KIKO Milano Reviews 

Very disappointing experience at KIKO’s Henry Street branch in Dublin.

I bought the fixing spray because the tester was empty. After using only two sprays, my face immediately felt like it was burning, so I returned within five minutes and asked for an exchange or refund. The staff refused simply because I had used the product, despite the fact that I only tried it because there was no tester available.

What disappointed me most was the lack of willingness to help. I was even told to give the product to someone else, which I found completely inappropriate—I would never give someone a product that caused such a reaction.

I would not recommend this spray or the Henry Street branch. If this is KIKO’s policy, I would seriously reconsider shopping with KIKO in the future.

I placed an order that took almost two weeks to arrive, only to find that two of the purchased products were missing from the package.

I have tried contacting Kiko Milano multiple times over the past two weeks to resolve this, but have received zero response. Their website makes it nearly impossible to get help—clicking "Contact Us" simply redirects back to the homepage, no functional contact form or email is provided, and there is no clear way to return missing items.

Terrible experience and customer support. I cannot name a worse company to deal with.

UPDATE [10 August 2026]:

Kiko Milano replied to this review asking me to provide order details via their form. I submitted all requested information immediately, but I have still received zero response or resolution regarding my missing items (€33.01 value). The public reply appears to be automated, as their customer support remains completely unreachable.

I made two purchases through kiko.it and both were cancelled! . The first 3 days after placing the order and the second at 7. I had to contact customer service.                                                                                                                                                                                           Just to get them to tell me better to go to a store to ask for help. I was already getting ready to leave when the mail arrived confirming the cancellation, 7 days later! If you don't have an updated database of your products available, you better not have a purchase website!. Disappointed and angry. I do not recommend ordering online.

Went away for the weekend, forgot my make-up wipes, so bought a (large) pack in Kiko Milano, £5.99 in the sale.

Opening the pack later, I discovered they were dry, and couldn't even remove my non-waterproof mascara, when the pack says they're good for waterproof mascara.

Took them back for a refund the following day, and spent a long time speaking with the store manager, who told me the company had a policy of not accepting back anything which had been opened.

How on earth would I have known they were faulty stock without opening them, I replied?! They were bought in good faith, I needed to use them!

She tried to argue the top wipe was often dry, but they were in a thick foil pack, sealed with a hard plastic lid and a peel-off cover under that. Plainly, they were in the sale because they were very old stock, unless it's just a terrible product.

I stood my ground - 6 quid is a lot to pay for something useless - and eventually she refunded my money.

Individual company policy is irrelevant when it comes to the law - Consumer Goods Act 2015 - which states refunds must be given for faulty items.

I remain a fan of Kiko products, but won't be buying wipes from them again.

EDIT: Kiko Milano have been in touch and resolved the situation to my satisfaction.

I bought the eyebrow mascara and whenever I try to apply it in my brows I’m spreading it all over my brows . The applicator is not working so good!

I ordered items. There was a buy one get one free offer. They didn't send me the free items. I asked them to send me the free items, they said no. I therefore returned WHOLE order. I sent it back tracked. I have contacted them via their website (filled out the form 6 times), Facebook, Instagram and TikTok. They DO NOT RESPOND. The refund is now well overdue .

Kiko milano quality is the best.
And they have the beat employees in their stores.
In milano and torino
Looove the products ❤️❤️❤️❤️

Recently I bought like Milo eye pencil.. I though it didn't spread but within an hour I had the eye colour ball around my eye instead of my water lines... Would not recommend this to anyone with watery eye as this doesn't stay long

A gorgeous girl named Angelina from the Kiko Milano store near Duomo, Italy was soooo so so helpful and nice!!! She was patient and very good guiding me to the products U was looking for. Afterwards she also helped me try multiple things without rushing me. Very distressing, and probably the best experience I have had in a make up store in Milan in my life!! Would recommend her <3

Terrible experience!

I visited the KIKO store in Nottingham yesterday because I wanted to be shade matched for one of their foundations. I know the store closes at 6:00 p.m., but I arrived around 5:20 p.m., which I felt was more than enough time.

Unfortunately, one of the store assistants told me they couldn’t help with a shade match because they needed to start cleaning before closing. I was quite surprised, so I simply said “okay” and left.

I then went into Boots, where a member of staff took the time to help me find the right shade. As a result, I purchased a NARS foundation instead.

It’s disappointing because I had gone into KIKO intending to buy one of your foundations, but due to the lack of customer service, I ended up taking my business elsewhere. I hope this is something that can be improved so other customers don’t have the same experience.

Fabulous Staff (Nottingham store). Helpful, knowledgeable, told me of all the offers available and helped me get the best deal. No pressure to buy more than I wanted, or products I didn't want or wasn't likely to use. A very happy experience, and good quality cosmetics at a very good price. I will be back.

Easy website to use with a variety of products to choose from. Videos and plenty of information about make up, skin care etc.

Such an unbelievable non existent customer service terrible bad managed company ..
A great product terrible cs bad follow up,

Great products, terrible staff attitude at Covent Garde, London, UK shop. I know it's hot, I sympathise as I used to work in shops at one time too. BUT. I buy makeup very rarely, and at an older age am not interested in all the trends, I just want a product. I went in asking where the mascaras were. Aggressive staff member asked me angrily "which one, we have lots of mascaras here, we have (and rattled them all off fast)". I finally made my choice - swapping it at the till for a much cheaper one on sale she had conveniently not mentioned to me. The till person then fairly agressively pushed extras on me. I get it, you're busy, you're overheated, you don't have time for the annoying older person, your manager is pressuring you to make sales. BUT - the end result is I don't want to shop at Kiko any more. You do the maths!

Orders can remain stuck in "Preparation" for weeks with no meaningful updates. When you contact customer service, all you receive is a generic response repeating what's already visible in your account: "Your order is in preparation." They cannot provide any additional information, estimated shipping date, or explain the delay.

If a company cannot ship an order within a reasonable timeframe, customers deserve transparency. In many countries, consumer protection laws require businesses to provide clear information about delays and offer customers the option to cancel an order that cannot be fulfilled promptly.

Blaming seasonal sales is not a valid excuse. KIKO Milano is a large international retailer. If a summer sale overwhelms your fulfillment process to the point that orders sit unshipped for weeks, it's time to rethink your logistics.

The most frustrating part is customer service. It feels like their only purpose is to repeat the order status that's already available online. If customers take the time to contact support, it's because something unusual has happened and they need someone who can investigate and escalate the issue, not simply copy and paste the information they already know.

Update 7/19/2026: There have still been no updates from Kiko. My order has been in preparation for almost a month. The last email I received from customer service, a week ago, stated: “We will make sure to get back to you as soon as we have a response to share.”

I’m not sure how they define “soon,” but based on their previous updates, it could mean almost anything. I also asked them to cancel my order in accordance with FTC rules, but that request was completely ignored.

I find it ironic that they respond on this site asking for additional details when all it would take is a quick review of their fulfillment system to identify orders that have been stuck in “preparation” and have not been addressed within one or two business days.

Terrible!!!
I didn’t receive my order because FedEx delivered to the wrong address but customer service don’t care about it . I contacted them lots of times. I lost my money .
I don’t recommend KIKI MILANO .

Bought a KIKO Lip Marker in store, and it was dry with no colour transfer. Went back the next day and it was exchanged for a replacement. Four days later, the replacement had exactly the same fault.

When I raised it a second time in-store, staff tested it on a tissue and claimed it worked, but almost no product came through compared to the tester beside it. A long phone call followed between staff and a manager, conducted in Portuguese, which I don't speak, so I couldn't follow what was being discussed or agreed.

I was then told no refund or further exchange was possible, and asked to enter my details for a "formal complaint" that turned out to be a case closed as resolved, with an email stating the product had been tested and contained product. (Emailed in Portuguese so I couldn't translate it until I got home). It hadn't, and I never agreed the matter was resolved.

Disappointing product quality and a customer service process that didn't reflect what actually took place. To make things worse, there's no way to contact customer service through the website, and my account now appears to be blocked from leaving a review on any of the products I purchased that day.

I was lied to and gas-lit by the in-store manager.

So excited to enter a kiko store for the first time. I picked up some lipsticks to personalize. I picked up the first one after using the tester to confirm the color shade that best matched my skin and then picked up the boxed lipstick in the row above the tester. After the staff member personalized the first lipstick container I realized that it was not the tester color shade that I selected and she advised me that they fill in the rows with random lipsticks and it is my responsibility to check that the tester lipstick matches the lipsticks that are stacked in the same row. I asked if she could correct it since it was a mistake and she and her supervisor said no - we engraved it- you buy it. I bought the lipsticks and left feeling that the product I just purchased was definitely not a lipstick color that I would ever wear and it felt like the business did not value customer service because they could have recognized the error on product placement and kindly corrected it in order to foster a positive customer satisfaction relationship . Instead I paid for a product that will never be worn and I will never return to the store.

I am extremely disappointed with this company.

I received my order damaged, and for over a month I have been trying to resolve the issue. During this time, I have repeatedly provided everything requested, including photos of the damaged product, the packaging, proof of purchase, payment information, and the order confirmation.

Despite all of this, I continue to receive the same generic responses stating that my email address does not match the order, without anyone explaining which email address is actually associated with it or what information is supposedly missing.

Instead of reviewing my case, customer service keeps sending automated replies, leaving my issue completely unresolved.

I am attaching photos of the damaged product so others can see what I received.

I expected much better customer service from this company. Unfortunately, this has been one of the most frustrating customer support experiences I have had.

I bought a green mascara for me and an electric blue for my friend. They were both amazing! My friends blue eyes really popped against her mascara and she wouldn't stop raving about how much she loved it! The green for my green eyes looks great. Easy application, strong colours, no clumping.
I also love the Kind red lipstick. It really brings my eye colour out. Love it! I tried the other colours in the Kind range, but they were a waste of money, as the colours were a wash out. Not strong dense colours, so not for me. Please make a deep copper in your Kind range.
More Companies need to use natural ingredients and I understand that Kiko keep trying which is great. No more chemicals on your skin!