I placed two orders on the website and both arrived safely and on time in Saudi Arabia. I like the variety of products and that I can choose Polish brands. However, I’ve noticed that the prices of som... See more
Company replied
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This has been one of the worst customer experiences I’ve ever had. I received a product that was already opened and leaking upon delivery. The plastic part of the can was burst, and the... See more
Company replied
UPDATE - I got the package after 1 month , so its not a scam in terms of order not arriving but is a sort of scam in terms of the time they say it will take . DONT BUY FROM THIS WEBSITE . Save... See more
Company replied
[EN] An order that didn’t go as it should have, due to the poor service provided by the shipping company they use [MRW]. As a result, the order was canceled and refunded. It’s worth highlight... See more
Company replied
2.4
Poor
189 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 88% of negative reviews
Typically replies within 1 month
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See how their reviews and ratings are sourced, scored, and moderated.
Ordered an item august 17th and never…
Ordered an item august 17th and never received it.
Can't find anywhere to contact the company.
17 August 2025
Unprompted review
Reply from Makeup
We are very sorry to hear that you have not yet received your order and for the inconvenience this has caused. This is certainly not the experience we aim to provide.
Please contact our customer support team at Makeupstore.com with your order number so that we can investigate this matter immediately and ensure it is resolved as quickly as possible.
Good experince with site
Fast shipping and good packed I got all my product, I don't understand the bad reviews about this website 😆
3 October 2025
Unprompted review
Reply from Makeup
Thank you very much for your kind words! We are delighted to hear that you had a smooth experience with fast shipping and well-packaged products.
We appreciate your trust and support, and we hope to continue exceeding your expectations in the future.
They need better shipping carriers / Precisam de melhor transportadores
[EN]
An order that didn’t go as it should have, due to the poor service provided by the shipping company they use [MRW].
As a result, the order was canceled and refunded.
It’s worth highlighting the good customer service, which provided all the necessary information in a friendly manner.
--------------------------------
[PT]
Encomenda que não correu como deveria, isto porque a empresa de transporte que utilizam [MRW], fez um péssimo serviço.
O resultado foi o cancelamento fda encomenda e o reembolso.
De destacar um bom serviço de atendimento ao cliente, que deu todos os esclarecimentos com simpatia.
5 August 2025
Unprompted review
Reply from Makeup
Thank you for your feedback and for the provided contact details.
We have looked into your case and could not find an order placed through Makeupstore.com. It appears your order was made via the Portuguese site (makeupstore.pt), which is managed separately.
We kindly recommend reaching out directly to the customer support team at Makeupstore.pt, who will be best positioned to assist you with your order.
Customer service
I unfortunately had an issue with USPS, they really did drop the ball and provided no real updates to me, the customer, or the shipper. I never ended up with my product. However the customer service was excellent with the shipper. They stayed in contact with me throughout the process started an investigation with usps and I did as well. USPS provided no update. After a while they gave me a refund, even though the issue never was resolved with usps.
1 August 2025
Unprompted review
Reply from Makeup
Thank you for taking the time to share your experience.
We sincerely regret that your order was not successfully delivered and that USPS did not provide adequate communication throughout the investigation. While delivery issues are beyond our direct control, we fully understand the frustration and inconvenience this situation may have caused.
We are, however, grateful for your recognition of our customer service team. It is our priority to ensure that every customer feels supported, and we are pleased to hear that our team maintained consistent communication with you.
Thank you once again for your understanding. We hope to have the opportunity to serve you again under better circumstances in the future.
My order came with missing items
My order came with missing items.
The only missing items were the ones I ordered multiple of.
100% they forgot to pack them.
They told me to send photos of package. I did. Then they said that they reviewed recording of packing the package and everything was packed. Mind you the package would not fit missing item it was packed to the brim. I asked them to send me the video... They replied they need another picture of the package ... Like what?
Mind you missing items were maybe $6-$7 total worth. Recommendation to store: good customer practice would be offering to ship missing items with next order!!!
2 March 2025
Unprompted review
Reply from Makeup
Thank you for your feedback. We sincerely regret to hear about the inconvenience you experienced with your recent order.
Please be assured that we take all reports of missing items very seriously. In such cases, we request photos of the received package to cross-reference with our internal packing footage, as part of our standard investigation procedure. We understand your frustration and apologise if our requests felt repetitive or unclear.
Regrettably, we have not received your contact information via Trustpilot, which limits our ability to follow up with you directly. Should you wish to continue the conversation, we kindly invite you to reach out to us at Makeupstore.com, including your order number. We would be pleased to re-examine the case and work towards a resolution.
We value your feedback and will take your comments into account as we strive to improve our customer experience.
Ordered a few toothpastes over 2 weeks…
Ordered a few toothpastes over 2 weeks ago, supposed to arrive in 1 week. Still nothing. Needed them for my mom before flying to Istanbul tomorrow.
Customer service was completely useless—no tracking info, no solution, just “we can’t guarantee delivery.” Then why take the order?
Never ordering again. Totally unreliable.
18 July 2025
Unprompted review
Reply from Makeup
Thank you for taking your time to write this review. We sincerely apologize for the delay and any inconvenience caused. According to our records, your parcel was delivered on July 26th, 2025. We understand how important it was for you to receive the order on time, especially with your upcoming trip. We regret that the delivery company did not meet your expectations and we appreciate your feedback, which we take seriously as we work to improve our service. Please feel free to contact us directly if there is anything we can do to assist you further.
Review of MAKEUP / My product was spoiled
This has been one of the worst customer experiences I’ve ever had.
I received a product that was already opened and leaking upon delivery. The plastic part of the can was burst, and the contents had leaked all over the box, rendering the product completely unusable.
I immediately contacted customer support and provided clear video evidence of the damage. Instead of acknowledging the issue and offering a refund or replacement, I was told that “the product is not damaged and is not leaking,” blatantly ignoring the facts shown in the video.
This is a clear violation of EU consumer protection laws, including Directive 2011/83/EU which entitles customers to a refund or replacement if a product is delivered damaged, defective, or unfit for use.
As a result of their refusal to resolve this matter fairly, I have filed an official complaint with the Market Inspectorate of Slovenia (DIPUT).
MAKEUP has lost me as a customer, and I strongly do not recommend this store to anyone who values proper service, accountability, or legal compliance. Avoid at all costs.
Update as of July 30.
They refunded the scrub jar before I could dispute it. It was an unpleasant situation. I will give it 3 stars
9 July 2025
Unprompted review
Reply from Makeup
We regret to hear of your dissatisfaction and would like to assure you that we take such concerns very seriously.
After a thorough review of our system, we have not been able to locate any order under your name placed through Makeupstore.com. It’s possible that your order was made through a Slovenian regional site. If your purchase was made through the Slovenian website, we kindly recommend contacting their customer service team directly, as they operate independently from us and will be best positioned to assist you.
They did a good job of communicating
They did a good job of communicating during the shipping process. It was only a few days delayed but they made sure to notify me every day it was delayed and what their estimate was for a new arrival date. Their products are fairly priced and it arrived within 2 weeks of purchase. I had a good experience with this company I know not everyone has but for me it has been good.
30 June 2025
Unprompted review
Reply from Makeup
Thank you for taking the time to share your experience. We are pleased to learn that, despite a brief delay, our team was able to keep you well informed throughout the shipping process and that your order arrived within the expected timeframe.
We look forward to assisting you again in the future.
Expensive mistake doing business with Makeup Store
Avoid this company! I ordered an expensive comb that broke under normal use within days. When i contacted customer service with photos, i was told they would not refund my purchase or send a replacement comb.
13 June 2025
Unprompted review
Reply from Makeup
We are genuinely sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand your frustration and regret that the comb did not meet your expectations, especially given its premium nature. As part of our standard procedure, we asked for specific documentation (including barcode and batch number) to properly investigate the issue and determine the appropriate resolution. Unfortunately, without this key information and since the damage occurred after delivery (as the result of a daily use), we were unable to offer a refund or replacement under our current policy.
That said, we never want our customers to feel unheard. Your concerns have been noted and we will pass this feedback on to the proper department.
If there is anything more we can do to support you, or if you can still provide the missing details, we would be happy to re-open your case.
It was pretty easy to make an order and…
It was pretty easy to make an order and a payment! I had some confusion with delivery but Makeup clients support worked great and gave me all information about a delivery update. I received my package and I will be back for more items)
6 June 2025
Unprompted review
Reply from Makeup
Thank you for your kind feedback. We are pleased to hear that you found the ordering and payment process straightforward.
While we regret any initial confusion regarding the delivery, we are glad our customer support team was able to promptly assist you and provide the necessary updates.
We truly appreciate your trust in us and look forward to welcoming you back for future purchases.
Order damaged, no resolution, Instagram comments deleted
I placed my order with Makeupstore.com on May 13th. Today is May 29th, and I still haven’t received my order — nor have I been given any real update or resolution.
My package was marked as damaged over a week ago, and while I was told that the Claims Department would contact me, no one ever followed up. Instead, I was asked to keep waiting, which is unacceptable.
Under U.S. consumer protection law, the seller is responsible for ensuring the customer receives the product or is refunded — not passing the blame to the carrier and going silent.
When I expressed my concerns publicly on their Instagram page, my comments were deleted, which clearly shows they prefer to silence unhappy customers rather than resolve issues. They responded again on Facebook, but still offered no real solution — just more delays and vague replies.
At this point, after over two weeks of waiting, I’ve received neither a refund nor a replacement, and frankly, I have no confidence that I’ll ever receive my order. This experience has been frustrating, unprofessional, and disappointing.
29 May 2025
Unprompted review
Reply from Makeup
We regret the inconvenience caused by the delay in your order and appreciate your patience. Please be advised that our policy requires a claim to be made with the courier prior to issuing refunds. Unfortunatelly, there is no delivery company which can be fully immune to such situations but we are always ready to provide the necessary assistance.
We would like to confirm that your refund was processed on June 2nd 2025. We apologize for any earlier communication shortcomings and are committed to improving our service.
Should you require further assistance, please do not hesitate to contact us directly.
I ordered twice and both time…
I ordered twice and both time merchandise arrived on time and in a decent condition. Staff answered my questions pretty fast and with professionalism. They were very diligent, and I will continue buying from them. Highly recommended!
5 May 2025
Unprompted review
Reply from Makeup
Thank you for your continued support and kind words. We are delighted to hear that both of your orders arrived on time and met your expectations. It's also great to know our team was able to assist you promptly and professionally.
Avoid this company
Avoid this company – extremely poor service.
I returned a product, and although the company received it 50 days ago (confirmed by GLS courier), they are still “inspecting” it or repeatedly asking me to resend the shipping confirmation. It feels like they’re deliberately stalling the refund process, possibly in the hope that I’ll give up. Very disappointing experience.
24 May 2025
Unprompted review
Reply from Makeup
We regret to hear of your dissatisfaction and would like to assure you that we take such concerns very seriously.
After a thorough review of our system, we have not been able to locate any order under your name placed through Makeupstore.com. It’s possible that your order was made through a Slovenian regional site. If your purchase was made through the Slovenian website, we kindly recommend contacting their customer service team directly, as they operate independently from us and will be best positioned to assist you.
I was a little hesitant about ordering…
I was a little hesitant about ordering when I read the reviews. I received my order in about a week. No issues at all. All of my products were in great condition with no damage. Will definitely order from again!
21 May 2025
Unprompted review
Reply from Makeup
Thank you for your feedback. We are pleased to hear your order arrived promptly and in excellent condition. We appreciate your trust and look forward to serving you again.
No refund for missing item
Hi. I got my package last week and there was missing 1 item. I wrote an email if they will refund me or send missing product. They wanted me to take a screenshots of the box so I did but I said that box was unopened and not damaged. After a few days they sent me an email if I can take again screenshots of the box. They didn't refund me and didn't send missing item. They said that after investigation they are sure that missing item was packed. So I asked them if I can get the proof of it ,so they sent me a pic where my item is just laying on the desk,not in my box. Ridiculous
23 April 2025
Unprompted review
Reply from Makeup
Thank you for your message and for taking the time to share your experience.
First of all, we truly appreciate your patience and cooperation during the entire communication process. Thanks to your detailed responses and the photos you provided, we were finally able to come to a clear conclusion: unfortunately, the package was indeed damaged during delivery, which led to the item going missing.
Please note that all our orders are shipped directly from Europe, and while we always aim to pack every parcel carefully, sometimes the carrier may not be able to ensure the package arrives in perfect condition. Sadly, this seems to have been the case here.
As a result of our investigation, and thanks to your active involvement, we have already issued a full refund for the missing item. We are sorry that this situation caused you frustration, and we truly hope this resolution reflects our commitment to fair service.
Reply from Makeup
Thank you for your continued trust and feedback. We greatly appreciate your loyalty and are pleased to hear that our communication has met your expectations. We look forward to serving you again in the future.
Old Spice in Rome
I needed Old Spice in Rome, but it is very rare and not easy to find. Then I make an appointment for delivery from Makeup. Honestly, there was a problem in the delivery process, but it wasn't from MakeUp's side. They made a good customer support, provide informations in detail and respond to each mail!
2 April 2025
Unprompted review
Reply from Makeup
Thank you for your thoughtful feedback. We are pleased to hear that, despite the delivery challenges, our customer support team was able to provide you with the necessary assistance and detailed information. We greatly appreciate your understanding, and we remain committed to delivering the best possible service. We look forward to the opportunity to serve you again in the future.
Fraudulent and dishonest business practices! Stay away.
Fraudulent and disgusting business practices. Please stay away!
This company doesn't stand by the quality of products they sell and asks customers to pay to ship back DEFECTIVE (used) products that they send to customers.
Upon asking to return a defective product, customer service shared by email "Wed like to clarify, that we can grand you a discount (up to $23) to cover the return charges as to resolve the situation the product must be returned". Once I returned the product, customer service suddenly completely ignored this prior communication they sent, which i screenshotted and attached in email as evidence, and shared "We regret to inform you that, as was explained before, we can only grand you a discount for the next purchase, as we don't cover the return charges, and the $9 discount has already been added to your account."
Not only is Customer service DECEIVING but they also provided extremely poor customer experience after sending a DEFECTIVE (disgusting) product with stains and soaked with fragrance.
MAKEUPSTORE customer service (email: csus @ makeupstore.com) has been dishonest, committing by email "to cover the return charges", only to then change their communication and take away the refund of return charges for a defective product, thereby not honoring their written email commitment.
This is FRAUDULENT and I therefore want to warn all potential customers of this practice. Please stay away!
I have never seen such dishonest customer service before and will complain to consumer protection organizations.
My order id as supporting evidence: 1738765890-0997
27 March 2025
Unprompted review
Reply from Makeup
Thank you for taking the time to share your feedback. We sincerely apologize for any frustration or confusion you have experienced. After reviewing your case, we can confirm that a full refund for your order was processed on 24.03.25.
We regret any miscommunication regarding the return charges. Our aim is always to provide clear and effective support, and we apologize if our previous communication fell short of your expectations. Please know that we are committed to resolving any issues to the best of our ability and ensuring a positive customer experience.
Should you have any further questions or concerns, please do not hesitate to reach out. We value your feedback and hope to have the opportunity to serve you better in the future.
Satisfied customer!
I’ve read some of the 1-star reviews, and I guess I’m the lucky one. I didn’t have any trouble “surfing” their website, everything was clear to me, found what I was looking for, whatever product was out, it clearly said “out of stock”. I ordered only twice from MakeUp and both times packages were delivered on time, nothing was damaged inside, I’m definitely gonna be a returning customer.
17 March 2025
Unprompted review
Reply from Makeup
Thank you so much for your kind feedback! We are thrilled to hear that you had a smooth experience with our website and that your orders arrived on time and in perfect condition. We truly appreciate your support and are excited to welcome you back as a returning customer. Thank you for choosing us!
TERRIBLE I mean TERRIBLE online shop
TERRIBLE I mean TERRIBLE online shop. I stupidly ordered from them twice and both times it was a freaking poop show. Both times I didn't receive my packages and both times a got a bunch of run around. They said they would issue a refund, lies. Had to open a dispute with my bank to get my money back. AND They lie to your bank and try to say you got your package Seriously this store is garbage 100% Don't buy from here, please. All you're going to do it is wait for MONTHS to get your money back in
19 February 2025
Unprompted review
Reply from Makeup
We sincerely apologize for the issues you have faced with your orders. We understand your frustration, and we want to clarify the situation. Your first order was successfully delivered, and tracking information was provided to help confirm its delivery.
As for the second order, we understand it did not arrive, and we issued a refund promptly. We apologize for any caused inconvenience caused by the courier. Unfortunately, there is no delivery company which is fully immune to this type of problem.
Your feedback is incredibly important to us, and we are working hard to improve our service and ensure that these issues do not happen again.
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