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Covid-19 FAQs

How it affects us, and you

Just like you, we're taking everything day by day. This is your best resource for all of the updates, information and news about what's happened with Lush as we all navigate the Covid-19 epidemic. Whether our stores are open or closed, how long orders take to arrive and what we're doing to help the community around us...the answers to all of these will be found below. Thank you, as always, for your continued support. We're all in this together.

Every Lush order is lovingly picked and packed by hand, and this hasn’t changed. What has changed is that most shipping carriers are experiencing delays on their end due to high order volumes and social distancing restrictions. We estimate it’s about two weeks from when you place your order to when you receive it.

With so many storefronts temporarily closed, shipping carriers are also working overtime to deliver online orders. This means that the same delays and social distancing that affect us affect all of the different delivery methods, too. When your order ships, you’ll get a tracking number. Don’t be concerned if it initially says that there’s no information: it can take at least 48 hours (and sometimes longer, due to high volumes) for the carrier to activate your tracking information. Rest assured: the package is still out our door and on its way. If you’re looking for the shortest, easiest answer, however, right now we estimate that from processing to delivery, you should expect to receive your package about 2-10 business days after the order is placed.

When you place most online orders, your order is "preauthorized" on your card. This means that the money is being held by your bank, but not charged by us, until the order is confirmed and in our fulfillment process. At that point, the preauthorized amount is released and then the charge goes through.

The same safety precautions and hygiene requirements that impact our fulfillment teams also (naturally) extend to the Lush employees who physically make your product, too. We are not manufacturing products at full capacity, which means that some items might temporarily go out of stock. We’re working to prioritize the products with the highest demand so that you can get all of your favorites.

We get it, and you’re not alone. These delays also mean that our Customer Care team is getting more requests for calls and webchats. They’re working hard to get you the answers you need, when you need them. Thank you again for your patience and understanding.

For full details, hours of operation and exactly how to contact us, head to our handy Contact us page.

Samples are given out based on what we currently have in stock and based on whether we get the request prior to checkout. We do our best to add samples to our online orders when we have them ready-made on-hand at the time of fulfillment.

Looking to add items, change items, remove items or combine two or more orders together? With the increase in order volume, combined with more limited hours and staggered shifts, it can be very hard for us to find and change an order without furthering delaying our processing times. So long as the package (or packages) hasn’t left our facility, we can try to cancel the order and help you replace it, but at this time we’ve had to put a pause on change requests post-checkout.

Because our shops are closed, we’ve extended our normal return/refund policy past the usual 30 days. Once our stores are back open for business and ready to accept returns, you’ll be able to make those changes in-store for any orders that you received while they were closed. If you’d prefer not to wait, you can always send your order back to us. Just give us a call first so we can verify whether we’ll be able to accept the return and so we can provide you with the correct address. Please note that we will be unable to cover the cost of the shipping for return or guarantee its arrival at our facilities but we will be happy to process a refund once we receive it. If you’re sending back your order for an exchange, we will cover the cost of shipping for your new order. Just note that with our carriers being extra busy, this process may take longer than normal and you will likely experience delays both ways.

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As soon as anything changes, you'll find it here.

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