Lush Kitchen Subscription FAQ - NZ

GENERAL

What's new?

Check out our new Kitchen features, log in through lush.com and navigate your account easier than ever before. Simply, click "Subscriptions", then "Manage Subscription" under your Lush Kitchen Box account and you can seamlessly make updates and adjustments.

What is Lush Kitchen?

Lush Kitchen is a subscription service that delivers limited-edition products to your doorstep every month. It’s an opportunity for surprise and delight and it’s where our most loyal fans can get their hands on small batch products for bath, shower, body and more. Why is it called Kitchen? If you’ve ever seen our manufacturing facilities, they look like big Kitchens with crates of fresh flowers, fruits, vegetables, butters and our lovely teams chopping, blending and mixing product batches every day.

What is the difference between the Kitchen boxes?

Kitchen Standard Box: 4-5 exclusive, limited-edition bath, shower and skincare products.

Kitchen Shower Box: Not a bath person? No problem! Get 4-5 limited-edition shower and skincare products.

Kitchen XL Box: Want them all? You got it! Unbox all 6-7 bath, shower and skincare Kitchen exclusives.

I'm already subscribed to the standard Lush Kitchen Box, can I switch to the Kitchen Shower Box or Kitchen XL Box?

Yes! We treat each Kitchen Box as a separate subscription, so to switch to a different box first cancel or pause your current subscription from the Subscriptions section of your account dashboard. Then subscribe to the Shower Box or XL Box.

We take payment for the upcoming box on the first of the month, so remember to make your changes before the last day of the current signup month!

Yes! Just be aware that we treat each box as a separate subscription. If you do opt to receive both boxes within the same month they will be charged and shipped as separate orders.

Can I change which box I receive each month?

Yes! To change which one you receive, cancel or pause your current subscription from the Subscriptions section of your account dashboard, then subscribe or unpause the alternate box. We take payment for the upcoming box on the first of every month, so don’t forget to make your changes before the last day of the current signup month.

What can I expect in my box?

Each month our Kitchen team selects a different theme paired with carefully curated products. Kitchen subscribers can expect a collection of vegan products each month which include items from various product categories.

Do I need an account to join Kitchen?

Yes, all subscriptions must be tied to a Lush account. If you don't already have an existing Lush account you will be prompted to create one before checking out.

Are all the Kitchen products vegan?

Yes, our Kitchen team ensures that all Kitchen products are vegan. With retro items, we update the product formulas if they weren’t originally vegan.

Where is Lush Kitchen available?

Kitchen boxes are available in most Lush markets, and ship from the U.K., U.S., Canada, Japan, Germany and Australia. If Kitchen is not available in your local Lush market then please set your country to the UK, which ships to most International territories.

The last day of every month will be the last day to select and subscribe to the upcoming box(es). The following day (the first) is when the payment will be taken. On the ninth, we start making your fresh handmade favourites and on the last day of the month we begin dispatching your Kitchen box(es).

For example, for September’s box - 31st July is the last day to select and subscribe. The following day, 1st August is when payment will be taken. You will then receive your box in September.

When can I find out what's coming up?

Each month, subscribers will receive an email detailing the upcoming month’s products for each box. This information is also posted on our website for the Kitchen curious (a.k.a. non-subscribers).

How do I skip, pause or cancel my subscription?

You can pause, skip or cancel whenever you want. You can easily pause your entire subscription and reactivate it at any time. Additionally, you can also skip individual monthly boxes and then un-skip if you change your mind. This can all be done by logging into your Lush account at lush.com and selecting “Manage Subscriptions”.

Will samples be included with my order?

Kitchen Boxes do not include samples (though we have been known to add a few bonus items here and there).

Can I purchase a subscription box as a gift?

Yes, absolutely! Once you've signed up and subscribed, simply input the recipient's address as the delivery address so they can receive a surprise Kitchen Box every month.

Please note: to make this a one-time occasion just cancel or pause your subscription after your desired month.

Can I resell any components of the subscription box?

No, by purchasing on lush.com you agree to not resell any products. Please read the full terms and conditions here.

PAYMENT AND SHIPPING

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

Log in to your Lush account on our website and select “Manage Subscriptions”. You will be given an option to update your information. Please note that changes need to be made before the fifth of the month to avoid being charged and shipped the next month’s box(es).

Is there a fee to join?

No, there is no fee to join Lush Kitchen other than the monthly subscription price.

How much is shipping?

Shipping is $12 NZD for orders to New Zealand.

Can I add other items to my subscription and combine shipping?

Kitchen Box is a monthly subscription service that renews automatically (unless you tell us otherwise), so we won't be able to add additional items.

Can I pick up my order in-store or opt for same-day delivery?

No, we do not offer in-store pickup or same-day delivery for our Kitchen Box.

How can I track my Kitchen Box?

All orders sent to New Zealand are trackable, so you'll know when your products are about to arrive. As soon as your Kitchen Box is dispatched, we'll send you an email with your tracking number which can be checked with Australia Post. Your tracking number will look similar to this "64A00000xxxxx”. Tracking numbers can also be viewed in your order history, but you're also welcome to ask our Customer Care team.

Which payment methods do you accept for Kitchen?

We only accept Visa Credit Cards, Mastercard Credit Cards and American Express. We do not accept debit cards, including Visa Debit Cards and Debit Mastercards.

What happens if my credit card is about to expire?

Log in to your Lush account and select “Manage My Subscription”. There you will be able to update your credit card info by clicking the EDIT button.

RETURNS, REFUNDS AND EXCHANGES

Can I return any of my products/order?

Our Kitchen Box is sold as a whole product so we do not refund single items. However, if anything arrives damaged, we will replace the whole box or individual products. Kitchen Box products are limited edition and made in limited quantities, which means we may replace a damaged product with a different year-round item when needed.

What if my products arrive damaged?

Our Customer Care team will be able to assist in the event that you receive broken or damaged products.