Kitchen - Terms and Conditions
Terms & Conditions
Introduction
We want to give you the best shopping experience, so please take a moment - honestly, it won’t take long - to read about how all this works. It will take you through everything from ordering and paying online to delivery, using our website, kitchen.lush.com, and details about us. Thanks very much for reading.
Address for any returns
Lush Online,
Unit E,
Fleets Corner Industrial Estate,
Poole, Dorset,
BH17 0HL
We are Lush Global Digital Ltd (company registration number 10719619) of 29 High Street, Poole, Dorset, BH15 1AB.
Trademarks are owned by Cosmetic Warriors Limited and used under License.
At Lush, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.
We Believe in Excellent Service.
We believe our Lush Customer Care team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, call our team straight away on +44 (0) 01202 930051 or email [email protected] We aim to provide high quality service and all feedback helps us to improve each time.
1. Ordering
You have to be 18 or over to create an account with us, our website isn’t aimed for use by minors.
By placing an order on our website, you agree to give:
- Your real name
- Your email address
- Your billing address
- A delivery address (this may be the same as your billing address)
- A contact phone number (in case we need to speak to you about your order).
The purpose of processing this information is that it is necessary for the performance of a contract with you.
If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have signed up to the subscription service, you will receive a confirmation email and another confirmation email once your box has been dispatched. Dispatch dates will be closer to the end of the month once the product has been made. The time between subscription and dispatch of the box will be a few weeks. You then have a rough idea of when to start running the bath or shower, or when your next stash of skin and hair care products will be with you.
1.1 Complaints
If you have a complaint in relation to these Terms and Conditions or our products, we will attempt to resolve the complaint using our internal complaints-handling procedure. If the process is exhausted and the complaint is not settled in this way, you may make a request to us for the dispute to be settled by mediation through The Retail Ombudsman or Online Resolution Dispute Platform. If you make such a request, we shall consider whether or not we wish to use The Retail Ombudsman to try to resolve the dispute but we are not obliged by law to do so. If we agree to submit a dispute to The Retail Ombudsman, we shall notify you and you may (i) complete the online form on the Retail Ombudsman website or (ii) send your complaint using a paper form to The Retail Ombudsman, 33rd Floor Euston Towers, 286 Euston Road, London NW1 3DP. Further information on the Retail Ombudsman can be found here.
2. Delivery inside the UK
We have one delivery option for customers in the UK, standard delivery. Orders will be sent with Royal Mail, so keep your eyes peeled for your local postie.
Return address:
Lush Online,
Unit E,
Fleets Corner Industrial Estate,
Poole, Dorset,
BH17 0HL
2.2 Delivery outside of the UK
We will confirm the cost to deliver your products at the checkout prior to placing your order. Alternatively, if you are ordering from overseas and don’t want to incur the expense of overseas delivery you can also elect to have your products delivered to a UK address. This option can be selected as part of the checkout procedure.
If you decline the cost of shipping as part of the checkout procedure, and do not select the alternative of a delivery to a UK address, then we will not be able to process your order.
We may appoint other members of the Lush group (including Lush Manufacturing GmbH) to fulfil and deliver your order directly to you. Where you are entitled to return any products subject to any order, we may ask that you send those products to a third party nominated by us or make them available for collection by a third party nominated by us (which, in each case, may be a member of the Lush group).
Delivery time to overseas destinations will vary depending on the delivery destination, for details, see here. In the event that your order has not arrived within a reasonable period of time please contact Lush Customer Care Team on +44 (0) 1202 930051 or email [email protected]
3. Data protection and privacy policy
Any personal information you provide to Lush Global Digital Ltd directly or via our website and from which you can be identified is stored securely and confidentially and will be processed fairly and lawfully in accordance with our Privacy Notice.
So that we can deliver your order to you, we will provide your details to couriers and postal service providers that deliver your order.
4. Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
- Strikes or other industrial action.
- Civil commotion, terrorism or threat of, war or threat.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Pandemic.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies including, but not limited to lockdowns or such equivalent events.
- Disruption to public or private telecommunications networks.
Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.
Arrangements
After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.
Once we accept your order, a contract to purchase and deliver products takes effect between you and Lush Global Digital Ltd. You pay the sum that you see at the end of the checkout process, together with the delivery. Upon receipt of your order for the products, you will be charged for the products and the delivery costs. Products will be at your sole risk from the point they are delivered to you.
5. The Contract
When we confirm acceptance of your order by confirming the products have been dispatched a legally binding contract will exist between us. If we do not confirm acceptance we will refund your payment.
Your order constitutes an offer to us to buy product(s). If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain email addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
The subscription for products is intended for personal use only.
Depending on the date of subscription, if you are a new subscriber, you may miss the cut-off date for a delivery of products for the month in which you sign-up, in which case the first order will apply for the following month.
6. Resale
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.
7. Payment and Security
When you come to pay for your order, you will be entering your card and payment details into the Lush website. We accept payment with Visa and Mastercard, and your payment is processed through the Ayden secure server. Ayden is our payment processing partner.
Your payment details are stored securely to enable recurring payment for your Subscription, and it’s your responsibility to update these details if they change or if otherwise required.
Payment will be taken in pound sterling (£), and if applicable, your card will be charged according to the exchange rate at that time.
Payments are taken between 6th-8th (inclusive) 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 between 6th-8th each month, until you cancel your Subscription, or skip a Box.
If you have any questions, you can contact Lush Customer Care Monday to Friday 8am - 7pm. Saturday 9am-5pm. Sunday 10am-4pm. Bank Holidays 10am-4pm. We are closed Christmas Day, New Year’s Day and Easter Sunday.
8. Prices and VAT
Our prices, as stated on our website, are in pound sterling (£) and include VAT, where applicable. You will be charged in pounds sterling even if you don't live in the UK. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our high street stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.
Where you have requested delivery to a UK address, the price paid for the product will include VAT at the applicable rate, and the applicable amount of VAT will be shown on your final VAT invoice.
If you have requested delivery to a non-UK address, the products will normally be zero-rated and not subject to UK VAT, however the total amount charged for your order will not change.
9. Customs
Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
10. Cancellations and Returns
Subscription Cancellation
If you want to cancel your subscription without incurring a cost for returning unwanted items to us, you will need to do it before the payment is taken between 6th - 8th (inclusive) each month.
You have a legal right to cancel the subscription contract which starts from the date you sign up, which is when the contract between us is formed.
To cancel a contract, please contact us in writing to tell us by sending an email to [email protected] or giving us a call on +44 (0) 1202 930051. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email, then your cancellation is effective from the date you sent us the email. If you call and notify us during office hours, your cancellation is effective from the date you call us.
Rolling Subscription Cancellation
You have a legal right to cancel the subscription contract which starts from the date you sign up, which is when the contract between us is formed.
To cancel your rolling subscription please call us on +44 (0) 1202 930051 and let us know during office hours, or via email to [email protected] You can also cancel your rolling subscription by using the My Subscription services on kitchen.lush.com. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email, then your cancellation is effective from the date you sent us the email. If you call and notify us during office hours, your cancellation is effective from the date you call us.
If you would like to change anything about your subscription or delivery we would recommend that in the first instance, you give us a call on +44 (0) 1202 930051 or email us at [email protected] to avoid having to pay for another month subscription or shipping to an incorrect address.
We have a legal duty to supply products that conform to the descriptions and specifications in the contract between you and us. As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the subscription box products to us because they are faulty or misdescribed, we will offer you an exchange where possible, or a full refund after we have received the return, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
Details of your legal rights to cancel and an explanation of how to exercise it are provided in the confirmation of dispatch.
Return address
Lush Online,
Unit 7,
Witney Road,
Nuffield Industrial Estate,
Poole,
Dorset,
BH17 0GL
In the event of a damaged parcel
We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send the subscription box products back to us within 14 days of receiving them, we will offer you an exchange where possible or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please call (01202) 930051. This applies to UK orders and stores only.
11. Cookies
For more details about how we use cookies, please see our Privacy Notice and Cookie Policy
12. VAT Queries
Delivery costs will be added to your order and the final total will include VAT at the applicable rate calculated on your products and the cost of delivery. For orders delivered outside the EU, VAT will not normally be chargeable, although the total cost of your order will remain unchanged. For those outside the EU, authorities in your country may impose their own duties or taxes on incoming parcels. We are not responsible for any such charges.
13. Your Statutory Rights
Nothing in these terms affects your statutory rights.
14. Variation
We may vary these terms from time to time. If we do we will replace these terms on our website with our new terms. If we make more significant changes to these terms, we will notify you and you may contact us to cancel your subscription before the change comes into effect and you will receive a refund for any products paid for but not received.
15. Governing Law
These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction.
kitchen.lush.com is a site operated by Lush Global Digital Ltd whose registered address is 29, High Street, Poole, Dorset, BH15 1AB, Company Number 10719619, VAT Number GB 241 7442 22