Kylighters: What is worse; the packaging, the pigment or the customer service?

When you order a product, you expect it to be exactly what you paid for. But what happens when the item arrives to you damaged? According to Kylie Cosmetics, and I quote;

Unfortunately, damage to product deco is inevitable over time, however, there is no damage to the product itself!

Please note that no replacements will be issued for products with damaged deco, we apologize for any inconvenience this may cause.’

I ordered three of the ‘Kylighters’ on their first launch, February 28th. Her company didn’t send out any PR for this launch so not a single review was posted beforehand. Looking back, this was probably because the product was rushed and overall very poor, so the reviews would have heavily impacted the launch.

I started to get mixed feelings while waiting for my items to arrive, as many bloggers and youtubers started receiving their items damaged, covered in dirt and even with the highlighter pan missing. I have never ordered from Kylie Cosmetics before, and even I knew that her customer service was terrible. But I am a highlighter junkie, so I held out hope.

Yesterday, my parcel finally arrived (after paying an extra £20 in import charges) and after reading my ‘Thanks for buying a lipkit’ note in the package, I opened my Kylighters. French Vanilla, fell out of its carton. The glue on the back of the pan had obviously not been applied correctly and luckily I caught it before it hit the floor (I had flashbacks to the Anastasia Beverly Hills Glow Kit incident from last week).

The next thing that I noticed was that on the top of the ‘Cotton Candy Cream’ box, it the name of the highlighter written on a label, instead of being printed directly onto the box. So naturally I peeled this back to reveal a different product name, ‘First Date’. Is this a previous name for the highlighter and they couldn’t be bothered to change the box? Or is it a reused box from an old product? I don’t know, but it just seems so lazy. The box must cost them pence to produce, so why not just get new ones made?

I am not done yet. On the back of the ‘French Vanilla’ box, the label with ingredients and other info has alot of air bubbles, with bits of dirt stuck underneath. Honestly, where are they producing these products? How can this item, that isn’t stuck into the box, and has dirt and air bubbles all over the back passed through quality control?

The only product that didn’t have an issue was ‘Salted Caramel’, I used the word issue loosely. I have swatched the highlighters, and they are bad. The formula is beautiful, like velvet but the pigmentation is not there. I’m not going to include swatches, because I really don’t want to bother with the highlighters anymore. I am so disappointed with what I received, and how the customer service is just fobbing their own customers off. I will not be buying anything from Kylie Cosmetics again, and I suggest you don’t either.

Thank you for reading, and make sure you are subscribed for future posts and following me on instagram for daily updates.


Nathan Dalby.


  1. ramblingsofaworm
    March 14, 2017 / 1:09 pm

    Love your review! Very honest and right to the core! 😍 I follow you on Insta too!

  2. March 14, 2017 / 1:44 pm

    That’s just so upsetting to read. Part of the joy of investing in products is knowing that what you have purchased has been created with care and thought… and if there is any mistakes that the customer care team step up and rectify it so you feel confident about them. What ever happened to the customer is always right?

  3. March 14, 2017 / 1:50 pm

    Ugh! How disappointing!
    This is exactly why I haven’t bothered with her line; every review I see leaves a bad taste in my mouth.

  4. March 14, 2017 / 4:11 pm

    Oh mu Gosh I am so surprised! To look st the highligters I thought the packaging looked cheap but I didnt realise it would br this bad! They almost look as bad as fakes. You are right they look rushed. I wouldnt even want to try the formula it just takes away the excitement from the product. They should be ashamed!

    Amina xx |

  5. March 14, 2017 / 5:25 pm

    Why I’m I not surprised? Smh! I’m so sorry you had a bad experience but I am not buying anything from Kylie either. I recently received her mini kit from her Vday launch. Waste of money by far! Only 2 of the 6 shades work for my skin tone. But they are so tiny & I paid $50! Rip off! Thanks for your post. I do hope more people see this & reconsider buying her products. I wasn’t going to bother with these highlighters. They didn’t look all that great. Her products just seem rushed these days. Like she has to push product out weekly. Hell, she’s posting more things come Thursday! I hope more people come forward like you did & say something. But so far I’ve seen too many “OMG these are amazing” posts *insert eye roll*

    xo Mellie |

  6. March 14, 2017 / 10:29 pm

    How appalling!!!!
    I have bever been enticed into buying anything from Kylie Cosmetics as the hints of poor customer service and import charges instantly deterred me.
    Glad to know I am not missing out – good to read this! 👍🏼
    Kelly x

  7. Kellie McIntyre
    March 14, 2017 / 10:51 pm

    Good money for a shit product!


    Good on you for being honest.

  8. March 14, 2017 / 11:04 pm

    Oh nooo! I have also ordered 3 of Kylies kylighters but still waiting for them to turn up, but I’m not expecting much after reading this. Great review!

    I’ve bought loads from Kylie before and her lip kits have always been on point. I did once receive somebody else package from Canada, and I live in the uk. But kylie cosmetics replaced my whole package and let me keep the wrong items too, I did have to pay custom charges again…

    Nicole X

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