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
Company replied
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
Company replied
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
670 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 48 hours
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Had to pay customs duty despite website…
Had to pay customs duty despite website claiming otherwise to add insult to injury they didn’t send my 10% off for first purchase. Do not recommend. Been waiting 3 days for resolution and no perfume.
26 October 2026
Unprompted review
Reply from KAYALI
Hello Sheryl,
Thank you for sharing your feedback, and we are truly sorry to hear about your experience with the customs duty charges and your first purchase discount.
Unfortunately, we are unable to locate an order associated with the details on this review. We would love to look into this for you.
Please contact our Customer Care team at customercare@kayali.com with “Trustpilot” in the subject line, including your order number and the email address used to place the order. This will help us prioritize your request and assist you as quickly as possible.
We thank you for your understanding.
With Love,
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
The bottle cap for my perfume is hard…
The bottle cap for my perfume is hard to remove and put back on. I love this scent. I hope that was just a one time issue.
13 October 2026
Reply from KAYALI
Hello,
Thank you for taking the time to review your KAYALI experience.
We truly appreciate your feedback, which helps us keep improving. We look forward to welcoming you back for more KAYALI moments.
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
It's always great to order from Kayali.
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
Easy quick and painless ordering system…
Easy quick and painless ordering system item was delivered in a timely manner and packaged very well
8 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, and we are truly sorry to hear that your experience with our product did not meet your expectations.
We would love to understand more about what happened so that we can help. Please contact our Customer Care team at customercare@kayali.com with “Trustpilot” in the subject line, including your order number and a few details about your experience. This will help us prioritize your request and assist you as quickly as possible.
Your feedback is very important to us, and we hope to have the opportunity to make things right.
With Love,
KAYALI Customer Care Team
Vanilla 28 DON'T BUY
Vanilla 28 DON'T BUY. the scent is gone within 10mins. NOT WORTH IT
1 October 2026
Unprompted review
Reply from KAYALI
Hi Maureen,
Thank you for sharing your feedback, and we are truly sorry to hear that Vanilla | 28 did not last as long as you had hoped.
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.
• Mist a little onto your hair or clothes, where scent tends to linger longer.
We thank you for your understanding.
With Love,
KAYALI Customer Care Team
The lack of support in a situation
The lack of support in a situation. I completely understand that fragrances are hit or miss and that everyone taste is different however that doesn’t mean that our hard earned money isn’t valuable. For some people spending $30 is a lot and in this economy to not be able to return/exchange something the same day it was delivered because the smell wasn’t it for you is honestly disappointing. I would understand if I had waited a week to return but same day it was delivered and unboxed.
13 October 2026
Reply from KAYALI
Hello Cynthia,
Thank you for taking the time to share your feedback, and we are truly sorry to hear that the fragrance was not quite right for you.
As mentioned in our Return Policy mentioned on our website, we are only able to accept returns of full-size fragrances that are unused and in their original condition. Once a fragrance has been opened or used, we are unfortunately unable to accept it for return or exchange,
We thank you for your understanding.
With Love,
KAYALI Customer Care Team
Brilliant customer service
Brilliant customer service, very helpful and informative and they come back to you pretty quickly. Amazing products I absolutely love their perfumes and it’s great now they’ve extended their shipping to more European countries including mine here in Ireland!
26 October 2026
Unprompted review
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
My scents are wonderful and that I gave…
My scents are wonderful and that I gave 5 stars but the prices are a bit steep! I really wish there were more affable pricing or atleast a lower price on the sample sizing!!!
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
Reply from KAYALI
Hello Ilana,
Thank you for reaching out, and we are sorry to hear that you have not received your package.
We have checked your order, and the tracking information shows that it was delivered by DHL on 20th October
If you are still unable to locate your package, please contact our Customer Care team at customercare@kayali.com with “Trustpilot” in the subject line, including your order number. Our team will be happy to look into this further with DHL and assist you as quickly as possible.
We thank you for your understanding.
With Love,
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 did my first order it came really…
I did my first order it came really quick. I love this product. The perfume smells so good and I’m about to make another purchase on the new one you have of the pistachio that smells awesome.
19 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
annoying emails and slow shipping
Fragrance is amazing! shipping took awhile, it was over a week. Then they kept sending several emails to rate the experience. Its annoying.
13 October 2026
Reply from KAYALI
Hello Christy,
Thank you for your feedback! We are happy to hear that you love your fragrance.
We understand how exciting it is to receive a new fragrance, and we appreciate your patience while it was on its way to you. Having checked your order, we can confirm that it was delivered within our standard delivery timeframe of 2–6 business days.
Thank you also for letting us know about the follow-up emails. Our aim is simply to hear about our customers’ experiences so we can keep improving.
Thank you for being part of the KAYALI family, and we hope you enjoy your fragrance!
With Love,
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
The only way I could be sure is to have…
The only way I could be sure is to have the money for a new one that is a bit bigger and more comfortable for the person and I don’t think that will happen for a long while
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 didn’t receive one item from my…
I didn’t receive one item from my order, which I was charged for ( sweet diamond miniature perfume -55$) - there was apparent package tampering and both packing slip and item were missing. I provided all photos including cctv footage of the package in “ as received “ status. Kayali customer care team requested more photos ( in total 3 times in 1 week) and I sent all photos and information requested replying to 3 emails . They have not communicated with me since then ( for the last 7 days ) which is disappointing as I expected better / professional customer service.
13 October 2026
Reply from KAYALI
Hello,
Thank you for sharing your feedback, and we are truly sorry for your experience with your order and the missing miniature fragrance.
We sincerely appreciate you taking the time to provide all of the photos and information requested.
We have escalated your case, and a member of our team will be reaching out to you directly as a priority to resolve this for you as quickly as possible.
Thank you for your patience and understanding.
With Love,
KAYALI Customer Care Team
Reply from KAYALI
Hello Jessica,
Thank you for taking the time to share your feedback, and we are sorry to hear that your purchase did not meet your expectations.
The size of each of our fragrances is listed on its product page.
Fragrance is also a very personal experience, and a scent that is perfect for one person may not be right for another.
We thank you for your understanding.
With Love,
KAYALI Customer Care Team
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