Returns and Exchanges
We want you to be overwhelmed with excitement and happy with your purchase. If you’d like to return or exchange a phone or online order, please call Customer Care toll-free to obtain a return authorization, and receive further instructions:
Monday - Friday: 6:00am to 6:00pm PST
Saturday & Sunday: 7:00am to 3:00pm PST
Returned items need to be 75% intact and returned in 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; we will re-ship the correct item at no additional cost. Our apologies but LUSH Direct (phone and web) cannot accept returns of items purchased through LUSH retail stores. Conversely, LUSH retail stores cannot accept returns of products purchased online or by phone.
How are returned items credited back to me?
Returned items are normally credited in the original form of payment.
How long does it take to process a return?
Please allow up to 30 days for your return to be processed from the day you return your package. We will notify you by phone or email once we have processed your return.
How much time do I have to return an item?
You can return an item up to 45 days after the date we shipped your order. Please call 1.888.733.5874 to obtain a return authorization and receive further instructions.
How can I check on the status of my return or exchange?
Email firstname.lastname@example.org or give us a call at 1.888.733.5874 and we will be happy to assist you. Returns usually take up to 30 days to process after they have reached us.
Can I return my product if it arrives melted, or melts while I've stored it?
Products labeled with our Melt Warning are made with ingredients that allow the product to melt at body temperature. During the summer months, these products can get warm in transit and may melt. LUSH is not responsible if products with a Melt Warning arrive melted. In most cases, you should be able to pop the products into the fridge or freezer and still be able to use them. Please note, we are not able to replace or refund these items if they melt in transit. Please keep in mind that if you put them on the radiator or in direct sunlight they’re going to melt too, so please keep them someplace cool.