Frequently asked questions
Why is my order delayed?
Due to the increase in COVID-19 cases, we are currently working at a reduced capacity to keep our staff and communities safe. We are also experiencing a high volume of orders from our Boxing Day sale. We are doing our best to get all orders picked, packed, and shipped as quickly as possible, but please expect a 1 - 2 week delay in receiving your tracking number.
What if the item I want is out of stock?
During our sale, products sell out fast! But don't despair. If the item you're looking for is out of stock, keep checking back. We're always updating and restocking our site with your faves!
I have a tracking number, but my order shows no movement. When will I get it?
Don't be worried if your tracking number says that it has no information yet: it can take at least 48 hours to activate on the carrier's end. Due to a high volume of orders, shipping carriers may take even longer to activate the tracking information and unfortunately we have no control over this part of the process.
When it is activated, just click the number to track your package’s progress.
Once your order is shipped, you may experience delivery delays. We apologize for the inconvenience and we thank you for your patience and support. If you want more specific information once your order has left our door, please contact the carrier directly.
Why is part of my order missing?
If you don't see an "A" or "B" at the top of the invoice, it is possible that part of your order got missed, and our dedicated Customer Care team will happily replace the missing items.
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.
How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed.
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 to obtain a return authorization and receive further instructions.
More information on Returns
Why is my credit/debit card not being accepted?
The billing address and phone number provided must match the information currently on file with your bank. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields.
Can I change my address after my order has been placed?
Reach out to our Customer Care team immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.
Can I change my payment method after the order is placed?
Unfortunately no. Once you have checked out, we're not able to change the payment method on the order.
Can I change my email address after the order has been placed?
Unfortunately no. Once you have checked out, we can't change the email address attached to the order, but please contact our Customer Care team and they'll be happy to provide you with your order information.
I accidentally entered the wrong apartment number. Can I change it after the order has been placed?
Reach out to our Customer Care team immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.
I received a package with no sender information. Can you please tell me who sent it?
If you received a gift and do not know who sent it, we're happy to help. Please reach out to our Customer Care team and provide the order information found on the slip in your box so that we can best assist you.
Why does my USPS tracking number show "Status Not Available" or "Awaiting Carrier Pickup"?
We are so sorry for the confusion here. This a known issue and we are working hard to fix it! If your tracking number starts with the letters "SP", please visit the following link to access the detailed tracking information for your package: https://www.swiftpost.com/tracking#top
Buy Online, Pick Up In Store
How does Buy Online, Pick Up In-store work?
With five simple steps.
- Set your preferred pickup store.
- Select the "pick up in store" option.
- Add Product.
- Wait for your email confirmation with pickup instructions. Your order is usually able to collect within 24 hours.
- Bring your government-issued ID when you head to the store and collect your new Lush goodies.
Can I change my preferred store?
Of course! You can change your preferred store by clicking on the store name on the header of the website, or on any product page.
Why would I use this pick up service? What are the benefits?
Need your fave Lush products ASAP? We get it. When you buy online and pick up in-store, your order can be ready as early as two hours after you place it! And you can also now make sure your fave fresh face mask is ready and waiting when you arrive. It's faster than shipping to your home, plus, it doesn't cost a cent!
Are there any fees for a pick-up order?
No! There are no fees for a pickup order.
The product I want to pick up isn’t available. What do I do?
On the product page, you can check if other shops have the item in stock by clicking on 'Check other stores'. We are always making fresh new batches, so if you can't find what you're looking for, check back again soon!
Which products are eligible for pickup?
All products available in-store are eligible for pickup.
How do I change or cancel a pickup order?
Please reach out to your preferred shop to request changes or cancel your pickup order.
Can I return a pickup order?
Yes, of course. Just bring the items back to the shop and we will be happy to assist you.
I’ve placed my pick up order. Now what?
That's great! After you place your order, you’ll receive an email confirmation with all the order details and a confirmation of the pickup shop. Once the order is ready, you’ll receive another email. Your payment will be processed as soon as you collect your order.
How long does it take for an order to be ready?
It can take anywhere from two to four hours for an order to be filled and ready for pickup. But if you placed an order on Saturday and the location is closed until Monday, your order may take longer.
How long do I have to pick up my order?
Once you receive an email confirming that your order is ready to be picked up, you have four days to come collect it. After that, the order will be cancelled.
What do I need to bring when I pick up my order at the store?
Please bring a piece of government-issued photo ID when you come to collect your order.
Can someone else pick up my order?
Yes...if you tell us they're coming. We can explain! When you place your order, we ask that you give us the details of the person who will be coming to get it. They’ll need to provide photo ID when they arrive to ensure the name on the card matches the name on the order.
Where do I go in-store to collect my order?
Once you arrive at the store, please let one of our associates know you are there to collect your order and they’ll be happy to help. And if there’s a lineup to get into the store, or to pay, just give us a call. You’re not required to wait in line when picking up an order.
Can I pick up from multiple stores?
We’re sorry—that’s not possible at this time.
Why was my order cancelled?
Your order will be cancelled if it has not been collected within four days.
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 your products gluten-free?
Many of our products do not contain gluten, however we do make and store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with gluten-containing ingredients. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product's ingredients list before use.
Are your products nut-free?
Many of our products do not contain nuts, however we do make and store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with nut-containing products. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product's ingredients list before use.
Are your products fragrance-free?
Scent is such an important part of our identity, something that makes us who we are. Most of our products contain essential oils, but even our most gentle products have fragrance due to the fact that the ingredients themselves have a scent. In order to remove that scent and be truly "fragrance-free", we would have to introduce more synthetics, which isn't the direction that our company wishes to take at this time.
How should I store my packaging-free products?
We recommend keeping your naked products in a dry, cool environment away from sunlight and excess heat. You can use any airtight container, a glass jar or one of our tins. If you use the product in the shower or bath, make sure that you let it drain and dry out before storing it.
How do I know if my product is fresh? What is the expiration date?
All of our potted and bottled products have a sticker on the side that gives you both the date it was made as well as the date by which we recommend you use it. Our soaps and naked products are good for up to 14 months after the date they are made, and we always try to get them to you as fresh as possible. Fresh face masks (sold in the fridge in-store) don't contain any preservatives so they need to be kept refrigerated and expire within one month.
Why is my container only filled halfway?
To minimize the need to purchase many different sizes of containers for each of our products, we store just a few sizes and fill the containers based on weight instead of volume.
Why are your products packaged in plastic bags?
The cellophane bags we use to wrap our naked items for online orders and in the gifts packed in our Vancouver manufacturing facility are made from vegetable-based cellulose that's 100% compostable when processed at an industrial facility. These bags allow naked products to arrive in the same beautiful condition as when they were made. We're working hard to transition to the same 100% industrially-compostable cellulose for all our wrapped naked products that are packed in our Toronto facility.
Do you take back empty containers for recycling?
Yes! When you bring back five clean Lush #5 plastic pots (black or clear) to our stores, you can exchange them for a free fresh face mask. The pots go to our recycling partners in Vancouver and Toronto where they're recycled into new pots for our products.
Which face mask can I choose for free when I return five black pots for recycling?
You can choose any of the fresh face masks available at that particular store location. Fresh face masks are the ones kept in the fridge. The ones kept on store shelves are not included in the free fresh face mask offer.
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, contact Customer Care.
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.
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.
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 if you would like some suggestions for alternate products.
What type of payment method does Lush subscriptions accept?
We accept all major credit cards for Lush subscriptions. Unfortunately, at this time we do not accept PayPal or debit card payments.
Does Lush have gift cards?
Yes! Lush gift cards are available in denominations from $5 to $250 and may be redeemed online, by telephone, 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.
Am I required to wear a face covering or covering to enter a Lush store?
Yes. Our staff wear face coverings to keep you safe and we ask that you do the same for them. Here you can find other important info about our store openings during Covid-19.
Do you offer discount codes or other promotions?
We very rarely have discounts, sales or promotions. But, when we do, we keep them open to all rather than requiring a special code. We have used promo codes in the past, but have no active codes available at the moment. We also have no place to enter a code during our checkout process.
Some of our previous codes have popped up on user-submitted coupon sites. Sadly, we cannot honor expired promotions but we highly recommend signing up for email as the best way to stay up-to-date on any upcoming offers.
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.
Members of the media can contact our Public Relations department at firstname.lastname@example.org.
Sponsorships, Giveaways and Events
Lush is only able to offer products, gifts or event sponsorship to our current Charitable Giving partners. Our Charitable Giving program supports small grassroots organizations working to reform the root causes of environmental, animal protection and human rights issues. Although we strive to help as many organizations as possible, we currently don’t have the capacity to fund sponsorships, scholarships or personal fundraising initiatives. If you wish to learn more about the organizations we support, please view our funding guidelines and current partners.
What is Lush's mailing address?
Lush Fresh Handmade Cosmetics
8680 Cambie Street
Vancouver, British Columbia
Canada V6P 6M9
How long does it take to receive my e-gift card?
It may take up to 1 hour for your gift card to be activated. You will receive an email when the activation is complete, so please be sure to check your spam folder.
How long does it take to receive my physical gift card?
- Ground: 5-12 business days
- Air: 4-7 business days
During the busy holiday period, orders may be delayed by 2-5 days.
Pre-Holiday Order Deadlines: December 13th for standard delivery within Canada & United States or international delivery. December 19th for expedited delivery within Canada & United States.
Can I use my gift card online or in a store?
Your gift card can be redeemed through phone orders and online as well as in our stores located in the US and Canada.
Can I use my US gift card in Canada or vice versa?
Yes, you can! Our systems will automatically calculate the exchange rate.
What happens if the design I selected is out of stock?
We'll send another amazing Lush gift card design to you.
Same Day Delivery
What is same-day delivery?
Lush is offering same-day delivery through select stores on eligible products. You will see which items are available for same-day delivery when selecting your products.
How much will I pay for same-day delivery?
Same-day delivery is $10 per order with an optional tip for your same-day delivery driver.
Is adding a tip required for my same-day delivery order?
No, a tip is not required, but is encouraged, as 100% of your tip will go to your driver.
Who will be delivering my same-day delivery order?
Lush has partnered with DoorDash for same-day delivery.
Why are some products not available for same-day delivery?
Availability for same-day delivery of products is based upon availability at your selected store.
When do I need to place my order to guarantee same-day delivery?
You must place your order before 1 p.m. local time to guarantee same-day delivery. Orders placed after 1 p.m. local time will be delivered by the end of the following day.
What if I don’t receive my delivery?
If you don’t receive your order, contact us. Please make sure you have your order number ready so our Customer Care team can help you as quickly as possible.
Can I cancel my same-day delivery order?
Yes, should you need to cancel your order, you can do so by reaching out to our Customer Care team.
Why was my same-day delivery order canceled?
Sorry to hear your order was canceled! This can happen because the item was no longer available, or because your driver was unable to make your delivery. If you still need your items, please contact us, and our Customer Care team will be able to assist you.
Can I return my same-day delivery purchase?
Items ordered through same-day delivery can be returned at your local store. Please make sure you provide the store associate with your order number.
If I return my order will the delivery fee and tip be refunded?
No, all delivery fees are non-refundable once your items have been delivered.
Do I need to be home to accept this order?
No, we have enabled contactless delivery. Your items will be left at your door if you are not available to receive them.
How far can you deliver from a store location?
Same-day delivery is available within 15 miles of the store location. Eligibility will be calculated when you select an item for same-day delivery.
Is same-day delivery available everywhere?
This service is available at most of our stores. Availability is based upon the inventory of a given item at the selected store in your region, as well as your location. You can check the availability of any item on its product page.