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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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.
Order not delivered, 0 communication from the Customer support
I placed an order on December 19th, and until today (December 31st) I haven't received any update on it. I see on my account the order is being processed and preparing for onward journey in Hagen since December 22nd. I wrote an email couple of days ago to customer service, received an automatic response that someone will answer me in max. 48h, nothing since then.
My money were withdrew already, but I've never received any product.
My experience is awful and because of it I cannot recommend this website to anyone.
19 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the frustration and concern this situation has caused — please accept our sincere apologies for the lack of timely communication. We completely understand how upsetting it is to be charged for an order and not receive clear updates.
Your order, which was shipped on 22.12.2025, appears to be stuck in transit. Unfortunately, delays can occasionally occur with the carrier, especially around the holiday period. That said, this does not excuse the missing follow-up from our customer support, and we are truly sorry for that.
We have contacted you directly via email to clarify the situation and to resolve the issue as quickly as possible. Please check your inbox (and spam folder, just in case), and we will make sure to find a satisfactory solution together.
Thank you for bringing this to our attention — your feedback helps us improve, and we appreciate your patience while we work this out with you.
Your Niche-Beauty Team
Very good products and very good…
Very good products and very good service! And also good prices!
26 December 2025
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.
NICHE BEAUTY IS A SCAM
Made a complaint here and sent the Numbers of the orders NOT received but money retrieved imediatly on the 3/12. Only received one of 3 orders. Received an e-mail from niche Beauty stating the orders were at a pick up location from DHL and were being sent back on the 17 /12 and refunded. Never received any mail or message from DHL that generally functions really well. Every Time I clicked in tracking it didn’t appear DHL but e global trade and “ processing”. And always haven’t received any refund. Today is the 30/12. Contacted niche Beauty without answer. The refund is almost 300€!!!!!! They’re now a NON RELIABLE site. I’ll have to go to the bank and I intend to make a complaint on the european trade commission . I’ve kept everything ( mails, received order, non received orders, their answer confirming the orders were not delivered etc. ) .
But I still haven’t receive any refund
The order was returned on the 17/12/2025. Today is 1/01/2026!’
Have received the refund.
30 December 2025
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the confusion and sincerely apologize for the inconvenience caused. All three of your orders were indeed sent. Unfortunately, two of them were returned to us because they were not picked up from the collection point. We apologize that the collection point address was not clearly communicated to you beforehand.
Rest assured, the refunds for the returned orders will be processed immediately we receive and process them. One of your orders was successfully delivered.
We truly appreciate your patience and understanding, and we encourage you to continue the conversation via the e-mail thread with us if you have any further questions.
Once again, we are very sorry for the frustration this situation has caused.
Your Niche-Beauty Team
Trouble with order but later resolved
I ordered something on December 12th and it said it would be shipped by December 16th. I have not even received the shipping confirmation email. A few days ago I would put the confirmation number on their website for tracking and would show processing, now it says not found. Waiting on a reply from customer support. It’s December 24th today.
Edit: Customer support replied and informed me that the order was available for pick up. An email with shipping confirmation was never sent though, and a delivery at my address was never attempted (this is probably on the shipping company’s end). I’m changing my classification because I appreciated the information received in the email response and also the reply here on trustpilot. The order was also correct and properly packaged (no mistakes or damage).
12 December 2025
Unprompted review
Reply from NICHE-BEAUTY.COM
Dear Customer,
We are very sorry for the delay and the inconvenience this has caused, especially during the holiday period. If you have not yet received a reply from our customer support team, please feel free to provide more details here and we will be happy to assist further.
Please also note that our correct customer care email address is customercare@niche-beauty.com. We will make sure your request is reviewed as soon as possible.
Thank you for your understanding.
Your Niche-Beauty Team
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