Reviews often describe fulfilment problems, including cancelled orders, lost parcels, and refunds that arrive late or are wrong. Many customers say items turned up damaged, used, or seemingly not genuine. A smaller group reports dependable, fast delivery and cases where a senior agent fixed the issue. Overall, reviews split sharply between happy and unhappy shoppers.
Examples from available reviews (Aug 2016 – Mar 2026).
Order partly lost and refund amounts were incorrect and delayed.
“Refund was for £63. Was sent £18.”
Received an intact empty box and customer service ignored evidence.
“all i received was an empty box delivered by Evri!”
Damaged toner received and customer service accused the reviewer of faking it.
“She accused me of faking it and she would never get me a replacement nor a refund.”
Consistently fast and reliable shipping to Germany for several orders.
“they've always been fast and reliable.”
Reviews repeatedly mention late deliveries, cancelled orders, and parcels that never show up. Several describe tracking that stops updating and couriers losing packages. Some reviewers say refunds were delayed, only partly paid, or refused after items went missing or were returned.
Some customers mention steep price rises on fragrances and surprise shipping fees. Others say prices beat high-street retailers. Value comments appear less often than delivery and product complaints.
Some reviewers describe straightforward orders, on-time delivery, and packaging that arrives intact. Many more mention repeated follow-ups, long waits, and order issues that never get sorted. Overall, reviews show a strong split between smooth purchases and ongoing service friction.
Several reviews say products arrived damaged, smashed, leaking, or soaking wet. Some describe items that look used or not genuine. Reviewers often blame weak packaging for the damage.
Many customers describe customer service as slow to respond, automated, or hard to reach. Some say staff were rude or accused them of lying when they raised faults. A small number report a senior agent stepped in and resolved the problem.
Most reviews point to fulfilment and returns breakdowns that lead to poor outcomes. Product condition and communication issues often add to the frustration. A smaller set of positive experiences stands in clear contrast.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Reviews (20) · Sitejabber (20) · Reviewcentre (10) · Quotes shortened · As of: March 2026
Received wrong items and customer service refused to resolve it.
“the items I received do not match my order at all.”
Order partly lost and refund amounts were incorrect and delayed.
“Refund was for £63. Was sent £18.”
Order was marked dispatched then cancelled due to stock, causing disappointment.
“24 hours later came a 2nd email stating that in fact they didn't have the product!”
Order cancelled despite showing five items in stock; customer frustrated.
“When I ordered it said they had 5 items in stock.”
Late delivery then order cancelled due to stock, ruined Christmas plans.
“it's out of stock and am being refunded.”
Customer reports never having any problems with them.
“Never had a problem with them”
Product appeared not genuine and returns process was burdensome.
“this product was not the genuine treatment”
Received an intact empty box and customer service ignored evidence.
“all i received was an empty box delivered by Evri!”
Received wrong, lower-value product and it leaked due to poor packaging.
“was sent the wrong product cheaper than the one I bought in the first place”
Damaged toner received and customer service accused the reviewer of faking it.
“She accused me of faking it and she would never get me a replacement nor a refund.”
Placed an order around three weeks ago but has not received it.
“I made an order about 3 weeks ago but haven't received it”
Prices on fragrances have risen dramatically, reducing reasons to shop.
“prices on fragrance have seemingly doubled if not tripled.”
No updates on order since 27 February for over ten days.
“No update since February 27th.”
Attempted multiple times but no response about missing €33 item.
“I have attempted several times to report an item missing from my recent order.”
Order over €100 promised in days still hasn't arrived after two weeks.
“it still hasn’t arrived it said it’d be here within 2-3 days”
Paid €80 palette arrived with smashed eyeshadow and poor customer response.
“arrived with portions of the eyeshadow smashed.”
Order not received and multiple contact attempts were ignored.
“I have never received the item.”
Returned items with proof but Feelunique refused full refund; PayPal refunded.
“they refused to refund me the full amount”
Order from 29 December still not received and support hasn't resolved it.
“still have not received my order FN77427204.”
Parcel never arrived and company refused refund or resend after 35 days.
“My parcel never arrived and they refuse to refund or resend it”
Customer service does not reply and chosen courier is also appalling.
“Terrible customer service as they don't get back to you! Appalling!”
Did not receive promotional gift set and customer service did not reply.
“I received my order but no gift set.”
Customer returned product but company kept both item and refund.
“I returned a product they kept the product and my money”
Returns were allegedly received but refunds were refused and account closed.
“They have now refused to refund me the items I returned.”
Company refused refunds despite proof and closed customer's accounts.
“They have now refused to refund me the items I returned.”
Missing order and was told after 60 days no refund would be given.
“after 60 days they won’t be able to do the refund”
Delivery delayed nine days and company unresponsive to update requests.
“Item has been with delivery partner for 9 days”
Foundation ordered from England arrived in nine days with product intact.
“my foundation arrived in just 9 days.”
Customer service deteriorated since changeover; returns and responses take too long.
“Bad customer service since changeover to Sephora”
Charged and then failed to refund for over 1.5 months despite evidence.
“It's been more than 1.5 months I can not get my refund.”
Items arrived damaged and unusable; customer service gave only automated response.
“My items arrived damaged & unusable”
Product appeared used with marks and damaged packaging; customer requests refund.
“Someone used it before me!”
Refund denied claiming packaging wasn't intact, customer lost £40.
“they've literally scammed be out of £40.”
Product arrived within two weeks and customer is very happy.
“It's perfect.”
Placed order after promo code, item never arrived and customer support ignored them.
“it never turned up and I've never been able to get in touch with customer support”
Tracking number unrecognised and company unresponsive, reviewer suspects a scam.
“tracker doesnt recognise number”
Company promised refund or replacement but then stopped responding.
“I have received no response from them.”
Parcel lost by courier and customer service ignored repeated messages.
“their customer service is appalling, beyond poor and disappointing.”
Order never arrived despite promised redelivery after a month.
“Thus company is a scam.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Feelunique is an online beauty retailer that sells cosmetics, skincare, haircare, and fragrances. The site lists branded products and seasonal promotions for individual shoppers. Customers can open an account, place orders online, and track delivery through web channels. The company shares returns details and offers support via online chat and email.