My complaint was finally resolved - After several useless e-mails and two negative reviews - and actually they sent me the promo gift I was not sent before... Niche-beauty beauty, that's what your cos... See more
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Review summary
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I am in love with Niche Beauty! To start with they deliver your order truly in max 3 working days... they always have a separate "sale"section - in case you want to shop out of a whm!- and, last b... See more
Company replied
I actually love Niche Beauty, and would buy more for it if only they stock my other favourite brand: Act and Acre!
All in all the experience is good, but delivery times should be definitely improved.
Company replied
Company details
Written by the company
NICHE BEAUTY is an online portal founded in Hamburg, Germany and we are dedicated to offer our customers exclusively, exciting and luxurious cosmetic brands from all over the world. Our niche brands were previously known only to insiders and are now available to all of our customers at https://www.niche-beauty.com/en-de/.
Contact info
Spitalerstraße 9, 20095 , Hamburg, Germany
- +49 (0)40 607 72 58 0
- customercare@niche-beauty.com
- niche-beauty.com
3.9
Great
3K reviews
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Incomplete address, twice
I placed an order and put in my full address. I get a shipping notification and my address is incomplete. Since the address is incomplete, the post service can't deliver the package and it is being sent back. I send an email, telling them that the address is incomplete and that the package is going back.
They respond by telling me, they will send out my order again and I will receive a shipping confirmation soon. Again, I tell them to make sure the address is complete, because I don't want the package to go to the incomplete address again.
I receive the shipping confirmation and my address is incomplete, just like the first time, even though I have told them twice how important the last part of my address is. I email support again, telling them the address is incomplete, again. They tell me they can't do anything at this point, but I can change the address directly on the tracking page.
Now I know that's not true (from my job, where I handle these types of things). I call DHL. DHL tells me only the sender can change the address, but since the package is already in the hands of my local post service, they can't do anything at all. I call the local post service. They, too, tell me that only the sender can change the address. The local post service tells me to reroute the package to the next pickup station and that can potentially fix the problem. If not, the package goes back to the sender a second time.
Funny thing... looking through reviews, one of the first one's I read, was someone who had the exact same thing happen. Seems like wrong/incomplete addresses seem to be an ongoing issue for them.
24 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are truly sorry for the inconvenience and frustration the situation has caused.
Kindly provide more information so we check on the shipment status. If you do not receive the collection point address or need further assistance, please contact us directly at customercare@niche-beauty.com so we can help resolve this as quickly as possible.
Thank you for your understanding,
Your Niche-Beauty Team
I haven't received my package
I haven't received my package, you sent it to the wrong address in another town.
1 February 2026
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for your message. We are sorry for the concern this has caused.
The order was shipped to the address provided at checkout. We have already sent you an email regarding this case—please reply directly to that message so we can review the details with you and resolve this as quickly as possible.
Thank you in advance,
Your Niche-Beauty Team
I am writing this review to express my concerns
I am writing this review to express my dissatisfaction of provided service,
From the start there were problems. First one being I wasn't able to log in my profile and so didn't finish a purchase which offered a special price. I had to write more mails explaining I never received a reset password and after those mail they solved it by giving a code for purchase.
There was another problem straight after the order being placed and now I received an e mail with wrong order number and instead of the address my name is written two times.
To be honest I don't know what to expect.... If the order will arrive and what will be inside when I receive it. At the moment I am waiting for the customer service to respond that is why I gave two starts because I hope it will be solved.
EDITED: The package arrived with correct items after being contacted by the customer service.
I am giving it 3 stars for solving the issue as thing should run smoothly nevertheless.
5 February 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for taking the time to share your experience with us. We are truly sorry for the inconveniences you encountered along the way and understand how frustrating this must have been.
We would like to reassure you that the order has now been successfully shipped with the correct recipient name and delivery address as originally provided. You have also been informed via email with the correct details and tracking information.
We appreciate your patience while our customer service team worked to resolve these matters, and we are glad we could clarify everything before delivery.
Please do not hesitate to reach out to us directly if you have any further questions or concerns — we are here to help and ensure everything arrives as expected.
Thank you again for your understanding.
Your Niche-Beauty Team
Everything is perfect
Everything is perfect. Great products and quick delivery. Very well packed to avoid any damage. Highly recommended
4 February 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Terrible customer service & misleading promotion
I placed an order for a £36 body butter solely because a free makeup bag was advertised and added to my basket. The free gift was visible right up until payment.
However, once the order went through, the makeup bag was silently removed from the order confirmation.
I contacted customer service immediately asking if they could add the free gift. I was told that no amendments could be made to the order, so I replied asking either for the makeup bag to be sent separately or to return the product.
That was 10 days ago — I’ve had no response at all since.
When I tried to return the item myself via their portal, I was shocked to see they charge £20 for a return label on a £36 product. Given the situation was caused by a misleading promotion and zero customer support, this feels completely unreasonable.
Extremely disappointing experience. Poor communication, no accountability, and a return policy that penalises the customer for the company’s own error.
16 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are really sorry to read about your experience and understand why this situation is frustrating.
We would like to look into this matter properly. To allow us to check what happened with the free gift and the communication you mentioned, we kindly ask that you provide more details.
Kindly note in the meanwhile that, beauty deals or gift bags are not combinable with vouchers (unless otherwise stated) - a typical reason for the possibility of it vanishing at check-out.
Once we have more information, we will be able to review the case and see how we can assist you further.
Thank you for bringing this to our attention, and we hope to have the opportunity to clarify and address your concerns.
Your Niche-Beauty Team
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
I received my order today and after…
My order number TKGHV2705210, I received my order today and after opening it I found that the perfume had already been opened before it was sent to me!
I will definitely not accept this! Every new perfume is packaged in a clear plastic bag, this perfume was not new!
And I did contact customer service on 20.01.2026 and I have been ignored all this time!!
23 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry to hear about this and completely understand your concern — this is certainly not the experience we want for our customers. We sincerely apologize for the inconvenience caused.
In order for us to take a look into this matter as quickly as possible and find a solution, we kindly ask you to contact us via email (customercare@niche-beauty.com) with your order number and clear photos showing how you received the product.
Once we have these details, our customer care team will investigate promptly and assist you further.
Thank you for bringing this to our attention, and we hope to resolve this for you as soon as possible.
Your Niche-Beauty Team
Never order from this company!!
Never order from this company!!! The client service is abysmal - I've been handled by 4 different persons, on two separate threads, one of them just didn't bother to reply. It's been more than 2 weeks since the dispatch of the order and I am yet to receive it, within the EU. They showed minimal to no interest in locating the package and having it delivered on time to me. Offered absolutely NO explanation as why there was a delay. The package was promised to be delivered by DHL, but that was only the case within German territory, then it was handed over to the local postal service, so the service itself is terrible. Now I've received a notification that says I wasn't home to receive the package today which is a barefaced lie since I've been home all day. Moreover, it says I was left notice of this in my postbox - a postbox that is, of course, empty, with no such notice. And they are not replying to any of my emails. At this point, it seems like NicheBeauty is just a scam - they took my money, buy I have no order and no way of receiving it, while their system falsely claims I wasn't home and that I was left a notice that doesn't exist. I will probably be forced to file an official complaint with the EU consumer network. But save yourself such trouble and avoid this joke of a company.
Edit after NicheBeauty's reply: I have offered all information that TrustPilot prompted me to offer, including the order number. Your client service, in the meantime, offered another unsatisfactory reply, refusing to answer as to why the package is not being delivered as per your T&Cs. You are using the fact that I have created a TrustPilot account with a different email than that used for my order to deflect from the fact that close to a month later you have not delivered my package. I am done interacting with your company. Others are free to judge whether they want to bother buying from you.
22 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for taking the time to share your experience. We are truly sorry to read about your frustration and understand how concerning it is not to receive an order as expected.
After carefully checking our system, we were unable to find any order associated with this email address, nor any previous conversation history linked to this same email address. For this reason, we are currently unable to locate the shipment or review its delivery status.
To allow us to properly investigate and assist you, we kindly ask you to provide more details.
Once we receive this information, we will immediately cross-check the delivery status and work on providing you with a clear explanation and an appropriate solution.
Please rest assured that we take delivery issues very seriously and are committed to resolving this matter as quickly as possible once we can identify the order.
We look forward to your reply.
Your Niche-Beauty Team
They will spam you with email after…
They will spam you with email after email.
The reply bellow is funny because it was one of their spam emails that asked for this trustpilot review. Now they suddenly have ‘no history’ of it.
17 January 2026
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are sorry to hear about your experience and apologize for any frustration this may have caused.
After carefully reviewing our records, we could only find one order linked to the email address provided, which has been successfully delivered. However, we were unable to locate any conversation history with our customer care team at customercare@niche-beauty.com.
To allow us to properly assist you, we kindly ask that you contact us directly at this email address and let us know how we can help. Is it about receiving several newsletters?
We will be happy to look into this further and support you.
Your Niche-Beauty Team
Very fast delivery
Very fast delivery. All products and packages in order. Samples added as promissed. great
16 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
The best service!!!
12 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
I like shopping on Niche beauty very…
I like shopping on Niche beauty very much.I like the exclusive brands you offer ,also the free gifts with purchase.
1 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
I ordered lipcase and refill and…
I ordered lipcase and refill and lipcase can’t be used without a refill. I got confirmation that the order was accepted and the next email was that the order is on the way to me. I never was asked if I want to get only one item instead of two that I ordered. I can’t use lipcase without the refill so it would be good not to send me part of the order without informing me that the second item is missing. I was charged for the lipstick case only but I can’t use it anyway. Please return the full amount of the order and not only money for the missing item. Customer service doesn’t work well. I had to send reminders in order to get answer and though I asked several times to send me confirmation of money return (any document) I still hasn’t got it. Now I had to bother with the return while if I was asked whether I want to get only part of the order as the other item was missing, there would be no first waiting for the delivery, then sending it back and only after that waiting for the money transfer. I still haven’t got money back for the missing item so as any document confirming it was already transferred to my account
9 January 2026
Reply from NICHE-BEAUTY.COM
Dear Customer,
Thank you for taking the time to share your experience. We are really sorry for the frustration this situation caused — we completely understand that a lip case without the refill is not usable and that this was disappointing.
As you already contacted us by email, we are happy to continue the conversation there so we can handle your case in detail and find the best solution for you.
Kindly note that a free return label could be created for Poland directly on our website. To do so, please scroll all the way down to the bottom of the page and click on the Returns section. This will take you to the returns page:
https://www.niche-beauty.com/en-de/info/returns
Please review the information provided there and proceed to the returns portal to generate your return label.
Thank you again for your feedback — it helps us improve our communication and processes.
Your Niche-Beauty Team
Perfect!!
Perfect!!! Fast and efficient. Products in perfect state. Good packaging.
12 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Not sure why negative comments 🤔
Not sure why negative comments 🤔, maybe it depends on the country. I've been using NB actively for a year now (Belgium) and everything is always perfect. The brand selection they have is amazing, and since they launched "the Club" it got even better.
3 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Never received order - no response from customer service
UPDATE: 08.01 - still not resolved and no reply from customer service.
Order number: GE10641217094NL
Never received order. Was told there was a delivery note left for me at home. There wasn’t. Was told it was at the local DHL pick up point. It wasn’t. Then they stopped replying to my emails. Since then, it’s clear from the comments on their socials that this is far from an isolated incident. Avoid.
2 January 2026
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We sincerely apologize for the inconvenience and frustration this situation has caused. We are truly sorry that you have not received your order and for the lack of timely communication from our customer service. Please accept our heartfelt apologies for the distress and confusion this has caused.
If this issue has not yet been resolved, we kindly invite you to provide more details here so that we can thoroughly check the status of your order and assist you as quickly as possible.
Thank you for your understanding.
Your Niche-Beauty Team
reliability
reliability, they have all the brands, I enjoy different gifts that I can try and then buy.
1 January 2026
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
Very fast delivery
Very fast delivery, super price, great packaging. Will definitely buy again
21 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Thank you very much for your trust and positive review. We are pleased that you are satisfied with our services and products.
Your feedback is important to us and we are committed to meeting your expectations in the future.
We look forward to many more positive experiences with you. Your Niche-Beauty.com Team.
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