Deloox Reviews 

Reply from Deloox

Updated 2 days ago

Dear Customer,
Thank you for sharing your experience. We’re sorry to hear that your order didn’t arrive and that you felt you didn’t receive a response from us.

We would like to clarify that we already informed you on August 11, 2026 that the payment for your order had failed. We did not receive a payment from you after that. Unfortunately, when a payment is not successfully completed, we cannot process or ship the order.

We also see that you contacted us again four days ago. Our customer service team currently has a response time of 1 to 5 business days. We do our best to respond to all messages as quickly as possible. Of course, we understand that you would have liked to have received clarity sooner.

Have you since noticed that the amount has been debited from your account? If so, please send us the transaction details or proof of payment so we can check where the payment went and look into this further for you.

For urgent questions, our customer service team is also available by phone Monday through Friday from 8:30 a.m. to 4:00 p.m. We can usually assist you more quickly this way.

We hope this has provided more clarity on the situation.

Best regards,
The Deloox Team

Reply from Deloox

6 days ago

Dear Customer,

We’re sorry to hear that you’re saying the perfume didn’t arrive.

We’ve checked the delivery details for the shipment. According to the carrier’s information, the package was delivered to address 20 A.

We understand, of course, that this is frustrating if you did not receive the package yourself. That is why we previously advised you to follow up with the address in question. As far as we can tell, we have not received any further response from you since that contact.

Best regards,
The Deloox Team

Reply from Deloox

Aug 26, 2026

Dear customer,
Thank you for sharing your experience. We understand that it is very frustrating when an order is delayed and you have to wait longer for clarity as a result.

We would like to emphasise that we have indeed taken your situation very seriously and, from the moment you contacted us, have been investigating the matter and working to find a suitable solution. We understand that this may not always be apparent from the outside.

As the parcel was still within the carrier’s network, we were reliant on information and feedback from the carrier to investigate the matter. Unfortunately, such an investigation can take some time. Furthermore, this period coincided with the holiday season, which meant that the carrier’s processing and response times for such enquiries could be longer than usual.

To avoid keeping you waiting any longer, we ultimately decided to cancel the order. The full amount will be refunded to you via PayPal. As the original parcel was still in transit, we were unfortunately unable to send a replacement.

We have also sent you a discount code so that you can reorder the items if you wish.
We regret that you perceived our efforts and communication differently.

Throughout the entire process, we tried to investigate the situation as thoroughly as possible and find a solution, although we were, unfortunately, partly dependent on the carrier. We hope this makes it clear that we took your report seriously and did everything we could to resolve the situation satisfactorily.

We have also provided you with further information on this matter.

Kind regards,
The Deloox Team

Reply from Deloox

Aug 20, 2026

Dear customer,

Thank you for sharing your experience. We understand that it is frustrating when two products that are identical in name differ significantly in texture.

We have assessed your situation and asked you to send a video showing the contents of both products so that we could properly evaluate the difference. Based on the video, there was indeed a clear difference between the two products. We have therefore resolved this issue for you and refunded the relevant item.

However, we would like to emphasise that the La Roche-Posay sun cream inherently has a liquid, thin texture. A watery consistency does not, therefore, automatically mean that there is anything wrong with the product. In your case, it was precisely the clear difference between the two items that prompted us to assess the product further.

We regret that you found our customer service to be unsatisfactory. We strive to assess complaints carefully based on the available information and therefore sometimes ask for additional photos or a video. In your case, we did indeed offer a solution once we had received these.

Kind regards,
The Deloox Team

Reply from Deloox

Aug 20, 2026

Dear customer,

Thank you for sharing your experience. We’re sorry to hear that the conditioner smells and feels different from what you’re used to.

We’d like to emphasise that we do not sell counterfeit products. If you receive a product that you suspect is not as it should be, we advise you to contact our customer service team first. Please provide as much information as possible about the product, such as photographs, the batch number and a clear description of what is different. This will enable us to assess the situation carefully and work with you to determine whether there is a discrepancy or another issue with the product.

Unfortunately, we cannot determine that a product is not genuine based solely on a different scent or texture. Brands may, for example, change their formulations, which means that a familiar scent or texture may change over time.

We will, of course, be happy to help you further if you contact us about this.

Kind regards,
The Deloox Team

Reply from Deloox

Aug 13, 2026

Dear customer,
We’re sorry to hear that your order has been delayed for so long and that you’ve had to contact us several times about this. We fully understand that this is very frustrating.

As the parcel was still within the carrier’s transport network, we were dependent on the carrier’s investigation to proceed with further processing. Whilst this investigation was ongoing, we were unfortunately unable to offer a definitive solution. We understand that it must have been frustrating for you to have had to wait so long for clarity.

We have now contacted you again and have decided to cancel the shipment, as it has been established that the parcel was lost whilst in the carrier’s care. The full purchase amount will be refunded to you.

We sincerely apologise for the inconvenience caused and the length of time the investigation took. We regret that we were unable to finalise your order in this way sooner.

Kind regards,
The Deloox Team

Reply from Deloox

Aug 14, 2026

Beste klant,
Vervelend om te lezen dat je bestelling niet bij je terecht is gekomen, zeker wanneer deze als verjaardagscadeau bedoeld was. We begrijpen dat dit erg teleurstellend is.

Zoals wij je ook in onze eerdere e-mail hebben toegelicht, hebben wij de informatie en onderzoeksresultaten van de vervoerder met je gedeeld. Volgens de vervoerder is de zending als afgeleverd geregistreerd. Wij begrijpen dat je aangeeft het pakket niet te hebben ontvangen en nemen een dergelijke melding uiteraard serieus. Daarom hebben wij de situatie ook bij de vervoerder laten onderzoeken.

Na het delen van de uitkomst van dit onderzoek hebben wij helaas geen verdere reactie of aanvullende informatie van je ontvangen. Hierdoor kunnen wij op dit moment geen aanvullende stappen ondernemen. Mocht je alsnog over aanvullende informatie of bewijs beschikken die relevant kan zijn voor het onderzoek, dan ontvangen wij dit uiteraard graag. Wij kunnen deze informatie vervolgens aan het dossier toevoegen en opnieuw bij de vervoerder neerleggen.

We vinden het jammer dat je onze service als onvoldoende hebt ervaren. We willen je echter verzekeren dat we je melding niet zomaar hebben afgewezen en dat we de beschikbare informatie daadwerkelijk hebben onderzocht. Zodra er nieuwe relevante informatie beschikbaar is, zijn we uiteraard bereid om hier opnieuw naar te kijken.

Met vriendelijke groeten,
Team Deloox

Reply from Deloox

Aug 11, 2026

Dear customer,
Thank you for sharing your experience with us. We’re sorry to hear that you haven’t yet received your order and that you feel you haven’t been given sufficient clarity.

Unfortunately, we have not received an order number or any other details via this review that would enable us to locate your order and assess the situation in detail. We would, of course, be happy to look into this for you. Please therefore contact us with your order number so that we can check what has happened to your order and provide you with clarity on the matter.

Kind regards,
Team Deloox

Reply from Deloox

Jul 30, 2026

Dear customer,

We’re sorry to hear that you’ve had this experience. We fully understand how frustrating it is when your order takes longer to arrive than expected and you’re left in the dark in the meantime.

You have now been in contact with one of our staff members today. We have dealt with the situation immediately and launched an enquiry with the carrier. The information available indicates that your parcel has been sorted but has not yet been delivered. This means that the parcel is, in all likelihood, still in transit.

As soon as we receive a response from the carrier, we will, of course, contact you as soon as possible. We hope your parcel will be delivered soon and thank you for your patience.

Should you have any questions in the meantime, please feel free to contact us.

We hope this has provided you with sufficient information.

Kind regards,
The Deloox Team

Reply from Deloox

Jul 24, 2026

Dear customer,
Thank you for sharing your experience.

We’re pleased to hear that you’re satisfied with our product range and our prices, and that your previous orders went smoothly. At the same time, we’re very sorry to hear that you’ve experienced problems with your last two orders.

Where a product may be faulty, such as a leaking spray, we follow a standard complaints procedure. Although the photos and video you have provided help us to make an initial assessment, it is necessary for us to physically examine the product. In some cases, a faulty product may also need to be returned to the supplier for further assessment.

As soon as we have received the product, we will inspect it as quickly as possible. If our investigation confirms that the item is indeed faulty, we will, of course, offer an appropriate solution. This could, for example, be a replacement product or a refund.

We understand that you would have preferred an immediate solution and that the procedure may seem cumbersome. However, this approach is necessary to handle complaints carefully and in accordance with our internal quality procedures. As soon as the assessment is complete, we will contact you straight away to discuss the outcome and the next steps.

Kind regards,
The Deloox Team

Reply from Deloox

Jul 9, 2026

Dear customer,
Thank you for your feedback.

We’re sorry to hear that you’ve had this experience. We understand that it’s frustrating when you have to wait for your parcel and the delivery takes longer than expected.

When a parcel is delayed in transit and no new tracking information is available for several days, our standard procedure allows us to initiate an enquiry with the carrier. This enquiry has now been launched, and we can see that your parcel was scanned again this morning. This means that the parcel is on the move again and is expected to be delivered to you as soon as possible.

Kind regards,
The Deloox Team

Reply from Deloox

Jun 18, 2026

Dear Customer,
Thank you for your feedback. We’re sorry to hear that you’re experiencing discomfort due to the scent of the product you received and that this has caused you to doubt its authenticity.

We would like to reassure you that all the products we sell are genuine. We source our products from established and reliable suppliers or directly from the brands themselves, depending on our partnership with the brand in question. When a product is delivered through a supplier, the supplier purchases it directly from the brand. This allows us to guarantee the origin and authenticity of our products.

We understand that it’s disappointing when a perfume doesn’t meet your expectations. However, a perfume’s scent performance can be influenced by various factors, such as skin type, batch variations, and how the scent evolves after
production.

If you have any further questions about this, we’re of course happy to assist you. Please feel free to contact our customer service team.

Best regards,
The Deloox Team

Reply from Deloox

Jun 10, 2026

Dear Customer, thank you for your feedback. We’re sorry to hear about your experience and that this has been such a lengthy and frustrating process for you.

We fully understand that you place an order, pay for it, and then expect it to be delivered on time or for any issues to be resolved quickly if something goes wrong. In this case, unfortunately, the shipment went missing during transit after it was sent, which prevented delivery from taking place.

As we explained to you earlier via email, in situations like this, an official investigation by the carrier is necessary. This process is handled entirely by us as the sender, and we are required to wait for the entire procedure to be completed before a final outcome can be determined. During this period, we are dependent on feedback from the carrier and cannot draw conclusions on our own or proceed directly to a final decision.

At the time of your review, this investigation was still ongoing. The process has since been completed, and we have received confirmation from the carrier that the shipment was not delivered. Therefore, we have refunded the full order amount to you.

We apologize for the inconvenience and the delay in processing. We believe it is important that every situation is handled carefully and in accordance with procedure, and that an appropriate solution is ultimately provided.

We have since canceled the order for you.

Best regards,
Team Deloox