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I did not like the package

I’m genuinely baffled by the rave reviews Rephr has been getting. Based on my experience, I’d rate them 1/5 without hesitation.

My first order already raised red flags. I ordered a single brush with DHL Express shipping (quoted as 1–2 business days). About five days later, the tracking still showed nothing, so I reached out to customer support. I was told they had made a mistake and hadn’t noticed I selected express shipping. That was it - no refund offered, no attempt to make it right. Considering DHL Express costs over £20, that’s not a minor oversight. I ended up cancelling the order and receiving a refund.

I decided to give them another chance later on. This time, I placed an order that, according to their website, should arrive within 5–10 days. Eight days in, the parcel still hadn’t even been handed over to the courier. I emailed to ask if there was an issue and was ignored for several days, until I followed up again. They eventually replied saying my previous email had been flagged as spam, claimed it was now too late to cancel, and offered a £5 refund “as a courtesy.” Interestingly, at that exact same time, I received the first tracking update - suggesting the parcel was only shipped after my second email.

To make matters worse, after placing the order, I was informed that one of the items I purchased was unavailable and had been replaced with a different product - without asking for my approval. That’s simply not acceptable. Even a supermarket would ask before substituting an item. A company positioning itself as premium should absolutely seek consent before making changes, ideally before taking payment.

I don’t have much insight into their products themselves, as I still haven’t received any of my orders. But based on the customer experience alone, it feels like far more effort goes into marketing - and possibly incentivised reviews - than into actually delivering a high-quality service.

Update: Rephr has been kind enough to proactively offer a very kind compensation for the sequence of unfortunate issues experienced in recent purchases. I appreciated the gesture and time and attention they've taken to try and mend things. The items I ordered earlier ended up being delivered safely and quality seems as good as one may expect.

I have been using Rephr brushes for several years now and they feel very luxurious at an affordable price point. A couple of weeks ago I placed an order for a second LC collection set because I love the one I have and for some reason the order was shipped from the US, I am located in Europe. I had to pay customs and admin fees so I contacted Rephr Customer Care. Kathryn was the agent who handled my request and it was the most seamless customer care experience i ever had. She replied to me very fast and was very accomodating in terms of the solutions they could offer. Overall a very pleasant experience. I highly recommend this company and I will continue buying brushes from Rephr.

Really happy with these makeup brushes! They’re great quality—super soft, well-made, and easy to use. Customer service was also amazing and very helpful. Definitely recommend!

I bought these brushes thinking they are of high quality as they are not cheap compared to so many other brushes. I am so disappointed with this purchase. I bought these 4 brushes - LC03 , LC01, LC02 and 04 brushes.

The packaging is very low quality. One brush was just open, not sure if I would be using it due to hygiene reasons.

If you charge so much money, you can at least do a proper paper wrapping, if not anything else.

The best customer service I’ve ever experienced. This brand truly stands behind its products, and that says a lot about the company and the quality they deliver. I love their brushes, own many of them, and will continue to purchase, recommend, and support them.

If I could give 10 out of 5 I would! These brushes are a work of art. I’ve bought so many from other companies that are good, nothing to complain about. But, in comparison with Rephr, their brushes are beautifully crafted. I’ve bought about 20 brushes from Rephr, and each purchase has been a joy. From my ‘every day’ brushes to my exquisite one of a kind type, I adore each one. Softest, great weight and length, lovely to hold. I will not be buying my brushes anywhere else.

i am ali. i hope you will be fine your product is very good . thankyou.

Worse Rephr 05 brush ever, expensive and useless not worth a penny would like a refund.

Comprato il set da 10 pennelli occhi ottima spesa non ero abituata a una tale scorrevolezza sugli occhi il trucco si fissa bene e non si sposta i pennelli sono di ottima qualità facili da pulire e asciugare credo proprio che ne comprerò ancora

I purchased the eye brush set, I must say, they are amazing brushes!! The bristles are very sofft and they blend and glide with ease.
Definitely recommend!!!

Great products and customer service

Las mejores brochas, sin duda…. Aunque no tengas muchas habilidades con el maquillaje, ellas lo hacen todo por ti. Son una maravilla 🩷

Great product, quick delivery and excellent customer service

The quality of the brushes is amazing, and I really love the discount/feedback program! I have only ever used drugstore brushes but was pleasantly surprised by the jump in quality! I can do my makeup so much faster and easier. The shipping was also very fast.

user-friendly site, package tracking, fast delivery, quality and unique products

I love Rephr, ordering is so easy and shipping is quick

Great products, perfectly curated sets and surprisingly fast shipping to Sweden!

I love Rephr great brushes at a good price, and they really care for customer feedback!