KIKO Milano Reviews 

Couple of months ago, I went to London to buy a green metallic mascara, which I have been used for years. As I don't live in London I decided to buy 2. The shop assistant give me them and I didn't check them but when I was at home and I realised they are the wrong green mascara.
Month later I return to London and I bring with me the mascaras to swap for right one.
The shop assistant told me that she cant do anything because it was pass more the 28 days and she refused to hear me or help me.
I tried to tell her that I don't want a refund only swapping for right one and it was in that moment when she told me that the green metallic mascara was discontinued.
I feel cheated because when I went to buy them for the first time, she couldn't told me that and not that she gave the wrong one.
I would like to warn everyone to check everything before leaving the shop and don't trust them. They are more interested in selling than helping.

This company clearly has a very poor culture, as I had a similar experience to other reviewers. I bought a product that was faulty and tried to return it. I was told you couldn’t return products. I pointed out legally you can when it’s faulty. I brought the wrong receipt. I returned with the correct receipt and I found both assistants to be quite rude. When I pulled the assistance up on her tone, the worker next to her said that I hadn’t let her speak which was just a bizarre comment and it was all very aggressive back to me rather than apologising. The culture is horrendous I would never buy another product in that shop ever again being rude to customers is not the way forward.

I got 12 (!) defective products! I returned them to their store but after 3 weeks I still did not get my refund in size of 180 EURO!
Probably I lost my money and they lost me as a client.
Terrible!

Really bad experience in the store, super crowded, staff not very friendly and helpful, couldn't buy anything in the end.

I received my order during the BlacK Friday in Denmark.
Unfortunately one of the products was broken. I send them an email and I received an answer with refund in just 3 minutes !!!! I was socked. That was the best service experience I had had in my life

Quality of the product is good but I thought I was going to get some extra free items for the black Friday and nothing happened.
I have got in touch with no response
Very disappointed

⭐ 0/5 - Saarbrücken sold INCOMPLETE Black Friday kits! "Snow-Kissed Holiday Mountain Buddies Mak" (ref. KC000001186001B, Receipt 1092-36340).

3+3 promo: PAID 3 kits (€62.97), got 3 FREE but ALL MISSING MASCARA (only lipsticks)!

**EXTREMELY DISAPPOINTED** with KIKO. **ALERT**: CHECK gift kits AT PURCHASE - SCAMMY to receive less than promised!

Luxembourg stores REFUSE help. Travel TOMORROW. Gifts destroyed! #KIKOScam

I had the worst customer service experience I’ve ever had in kiko today. After buying 7 products I wanted to return an £8 makeup remover after not realising the price. I didn’t think it was a big deal as it wasn’t part of the 3-for-3 deal. The manager was unnecessarily rude after I asked politely and refused the refund, claiming it was ‘opened,’ even though I had just bought two brand-new bottles from the shelf and paid with the sales assistant next to her minutes before. I was met with dirty looks from her and the assistant at the till and was spoken down to for no reason. The situation left me feeling really uncomfortable do not recommended.

The staff Alice at Arndell centre manchester is really nice and explain really patiently. Really good shopping experience!

I bought online order from them.. three items were open and two were slightly damaged but one was completely damaged . I tried to return online but it didn't allow me and then I had to email the customer service through online form.. they then replied weeks later telling me that I never bought this order online and was bought in shop so go and return in the shop .. I can't believe they actually said that when I have all the proof of buying online and emails confirmations and my online account. I want to copy paste their email here fpr other to he aware and never ever buy from them because uf you receive a damaged item your money went in the bin.. thats the email I received from them
Dear Kaneez,

Thank you for contacting us.

Regarding your request 01568433, related to order 93758447 , we do apologize for any delay or inconvenience and we inform you that your purchase was made on November 11 in store not online. So the online return process won't work, it is made only for online order.
You have 30 days to return the article in the store.
If they are some problems to do that you can sent us the pictures of the invoice, and the references of the item you want to return,

We remain available and thank you for choosing KIKO MILANO.

We wish you a lovely day,

Guillaume

And my order online proof is here

logo
Dear Kaneez,

Your order has been confirmed!

Thank you for your purchase!

Purchase N. 93758457

Items
22 items

247.28 GBP

Date
Possible expected delivery date

21 Nov 2025

status: Confirmed

Confirmed In preparation Shipped Delivered
Having a second thought and wish to cancel your entire order?
You can do so within the next 30 minutes until: 16 Nov 2025 09:25

Cancel the order

We confirm that your order has been correctly received and that our teams are doing their best to send it to you as soon as possible.

Once your order is shipped, we will email you a tracking number and a link to follow the delivery.

Please note that the estimated delivery date may change due to factors such as sales, promotions, and other unforeseen circumstances. For the most up-to-date information, please check the Track Your Order link.

Purchase details can be retrieved on the order page.

Check your order online
Your products (22)


Deep Black Kajal (1)

10.49 GBP


Jelly Stylo 507 (1)

507 Hibiscus

11.99 GBP


Jelly Stylo 511 (1)

511 Fuchsia

11.99 GBP


Everlasting Kajal (1)

10.49 GBP


Ultimate Pen Waterproof Eyeliner (1)

11.49 GBP


Glitter Eyeliner 01 (1)

01 Multicolour

10.99 GBP


Full Coverage 2-In-1 Foundation & Concealer 03 - Cr 20 (1)

CR20 Cool Rose

20.99 GBP


3D Hydra Lip Stylo 07 (1)

07 Amalfi

12.99 GBP


3D Hydra Lip Stylo 02 (1)

02 Peanut Better

12.99 GBP


3D Hydra Lip Stylo 14 (1)

14 Cherry On Top

12.99 GBP


3D Hydra Lip Stylo 11 (1)

11 Taste Me

12.99 GBP


3D Hydra Lip Stylo 16 (1)

16 Prêt-à-porter

12.99 GBP


Bright Lift Mask (1)

9.99 GBP


Energizing Face Mask (1)

3.99 GBP


Antifatigue Face Mask (1)

3.99 GBP


Hydrating Face Mask (1)

3.99 GBP


Moisturizing Jelly Mask (1)

9.99 GBP


Lumiverse Glowmelt Blush 03 (1)

03 Rosy Quartz

12.99 GBP


Sun Protection Fluid Spf 50 (1)

24.99 GBP


Creamy Colour Comfort Lip Liner 06 (1)

06 Mauve

7.99 GBP


Creamy Colour Comfort Lip Liner 15 (1)

15 Raspberry

7.99 GBP


Creamy Colour Comfort Lip Liner 17 (1)

17 Papaya

7.99 GBP

Subtotal

247.28 GBP

Promo

0.00 GBP

Shipping to: United Kingdom

0.00 GBP

Total

247.28 GBP

Your shipping info

icon Shipping address

Kaneez Niazi

United Kingdom

+44 **********

icon Shipping method

Standard Carrier

Your billing & payment info

icon Billing address

Kaneez NIAZI

United Kingdom

+44 0********

icon Payment method

PayPal

Please

Your KIKO MILANO Team

Need help? Our Customer Care Team is there for you! Go to help center

Logo
FREE SHIPPING FROM £30

Be rewarded
Your loyalty is rewarded

Easy return
EASY RETURNS IN 30 DAYS

© KIKO UK Limited - Mutual House, 70 Conduit Street, Mayfair, London. VAT number: GB 111 10 99 68
I removed my address but it shows how their customer service negligence is .
Scammers

Absolutely shocking experience at this KIKO store.
I visited with my daughter, who has special needs, and the staff member (name sounded like Ede) was incredibly rude to both of us. Instead of showing any patience or understanding, she spoke to us with an awful attitude. What made it even worse was that the manager also called my daughter rude — completely unacceptable and unbelievably unprofessional.

My daughter and I left the store feeling humiliated and disrespected. I walked out without buying anything because of how we were treated. No customer should ever be spoken to like that, especially a child with additional needs.

This behaviour needs to be addressed by a higher manager or area manager immediately. I will not be returning until the staff receive proper training on how to treat customers with basic respect.

I went to Kiko in Westfield Stratford and the security guard wouldn't let me in because I had my baby in the stroller.
So if you have a baby you are not welcome to KiKo Westfield!

good product quality but terrible organisation and costume service, last year my black friday order was damaged in the way and they cancelled it, never received and they refunded. i wanted it
this year again, i bought 6 items and received only 5, they should make any black friday offer if they can’t handle it. every time more disappointed

I visited the Grafton St store earlier today to kick off the Christmas shopping!
I bought a few products for my daughter, too many to choose from!
I found the beauty advisor Lucy, who served me to be friendly and pleasant to deal with, and
who gave great advice!

I have emailed, tried to complain via the website. I have a faulty product and short of travelling 70 mile round trip to the shop I purchased it in, I have NO other recourse. Please KIKO - it wasn't cheap, it doesn't work and your website should give me an avenue to communicate with you on this subject!

I worked at KIKO Milano and it was one of the most unpleasant job experiences I’ve ever had. Since the current manager took over (she knows exactly who she is), the store’s environment completely changed for the worse. Within less than a year, five girls left because of her behaviour. She constantly bullied and singled out staff, especially one colleague who was picked on purely because her makeup and style were different.

This manager made inappropriate and unprofessional comments, acted immaturely for someone in her position, and often gossiped about staff — even while they were working. It created an extremely toxic, uncomfortable, and tense atmosphere where no one felt safe or respected. For someone in her 40s, her behaviour was shockingly childish and unprofessional.

The area manager only made things worse by covering for her and refusing to address the bullying, even when several staff members raised concerns. HR doesn’t care either — you’re treated as disposable and easily replaceable, no matter how loyal or hardworking you are.

One staff member who had been with KIKO for over three years left within a month of this manager arriving. Two new hires also didn’t last — one immediately looked for another job and left as soon as she found one, and the other was led on for months, promised a permanent contract that never came, and eventually quit after being lied to repeatedly. Also - she was originally a Beauty Advisor but got promoted to Keyholder. She was not paid extra as she took on more responsibilities - but was also under age. There were two other girls who could have become keyholders but due to childish grudges the manager held - she decided to overwhelm this 17 year old girl with these responsibilities.

The only positive thing about the job was the rest of the team — genuinely lovely girls who tried to support one another through all the negativity. But even that couldn’t make up for the toxicity and lack of accountability at management level.

I have always mentioned how amazing this company is but after my last purchase I wouldn’t even bother, I bought a lip gloss from Trafford centre that seemed fine at first but after using it two times the whole lip applicator was melting the bristles have completely shedded off inside the gloss. After sending photos and a bank statement I was just told that this wasn’t enough and that I needed a receipt but who on earth keeps a receipt for a lip gloss.

They don’t even deserve a star. I’m still waiting for my order. Where is it? Worst company ever…it was a mistake ordering from them🩷.

I ordered from Kiko Milano cosmetics a week ago, and have had nothing but problems ever since!

I noticed when setting up my account that their system kept automatically changing my delivery address, switching the first and second lines, and putting the building numbers after the street name. No matter how I tried, I could not change this, but thought as long as both lines were on the package Royal Mail would be able to deliver the package.

However, as soon as I placed the order I saw that their system had completely removed half of my address...the half with my flat number and building name.

I eventually found how to contact customer service, which can only be done by filling in a form, and then is completely via email. I contacted them right away, but it took them days to get back to me, by which point my order had been shipped. I was able to add a note to the tracking to say where to deliver if no one is home, but I used my actual address hoping it would get to me.

However, Kiko also contacted Royal Mail, and this seemed to just get my package returned to them...however they are claiming it was delivered to me, so now I will most likely have to file a dispute with my credit card company to get my money back.

I wish I had never ordered from Kiko Milano cosmetics, and would advise others to avoid them at all costs!

Save yourself the headache, and buy from a reputable company that has proper customer service.

I ordered six lipsticks from KIKO’s official website, and when I received them, I was shocked to find that they were broken and melted. I was truly disappointed, but I thought, “Okay, things happen – I’ll just contact customer service to arrange a return or refund.”

However, that was only the beginning of the frustration. I’ve sent multiple emails to their customer support, and no one has responded. Not a single reply. On their website, they claim that “returns are easy” – but in reality, there are absolutely no clear instructions, no return form, and no functioning process to follow. It feels like I’ve been completely ignored and left without any solution.

This experience has been extremely upsetting. I just want to return the damaged items and get my money back. But it seems impossible.

return number: 88003639, 87285068, 87283389

I hope someone from KIKO reads this and finally takes responsibility.