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I ordered 10 units of their Mixed Media Matte Liquid Eyeshadow (SHROOM 05) on August 12, 2025 (Order #213937). The package arrived with only 7 items. I provided video proof, but customer support (Nina) insisted all 10 were shipped based only on their internal system and refused to refund the missing 3 items.

I’ve since filed a dispute with Visa and reported the store to Shopify. Buyers should be aware of potential fulfillment issues and lack of accountability in resolving short-shipped orders.

I bought these after struggling my current make up and seeing a thousand ads. I was very dubious these things are normally dreadful but honestly the products are brilliant. I bought in hard which was potentially not advisable but I love everything but a particular shout to the eyebrow Arch Support is incredible I have very very light eyebrows and this is the first product that has ever worked and it lasts all day but washes off easily. All the products I went for I am so happy with and delivery to England didn’t take that long.

Bought 9 products from them. It’s incredibly kind to my skin which flares up with loads of brands that are not clean. Order was delivered next day.

I had a bundle which was on offer , unfortunately some of the colours didn’t suit. I emailed the company and they answered within 24 hours and gave me a full within 3 days . Excellent customer service !! I will definitely order again . It’s very hard ordering makeup on line as choosing colours is tricky. So not quite the company’s fault .

I recently purchased 2 eyeshadows from this brand, honestly not expecting much (rarely do from social media advertised brands). Honestly, I am so impressed! Firstly, my order arrived just 2 days later! Most importantly, the products are beautiful. The eyeshadow is creamy with great coverage and lasts allllll day! Really impressed!

I’ve been a big fan of this brand and regularly purchased the eyebrow treatment, usually around £20. However, the newly added £5.95 postage fee is quite off-putting — it’s nearly a quarter of the product price and seems excessive given the likely actual cost of shipping. Unfortunately, I’ll be switching to Zoeva, where I can get the same item with free delivery. Disappointed but saying goodbyegoodbye!

I like the lipstick itself colour and product, however the mechanism for the lipstick holder i didnt like at all. right from the start, it was really hard to twist the lip stick up and down each time i went to use it (very annoying) and then it eventually broke completely when i was only half way through where the lipstick no longer when back in, rendering it useless.
the eye shadow again loved the colour but notice that it dried out very quickly and there was not much in the pot to start with.
for this reason i wouldn't purchase products from them again. as it was findings after a delay of time there was no point in contacting them so cant say about the customer service.

My order had multiple missing items, a duplicate item, and a weird oily separated consistency that sat on my skin like it had gone bad. Customer service has not gotten back to me so far about how I return this. I wanted to love this brand the way I love saie and tower, glossier, and other clean brands. I don’t know what happened here, a bad batch and bad packing, but my wanting to give this brand a second chance is dwindling. I wanted to treat myself for my birthday and surviving cancer, this was a massive disappointment. I hope Gensee earns some good will back - at least gets back to me about this return.

EDIT: Have gotten back to me about the return, they offered to send out the missing items and an extra beauty bag or give me the info to presumably pay to ship the products back when the website claims a hassle free refunds.

EDIT EDIT: Yes to pay to ship the products back myself.

In world full of imposters, be like Gensee :) I love the eyeshadows and the clean sheen cheek and lip tints! This is by far one of the greatest cream blushes I have tried and I love the colors. I think I own most of the cheek tints and more than half of the eyeshadows. They have great staying power and are easy to apply (I prefer to blend out with brushes). They also ship and deliver quick. And customer service was extremely prompt and great about replying to me regarding my returns. If their marketing got you like they got me, it's worth the shot!