On UK Bank Holidays the Customer Care team will be available to answer your queries from 9am to 5pm UTC. These times may vary. We are closed on Easter Sunday, Christmas Day and New Year's Day.
Q I live in the Channel Islands, will the VAT be removed from my order?
Where you are not a UK resident and you have requested delivery to a non-EU address (which includes the Channel Islands), the products will normally be zero-rated and not subject to UK VAT, however the total amount charged for your order will not change.
Q What are the opening times for Customer Care on Bank Holidays?
Q Can I send a gift to someone at a different address?
Yes – just enter the recipient’s name and address in the delivery section of checkout and we can send your gift straight to them. If you select the gift tick box during checkout you can also enter a gift message, which will be sent with your order on a card, and prices will be removed from the invoice. If you'd prefer, we can take your order over the phone - just call 01202 668545.
Q How will my order be sent?
If you choose standard delivery and your parcel weighs less than 2 kilos it will be sent with Royal Mail, so should arrive with your usual postie. Parcels that weigh more than 2 kilos are sent with DPD in the UK, and UPS overseas. We're usually pretty quick and most orders sent this way arrive within 3 working days in the UK, although they may take a little longer at Christmas or very busy times. We also offer a next working day service to most of the UK (excluding some postcodes in remote areas, Northern Ireland, Highlands and islands), using our couriers, DPD. Orders must be placed before 3pm to arrive the next working day (Mon-Fri). Couriers require a signature on delivery, so if there's nobody home to receive your order they will leave a card with details of how to contact them to arrange re-delivery.
Q How much does delivery cost?
Standard delivery in the UK is £3.95, and there is also a next working day service for £6.95. International postage rates depend on the delivery country and the weight of your order. For a full list of International rates please visit https://www.lush.co.uk/help/delivery
Q How can I track my delivery?
All orders sent within the UK are trackable, so you'll know when your goodies are about to arrive. As soon as your order is dispatched, we'll send you an email with your tracking number. This can be checked either with Royal Mail, for standard parcels under 2 kilos, or with DPD, for parcels sent with Next Day delivery or that weigh over 2 kilos. Tracking numbers can also be viewed in your order history, or if you prefer you can call our Customer Care team on 01202 668545 and we'll track your parcel for you.
Q How will I know if my order has processed correctly?
We’ll send you an email as soon as your order has been placed to let you know that we’ve received it and are ready to start preparing your parcel. Once your order has been dispatched we’ll send you a second email so you know your goodies are on the way - with tracking details, if applicable.
Q How do I know that your site is secure?
Our website uses Extended Validation (EV) SSL, the most advanced level of encryption available, so you know that your data is safe and secure. You can tell this is working correctly by looking up at the address bar – EV will turn part or all of it green, depending on the browser you use. Lush does not hold any credit card data whatsoever. When you come to the part of checkout that deals with payment you will be diverted to our payment provider, Barclaycard SmartPay. If you choose to pay by phone instead, you can rest assured that Lush is fully PCI compliant and regularly inspected to make sure that PCI standards are upheld. All phone payments are input directly to Barclaycard Smartpay and are never held by Lush.
Q What if I need my delivery at the weekend?
Unfortunately our couriers don’t deliver at weekends, so the next day service is restricted to Monday-Friday only. If you need your delivery before the weekend then please make sure you place your order (using the next day service) no later than 3pm on Thursday.
Q What if I want to make a change to my order?
There is only a very short time after your order is placed when changes may be possible, so it’s best to call us straight away on 01202 668545 if you’d like to make a change. We’ll do our best to help, but we’re usually very quick at picking and packing your orders, so please try to make sure you’ve got everything you need before you check out.
Q How can I return something for an exchange or refund?
If you’re not completely happy with any item then please get in touch on 01202 668545 or via email to [email protected] and we will send you a freepost label (UK only) so you can return it easily for a replacement or refund. If you prefer, you can return it to any of our shops - please take your invoice with you as your receipt.
Q What if I’m out when my parcel arrives?
If you have selected standard delivery and your parcel weighs less than 2 kilos then it will be sent with Royal Mail and should arrive with your usual postie. In the UK, Royal Mail usually leave a card if the recipient is out, with instructions on how to arrange redelivery or collect from your local sorting office. Orders over 2 kilos, or sent using the next day service, will arrive with UPS and will require a signature. If there’s nobody there to sign for the parcel then a card will be left with a number you can call to arrange redelivery, either to you or a trusted neighbour.
Q What do I do if there’s something wrong with my order?
We have a friendly and knowledgeable team on hand to help with any order queries, so please drop us an email or give us a call on 01202 668545 and we'll do everything we can to sort things out. If you need to return an item we'll send you a freepost label so you can do this easily, and if you have any other feedback - good or bad - we'd love to hear it. We're always available on social media too, so if you'd rather get in touch on Facebook or send us a tweet, you'll get exactly the same service and attention.
Q Can I place my order over the phone?
Yes, we’d love to hear from you! You can either place the whole order over the phone, or order online and just do the payment by phone (you’ll find instructions on how to do this as you go through the online checkout). The number to call is 01202 668545, and we’re open from 8am until 9pm Mon-Fri, 9am until 5pm on Saturdays or 10am until 4pm on Sundays.
Q Can I get a discount for ordering in bulk?
Unfortunately we do not offer discounts for large orders. Our products are only sold in our own Lush shops, and are not available wholesale.
Q Can I pay using a gift card?
If you’d like to spend credit from your Lush gift card then please place your order online and select the “pay by phone” option during checkout. Unfortunately it’s not currently possible to complete a gift card payment online, but if you call us and quote your order number and the long number from the card, we’ll be able to complete your online order quickly over the phone.