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Phone
Call us at 1-888-733-5874 if you want to talk!

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Text us at 1-888-733-5874 and we'll text you

Frequently asked questions

Orders

Why is my order delayed?

Due to an influx of orders, you may experience shipping delays.

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?

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.

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

Can I buy online and pickup in-store for my Boxing Day order?

Our ‘Buy Online and Pickup In-store’ option will be turned off from December 24th, 12 p.m. PST/ 3 p.m. EST to December 27th, 10 a.m. PST/ 1 p.m. EST this is applicable to all stores except for our stores in Mic Mac (091), Avalon (092) and Halifax (093) where ‘Buy Online and Pickup In-store’ will be available on December 28th, 2022, 10 a.m. PST/ 1 p.m. EST.

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?

Your order will be ready for pickup in two hours. Please note, if your order is placed too close to shop closing, or if you place 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.

Shipping

Where does Lush ship to?

We ship our packages via UPS, Fedex, USPS or Canada Post.

More shipping information

Products

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.

Website

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.

General

Am I required to wear a face covering to enter a Lush store?

Masks are no longer required at any Lush store locations, but everyone who wants to wear one is welcome to do so.

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.

Press Inquiries

Members of the media can contact our Public Relations department at [email protected]. 

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.

Careers

Learn more about working for Lush.

What is Lush's mailing address?

Lush Fresh Handmade Cosmetics
8680 Cambie Street
Vancouver, British Columbia
Canada V6P 6M9

Gift Cards

Does Lush have gift cards?

Yes! Gift cards are available for purchase on our website and in Lush stores in denominations from $5 to $250. They can be redeemed online, by telephone, or in our retail shops.

Gift cards ordered through the Lush website 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.

Gift cards are also available for purchase at select 3rd party retailers in the preset amount of $50 or a customized amount between $25 and $200. These can be redeemed online and in Lush shops in the country they were purchased in.

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.

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, but only the gift cards that are purchased directly through Lush. Our systems will automatically calculate the exchange rate.

Gift cards purchased through 3rd party retailers can only be redeemed in the country they were purchased in.

What happens if the design I selected is out of stock?

We'll send another amazing Lush gift card design to you.

When will I get my personalized e-gift card?

We will send you your personalized e-gift card as soon as it's processed. Please note that it may take a few hours for us to process your custom photo.

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.

Privacy Policy

This Privacy Policy was last updated October 1st, 2021. 

Protecting your personal information is important to Lush Internet Inc. and its related parties and affiliates doing business as Lush or Lush Fresh Handmade Cosmetics (“Lush”, “we”, “our” or “us”). We strive to maintain our customers’ trust.  

When does this Privacy Policy apply? 
This Privacy Policy explains our practices in collecting, using and disclosing your personal information in the course of operating our business in Canada and/or the United States, including at our retail stores, online through Lush’s websites www.lush.ca, www.lush.com and mobile applications (collectively, “Websites”), our social media accounts, and in other ways you engage with us. 

For your convenience, the Websites may contain links to other sites and advertisements that are not controlled or operated by Lush. This Privacy Policy does not apply to those sites or advertisements. We are not responsible for, and this Privacy Policy does not apply to, the privacy practices or policies of other websites or third parties. Lush encourages you to review the privacy policies of any third parties before disclosing your personal information to such parties or when visiting such third party websites. 

What We Collect 

The types of information we collect depend on the nature of your interaction with us. We may collect personal information such as: 

• contact information such as your name, billing address, shipping address, telephone number, email address; 
• account information such as username, password;  

• order and refund history; 
• payment information such as method of payment, credit and debit card information, amount paid, signature; 
• demographic information such as age, language preferences and other demographic information; 
• information about your interests and preferences such as wish lists and marketing consent; 
• information about the devices you use to shop online; 

• certain information and data that may be collected when you visit a Website, such as pages viewed, your IP address, browser information, internet service provider (ISP), referring/exit pages, platform type, date/time stamp, connection speed, read time, display time, and number of clicks, cookies and other online identifiers, or information collected when you interact with us on social media sites or through our electronic communications such as e-newsletters; 
• your image with cameras used in our stores to track store traffic or otherwise administer our loss prevention program and promote security; and 
• certain personal information contained in a resume, cover letter or similar employment-related materials, or any applicable pre-screening questions, if you apply for an employment opportunity with us. 

You may choose not to provide us with your personal information. However, if you make this choice we may not be able to provide you with the product, service, or information that you requested.  

In some cases, such as when you ask us to ship an order or you purchase a gift or gift certificate, we may collect information about someone other than you, such as the name, address, telephone number and email address of the recipient. You represent and warrant that you have the right and authority or have obtained all necessary consents to provide any information, including personal information of another individual, that is provided by you to Lush. 

How We Collect Your Personal Information 

We collect personal information from you in a variety of ways when you interact with Lush. Some examples include but are not limited to situations when you: 

• create an account on our Website; 
• order, purchase, exchange, return, or cancel an order for, any of our products or services, whether through a Website or in our retail stores; 
• contact us, make an inquiry about any of our products or services or otherwise request information or assistance from us; 

• communicate with our customer service representatives; 
• sign up to receive notifications about an online order, including when the order will be delivered or ready for pickup in store; 
• sign up to receive catalogs, newsletters, emails and/or SMS messages with information about new and limited edition products, special offers, events or other news; 
• register and participate in our customer forums or other programs; 
• provide feedback or make other submissions to Lush; 

• participate in a contest, sweepstake or other promotions; 
• participate in or respond to consumer survey or requests for consumer opinions, concerns or preferences regarding our products and services; 
• apply for employment with Lush; 
• engage with us on social media; or 
• use features of a Website that may be offered from time to time and may require such information in order to use the feature (including but not limited to submitting user-generated content as described in the Terms of Use). 

How We Use Your Personal Information 

Lush uses your personal information to offer and provide products and services (including to confirm, process and track orders and order status, shipping, payment, etc.), manage our relationship with you, verify your identity and address, carry on our business operations and as may otherwise be required or permitted by law or described in this Privacy Policy. Some examples of how we may use your personal information include (without limitation): 

•  to develop, enhance, improve, personalize, market, sell, or otherwise provide products, services or information; 
• to administer your account; 
• to conduct commercial transactions including to process and administer purchases, exchanges, returns or other transactions that you may engage in with Lush, including at our stores or through our Websites, and to communicate with you about those transactions; 

• to contact you regarding the status of an online order; 
• to contact you and respond to any requests or other communications that you may have had with us, including claims or requests for customer service; 
• to provide you with newsletters, catalogs, emails and/or SMS messages about products, special offers, events or other news (more information regarding our use of your email address and telephone number is provided below in the section regarding “E-Newsletters and other Electronic Communications”); 
• to conduct and administer surveys and contests, sweepstakes and other promotions in which you have participated; 
• to summarize in an aggregate format for statistical and research purposes, including, without limitation, to provide portions of this aggregated information to vendors, service providers or consultants to, for example, gauge the level of interest in our Websites, advertising campaigns and electronic communications, plan for Website infrastructure improvements and/or plan and evaluate marketing initiatives; 

• to perform data analysis and help us improve and customize our product and service offerings, Websites and customers’ experience; 
• to troubleshoot problems with the Websites; 
• to enforce our Terms of Use or comply with this Privacy Policy; 
• to protect the security and integrity of our Websites and our business; 
• to detect and protect against error, theft, fraud and other illegal activity and to otherwise administer our loss prevention program; 

• to process and respond to applications for employment; and 
• to comply with any legal or regulatory requirements. 

From time to time we may supplement information you give us with information from other sources, such as information validating your address or other information you have provided to us. This is to help us maintain the accuracy of the information we collect and to help us provide better service. 

E-Newsletters and other Electronic Communications 

In certain circumstances, we may send you email or SMS communications. For example, when you sign up or are subscribed to receive our e-newsletter, you may receive email or SMS marketing communications about our products, services, special offers, events, new website features, changes to this Privacy Policy or other terms and conditions, changes to any of our programs in which you might be enrolled, or other news. Similarly, when you sign up or are subscribed to receive notifications about an online purchase, we may send you email or SMS communications about the status of your purchase, including when the purchase will be ready for pickup in store.

To opt out of receiving email or SMS marketing communications from us, you can click the “unsubscribe” link in any email marketing communication, or contact us using the contact information in the “How to Contact our Privacy Officer” section, below. You can also opt out of receiving SMS communications from us by replying to the SMS communication with the word “STOP”.

Please allow up to ten (10) days for your “unsubscribe” request to be processed. Even if you opt out of receiving email marketing or SMS communications from us, we may still contact you by email for transactional or account-related purposes like confirming or following up on a purchase, order or service request, responding to customer service inquiries, or notifying you of product recall information. 

Cookies and Similar Technologies 

We may use tracking tools like cookies, web beacons and pixel tags that collect data while you browse and maintain a record of your visit. These technologies help us improve the Websites and deliver more personalized service based on your online behavior. We also use cookies to assist with anonymous site traffic analysis, which includes tracking the time/date of visits, pages viewed, and referring URLs.  

Most web browsers automatically accept cookies. If you would prefer to prevent your device from accepting our cookies, you may follow your internet browser’s steps for doing so on each device you use. Please note, however, that if you do disable cookies, you may not be able to shop on or access certain sections of our Websites. Also, your mobile device may not give you the ability to control cookies. If you wish to block cookies on our mobile applications, you will need to delete the application from your mobile device.  

How We Disclose Your Personal Information 

Lush does not sell or rent our customers’ personal information to any third party. However, in the normal course of business we may share some of your personal information with our related parties and affiliates and with third parties acting on our behalf or as permitted or required by applicable law. 

Related Parties and Affiliates 

We may share personal information that we collect within our affiliated group of companies for the purposes identified in this Privacy Policy. 

Service Providers 

We may disclose or otherwise make available personal information to third party service providers for processing or other purposes that support or facilitate our business operations or provide services on our behalf, such as for processing orders, notifying you of the status of an order, shipping, payment card processing, supporting the content, operation and maintenance of our Websites, facilitating and collecting customer reviews, and conducting surveys, contests, sweepstakes and other promotions. We contractually require all such service providers to keep your information confidential and secure, and to have privacy policies and practices with respect to personal information that are comparable to ours. 

Sale of Business 

Lush may disclose personal information we have about you in connection with a potential or actual purchase, sale, lease, merger, amalgamation or other type of acquisition, disposition or financing of all or part of our business or assets. 

Legal Disclosure 

Lush may disclose your personal information as required or permitted by law, including, without limitation, to comply with a subpoena, warrant or other legally valid inquiry or order or applicable law, or to report improper or unlawful activity. 

Consent 

By submitting personal information to Lush or its service providers, you agree that Lush may collect your personal information and you consent to the use and disclosure of your personal information in accordance with this Privacy Policy and as permitted or required by law. 

Storage, Retention and Security of Your Personal Information 

Storage 

Our related parties and affiliates and third party service providers may be located outside of Canada or the United States and this may result in personal information collected by Lush being stored or processed outside of Canada or the United States and, as a result, your personal information may be accessible to law enforcement, courts and regulatory authorities in accordance with the laws of such foreign jurisdictions. 

Retention 

Lush will retain personal information for as long as necessary for the purposes identified, or as otherwise required or permitted by law. Lush has retention standards to satisfy legal requirements, including to destroy, erase or render anonymous personal information that is no longer required for the purposes identified or as otherwise required by law. 

Security 

Lush takes reasonable steps to protect personal information in our control against loss, theft, and unauthorized access, disclosure or misuse with administrative, technical and physical safeguards appropriate to the sensitivity of the personal information. 

Unfortunately, despite these efforts, no security measures are perfect and hackers and other malicious actors may attempt to intercept or access the personal information described in this Privacy Policy. If you have any reason to believe that your account, transaction or information is no longer secure, please contact us using the contact information in the section below regarding “How to Contact our Privacy Officer”. In the wrong hands, your personal information could be used to commit identity theft, steal from you, or cause you other harms. It may also reveal information about your spending habits and other sensitive personal attributes. 

Internet or wireless communications are never completely private or secure and there is always a risk that any messages or information you send to or through a website or by email may be intercepted by others. 

If you create an account on a Website, you will need to set a password to access your online account. We strongly recommend that you set a strong password including a combination of letters (including a mix of upper and lower case), numbers and special characters, and do not disclose your password to anyone. Lush will never ask you for your password in any unsolicited communication (including unsolicited correspondence such as letters, phone calls or email messages). 

You should also be aware that certain aspects of the Websites are not confidential and are available for public viewing. For example, any submissions that you post to any publicly available online forum or blogs or other publicly available features of the Websites are not confidential and may be viewed by other users of the Websites. By making personal information publicly available where the Websites allow you to do so, you consent to such publication by Lush or its service providers. Please refer to the Terms of Use for additional provisions relating to user submissions that may apply to you. 

Accuracy of Personal Information and Your Privacy Preferences 

If any of your personal information in our records is inaccurate or incomplete, we will amend that information at your request, subject to any exceptions prescribed by law. Requests for correction of your personal information should be directed to the Lush Privacy Officer using the contact information set out below in the section regarding “How to Contact our Privacy Officer”.  

If you created an account on one of our Websites, you can access and change your online account profile yourself. If you are not a registered Website user, you can contact us to update your information using the contact information in the section below regarding “How to Contact our Privacy Officer”. 

Access to Personal Information 

At your request, we will provide you a statement outlining the personal information we have about you in our records and how that information has been used or disclosed by us. You may also request access to your personal information in our custody or control. In order to verify that the information is being released to the proper individual, you may be asked to provide suitable identification or to otherwise identify yourself. In certain circumstances, access to personal information may be denied. If we deny your request for access, we will advise you of the reason for the refusal. Requests for access should be directed to the Lush Privacy Officer using the contact information set out below in the section regarding “How to Contact our Privacy Officer”. 

Changes to this Privacy Policy 

Lush may revise this Privacy Policy at any time and from time to time. The revised Privacy Policy will be posted to the Website. We will provide additional notice of any material changes to our Privacy Policy. We encourage you to check this Privacy Policy regularly for changes.  

How to Contact our Privacy Officer 

If you have any questions, comments or concerns about this Privacy Policy or our privacy practices, please contact Lush’s Privacy Officer using the contact information below. All complaints will be investigated.  

In Canada and the USA: 

Lush Fresh Handmade Cosmetics  

8680 Cambie Street, Vancouver, British Columbia, Canada V6M 6P9 

Attention: Privacy Officer 

[email protected] 

1-888-733-5874

Terms of Use

Last updated on November 2, 2021.

This website is operated by Lush Internet Inc., doing business as Lush or Lush Fresh Handmade Cosmetics ("Lush/we/our/us").

For information on privacy issues please also see our Privacy Policy.

General

By accessing and using our website (the "site"), you, the user, unconditionally agree to follow and be bound by the terms and conditions we set out here. These terms and conditions may change at our discretion any time, and without notice. All orders and purchases made through this site are also governed by these terms and conditions.

Use of and orders placed on this website are governed by the laws and the courts of the province of British Columbia, and by the applicable laws of Canada. The user is also responsible for complying with these laws. The United Nations Convention on Contracts for the International Sale of Goods will not apply.

We reserve the right to correct errors and inaccuracies and change and update information on this website at any time without notice, including prices and item availability. All sizes and weights quoted are approximate. We do not guarantee the reliability of these descriptions and we will not be liable for any inaccuracy, error or omission in the information contained on this site in relation to the products and articles offered for sale by us, including their prices. All prices listed exclude applicable taxes and are in Canadian dollars and all delivery and any additional charges will be clearly displayed where they apply and will be processed in Canadian dollars. All prices listed on this site are subject to confirmation. You agree to pay all charges payable for your order. We reserve the right to limit the quantity of items that you may buy. We also reserve the right to cancel orders at our discretion.

We will use commercially reasonable efforts to deliver items as quickly as possible, and within any time indicated. However, we are not responsible for delivery delays beyond our control. We will endeavour to notify users if delivery is delayed. All items are delivered by a third party, and delivery is governed by their shipping contracts. We reserve the right not to ship to certain addresses.

By using this site, you represent that you are of the age of majority in your jurisdiction. If you are a parent or legal guardian agreeing to these terms and conditions, you must monitor and supervise the use of this site by the minor and you are fully responsible for the minor’s use of this site, including all financial charges and legal liability that he or she may incur.

The sale of products on this site may be subject to additional terms that will be made available when you place your order.

If we update these Terms of Use, we will post the new Terms of Use on this site and note the date that they were last updated. Your use of this site following any such posting constitutes your unconditional agreement to follow and be bound by the terms and conditions as changed.

Passwords and Accounts

You are responsible for maintaining the confidentiality of the password used to access your account and restricting access to your computer. We are not under any obligation to verify the actual identity or authority of any user of a password and login name. We may rely on the authority of anyone accessing your account or using your password and will not be liable for any damages or expenses arising out of or relating to any unauthorized use of such account or password. You agree that you are responsible for all activities that occur on your account.

You agree to notify us immediately if the confidentiality of your account or password is compromised. We have the right to take any actions that we deem reasonable in such event provided that we will have no liability for any act or omission on this regard.

We may suspend or cancel your account at any time for any reason without notice or liability to you or any other person.

Mobile Devices and SMS Communications 

If you access or use this site on a mobile device, or opt in to receive SMS communications (text messages) from Lush, including notifications about online purchases and messages about products, special offer, events or other news, you agree that you are solely responsible for all data and message charges that apply to your access to or use of this site or receipt of SMS communications. 

When you opt-in to receive SMS communications from Lush about picking up your purchase in-store, you will receive up to five text messages related to your order. Message and data rates may apply to any messages sent to you from us and to us from you. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.

You can text "HELP" or “AIDE” or “INFO” to 58741 for help or more information, and text “STOP” or “ARRET” to 58741, or follow the “unsubscribe” link provided in an SMS message from us, to opt-out of receiving future SMS communications about your order. After you opt-out, we will send you a reply SMS message to confirm that you have been unsubscribed. If you want to opt-in again, just sign up as you did the first time, and we will start sending the SMS communications to you again.

Lush is able to deliver SMS communications to many major mobile phone carriers, including the following (subject to change from time to time): Aliant Mobility, Bell Mobility, Eastlink, Fido, Mobilicity, MTS, NorthernTel Mobility, Rogers Wireless, SaskTel Mobility, Telebec Mobilite, TELUS Mobility, Videotron, Virgin Mobile Canada, Freedom Mobile. The supporting mobile carriers may change without notice, and the particular SMS communication service you join may be limited to specific carriers from time to time.

To find out more about when and how we collect, use and disclose information related to your mobile device, including your phone number, please see our Privacy Policy, or contact us using the details provided at the end of these terms and conditions. 

Intellectual Property Considerations

All textual and graphic content on this site, all materials, including the "Lush" name, logos and all related product and service names, slogans, images, text, illustrations, designs, downloads, icons, photographs, programs, video clips and written and other materials that are part of this site, as well as its organization and presentation, are subject to Intellectual Property Rights and remain our property. "Intellectual Property Rights" means patents, database rights, copyright, design rights (whether registered or unregistered), trademarks, trade names (whether registered or unregistered) and other similar rights, together with the right to apply for the protection of any such rights, owned by or licensed to us or one of our affiliates. Access to this site does not confer upon anyone license under our, our affiliates’ or any third party’s Intellectual Property Rights.

All design, text, graphics, their selection and arrangement and all software compilations, underlying source code, software, and all other material on this site are our copyright or are the copyright of its content and technology providers. All rights are reserved.

The materials on this site may not be copied, reproduced, posted, republished, sold or used in the participation in any sale of or exploiting in any way, any of the site’s contents. They may be downloaded, displayed, or printed by the user for non-commercial and lawful personal use only, and specifically for the sole purpose of placing an order with us or using this site as a shopping resource.

Images of people used on this site are used with permission or in accordance with applicable law. Reuse of them without permission may violate the privacy and publication rights of those persons.

Using Linked Content

This site provides links to other websites. All those sites are independent from Lush's, and therefore we have no control over, and no liability for, those websites or their contents, or their use. We provide these links for your convenience, and you decide to access them at your own risk. Without limiting the foregoing, you acknowledge and agree that, as you have chosen to enter the linked website(s) we are not responsible for the availability of such external websites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

User-Provided Content

By submitting content on or through this site, by e-mail or telephone, or by otherwise disclosing, submitting or offering content in connection with your use of this site (collectively, "Content"), you represent and warrant that you have full right and authority to submit that Content, and that you have copyright and proprietary right over that Content. You further represent and warrant that any Content submitted by you to the site will not violate these terms and conditions or any right of any third party, including without limitation, copyright, trade- mark, publicity, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity and will not contain any personal information of any third party. You are and shall remain solely responsible for the Content you submit and you agree to indemnify us and our affiliates for all claims resulting from or relating to any Content you submit. You grant us a perpetual, royalty-free, irrevocable, transferable, unrestricted, sub- licensable right and license to use the Content however we desire, including without limitation, to use, copy, reproduce, disclose, modify, delete in its entirety, adapt, publish, display, translate, create derivative works from and/or distribute such Content and/or incorporate such Content into any form, medium or technology throughout the world and for any purpose without restriction and without compensating you in any way. We are and shall be under no obligation: (1) to display, maintain or use Content in any way; (2) to maintain any Content in confidence; (3) to pay to you any compensation for any Content; or (4) to respond to any Content. You hereby waive all your moral rights in the Content for the benefit of us, our affiliates and our respective successors, assigns and licensees.

You may not contribute, post or transmit unlawful, defamatory, or threatening material, which would constitute or encourage criminal offenses, or violate any law. We reserve the right not to publish, or to remove, any Content we deem inappropriate for any reason whatsoever. You represent and warrant that no Content submitted by you to this site will be or contain libelous or otherwise unlawful, threatening, defamatory, abusive or obscene material, or contain software viruses, disabling mechanisms, harmful content, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam". You will not impersonate any person or entity or misrepresent your affiliation to a person or entity.

Lush has arranged with PowerReviews, Inc. (d/b/a Buzzillions) ("Power Reviews") to facilitate the collection of customer product reviews on products sold by Lush. When you submit a product review to Lush, you are also subject to PowerReviews' terms of use and privacy policies. Accordingly, you should review those policies prior to submitting a review. Also, reviews you submit may be posted on both Buzzillions.com and lushusa.com.

We and our affiliates take no responsibility and assume no liability for any Content submitted by you or any third party.

Site Security

You are prohibited from violating or attempting to violate the security of the site, including, without limitation: (a) accessing data not intended for you or logging onto a server or an account which you are not authorized to access; (b) attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization; (c) attempting to interfere with service to any user, host or network, including, without limitation, via means of submitting a virus to the site, overloading, "flooding", "spamming", "mailbombing" or "crashing"; or (d) sending unsolicited email, including promotions and/or advertising of products or services. Violations of system or network security may result in civil or criminal liability. We will investigate occurrences that may involve such violations and may involve, and cooperate with, law enforcement authorities in prosecuting users who are involved in such violations. You agree not to use any device, software or routine to interfere or attempt to interfere with the proper working of this site or any activity being conducted on this site. You agree, further, not to use or attempt to use any engine, software, tool, agent or other device or mechanism (including without limitation browsers, spiders, robots, avatars or intelligent agents) to scrape, navigate or search this site other than the search engine and search agents available from us on this site and other than generally available third party web browsers.

Our Liability

This website should be accessed and used at your own risk. Though reasonable efforts have been made to ensure the website is current and contains no inaccuracies or errors, no guarantees are made that the website's content will be error-free, accurate, complete or current at all or any times. When a mistake is noticed, we will correct it as soon as possible and make reasonable efforts to notify affected users. This may mean that orders not yet shipped may be cancelled.

We are not responsible for lost, incomplete, illegible, misdirected or stolen messages or mail, unavailable connections, failed, incomplete, garbled, or delayed transmissions, online failures, hardware, software, or other technical malfunctions or disturbances, whether or not these circumstances affect, disrupt, or corrupt communications.

None of Lush, our affiliates, our respective directors, employees, officers, mandataries, agents, vendors, licensors or suppliers are liable in contract, tort (including, without limitation, negligence), strict liability or otherwise, for any damages arising out of or related to access to or use of our site, or sites we link to, whether or not these damages are foreseeable and whether or not we have been advised of the possibility, including, without limitation, direct, indirect, special, consequential, incidental or punitive damages of any nature whatsoever. Other than as expressly provided in these Terms of Use, any indemnities, warranties, terms and conditions (whether express or implied) are hereby excluded to the fullest extent permitted under applicable law. As stated above, the products sold on this site are provided for private domestic and consumer use only. Accordingly, we do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of this site or for any products or services purchased from us.

Notwithstanding the above, our aggregate liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same cause. You understand that by using this site or any services provided on the site, you may encounter Content that may be deemed by some to be offensive, indecent, or objectionable, which Content may or may not be identified as such. You agree to use this site and any service at your sole risk and that we and our affiliates shall have no liability to you for Content that may be deemed offensive, indecent or objectionable.

Disclaimer

The laws of certain jurisdictions, including Québec, do not allow the exclusion or limitation of legal warranties and the exclusion or limitation of representations made concerning goods or services. If these laws apply to you, some or all of the exclusions or limitations below may not apply to you, and you may have additional rights.

This site is provided by us on an "as is" and "as available" basis. We make no representations or warranties, and provide no conditions, of any kind, whether legal, express or implied, as to the operation of the site or the information, content, materials, or products included on this site or services provided through this site. To the maximum extent permissible by applicable law, we disclaim all warranties and conditions of any kind, whether legal, express or implied (including warranties and conditions of merchantability, merchantable quality, quality or fitness for a particular purpose and non-infringement) relating to this site and any content. Without limiting the generality of the foregoing, we disclaim any and all warranties and conditions, legal, express or implied, for any merchandise displayed on this site and that this site will be error-free, current, uninterrupted, accurate, available, reliable, secure or complete. You acknowledge, by your use of this site, that your use of this site is at your sole risk. This disclaimer constitutes an essential part of these terms and conditions.

The above disclaimers shall survive indefinitely.

Informational Purposes Only

Insurance and financial-related information that may be provided on this site is provided for your general information only, and is not intended to substitute for, or provide, professional legal, investment, insurance, financial, accounting or tax advice. If you require any such advice, you should retain the services of a competent and/or licensed professional.

Some product and/or service descriptions, representations, warranties, guarantees, performance claims, and other content provided on this site are provided by our vendors, partners, and other third parties, and are not independently verified by us. The accuracy of such representations is the sole responsibility of the vendors, partners, and other third parties. While this site attempts to be accurate in its product and/or service descriptions, we do not represent or warrant that product and/or service descriptions or other content on this site are accurate, complete, reliable, current, or error-free. If you find that a product and/or service you purchase is not as described, your sole remedy is to return the product in accordance with our return policy, or cancel the service in accordance with the applicable service agreement.

Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Lush reserves the right at any time after receipt of your order to accept or decline your order for any reason. Lush further reserves the right any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. Your order will be deemed accepted by Lush upon our delivery of products or services that you have ordered. We may require additional verifications or information before accepting any order. Notwithstanding the foregoing, you agree that, if we cancel all or a portion of your order or if we provide you less than the quantity you ordered, your sole and exclusive remedy is either that: (a) we will issue a credit to your credit card account in the amount charged for the cancelled portion or the quantity not provided (if your credit card has already been charged for the order) or (b) we will not charge your credit card for the cancelled portion of the order or the quantity not provided. Do not assume that a cancellation or change of an order you have placed with Lush has been effected until you receive a confirmation from Lush via email or the Site. As stated above, you will be responsible for, and your credit card or third-party payment account may be charged for, the payment of all fees associated with orders already processed or shipped before your cancellation/change request or a request to terminate your account was received. Accepted orders exceeding item quantities or weights considered reasonable for normal personal use may be shipped by own arrangement via Courier, or in person, from our distribution facility, with an agreed collection date and time. The product and condition thereof must be accepted and signed off prior to the shipment leaving our facility. All responsibility including product damage, shipping errors become that of the purchaser at the time it leaves our facility.

This Site is provided solely for retail customers. The Site shall not be used to purchase products for re-sale or export. You represent and warrant that by placing an order via the Site that you are not a reseller, dealer, exporter, or distributor who resells the products offered by us. Site does not accept orders from any reseller, dealer, exporter, or distributor who resells our products. Site reserves the right to immediately bar access to the Site and terminate the account of any user who violates this provision.

View our Bulk Buying Policy.

Severability

If any of these Terms of Use is or becomes invalid or unenforceable, then these terms and conditions will be modified to remove the invalidity or unenforceability and will then be binding. All other terms and conditions will remain in full force and effect.

A failure to exercise any right or remedy will not affect any right or remedy nor alter the obligations, which we have to each other.

Miscellaneous

These Terms and Conditions between Lush and you, the user, supersede all prior agreements and understandings pertaining to this subject matter.

The delay or failure by us to act with respect to a breach of these terms and conditions by you or others does not constitute a waiver and shall not limit our rights with respect to such breach or any subsequent breaches.

We make no promise that materials on this site are appropriate or available for use in locations outside Canada, and accessing this site from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside Canada, you do so on your own risk and are responsible for compliance with local laws.

Where we take payment for an order in Canadian Dollars, we are not responsible for the exchange rate at which a bank charges its customer, or for any additional charges it makes. In addition, any refunds are made in Canadian Dollars and we are not responsible for the exchange rate at which a bank charges its customer, or for any additional charges it makes.

We reserve the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of our rights or obligations under these Terms of Use or any related contract to any third party.

These Terms of Use will be binding upon and will enure to the benefit of (i) you and your heir(s), executor(s), administrator(s) and other legal representatives; and (ii) us and our successors and assigns.

In the event of any conflict between the English version of these Terms of Use and any translation of them, the English version will prevail. It is the express wish of the parties that these Terms of Use and all related documents be drawn up in English. C’est la volonté expresse des parties que la présente convention ainsi que tous les documents que s’y rattachent soient rédigés en anglais.

Privacy & Lush

Your consent to the use of the personal information you provide to Lush is outlined in our Privacy Policy.

Contact Us

If you have any questions, comments or concerns about these terms and conditions, please contact Lush using the contact information below. 

In Canada and the USA: 

Lush Fresh Handmade Cosmetics 

8680 Cambie Street, Vancouver, British Columbia, Canada V6M 6P9

Email: [email protected] 

Phone: 1-888-733-5874