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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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
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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
701 reviews
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Replied to 96% of negative reviews
Typically replies within 48 hours
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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
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
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