Reviews show Trinny London frequently resolves order problems quickly, with multiple customers naming staff who arranged replacements or re‑shipments. Product feedback is mostly positive for cleansers, eyeshadows and general performance, but a minority reported quality faults (for example a drying tinted serum, a broken pump or a faulty eyeliner). Several reviewers experienced delayed deliveries or voucher problems; these cases often cite good follow‑up, though a few remained dissatisfied. If you’re planning time‑sensitive purchases, consider ordering well ahead and using the company’s chat or customer service channels for tracking or replacements.
Examples from available reviews (Dec 2021 – Feb 2026).
Customer service replaced my missing order quickly via another courier.
“Fantastic service from the Trinny London team”
Voucher arrived about a month late, making the gift embarrassing.
“Totally shambles and very embarrassing.”
Skincare products impressed, improving mature skin despite higher price.
“The skin care is second to none”
The tinted serum was effective but difficult to remove and drying.
“I purchased the serum and found it not only difficult to remove but a little drying as well.”
Most reviewers describe fast, helpful aftercare and rapid problem resolution, often naming staff who arranged replacements or re‑shipments.
A small number of reviewers note the range is pricier but say packaging and research justify cost; sample size is limited.
Site/chat support solved ordering issues for some, while others reported frustrating form/email processes or wished for a phone option.
Many reviewers praise product performance (cleansers, eyeshadows), but a minority report faults (drying tinted serum, faulty eyeliner, broken pump).
Customers frequently mention clear, polite, and prompt replies from named team members; a few report poor responses before issues were resolved.
Overall ratings lean positive: most reviewers recommend the brand, citing helpful support and satisfactory products; a few had negative delivery or product incidents.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Customer service exchanged wrong shade; plumping serum improved mature skin quickly.
“sent me a different shade which is perfect.”
Damaged bag was replaced promptly by customer service.
“Ian rectified this by replacing it with a brand new one.”
Skincare used for four years has significantly improved the reviewer's skin.
“Been using the skincare products for over 4 years now, never had better skin!”
Second order received no confirmation and customer service hasn't replied.
“I have emailed with attachments with my payment and screen shot of the purchase and I have not heard anything.”
Amazing customer service and products; issues are resolved immediately.
“Absolutely amazing customer service.”
Accuses the company of selling 'tat' and ripping off couriers.
“Stop ripping off hard working Evri couriers with your tat, check book Trinny”
Charlotte provided knowledgeable, helpful customer service selecting a gift.
“Fantastic customer service from Charlotte.”
Customer support replaced incorrect shade and issued a coupon promptly.
“she sent me a replacement BFF All Day and gave me a coupon code”
Quick, professional responses made me feel valued as a customer.
“I felt like a valued customer.”
Products loved; customer service responded within an hour to fix order.
“IAN from the customer services team came back to me within the hour”
Courier lost parcel; customer service resent order promptly via a different courier.
“immediately sent me a replacement order with a different courier”
Prompt, fuss-free resolution to a minor product issue by customer service.
“a big shoutout to Ian who was extremely polite and helpful.”
Products praised; missing order was reordered promptly by customer service.
“apologies and have reordered for me in quick time.”
Cream eyeshadow feels luxurious and suits mature skin.
“This feels creamy and luxurious and sits nicely on my skin.”
Ian responded promptly and resolved my issue effectively.
“Ian was absolutely brilliant, responding to my email promptly and sorting out the issue”
In-store staff were friendly, knowledgeable, and very helpful.
“Daniel and the staff at meadow Hall are so lovely”
Faulty item replaced within 48 hours after contacting customer service.
“within 48hrs problem resolved and replacement sent and received.”
Customer service handled a product mismatch respectfully and resolved it.
“I was worried this would not be taken seriously but it was.”
Order not received was replaced and a complimentary lip balm included.
“Mitra had added a fab little gift of Trinny Lip Balm as an extended apology”
Lost parcel resent via different courier and included a free gift.
“they had sent the order again via a different courier.”
Customer service replaced my missing order quickly via another courier.
“Fantastic service from the Trinny London team”
Skincare products impressed, improving mature skin despite higher price.
“The skin care is second to none”
Support resolved my order error quickly and courteously.
“lovely products and amazing aftercare.”
Small product fault was resolved immediately by customer service.
“There was a small problem with a pump and it was resolved immediately.”
Damaged item was promptly replaced after contacting customer service.
“a replacement item had been sent out.”
Customer service helped with delivery problem and products praised.
“Fantastic service from Steff in customer services”
Company communicates well and resolved a delivery issue professionally.
“Trinny london always communicate and deliver promptly.”
Customer service resolved my issue quickly; products praised.
“Excellent products and amazing customer service.”
Voucher arrived about a month late, making the gift embarrassing.
“Totally shambles and very embarrassing.”
Faulty eyeliner couldn't be returned locally and customer service was unhelpful.
“the crayon has completely fallen out of the pencil.”
Customer service representative solved a tariff delay and reshipped promptly.
“She dealt with the logistics issue and got a new shipment out to me on a Sunday evening.”
Product was excellent and support both in-store and online praised.
“Excellent product and fantastic support both I store and online.”
Missed parcel handled well by staff, products liked; asked for phone number.
“Fantastic service from Beth when my parcel went missing with Evri.”
After a late delivery, customer service resent order and included a gift.
“sending out order again with a surprise gift in it to me”
Lost order was investigated and resent promptly by customer service.
“she arranged for the products to be sent again !”
Customer service representative resolved two complicated issues quickly.
“Thank you again Lauren for your patience and for resolving the issues quickly”
Long-term customer praises products and quick, efficient customer service.
“Excellent customer service who deal with any queries quickly and efficiently.”
Product loved and customer care resolved ordering glitch remotely.
“Lauren helped resolve a technical glitch so I could place my order online all the way from far West Texas.”
After product reaction and lengthy contact, a refund and gift were offered.
“arrange a refund and complimentary gift.”
Appreciates excellent products and consistently helpful staff.
“they are truly excellent.”
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.
Trinny London is a UK-based beauty brand founded by broadcaster Trinny Woodall. The company sells makeup and skincare direct-to-consumer online and via retail counters and stockists. Product ranges include foundations, serums, eyeshadows and liners, and the brand is known for pairing product design with named customer support channels.