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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 (42)
42 Comments

about 1 month ago

I would like to either get a suitable alternative or refund for the henna product I bought. I used half to see if it would work on my hair and unfortunately it didn't. I was quite unhappy with the coffee granules included in the product as it really didn't combine well with my very coily afro hair, which even after multiple washes and days later I still find dry granules in my hair. Any advice would be very much appreciated.

Lush Customer Care

about 1 month ago

Staff

Hi there,
So we can get this sorted for you, please could you pop us an email at [email protected] and we can get this sorted for you. ~ Tasha

jessicameadows996_6610558

about 6 months ago

I would like to return a product but I wasn’t given a receipt after the purchase. What do I do??

Lush Customer Care

about 6 months ago

Staff

Hi there, Please pop us an email to [email protected] and we can help you get this all sorted. ~ Tasha

firoznooralij_7026783

about 7 months ago

LUSH IS A GOOD QUALITY SKIN BEAUTY PRODUCT, I ALWAYS USE AND FIND A BIG DIFFERENCE

daisywhiteman_7016547

about 7 months ago

Was served today (8th December 2019) in the Leicester Highcross Lush by a lovely woman called Beth. I went in to try out the shampoo and conditioner bars and she took so much time to get to know what type of hair I have and then carefully picking out the best products on the basis of my hair type, she then showed me how to use them and was just so helpful and lovely, thank you Beth, you're a star!!! :)

about 6 months ago

Highcross store? Do you mean Gallowtree gate?

Lush Customer Care

about 7 months ago

Staff

Thankyou so much for your lovely feedback! :) ~ Sam

yokomaya

about 10 months ago

Slightly overdue review,but earlier this year I visited the Oxford Street branch with my best friend,who is also a fellow Lush employee at Reading. We were served by the loveliest colleague named Liberty,who was so patient and easy to talk to,as well as very knowledgeable about a long list of products. My friend and I enjoyed her service,we actually spent 6 hours in there! After our excellent time there, Liberty was kind enough to give us a free gift of bath bombs,as a good will gesture. This really made my day,because not only had I made a genuine friendship with a lovely person,but was also spoilt with a Lush product.

Hannahmsavvides_6882104

about 1 year ago

Just been served by Charisse in Trafford Manchester and she was so helpful and nice. Really good customer service and lovely person x