For a limited time get Free Shipping for orders over $100 anywhere in Australia.

Untitled Document

TERMS AND CONDITIONS

Welcome to www.lush.com.au – the wonderful world of Lush Fresh Handmade Cosmetics. This website is operated by Lush Australasia Retail Pty Limited. Just so you know, when you use and/or order products from this website, you are agreeing to these here terms and conditions, and, from this point onwards, any reference to "we", "us", "our" or "ourselves" refers to Lush Australasia Retail Pty Limited. Which makes sense really, right?

Registered Address:
1b Charles St
Canterbury
NSW 2193

Address for any returns or comments;
Lush Mail Order
PO Box 83 
Canterbury
NSW 2193
ABN Number 24 077 737 663

We hope you have a lovely experience on our website. We spend many long hours by candlelight, wearing our fancy thinking caps, to ensure that this is the best possible website we can give our customers. Sometimes, however, things can break or go wonky, but we jump on the problems and try to sort them straight away. This might mean that your experience is a bit maddening, which makes us feel blue. So, if you do spot any errors, please hop on your computer as soon as you can and e-mail us at enquiries@lush.com.au, so that we can work on getting it fixed as soon as we can. Alternatively, you can call our Mail Order staff on 1300 587 428 or +61 2 9784 8521.
Because all of our products are fresh, handmade and contain lots of fresh ingredients, each batch of our products can come out slightly differently. This can then mean the product will differ from the one that Mr. Postman delivers to your front door, despite our best efforts to replicate the colours on the website. Colours also show up differently on different monitors.
So, are you sitting comfortably? Good, then we shall begin!

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!

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 24 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.

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. 

AVAILABILITY

We make all of our products so fresh that, very rarely, we may not be able to supply something to you that you have ordered. Don't worry, though, we will offer you an alternative or a refund: whatever you fancy!

PAYMENT INFORMATION

We accept Visa, MasterCard, AMEX, Diners, Pay Pal, Lush gift vouchers, Westpac Altitude Reward Vouchers, Direct Deposit, Cheque and Money Order.
Lush gift vouchers, Cheques, Money Orders and Westpac Altitude Reward Vouchers must be mailed to us and received before we can process and dispatch your order. 

CONTACTING US

Lush Mail Order is open from Monday to Friday 9am to 5pm. You can call us on 1300 587 428 or on +61 2 9784 8521. Alternatively, send an e-mail to enquiries@lush.com.au with any queries, problems or questions you may have.

10% DISCOUNT VOUCHERS 

You can pay with our Lush 10% vouchers online; the best way of doing this is e-mailing a photograph of the voucher (you will need to fill in the voucher with your details and, if you have already placed the order, with your order number) to enquiries@lush.com.au. We will need a photograph of the voucher intact, and then a photograph of the voucher ripped down the middle. (This is just so people can't use the same one again and again.) You can also do this via fax and send it to us at +61 2 9784 8555 but please let us know in advance so we can keep an eye out for it. This can be done before your order or once you have placed your order however your order will not be dispatched until we have received it.

PRICES

Please note that the prices as stated on our website are in Australian dollars and are inclusive of GST. 

CANCELLING ORDERS AND RETURNS

If you wish to cancel your order with Lush online then please contact us on 1300 587428 or enquiries@lush.com.au 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 Online.

The Lush online store is happy to offer customers a return or an exchange for items purchased online. Returns or exchanges are accepted on goods within 21 days from the date of purchase and will require proof of purchase.

If your item is damaged, faulty, or different to how it was described follow these easy steps:

  1. Take a photo of the item/s
  1. Send the photo to enquiries@lush.com.au along with your order reference number
  1. 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 credit card 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.


If you wish to exchange your item/s please follow these easy steps: 

  1. Contact our customer care team on 1300 587 428 or enquiries@lush.com.au
  1. Return the item to:

Attn: Lush Online
PO Box 83
Canterbury 2193
NSW

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 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 1300 587 428. 

DAMAGED PARCELS

If you receive a damaged parcel, or a parcel that does not match the description given at the time you bought the products, then please forgive us. You were probably really excited to receive them as well, which is always the way, isn't it?
So, in order to make it better, it would be brilliant if you could call us on 1300 587 428 or email us at enquiries@lush.com.au so we can let you know how we will get this sorted out. We will need you to send these products back to us within 14 working 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 because it's not your fault that you couldn't enjoy your goodies. Nothing in these Terms and Conditions affects your statutory rights as a consumer.

FRESH ORDERS

Now, our fresh face masks are free of preservatives and have to be treated like fresh food. That doesn't mean you can eat them, although Oatifix smells quite tasty, it just means that they need to be kept refrigerated, and this isn't always the case when they are being sent in parcels around Australia and the world. We can send fresh anywhere you like, but they have a very short shelf life of only three weeks.
Some areas will take longer to reach than others, so please bear in mind that it may sit in hot delivery depots and won't be kept refrigerated. If you are still willing to take this chance, we can't be held responsible for it turning up not as fresh as we recommend you should use it. We have an Express Post option on offer for you to get your fresh goodies delivered in a timely manner and we recommend choosing this when ordering any of our fresh face masks or Hair Doctor. 

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 newsletter and Lush Times by contacting us on 1300 587 428 or emailing enquiries@lush.com.au, filling out a sign-up form in store or via the sign up method available on our homepage! 

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 enquiries@lush.com.au  with the details you want removed or contact us on 1300 587 428. 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. 


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.

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. For all orders being delivered to an address in Australia, your final total will include GST at 10%. For orders delivered outside the Australia, GST will be deducted from your total payment during the final stage of the checkout process.