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
Your Statutory Rights
162 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, but you have to be 18 or over to do so. 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 may be 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.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.
After placing your order you will receive an automated acknowledgement.
If you have a complaint relating to our 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 Commerce Commission New Zealand.
We have one standard delivery option for customers in New Zealand.
Standard delivery ($9.00) will be sent via courier. It will be delivered between Monday and Friday and will require a signature. If you should miss our courier, they will leave a card with a number that can be called to arrange for redelivery or pick-up. If your order contains any fresh face masks, we will not send it out on a Friday.
See all delivery information here.
In the event that your order has not arrived within a reasonable period of time please contact us.
2.1 Privacy and Personal Data
So that we can deliver your order to you, we will provide your details to our couriers and postal service providers that deliver your order.
2.2 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 or preparation for.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies.
- Disruption to public or private telecommunications networks.
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 Retail Limited. 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 time of delivery to you.
2.4 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.
2.5 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 products from rural areas, 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
We do not hold your credit card data. You do not enter any credit card data into the Lush website. 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 (PCI DSS 3.2 compliant).
We accept Visa, Mastercard, AMEX, Diners Club and JCB through Adyen. We also accept PayPal payments through Adyen. 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, excluding public holidays. 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. Prices and promotions held in our 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.
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.
To cancel a contract, please contact us in writing to tell us by sending an email to [email protected] or by sending a letter to Lush Mail Order, PO Box 620, Orewa Auckland, New Zealand 0946. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us. You need to inform us of your decision to cancel before the 14 day cancellation period has expired.
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 14 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 14 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 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 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 14 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 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. Nothing in these Terms and Conditions affects your statutory rights.
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. 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.