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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
764 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
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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
Given reviews I was apprehensive but .....
I was so very apprehensive about using this product. I bought it after seeing it advertised on social media but held off using it for at least a year. I couldn't find any actual reviews on this and some of the videos seemed AI generated. I used the tint and it was so dark and strong which was great but found it so strong that I stained my hands as wasn't expecting it to take so quickly. I wasn't floored by the product at that time so decided to hang fire on the perming kit.
I decided today to use the curling product and am pleasantly really surprised. I didn't patch test which could have been a huge error. However I've had my eyelashes curled at a salon in the past so took the gamble.
The pads stuck perfectly fine which was surprising after such negative reviews. You need to be pretty precise with them though as they don't wish to re stick if moved.
I did one lash at a time and the glue isn't great. However if you apply in smaller sections it helps you to be more accurate. You also need patience so may need to hold the lashes. If you've ever applied false lashes before you'll know there's a sweet spot for the glue to adhere, just bare that in mind.
Super easy instructions to follow. I decided to include the tinting step during the curl process and found it so much more clean and neat to use when the lashes were suspended. I didn't make a mess with the product anywhere and my eyelashes look unreal! 1000% will use again. The only thing I will say is the sachets of product are quite large and so feels like a huge waste when could easily get more uses from the kit if there were more of them and smaler or if they were in tubes like the tint kit.
21 May 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Tina,
Thank you so much for taking the time to share such a thorough and honest review! We really appreciate you giving the product a try, especially after feeling unsure at first. We're glad to hear that the curling kit exceeded your expectations in the end and that your lashes turned out beautifully — that's exactly the kind of result we hope for!
We also appreciate your feedback on the tint strength, glue application, and packaging. It's incredibly helpful and will be shared with our product development team as we’re always looking for ways to improve. We’re especially happy that you found the instructions easy to follow and that combining steps helped create a cleaner process.
Thank you again for giving it a shot — and for your helpful insights! We’re thrilled to hear you’ll be using it again.
Regards,
Customer Support Team
Luxe Cosmetics
Don't waste your time or money
Stay away! Lash lift is useless (pasds don't even stick to the eye lids) and money back guarantee is non existent - keep getting AI generated email every time I send evidence for refund... Just waste of time and money
21 May 2025
Reply from Luxe Cosmetics DE
Hi Monika,
We're really sorry to hear about your experience and completely understand your frustration. This is absolutely not the standard we aim for, and we sincerely apologize for the inconvenience you've faced — both with the product and our support process.
We want to make this right. Please reach out to our customer care team directly at support@luxe-cosmetics.de with the subject line “URGENT: Lash Lift Refund Issue” so we can escalate your case and ensure you’re properly looked after by a real person.
Thank you for your honest feedback — it helps us improve, and we hope to resolve this for you as quickly as possible.
Regards,
Customer Support Team
Luxe Cosmetics
I had been a happy customer until I…
I had been a happy customer until I ordered the 3 cases at once (they were running a special). I had issues with the glue in all three of them. I contacted them via email and it took them a while to respond but they did and said they'd said they'd send me replacemtents. This was almost 4 months ago and I still have 3 set of eye lash curler formulas with no glue. I have contacted them many times recently with no replies. It is truly disappointing because I really did like this product (albeit it is a little hard to apply)
EDIT: I finally received 3 glue replacements that work (although I did not receive any replacements for the products I used ) I have moved it from 1 star to 3
31 January 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Julie,
Thank you for sharing your experience — and first, let us sincerely apologize for the ongoing frustration and lack of follow-through on our part. We’re truly sorry that after being a loyal customer, you were left waiting months without a resolution.
You’re absolutely right to expect not only a reliable product but responsive and dependable support. It’s unacceptable that your replacements were never sent and that your follow-up messages have gone unanswered.
Please reach out to us directly at support@luxecosmetics.de, including your original order number. We will immediately dispatch a full set of replacement glues — no more waiting, and no more follow-up needed on your part. As a gesture of appreciation for your past support and an apology for the delay, we’d also like to include a discount code or free gift with your next order.
Thank you for giving us the chance to make this right — we value customers like you and are committed to restoring your trust.
Warm regards,
Customer Support Team
Luxe Cosmetics
BUY AT OWN RISK - TOTAL SCAM
BUY AT OWN RISK! I purchased a package kit that was clearly shown in my cart and when I checked out, I paid for and was meant to receive a lash lift kit along with a tinting kit al the way back in November 2024. When my order arrived it only consisted of the lash lift kit. I have sent 13 emails and have only received 2 responses, both of which didn’t read my email properly. Then finally they ADMITTED their mistake and said my tinting kit would be sent to me and I would receive another email with a tracking code soon. Of course I received ANOTHER EMAIL or any further correspondence and I never got my tinting kit from my original order! Oh by the way it’s been over 6 months now from my initial order and I’ve wasted so much time sending emails and photos that has gotten me nowhere. This is ridiculous. They happily took my money but never sent the two products I paid for!! Don’t expect any sort of customer service because it’s clearly a scam and if they forget to send half your order they just ignore you and your emails!! SCAM!!
8 May 2025
Reply from Luxe Cosmetics DE
Hi Jodie,
We are deeply sorry for the experience you’ve had — this is unacceptable, and you have every right to be upset.
You placed your trust in us, paid for a full kit, and not only did you receive an incomplete order, but you’ve also spent six months chasing a resolution that never came. This isn’t just poor service — it’s a serious failure on our part, and we take full responsibility.
Please contact us directly at support@luxecosmetics.de with your order number one last time — not to follow up again, but so we can resolve this immediately. We will ship your missing tinting kit via tracked express shipping at no cost, and as an apology for the extended delay, we’d also like to offer you a full refund or store credit, depending on your preference.
We understand this has caused you stress and wasted time — and for that, we are truly sorry. We are taking steps internally to prevent issues like this from happening again, and we appreciate you bringing this to our attention.
Sincerely,
Customer Support Team
Luxe Cosmetics
Returning customer
I’ve ordered several lash lift and dye kits from Luxe and they’ve been fantastic. In my latest order I had issues with the lash glue, perhaps due to a change of formula. I reached out to the team and they are organising a new adhesive to be sent out. If you ever have any issues with your product I highly recommend you reach out to their team and give them the opportunity to rectify the issue. Their products give really great results on my long, very straight and blonde lashes.
7 May 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Olivia,
Thank you so much for sharing your experience! We're thrilled to hear that you've been happy with the results from our lash lift and dye kits — especially on your long, straight, and blonde lashes. We're also glad our team could help resolve the issue with the adhesive quickly. Your feedback means a lot, and we truly appreciate you encouraging others to reach out if they ever need support. We're always here to help!
Regards,
Customer Support Team
Luxe Cosmetics
Better than expected
I was a bit nervous after ordering the lash kit and then reading the reviews.
The kits arrived about a week after I ordered, the glue worked but I had read about people saying the glue was hard so I had bought a lash glue anyway just incase as it’s the same thing, but I didn’t need it, it has everything you need in the box, instructions easy to follow and I love the results I got with my eye lashes!
4 May 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Kellie,
That's so good to hear! I can totally understand your hesitation after reading the reviews, but it’s awesome that everything worked out for you in the end. It’s always a relief when the kit has everything you need, and sounds like the instructions were easy to follow too! Glad you love the results—your lashes must look amazing! Thanks for sharing your experience, it helps others feel more confident in giving it a try.
Regards,
Customer Support Team
Luxe Cosmetics
Burnt me
I got my issue resolved eventually through the proper channels. They gave me a voucher and I got eyelash dye and serum which seems good. Thanks
6 February 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Petra,
We're truly sorry to hear about your experience, especially regarding the reaction you had to the product and the lack of timely support from our team—that’s absolutely not acceptable, and we deeply regret the distress this has caused you.
Your health and safety are our top priorities. We’d like to urgently look into this and ensure you receive a full refund, as well as report this to our quality team for further investigation. Please send us your order number and any related correspondence to support@luxecosmetics.de so we can resolve this as a priority.
We understand your frustration and appreciate the chance to make this right.
Kind regards,
Customer Support Team
Luxe Cosmetics
I suggest you don't use this product
I suggest you don't use this product, my lashes are heavily damaged and falling off alot since I've used the lash lift , it also burns the skin... Plus results don't stay anywhere near 8 weeks... Maximum 2 weeks.. after two weeks lashes start to deform really badly into different directions and fall off.. I'm so sad I damaged my lashes with this product 😭
3 April 2025
Reply from Luxe Cosmetics DE
Thank you for your heartfelt feedback. We're truly sorry to hear about the damage and discomfort you experienced after using the lash lift product. No one should have to go through that, and we understand how upsetting it must be to see such effects on your lashes.
Your experience raises serious concerns, and we take this kind of feedback very seriously. We'll be passing your comments to our product safety and development teams for urgent review.
Thank you again for sharing your experience—we sincerely regret the distress this has caused you.
Kind regards,
Luxe Cosmetics
Love this stuff it really does work - excellent customer service when I had an issue
Love this stuff it really does work. I’ve had so many compliments on my lash lift asking where I get it done, as well as using the serum to help the lashes grow longer. Such amazing value.
They have recently changed their packaging as when I ordered a new lot it all looked different and the glue was dried up! But I contacted their customer support and after providing video evidence of the issue and their tips to get the glue to work didn’t, they sent me out replacements. So can not fault them one bit. So happy and such a shame people have not had the same experience as me. If you have an issue I’d recommend reaching out to their customer support as they are very willing to rectify.
Ordered from luxe cosmetics UK
21 February 2025
Unprompted review
Reply from Luxe Cosmetics DE
Hi Sabrina,
That's so awesome to hear! It's great that the lash lift and serum have been working so well for you. It’s a shame about the packaging change and the glue issue, but it’s great to know their customer support was so responsive and helpful. I agree—reaching out to them directly seems like the best move if anyone runs into a problem. Glad to hear it all worked out and you’re happy with your purchase! Thanks for sharing your experience 😊
Regards,
Customer Support Team
Luxe Cosmetics
Dried up glue
The solutions itself are amazing and I love this kit, however they have recently changed there packaging and I ordered a kit and the glue came dried up meaning I was able to use the product.
8 April 2025
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback! We're thrilled to hear that you love the kit and the solutions. However, we're really sorry to hear about the issue with the dried-up glue in the new packaging. That’s definitely not the experience we want for our customers, and we’ll be looking into this issue to ensure it doesn’t happen again.
Thank you again for bringing this to our attention—we truly appreciate your input and will work to improve the packaging and product quality.
Kind regards,
Luxe Cosmetics
No delivery, no refund
They say this was delivered on 29th March, it wasn't and they don't reply to my emails. I want a refund but they ignore me. Very very angry.
7 April 2025
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for sharing your feedback. We understand how frustrating it can be when there are issues with delivery, and we sincerely apologize for the inconvenience this has caused. At Luxe Cosmetics, we are committed to providing our customers with a positive experience, and we are constantly working to improve communication and resolution processes.
Your feedback is valuable, and we appreciate you taking the time to express your concerns. We are dedicated to ensuring customer satisfaction, and your input helps us in refining our service. Thank you again for your review.
Best regards,
Luxe Cosmetics
I would have loved the product but it's defective
I got the lash lift kit as a gift, and the glue was completely gel-ified... It wouldn't soften up in hot water... It's just like one big glob of jelly... And they won't send me a replacement item because I don't have the order number.
Their product is still defective with 2-years time until the expiration date... It was really disappointing to not be able to use this after waiting to get some for over 2 years.
I think I would have loved the product otherwise.
I don't see why I need the order number since someone actually did buy it and pay for it, and there is a barcode on the box so it can be tracked in case it's a whole batch that's defective.
Really disappointed that they won't replace their product. It's from their company, they made it and it's not working.
That's just not very good business.
This is how you lose lifelong repeat buyers.
:(
Update:
You can reply here, but do nothing about the defective product. You still distributed something that doesn't work. Businesses used to be accountable.
1 April 2025
Reply from Luxe Cosmetics DE
Thank you for your feedback. We're genuinely sorry to hear about your experience with the lash lift kit. We understand how disappointing it can be when a product doesn't meet expectations, especially after such a long wait. At Luxe Cosmetics, we strive to ensure the quality of our products, and we take concerns like yours seriously.
We aim to make every purchase a positive experience, and we are constantly working to improve our processes to prevent such issues from occurring. We appreciate your feedback, as it helps us refine our service and product quality moving forward. Thank you again for sharing your experience with us.
Best regards,
Luxe Cosmetics
Company is a scam
Company is a scam. Product didn’t show up for 2 months. They ignored my emails. Once it finally did arrive, the glue was hard. I finally got in touch with customer service. They gave me steps to revive the glue. This didn’t work. They have since quit responding to my emails asking for support.
24 March 2025
Reply from Luxe Cosmetics DE
Thank you for sharing your experience. We’re sorry to hear about the frustration and delays you encountered. While shipping delays can sometimes occur due to factors beyond our control, we are always committed to assisting our customers and ensuring they receive their orders.
Our team does its best to provide solutions — including guidance on how to revive products if affected by temperature changes during transit. We truly regret that this did not work for you.
We continuously strive to improve both our products and customer service, and your feedback helps us do just that. Thank you again for taking the time to share your thoughts.
Best regards,
Luxe Cosmetics
2nd poor review
This is the second time of giving a 1 star review as it's the only time that I get a response from Luxe.
I ordered shampoo and conditioner but when I received them I found that the conditioner tube was actually shampoo. I have emailed customer services several times about this and all they do us ask for details of my order, then ignore my reply.
Not happy!
5 January 2025
Reply from Luxe Cosmetics DE
We appreciate you sharing your experience. Our team is committed to providing high-quality products and ensuring accurate orders, and we regret any inconvenience you may have faced. We take customer concerns seriously and strive to offer the best possible service.
Your feedback is valuable, and we are always working to improve. Thank you for taking the time to share your thoughts.
Best regards,
Luxe Cosmetics
Absolutely useless scam of a product
The LVL lash lift kit is absolutely useless. Does not work. The pads are too cumbersome to be used by one person as the adhesive can only hold the middle section in place. Then the truly pathetic glue product is dry by the time you add it to the pad so your lashes don’t stick to it. An awful, shoddy scam of a product. Very low quality and a complete waste of money. Don’t buy - the video makes it look easy but in reality, it just does not work.
UPDATE: They offered a 30% refund but then failed to pay it and stopped responding. Disgusting business with incredibly questionable business practices. Not sure how they’re able to keep trading
9 March 2025
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for your feedback. We’re sorry to hear that the lashlift kit didn’t work as you expected. Our team puts a lot of effort into creating products that are both effective and easy to use, and we take customer input seriously as we continuously look for ways to improve. We understand your frustration and appreciate you sharing your experience, as it helps us to refine our offerings. Your comments about the adhesive and pads are valuable, and we’ll make sure they’re reviewed for future improvements. Thank you again for taking the time to provide your thoughts.
Best regards,
Luxe Cosmetics
This company is a complete SCAM
This company is a complete SCAM. Do not fall for it.
They took my money and never sent my order. They falsified shipping information on their website so it looked like it delivered; they admitted in writing later that it had never even shipped. It's been months of their customer service saying that they would fix it.
Meanwhile I continue to get their "used car salesmen" emails like "I shouldn't do this deal, but I just had to..."
18 December 2024
Unprompted review
Reply from Luxe Cosmetics DE
Thank you for sharing your feedback. We are truly sorry to hear about your experience, and we understand your frustration. We take customer concerns very seriously and strive to provide transparent and reliable service. It’s clear that we did not meet our usual standards, and we regret that your order was not handled properly.
We are committed to improving our processes and addressing the issues you've raised, especially regarding shipping and communication. While we understand your disappointment, please know that we are actively working to enhance our service to prevent situations like this from happening in the future.
Your feedback is invaluable, and we truly appreciate you taking the time to share it with us. Thank you again.
Best regards,
Luxe Cosmetics
One star is generous
One star is generous. I ordered the hair serum and the order sat in limbo for a MONTH. After several attempts to email them I disputed the charge with my credit card company. Finally got an email asking for my info to track the order despite the fact that I included a screenshot with said information in the FIRST email. I will NEVER order from here again. First and last time. Save your money for another reputable company.
1 February 2025
Reply from Luxe Cosmetics DE
Thank you for sharing your experience. We understand your frustration with the delay, and we truly regret that this situation led to such a negative experience. Our team works diligently to ensure orders are processed and delivered in a timely manner, but occasionally, unforeseen issues can cause delays. We also want to acknowledge that our customer service team does its best to resolve inquiries as efficiently as possible, and we apologize if there was any confusion in our communication. Your feedback is valuable to us, and we’ll continue to improve our processes moving forward. Thank you for taking the time to provide it.
Best regards,
Luxe Cosmetics
Pretty sure this is a scam
Pretty sure this website is a scam. Haven't received my order for more than two weeks, have Yodel tracking number, but my 'parcel' has been to 9 hubs so far. Emailed numerous times but zero response. Will contact my credit card company now to get my money back. Hope that this scammer taking people's money gets what they truly deserve in life.
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In response to their generic reply here.... if you cared as much as you say you do, you would respond to my many emails and look into what has happened to my parcel!
24 February 2025
Reply from Luxe Cosmetics DE
Thank you for your feedback. We apologize for the delay in receiving your order and understand your frustration. We work hard to ensure timely deliveries and excellent customer service. Your experience is important to us, and your feedback helps us continue to improve. Thank you for sharing your thoughts.
Best regards,
Luxe Cosmetics
The worst
I purchased a lamination set on the 8th of Feb. On the 10th of Feb I was sent an email saying it had been sent. It is now the 27th of Feb and I still do not have my package, any tracking, or any reply to my two sent emails.
I have purchased from luxe before and have found that the results are okay but nothing like what the videos show. It is difficult time consuming and you look ridiculous whilst doing it.
Save yourself the money and time and hassle and just buy a lamination set off Amazon. Same stuff but way cheaper and such fast delivery.
27 February 2025
Reply from Luxe Cosmetics DE
Thank you for sharing your feedback. We sincerely apologize for the delay in receiving your order and the lack of updates. While we make every effort to ensure smooth shipping and communication, sometimes factors beyond our control, such as shipping carriers, can lead to delays. We understand your frustration and appreciate your insights about the product. We are constantly looking for ways to improve the customer experience, and your comments are valuable in helping us do so. Thank you again for taking the time to share your thoughts.
Best regards,
Luxe Cosmetics
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