Some questions and answers
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 'distance 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, 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 running demonstrations?
As things are changing rapidly around the country 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 can offer.
The Lush Lens app is a fantastic informative way to experience virtual demos of our naked products. You can download it on iOS and Android.
If you’d like to try a product before purchasing, please feel free to ask the team member for a contact-free demo and they will be able to facilitate this safely and hygienically for you. Alternatively, please ask for a sample to take away and try at home.
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?
Our opening hours vary from shop to shop so please check out your local store’s hours on the shop pages here.
Do I have to wear a face mask to shop in-store?
As per the latest government advice, for the protection of others, we are kindly asking all customers to ensure that they are wearing a mask or face covering before entering any of our shops, unless they have a medical reason not to or any other exemption.
Can I order over the phone/email with the store and just pick it up, pay and leave?
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. 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.
You may have seen recently we’ve updated our bring it back scheme to offer you more choice; for further information take a look here.
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 or limited until we have received clear updates from the government. Please contact your local shop for further information on what they can offer at this point.
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 lockdown. 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?
Yes. Our shops will be taking cash and card payments. 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.
If you have any further questions, please give our friendly Customer Care team a call on 01202 930051