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    Q Where’s Snow Fairy?

    We know how much everybody loves our sweet as candy shower gel but Snow Fairy is a festive special and is only available over the Christmas period, from around the end of September until the end of December. Until then, why not try our Mmmelting Marshmallow Moment bath oil or Bubblegum Lipscrub?. They both have the same delicious candy fragrance.

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    Q Why did you discontinue my favourite product?

    There's nothing our inventors love more than creating lovely new things, but unfortunately that means we sometimes have to discontinue products to make way for them. We think long and hard before discontinuing anything, and we always like to make sure there's a great alternative somewhere in our range. Our Customer Care team will be able to point you in the right direction if you're not sure which alternative is for you. If your favourite should disappear from our shelves, don't despair! We often bring back products from the past as limited edition specials, and you may find it popping up again one day in our Lush Kitchen. Keep an eye on our website, Facebook and Twitter and you'll be the first to know.

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    Q Lush Kitchen FAQs

    How can I find out more information about a Kitchen product?

    If you want to find out a bit more about a Kitchen product, get in touch with us on our Kitchen facebook page, tweet us @lushkitchen or give our Customer Care team a call who will be more than happy to help 01202 668 545.

    Can I merge my order if I order one product one day and another product another day?

    To ensure the freshest products we send out each order as quickly as we can. This does mean that once an order is placed it’s very difficult to add extra items to that order.

    Can I reserve a Kitchen product?

    Currently you can’t reserve a product as we’re only making very small batches. We can hold (reserve) products for 30 minutes when you add them to your basket.

    When will I get my Kitchen product?

    You can buy Kitchen products as soon as we start making them however some products take up to three days to complete. We will send your product out to you as soon as we’ve finished making it. We’ll let you know the expected delivery date for your order when you order it. You can choose from two delivery options - Royal Mail Tracked £3.95 or UPS Next Day Delivery £6.95.

    How do I find out what products will be coming up?

    Each evening we’ll try and announce the products we’ll be making the next day - so keep your eyes peeled (no pun intended) on the Kitchen page or follow us on Facebook or twitter @lushkitchen

    We’ll be making different products each day. Sometimes we’ll make products that you’ve been asking for or have been voted on by our community. Sometimes we’ll bring back classics or create completely new products all exclusively available online. We’ll also release new products in the Kitchen first so you can get them before they come out in the shops. Sometimes we don’t know what we’ll be making until the night before or until the day itself.

    How can I submit a product idea?

    Facebook us or Tweet us @lushkitchen with your ideas. Or give us a call on 01202 930051 and tell us what you'd like us to make.

    How can I vote for products?

    Product voting will be coming very soon. You'll be able to to vote on the website.

    Opening times.

    The Kitchen is open Monday - Friday 7am - 3pm but you can order products from us 24 hours a day.

    How long will it be before the pre release products go to the shops.

    Generally new products will be available from months in advance or up to 1- 2 weeks in the Kitchen before they are launched in the shops.  

    Which products are going to be available?

    A wide variety of products will be available from the Lush Kitchen from classic favourites through to new releases.

    When am I going to get my order?

    Next Day delivery is recommended within the UK to get your fresh product as quickly as possible. Within the EU it is usually 3 to 7 days. Whilst the Rest of the World is typically 7 to 10 days.

    Who shall I contact if my order is delayed?

    Please contact the UK Customer Care team for any enquiries related to orders placed on the Lush UK website. They can be contacted by phone on +44 1202 668545 or by email at [email protected]

    Returns/exchange from the UK?

    Please contact the UK Customer Care team for any enquiries related to returns and exchanges for orders from the Lush Kitchen. They can be contacted by phone on +44 1202 668545 or by email at [email protected]

    Can I pay with cash on delivery?

    Unfortunately we cannot accept cash on delivery for orders placed on the Lush UK website. The UK website accepts the following payment methods: Visa, PayPal, MasterCard, Maestro and American Express.

    What do I do with Fresh Face Masks?

    We would always advise that our fresh face masks remain in a cool environment, so pop yours into the fridge as soon as it arrives. If you live outside the UK we would not recommend ordering them online as delivery outside of the UK would take longer than 24 hours


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    Q How can I get some advice on Lush products?
    Our customer care team is always happy to help and advise on the best products to suit you. Just give us a call on 01202 930051, or send us an email to [email protected] Alternatively, you can message us on Facebook or send us a tweet. For a full skin or hair consultation you can visit one of our shops, where our trained staff can show you different products and talk about your needs. To find a shop that’s close to you, take a look at our shop finder.

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    Q How can I get a donation for my charity?

    Our Charity Pot scheme gives grants to small, grass roots charities working in the areas of the environment, human rights and animal protection. If you would like to nominate a charity for the scheme, then please read our funding guidelines here to make sure they qualify: 

    We no longer give product donations for fundraising purposes (e.g. for a raffle prize). Instead we prefer to donate products directly to charities who have clients who will use our products - e.g women's refuges, homeless shelters, hospices or refugee groups. Please enquire at your local shop if you are involved in a group like this. 

    Please note that Lush is a vegetarian company, and these values also extend to the charities we support. We do not donate to charities that conduct or fund animal testing; this applies to most medical charities. For more details see 

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    Q Why aren’t all your products vegan?
    Lush is a vegetarian company, but we’re not completely vegan. At present, around 80% of our products are suitable for vegans, but there are a few ingredients like milk, honey, lanolin and eggs, which are beneficial for the skin or hair, and which we use in some of our products. However, we always keep vegans in mind when formulating new products, and we try to ensure that there is a vegan alternative available in all of our different ranges. All our vegan products are clearly marked, so you can make an informed choice about the products you use.

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