Address for any returns or comments:
19 Willis Way
Fleets Industrial Estate,
At Lush, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.
We Believe in Excellent Service
We believe our Lush Online team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, call our team straight away on 01202 668545 or email@example.com. We aim to provide high quality service and all feedback helps us to improve each time.
We hope your experience on our website is a happy one. We beaver for 48hr delivery or 3pm Thursday for 24hr if you need your Lush products before the weekend. 24 and 48 hour delivery is unfortunately not available for all areas of the UK. To see a full list of postcodes covered by 24 and 48 hour delivery, or to see more information on our delivery options, please click here.
Before you can place an order, you will need to register and then log in. Everyone is allowed one
customer account, but you have to be 18 or over to do so. By signing up to our website, you agree
Your real name
Your e-mail address
Your billing address
If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected, you then have a rough idea of when to start running the bath or shower, or roughly when your next stash of skin and hair care products will be with you.
If something is not in stock, we will either let you know at the time of ordering or as soon after the order has been placed as possible.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and vary delivery and/or billing addresses. Our overseas delivery partner Lush Distribution Limited can offer you an EU delivery service as part of the checking out procedure given we do not deliver to EU addresses.
After placing your order you will receive an automated acknowledgement.
We have a variety of delivery options for customers in the UK.
Our Next Day (£6.95) and 48 hour (£4.95) options will be sent via courier. They will be delivered between 8am and 8pm and will require a signature. If you should miss our courier, they will leave a card with a number that can be called to arrange redelivery for a different day. If you choose 24hr or 48hr delivery, your items will not be delivered on Saturday or Sunday; you must order before 3pm on Wednesday for 48hr delivery or 3pm Thursday for 24hr if you need your Lush products before the weekend. 24 and 48 hour delivery is unfortunately not available for all areas of the UK. To see a full list of postcodes covered by 24 and 48 hour delivery, or to see more information on our delivery options, please click here.
Standard delivery (£3.95) - If you select this option, parcels weighing less than 2kg will be sent with Royal Mail so keep your eyes peeled for your local postie! For larger orders (over 2kg), we will use a courier, which will require a signature upon delivery.
Delivery outside of the UK
Our EU delivery partner, Lush Distribution Limited, can provide EU delivery for you, but we do not currently deliver outside the UK to EU addresses. Please see Lush Distribution Limited's Terms and Conditions of delivery. If you are ordering for delivery to an EU address you will be offered Lush Distribution Limited's EU delivery service once you reach the shipping confirmation page. Your overseas delivery charges will be confirmed to you, before your order is accepted.
Alternatively, if you are ordering from overseas and don't want to incur the expense of overseas delivery you can also elect to have your products delivered to a UK address or you can select to collect these products at one of our UK Lush stores. These options can be selected as part of the Checkout procedure.
If you decline the costs of delivery offered by Lush Distribution Limited for EU deliveries and do not select the alternative of delivery to a UK address or collection from one of our UK Lush stores, Lush Retail Limited will not be able to process your order.
Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
Strikes, lock-outs or other industrial action.
Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
Impossibility of the use of public or private telecommunications networks.
The acts, decrees, legislation, regulations or restrictions of any government.
Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
After placing your order you will receive an automated acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched (for orders for EU delivery, Lush Distribution Limited will confirm the details of delivery).
For UK orders (i.e. orders to be delivered to a UK address) and non EU orders (i.e. orders to = be delivered to a non EU address), once we accept your order, a contract to purchase and deliver products takes effect between you and Lush Retail Limited. For orders to be delivered to an EU address, once we accept your order, a contract to purchase the products takes effect between you and Lush Retail Limited. If you have selected the EU delivery option) a contract to deliver the products to you takes effect between you and Lush Distribution Limited (please refer to the standard Lush Distribution Limited Terms and Conditions).
Once your order has been accepted, you just pay the sum that you see at the end of the checkout process, together with the delivery. Lush Distribution Limited's overseas delivery charges are collected by us on behalf of Lush Distribution Limited during the checkout procedure and we undertake to make your payment to Lush Distribution Limited on your behalf following receipt of your payment to us.
Upon receipt of your order for the products you will be charged for the products and the delivery costs (delivery costs for EU orders will be collected by Lush Retail on behalf of Lush Distribution Limited).
Products being delivered to a UK or non EU address by us will be at your sole risk from the time of delivery to you. Products being delivered to EU (non UK) addresses by Lush Distribution Limited or by collection at our Lush stores will be at your risk when such products are collected by Lush Distribution Limited (or Lush Distribution Limited's agent for you) from our premises.
The contract between you and us is legally binding. Your order constitutes an offer to us to buy a product. This does not affect your statutory rights. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order. This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
Our fresh face masks are like fresh groceries. They are made with only fresh ingredients and contain no preservatives; as a result, they need to be kept refrigerated. If you are ordering fresh from outside the UK, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
4. Payment and Security
We do not hold your credit card data. You do not enter any credit card data into the Lush site. When you come to pay for your products you leave our site and your payment is processed through Barclays' secure server.
We accept Visa, Mastercard, Electron, AMEX, Maestro and Visa Electron through Barclays. We now also accept PayPal payments. Redemption of gift vouchers online is not available.
Payments are processed through Barclays' secure server. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time. Lush Distribution Limited's overseas delivery charges are collected by us on behalf of Lush Distribution Limited during the checkout procedure and we undertake to make your payment to Lush Distribution Limited on your behalf following receipt of your payment to us.
You can also telephone your order to us; call +44 (0)1202 668545 to chat to our happy Lush Online team.
If you have a copy of your Lush Times, you can also send postal orders to our Lush Online team with a cheque, providing that it is drawn on a UK sterling bank account. Unfortunately, we cannot take foreign cheques. You can also send a postal order made to UK sterling, payable to Lush Retail Ltd. Please do not post credit card details to us. We will happily take your order over the phone.
You can contact Lush Online Monday-Friday 9am-9pm, Saturday 9am-5pm and Sunday 10am-4pm. They will also be able to help you with any advice or help you may need with any Lush products. Alternatively, please e-mail your queries, problems or questions to firstname.lastname@example.org.
5. Prices and VAT
Our prices, as stated on our website, are in pound sterling (£) and include VAT at 20%. You will be charged in pounds sterling even if you don't live in the UK. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our high street stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.
Where you have requested delivery to a UK or EU address, the price paid for the product will usually include UK VAT, and UK VAT will be shown on your email sales notification.
Where you are not a UK resident and you have requested delivery to a non-EU address, the products will normally be zero-rated and not subject to UK VAT, but the price paid by you for the products will remain the same as shown on the website.
Free delivery offers, when available, only apply to UK Mainland.
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering Products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering Products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
7. Cancellations and Returns
We aim to dispatch orders within one working day, so if you want to cancel an order without incurring a cost, you will need to do it before your order is dispatched. If you do cancel an order, please call us on +44 (0) 1202 668545 and let us know during office hours, or via e-mail to email@example.com. If you would like to change anything about an order we would recommend that, in the first instance, you give us a call on +44 (0) 1202 668545 or firstname.lastname@example.org to avoid having to pay for delivery again.
Returns need to reach us within 14 working days from the day after the item was received. Please enclose a note giving your name, address, phone number and order number, explaining why you are sending it back; we will then be able to refund you within 30 days of receiving a cancellation notice. If you are returning the items because you have changed your mind, you will have to pay the costs for returns.
Returns address: Lush Online, Unit 3, 19 Willis Way, Poole, Dorset, BH15 3SS
In the event of a damaged parcel
We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 working days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please call (01202) 668545. This applies to the UK only.
Not fresh, handmade baked goods. The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.
By use of this website you agree to our use of the above cookies. If you wish to opt out of their use please email email@example.com or we would be happy to receive your order by phone.
9. VAT Queries
Delivery costs will be added to your order and the final total will include VAT calculated on your products and the cost of delivery.
For orders delivered outside the EU, VAT will be deducted, as appropriate,from your total product value at the final part of your checkout process. For those outside the EU, authorities in your country may impose their own duties or taxes on incoming parcels. We are not responsible for any such charges.
VAT relating to delivery charges levied by Lush Distribution Limited in the case of EU deliveries is collected by Lush Retail on behalf of Lush Distribution Limited.
Registered Office 29 High Street, Poole, Dorset BH15 1AB, UK
Registered Company No. 3084750
Registered VAT No. 658855183