Refresh and Lush Kitchen Subscription Box FAQ

ReFresh FAQ

How to use

What is ReFresh?

ReFresh is a convenient, commitment-free subscriptions service that ensures you never go without your favorite products.

How do I join ReFresh?

  • Choose the product, set how often you'd like to receive it and it'll be automatically sent on the ReFresh date. That way you never run out of your must-haves.
  • On a product page: Click the dropdown bar located next to "Ship to home" and you can choose how frequently you'd like the product delivered—from "buy once" (if you don't want to begin a subscription) or deliver every month, every two months or every three months (if you do want to begin a subscription).
  • In your shopping cart: When you have items in your shopping cart, products eligible for subscription will have an option to buy once or deliver every month, every two months or every three months.

Do I need an account to join ReFresh?

Yes. If you don’t already have an account, we'll ask you to create one when checking out.

Payments, shipping and costs

What's the minimum order cost?

There is no minimum order requirement. You can subscribe to a single bath bomb or a full skincare routine. The choice is yours.

Is there a fee to join?

Nope! You'll only ever be charged for the products you order and any applicable shipping costs.

Which payment methods do you accept for ReFresh?

We accept all credit cards at checkout, but cannot use gift cards and Visa Debit cards to set up recurring ReFresh subscriptions.

Do you accept AfterPay for ReFresh orders?

Not at this time. We accept all credit cards, but cannot apply AfterPay to a recurring subscription purchase.

Will I be charged shipping for my ReFresh order?

Shipping for ReFresh orders will follow the same rules as regular orders. If your cart value qualifies for free shipping on the date it's sent, you'll receive free shipping. Otherwise, you'll be charged.

When will I be charged for my ReFresh order?

You'll be charged as soon as your order ships out.

What happens if my credit card is expired?

If your credit card is about to expire, we'll send you an email both 15 and five days before expiry asking you to update your details with a new valid card. To do this, log into your account, go to Subscriptions, click 'Edit' and update your credit card there.

Can I pick up my ReFresh order in-store?

No. We can only ship ReFresh to your provided address. It's not eligible for in-store or contactless pickup.

Edits, cancellations and changes

Can I change my shipping method?

No. Your order will continue to be sent with the shipping method requested when you made your initial ReFresh order.

Which products are eligible for ReFresh?

Almost all year-round products are eligible. Exceptions include: gifts, knot-wraps, fresh face masks, perfumes, tins, canvas bags, limited-edition and seasonal products because we can't guarantee stock and availability year-round.

What happens if my product is discontinued or goes out of stock?

If your product is discontinued, we'll cancel your ReFresh subscription permanently. If your product is out of stock on the date it's scheduled to be sent, we'll pause your ReFresh subscription for that time period and send your order on the next ReFresh date (if available).

How do I make changes to my shipping, billing or payment information?

Head to MyAccount on the Lush website. Click on 'Manage Subscriptions', then click 'Edit'.

Can I cancel, skip or pause at any time?

Absolutely! You set the frequency when you order, but can make changes whenever you like from the Manage Subscriptions tab in MyAccount up to 48 hours before your order is scheduled to ship. After that time, please contact Customer Care to see if it's still possible to cancel, skip or pause your order. If it has already shipped, we can no longer skip, pause or cancel but you can return it for refund.

Can I add additional products to my ReFresh subscription?

No, but you can always set up a brand new subscription with new products. And you can remove individual products from your existing subscription, but you can't add new products to an ongoing order.

Can I change the quantity or size of my ReFresh products?

Yes! You can change the quantity you wish to receive, and the size (if varying sizes are available for that product) at any time in the 'Manage Subscriptions' tab of MyAccount.

Returns and refunds

Can I return any of my ReFresh products?

You definitely can. Simply contact Customer Care to set up a return if you're unhappy with your ReFresh order for any reason.

Lush Kitchen Subscription Box FAQ

General Information

What is Kitchen?

The Lush Kitchen Subscription Box is a monthly subscription box voted for by subscribers. Get four to five full-sized, limited-edition and vegan products delivered to your doorstep every month.

What are the key dates for Kitchen?

It breaks down like this: the fifth of the month is the last day to vote for, and subscribe to, that month's box. The sixth of the month is when payment will be taken for that month's box, and on the ninth we start making your fresh handmade favourites. Last day of the month: we start dispatching your Kitchen Box!

Tell me more about how the voting works.

Voting opens on the 24th of each month and closes on the fifth of the following month, so you have lots of time to get your vote in. You'll be able to see an image of each product, its ingredients and a short description. You can only vote once per month.

Do I need an account to join Kitchen?

Yes, if you don't already have an existing account you will be prompted to create one before checking out.

When will I find out what's in my box?

We love a good surprise, and we hope you do, too. That's why you won't know what's in your box until you open it. If you're buzzing with curiosity, we've posted the contents of previous boxes on our Lush Kitchen product detail page.

I'm vegan. Will I be able to use all the products in Kitchen Box?

We strive to ensure that every subscription box is 100% vegan. However, due to unforeseen circumstances, we may have to substitute a vegan product for a vegetarian one. Rest assured that we will always let you know if there are vegetarian products in the box.

Will samples be included with my order?

No, our Kitchen Boxes feature full-sized products and do not include additional samples.

Can I purchase a subscription box as a gift?

Unfortunately, at this time we do not have a gifting option for our Kitchen Box.

Can I re-sell any components of the subscription box?

No. By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these Terms and Conditions and your agreement with us.

Payments and shipping and costs

Is there a fee to join?

Nope! You will only be charged for your subscription and any applicable shipping costs.

How much is shipping?

Shipping costs will vary based on where you are in North America. We offer ground, air, and priority shipping. Shipping options range in cost, starting from $6 for ground shipping. Please click here for more details. All orders ship on the last business day of the month.

Can I add other items to my subscription and combine shipping?

At this time, you cannot combine shipping or add any additional items to your Kitchen Box order.

Can I pick up my order in-store or opt for same-day delivery?

No, we do not offer in-store pickup or same-day delivery for our Kitchen Box.

How can I track my Kitchen Box?

Once your order ships you’ll receive an email with your tracking number. You’ll get an email alert when your order ships and when it’s out for delivery. Estimated delivery times can be found here.

Which payment methods do you accept for Kitchen?

We currently only accept Visa, Mastercard, and American Express.

When will I be charged?

Payments are taken on the sixth of each month unless it falls on a weekend or public holiday, in which case payment may be taken just before or after. You only need to enter your payment details once—when you first place an order. After that, we’ll continue to take payment for each monthly box until you cancel or pause your subscription or skip a box.

What happens if my credit card is about to expire?

Log in to your Lush account and select “Manage My Subscription”. There you will be able to update your credit card info by clicking the EDIT button.

Edits, cancellations and changes

How do I make changes to my shipping, billing or payment information?

Log in to your Lush account and select “Manage My Subscription”. There you will be given an option to update your information.

Can I cancel, skip, or pause at any time?

Yes, you can cancel whenever you like. You can also pause your entire subscription and easily reactivate it at any time. Additionally, you can also skip individual monthly boxes and then easily unskip if you change your mind.

Can I change the quantity or frequency of my subscription?

No, Kitchen Subscription Boxes are limited to one per customer and are only offered on a monthly basis.

Returns and refunds

Can I return any of my products/order?

Our Kitchen Box is sold as a whole product so we do not refund single items. However, if anything arrives damaged, we will replace the whole box or individual products. Kitchen Box products are limited edition and made in limited quantities, which means we may replace a damaged product with a different all-year-round item when needed.