We want to give you the best shopping experience, so please take a moment - honestly, it won’t take long - to read about how all this works. It will take you through our remote payment terms and other policies which apply. These terms cover any in-store orders and remote payments you make for products, experiences or events (such as our fun Lush Parties).
Thanks very much for reading.
You have to be 18 or over to use our remote order and payment service. This service is not aimed for use by minors.
By placing an order you agree to give:
Your real name
Your e-mail address
Your billing address
Your payment details
A delivery address, if this applies, (this may be the same as your billing address)
A contact phone number (in case we need to speak to you about your order).
The purpose of processing this information is that it is necessary for the performance of a contract with you.
At the moment our remote payment service is currently only available in UK stores.
If the technology fails us or, we make a genuine mistake, your remote order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have made a provisional order in-store (whether for our products or for an event or experience), we will confirm your order via a link sent by email or text. You will then have up to 48 hours from us sending you the email link or text to make payment.
You can make payment remotely to complete the order by keying-in payment details via phone, mobile device or the Internet. Please note that sometimes this period may be longer and if that’s the case, we’ll let you know. If your product(s) is to be collected in-store we will send you a text or email when they are ready for collection.
If you’re using our remote ordering and payment service for an event or experience, we want to make sure you have a great time, so please book these at least 1 month in advance, particularly if they're with 20 or more people.
Please note that our Standard Terms and Conditions apply to all orders for products, which are available to view here. If there is any conflict between our Standard Terms and Conditions and these Terms and Conditions, the latter will apply.
When you make a remote order for any of our events or experiences other terms and conditions may apply. We will let you know about these terms when you place your order.
2. Prices and VAT
The price of the products, event or experience are confirmed in-store when you make a remote order and are fixed at the point in which we send you a text or email with the remote payment link. Our prices are in pound sterling (£) and include VAT, where applicable. You will be charged in pounds sterling even if you don’t live in the UK.
3. Payment and Security
Our remote payment service is provided by a third-party, Encoded Limited, who do the techy bits to help us process your order and provide you with the text or link to make payment remotely (this is separate to our website, you do not enter any payment details into the Lush site). They convert and encrypt your payment details which are then processed by Ayden’s secure servers. They do not store any of your payment details, and neither do we.
We accept Visa, Mastercard, and AMEX, through Adyen.
Payment will be taken in British pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
4. The Contract
When we receive cleared and full payment from you a legally binding contract will exist between us and we will have accepted your offer to us to buy our product(s), event or experience at this point.
If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend the order. This includes non-payment of ordered products, non-collection of any products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
When you place your order we will tell you when it will be ready for collection and when it needs to be collected by. Please ensure you bring details of your order and photographic ID with you (such as a driving licence or passport). If you do not collect your items within this period the order will be cancelled and we will issue you a refund. If you have any issues with collecting your order, you need an extension or someone else to pick it up for you, please let us know by giving us a call on: +44 (0)1202 930051 or, email us via: [email protected] and we will do our best to arrange this for you.
7. Cancellation and returns
You have a legal right to cancel a contract which starts from the date we receive a successful payment from you, which is when the contract between us is formed. You have a period of fourteen days in which you may cancel, starting from the day after the day you collected the products or made a cleared payment for an event or experience. Days mean calendar days, including weekends and public holidays. If you cancel a contract with us during this period you will also have to return your products to us, which you can do at any Lush store.
If you need to cancel a booking for an experience or event where it’s necessary due to unforeseen circumstances we will always aim to reschedule. If this is not possible, you will be able to spend your gift card balance in-store.
We have a legal duty to supply products that conform to the descriptions and specifications in the contract between you and us. As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or misdescribed, we will refund the price of a defective product in full and any reasonable costs you incur in returning the item to us.
8. Your Statutory Rights
Nothing in these terms affects your statutory rights.
We may vary these terms from time to time. If we do, we will replace these terms on our website with our new terms and let you know about any material changes.
10. Governing Law
These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction.
If you have any questions or queries about these terms and conditions or regarding the remote payment service, please contact us via:
Live chat available on our website
Email: [email protected]
Call: +44 (0)1202 930051
You can contact Lush Customer Care Monday to Friday 8am to 7:30pm. Saturday 9am-5pm. Sunday 10am-4pm. Bank Holidays 10am-4pm. We are closed Christmas day, New Year’s Day and Easter Sunday.