NICHE BEAUTY LAB Reviews 766

I’ve contacted the customer service twice and both times, they took care of my issue immediately and were really concerned to help solving my problem. Would rate it 10/10.

I live their products and the shipping were always uncomplicated. Some times, during sale, it took a bit longer, but I guess it was because of the sale and it was absolutely okay for me.

Their products are great but unfortunately the customer services id TERRIBLE! One of my orders, one out of two, got lost in transit or it was never send. After numerous tries to contact customer service, chat, phone and email I never got a respond!

I placed an order on 24 March and, despite the advertised delivery time of 3–4 days, it has now been over 3 weeks and I still have not received my package.
The order was only dispatched on 10 April, and that happened only after I had submitted a complaint to the Niche Beauty Lab customer service team. Five days later, the tracking number shows that the shipment has not yet entered the courier system (CTT).
When I contacted NBL customer services, I was told there were "slight delays" due to a spring sale. I'm sorry, but is a delay of over 3 weeks really "slight"?
Unfortunately, this is not the first time I have experienced delays with Niche Beauty Lab. Every time I order, there are delays, with a minimum waiting time of around 2 weeks, which is unreasonable for delivery to Portugal.
The products themselves are excellent, which is why I kept coming back despite these issues. However, this time it has gone too far. I will not be ordering from this company again.

love the products, however horrible customer service. no response in an appropriate amount of time, no help at all. a package was returned due to faulty tracking information and information provided from the shipping company; i was still charged for the return, even though it wasn't my fault. will not be purchasing off the website itself again.

Awful service overall. Dont buy from them. I bought products and the products were not sent and costumer service is non existent. So they take the money and no products.

The customer service is non-existing, they use false marketing regarding shipping times and even make false shipment updates! According to instagram, many customers have NOT recieve their orders after several weeks and the company is not communicating at all. I have tried to contact them now for a few day - ZERO answers.

I urge everyone who have problems with this company and who lives in the EU to make a formal complaint to the European Consumer Centres Network (ECC-Net). If they don't listen to their customers, perhaps they will listen to the authorities.

"I am beyond disappointed with the official Theramid website. This brand claims to be premium, but their online store operates like a data-harvesting scam.
First, they advertise a 25% student discount, but their system makes it impossible to verify a legitimate student email from an Italian high school. It is a complete hurdle designed to make you give up and pay full price.
Second, their 'Welcome' discounts (10%) and Newsletter codes (15%) are a total Clickbait. I registered, shared my personal data, and subscribed to their emails, yet NOT A SINGLE promo code worked in the basket. The price remains exactly the same at checkout.
This is a textbook example of False Advertising. They trick people into registering and giving away their personal information under the promise of discounts that technically do not exist.
Shame on you, Theramid. A reputable European brand should not rely on such cheap, dishonest marketing tactics. I will be taking my business elsewhere and I strongly advise everyone to avoid this website. They don't respect their customers' time or their own promises

Very slow and very tricky. They email very kindly but do nothing at all. I was even more successful to follow up their shipping. It is written free shipping to Switzerland but they refunded less than the amount I paid. Although I sent all unopened immediately back because of their delayed delivery. In addition I must pay customs clearance of 20 Francs. Also I looked up some of their products in detail and both their eye repair complex and invisible sunscreen are including BHT, which I avoid as an ingredient for certain! I am not recommending this company at all!

High quality skin care products to affordable prices. I use them now for almost 3 years and they completely transformed my skin.

I ordered based on the advertised 24–48 working hour delivery to Portugal, but this timeframe was not respected and my order was not delivered as promised. The first order was not dispatched and provided to carrier, after I contacted support team it was re-created just to failed to be dispatched again.
Customer support was also disappointing. The chat is essentially useless as you cannot speak to a real person, and email responses are slow.
Overall, unreliable logistics and poor communication.

Update:
I eventually received my 2nd order in 5 working days. Email support did eventually help resolve the issue and arrange a replacement shipment, so I appreciate that effort.
However, I was disappointed that my first order was lost in transit and I waited nearly a week without any notification until I contacted support myself. In addition, the chat support remains unhelpful as it does not connect you with a real person.
While the issue was eventually resolved, the delivery promise could definitely be improved.

My skincare routine consists mostly of Niche Beauty Lab products, and I am extremely satisfied with every single one of them - high quality and great for skin!
Besides, the customer support is very polite, helpful, and always replies quickly.

helpful; trustworthy; professional

All the products I have used and am still using are the best thing that could ever happen to my skin!🤌🏻
I have been in love with this brand for 4 or 5 years now — the products are absolutely luxurious.
My disappointment of the century is that I can no longer order them in the USA 😭
Two product lines of the brand — and two lines of incredible formulations!
Theramid:
• Vitamin C serum — the best stable formula with amazing results for skin tone.
• Azelaic serum — improves skin tone, minimizes enlarged pores, and helps with inflammation.
• Mandelic serum — an ultra-gentle exfoliating serum for peeling and an even skin tone.
• Vitamin K serum — an antioxidant for the colder seasons, perfect for nourishment and care for 30+ skin.
Transparent Lab:
• Acid exfoliating toner
• Ceramide serum
• Rose gel and PHA gel — my absolute favorites!
• Super Serum Vitamin C — an affordable alternative to Theramid.
• Bakuchiol cream — a perfect base for introducing retinal into your routine.

High-quality cosmetics and excellent customer focus. Fast support.

Theramid serums and other products from Niche Beauty Lab are excellent, effective products that deliver real results and offer outstanding, well-rounded routines for different needs. Highly recommended.
The customer service is excellent as well — patient, kind, and genuinely helpful.

Very disappointing experience with Niche Beauty Lab.

I placed an order on November 2, and the status only changed to “on the way” on November 24. Since then, I have had to constantly follow up because there was no tracking number provided, unlike my previous orders. Every time I contacted them, the response was the same generic message saying they were “waiting for their warehouse response.”

It has now been over 3 weeks since they claimed the order was shipped, yet they still cannot provide a valid tracking number. The order suddenly shows as “delivered,” but the reference cannot be tracked on DHL at all, so I have no proof of delivery.

What makes this worse is that I placed another order on November 30, which shipped on December 6 and was delivered on December 12. This second order was also not trackable through their useless Amphora Logistics page, but at least I was able to track it using a DHL reference. This proves that proper tracking is possible, yet they failed to provide it for my first order.

I’ve followed up repeatedly via email and Instagram, but I only receive copy-paste replies saying they’ve contacted their warehouse and are waiting for an update. As of today, I still have no real update, no tracking number, and no resolution.

If you check their Instagram comments, you’ll see many customers experiencing the same issues. Poor communication, lack of transparency, and unreliable shipping. I will think twice before ordering again.

Its literally a scam. I ordered a month ago, tracking doesnt work, i reached out to support 5 times no answer. This is nothing but a fraud…

They make wrongful toll declarations leading to insane inflated UPS charges the customers get charged with. If pointed out these mistakes that are obviously on them, they just pull the old "import fees are out of are control" - no they are not if you are a serious business! So just don't bother ordering from them to Switzerland, you might get UPS charges (or also might not, it's completely random in my experience), no matter how high or low the cost of your shipment.

Ordered a couple of times from this store, products are ok, but nothing I would pay a fortune for. With the last order, Black Friday Special deals, I had to pay an additional 35 CHF on top - more than the actual product. First time, never happened before, won't order again. According to UPS this is due to changes Niche made.. yes, Niche, you clearly write it's the customers responsibility somewhere in your AGBs, but don't make the customer responsible if you change the way how you export and when you change your agreement with UPS, just to save costs. Also, customer service is absolutely inappropriate! Adios...

I’m really disappointed with Niche Beauty Lab. I placed several small orders under the Swiss tax-free limit, expecting that any additional charges would depend solely on the legal rules of the destination country — exactly as stated on their website.

But in reality, they ship only with UPS, and UPS charges import and brokerage fees even when no customs fees are legally due. This directly contradicts their claim that “customs and tax expenses of the destination country” apply. They do not mention anywhere that their chosen carrier adds its own fees regardless of local law.

As a result, I’m being charged over 60% of the product value for a parcel clearly below the Swiss VAT threshold. For me, this is misleading and feels like customer deception — the information is incomplete, non-transparent, and creates false expectations. The surcharge is also extremely disproportionate.

Considering how heavily the brand advertises in Switzerland, they should clearly warn customers that UPS adds its own fees even when no charges are due under local law. They are clearly aware of this issue given the many complaints on their social channels. I’m writing this so other Swiss customers are warned.