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Order & Shipping

Frequently asked questions

PLACING AN ORDER

How do I place an order?

All orders are placed online through the site. You may Shop according to Size (if size options are available) by clicking on the size beside the ‘Add to Cart’ or simply click on the product you wish to purchase, choose the size and quantity and click on the ‘Add to Cart’ button, and proceed to either purchase additional items by clicking ‘Continue Shopping’ or to ‘Proceed to Checkout’. You may check the items in your Bag at any time and any page during your shopping by hovering over the ‘Bag’ icon at the topmost right of the page, beside the ‘Login’ icon’. A number beside ‘Bag’ will correspond to the number of items you have saved in your Bag.

Saving items in your Shopping Bag does not mean a reservation. The facility allows you to keep track of what you want to buy until you are ready to make the payment. Note though that while Lush Philippines ensures that all items are adequately stocked, it is possible that the item you saved in your Bag may be unavailable by the time you make the purchase. When this happens, you can pay for the items that are available, and keep the out-of-stock items saved in your bag You can visit the site regularly to check availability.

When is my order processed?

Orders are processed during regular business hours, 9am to 6pm from Monday to Friday, not including holidays. Orders placed on non-business days (Saturday, Sunday and Holidays) will be considered as orders placed on the next business days.

How soon will my order be processed?

All orders are processed immediately after payment has been confirmed.

Can I cancel my order?

Since it would not be possible to change or cancel orders, it is highly recommended that all information and order details be reviewed and finalized before clicking the ‘PLACE ORDER’ button.

Where can I ask questions 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. You may also message us on Facebook or Instagram.

PAYMENT

What are my payment options?

Customers can pay for the items and other charges if any (i.e., delivery), thru any of the following modes of payment:

ONLINE

a) Credit Card via PesoPay

b) Credit Card or e-Wallet via PayPal

Lush Philippines (Stores Specialists, Inc.) reserves the right to ask for additional reference from the customer (e.g., photo of valid ID), for the need to verify the payment made via credit card.

UPON DELIVERY

a) Cash On Delivery (COD)

What is Asiapay?

Asiapay Payment Technology Corp., is a leading electronic payment service, solution and technology house in Asia, which provides a comprehensive suite of the latest secure, scalable, function-rich real-time payment processing capabilities of credit card and debit cards online

What is PayPal?

For information regarding PayPal payments and accounts, visit the PayPal website https://www.paypal.com.

Security

Payments made online via credit card go through an additional layer of security using 3-D Secure technology. 3-D Secure is a global authenticated payment program and interoperable technology standard for secure payment, more commonly called Verified by Visa and MasterCard SecureCode, protecting merchants from chargeback losses and costs related to fraudulent or disputed online transactions. A transaction using 3-D Secure will initiate a redirect to the website of the Issuing bank to authorize the transaction. SSI does not have control over the authentication method used by the issuing banks. After authentication, you will be redirected back to the lush.com.ph Checkout page to complete your order. For more information on authentication, please contact your issuing bank.

DELIVERY

Where do you deliver?

Delivery is limited to addresses within the Philippines

  • The customer is responsible for providing the correct and complete delivery details: a. Name of recipient b. House no. or lot/block/phase no., street name, subdivision, barangay, town, province and zip code c. Unit no., floor building name, compound, street name, barangay, town, province and zip code
  • The use of abbreviations is highly discouraged.
  • Stores Specialists, Inc. (Lush Philippines) may not be held responsible for orders lost due to inaccurate/incomplete details provided by the customer.
  • If delivery was not completed due to erroneous details, the customer will be charged for re-delivery to correct address
  • The customer is responsible for providing a correct contact number, preferably a mobile number. The customer is responsible to ensure that this number is active should we need to contact you about your order.
How will my order be delivered?

Orders will be delivered by our official partner couriers

How much do I have to pay for delivery?

Shipping fee is calculated based on its actual, or dimensional weight, whichever is higher. It is also dependent on the delivery location. Standard shipping rates are as follows: For the first 3 kilos, shipping fee for Metro Manila is Php150.00 and Php 200.00 for provincial area. There will be an additional Php 50.00 per kilo in excess of 3 kilos.

Where can I see the corresponding delivery charge?

Handling and Shipping charges will be added to the total price of the items in the Shopping Bag after all Shipping and Billing information has been submitted in the Check Out process.

When will my order be delivered?

Orders will be delivered within 3 to 5 business days for locations within Metro Manila and 5 to 10 business days for provincial locations. Deliveries are made from 9am to 6pm from Monday to Friday. Change in schedule or charges due to holidays will be posted accordingly.

I cannot receive the package myself. Can I ask someone else to receive it for me?

To protect the customer, packages will only be surrendered to the person whose name is indicated in the delivery receipt and must present a proof of identification. However, in cases where the recipient cannot be physically present, he/she must provide his/her assigned representative with an authorization letter together with a proof of identification.

What should I do if I find an irregularity in the package?

Please notify us through mail at custserv@lush.com.ph in case of discrepancy and/or any signs of package tampering.

Can I ship to multiple addresses?

We can process your order with a different billing address and shipping address. However, we can only ship a single order to one shipping address. If you would like to ship to more than one shipping address, kindly place another order.