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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 (40)


about 2 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 2 months ago


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


about 3 months ago



about 3 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 2 months ago

Highcross store? Do you mean Gallowtree gate?

Lush Customer Care

about 3 months ago


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


about 7 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.


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


about 1 year ago

Hi I was in the Birmingham store last week and purchased 4 products. The lady (Bailey I think her name was) done 2 separate transactions as one was cash and 1 was card but only gave me 1 receipt i wouldn’t have minded but I need to return something but it isn’t on the receipt I have it’s on the one the woman didn’t give to me which also was the cash transaction. I was really annoyed when I got home.


about 1 year ago

Today I was served by a girl named Rati in the Bluewater store. Her customer service was absolutely amazing! After being ignored by a manager and remember of staff (they literally walked away) Rati asked if me and my mum needed any help. Her knowledge of the products was very impressive and she helped us find everything we wanted!! Amazing customer service and a truly lovely genuine person. Couldnt have had a better experience at Lush in Bluewater.