NCLA Avis 5

I placed an order with NCLA Beauty over a month ago; April 20, 2025 (worth approximately $110). Since then, I have not received the product, nor have I received any updates or responses. I have contacted their customer service multiple times via email and social media, but have not heard back. Meanwhile, they continue to post actively on Instagram, so they are clearly active. Overall, I paid for my order over a month ago and have received neither the product nor any response to my messages.
Update (July 2, 2025): As of May 23rd, a shipping label was created, but according to the tracking information on the USPS website, the items were never received by USPS: "Shipping Label Created, USPS Awaiting Item." I have repeatedly tried to contact NCLA's customer service, but they appear to be unresponsive. (They also deleted my comment on Instagram.) Based on my experience, I strongly advise against buying from their website: I paid, but never received the items, and was unable to get any response from customer service. You risk losing your money with no recourse

I used to love NCLA’s products, but this last experience was incredibly disappointing. I was charged over $100 in unexpected customs fees for a small order and received no updates or support for over 10 days after reaching out. When I finally got a reply, the response felt like a generic copy-paste and didn’t address my concerns. They suggested I reorder through another website — which only sells body scrubs.

After years as a loyal customer, I honestly feel dismissed and disrespected. Sadly, this was my last order.

Horrible experience,
Customer service doesn't exist,
It's been almost a month of waiting and still no sign of my order ( €100.00 order)!
I would not recommend to buy on their site to anyone!

I placed an order on December 7, 2023 for 4 products (total order was above 100 euro or 100 $) and as of today (January 16, 2024) I have not received it yet. I contacted the customer service via email once and got no answer. Then I read the other review online on TrustPilot and contacted them on Instagram. I got an answer from a customer service representative (or similar position) only after I started adding a comment under all their posts on IG. I managed to obtain the opening of an international shipping parcel on January 8, 2024 and after one week there is still no update about such a shipment. First time ever I experience this situation. Never ever.

Customer service is non existent. They messed up my order and sent me the wrong item. I sent them 3 emails and they never replied, even though they say to contact them in case of an error. Finally I asked them on Instagram if they can help me with my order and they deleted my message. So unprofessional! Needless to say I am stuck with the wrong item. Will never buy again.