Lush Spa FAQ and Policies
The following procedures and policies are in place to care for our clients' and therapists' well-being and ensure every customer has a magical experience at the Lush Spa.
Due to popular demand, London (Oxford Street) Spa is fully booked until Jan 2024.
Which treatments will I be able to experience?
Can I book a double treatment or spa party?
Yes, our Lush Spas can offer double treatments and parties. Please call your local spa for more information.
Are there any Covid precautions I need to take when visiting the Lush Spa?
If you feel unwell before you arrive for your treatment please call the spa to rebook.
At the Lush Spa, we pride ourselves on an excellent customer experience. Our treatments are handmade by us and our therapists are trained to perform these treatments to an exceptional standard. Due to the nature of our treatments, if for any reason you are too late for your appointment, we may not be able to carry it out. This is because we want you as a client to have a full Lush Spa experience with us and therefore we do not cut our treatments short.
We will do our very best to accommodate you in this situation however, please be aware that if you arrive 10 minutes late or more we may not be able to perform that treatment, but you may be offered an alternative treatment if the schedule allows or to reschedule.
Spa Cancellation Policy
If you are unable to attend your spa treatment, please let us know and we can reschedule or offer you a full refund. We are unable to offer refunds on appointments cancelled or rescheduled with less than 24 hours notice. Any cancellations or rescheduling with less than 24 hours notice or no-show appointments are subject to a cancellation fee amounting to 100% of the cost of the scheduled appointment.
*All refunds are usually actioned within the same working day of the request being received, via the original payment method. It may however take up to seven working days for the refund to show up on your account. We do not accept any liability for refunds not made within this timeframe where you have provided us with incorrect information to action the refund or where there is a problem with banks.
To cancel please call the Spa you are booked in with.
At Lush, we operate a minors policy to ensure that our clients feel 100% comfortable when they are receiving treatments. The policy is as below and no exceptions can be made.
Please note that when a guardian is signing a consent form, they must be present in the Lush Spa shop to do this with a therapist during the consultation.
18 and over: All treatments can be received.
At Lush, we operate a pregnancy policy to ensure our clients safety and make sure they are 100% comfortable when receiving our treatments.
First trimester: We cannot perform any treatment during the first trimester of pregnancy.
We have a full range of vegan products available and all experiences can be easily tailored to vegan clients on the day during your consultation.
We hope you enjoy your experience and feel as relaxed as possible. To help keep the atmosphere calming and restorative, Lush operates a zero-tolerance policy on drugs and alcohol. Our staff reserve the right to cancel treatments due to any inappropriate behaviour.
If you require any further advice or details, please do not hesitate to contact your local Spa or Customer Care by phone: (+44) 1202 930051 or [email protected].