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Lush in the Time of COVID-19: FAQS
UPDATED: August 4, 2020
Everything you need to know about your orders in these uncertain times
We’re thrilled to be able to serve you again and are ready to help you with your online orders. Our customer service team is on hand and happy to help you through any of your concerns, but if it’s a quick question that you need an answer to, you might want to peruse this list of frequently asked questions.
Can I still order from lush.com.ph during the quarantine?
Yes! You may place all your Lush essential orders on lush.com.ph for the duration of the quarantine. We are able to process and deliver orders in key areas nationwide.
However, due to the modified enhanced community quarantine (MECQ) and travel restrictions in place from August 4 to 18, please expect delays in delivery. We are also still unable to deliver orders to Cebu City and Mandaue City due to the lockdown.
Though our courier partners are committed to delivering your order, please note that some areas have stricter quarantine protocols than others. Should there be any issues with delivery, we will reach out to you immediately. Please ensure that the contact details you provided are up to date and accurate.
When will my order arrive?
The standard of 3-5 working days for Metro Manila and 5-10 working days for provincial still apply, although please be patient with us as there may be some unforeseen delays. Travel restrictions are still in place, and we are working with smaller teams to safeguard the health of our employees. With less people to pick and pack your items, it may take some time before we can dispatch your order. Rest assured we are doing our best to get your order to you safely. We ask for your patience and understanding during this time.
For customers in Cebu City, orders will be shipped once ECQ is lifted. If you have a pending order that has not yet arrived, our customer service team will be in touch with you. You may also follow up by emailing email@example.com or sending us a message on Facebook with your order number.
For customers in other areas of Cebu province, please allow an additional 5 days for your order to reach you.
Is it safe to shop online at lush.com.ph?
The health and safety of the Lush community is our topmost priority. We continue to ensure that our items are packed in accordance with the highest hygienic standards, and that our courier partners have stringent measures in place to ensure safe deliveries. Nonetheless, we encourage you to wash your hands thoroughly afterwards.
In order to maintain social distancing, we offer contactless deliveries and online payment methods via PayPal or credit cards.
I need to return a product. How do I do so under the quarantine?
You can find our usual return policy here, however, we understand that these are extraordinary times. In the event that the item you received was damaged, please reach out to our customer service team at firstname.lastname@example.org and we will do our best to facilitate your request. All returns will be processed once the MECQ has been lifted.
Are any of your physical stores open?
The time has come for us to reopen our doors and welcome you back to some of our stores. We thank you for your patience and continued support during this time.
Starting May 18, 2020, the following branches are open to provide all your Lush needs:
Lush Glorietta - 10:00am to 6:00pm
Lush Greenbelt - 10:00am to 6:00pm
Lush Mall of Asia - 11:00am to 8:00pm
Lush Trinoma - 10:00am to 6:00pm
We encourage you to also check with respective mall operators for any unexpected changes to scheduled store hours.
Why are some of the items I ordered not available anymore?
Unfortunately, with our retail stores closed, not all of our usual items are available online. If your order included an item that is currently unavailable, our customer service team will be in touch to sort things out.
I have other inquiries. How do I get in touch with you?
We hope that we were able to address your concerns regarding shopping at lush.com.ph during this uncertain time. However, we understand that you might have other questions that were not addressed here.
Please feel free to reach out to our customer service team at email@example.com from Monday to Friday (9:00 am to 6:00 pm) for any other questions you may have regarding your orders.
We thank you for continuing to support Lush and the communities we work with, and we are grateful for the opportunity to provide you with your essential needs at this time.
Stay safe and keep washing those hands, Lushies!