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Customer Experience

Because the customer is always right.

Enjoy effective products produced without exploitation of people or planet, safe in the knowledge that all ingredients are vegetarian and that we do not test any of our products or ingredients on animals. We continue to furiously campaign against the implications of REACH

Return your black pots to us

If you return five clean, used Lush black pots to our shops, you'll get a free, fresh face mask in return. See below:

Black Pot recycling scheme

No Quibble Refund or Exchange Policy

Exchange any product or gift you are not satisfied with it for whatever reason. You, the customer, are always right and if you are not happy with a Lush product, let us find a suitable alternative which will knock your socks off. 

If you would prefer a refund, then no problem; just bring the product and your receipt.

If you are unsure of which products will be suitable for you, let us give you a consultation with samples to try.

See more of our Lush policies and positions

Comments (58)
58 Comments

Vin

about 2 months ago

Currently searching for a soothing oatmeal soap and I’m surprised there is nothing being launched. I fell in love with Snowcake and my skin loved it’s creamy texture and I thought one would have been launched this year to help combat the drying from hand sanitizer. Please bring out a soothing oaty soap my skin will thank you.

Lush Customer Care

about 2 months ago

Staff

Hi there, have you tried Honey I Washed The Kids soap? https://uk.lush.com/products/soaps/honey-i-washed-kids or Sultana of Soap? https://uk.lush.com/products/soaps/sultana-of-soap These two are really moisturising and I find they can combat the drying effects of Hand Sanitisers. :-)

Juweriyah1234_6415913

about 2 months ago

I made a huge lush order during the Christmas sale. Once my order was arrived a few of the items were missing. I called up lush customer service spoke a lovely, polite and helpful lush employee named Johnny. Johnny was very professional, was able to sort out all my queries and offered to throw in a extra complimentary product. Which I am very grateful for and excited to try. I have never had a bad experience at lush its 5 star all round customer service both instore and over the telephone. Always happy shopping at lush and will continue to do so.

susan.t.williams_6664192

about 3 months ago

Snap! what a coincidence! Plus the phone number 01202 090051 printed on the delivery note goes dead as soon as you dial! In desperation I tried a 3rd number which happened to be the press office and I spoke to a female who assured me that she would pass my name and number onto customer services - still waiting for a phone call or any contact 48 hours later. I bought 2 Snow Fairy Wonderball 3 Bath gift bomb at £8.50 each and one was smashed! I also bought 17 Winter Garden Bath Bombs which I requested on 'delivery requests' for them to be individually bagged as I wanted to give them to colleagues as I was leaving my job - they weren't and I spent a not so jolly afternoon wrapping each one badly! No doubt someone will say all 21 bathbombs were not wrapped to save the planet but the box they came in contained enough polystyrene to fill my very tall kitchen bin one and a half times! So I add my comment to this one as speaking to Lush employees (press office) or emailing at [email protected] hasn't made a difference! This order cost £88 and I am so disappointed with Lush! I am starting to wonder if Lush really does care!

ciaraar_7234186

about 2 months ago

Hey, Just an FYI - the polystyrene is recycle friendly. It’s a pity you didn’t recycle them appropriately. At least you will know for the future.

LoopsyDaisy

about 4 months ago

Really upset that I've not heard back from Lush "wecare" re: a missing item in my Lush Kitchen box - I pay a premium for the box and it's unusual to not hear back after 2 emails and a phone call (where unfortunately I was left on hold for 30mins). Pls can someone contact me? Thanks.

Lush Customer Care

about 4 months ago

Staff

Hi there
We are so sorry we are receiving a huge amount of emails, messages, and calls at the moment and we are getting through them as fast as we can so thank you for your patience we will get back to you.

brodieobrien

about 4 months ago

Hi, I like to say a big thank you to Adara for sorting out my delivery issue. Adara dealt with it quickly and professionally. Kind regards BW

about 4 months ago

I ordered oh Christmas tree and fairy gift set over a week ago never received it yodel say they haven’t got it have emailed and messaged you an ring but have had no reply getting a bit fed up now normally never have a problem with lush but this is ridiculous

Lush Customer Care

about 4 months ago

Staff

Hi there, I'm very sorry to hear this, please pop us an email to [email protected] or chat with us on the website. We'd be more than happy to look into this for you. ~ Tasha