I was initially put off by some reviews on here but after I had a call with Craig I was immediately put at ease, my order arrived in perfect condition and on time! Thank you for going the extra mile w... Toon meer
Bedrijf heeft geantwoord
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Placed an order, however I never received the items! When I contacted their so called customer service by chat an email .There isn't a phone number listed on their website. Their response I received... Toon meer
Bedrijf heeft geantwoord
Don't go through the pain of dealing with this business. ISSUE 1: My product arrived OPENED and UNSEALED, it had smeared through the package & had what looked like lots of short black hairs stuck o... Toon meer
Bedrijf heeft geantwoord
Awful! Avoid at all costs! Firstly they don’t actually have stock or anything and take ages sourcing it in the states and sending it on. You’ll be waiting at least two weeks for your order. Se... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
Welcome to London Loves Beauty Thank you for visiting our Trustpilot page. For over 10 years, London Loves Beauty has been helping customers across the UK and beyond get their hands on the latest, hardest-to-find beauty, fragrance, bath and body, and lifestyle products from around the world. Having served millions of customers and shipped countless orders, we're proud to be one of the UK's leading personal shopping services for exclusive and imported products. Our Business Model: Unlike a traditional retailer, many of our products are sourced through our personal shopping and buy-to-order service. This means we purchase items directly from our trusted suppliers and retail partners, particularly in the USA, after orders are placed. This allows us to offer products that may not otherwise be available in the UK. Because of this sourcing model: Some items have longer delivery times than standard UK retail. Product availability can occasionally change before stock is secured. These terms are clearly outlined throughout our website, on product pages, during checkout, and in our order confirmations. Our goal is to provide access to exciting products that our customers love while being transparent about how our service works. Our Commitment to Customer Service: We're a small, dedicated team passionate about delivering an excellent customer experience. If something doesn't go to plan, we work hard to put it right, whether that's providing updates, sourcing alternatives, or issuing refunds where appropriate. We encourage anyone reading our reviews to also read our responses. Trustpilot reviews often represent a small fraction of the many thousands of orders we process, and our replies frequently provide additional context, explain what happened behind the scenes, and outline the steps taken to resolve any issues. We believe transparency is important and are committed to addressing all genuine customer concerns openly and professionally. Trusted by Customers and Industry Professionals: Over the years, we've been privileged to supply products to leading publications including Vogue, The Sunday Times Magazine, and Grazia, as well as celebrities, major film studios, and television productions including the BBC, ITV, and Netflix. We were also proud to be the official makeup supplier for Netflix's After Life. Shop with Confidence We offer: Genuine, brand-new products. No customs charges for our customers, including those in the EU. Secure payment options include Visa, Mastercard, American Express, PayPal, Klarna, and Clearpay. Whether you've had a fantastic experience or feel we could have done better, we genuinely value your feedback. Every review helps us improve, and we're grateful to everyone who takes the time to share their experience. Thank you for choosing London Loves Beauty and for supporting our small business.
Contactgegevens
Berkeley Suite, 35 Berkley Square, Mayfair, W1J 5BF, London, Verenigd Koninkrijk
- clientsupport@londonlovesbeauty.com
- londonlovesbeauty.com
2,3
Slecht
219 reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 80% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
The main reason I chose to buy was the speedy delivery time. Little did I know this came with a caveat!
The main reason I chose to buy a product from this site even though it was twice the price on most other sites was because of the fast shipping. Not only did I pay double for the product I also paid for fast shipping. Apparently they have a caveat that fast shipping is only available once the product is in stock. My product arrive late and cost me nearly double plus a hefty delivery cost.
I will not be ordering from this website again.
The customer service would do well to be a little more clear regarding their shipping.
10 september 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Dear Sonia,
Thank you for your feedback. We’re very sorry to hear that your experience didn’t meet your expectations. We do clearly state in our Terms & Conditions, including at checkout, that fast shipping applies once your order has arrived in the UK and is subject to courier delays beyond our control.
Over the 10 years we’ve been in business, we’ve shipped millions of orders without issue. We’ve checked your order—it was delivered within the timeframe we clearly stated, and from the moment it was placed to when you received it, it was a total of 4 business days. Given that your items were coming from the USA, it could not have arrived any quicker. We also note that you selected the more expensive DPD delivery option, while a free delivery option was available. That said, we understand that any delay can be frustrating, and we’re sorry this didn’t meet your expectations.
Your feedback is valuable, and we’ll continue reviewing how we communicate this on our website to make it as clear as possible.
Avoid!
Same as others, ordered product for daughter's birthday but never arrived. Phone number doesn't work and no reply to my emails.
Fortunately got refund from Paypal.
10 september 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Phillippa,
We’re very sorry for the confusion and completely understand how frustrating this must have been. It looks like your emails were sent to an old customer service address, which is why you didn’t receive an immediate response. Once we located your messages, we replied promptly with the following:
"Hi Phillippa,
Thank you so much for getting in touch. Your order was already on its way from our USA location, but because a PayPal dispute was opened, we’ve had to cancel the shipment. We’ve responded to the dispute and have gone ahead and issued a full refund for you.
If there’s anything else I can do to help, please don’t hesitate to reach out — I’ll be happy to assist."
We’re glad the refund we issued was processed through PayPal.
While we’ve shipped millions of orders over the past 10 years without issue, we are genuinely sorry that this order didn’t go smoothly and for any inconvenience it caused. We’ve updated our contact details to ensure this doesn’t happen again, and we truly appreciate your feedback.
Placed my order 11 days ago
Placed my order 11 days ago, emailed asking what is going on with it, no reply no shipment confirmation. Nothing since taking the money
9 september 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you for your review. However, at this stage, we are unable to establish whether this review relates to a genuine London Loves Beauty order.
Following your review, Trustpilot has contacted you requesting further information so that we can identify you and locate the order you are referring to. To date, no response has been provided to that request.
Without an order number, identifiable customer information or the additional details requested through Trustpilot, we have no way of locating the transaction or verifying the claims being made, including the statement that you emailed us and received no response.
We take particular care over this because, unfortunately, we have recently experienced reviews on this platform that, after investigation, were found not to relate to London Loves Beauty at all. In one recent instance, a reviewer acknowledged that their complaint was actually intended for an entirely different company and the review was subsequently removed.
We therefore believe it is only reasonable that businesses are given sufficient information to establish whether a review relates to a genuine customer before allegations such as "no reply" and "nothing since taking the money" are accepted at face value.
If you are a genuine customer, please respond to Trustpilot's request for further information with the details of your order. We will then be able to identify the transaction, check our email records, establish exactly what has happened and respond properly to the circumstances of your order.
For anyone reading this who is discovering London Loves Beauty for the first time, we have been helping customers for more than 10 years, fulfilling millions of orders through our personal shopping service. We specialise in sourcing hard-to-find, sold-out, newly launched and sought-after makeup, skincare and beauty products from the USA, giving customers access to products that can otherwise be extremely difficult to obtain in the UK and Europe.
If there's something you've discovered in the USA that you can't easily get here, that's exactly what London Loves Beauty's personal shopping service is here for.
What a waste of money
What an absolute cop out! The address is based in London. Their customer service is a joke. They don't even have the American brands in stock. They just import them!!
I could of done that with my stackry.com account and buy it from the usa myself!
Please, don't bother....
27 augustus 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you for your feedback. We would like to clarify that we clearly state on our website that we offer a personal shopping service and that all products are purchased to order, specifically for our customers.
In the 10 years we have been trading, we have shipped millions of orders without issue, but we are sorry that your experience did not meet your expectations.
I bought the LYS Bronzing stick in the…
I bought the LYS Bronzing stick in the shade neutral. After weeks of waiting they sent me a tatty make up covered box in the shade light which was wrong. I opened it to check the stick and it was made of plastic with the actual bronzer missing pieces. I paid £35 for this and felt completely cheated. Will never be purchasing from them again.
18 augustus 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
We’re very sorry to hear about your experience. We’d really like the chance to make things right. Could you please email us directly at clientsupport@londonlovesbeauty.com so we can look into this further and see what we can do to help?
I placed an order with express delivery…
I placed an order with express delivery and it’s almost been a week and I have had no update on my delivery. Very odd
27 augustus 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Could you please email us directly at clientsupport@londonlovesbeauty.com so we can look into this further and see what we can do to help?
Great company quick delivery would…
Great company quick delivery would recommend would purchase from them again
8 augustus 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you so much for your amazing review! 🌸
In our 10 years of trading and after shipping millions of orders, every kind word and each order truly means the world to us. We’re incredibly grateful for your support and thrilled to hear you had such a positive experience.
Your feedback keeps us motivated to continue delivering the best for our customers! 💖✨
Great variety of products and good…
Great variety of products and good value for money. Placed an order and delivery was super fast. Easy website to navigate.. will definitely be ordering again. Thanks
7 augustus 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you so much for your wonderful review! 🌸
After 10 years of trading and shipping millions of orders, we’re incredibly grateful for every single customer and every kind word.
Your support means the world to us, and we’re thrilled you had such a great experience. 💖✨
I ordered the Laneige X Baskin-Robbins…
I ordered the Laneige X Baskin-Robbins Lip Sleeping Mask as I'm based in the UK and these are only available in the USA. I placed the order on the 26th of July and it has arrived on the 1st September. I'm happy with the delivery, website, customer service and order udpdates. It was a lot more pricey but I got what I wanted. Thanks!
26 juli 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Dear Weronika,
Thank you so much for taking the time to share your experience! 🌟
We’re so glad you were able to get your hands on the Laneige X Baskin-Robbins Lip Sleeping Mask all the way from the USA.
We know it can take a little longer for international deliveries, so we’re thrilled to hear you were happy with the updates and customer service along the way.
We truly appreciate your trust (and patience!) and hope you absolutely love your new lip mask. 💖
Warmest thanks,
The LLB Team
AVOID
AVOID. This company is run in such a weird way. 4 times I have bought and each time, I have to chase up 4-5 days later as it hasn’t shipped only for them to tell me they have no stock. What’s worse is they don’t issue the refund there and then, they say it’s another 4-5 days for the refund to be issued. If you have time to tell me you’re cancelling my order you should have time to issue me the refund. I emailed them about how they should keep in contact with the companies of the products they’re selling and they said my suggestion was ‘not realistic or feasible’ - how is it not ‘realistic’ to check you have what you’re selling?? They have a hundred other bad reviews and I can confirm they’re all unfortunately accurate. I understand things happening but this is ridiculous, they have it written in their policy that we should be aware they might not have what they’re selling because they don’t check!! Every single time I have bought off them they haven’t had my products, and the worst part is they don’t refund you when they email you to tell you they’re cancelling your order. 2 weeks from start to finish I got my refunds even though they cancelled in the first week. Such an odd business. They’ll waste your time and blame you for the products they don’t have, and you have to wait weeks to get your money back. Avoid
28 juni 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you for your feedback.
We’re sorry to hear you were unhappy with your experience and appreciate you taking the time to share your thoughts.
So impressed with 'London loves Beauty…
I'm so impressed with 'London loves beauty! Great product, amazing prices, great communication, speedy delivery and nicely packaged. I ordered on the afternoon of 18th May and it was delivered this morning, 21st May.
In fact, I've just placed my 2nd order.
21 mei 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Wow – thank you so much for taking the time to leave such a thoughtful and kind review. Your words truly mean the world to us!
At londonlovesbeauty.com we pour a lot of care and attention into everything we do, from the moment you place your order to the moment it arrives at your door. So when we hear feedback like yours, it reminds us exactly why we do what we do. It’s incredibly rewarding to know that your experience was a positive one and that our products and services made you feel valued and appreciated, because that’s exactly how we want every customer to feel.
Your support doesn’t just brighten our day – it also helps other customers feel confident in choosing us, and for that, we’re extra grateful. Whether it’s your first time shopping with us or you’ve been a loyal customer for a while, your encouragement keeps us motivated to keep doing our best, every single day.
If you ever have any questions, need help with anything, or just want to share more feedback in the future, please don’t hesitate to reach out. We’re always here for you.
Thanks again for your wonderful review – we hope to see you again soon! 💖
With heartfelt thanks.
London Loves Beauty Team
Brilliant customer service
Order arrived quickly, the slight issue with items was amended immediately, beautiful jewellery and brilliant customer service, thanks!
15 mei 2025
Review zonder uitnodiging
Antwoord van London Loves Beauty
Thank you so much for your wonderful review – we can’t tell you how much it means to us!
Hearing that you had such a positive experience truly makes our day. We work hard to ensure every part of the customer journey feels smooth, personal, and enjoyable, so knowing that we’ve hit the mark with you is incredibly rewarding. Your kind words are a real boost to our team, and they remind us why we love doing what we do.
We’re so glad you’re happy with your purchase and that everything lived up to (or hopefully exceeded!) your expectations. It’s always a pleasure to serve customers like you who take the time to share their experience and spread the good vibes.
Thanks again for the support – we’re already looking forward to welcoming you back soon! 💫
The London Loves Beauty Team
Brilliant for beauty
This is a great website for all of the beauty products you can't find anywhere else in UK. I purchased 2 items from this site and they have both come nicely wrapped. I got a despatch notice too, as well as a confirmation email to say that they reviewed my order. Very happy with this service. I ordered my items on Monday and they arrived today.
14 maart 2025
Review zonder uitnodiging
Risk
The process seems to be, take your money then try and source the product.No contact for 5 days after the order was confirmed, then it was cancelled due to no stock and after me chasing. Money refunded via paypal using an E-cheque, rather than a BACS payment, meaning 7 days for it to get back to me, so had to spend more money on an alternative Christmas gift. It's now the 2nd January, still no refund.
So if you want to be out of pocket for at least 9 days with nothing to show for it, place your order, you might get lucky!
21 december 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Dear Simon,
We're sorry to hear about your experience and completely understand your frustration. While we always strive to keep our stock levels accurate, there can occasionally be discrepancies that lead to unexpected cancellations. We sincerely apologize for any inconvenience this has caused, especially during the holiday season.
Regarding your refund, PayPal E-cheques are processed by PayPal directly and can take a few days to clear. We understand how frustrating this delay must be and appreciate your patience. If your refund has still not been received, please reach out to our customer service team, and we will do our best to assist you promptly.
We truly value your feedback and are working to improve our processes to prevent situations like this in the future. If there’s anything further we can do to assist, please don’t hesitate to contact us.
Great service
Customer service gave a quick response. The product was dispatched almost immidiately after order and delivered as promised. Great service!
11 december 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Dear Anja,
Thank you for your wonderful review! We’re so pleased to hear that you had a great experience with us. Providing fast, efficient service and keeping our customers happy is our top priority, so it’s fantastic to know that our team responded quickly and that your order was dispatched and delivered as promised.
We truly appreciate your support and look forward to serving you again in the future!
Do not buy anything from this…
Do not buy anything from this company…you will never receive anything from them!!!!!
Avoid them!
4 november 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Despite our repeated efforts, Trustpilot has refused to remove this misleading, unverified, and potentially non-genuine negative review.
Once again, this raises serious concerns about the integrity and reliability of Trustpilot’s platform.
Both Trustpilot and London Loves Beauty have reached out to the reviewer for further details to verify the authenticity of this review, yet our requests have been ignored.
We remain committed to addressing any genuine customer concerns and encourage open communication to resolve issues effectively.
It’s important to highlight that in over nine years of trading, we have served millions of satisfied customers.
Trustpilot’s failure to hold reviewers accountable and its refusal to remove baseless, damaging reviews unfairly harm legitimate businesses.
This lack of responsibility is deeply disappointing and highlights how Trustpilot is failing small businesses.
Item not delivered!
I ordered on 23/10/24 and had not received the item by the following week. I contacted them and they sent me a tracking number which bore no resemblance to my order so was obviously a wrong number. I am still waiting for them to resolve the issue as I have paid for a lipstick which I have not received and it wasn’t cheap!
1 november 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi,
Thank you for your review. We’d like to clarify that your order was shipped on the same day you placed it, 23/10/24, and the tracking number we provided was correct. You can still see the tracking details for that number, confirming its validity.
We understand your frustration regarding the delivery delay, but unfortunately, Royal Mail experienced issues that were beyond our control. However, tracking confirms that your order has since been successfully delivered.
If you need any further assistance, please don’t hesitate to contact us—we’re happy to help.
I ordered one thing and got another
I ordered one thing and got another, it's a scam
1 oktober 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
We are sorry to hear about your experience; however, we have no record of you contacting us regarding this issue. To this day, we have not been informed of what you allegedly received in error. We take all customer concerns seriously and would be happy to investigate further if you provide us with the relevant details.
We must also address your claim that we are a "scam" company. We take great offence to this accusation, as we have been in business for over nine years, successfully completing millions of sales in that time. Our reputation is built on trust, and we pride ourselves on delivering quality products and excellent customer service.
If you wish to resolve this matter, please reach out to us directly, and we will be more than happy to assist you.
I ordered on 18th of September
I ordered on 18th of September, no communication at all. Still waiting. I got email when I first ordered and it say 2-3 working days and I paid £6 for delivery also spent £50 on product. Still waiting????
28 september 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Andy,
We're sorry to hear about your experience and for any frustration caused by the delay. We can see that delivery took place shortly after this review was left, but we do sincerely apologise for the slight delay in shipping your order.
We always aim to meet our estimated delivery times, and we understand how important timely communication is. Your feedback is valuable, and we will use it to improve our service. If you need any further assistance, please don't hesitate to reach out to our customer support team.
Extremely slow dispatch times as I…
Extremely slow dispatch times as I placed my order on 19th September and still got no dispatch email in my inbox after 1 week, so try to avoid this company if you can!
26 september 2024
Review zonder uitnodiging
Antwoord van London Loves Beauty
Hi Sonia,
Thank you for your feedback. We can see that your order was delivered shortly after this review was left. The dispatch date fell within the processing times clearly stated on our website, as the item in your order was shipped from our USA warehouse. This information is also outlined on our website to ensure transparency before purchase.
We understand that waiting for an order can be frustrating, and we always aim to dispatch as quickly as possible while maintaining clear expectations. If you need any further assistance, please feel free to reach out to our customer support team.
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