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Shop openings - Key information

We’re thrilled to be opening up our doors once more and are ready and raring to serve you. Your Lush Retail team will be on hand to support you when you arrive at your local Lush store. However, if it’s a quick question that you want answering or you are wondering what your new Lush shopping experience will be like, we thought it might be handy to pop a list of frequently asked questions together for you to peruse at your leisure. These questions and answers are specific to Lush UK and Ireland, but check out local websites for all the latest updates from other countries.

What changes have you made in store to ensure the safety of your staff and customers?

We have been leaning on government guidelines, and our own additional measures to ensure that we are doing all that we can to provide the safest possible environment for both our staff and customers to return to. These measures include:

  • Upon returning to work all staff will undertake health and safety training in accordance with government guidelines.

  • We have sourced recycled and recyclable perspex screens for our till areas.

  • We’ll be providing our staff with face coverings to wear on their way to and from work as well as in store.

  • Staff will continue to be provided with gloves to use when appropriate. 

  • Following government guidelines we’ll be limiting the number of people in store at any one time; this number will vary depending on the size of the individual store.

  • Stores will have clear floor markings making it easier for customers and staff to adhere to the 2m distancing rule in place.

  • Following Government guidelines, and for the safety of staff and customers, we’ll be operating our stores with a lower staffing level than you’re used to seeing. Over the course of the next few months our teams will gradually be increased as and when it’s safe to do so. Rest assured, staff will still be available to answer any questions and offer help when needed.

  • We’ll continue to ensure soap and warm water is available for staff and customers to wash their hands regularly. We would be grateful if you would wash your hands when you arrive in the shop.  You are also very welcome to wash them again before leaving.

  • Frequent touchpoints such as baskets and pin pads will be cleaned after each use.

  • Stringent cleaning measures will continue to be in place around the store.


Some stores are quite small. Are you going to limit the number of people in-store? How are you going to implement social distancing rules?

We’ll be following the government mandated sqm per customer guidelines in all of our shops. We have experience of putting closely monitored queues in place to adhere to fire safety capacity during the busy Christmas season. Our teams will ensure that social distancing is a priority, in order to ensure their own safety and that of our customers. Where there is not sufficient space to do this, we have the option of setting up kiosk-style selling at the front of our shops.

Stores will have clear floor markings making it easier for customers and staff to adhere to the 2m distancing rule in place.


Will I be able to receive a consultation?

Our consultations will look and feel a bit different to usual, however staff will be able to answer any questions and offer recommendations based on your requests from a safe distance. 

Our stores are very active on social media and most stores will have the capacity to offer consultations online or over the phone so please reach out to your local store to see if this is a possibility. 


Are you still doing demos?

As things are changing rapidly around the UK&I this is very much dependent on each store location. Stores are monitoring local government guidance and evaluating the ‘r rate’ in their area to decide what level of customer experience they are able to offer. 


Are you still putting testers out?

No, not at the moment. We love having our products on hand for our customers to explore, but it’s not socially responsible at the moment. Some stores, depending on what’s happening in their local area will be able to provide customers with safe, tailor made samples. Some stores will also be a position to provide you with a suitable amount of product to try in store if you wish. If you purchase an item that isn’t suitable this can be returned. 


Are your naked products safe?

In the same way that supermarkets are continuing to sell unpackaged food, we will continue to display and sell naked cosmetics. To the best of our knowledge, and from the external advice we have sought, there is very little chance of viruses surviving on the surface of naked products. However, we know that naked products are going to make some people a bit nervous, so for peace of mind customers can request an item they wish to purchase from our stock, rather than the display.

At this time, hand hygiene is more important than ever, so please ensure you wash your hands before applying anything to your face.


Are your opening hours the same?

We’re initially looking at opening for 7 hours per day. This will then increase once our shop teams know what a typical day looks like, and what the challenges are.


Do I have to wear a facemask to come in-store?

For the protection of others, along with our staff, we’re inviting our customers to wear a face covering when they visit our stores if they feel comfortable to do so.


Can I order over the phone/email with the store and just pick it up, pay and leave?

This will be dependent on staffing levels and storage facilities in each shop. Please contact your local store to enquire if this is a possibility. You can find store contact details here


Will I still be able to return my black pots?

Yes! We’ll happily take back your black pots in exchange for a free fresh face mask, subject to availability in store. Please ask a member of staff where they would like you to leave your pots. They’ll then safely return them to our Green Hub in Poole.

Will your stores with services such as spas, hairdressing and makeup services be open?

Whilst the stores offering these services will be opening, the services themselves will continue to be suspended until we have received clear updates from the government. 

If you have a spa voucher that is due to expire please contact our customer care team on 01202 668545 who will be happy to extend these for you. 


Can parties take place? 
In store parties have to continue to be suspended, however, we know our customers haven’t stopped having birthdays during lock down. Digital party formats are currently being worked on by a select number of stores. Call your local shop and ask if they are offering these options. 


Can I pay with cash? 

For the time being we won’t be taking cash payments. This will be frequently reviewed. The contactless limit for VISA, AMEX and Mastercard payment cards in the UK has been lifted to £45. Above that limit you can still use the touchpad - we will be cleaning it after each customer.


Comments (7)


about 2 months ago

Awesome news! Quick question: testers will not be available but "If you purchase an item that isn’t suitable this can be returned." Does that include perfume? Thank you xxx

Lush Customer Care

about 2 months ago


Thanks for getting in touch. Please contact us via email or live chat ~ Sam


about 3 months ago

Hi, are you accepting gift cards for payments at the moment? Thanks :)

Lush Customer Care

about 3 months ago


Hi there! Our shop teams are able to accept gift cards, yes :)

Are you able to say which shops will be opening and when? Thanks :)


about 3 months ago

Will you still have your fresh face masks available for purchase? Thank you and stay safe!

Lush Customer Care

about 3 months ago


Hello! Yes they will be available whilst stocks last. :)