Deloox Reviews 

Reply from Deloox

Updated 15 hours ago

Dear Customer,

We’re sorry to hear that your experience didn’t meet your expectations, especially considering that you’ve been ordering from us for years.

We’d like to emphasize that we distinguish between a complaint about a product’s performance or quality and a suspicion that a product might not be authentic.

For example, if you indicate that there is something wrong with the scent, the spray isn’t working properly, or there is another specific defect, we can, of course, assess this and investigate further if necessary.

However, if the complaint relates exclusively to the alleged inauthenticity of the product, we cannot process it further. We sell only genuine products and therefore cannot accept the suggestion that the item we delivered is not authentic.

We would also like to provide some clarification regarding our return policy. If you decide to return the product, it will be processed as a standard return. In principle, we cannot resell an opened and used perfume as new. Upon receipt of a return, we therefore always assess the condition of the item.

In doing so, we check, among other things, whether the product is still in its original packaging, whether the packaging and the bottle are in good condition, and whether all original parts are present. Based on this, we calculate any depreciation in value. This can amount to up to 100%, depending on the condition in which we receive the item. For example, if only the used bottle is returned without the original packaging or in a dirty or damaged condition this may mean that the product has lost its entire resale value.

The final depreciation is therefore determined only after we have received the returned item and assessed its condition.

If there is a specific issue with the scent, the atomizer, or another defect, we are, of course, open to reviewing this with you. In that case, we would appreciate receiving a clear description of the problem so that we can assess what next steps are possible.

Update: We have sent you more information about this matter via email.

Best regards,
The Deloox Team

Reply from Deloox

Oct 2, 2026

Dear Customer,
Thank you for your feedback

We’re sorry to hear that you found our service unprofessional. We understand that it’s very disappointing when there are issues with an order.

Regarding the missing order, we’d like to clarify that we’ve been in contact with you about this. We offered you the option to have the order reshipped or to cancel it. Ultimately, you chose to cancel, and we refunded the full purchase amount to you.

In addition, as a gesture of goodwill, we offered you a discount code for a future order. This was an additional gesture of goodwill and was separate from the full refund of your order.

We’re sorry that this wasn’t communicated clearly and hope this provides some additional clarity regarding how the matter was handled.

Best regards,
The Deloox Team

Reply from Deloox

Updated Sep 28, 2026

Dear customer,
We’re sorry to hear that your order didn’t arrive in full. Fortunately, we’ve now resolved this for you and refunded the amount for the missing item. We’ve also offered you a discount code which you can use to get free delivery on your next order. We hope this has resolved the matter to your satisfaction.

We understand that it can be frustrating if the price of an item has changed in the meantime. Our prices are set automatically and can change on a daily basis. As a result, the price of an item can go up or down from one day to the next. It is therefore certainly possible that the item may be offered at a lower price at a later date than when you originally ordered it.

We therefore advise you to keep an eye on our website for the current price. You may even find the item at a lower price when you place your next order.

We hope this has provided you with sufficient information. Should you have any further questions, we will of course be happy to assist you.

Kind regards,
The Deloox Team

Reply from Deloox

Sep 28, 2026

Dear customer,
Thank you for your feedback.

We’re sorry to hear that you’re not satisfied with the fragrances and that you found the longevity to be insufficient.

The way a fragrance is perceived and how long it lasts can vary from person to person and is influenced by factors such as skin type and environmental conditions.

We regret that you did not contact us about this sooner. If you experience a problem or have a complaint about a product, you can always contact our customer service team. We’ll be happy to look into the situation with you and, where possible, find a suitable solution.

We hope this has provided you with sufficient information.

Kind regards,
The Deloox Team

Reply from Deloox

Updated Sep 25, 2026

Dear customer,

We are sorry to hear that you received the wrong item. We understand that this is particularly disappointing when the order was intended as a gift.

Following your review, we have tried to investigate the situation for you. In order to properly assess your complaint and locate the order in question, we asked you to share additional details with us via the review.

You state that you have now provided this information via your review. Unfortunately, the review we can access does not contain any additional details from you, nor have we received any such details that would enable us to identify your order. As a result, we are currently unable to verify or assess the details of the order in question or the situation you have described.

As soon as the necessary details are visible and available to us via the review, we will be able to locate the order and investigate the situation further on your behalf.

Kind regards,
The Deloox Team

Best regards,
Team Deloox

Reply from Deloox

Sep 21, 2026

Dear customer,
It’s a shame to hear that you’re disappointed with the fragrance and its longevity. Especially as you’ve been wearing this perfume for so long and know the scent well.

It can happen that a perfume needs some time to stabilise after opening, for example following transport. A very fresh batch may also initially seem a little lighter than a perfume that has been in use for some time. When a fragrance is actually different, we usually find that it smells noticeably heavier or musty, for example.

If, after some time, you still find the scent different, we’ll of course be happy to look into this for you. Please contact our customer service team via email, chat or telephone and, if possible, send a photo of the batch code on the packaging and a photo of the bottle. We can then check this for you.

Kind regards,
The Deloox Team

Reply from Deloox

Updated Sep 4, 2026

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

Aug 31, 2026

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