Incomplete order – extremely disappointing handling afterwards
UPDATE – 18 August:
Karla Cosmetics has now responded, after I posted this review. They state that CCTV/video and scan evidence shows the two missing products were packed and dispatched.
My position remains unchanged: I did not receive those products from Karla Cosmetics. I reported this on the evening of delivery and provided photographs showing exactly what I received.
If their evidence establishes that the complete bundle left their fulfilment centre, then the products have clearly gone missing somewhere between fulfilment and reaching me. I do not know where in their fulfilment/courier chain that occurred, which is why I have asked to see the CCTV evidence and requested the parcel and carrier weight records.
Karla Cosmetics had previously told me the products were packaged as a bundle, yet I received the individually packaged Velvet Dreams eyeshadow without the other two bundle components.
Importantly, under section 29 of the Consumer Rights Act 2015, goods generally remain at the trader’s risk until they come into the consumer’s physical possession. The two missing products never came into my possession.
Karla Cosmetics has asked me to amend/remove statements in my review and says it intends to appeal it with Trustpilot. I have updated this review to fairly include their stated position, but the fundamental fact remains: I paid Karla Cosmetics for goods I did not receive.
I have declined the £5 store credit offered as the entire bundle and postage was £45 and I did not receive the items. The dispute is now with my bank and I remain ready to return everything I did receive.
17/08/2026 original review:
Incomplete order – extremely disappointing handling afterwards
I was genuinely excited to try Karla Cosmetics. Part of the appeal was ordering from a UK-based small business, and I had been looking forward to receiving the products and had already been sharing my enthusiasm about the brand and anticipated results within my own network.
Unfortunately, my order arrived on 30 July with two components of the bundle completely missing: the Shadow Potion Paint – Eclipse and K26 Sharp Precision Eyeliner Brush.
I contacted Karla Cosmetics that same evening, providing photographs showing everything that had arrived, and detailed what was missing.
I did not immediately ask to cancel the order or demand a refund. I gave Karla Cosmetics Customer Service the opportunity to investigate and put things right. They told me they had a fulfillment investigation process to follow, so I waited for that process. When I followed up, I was told their fulfilment investigation could take up to five working days, however it had already been over this timeframe.
More than double their quoted timeframe passed without the missing items being supplied or the matter being resolved.
I was also increasingly uncomfortable with the way my report was handled. I was repeatedly told that replacement or refund of the missing products would depend upon their fulfilment investigation confirming that the items had been omitted. Having reported the shortage immediately and supplied photographs, this left me feeling as though my account of what I had received was not being believed.
Only after giving Karla the opportunity to resolve the problem and waiting beyond their own stated investigation timeframe did I decide to reject the incomplete order.
On 11 August, I explained that I wished to return the order for a full refund. I made explicitly clear that I had not used and was not seeking to keep the products that had arrived while also receiving a refund. I offered to return everything received, requested a prepaid return label and asked that the outstanding components no longer be dispatched.
Karla has not responded at all to that email.
The products that did arrive remain with me and available for return, but I have been provided with neither return arrangements nor a refund. I have therefore had to refer the transaction to my bank.
Packing mistakes happen, particularly with a small business, and an initial fulfilment error alone would not have prompted this review. My one-star rating reflects what happened afterwards: an immediately reported incomplete bundle, an investigation that exceeded the timeframe I was given without resolution, the way I felt my account was treated, and ultimately no response at all when I offered to return everything.
It’s particularly disappointing because I had actively chosen to support a UK small business and had been enthusiastically sharing my anticipated experience with others. Instead, I am now having to share a very different experience.
I will happily update this review if Karla Cosmetics ultimately resolves the matter appropriately.
Respuesta de Karla Cosmetics
**Update from Karla Cosmetics**
Following our fulfilment investigation, CCTV footage and scan records confirmed that all components of the bundle were packed and dispatched from our fulfilment centre.
Whilst we have been unable to establish where the items went missing after dispatch, we appreciate that Tara reported not receiving two of the products.
As a gesture of goodwill, we initially offered a **£5 store credit** for the inconvenience. However, despite the fulfilment evidence, we have since gone further and **issued a full refund of £45 for the order**, ensuring the customer is not left out of pocket.
We are continuing to work with our fulfilment and delivery partners to investigate what happened to the parcel after it left the warehouse, as we take reports like this very seriously and are always looking to improve our service.
Karla Cosmetics
