Skins Cosmetics Reviews 

DO NOT PURCHASE SKINS ONLINE. I placed on order on 3 August and paid via PayPal. In the evening I received an e-mail from SKINS that the order was ready to be handed to DHL and I would receive a tracing number. I never received any track & trace number and the next day the order on my SKINS account appeared as completed. Their online chatbot replied automatically they couldn't find my order... I contacted the customer service per email, who said they are unable to locate my order but they would send me a new one as soon as possible. Same thing happened again. I received an email in the evening saying that the order was ready to be handed to DHL, but never received a track & trace number. Now they no longer respond... The order was 'only' 47 euro, but I can't believe what a scam SKINS is. I asked for refund and complained via PayPal.

i go to skins in Rotterdam many times and i see this Dutch woman....she helps me sometimes ....i can feel she wants to sell but not being honest.Her attitude its old school which is like selling without a good knowledge.I see also other costumers waiting to be helped by the boy or the other gir because her attitude its to much.Lately if i see she isthere i dont go amymore.She really irritate the people. Better someone alse to be there , she doesn't fit anymore there.

I had a very disappointing experience with Skins.nl.

I placed and paid for an order, and only the next day received an email informing me that the main item I purchased was actually out of stock and that I would receive a refund. What I don’t understand is how an item that has already been paid for can suddenly become unavailable and apparently be allocated to someone else.

The situation is even more frustrating because customers often add extra products to reach the free shipping threshold, only to have the main item cancelled afterwards.

After discussing this with a friend, I found out that she experienced exactly the same issue with this store a few months ago, which suggests that this is not an isolated incident.

Mistakes can happen, but overselling products that customers have already paid for and informing them only afterwards is, in my opinion, unprofessional and disappointing. I hope the company improves its inventory management system to prevent similar situations in the future.

Ordered some sample decants from the website.
One of the samples was not even half full and the other one smelled diluted and like pure alcohol.

Still waiting to get my refund after 2 weeks.

Update: Package got stolen on the way, I got a refund in the end. I will put 1 star as Skins lost me as a customer, though I have been ordering for years. Unacceptable to punish the customer as the delivery fails. Other acceptable companies would have offered to investigate the issue, and send a replacement package while still investigating. Skins assumed their customers would keep 2 duplicate orders I guess.

Original post:
My package got lost and is missing for about 2 weeks, currently being investigated upon my request with DHL.
Requested SKINS NL to mark this as a complaint and refund me, in order to place another order.
So far they are refusing until the result of the investigation comes - which can take 8 more days.
This is such poor customer service and treating the customer like they are at fault. I have spent numerous emails with Skins and DHL to inquire about the order, and having my funds on hold for such a long time. Would recommend anyone ordering to prepare to be treated like this, sadly. I will also go further to Thuiswinkel Disputes Committee for such an unfair practice towards your customers.

Absolutely love Skins. They have an outstanding selection of niche perfumes you simply won’t find everywhere- truly curated and unique.
What really sets them apart is their customer care. Their team is knowledgeable, responsive, and genuinely helpful. They assisted me quickly with both a faulty delivery and loyalty points, which made the whole experience seamless.
A rare combination of exceptional products and excellent service. Highly recommended.

My previous experience was good, enjoying the selection and boxes. Everything was great. But my last order was a disaster. It hasn't arrived for nearly a month due to DHL failure. Support didn’t help; DHL attempted delivery at 11pm, then sent it back the next day. I immediately contacted support on March 23rd who confirmed they'd resend it, it was second attempt. I requested a third attempt since it was a gift and I needed my order. After a week without updates or emails, I saw a refund status in my account. I repeatedly asked for the package, even suggesting delivery to another address, though I never had delivery issues before.

I'm from Germany and this is already my third order—and I'm more than satisfied! The sample service is great, the items are packaged nicely and securely, and they're shipped really quickly.

In contrast to a few other reviews I have no complaints at all. I ordered a sample set of a perfume, that I just couldn’t find in any store to try out. A blind buy would‘ve been too risky so I stumbled upon skins and everything worked out perfectly! I ordered it to Germany so it took 5 days I think, and it arrived in a great shape.
PS: The perfume smells awesome and I‘ll probably won‘t be able to keep myself from buying a whole flacon.

Skins has been really disappointing for me lately.. Today was the 6th order that got canceled because there was “not enough stock” even though I could order the same product on their site for multiple days in a row (and multiple pieces). When you contact their client service about this, they basically say “not our problem, have a good day”. Not at all what I’m used to from Skins as an almost level 4 member. This was probably my last time buying from them.

I have been a biggest fan of the shop. Not only the wide variety of brands/products choices but their online customer service level is top notch! What a quality they offer. You can expect a very pleasant shopping experience with Skins. I will be their loyal customer!

Don’t order here! It’s unbelievable to be left completely in the cold after placing an online order of €100. The package was supposed to be delivered via DHL but was never delivered, even though I was at home at the scheduled delivery time. No signature, not left with neighbors — simply not received.

Skins takes no responsibility and hides behind whatever DHL claims, without offering any solution.

Have bought often in de store but this kind of service is very sad and unfair.

I’m genuinely shocked at how unprofessional Skins’ website and online fulfilment are for such a big international “luxury” retailer. I ordered a body mist on 27 December, clearly marked in stock, and even paid for gift wrapping + a card. Skins took my money, sent an order confirmation, and then provided tracking.

The delivery date and tracking details changed multiple times, which was annoying but understandable around the holidays. What’s not understandable is that after I finally received confirmation from the delivery provider that it would be delivered, I then got an email saying the item was out of stock.

Why was it listed as available in the first place, and why did it take so long to tell me? By the time I found out, it was too late to reorder elsewhere, and the gift was ruined.

No apology that matched the inconvenience, no meaningful compensation, and no effort to resolve the disappointment. This might be excusable for a tiny webshop. For Skins, it’s unacceptable.

I bought sample set of parfums Orto parisi. I liked Megamare so so much that I bought 50 ml directly from Orto parisi. But they are very different. I like smell from sample more, it was really oceanic and Megamare original is more heavy. I don't think skins sold me original parfums. And now I wonder what did the sell me because I want that one))

I bought a gift set in The Hague that was priced at 30 euros. Was told at the counter that pricing is wrong, despite the fact that all other items were priced at 30 euros too, and forced to pay 60 instead. I looked the item up online and it was indeed priced at 30, not 60. Please be careful if you decide to shop there.

Order never received and returned to sender for no reason. Customer service could not find a solution to this problem.

I don't recommend this store if you want to receive your items quickly.

I bought the Skins Advent Calendar this year for €163 because I trusted the brand and expected a luxurious, curated selection of minis and travel-size products. I was genuinely excited to treat myself for December.

Unfortunately, the majority of the items I opened were labeled “FREE SAMPLE,” “NOT FOR SALE,” or “GIFT.” These are promotional samples that brands usually give away for free, not products intended for retail. Large boxes contained tiny sample vials or wax tablets marked “sample,” which felt misleading and very disappointing for the price.

The calendar did include few full-size items (Sunday Riley Good Genes and a Rudolph Care moisturizer), which I appreciated. However, this does not change the fact that the overall experience was not what the product description suggested, and I would never have purchased the calendar had I known most items were promotional samples.

I contacted customer service and received a polite but dismissive response stating that the full-size items exceed the value paid, and therefore no compensation would be offered. This completely ignored my concern about transparency and presentation.

I’ve bought advent calendars from other luxury retailers before and never encountered something like this. This experience felt misleading, and I wanted to share it so others know what to expect.

I’ve been a customer since I moved to the Netherlands, and I’ve always had wonderful experiences with Skins both in their stores and on their webshop, as well as with their customer service. Highly recommended

Everyone in the company is nice and helpful. From the sales people to the customer service agents. Shout out to Dana, who graciously and quickly helped me find a solution for my issue.

Today marks day 5 since I reported that my order – marked as delivered by DHL – never arrived. The delivery was already one day late compared to Skins’ stated delivery promise. Since then, I’ve had to reach out myself almost daily, yet haven’t received a single proactive update. I even called again this morning, but once more, nothing was communicated back.

Communication has been distant and lacking any sense of urgency or customer focus. The team mainly refers to internal policies and procedures, which do nothing to resolve the issue and only highlight a lack of ownership or accountability.

Most disappointing is the absence of awareness that customers here spend hundreds of euros, expecting premium service in return. From a brand positioned as high-end, one would expect responsibility, empathy, and action – not standard replies and delays.

Conclusion: a brand with luxurious branding but customer service that falls far short. Premium prices combined with low-cost service completely undermine the brand experience.

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Vandaag is dag 5 sinds mijn melding dat mijn bestelling – volgens DHL bezorgd – nooit is aangekomen. De bestelling was bovendien al een dag te laat ten opzichte van de leverbelofte van Skins. Sindsdien heb ik zelf bijna dagelijks contact moeten opnemen, zonder ook maar één proactieve update. Vanochtend nog gebeld, maar opnieuw niets vernomen.

De communicatie is afstandelijk en zonder gevoel van urgentie of klantgerichtheid. Er wordt vooral verwezen naar beleid en procedures, terwijl dat in deze situatie niets oplost en vooral laat zien dat men niet bereid is om écht eigenaarschap te nemen.

Wat het meest teleurstellend is, is het gebrek aan besef dat klanten hier honderden euro’s uitgeven en op basis daarvan een premium service verwachten. Van een merk als Skins mag je meer verwachten dan standaardantwoorden en het doorschuiven van verantwoordelijkheid.

Conclusie: een merk dat zich als high-end profileert, maar een klantenservice biedt die daar ver onder blijft. Luxe producten met low-cost service – dat doet afbreuk aan de hele merkbeleving.