Frequently ~
Asked Questions
If you have other burning questions we weren’t able to address here, feel free to email.
Orders ~
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!
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.
Why is part of my order missing?
We have two manufacturing facilities—one in Vancouver and one in Toronto. In some cases, it’s faster for us to make part of your order in one facility and complete the second part in another. If you have a split shipment, you should see a letter “A” or “B” at the top of the invoice that comes in your box, which indicates that the second part of your order should be arriving soon afterwards.
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.
How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed.
Products ~
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 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.
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.
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.
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.
Gift Cards~
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 $4.00 – 2 – 8 Business Days
Air $8.00 – 2 – 3 Business Days
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.
What happens if the design I selected is out of stock?
We’ll send another amazing Lush gift card design to you.