My complaint was finally resolved - After several useless e-mails and two negative reviews - and actually they sent me the promo gift I was not sent before... Niche-beauty beauty, that's what your cos... See more
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Review summary
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I am in love with Niche Beauty! To start with they deliver your order truly in max 3 working days... they always have a separate "sale"section - in case you want to shop out of a whm!- and, last b... See more
Company replied
I actually love Niche Beauty, and would buy more for it if only they stock my other favourite brand: Act and Acre!
Wonderful products! Only free samples were not satisfying
Company replied
Company details
Written by the company
NICHE BEAUTY is an online portal founded in Hamburg, Germany and we are dedicated to offer our customers exclusively, exciting and luxurious cosmetic brands from all over the world. Our niche brands were previously known only to insiders and are now available to all of our customers at https://www.niche-beauty.com/en-de/.
Contact info
Spitalerstraße 9, 20095 , Hamburg, Germany
- +49 (0)40 607 72 58 0
- customercare@niche-beauty.com
- niche-beauty.com
3.9
Great
3K reviews
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I ordered lipcase and refill and…
I ordered lipcase and refill and lipcase can’t be used without a refill. I got confirmation that the order was accepted and the next email was that the order is on the way to me. I never was asked if I want to get only one item instead of two that I ordered. I can’t use lipcase without the refill so it would be good not to send me part of the order without informing me that the second item is missing. I was charged for the lipstick case only but I can’t use it anyway. Please return the full amount of the order and not only money for the missing item. Customer service doesn’t work well. I had to send reminders in order to get answer and though I asked several times to send me confirmation of money return (any document) I still hasn’t got it. Now I had to bother with the return while if I was asked whether I want to get only part of the order as the other item was missing, there would be no first waiting for the delivery, then sending it back and only after that waiting for the money transfer. I still haven’t got money back for the missing item so as any document confirming it was already transferred to my account
9 January 2026
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for taking the time to share your experience. We are really sorry for the frustration this situation caused — we completely understand that a lip case without the refill is not usable and that this was disappointing.
As you already contacted us by email, we are happy to continue the conversation there so we can handle your case in detail and find the best solution for you.
Kindly note that a free return label could be created for Poland directly on our website. To do so, please scroll all the way down to the bottom of the page and click on the Returns section. This will take you to the returns page:
https://www.niche-beauty.com/en-de/info/returns
Please review the information provided there and proceed to the returns portal to generate your return label.
Thank you again for your feedback — it helps us improve our communication and processes.
Your Niche-Beauty Team
Perfect!!
Perfect!!! Fast and efficient. Products in perfect state. Good packaging.
12 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Not sure why negative comments 🤔
Not sure why negative comments 🤔, maybe it depends on the country. I've been using NB actively for a year now (Belgium) and everything is always perfect. The brand selection they have is amazing, and since they launched "the Club" it got even better.
3 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Never received order - no response from customer service
UPDATE: 08.01 - still not resolved and no reply from customer service.
Order number: GE10641217094NL
Never received order. Was told there was a delivery note left for me at home. There wasn’t. Was told it was at the local DHL pick up point. It wasn’t. Then they stopped replying to my emails. Since then, it’s clear from the comments on their socials that this is far from an isolated incident. Avoid.
2 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We sincerely apologize for the inconvenience and frustration this situation has caused. We are truly sorry that you have not received your order and for the lack of timely communication from our customer service. Please accept our heartfelt apologies for the distress and confusion this has caused.
If this issue has not yet been resolved, we kindly invite you to provide more details here so that we can thoroughly check the status of your order and assist you as quickly as possible.
Thank you for your understanding.
Your Niche-Beauty Team
reliability
reliability, they have all the brands, I enjoy different gifts that I can try and then buy.
1 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Very fast delivery
Very fast delivery, super price, great packaging. Will definitely buy again
21 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Order not delivered, 0 communication from the Customer support
I placed an order on December 19th, and until today (December 31st) I haven't received any update on it. I see on my account the order is being processed and preparing for onward journey in Hagen since December 22nd. I wrote an email couple of days ago to customer service, received an automatic response that someone will answer me in max. 48h, nothing since then.
My money were withdrew already, but I've never received any product.
My experience is awful and because of it I cannot recommend this website to anyone.
19 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the frustration and concern this situation has caused — please accept our sincere apologies for the lack of timely communication. We completely understand how upsetting it is to be charged for an order and not receive clear updates.
Your order, which was shipped on 22.12.2025, appears to be stuck in transit. Unfortunately, delays can occasionally occur with the carrier, especially around the holiday period. That said, this does not excuse the missing follow-up from our customer support, and we are truly sorry for that.
We have contacted you directly via email to clarify the situation and to resolve the issue as quickly as possible. Please check your inbox (and spam folder, just in case), and we will make sure to find a satisfactory solution together.
Thank you for bringing this to our attention — your feedback helps us improve, and we appreciate your patience while we work this out with you.
Your Niche-Beauty Team
Very good products and very good…
Very good products and very good service! And also good prices!
26 December 2025
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
NICHE BEAUTY IS A SCAM
Made a complaint here and sent the Numbers of the orders NOT received but money retrieved imediatly on the 3/12. Only received one of 3 orders. Received an e-mail from niche Beauty stating the orders were at a pick up location from DHL and were being sent back on the 17 /12 and refunded. Never received any mail or message from DHL that generally functions really well. Every Time I clicked in tracking it didn’t appear DHL but e global trade and “ processing”. And always haven’t received any refund. Today is the 30/12. Contacted niche Beauty without answer. The refund is almost 300€!!!!!! They’re now a NON RELIABLE site. I’ll have to go to the bank and I intend to make a complaint on the european trade commission . I’ve kept everything ( mails, received order, non received orders, their answer confirming the orders were not delivered etc. ) .
But I still haven’t receive any refund
The order was returned on the 17/12/2025. Today is 1/01/2026!’
Have received the refund.
30 December 2025
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the confusion and sincerely apologize for the inconvenience caused. All three of your orders were indeed sent. Unfortunately, two of them were returned to us because they were not picked up from the collection point. We apologize that the collection point address was not clearly communicated to you beforehand.
Rest assured, the refunds for the returned orders will be processed immediately we receive and process them. One of your orders was successfully delivered.
We truly appreciate your patience and understanding, and we encourage you to continue the conversation via the e-mail thread with us if you have any further questions.
Once again, we are very sorry for the frustration this situation has caused.
Your Niche-Beauty Team
Trouble with order but later resolved
I ordered something on December 12th and it said it would be shipped by December 16th. I have not even received the shipping confirmation email. A few days ago I would put the confirmation number on their website for tracking and would show processing, now it says not found. Waiting on a reply from customer support. It’s December 24th today.
Edit: Customer support replied and informed me that the order was available for pick up. An email with shipping confirmation was never sent though, and a delivery at my address was never attempted (this is probably on the shipping company’s end). I’m changing my classification because I appreciated the information received in the email response and also the reply here on trustpilot. The order was also correct and properly packaged (no mistakes or damage).
12 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the delay and the inconvenience this has caused, especially during the holiday period. If you have not yet received a reply from our customer support team, please feel free to provide more details here and we will be happy to assist further.
Please also note that our correct customer care email address is customercare@niche-beauty.com. We will make sure your request is reviewed as soon as possible.
Thank you for your understanding.
Your Niche-Beauty Team
Excellent!
My third purchase and again an excellent shopping experience!
Website works well and is visually very attractive to me. Love that I can select "Clean" products too.
Delivery is super fast from Germany to the Netherlands and always comes with lovely samples and well packaged. My new favorite webshop!
Thank you for providing my beautiful Christmas gifts this year and Merry Christmas to all of you! :)
16 December 2025
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
So happy with my order
So happy with my order! Received it fast, and got a gift with my order. Thanks guys.
16 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
I have ordered many times on…
I have ordered many times on niche-beauty.com and never had any problems. But now they have send me the wrong number in the foundation and the wrong shade of bronzer. I have send an email to customer service, but still no reply. So now I have 2 expensive products as they are Lisa Eldridge and Surratt which I can’t use. A very very unhappy customer!!
19 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry to hear about this experience and understand how frustrating it must be to receive products you cannot use — especially at those price points. Please accept our sincere apologies for the inconvenience caused.
To allow us to look into this properly and help you as quickly as possible, we kindly ask you to send your order details to customercare@niche-beauty.com
, if you have not already done so. Our customer care team will be happy to assist you further.
In the meantime, we would also like to point out that when you change the shade, there is a short loading process in which the new colour is loaded. If you click on the shopping cart during the loading process, the previous shade still ends up in the shopping cart.
That said, we truly regret your dissatisfaction and would very much like the opportunity to resolve this matter for you. Thank you for bringing this to our attention.
Kind regards
Your Niche-Beauty Team
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Support service is very disappointing
Support service is very disappointing, I cannot receive my package since one month, no refund , no even reply from support service, 400 euros. I will not advise ordering from this company
16 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are truly sorry to hear about your experience, and we understand how frustrating this situation must be.
We have requested additional information from you here so that we can properly review your case and investigate what may have happened with your package and refund. Once we receive these details, our team will take a closer look and work toward a resolution as quickly as possible.
Thank you for bringing this to our attention, and we appreciate your patience while we work to assist you.
Your Niche-Beauty Team
The worst customer support I ever experienced
I am a customer for a couple of years and although I enjoy shopping on this website and I like their offer, the customer support is the worst I have ever experienced. I had to contact them 3 times so far and each time I was dissatisfied with the experience.
1. They promise to solve the problem by phone but then you will get an email that they couldn't solve it.
2. You will get only one response a day, so the email exchange takes days, sometimes WEEKS.
3. They don't read the emails in the email thread. I had to repeat myself multiple times, and when you get one response a day, it's becoming super frustrating very fast. It's impossible to get something resolved quickly. After email exchange that took a full week, we're back to the initial issue I wrote to them with.
4. Sometimes one person will answer you one thing in the email thread, and the next day someone else will respond something completely opposite, so there's a lot of confusion.
This is extremely sad to me, as the website, the offer, the club, everything is very lovely and unique. I enjoy shopping on Niche Beauty a lot, but any conversation with the customer support gives me so much stress, that at this point I'm not sure if I will go back shopping on Niche Beauty. I hoped to be treated better, as a loyal customer.
15 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for taking the time to share your experience with us. We ae truly sorry to read how frustrating your interactions with our customer support have been—this is certainly not the experience we want to provide, especially to a loyal customer like yourself.
We sincerely apologize for the slow response times, the lack of continuity in communication, and the confusion caused by inconsistent information. We completely understand how stressful it is to repeat yourself and wait days for replies without seeing real progress, and we regret that we did not handle your concerns in a clearer and more efficient way.
We would really appreciate the opportunity to take a second look at your case. If you are willing, please feel free to provide us with more details so we can thoroughly review what happened and address the issue properly.
Your feedback is extremely valuable to us, as it highlights areas where we clearly need to improve. We truly hope we can regain your trust and provide you with the level of service that matches the quality of our products and the loyalty you have shown over the years.
Best regards,
Your Niche-Beauty Team
Very nice webshop with fast delivery.
Very nice webshop with fast delivery.
Finally I can buy products that are not available in The Netherlands.
Apple Pay available.
15 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
I am extremely dissatisfied with my…
I am extremely dissatisfied with my experience with Niche Beauty.
I placed an order and waited almost one month for delivery. The parcel was never delivered because my phone number was not passed on to DHL, even though it is correctly saved in my account.
This same issue already happened with my first order from Niche Beauty. On that occasion, customer service did not resolve the problem either, and I had to contact DHL myself to get the delivery arranged.
This time, instead of fixing the issue or even trying to resolve it, customer service simply informed me that my order would be refunded and the refund was processed immediately, without my consent. No solution was offered, no delivery was arranged, and no effort was made to correct the issue.
After all this, I was told that the phone number must be entered in the address field for it to appear on the shipping label. This requirement is not stated anywhere during checkout, and customers should not be blamed for internal system limitations that are never communicated.
After waiting almost a month for my package, my order was cancelled. The item was meant as a gift, and now I will not receive it at all.
Because of this extremely poor handling and lack of responsibility, I will never recommend Niche Beauty to anyone and will not order from this website again.
9 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are truly sorry to read about your experience. We completely understand your frustration. This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience and disappointment this situation has caused—especially given that the order was intended as a gift.
We regret that the delivery issue occurred again and that the matter was not handled in a more proactive and supportive way. You are absolutely right that any requirements regarding how contact details must be entered should be clearly communicated during checkout, and we take your feedback on this very seriously.
We would really appreciate the opportunity to review your request once more, go through the details together, and see how we can make this right. Please feel free to contact us directly so we can reassess the situation and assist you further. As a gesture of our sincere apology, we would also like to offer you a sorry voucher.
Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our processes and service, and we are truly sorry that we let you down on this occasion.
Kind regards,
Your Niche-Beauty Team
Unacceptable handling of an order and lack of accountability
I had a very disappointing experience with Niche-Beauty. My order was shipped incorrectly and, according to tracking information, never arrived in my city.
What is especially concerning is that customer support failed to properly investigate the issue. Despite earlier communication suggesting a possible reshipment, the company decided to process a refund without my consent and without clarifying who made the mistake.
The delivery address in my account was correct from the start. Nevertheless, I never received a clear explanation, responsibility acknowledgment, or a meaningful attempt to resolve the situation.
For a retailer that presents itself as a premium beauty destination, this approach to customer service is highly unprofessional. Customers should not be left without transparency, accountability, or a real solution.
I am sharing this experience to warn other customers and to encourage the company to reconsider how delivery issues and customer complaints are handled.
11 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
thank you for taking the time to share your experience. We are truly sorry to hear about the frustration this situation has caused.
To clarify, returns and undelivered orders are generally refunded unless we are informed otherwise and a different solution is agreed upon with the customer. In your case, the refund was processed to ensure you were not left without a resolution once the shipment was confirmed as undelivered, especially since the address was also incomplete.
That said, we realized you redeemed a voucher on the order. We have contacted you directly via e-mail to offer a replacement of the 25% voucher, so you can place a new order without any disadvantage.
We sincerely regret that this experience did not meet your expectations and appreciate your feedback, which helps us improve our processes and communication. Our customer care team remains available via e-mail.
Kind regards,
Your Niche-Beauty Team
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