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.
Payment and Security
Prices and GST
Cancellations and Returns
Privacy and Personal Data
Your Statutory Rights
19b Foundry Road
Silverdale Auckland, New Zealand 0932
Address for any returns:
LUSH Mail Order
PO Box 620
Auckland New Zealand 0946
GST #: 69499813
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 0800 587 469 or email [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. To see more information on our delivery options, rates and times, please click here.
Everyone is allowed one customer account. 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)
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 placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected, 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.
If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.
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.
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.
2. 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 and have a very short shelf life of only three weeks. If you are ordering from a rural area your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
Any orders containing fresh face masks due to be shipped on Friday will be held and shipped the following Monday to minimise time spent in the postal system.
By ordering from our website or from our stores, 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
We 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 Westpac Payway secure server.
We accept Visa, Mastercard, AMEX, Diners Club and JCB through Westpac Payway. We also accept PayPal payments. Redemption of paper gift vouchers online is not available, but they can be redeemed by calling 0800 587 469 and quoting the gift voucher number to a member of our Customer Care team.
You can also telephone your order to us; call 0800 587 469 to chat to our happy Lush Customer Care team.
You can contact Lush Customer Care Monday-Friday 9am-5pm Sydney time. They will also be able to help you with any advice or help you may need with any Lush products. Alternatively, please e-mail your queries, problems or questions to [email protected]
5. Prices and GST
Our prices, as stated on our website, are in New Zealand dollars. We reserve the right to alter prices at any time. The price paid for the product will include New Zealand GST, and this will also be shown on your invoice once the order has been placed.
6. Cancellations and Returns
We aim to dispatch orders on the next 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 0800 587 469 and let us know during office hours, or via e-mail to [email protected] Once your order has been confirmed, we are usually unable to make changes.
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.
If you wish to cancel your order with Lush Digital, please contact us on 0800 587 469 or [email protected] within 12 hours of placing the order. You can still cancel the order once it has been dispatched but you will incur the postal cost of returning the parcel and the refund will not be processed until the parcel is received and reviewed by Lush Digital.
Lush Digital is happy to offer customers a return or an exchange for items purchased online. Returns or exchanges are accepted on goods happy to offer customers a return or an exchange for items purchased online. Returns or exchanges are accepted on goods posted to the below address and will require proof of purchase.
Returns Address: Lush Mail Order, PO Box 620, Orewa Auckland, New Zealand 0946.
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 your item is damaged, faulty, or different to how it was described follow these easy steps:
• Take a photo of the item/s
• Send the photo to [email protected] along with your order reference number
• Our customer care team will contact you to arrange the return of the product. We will send you a pre-paid postal label to use when returning the item to us. Once the item/s have been received and reviewed, you will either receive your new items (for exchange), or a refund for the cost of the purchase. Refunds will be issued directly to the payment card or account used for the purchase. Email notification will be sent once the return has been processed. Please allow up to seven days for the refund to process.
In the event of a change of mind
If you wish to exchange your item/s please follow these easy steps:
• Contact our customer care team on 0800 587 469 or [email protected]
• Return the item to: Lush Mail Order, PO Box 620, Orewa Auckland, New Zealand 0946.
If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods.
Once the item/s have been received and reviewed, you will either receive your new items (for exchange), or a refund for the cost of the purchase. Refunds will be issued directly to the credit card or Paypal account used for the purchase. Email notification will be sent once the return has been processed. Please allow up to seven days for the refund to process.
Return to Stores
Lush is happy to return or exchange online purchases at any Lush store within 14 days of purchase. The online purchase receipt is required when making a return or exchange.
Nothing in these Terms and Conditions affects your statutory rights as a consumer. If you should have any queries regarding returns please telephone us on 0800 587 469.
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.
8. Privacy and Personal Data
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 contacting us on 0800 587 469, emailing [email protected], providing your email address in store, or via the sign up method available at the bottom of this page.
Our newsletter and other direct marketing can be issued by us, Lush Australasia Retail Pty Limited, one of Lush’s subsidiaries, or by a service partner engaged by Lush Australasia Retail Pty Limited (an address management or data integrity company), for example, posting your copies of Lush Times. We will not otherwise disclose your personal information to other agencies or companies without your explicit consent, unless required by law. We treat your data as strictly confidential.
If you do not wish to receive these communications anymore please e-mail [email protected] with the details you want removed or contact us on 0800 587 469. 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.
9. 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.
10. GST Queries
Delivery costs will be added to your order and the final total will include GST calculated on your products and the cost of delivery.
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.