touch with you shortly to confirm whether you would like us to reship your order to your updated address or issue a full refund.
We thank you for your patience.
With love,
KAYALI Customer Care
Your site is the problem
I love the perfume I have, the only problem is that I can not order from your site which is really annoying when I really want to pre order the new perfume. I know its not my card just your site for some reason.
22 October 2026
Reply from KAYALI
Hello,
Thank you so much for your love of your KAYALI fragrance, and we are sorry to hear about the trouble you have had placing your pre-order on our website.
We would love to help you get your new perfume. Please contact our Customer Care team at customercare@kayali.com and use the subject line “Trustpilot” so we can prioritize your ticket. If you can, include a screenshot of any error message you see at checkout, and our team will look into this right away and help you complete your order.
We thank you for your patience.
With love,
KAYALI Customer Care
I don't even know where to start
I don't even know where to start, but the delivery was A1. It came sooner than expected and also the packaging was awesome and lastly the scents they all smell so delightful. Definitely will be re-ordering more.
21 October 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
Reply from KAYALI
Hello Ayana,
We are sorry to hear that the scent was not what you were hoping for. Fragrance is such a personal experience, and we completely understand that not every scent will be the right match for everyone.
We would love to help you find a KAYALI fragrance that suits you better. Our Discovery Set is a lovely way to explore a variety of our scents and find your perfect match before committing to a full-size bottle.
For any further assistance, please contact our Customer Care team at
We thank you for your feedback.
With love,
KAYALI Customer Care
I got what I ordered in a timely manner…
I got what I ordered in a timely manner and I was happy with the mini fragrance set so that I can see what other frangrances that I like.
14 October 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
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
I shopped blindly based on the reviews
I shopped blindly based on the reviews, descriptions, adorable packaging, and beautiful site! I am a happy camper to the fullest waiting on my Preorder of Vanilla Cupcake to ship out tomorrow, excited!
21 October 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
Reply from KAYALI
Hello,
Thank you for taking the time to share your feedback with us.
If there is anything we can assist you with, whether it is a question about our fragrances or help placing an order, our Customer Care team would be happy to help. Please feel free to reach out at customercare@kayali.com and use the subject line “Trustpilot” so we can prioritize your ticket.
If you are curious to explore our fragrances, our Discovery Sets are a lovely way to experience a variety of KAYALI scents and find your perfect match.
We hope to have the chance to welcome you to the KAYALI family soon.
With love,
KAYALI Customer Care
Loveeeeeeee marshmallow!!
14 October 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
Bad product. So disappointed.
I ordered multiple discovery scents packages to share with my family after I raved about these, and they smelled nothing like the full-sized versions. All smelled horrible, some downright disgusting. I had other people smell them to make sure I wasn't losing my mind, comparing a couple to larger versions we already have, and they smell nothing alike. I'm so very disappointed.
20 October 2026
Reply from KAYALI
Hello,
Thank you so much for sharing KAYALI with your family, and we are truly sorry to hear that your Discovery Sets did not live up to your expectations.
Quality is very important to us, and our Discovery Set samples are made to smell the same as our full-size fragrances. We truly appreciate your feedback and will share it with our team.
We thank you for your patience.
With love,
KAYALI Customer Care
Love the rose perfume infused with…
Love the rose perfume infused with musk, Mona you amaze us all the time!
13 October 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
I have been trying to arrange a return…
I have been trying to arrange a return for two weeks, and I still cannot return my order because I have not received a return shipping label. I have provided my return address in several emails already, yet nothing has been resolved.
I contact customer service every single day and check my inbox constantly, but I am still left waiting without a solution. I am literally begging for a response and for the return label I need to send the products back.
This is absolutely unacceptable and incredibly frustrating. How can a simple return take two weeks despite repeated emails and providing all the necessary information? I should not have to chase customer service every day just to exercise my right to return an order.
Please respond and provide the return shipping label immediately. This entire situation is simply ridiculous.
14 October 2026
Reply from KAYALI
Hello,
Thank you for your feedback and we are truly sorry for the delay.
Our Customer Care team will be contacting you via email shortly to schedule your return and provide you with everything you need to send your order back.
We thank you for your patience.
With love,
KAYALI Customer Care
I ordered it 11 days ago and it aint…
I ordered it 11 days ago and it aint even here yet.
17 October 2026
I love the perfume so much
I love the perfume so much
I can’t find anything negative. Only issue was out of your control was my mailing company took the products out of the main box and lost my lip palm haha. But everything else was amazing the purchase was a restock.
Send my love to the team and Mona kattan 💕
28 October 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
Rubbish returns and customer service
Want to return my item and they have made it impossible.
There is no returns label in the box and no reply from customer service.
21 October 2026
Reply from KAYALI
Hello Shelby,
Thank you for sharing your feedback, and we are truly sorry for the difficulty you have experienced with your return.
Our Return Policy, including how to request a return, can be found on our website.
A member of our team will be contacting you shortly to assist with your return as quickly as possible.
With Love,
KAYALI Customer Care Team
The perfume is absolutely amazing
The perfume is absolutely amazing, but the customer service is the worst ever.. i contacted them twice to return my purchase.. no reply till today..
doesn’t suit such a good perfume
Must be improved ASAP
14 October 2026
Reply from KAYALI
Hello,
Thank you so much for your kind words about the perfume, and we are truly sorry to hear about your experience.
We’ve looked into this, and it appears that your request received an automated response, as we didn’t receive a reply to that message, the ticket was automatically closed, which is why you didn’t hear back from our team.
A member of our team will be reaching out to you shortly via email for any further details needed and to process your return as soon as possible.
Thank you for your patience.
With Love,
KAYALI Customer Care Team
The perfume on it's first use did not…
The perfume on it's first use did not last.. after applying so much?? Absolutely disheartening after paying so much. It was an anniversary gift and the mood was so off.
19 October 2026
Reply from KAYALI
Hello Ayra,
Thank you for sharing your feedback, and we are truly sorry to hear that your fragrance did not live up to your expectations, especially as it was such a special anniversary gift.
How long a fragrance lasts is very personal and can vary from person to person, as it depends on factors such as skin type, hydration, pH and even the climate. That is why the same fragrance can last longer on some people than on others.
Here are a few tips to help your fragrance last longer:
• Apply it to moisturized skin, ideally straight after a shower and over an unscented body lotion.
• Spray it on your pulse points: wrists, neck, behind the ears and inside the elbows.
• Avoid rubbing your wrists together after applying, as this breaks down the fragrance notes.
We thank you for your feedback.
With Love,
KAYALI Customer Care Team
I love the bottle
I love the bottle, and the scent smells so nice. It’s a great perfume for everyday use. ❤️
20 October 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
The delivery was on time
The delivery was on time. The product was of great quality. I was very satisfied.
13 October 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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