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How Covid-19 May Affect Your Order

Your frequently asked questions, answered

Hey, Lushies! We miss your faces, and we want to thank you for your amazing online support during this time.

When we temporarily closed our shops across North America in March, we didn’t know what the future would hold, and we’re still taking things day by day. Knowing that you’ve stuck with us makes all the difference.

But we also know that long waits, delays and other complications have left you feeling frustrated (and we don’t blame you—we’d feel the same way). We want to get your favorite Lush products into your hands as fast as we can. But we also want to take a second to explain why things are taking a little longer than normal. So we’ve compiled a list of your most-asked questions below.

I placed an order ages ago. Where is it?

Every Lush order is lovingly picked and packed by hand, and this hasn’t changed. What has changed is that we’re seeing a big increase in online order volume while at the same time ensuring our staff can keep safe social distance (more on that below). On top of that, most shipping carriers are experiencing delays on their side as well. All of this means longer waits from production to shipping. How delayed? We estimate it takes about two to three weeks from when you place your order to when you receive it.

I still want to know exactly where my order is. What’s the best way to contact Customer Care?

We get it, and you’re not alone. These delays also mean that our Customer Care team is getting more requests for calls and webchats. They’re working hard to get you the answers you need, when you need them. At the moment, wait times for both phone and webchat are around an hour. We’re not currently supporting email and social media responses to give our team more time to respond to the most urgent requests and bring those wait times down. We will let you know when this changes.

For full details, hours of operation and exactly how to contact us, head to our handy Contact Us page.

Staff are working hard to answers your calls while keeping themselves safe.

A Lush employee answering calls.

Why do I have two charges on my credit card statement?

When you place most online orders, your order is "preauthorized" on your card. This means that the money is being held by your bank, but not charged by us, until the order is confirmed and in our fulfillment process. At that point, the preauthorized amount is released and then the charge goes through.

So which orders are being filled right now?

Any time you want to check where we're at in our processing timeline, head to this link. It'll tell you which orders we're currently filling, and hopefully gives you a better idea of when we'll start making and packing yours.

When will I get my package once it's shipped?

With so many storefronts temporarily closed, shipping carriers are also working overtime to deliver online orders. This means that the same delays and social distancing that affect us affect all of the different delivery methods, too. When your order ships, you’ll get a tracking number. Don’t be concerned if it initially says that there’s no information: it can take at least 48 hours (and sometimes longer, due to high volumes) for the carrier to activate your tracking information. Rest assured: the package is still out our door and on its way. If you’re looking for the shortest, easiest answer, however, right now we estimate that from processing to delivery, you should expect to receive your package about three weeks after the order is placed.

I wanted to order something, but it was out of stock. When will it be back?

The same safety precautions and hygiene requirements that impact our fulfillment teams also (naturally) extend to the Lush employees who physically make your product, too. We are not manufacturing products at full capacity, which means that some items might temporarily go out of stock. We’re working to prioritize the products with the highest demand so that you can get all of your favorites.

Can I add samples to my online or contactless pickup order?

Samples are given out based on what we currently have in stock and based on whether we get the request prior to checkout. We do our best to add samples to our online orders when we have them ready-made on-hand at the time of fulfillment.

Can I make a change to my order after it’s been placed?

Looking to add items, change items, remove items or combine two or more orders together? With the increase in order volume, combined with more limited hours and staggered shifts, it can be very hard for us to find and change an order without furthering delaying our processing times. So long as the package (or packages) hasn’t left our facility, we can try to cancel the order and help you replace it, but at this time we’ve had to put a pause on change requests post-checkout.

Can I make returns or exchanges right now?

Because our shops are closed, we’ve extended our normal return/refund policy past the usual 30 days. Once our stores are back open for business and ready to accept returns, you’ll be able to make those changes in-store for any orders that you received while they were closed. If you’d prefer not to wait, you can always send your order back to us. Just give us a call first so we can verify whether we’ll be able to accept the return and so we can provide you with the correct address. Please note that we will be unable to cover the cost of the shipping for return or guarantee its arrival at our facilities but we will be happy to process a refund once we receive it. If you’re sending back your order for an exchange, we will cover the cost of shipping for your new order. Just note that with our carriers being extra busy, this process may take longer than normal and you will likely experience delays both ways.

How are you keeping staff safe?

We know that our staff are the heart and soul of our business, and their safety is our top concern. We’ve increased safety measures and special precautions for hygiene and social distancing in our workplaces. In short, this includes creating a safe environment for staff to self-report their own requirements as they develop, strict handwashing and sanitizing protocols and personal protective equipment like masks and gloves.

We are also making sure that the workspace itself is regularly cleaned three times per shift—particularly the “high touch areas” like work surfaces and picking trays. We stagger break times and put caps on lunchroom seating so that all employees can enjoy a safe lunch or coffee break while still social distancing. And we run focused safety huddles to share the most up-to-date information with our teams.

How long will stores be closed?

In order to keep our staff and customers safe, all 250 of our stores across Canada and the US are closed for the time being. We're working closely with local authorities to determine when we can reopen and what precautions must be taken, and we'll communicate as soon as we have any news on when we can welcome you back through our doors.

A final note from Lush

We understand that waiting longer is frustrating. We want you to know that we're doing everything we can to speed up the process while keeping our employees and communities safe. And, again, we thank you so much for your support during this time.