Reply from KAYALIMay 7, 2026
Hello,
Thank you for your feedback and we are sorry to hear about your experience.
Unfortunately, we were unable to locate your details or order information through your Trustpilot review, so we could not investigate the case directly. We would appreciate it if you could contact us at [email protected] with your full name, email address, and order number, using the subject line “Trustpilot”. Our Customer Care team will review your case and provide the necessary assistance.
Regarding the WELCOME10 code and as mentioned in our FAQ https://kayalihelp.zendesk.com/hc/en-us/articles/39960756941713-Why-is-my-WELCOME10-code-not-working, the code is exclusively available to customers who have subscribed to our newsletter on the website from which they intend to place their order. If the subscription step is not completed before checkout, the system will automatically remove the code. The good news is that the code is valid for one time use per customer and can still be used on a future order if it was not successfully applied previously,
Regarding order cancellations, once an order reaches a certain stage of processing, cancellation or modification requests cannot always be accommodated, as we work to dispatch orders as quickly as possible. However, we do offer free returns for orders within the US, UK, and UAE.
We also want to clarify that all of our automated replies include a note at the end stating that if the issue has not been resolved, customers should reply to the same email so our support team can assist further. If no reply is received, no further action can be taken on the request.
We sincerely apologize for any frustration caused and would be happy to assist further with your case.
With Love,
KAYALI Customer Care
