Lush Spa FAQ and Policies

Book Now

In-person Booking

If you don't want to book online, you are more than welcome to book a treatment in-store. Please note that all in-person bookings require advance payment. Once you've paid, you will be given a voucher to be redeemed on the day of your appointment.

Lateness Policy

At the Lush Spa, we pride ourselves on an excellent customer experience. All treatments are handmade by us and our estheticians are trained to perform these treatments to an exceptional standard. Due to the nature of our treatments, if for any reason you are running late for your appointment, we may not be able to carry it out. This is because we wish for you to have a full Lush Spa experience with us and therefore we do not cut our treatments short.

We will do our very best to accommodate you in this situation, however, please be aware that if you arrive 10 minutes late (or more) we may not be able to perform that treatment. You may be offered an alternative treatment if the schedule allows or to reschedule.

Cancellation Policy

If you are unable to attend your spa treatment, please let us know and we can reschedule or offer you a full refund. We are unable to offer refunds on appointments canceled or rescheduled with less than 24 hours notice. Any cancellations or rescheduling with less than 24 hours notice or no-show appointments are subject to a cancellation fee amounting to 100% of the cost of the scheduled appointment.

*All refunds are usually actioned within the same working day of the request being received, via the original payment method. It may however take up to seven working days for the refund to show up on your account. We do not accept any liability for refunds not made within this timeframe where you have provided us with incorrect information to action the refund or where there is a problem with banks.

To cancel your treatment, please follow the cancellation/ reschedule link in your confirmation email or call the Lush Spa you booked with.

Lush Spa Robson at 1 (604) 677-9793

Lush Spa Lexington at 1 (212) 207-8151

Payment

Payment Options

If you booked online, payment will be taken in-person on the day of your treatment. Please note that gratuity is not included in the price. If would like to leave a tip, you can do so at the time of your payment.

Payment Methods

We accept the following forms of payment including but not limited to Lush Spa gift cards, American Express, Mastercard, Visa, debit and cash.

Minors

At Lush, we work to ensure that our clients feel 100% comfortable when they are receiving treatments. Our minors' policy is below and no exceptions can be made.

All clients must be 16+ with guests aged 16 to 17 requiring signed consent by a parent/ legal guardian.

Please note that when a parent/legal guardian is signing a consent form, they must do so in a Lush Spa shop during the consultation and in the presence of a therapist.

Parents/legal guardians are welcome to sit in the room during the treatment.

Bathing suits or appropriate clothing must be worn at all times.

Pregnancy

If you are pregnant, please note that our treatments may or may not be suitable for you. Always consult a doctor before booking a treatment.

Vegan clients

We have a full range of vegan products available and all experiences can be easily tailored to vegan clients on the day during your consultation.

Inappropriate behavior

We hope you enjoy your experience and feel as relaxed as possible. To help keep the atmosphere calming and restorative, Lush operates a zero-tolerance policy on drugs and alcohol. Our staff reserve the right to cancel treatments due to any inappropriate behaviour.

If you require any further advice or details, please do not hesitate to contact:

Lush Spa Robson at 1 (604) 677-9793

Lush Spa Lexington at 1 (212) 207-8151