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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 (45)

about 1 month ago

I bought on-line and was very disappointed that the items were packed in polystyrene pieces. This is one of the most dangerous forms of plastic for polluting the seas, as it breaks up quickly into micro-particles. Why could they not be packed in shredded cardboard or paper? The soap I purchased was covered in pieces of micro-plastic as a result.


about 1 month ago

Hi! They're actually a product called Eco-Flo and made of potato starch, meaning they're completely biodegradable and environmentally friendly. You can drop them in water and they will completely dissolve, or they are safe to throw away :)


about 2 months ago

Your products are great but I really feel for your staff. Stop making them ask 101 questions as soon as you walk in the door. If I need assistance, I will ask. Many people I've spoken to say they are told to compliment the customers, to ask lots of questions....your staff are fine. Your advice to them is the problem. You pride yourselves on being ethical but please extend that courtesy and kindness to your workers.

about 4 months 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 3 months ago


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


about 8 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 8 months ago


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


about 9 months ago



about 9 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 8 months ago

Highcross store? Do you mean Gallowtree gate?