FAQ

Shipping

Where does LUSH Direct (phone and web) ship to?

We ship within Canada via UPS & Canada Post and to the United States (including Alaska and Hawaii, but excluding Guam, Puerto Rico and the US Virgin Islands) via UPS. Unfortunately we cannot ship to P.O. Boxes in the US at this time and are unable to send packages to any other countries or destinations. Learn more about shipping.

More shipping information

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Tracking Orders

How do I track my order?

When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

Purchases and returns

How do I change or cancel my order?

We do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us at 1.888.733.5874 and quote your order number.

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Where can I find the nearest LUSH retail store?

We are rapidly expanding our business throughout North America. View our US shops. If there are no retail locations near you, LUSH Direct (phone and web) will be pleased to deliver your order right to your door.

I have a question about a product I purchased in a retail storeā€¦

If you have a question about a product you purchased in a retail store, please call or visit the store where you made the purchase. View the addresses and phone numbers of stores located in or the US.

How do I return my order?

LUSH wants you to be happy with your purchase. If you wish to return a product, please contact Customer Care at 1.888.733.5874 to obtain a return authorization and receive further instructions. Unfortunately, we are unable to accept returns for products purchased through LUSH retail stores.

More information on Returns

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General

Who do I contact if I'm having technical difficulties with the website?

If you are having difficulty placing an order online, or experiencing other problems with the website, call Customer Care at 1.888.733.5874 or email support@lush.com.

I've forgotten my password and can't login to my account - what do I do?

If you have forgotten your password, reset it here. Be sure to enter the email address you used to set up your account.

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Does LUSH offer product samples?

We frequently include product samples when we ship purchased items. Unfortunately we are unable to ship samples separately due to the volume of requests that we receive.

Are there any franchise or wholesale distribution opportunities with LUSH?

LUSH is a privately owned and operated company within North America and there are no opportunities for franchise or wholesale. However if you are interested in opening a LUSH store outside North America, please write to INTERNATIONAL ENQUIRIES, LUSH, 29 High Street, Poole, Dorset, BH15 1AB England or fax your proposal to +44 (0) 1202 661832.

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Careers

Learn more about working for LUSH.

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Catalogue and newsletter

Does LUSH have a product catalog? How do I subscribe?

LUSH typically mails out a catalog two to three times a year to subscribers in Canada and the US. If you are interested in our products, subscribe to our LUSH Times catalog now. You can also pick up the latest catalog from the retail store nearest you.

Does LUSH have a newsletter? How do I sign-up?

LUSH sends out e-news every month. Our emails include exclusive offers, product announcements, events and helpful skin and hair care advice.

Rest assured LUSH will not share your contact information with third parties.

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Gift Cards

Does LUSH have gift cards?

Yes! LUSH gift cards are available in denominations from $5 to $100 and may be redeemed online, by telephone at 1.888.733.5874, or in LUSH retail stores.

Gift cards are delivered to the recipient via Ground ($4.00 charge) or Priority ($8.00 charge). For faster delivery, choose our E-Gift Card, a personalized gift card sent via email.

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Our shops

View our US shops.

Auto reFresh

What happens if one of my subscription items is out of stock?

If an item is out of stock on the day your order is placed, you will receive an email letting you know that the order could not be placed. We will continue trying to place your order every day. After 15 days, if the product is still unavailable, you will receive another email to let you know. If the item is still out of stock after 30 days, we email to let you know that your order was cancelled, but your subscription will remain active and we will place your next order on schedule. If you have any questions about your subscription orders, please contact Customer Care at 1-888-733-5874.

What happens if one of my subscription items is discontinued?

If an item is discontinued you will receive an email to let you know that your subscription for that item has been cancelled. You can contact Customer Care at 1-888-733-5874 if you would like some suggestions for alternate products.
Learn more about Auto ReFresh

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Contact US

What is LUSH's mailing address?

LUSH Fresh Handmade Cosmetics
8668 Cambie Street
Vancouver, British Columbia
Canada V6P 6M6

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