Edit: I ordered a product that did not arrive through Shop. It took about a week of emails, a poor Trustpilot review , and then eventually threatening the company with the 'Verbraucherzentrale Bun... See more
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Review summary
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I was offered 20% off via a text message and it wont allow me to add it to my cart and it also said free shipping before I went in to place my order and ai didnt get free shipping.
Company replied
Earlier today, I thought I completed an order, but then got two emails stating that I still had items left in my cart. I am hoping that I didn’t order twice. I am looking forward to trying the product... See more
Company replied
Nice product but marketing is not reflective of the goods . Adverts suggest you will have two foundations and a third free or a third and fourth free but you then send a brush? I would like to attach... See more
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Company details
Written by the company
Our mission is to create easy-care, no-fuss products that let you look confident day after day. That's why we produce high-quality cosmetics for eyelashes and eyebrows. Our products have won several awards and are laboratory tested. All our products are vegan and cruelty-free. Every day we strive to improve every aspect of our brand and our customer experience.
Contact info
Germany
- luxecosmetics.de
3.4
Average
763 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Would give negative stars if I could
Would give negative stars if I could. Terrible product. One tube arrived dried out, the other did not adhere pads to eyelids as it is supposed to so I couldn't even use the product. I reached out to costumer service for exchange or refund. No response for weeks. I reached out multiple times. No response for weeks each time. They want you to jump through hoops to get a refund. The 30 day guarantee is BS. DO NOT WASTE YOUR MONEY. I ultimately gave up and threw the product away. No refund was ever going to be issued to me.
Edited to add: I will be shocked if I actually receive any communication from them as indicated in the response. If I do receive a refund, I will come back and edit my review accordingly. Not holding my breath.
22 December 2025
Reply from Luxe Cosmetics DE
Hi there,
Thank you for sharing your experience with us. We understand how frustrating it must have been to receive products that didn’t work as expected and to feel like your messages weren’t being addressed.
We take feedback like yours seriously and want to look into this further. We’ve requested your details so our team can investigate the situation and review your case more closely. We appreciate you bringing this to our attention.
Warm regards,
Luxe Cosmetics Team
No free items, No response
I ordered one of their buy 1 get 2 free + 1 tint kit over Black Friday. Only received 1 lash kit. Contacted the only email address on their site over 2 weeks ago. Still no response, still no missing items. When I try to follow up today, my email says it can't deliver to that email address. But I'm getting emails from Luxe to purchase more product. DO NOT PURCHASE! The buy 1 get anything free is a lie & they don't respond.
19 December 2025
Reply from Luxe Cosmetics DE
Hi there,
Thank you for sharing your experience, we’re sorry to hear about the confusion with your order. We understand how frustrating this situation can be.
We’ve requested your order details so our team can look into this and investigate what may have happened. Once we have that information, we’ll be able to assist further.
We appreciate your patience and the opportunity to review this for you.
Warm regards,
Luxe Cosmetics Team
Dont waste your money. They wont send your product or respond to your emails…
Ordered on November 14 and never received my product. Tried reaching out to customer service 6 days ago and no response. I should have read these reviews first. Dont waste your time or money!
11 November 2025
Reply from Luxe Cosmetics DE
Hi there!
Thank you for taking the time to share your experience. We’re sorry to hear about your frustration and understand how disappointing this can be. We’ve requested your information so our team can look into this and follow up with you directly. We appreciate your patience and the opportunity to make this right.
Warm regards,
Luxe Cosmetics Team
Horrible product
They say they guaranteed their product if unsatisfied, but they don’t honor it. The molds would not stay on and the adhesive really did not work well and only held some eyelashes up. Attempted multiple times, which irritated my eyelashes. I even had my spouse try to do it for me and it still didn’t work. It has been difficult to get a hold of anyone and when I received a reply, they stated they don’t refund allergic reactions. They ignored the whole issue of the product not working. I am so disappointed I wasted money and time on this.
6 November 2025
Reply from Luxe Cosmetics DE
Hi there,
We’re really sorry to hear about your experience, that’s certainly not the outcome we want for any of our customers, and we understand how frustrating and disappointing this must have been for you.
We want to look into this properly and make things right. We’ve reached out privately to request your details so we can investigate what happened with the molds, adhesive, and your overall experience with our support team. Your feedback is important, and we never want you to feel unheard.
Thank you for bringing this to our attention; we truly appreciate the chance to resolve this for you.
Warm regards,
Luxe Cosmetics Team
Happy lady
Jumped in and ordered lashes lift and tint.
Arrived quickly without drama.
Have tried the product and the lash lift really works. I'm 65 and found it easy to do after getting the pads to stick.
The tint left for 3 minutes as per instructions did nothing.
Will.try again next time.
I have since ordered buy one get one free.
Arrived very quickly, no drama.
21 November 2025
Unprompted review
Reply from Luxe Cosmetics DE
Thank you so much for sharing your experience! We’re so happy to hear you jumped right in and gave the lash lift a try, and even happier that it worked well for you. 🌟 It’s wonderful to know it arrived quickly and was easy to use.
Regarding the tint, thank you for mentioning it. Sometimes leaving it on a little longer (while still being cautious) can help deepen the result, so we hope your next try gives you the effect you’re looking for.
And thank you again for ordering the buy one get one free — we’re glad to hear it arrived quickly and without any issues!
We truly appreciate you and your feedback. 💛 If you ever need anything, we’re here to help!
Non existent customer service
Wish I had read the reviews before ordering. everything that everyone has said about the customer service is correct they do not get back to you & just ship your order out! Shocking company do not use
21 November 2025
Reply from Luxe Cosmetics DE
Hi there,
We’re really sorry to hear about your experience and understand how frustrating this must have been. Thank you for taking the time to share your feedback, it truly matters to us.
We’ve recently identified an issue with our system where some cancellation requests haven’t been processed correctly, and this may have affected your order. We’ve submitted a request for your order details so our team can look into this further and reach out to assist you directly.
Thank you for bringing this to our attention and giving us the opportunity to address it.
Warm regards,
Luxe Cosmetics Team
Terrible Experience – Do Not Recommend! Absolutely Horrible – Complete Scam!
I never received my package, and customer support has completely ignored all my emails. No one is answering, and I’ve been left in the dark. DPD even suggested that the sender should contact them for a proper investigation (Nachforschung), yet Luxe hasn’t taken any action. Extremely frustrating, careless, and unacceptable. I strongly advise never ordering from this company. Terrible service, complete lack of accountability! Avoid at all costs!
18 September 2025
Reply from Luxe Cosmetics DE
Hi Nurai,
We’re truly sorry to hear about your experience and completely understand your frustration. This is not the kind of service we want to provide.
Our support team is already reviewing your case with the courier to resolve the issue as quickly as possible. We appreciate your patience and assure you that we’re doing our best to make things right.
Best regards,
Luxe Team
Missing items
Paid for a buy one get one free kit, only received one. Customer service offered to add a credit to my account in order to get the second kit but in order to receive it I need to pay a £7 postage fee. Absolute scam, avoid!!
4 September 2025
Reply from Luxe Cosmetics DE
Hi R,
Thank you for bringing this to our attention. We’re very sorry to hear about the problem with your buy-one-get-one kit and the frustration this has caused. This is certainly not the experience we want for our customers.
We’d like to review your order details and resolve this for you as quickly as possible.
We truly appreciate your patience and the chance to make this right.
Best regards,
Luxe Team
Ordered 3 kits was sent 2 awful customer service
Ordered 3 kits was sent 2, complained they said they would give me credit of the price I paid and free shipping as they promote it all over the website but then make you pay, also says 2 day delivery I waited 2 weeks!
Customer service is awful there now ignoring me as I want my free postage as was offered, awful bussiness no wonder it’s closing down! Don’t order off this company
8 August 2025
Reply from Luxe Cosmetics DE
Hi there,
We’re truly sorry to hear about your experience.
To resolve this right away, we kindly ask that you send us the information we’ve requested via email so we can fully investigate the packing error and get this sorted promptly for you.
– The Luxe Team
Used to be great😢
I used the lash lift kit with amazing results 1st time around and managed to get 5 applications out of it. Ordered a further 2 kits on offer but cannot get these pads to stick to eyelids at all. Not sure what they’ve changed, such a shame and a waste!
5 September 2025
Reply from Luxe Cosmetics DE
Hi Claire,
Thank you for sharing your feedback, and we’re sorry to hear about the issue with your recent kits.
To resolve this right away, we kindly ask that you send us the information we’ve requested via email so we can fully investigate the packing error and get this sorted promptly for you.
– The Luxe Team
Purchase if you feel like becoming blind!
I really wish I’d read these reviews before I purchased.
I got to lift tints and a dye to try give my lashes some oomph after having my extensions off.
Just don’t bother.
Firstly the amount you get in the box is not reflective of the images on their sight.
When I tried to actually use the kit it just went terribly. The glue is clumpy and doesn’t stick to anything but your fingers. Brushing you lashes ‘ Symmetrically’ as they suggest is impossible with the amount of glue you need to even get you lashes to stay. The perm solution caused my eye to burn, go bright red and my vision to go blurry in that eye for just short of 3 days. When a solution if that strong you can smell it from down the hall it should most definitely not go near your eye.
So thanks to this company not only did their product not work in not having to go to an emergency eye appointment to get the health of my eye.
Please please avoid because trust me if I knew how to sue I would.
31 August 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Lauren,
We’re very sorry to hear about your experience and take your feedback extremely seriously. Your safety and satisfaction are our top priorities, and we want to resolve this right away.
To do so, we kindly ask that you send us the information we’ve requested via email so we can fully investigate the issue and get it sorted promptly.
Please rest assured we will do everything we can to make this right.
– The Luxe Team
Avoid at all costs. This product doesnt work
Avoid at all costs. No idea why i didnt read all those bad reviews before placing a purchase..
3 months of using it and absolutely no results.. zero..
Asked for a refund and of course no reply ;) what else did I expect?
Don't waste your time or money.. read the reviews
27 August 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Michal,
We’re very sorry to hear about your experience and the frustration it has caused.
To resolve this right away, we kindly ask that you send us the information we’ve requested so we can investigate and get this sorted out promptly.
We take your concerns seriously and want to ensure this matter is addressed properly. Once we receive your details, we will work quickly to find a satisfactory resolution.
Regards,
Customer Support Team
Luxe Cosmetics
Good just need a little patience
Very sceptical after reading reviews but I do like this product.
Great value. Can be tricky first time you need to get the lashes on while the glue is tacky not wet or dry. First try was ok and second time I can already see better results, it's just a case of practise. But for the coat saving money I don't mind at all saved a fortune!
7 August 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Melissa,
Thank you so much for your honest feedback! We're glad to hear you're enjoying the product and seeing better results with a bit of practice — you're absolutely right, timing the glue just right can make a big difference. We really appreciate you giving it a chance despite initial doubts, and it's great to know it's helping you save money too. If you ever need tips or support, we're here to help!
Regards,
Customer Support Team
Luxe Cosmetics
Do not use these products !
I purchased 2 lash lift kits and the tinting kit , after doing 3 separate patch tests and carefully and correctly following all the instructions , I was left with chemical burns , severe swelling of the eyes and face , sore burnt skin ,burnt eyebrows , have had to spend lots of money on eye drops , cream , dressings , plasters etc . Also had to spend lots of money on taxis . Spent a whole night and day in A&E and the burns ward , then spent a whole day down the eye hospital , I have been told that I have chemical burns on my eyebrows , and chemical corneal burns on both eyes , I now have antibiotics, anti allergy tablets , and strong eye drops , this has been a very traumatic and upsetting experience, this is a kind warning to anyone else - Do not use these products they are dangerous !
2 July 2025
Reply from Luxe Cosmetics DE
Hi Claire,
We're incredibly sorry to hear about your experience and the distress it has caused. Your safety and wellbeing are our highest priority, and we take incidents like this extremely seriously.
We understand how upsetting and traumatic this must have been, and we appreciate you taking the time to share your story. Please rest assured that we want to fully investigate this and support you in any way we can.
To ensure we can address this appropriately and escalate the matter internally, we kindly ask that you email our team directly at support@luxecosmetics.de with the subject line:
“ATTN: Trustpilot Review – Urgent Reaction Case”
In your email, please include:
Your order number or proof of purchase
The product batch numbers (if available)
Any medical documentation or photos you're comfortable sharing to assist our investigation
We’d like to gather more information, submit a report to our product safety team, and explore a suitable resolution, including reimbursement for the products and further support depending on your case.
Again, we’re deeply sorry for the pain and inconvenience you’ve experienced, and we are here to help make things right.
Sincerely,
Customer Support Team
Luxe Cosmetics
I used lash lift and got a bad…
I used lash lift and got a bad reaction.
Visits to eye hospital.
Ended up with an eye scrape and antibotics
Update ...Company offers refund on here but doesn't answer any emails when I reply in email about this
Update ....After now replying they are refusing the full refund they have offered below. I have emailed on many occasions and cannot get a response off someone who can issue it
14 August 2025 05:21
Hi Alison,
We’re truly sorry for the inconvenience and frustration caused by the issue with your recent order. This is certainly not the experience we want you to have, and we deeply regret that the item did not meet your expectations.
As a gesture of our commitment to your satisfaction, we’d love to offer you a 100% coupon, including free delivery, which you can use to place a new order.
Please let us know if you’d like to move forward with this option, and we’ll be happy to set everything up for you right away.
Warm regards,
Gemore
Customer Service Team
Luxe Cosmetics 💄
Alison Collins wrote:
This was not what you offered.
I would like a full refund not a coupon I wont use
Update from March 2026
10 months on I've had an email off trustpilot asking for proof this happened as company said review was fake.
I have sent proof and now review is verified.
This company is dodgy!
Do not use
11 July 2025
Reply from Luxe Cosmetics DE
Hi Alison,
I’m very sorry to hear about your reaction to the lash lift and the discomfort you’ve experienced—especially that it required medical attention. Your health and safety are incredibly important to us, and I want to sincerely apologize for what you’ve gone through.
We take incidents like this very seriously and would like to gather more details so we can escalate this to our product safety and quality assurance teams. Could you please let us know:
The batch or lot number of the kit (if available)
Whether a patch test was performed prior to use
Any additional information your doctor or pharmacist may have provided
In the meantime, I’d like to offer a full refund for your purchase and cover any immediate costs. Please let us know the best way to process that.
Again, I’m truly sorry this happened, and we appreciate you bringing it to our attention. If you’re open to it, we’d like to follow up once our internal review is complete.
Wishing you a smooth and speedy recovery.
Warm regards,
Customer Support Team
Luxe Cosmetics
luxe lash lift
I purchased the luxe lash lift. When I received the product the glue was unusable. I wanted to return the product based on their satisfaction guarantee. They first offered me $12 back then $16. Their guarantee states if you aren't thrilled with their product you can get your money back. I asked for my money back but they said the product had to be returned unopened. How can you know if you like it without opening it and trying it. This product was sent with unusable glue but I didn't know that until I opened it. If it doesn't work for expect to get the run around for a return. You asked for my name, order number and email. How and where do I provide that?
Update
After numerous emails back and forth and writing this review, I finally got a full refund back.
8 July 2025
Reply from Luxe Cosmetics DE
Hi Con,
Thank you for reaching out and sharing your experience — I’m really sorry to hear about the issue with the glue in your Luxe Lash Lift kit. We completely understand how disappointing this must be, especially when you were counting on our satisfaction guarantee.
You're absolutely right that it's difficult to evaluate a product without trying it, and we agree — our goal is to make sure you're happy with your purchase, not to create any frustration.
We’d love to make this right for you. So we can look up your order and process a resolution as quickly as possible, could you please reply with the following details:
Full name used on the order
Order number (if available)
Email address used at checkout
Once we have that, we’ll be happy to issue a full refund or offer an alternative that works best for you — no need to return the product.
Thanks again for your patience, and we appreciate you giving us the opportunity to fix this.
Regards,
Customer Support Team
Luxe Cosmetics
Extremely disappointed
Extremely disappointed, the pads do not stick whatsoever to the eyelids, mind you this is like step 1 of the process, they kept falling off.
Never buying again and recommend you don't want time or money on this.
10 July 2025
Reply from Luxe Cosmetics DE
Hi Marta,
I'm really sorry to hear that you had a disappointing experience with our product – especially at the very first step. That’s definitely not the result we aim for, and I completely understand your frustration.
The pads should absolutely adhere properly, so it's concerning to hear they did not. This may be due to a product defect or an issue during packaging, and we'd like to investigate further to make improvements.
In the meantime, I’d be happy to offer you either:
A replacement kit, in case you'd like to give it another try, or
A full refund if you'd prefer not to continue with the product.
Please let me know your preference, and again, I apologize for the inconvenience caused. We appreciate your feedback — even when it’s tough to hear — as it helps us improve.
Best regards,
Customer Support Team
Luxe Cosmetics
10/10 in all areas
I’ve had all great experiences with Luxe Cosmetics! I was extremely skeptical about the serum especially considering I’ve got pretty short lashes and don’t like to work with me. I’ve been using the lash lift & lash serum for almost a year with effecting results! Shipping was relatively quick with no issues. The second set of lash lift adhesive wasn’t as sticky as the first one I bought, but I just used the glue from the first set and it worked like a charm.
I love the way my lashes look after the lift and have seen pretty significant growth in my lashes when I used the serum consistently. Luxe has made me feel so much more confident in wearing my lashes naturally!
7 July 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Jordy,
Wow — thank you so much for your incredible 10/10 review! We're absolutely thrilled to hear that you've had such great experiences with Luxe Cosmetics, especially with our lash lift and serum.
We completely understand the skepticism that can come with trying a new lash product, so it's amazing to hear how much you've seen your natural lashes grow and thrive. Consistency truly makes a difference, and we love that you've stuck with it for nearly a year!
Thank you also for the honest feedback about the second adhesive — we appreciate you sharing that, and we'll definitely pass it along to our product team.
Hearing that luxe has help boost your confidence and made you feel great wearing natural lashes means everything to us. We're so grateful to have you as part of Luxe family!
With love,
Customer Support Team
Luxe Cosmetics
Persevere if you want a refund.
I recently made a review about a product I bought that really irritated my skin. I was told to send it to Germany although my parcel came from within the UK. I was in the process of filling out the information to print out my return label and I didn’t have some information. I emailed them again asking for this information which they didn’t know so said they will be back in touch later that day. To send my parcel to Germany would have cost me nearly £30 however, due to difficulties of finding this information I needed they decided to process my return with the return and refund specialists and was promised an email within the next 1-2 working days. I was getting concerned as I hadn’t heard anything however they did refund me fully. If you need to return anything be aware as you could be needing to pay a lot so always query it if unsure
22 June 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Abby,
Thank you for taking the time to share your experience. We're sorry to hear that the product didn’t work for your skin, and we understand how frustrating it can be to deal with unexpected return logistics.
We appreciate your perseverance throughout the process and are glad to hear that you ultimately received a full refund. Your feedback highlights areas where we can improve communication and streamline the return experience, especially regarding cross-border returns.
We always recommend reaching out to our customer service team before sending anything back, as return locations and processes can vary. We’re committed to finding the most practical solution for each case and truly value your patience while we resolved this one.
Thank you again for your feedback—it helps us do better.
Regards,
Customer Support Team
Luxe Cosmetics
I followed Luxe Cosmetics’ instructions…
I followed Luxe Cosmetics’ instructions and emailed the support team with “ATTN: Customer Care Manager – Address Issue” in the subject line, exactly as requested. I included my order number (LC99762DE), but I still only receive automatic replies from a bot.
After the first response, no one follows up. It’s impossible to get real help. They say they’ll handle it “as a priority,” but it’s a lie — no one actually reads your messages. You just get the same generic responses over and over again.
It’s extremely frustrating and feels like a scam. Even when they reply here on Trustpilot, it’s just to look good — in reality, nothing changes, and your problem remains unsolved.
Be careful before ordering — customer service is nonexistent and completely unreliable.
4 June 2025
Reply from Luxe Cosmetics DE
Hi Sara,
Thank you for your message and for your patience during this frustrating situation. I sincerely apologize for the lack of communication from our side and understand how disappointing this experience has been for you.
I've issued a full refund to your account. Additionally, since the address was incorrectly spelled, once the delivery is returned to us, we’ll proceed with a reshipment at no extra cost to you.
No worries—you'll receive both the full refund and a free reshipment due to the address issue. Just share your updated address when you're ready.
Best regards,
Customer Support Team
Luxe Cosmetics
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