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 everything from ordering and paying online to delivery, using the website, and details about us. Thanks very much for reading.
Payment and Security
Prices and VAT
Cancellations and Returns
Address for any returns:
Unit 5/7 Witney Road
Nuffield Industrial Estate
We are Lush Retail Limited (company registration number 03084750) of 29 High Street, Poole, Dorset BH15 1AB.
At Lush, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.
We Believe in Excellent Service
We believe our Lush Customer Care team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, call our team straight away on (+44) 01202 668545 or email [email protected] We aim to provide high quality service and all feedback helps us to improve each time.
We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as humanly possible. Next day delivery is available, but unfortunately not available for all areas of the UK. To see a full list of postcodes covered by next day delivery, or to see more information on our delivery options, please click here.
Everyone is allowed one customer account, but you have to be 18 or over to do so. By placing an order on our website, you agree to give:
Your real name
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)
If the technology fails us or we make a genuine mistake, your 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 placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected, you then have a rough idea of when to start running the bath or shower, or when your next stash of skin and hair care products will be with you.
If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.
After placing your order you will receive an automated acknowledgement.
If you have a complaint relating to our Terms and Conditions or our products, we will attempt to resolve the complaint using our internal complaints-handling procedure. If the process is exhausted and the complaint is not settled in this way, you may make a request to us for the dispute to be settled by mediation through The Retail Ombudsman or Online Resolution Dispute Platform. If you make such a request, we shall consider whether or not we wish to use The Retail Ombudsman to try to resolve the dispute but we are not obliged by law to do so. If we agree to submit a dispute to The Retail Ombudsman, we shall notify you and you may (i) complete the online form on the Retail Ombudsman website or (ii) send your complaint using a paper form to The Retail Ombudsman, 33rd Floor Euston Towers, 286 Euston Road, London NW1 3DP. Further information on the Retail Ombudsman can be found here.
We have a variety of delivery options for customers in the UK.
Our Next Day (£6.95) option will be sent via courier. It will be delivered between 8am and 8pm and will require a signature. If you should miss our courier, they will leave a card with a number that can be called to arrange redelivery for a different day. If you choose 24hr delivery, your items will not be delivered on Saturday or Sunday; you must order before 3pm Thursday for 24hr if you need your Lush products before the weekend. 24 hour delivery is unfortunately not available for all areas of the UK. To see a full list of postcodes covered by 24 hour delivery, or to see more information on our delivery options, please click the delivery link on the right.
Standard delivery (£3.95) - If you select this option parcels weighing less than 2kg will be sent with Royal Mail, so keep your eyes peeled for your local postie! For larger orders (over 2kg), we will use a courier, which will require a signature upon delivery.
Delivery outside of the UK
We can ship orders globally from the UK website, see here for a list of countries we ship to and applicable shipping rates. We will confirm the cost to deliver your products at the checkout but prior placing your order. The delivery cost is determined by a combination of the size and weight of the order and the destination.
Alternatively, if you are ordering from overseas and don’t want to incur the expense of overseas delivery you can also elect to have your products delivered to a UK address. This option can be selected as part of the Checkout procedure.
If you decline the cost of shipping as part of the Checkout procedure, and do not select the alternative of a delivery to a UK address, the when we will not be able to process your order.
Delivery time to overseas destinations will vary depending on the delivery destination, for details see here. In the event that your order has not arrived within a reasonable period of time please contact Lush Customer Care Team on (+44) (0)1202 668545 or email [email protected]
We may split delivery of your order into several parts based on the stock availability. You will not be charged extra for this facility.
Any personal information you provide to Lush Retail Limited directly or via Lush.co.uk and from which you can be identified is stored securely and confidentially and will be processed fairly and lawfully in accordance with our privacy notice.
So that we can deliver your order to you, we will provide your details to our couriers and postal service providers that deliver your order.
Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
- Strikes or other industrial action.
- Civil commotion, terrorism or threat of, war or threat or preparation for.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies.
- Disruption to public or private telecommunications networks.
Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.
Once we accept your order, a contract to purchase and deliver products takes effect between you and Lush Retail Limited. You pay the sum that you see at the end of the checkout process, together with the delivery. Upon receipt of your order for the products you will be charged for the products and the delivery costs.
Products will be at your sole risk from the time of delivery to you.
When we confirm acceptance of your order by confirming the products have been despatched a legally binding contract will exist between us. If we do not confirm acceptance we will refund your payment.
Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website 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.
Our fresh face masks are like fresh groceries. They are made with only fresh ingredients and contain no preservatives; as a result, they need to be kept refrigerated. If you are ordering fresh from outside the UK, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
4. Payment and Security
We do not hold your credit card data. You do not enter any credit card data into the Lush site. When you come to pay for your products you leave our site and your payment is processed through the Adyen secure server.
We accept Visa, Mastercard, and AMEX, through Adyen. We also accept PayPal payments through Adyen. Redemption of gift cards online is not currently available, but they can be redeemed by calling +44 (0) 1202 668545 and quoting the gift card number to a member of our Customer Care team.
Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
You can also telephone your order to us; call +44 (0)1202 668545 to chat to our happy Lush Customer Care team.
You can also send postal orders to our Customer Care team with a cheque, providing that it is drawn on a UK sterling bank account. Unfortunately, we cannot take foreign cheques. You can also send a postal order made to UK sterling, payable to Lush Retail Ltd. Please do not post credit card details to us. We will happily take your order over the phone.
You can contact Lush Customer Care Monday to Friday 8am to 8pm . Saturday 9am-5pm. Sunday 10am-4pm. Bank Holidays 9am-5pm. We are closed Christmas day, New Years Day and Easter Sunday. From October to Feb we are open 7am to 9pm Monday to Friday, with the above exceptions.
5. Prices and VAT
Our prices, as stated on our website, 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. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our high street stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.
Where you have requested delivery to a UK or EU address, the price paid for the product will usually include VAT at the applicable rate, and the applicable amount of VAT will be shown on your email sales notification.
If you have requested delivery to a non-EU address, the products will normally be zero-rated and not subject to UK VAT, however the total amount charged for your order will not change.
BitPay are based in San Francisco and are one of the leading payment service providers for merchants looking to accept payment in the bitcoin currency.
Before you can pay with Bitcoin you will need to get yourself some Bitcoin from the numerous exchanges on the web (or even at some Biccoin ATMs around the country) and store these in a wallet. When you get to the payment option screen you will be presented with all of the ways you can pay, including Bitcoin. If you choose this method of payment then you are taken via a secure link to BitPay (our third party provider of the payment service - we do not hold any of your Bitpay details) whereby the price of the product (in GBP) is converted into the relative value of Bitcoin in real time. You simply then scan the QR code on the screen and hey presto, that amount of Bitcoin is removed from your Bitcoin wallet and your fresh, handmade products will be on their way to you.
If you are unhappy with your product then our no quibble refund policy still remains. You will be refunded using GBP as the base currency for the price of the product (including VAT where applicable), converted into Bitcoin at the current rate at the time of the refund.
We follow this process to ensure that the equivalent sterling amount you pay at time of purchase is also returned to you (in Bitcoin). Due to the volatility of Bitcoin we do not refund at the rate in force at the time of purchase, this is to protect both you and us from any wild fluctuations in the Bitcoin rate. This could mean you receive more or less Bitcoin than what was paid at the time of the transaction, however the equivalent sterling value will still be the same.
Once a refund has been submitted, please allow 1-2 business days for the refund to be processed. You will then receive an email from BitPay with a link to follow to download your refund back into your Bitcoin wallet.
This can be confusing so please don’t hesitate to contact our Customer Care team who can explain the process further.
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering Products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering Products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
8. Cancellations and Returns
We aim to dispatch orders within one working day, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please call us on +44 (0) 1202 668545 and let us know during office hours, or via e-mail to [email protected] If you would like to change anything about an order we would recommend that, in the first instance, you give us a call on +44 (0) 1202 668545 or email us at [email protected] to avoid having to pay for delivery again.
You have a legal right to cancel a contract which starts from the date we confirm your order has been despatched, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products. Days mean calendar days, including weekends and public holidays.
To cancel a contract, please contact us in writing to tell us by sending an email to [email protected] or by sending a letter to Customer Care, Lush Digital, Unit 22-23 Dolphin Quays, The Quay, Poole, Dorset, BH15 1HU. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us. You need to inform us of your decision to cancel before the 14 day cancellation period has expired.
Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel. You can return products by sending them to our Returns Address below. Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
If you cancel a contract within the 14 day cancellation period, you will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for. You will not be refunded for any costs you have incurred for returning the products to us. Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us. Where the products have not been delivered to you, we will process the refund within 14 calendar days after the day we were informed of your decision to cancel the contract. Unless you expressly tell us otherwise, we will refund you on the credit card or debit card used by you to pay for the products.
We have a legal duty to supply products that conform with 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 mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
Details of your legal right to cancel and an explanation of how to exercise it are provided in the confirmation of despatch.
Returns Address: Lush Online, Unit 7, Witney Road, Nuffield Industrial Estate, Poole, Dorset, BH17 0GL
In the event of a damaged parcel
We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please call (01202) 668545. This applies to the UK only.
10. VAT Queries
Delivery costs will be added to your order and the final total will include VAT at the applicable rate calculated on your products and the cost of delivery.
For orders delivered outside the EU, VAT will not be chargeable, although the total cost of your order will remain unchanged. For those outside the EU, authorities in your country may impose their own duties or taxes on incoming parcels. We are not responsible for any such charges.
11. 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.
13. Governing Law
These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction.
Lush.co.uk is a site operated by Lush Retail Limited whose registered address is 29, High Street, Poole, Dorset, BH15 1AB, Company Number 03084750, VAT Number GB 241 7442 22.