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Your questions answered

It’s so lovely to see you again - we’ve missed you! 

We’re thrilled to be able to serve you once again and are ready and raring to help you with your online orders. Our Customer Care team are on hand, and very happy to chat you through our product range or even help you out with a personal consultation, you can find all the information on how to get in touch with them here. However, if it’s a quick question that you want answering, we thought it might be handy to pop a list of frequently asked questions together for you to peruse at your leisure.

 

 

 

Why have shipping costs gone up to countries outside of the UK?

Due to the impact of Covid-19, our international courier costs to countries outside Europe have been increased. This is now reflected in our shipping costs. You can find out more information on our shipping and delivery here.

Are the naked products safe to use? 

We sought medical advice at the start of the outbreak and all the advice we have been given tells us that the virus would have difficulty surviving on our products. As a precautionary measure we removed all testers from our shop shelves as multiple hands pick up and put fingers in the product throughout the day.  But your product will have been manufactured and handled carefully by only our internal staff who, similar to food manufacturers, are following safe practice advice.

As always when using products you should follow normal hygiene practices of applying with clean hands and storing the products in a clean, dry place.
 

Why are you reopening your website again, even though the Government has extended the lockdown?

The Government has always tried to encourage e-commerce to continue.  However, we shut our website to give us the time and space to rearrange our workspaces so that the staff handmaking the products and those packing the orders can do so safely, whilst sticking to the government guidelines on social distancing.  We have also split the day into shifts, so that less people are using the buildings at any one time.  It is vital that our staff and our customers feel safe and comfortable with the arrangements, so it was worth taking the time to get this right.

At the beginning of lockdown we also contacted the Government to clarify whether we should keep our product making and web orders going and they replied saying that ‘given the public health advice for individuals to keep washing their hands we see this as an important industry’.

 

What precautions are you taking in your Fulfilment team that make you feel confident to reopen?

We've spent the last few weeks reorganising ourselves, getting our ducks in a row and ensuring the safety of all our manufacturing teams, pickers and packers. We believe in happy people making happy soap, so we have taken the following steps, amongst others, to ensure this firmly remains the case:

  • Introduced floor markings throughout our hand making, packing and despatch areas, to make it easier for people to keep a minimum of 2 meters distance between themselves and their colleagues. 

  • The space has been redesigned to allow for increased distance between work-stations, in the interest of creating a safer and more comfortable environment for our colleagues to work within.

  • Additional shifts have been put in place to allow for a reduced number of people in a working space at any given time.

  • The same colleagues will be working on the same shifts together, to minimise unnecessary contact with members of different teams. 

  • Staggered breaks have been introduced to make rest times safer, easier and more practical.  Also time for extra handwashing has been built in.

  • We are also ensuring the provision of safety equipment throughout our manufacturing and fulfilment teams.

  • We have scheduled a rota of extra constant cleaning of the workspaces, doors, corridors and communal areas.

 

How are you looking after the other staff that are working?

Staff are working from home where possible, but you can read more information on the steps we have taken across the business, here:

https://weare.lush.com/lush-life/our-company/covid-19-lush-updates/

 

Comments (29)
29 Comments

bongbo10_7183665

about 6 days ago

Among the customers of the rush.. Why are there so many facts that make you crazy about this nonsense... I don't understand. I'm thinking of taking samples for granted...

pao.aleman2003_7173027

about 1 week ago

Good afternoon, I placed an order for Lush and I received today, all good, all the products I had ordered, but I thought they would send me product samples. I have seen many YouTube videos of Lush, and they all speak highly of the subject of the samples, so I am a little sad that I did not receive, because I wanted to try more products on this page. Is there a reason why we haven't sent or are you having any kind of problem? Have a good day, and thanks!

Lush Customer Care

about 1 week ago

Staff

Please get in touch via email or live chat so we can look into this for you ~ Sam

about 2 weeks ago

Very disappointing service as a first time customer. Placed an order on 26th May and no indication of an anticipated delivery date either by email or order status saying being processed. This is a gift for someone and it's quite embarrassing now.

Lush Customer Care

about 1 week ago

Staff

I'm so sorry to hear this. Please get in touch via email or live chat with your order number, so we can sort this for you ~ Sam

about 3 weeks ago

i'm so so disappointed, i ordered on 22nd may, being told 15-20 days i allowed until 15th june before replying given the current situation with cover, i was told then that my order would be sent that day via next working day delivery, its now the 20th june and nothing, I've also been trying since yesterday to chat with lush and no luck. i've been so loyal to lush over the years, never buying cleaning products etc for myself or partner from anywhere else... now I'm not convinced i fancy parting money here in the future. when i spend £85 on soap i kind of expect a little more to be honest....

Lush Customer Care

about 3 weeks ago

Staff

Hi Scott, please do get in touch with us at [email protected] so we can look into this for you - Laura F

about 3 weeks ago

Please bring back the Rock Star soap!

missymalice_7020883

about 3 weeks ago

Why is vat not included on the item? Bit of shock when my order added £11 vat. I was very tempted not to bother. Shocking. I spent enough as it is.

Lush Customer Care

about 3 weeks ago

Staff

Hello, I think there has been some confusion. All the prices on the website INCLUDE the VAT. When you go to check out it then brakes the price down to show you how much VAT you are paying for each product. This is already included and is not added on at the end.

For example, If you add a product to your basket for £10 and go to check out it will display product £8 VAT £2 total £10

Thank you. : )