Terms and Conditions
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 the website, and details about us. Thanks very much for reading.
- Online Ordering
- The Contract
- Fresh Orders
- Payment and Security
- Prices and GST
- Cancellations and Returns
- Damaged Parcel
- Privacy and Personal Data
- Intellectual Property
- Your Statutory Rights
Address for any returns:
Sash Natural Pte Ltd
237 Alexandra Road
We are Lush Singapore, under the care of Sash Natural Pte Ltd (UEN no. 201116501G) of 237 Alexandra Road, #05-19 Singapore 159929.
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, email us straight away at [email protected] We aim to provide high quality service and all feedback helps us to improve each time.
We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as humanly possible. 24 and 48 hour delivery is available, but unfortunately not available for Malaysia orders. To see a full list of postcodes covered by 24 and 48 hour delivery, or to see more information on our delivery options, please click here.
1. Online Ordering
Before you can place an order, you will need to register and then log in. Everyone is allowed one customer account. You are more than welcome to send lots of Lush to your friends, but they may live in a different house. All you need to do is complete a separate order for each different delivery address. Easy! By placing an order on our website, you agree to give:
Your real name
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)
Very occasionally, if the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. While we can't be held liable for this, we will do everything we can to resolve this for you and put that smile back on your face again.
Once your order has been accepted, you just pay the sum that you see at the end of the checkout process, together with the delivery fee. We will only accept credit or debit cards in the name of the customer placing the order. Once you have placed an order, you will receive an e-mail within 24 hours, and then one within 48 hours of your order being dispatched, so you will know when to get the bath running!
Placing an order is legally binding but this does not affect your statutory rights as a consumer. For more details you can also have a little look at 'Cancellations and Returns' in these Terms and Conditions.
Please note that actual weight of Lush products may vary due to external and environmental factors.
If, in our reasonable opinion, a customer acts against these Terms and Conditions, we do reserve the right to cancel or suspend their involvement in a sale. This includes non-payment of ordered products or fraudulent use of our website and / or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept any order from any customer who we have cancelled or suspended.
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.
For UK orders (i.e. orders to be delivered to a UK address) and non EU orders (i.e. orders to be delivered to a non EU address), once we accept your order, a contract to purchase and deliver products takes effect between you and Lush Retail Limited. For orders to be delivered to an EU address, once we accept your order, a contract to purchase the products takes effect between you and Lush Retail Limited. If you have selected the EU delivery option) a contract to deliver the products to you takes effect between you and Lush Distribution Limited (please refer to the standard Lush Distribution Limited Terms and Conditions).
You pay the sum that you see at the end of the checkout process, together with the delivery. Lush Distribution Limited's overseas delivery charges are collected by us on behalf of Lush Distribution Limited during the checkout procedure and we undertake to make your payment to Lush Distribution Limited on your behalf following receipt of your payment to us.
Upon receipt of your order for the products you will be charged for the products and the delivery costs (delivery costs for orders will be collected by Sash Natural Pte Ltd on behalf of Lush Singapore).
Products being delivered to Malaysia by us will be at your sole risk from the time of delivery to you.
- The Contract
When we confirm acceptance of your order by confirming the products have been despatched 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 a product. 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 e-mail 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.
- Fresh Orders
Our fresh face masks are like fresh groceries. They are made with only fresh ingredients and contain no preservatives; as a result, they need to be kept refrigerated. If you are ordering fresh from outside of Singapore, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
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.
4. Payment and Security
Lush do not hold your credit card data. You do not enter any credit card data into the Lush site. When you come to pay for your products you leave our site and your payment is processed through the Adyen secure server. Adyen are our secure global payment processing partner.
If you elect to use our saved credit card feature a unique token is stored securely with Adyen. This unique token enables you to make additional purchases using the information they’ve securely stored which includes your card’s type, expiration date, and limited digits of your card number. Your 3 digit CVV number is not stored and will still be required at checkout as a security measure. You can delete any saved cards you have with us at any time in your profile’s ‘my account’ section. We do not authorize Adyen to use or disclose your personal information except in connection with providing their services.
We accept Visa, Mastercard and AMEX through Adyen. We also accept PayPal payments.
Payment will be taken in Singapore dollars (SGD), and if applicable, your card will be charged according to the exchange rate at that time.
You may contact Lush Customer Care Monday - Friday from 9.30am to 5.30pm Singapore time at [email protected]
5. Prices and GST
Our prices, as stated on our website, are in Singapore dollars (SGD). We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. The price paid for the product will include Singapore Goods and Services Tax (GST) otherwise known as Value Added Tax (VAT), and this will also be shown on your invoice once the order has been placed. Please keep in mind that you are responsible for import fees and taxes specific to your country.
6. Cancellations and Returns
We aim to dispatch orders within one working day, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please call us on (65) 6884 5494 and let us know during office hours, or via e-mail to [email protected] If you would like to change anything about an order we would recommend that, in the first instance, email us at [email protected] to avoid having to pay for delivery again.
You have a legal right to cancel a contract which starts from the date we confirm your order has been despatched, which is when the contract between us is formed. If the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products. Days mean calendar days, including weekends and public holidays.
To cancel a contract, please contact us in writing to tell us by sending an email to [email protected] 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.
Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 7 days after the day you inform us of your right to cancel. You can return products by sending them to our Returns Address below. Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
If you cancel a contract within the 7 day cancellation period, you will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for. You will not be refunded for any costs you have incurred for returning the products to us. Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 7 calendar days after the day on which we receive the returned products, or (if earlier) within 7 calendar days after the day you provide us with evidence that the products were returned to us. Where the products have not been delivered to you, we will process the refund within 7 calendar days after the day we were informed of your decision to cancel the contract. Unless you expressly tell us otherwise, we will refund you on the credit card or debit card used by you to pay for the products.
We have a legal duty to supply products that conform with 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 products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
Details of your legal right to cancel and an explanation of how to exercise it are provided in the confirmation of despatch.
Returns Address: Lush Singapore, 237 Alexandra Road, #05-19 Singapore 159929
7. 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 these products back to us within 7 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. Nothing in these Terms and Conditions affects your statutory rights. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please email [email protected]
Not fresh, handmade baked goods. The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.
9. Privacy and Personal Data
"Personal Data" defined under PDPA refers to data about the individual that is in the possession or under the control of the organisation.
Your personal data will only be used for the processing and invoicing of your order only. If you would like to be kept up to date with all the new exciting Lush news, you can opt in for our email newsletter by emailing [email protected] or via the sign up method available at the bottom of this page.
If you do not wish to receive these communications anymore please e-mail [email protected] with the details you want removed. If you would like to change your personal data on our database or you want to inspect your personal data on file please contact us on the details mentioned above.
10. Intellectual Property
All texts, designs, trademarks, logos, brand names, product names, titles, sounds, music, graphics, video interfaces, visual interfaces, photographs, artwork and source code including, but not limited to, the functioning look and feel of such contents contained on the website is owned by its respective owners and is protected by trade dress, copyright, patent and trademark laws and various other intellectual property rights and unfair competition laws.
11. Your Statutory Rights
Nothing in these terms affects your statutory rights.
We may vary these terms from time to time. If we do we will replace these terms on our website with our new terms.