Returns

We always want you to be happy with your purchase, but if you're unsatisfied, it's easy to return or exchange it. If you purchased your item(s) online or by phone, please contact our Customer Care team to obtain a return authorization and further instructions.

Returned items need to be 75% intact and returned with their original packaging and include a copy of the packing slip. You can return items up to 45 days after the date we shipped your order. Shipping charges are not usually refundable.

Remember, we cannot accept returns without prior authorization.

If we shipped the wrong item to you by mistake, please contact Customer Care and we will ship the correct item at no additional cost. Our apologies, but all items purchased from a Lush retail shop must be returned to a shop. Conversely, all items purchased online or by phone may be returned by contacting our Customer Care team.

If you purchased your item(s) in-store:

  • You can return your item(s) in-store with a receipt within 31 days.
  • Without a receipt, you can still exchange your item(s).

If you purchased your item(s) in-store to be delivered to your home and paid with:

  • You can return your item(s) in-store with a receipt within 31 days.
  • Without a receipt, you can still exchange your item(s).

Debit, credit or gift cards:

  • If you haven't received your order yet, please contact our customer care team to process your return.
  • If you have received your order, you can return it in-store within 31 days along with the product and receipt. Or contact customer care.
  • If there's no receipt or 31 days have passed, the product can be exchanged in-store.

 

If you can wait for us to contact you at a later date, please fill out the form below and our Customer Care team will get back to you soon.

Submit Inquiry

Covid-19 Information

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.