Frequently asked questions

Contactless Pickup and Buy Online, Pick Up In Store

How it works

  • Shop online
  • Select a store for pickup
  • Make your purchase
  • Receive an email confirmation once your order is ready to pick up
  • Go to the store with valid photo ID and ask a staff member for your order
  • Enjoy!

How do I know if my products are in stock?

If a product is out of stock at your local Lush, it won't show the option to order online and pick up in store. Check back soon, as we’re constantly making and shipping fresh batches.

When will I get my order?

  • As soon as you make your purchase, the store will receive your order and get started packing it right away.
  • If an order is placed between 9 am and 5pm, we aim to have it ready in under four hours. If an order is placed after 5pm, we aim to have it ready by noon the next day.
  • When it's ready for pick up, we'll email you.

What do I need to bring to pick up my order?

Grab a piece of government-issued photo ID and head to the store.

Can someone else pick up my order for me?

Yes...if you tell us they're coming. We'll explain. When you place your order, you give us the details of the person who will be picking it up and they must provide photo ID when they arrive.

How long will you hold the order?

We will hold the order at your chosen location for three days after which point it will be cancelled.

How do I cancel my order?

Simply call the store you had the order sent to, and they can cancel it for you.

How do I return an order?

When you pick up your order, and you're not satisfied for any reason, you can make the return right in the shop. If you need further assistance, please contact our Customer Care team.

Can I pick up some of my order and have the rest shipped to my home?

Yes! Select the shipping location at the cart screen to determine where you’d like it shipped/picked up.

Are there any restrictions?

Only the designated recipient or the individual who placed the order may pick up the order, no exceptions.


Where does Lush ship to?

We ship within Canada via UPS & Canada Post and to the United States (including Alaska and Hawaii, but excluding Guam, Puerto Rico and the US Virgin Islands) via UPS. Unfortunately we cannot ship to P.O. Boxes in the US at this time and are unable to send packages to any other countries or destinations. Learn more about shipping.

More shipping information


How do I track my order?

When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.

How do I change or cancel my order?

We do not normally accept order cancellations or changes once an order has been processed.

How do I return my order?

Lush wants you to be happy with your purchase. If you wish to return a product, please contact Customer Care to obtain a return authorization and receive further instructions. Unfortunately, we are unable to accept returns for products purchased through Lush retail stores.

More information on Returns

Why is my credit/debit card not being accepted?

The billing address and phone number provided must match the information currently on file with your bank. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields.


I have a question about a product I purchased in a retail store…

If you have a question about a product you purchased in a retail store, please call or visit the store where you made the purchase.

View the addresses and phone numbers of stores located in the US.

Does Lush offer product samples?

We frequently include product samples when we ship purchased items. Unfortunately we are unable to ship samples separately due to the volume of requests that we receive.


Who do I contact if I'm having technical difficulties with the website?

If you are having difficulty placing an order online, or experiencing other problems with the website, contact Customer Care.

I've forgotten my password and can't login to my account - what do I do?

If you have forgotten your password, reset it here. Be sure to enter the email address you used to set up your account.

What happens if one of my subscription items is out of stock?

If an item is out of stock on the day your order is placed, you will receive an email letting you know that the order could not be placed. We will continue trying to place your order every day. After 15 days, if the product is still unavailable, you will receive another email to let you know. If the item is still out of stock after 30 days, we email to let you know that your order was cancelled, but your subscription will remain active and we will place your next order on schedule. If you have any questions about your subscription orders, please contact Customer Care.

What happens if one of my subscription items is discontinued?

If an item is discontinued you will receive an email to let you know that your subscription for that item has been cancelled. You can contact Customer Care if you would like some suggestions for alternate products.

What type of payment method does Lush subscriptions accept?

We accept all major credit cards for Lush subscriptions. Unfortunately, at this time we do not accept PayPal or debit card payments.

Does Lush have a newsletter? How do I sign-up?

Does Lush have a newsletter? How do I sign-up?

Rest assured Lush will not share your contact information with third parties.

Does Lush have gift cards?

Yes! Lush gift cards are available in denominations from $5 to $250 and may be redeemed online, by telephone, or in Lush retail stores.

Gift cards are delivered to the recipient via Ground ($4.00 charge) or Priority ($8.00 charge). For faster delivery, choose our E-Gift Card, a personalized gift card sent via email.


Why is my credit/debit card not being accepted?

The billing address and phone number provided must match the information currently on file with your bank. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields.

Are there any franchise or wholesale distribution opportunities with Lush?

Lush is a privately owned and operated company within North America and there are no opportunities for franchise or wholesale. However if you are interested in opening a Lush store outside North America, please write to INTERNATIONAL ENQUIRIES, Lush, 29 High Street, Poole, Dorset, BH15 1AB England or fax your proposal to +44 (0) 1202 661832.

Press Inquiries

Members of the media can contact our Public Relations department at

Sponsorships, Giveaways and Events

Lush is only able to offer products, gifts or event sponsorship to our current Charitable Giving partners. Our Charitable Giving program supports small grassroots organizations working to reform the root causes of environmental, animal protection and human rights issues. Although we strive to help as many organizations as possible, we currently don’t have the capacity to fund sponsorships, scholarships or personal fundraising initiatives. If you wish to learn more about the organizations we support, please view our funding guidelines and current partners.


What is Lush's mailing address?

Lush Fresh Handmade Cosmetics
8680 Cambie Street
Vancouver, British Columbia
Canada V6P 6M9

Where can I find the nearest Lush retail store?

We are rapidly expanding our business throughout North America. View our US shops. If there are no retail locations near you, Lush Direct (phone and web) will be pleased to deliver your order right to your door.

Gift Cards

How do I check my gift card balance?

You can check the balance of your gift card online here.

How long does it take to receive my e-gift card?

It may take up to 1 hour for your gift card to be activated. You will receive an email when the activation is complete, so please be sure to check your spam folder.

How long does it take to receive my physical gift card?

Ground $4.00 - 2 - 8 Business Days

Air $8.00 - 2 - 3 Business Days

Can I use my gift card online or in a store?

Your gift card can be redeemed through phone orders and online as well as in our stores located in the US and Canada. Your gift card is not valid in Lush stores that are located in Macy’s.

Can I use my US gift card in Canada or vice versa?

Yes, you can! Our systems will automatically calculate the exchange rate.