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 (25)


about 2 weeks ago

I don’t know the name of the girl that helped me today in the Brighton Lush store but she was a dream!! Seriously can’t thank her enough for how lovely, kind and helpful she was. My whole shop/time in the store felt like an experience and I really enjoyed it. Thanks Lush!


about 1 month ago

I tried to browse at one of your West Mids stores today. (I shan’t say which one as it’s not really the staff’s fault as they are told what to do). I was greeted at the door which was nice, but had not been in there even two minutes before two separate members of staff sidled up next to me trying to ‘help’ and being really fake-cheery with rehearsed open-ended questions that just do not sound genuine. I cannot stand pushiness and I am not alone in this. Some of us just want to look around, get inspiration and see what’s new in shops. There’s always plenty of staff hanging around to ask if we do need assistance, and it should be easy for staff to spot who genuinely does need advice and guidance (eg customer squinting at list in hand, puzzled looks at shelves etc). I walked out as quick as I could and didn’t buy purely because I felt harassed and uncomfortable so this has lost you sales today. I was dressed smartly so hopefully didn’t appear to be an undesirable who you might wish to closely observe, but this does cross your mind when you are pestered.


about 1 month ago

I bought my 9th pot of cosmetic warrior few days ago before I have to leave to another country for a trip and last night I found out it was already used item. Since I won't be in the country for a trip by tomorrow and planning on using it while I am away, I called the shop and had to "visit the shop" again, spending yet more money. When I visited the shop and asked for the supervisor, she showed up with the new pot of cosmetic warrior and a deformed 'full of grace serum' that was covered with dust and fluff. I was so greatful until I saw the condition of the item. It was clearly something that they had lying around in the back of the shop that they just palmed off on to me. I am not happy with how Lush treats a loyal customer like myself. Seriously questioning whether I'll ever go back again.


about 2 months ago

A big thank you to Abi at the Cribbs Causeway store. She helped with choosing multiple products for my girlfriend, explained loads about everything I needed to know. Very professional, friendly and fun. Product knowledge was good too. Thanks!


about 2 months ago

I went into your Exeter store on the 8th of December, and was served by Annwil, what a credit to your store she is, from when I got to the till until I left the store she was chatty, attentive and made me feel really welcome and valued as a customer. I had a knot wrap she took me to one side so I didn't feel rushed and told me all about it, even how to revive the knot ready for Xmas day. Thank you Ann


about 3 months ago

I would like to say thank you to Savannah at Lush in Liverpool Street, She had been more than helpful and made my Lush experience something really special! I have been to Lush stores before and they were nothing like the level of customer experience I experienced from this store.I really felt like the products and services she recommended were tailored to me! Very happy with the service from Savannah and the products that she recommended. Thank you Lush and Savannah!


about 3 months ago

I came to your Croydon store last week to purchase 3 bath bombs for my friends 3 year old daughter who loves you products, makes her feel like a princess ! I was served by Nicky, from your Poole store/head office, I received the most amazing customer shopping experience, her product knowledge was second to none, polite and warm and made me feel very special. £ 110 later !, I bought bath bombs, soap, perfume,face mask,shampoo bar, conditioner all of which I adore and did exactly what Nicky said it would. Congratulations to Nicky and Lush. Please thank her on my behalf. I look forward to my next visit to your store.

about 10 months ago

I've loved your products for years and this is the first time I have needed to complain. I bought Celestial face cream to replace the one just finished, but it isn't Celestial! The fragrance (hardly any!) is not the same and the texure of the cream is entirely different. It seems the cream belongs to a different product and has been put in the wrong pot.


about 11 months ago

Hello, over a week ago I purchased Let the good times roll (I've been using this cleanser for over a year now) however this evening I was cleansing my face and i noticed that there was red spots on some of the product which I believe is blood! And I'm sure it isn't my blood because I always wash and check my hands before using any skincare products as I am very cautious when it comes to my skin especially my face! I feel so let down my this. Please can you advise me on what I should do

Lush Customer Care

about 11 months ago


Hello, Please email us at [email protected] and we can look into this for you.