Lush Subscriptions FAQs

Troubleshooting your subscriptions
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Having issues with your Lush Subscriptions? Here’s where you can find answers!

1) What is Lush Subscriptions?

Lush Subscriptions is a convenient online service that ensures you never go without your favorite products. Choose the products you'd like and how often you want to receive them, and we’ll send them to you automatically! You’ll never run out of the gorgeous, fresh products you use every day.

2) What products are eligible for Lush Subscriptions?

Almost all year-round products are eligible for Lush Subscriptions. Gifts, knot-wraps, perfumes, tins, canvas bags and limited edition/seasonal products are not eligible for subscription.

3) How do I join Lush Subscriptions?

Joining the program is simple! You can join while browsing a product page or while reviewing items in your shopping cart.

On a product page: Select the “Order Subscription” button, and choose how frequently you want the product delivered, from every month to every six months.

In your shopping cart: When you have items in your shopping cart, products for subscription will have an option to “Order Once” or “Order Subscription” under the “Frequency” column. If you select “Order Subscription”, you can set how frequently you want the product delivered, from every month to every six months.

If you don’t already have a lushusa.com account and you set up a subscription, you will be prompted to create an account when checking out.

4) What will happen after I join Lush Subscriptions?

After you join Lush Subscriptions, you’ll receive a confirmation email. This email will include a link to access “My Subscriptions”, where you can manage subscriptions, future orders and account information. You can also click on the “Log In” link in the top right corner of any page of the lushusa.com website and enter your login information to access “My Lush” and “My Subscriptions”.

We’ll send Lush Subscriptions orders automatically based on your selected frequency, and you’ll only be billed on the day the order is shipped. Normal shipping fees apply. We’ll send you an email reminder 10 days before each order is shipped, as well as a confirmation email on the day it’s shipped.

5) What additional emails will I get from Lush Subscriptions?

You’ll also receive email notifications if your product is discontinued, if you cancel your subscription, if you reactivate a cancelled subscription, if your subscription product is unavailable at the time of your order, or if there are issues with your order due to account or payment information.

6) Can I add additional products to my standing Lush Subscriptions orders?

Yes you can. Once you’re signed up for subscriptions, you’ll see an option on eligible products’ display pages to “Add product to my next order”. Click on this link and you’ll have two options: you can add the product to your next order as a one-time purchase, or you can subscribe to the product.

To add the product as a one-time purchase, select the “Add this item to your upcoming order on XXX” and click Add + Keep Shopping.

If you change your mind about a one-time purchase and want to remove it before your order ships, go to “Next Order” under “My Subscriptions”, scroll down to the item you’ve added, and click “Remove” next to its quantity field.

To subscribe to the product, select the “Add this item as a Lush subscription and continue to refresh every” button, then select your delivery frequency from the drop-down menu. Click “Add + Keep Shopping” and you’re done!

7) How do I make changes to Lush Subscriptions shipments?

You can change your next order date, skip an order, have your next order sent now, change your products’ quantity or delivery frequency or cancel a subscription by visiting “My Subscriptions”.

Change an order date:

Visit the “Next Order” tab under “My Subscriptions” and click “Change Date”, then select the new date for your order in the calendar that pops up. This will change the order date for the entire order.

Skip a delivery:

Visit the “Next Order” tab under “My Subscriptions” and click “Skip Delivery” to skip the entire order. The page will update to show you when your next order will be.

Send your next order now:

Visit the “Next Order” tab under “My Subscriptions” and click “Send Now” if you just can’t wait any longer for your next subscription order. You’ll be asked to confirm this action.

Remove an item from an upcoming order:

Visit the “Next Order” tab under “My Subscriptions” and click the “Remove” link beside the item’s quantity. You’ll be prompted to confirm this action.

Change shipment quantity and/or frequency:

Visit the “Subscriptions” tab under “My Subscriptions” and you’ll see all the items you’ve subscribed to with their current delivery quantity and frequency. Change the delivery quantity by entering how many products you want delivered, or adjust the frequency by selecting a new frequency from the drop-down menu. You’ll be asked to confirm this action.

Cancel your subscription to a product:

Visit the “Subscriptions” tab under “My Subscriptions” and click “Cancel” in the menu that pops up when you click “Edit/Cancel” next to the product you no longer want to receive. You'll be prompted to confirm this action and indicate your reason for cancelling. Once you've chosen “Cancel My Subscription”, your subscription will be cancelled and no future orders will be placed. You will also receive a cancellation confirmation by email.

Reactivate a cancelled subscription:

Visit the “Subscriptions” tab under “My Subscriptions” and click the “Resume Subscription” link next to the cancelled product. You’ll receive a reactivation confirmation by email.

Please allow up to 24 hours for modifications or cancellations to be processed.

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

Visit the “Next Order” tab under “My Subscriptions” to change your shipping address, billing address or payment information.

To change your shipping address, click the “Edit Shipping Address” link below the current shipping address. This will expand the box and reveal text boxes and drop-down menus that you can use to edit your shipping address. If this is a permanent address change and you’d like it to apply to all future subscription orders, check the “Apply to all subscriptions” box. If the selected order is the only one you want sent to a different address, uncheck the “Apply to all subscriptions” box.

To change your billing address or payment information, please click “Edit Payment Info” in the Payment Info box. This will expand the box and reveal text boxes and drop-down menus that you can use to edit your credit card and billing information.

Please allow up to 24 hours for modifications or cancellations to be processed.

9) What is the difference between the “My Next Order” and “My Subscription” tabs?

Upon loading, the “My Next Order” tab shows the details for your next scheduled order. An order may contain multiple items if they have the same order date, shipping address, billing address and payment information. You can also use the drop-down menu to view other future orders.

In contrast, the “My Subscriptions” tab displays all the items that you’ve subscribed to and the associated details for each individual subscription. These details include the next delivery date, delivery frequency, quantity and shipping address.

All subscriptions will be charged to your default card once they ship.

10) What type of payment method do Lush Subscriptions accept?

We accept Visa, Mastercard, American Express and Discover for Lush Subscriptions. Unfortunately, we don’t accept PayPal or debit card payments at this time.

If you have any other questions, please call our customer care team at 1-888-733-5874 or email customercare@lush.com.

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