meritbeauty.com Avis 

I am writing to you today about a missing order, #1685924, which I placed on 30th August 2025. The total amount was £126.02 GBP.

Unfortunately, the shipment of this order failed, and I have not received my MERIT products. Since you do not ship to my location in the Netherlands but do ship to the UK with only one shipping option EVRI - I was forced to ship the items to a friend in the UK, creating this complicated situation.

Situation:
The tracking information for my order shows it was delivered on 3rd September, but my friend in the UK never received the package. My friend was home at the time of delivery, and no one rang the bell for the delivery, but when I received the message of the delivery, she went down to check, but nothing was there.

The courier, Evri, left two other packages from Vinted, which are the ones visible in the proof of delivery photo. My friend was able to confirm with the neighbor that these two packages were indeed meant for them. The Vinted packages are the ones in the Evri photo, not my Merit order, and you can see them open in the hands of her neighbour.

My package was never delivered, despite being marked as such. The photo serves as evidence of the courier's error, not a successful delivery. And I don’t know where my package is as it is now listed as delivered. But where?

I invested in your brand because I love your products, and I have been trying to find a solution to buy them since May. I have asked many times on Instagram, "When are you going to ship to Europe?". This is a very frustrating situation because I was really looking forward to getting the order and to finally enjoying your products. At the moment I not only lost the money I spent on this order, but I also lost the products I wanted—including the "everything bag" that was a key part of my purchase, as I spent over the $125 threshold to receive it.

I kindly request that you take one of the following actions to resolve this un-nice situation:

A full refund of £126.02 GBP to my original payment method.

A new order containing all the items, including the "everything bag," shipped directly to me in the Netherlands. I can provide a locker box address at my building, where the package can be picked up safely.

As the retailer, your contract is with the customer, and you are accountable for the delivery of the goods, as specified in the UK's Consumer Rights Act 2015. This situation is not my fault, and I should not have to pay for a courier error.

I was SO MUCH looking forward to my products...I hope you can find a solution for this issue.
Thank you for your immediate attention to this matter.

The make up is lovely but I’ve emailed them twice about two separate issues and heard absolutely nothing!

I purchased the Merit Makeup Intro Set and had a fantastic experience from start to finish. The delivery was fast and free, and I was pleasantly surprised to receive a beautiful free makeup bag with my order.

The standout for me was their online shade matching tool – it was spot on! The perfecting complexion stick matched my skin tone perfectly and performed exactly as promised. The textures are lightweight, easy to apply, and give a natural, polished look.

I noticed some poor reviews online, but honestly, my experience was nothing but positive. I wouldn’t hesitate to recommend Merit to anyone looking for high-quality, minimalist makeup. I’ll definitely be purchasing again!

Absolutely shocking customer service. Goods bought in February still have not arrived despite a number of emails back and forth. It is now July. Avoid!

Before Merit was on Sephora, I ordered, as a UK-based customer, and the £7 delivery charge was painful, but the Black Friday/ Cyber Monday reduced prices were very generous!

I used the colour match service on their website, which was very accurate. However, the cream bronzer I ordered arrived in the wrong shade and one of the free gifts I hoped for (the mini signature bag) wasn't sent as they had sold out. The customer service team were so helpful and quick, they immediately put it right, by offering me either a refund or replacement, and they even gave me an honest timeframe for the next delivery and said it could be slightly longer as it was nearly Christmas.

I accepted a replacement in the correct shade, it was fuss-free and they invited me to discard or pass on the incorrect item to someone I know, to save on carbon / postage and packaging. What is more, because the mini bag wasn't available, they kindly sent me a sample of their new perfume, because I said it wasn't available to sample in the UK at that time but was keen to try it.

The replacement and free perfume sample did not take long to arrive and I was so impressed by the service.

Beautiful packaging, my free large bag, and the cream bronzer are my perfect go-to staples. (It has been 6 months and there is still lots left of the bronzer!)

I received a product that I want to return (less than 24 hours later) and since there is no customer service number you have to email Merit so they can "review" the request. It's 3 business days later and the response was to go to the website and do the same thing over again. They are deliberately stalling as I only have a 30-day window. They have no intention of refunding my money or anyone else's.

I recently purchased Merit’s moisturizer, serum, and foundation with high hopes, but the results were disappointing. Despite following the instructions carefully and ensuring my skin was completely clean and free of other products, I experienced severe pilling and every time I applied the foundation, it would roll off, making it impossible to achieve a smooth application. After multiple attempts to solve the issue, I gave the products to my mum—only to find that she had the exact same experience.

To address the problem, I contacted customer service for advice. To their credit, they responded quickly and provided a refund link. However, since I was just outside the 28-day return policy, the refund was not an option, and no other advice was given.

Later, I was sent and email inviting me to leave a review, which I did—giving only one star. However, my review does not seem to appear anywhere and I was unable to find an option for customers to leave reviews directly on their website. Instead, only five-star ratings seem to be visible, raising possible concerns about the transparency of their review system.
While my orders arrived quickly and their refund policy is excellent, customer support and overall product performance left me disappointed.

I'm so disappointed. After my amazing SPF was discontinued a few years ago, I've been looking for a new one. The Uniform sounded amazing, so after watching/reading loads of reviews, I decided to buy it. I have very sensitive, combination, acne-prone skin, and a lot of face products sting my eyes, particularly sunscreens. I'm 40, so I also have a few wrinkles, but luckily not many.

So, The Uniform:

Is extremely drying; forget a glow—it actually feels like it's actively sucking up moisture from my face. By evening, my face feels like it was burning (and I have combination skin, and more oily).

It gets stuck in the tiniest wrinkles, even ones I didn't know I had. Thanks, Merit!

I've tried it for a few days now with different prep and it is so rubbish:(

My ordered arrived cut open and foundation had fingernail marks on it like someone opened it during transit. Although i didn’t hear back via email, i reached out via instagram and they replaced it for me instantly and didn’t ask me to ship back the original. amazing customer service. very happy and will def continue to support this band.

Ordered £50+ worth of makeup from this company that I never received. No response from their customer services team when I tried to chase up my order. Would not recommend purchasing from this brand.

Terrible customer service who refuse to respond to concerns. They will also ignore the state department and all consumer laws. Save your money, go somewhere else.

UNCLEAN!! Im shocked to be honest (in my opinion) for a company that sells “clean” make up, at how unclean it appears to be. But i guess what does the work “clean” actually mean?? If you aren’t convinced run the ingredients through the internet or a ingredient beauty app. I use Yuka

The packaging is poorly designed, causing the product to fall out easily—what a complete waste of money! To make matters worse, the customer service at Merit is an absolute joke. It’s baffling that a company charges this much and then fails to stand behind their product.

In a saturated market, you’d think customer loyalty would matter, but clearly, it doesn’t here. I was once a loyal customer, but I’ve moved on to better products with superior customer service. Save yourself the frustration and look elsewhere.

I was a little dubious at first but I’ve got to say, customer service is fantastic! I ordered the wrong colour for the minimalist stick and blush, I wasn’t really sure what colour to order as it was all online but I spoke to a lovely sales assistant, Grace, through email and sent her a photo and she recommended the perfect shade and sorted all of the order out for me and I didn’t need to send the other products back.

1000/10, Grace was fantastic from the start. I’d highly recommend Merit products and Grace!

Have to give credit where deserved.
I placed my order on Friday and although the email stated there may be a delay due to high demand, i recieved my order by Wednesday! Shipping updates were all smooth, no issues
Products arrived well packaged and so far seem really good quality :)

Not sure if I just got lucky (based off the bad reviews here) or if Merit have started to make some positive changes for their customers 🤞🏼

I ordered the intro set in November 2024 and received the goods approximately one week later. I was so pleased with the products that I bought another intro set for my daughter who was celebrating her birthday early in January, it arrived within 3 days. I made another purchase for myself at the end of January, it was again delivered within 3 days. I absolutely love using the items I purchased and have recommended them to family members and friends.

Very poor customer service. Got a free merit mirror with my order of over $150 and the mirror came as if it’s already been used. The inside of the mirror had scratches all over it. I reached out to Merit to see if I could get a replacement and they simply said that they cannot issue a replacement because they cannot guarantee that it will come in perfect condition. What does that even mean?
I asked them twice if they can resolve this issue and they simply said they can’t.
At that point, I was at a loss of words. This company doesn’t deserve my money or anybody else’s. I would say stay away from this company. There are so many other make up brands that have amazing customer service
that will never think twice to reach their goal of providing good service even at the expense of the company.

Terrible customer service. Order was weeks late to be confirmed and I was promised a refund, but after almost a month still have not received it. Scammy business, should not be trusted.

Worst customer services. Receive products that are open and refused to issue refund!!!!!!!

I got some luck, I didn’t check here before purchased, i ordered my lipsticks on 23th December, all three lipsticks delivered on 27thDec including a free gift make up bag. They all beautiful and I just put it on my lip, the colour name is Fashion. It’s a beautiful raspberry wine sharp. I am quite happy my experience. Finger cross