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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, 9:00am-7:00pm 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/Debit Card, or Maya Wallet via Maya
b) Credit/Debit Card, Gcash via Paynamics
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 Maya?
For information regarding Maya payments and accounts, visit the Maya website https://www.maya.ph/.
What is Paynamics?
Paynamics Technologies Inc. is an electronic payment solution provider that offers a secure, real-time payment processing of credit/debit cards and other payment systems online.
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 dunelondon.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 2 kilos, shipping fee for Metro Manila is Php150.00 and Php 200.00 for provincial area. There will be an additional Php 100.00 per kilo in excess of 2 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 7 to 15 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.
Do You Offer Free Shipping?
We have an ongoing free shipping promo for any order that reaches a minimum purchase of P3,000.00. We may also offer free shipping promotions during campaigns.
What is MSL Points?
1. How do I earn My SSI Life (MSL) points when shopping online?
You can earn 1 MSL point for every Php 200 spent on fulfilled orders from Lush.
2. Which My SSI Life account will my points be credited to?
Your points will be credited to the email address registered with your My SSI Life account. Please ensure you use the same email when placing your online orders.
3. When will my MSL points be credited?
Points are credited and rewarded 15 business days into the succeeding month after your order is successfully delivered. Only orders placed after registering for the My SSI Life loyalty program will be credited.
4. Do I earn points on all purchases?
Only qualified and fulfilled orders earn My SSI Life points. Orders made using payments such as, but not limited to, online credit vouchers (OCV), credit notes, alterations, repairs, and shipping fees do not qualify to earn points.
5. Can I use my MSL points for my online purchases?
No. Earned points can only be redeemed at participating SSI Group physical stores. Simply present your My SSI Life app and a valid ID matching the name on your account upon payment.
6. Can I use my in-app e-vouchers when shopping online?
No. My SSI Life e-vouchers are only valid for use at participating SSI Group physical stores.
7. What should I do if my points don't appear on the app?
If your points are not credited, please contact our customer service team at customerservice@ssigroup.com.ph for assistance.
CLICK & COLLECT
What is Click & Collect?
Click & Collect lets you order online and save on shipping by picking up your purchase directly from the store! Currently, you can enjoy this service in the following stores:
- Greenbelt 5
- Glorietta 4
- SM Megamall
- Bonifacio High Street
- Alabang Town Center
- Ayala Malls Manila Bay
How it Works
On the Product page:
- Click “Check for Availability for Collection in store” for a quick view of which stores currently have the item in stock.
- A checkmark (✓) indicates that the item is available at that store at the time of checking.
At checkout:
- Under the Delivery Method, select Pickup and choose your preferred store from the available locations. Note that pickup locations are subject to stock availability.
- Once your order is ready for collection, you will be notified via email.
- Proceed to the counter of the selected store and present the email confirmation to claim your order.
Participating Stores
| C&C Store | Contact Information | Store Hours |
|---|---|---|
| Lush Greenbelt 5 | Address: 2/F Greenbelt 5 Ayala Center, Makati City, 1223 Metro Manila | Monday - Friday 11:00 AM - 8:00 PM Saturday - Sunday 11:00 AM - 9:00 PM |
| Lush Glorietta 4 | Address: G/F Glorietta 4, Ayala Center, Ayala Avenue, Makati City, 1226 Metro Manila | Monday - Friday 10:00 AM to 8:00 PM Saturday - Sunday 10:00 AM to 9:00 PM |
| Lush SM Megamall | Address: 205 (B) 2F SM Megamall Building B, Mandaluyong City | Monday - Sunday 10:00 AM - 7:00 PM |
| Lush Bonifacio High Street | Address: Quadrant 7 BGC Retail Promenade, Fort Bonifacio Global City, 1630 Taguig City | Monday - Thursday 11:00 AM - 9:00 PM Friday - Sunday 11:00 AM - 10:00 PM |
| Lush Alabang Town Center | Address: 1196 Commerce Mall Alabang Town Center, Commerce Avenue Ayala Alabang, Muntinlupa 1770 Metro Manila | Monday - Thursday 11:00 AM - 8:00 PM Friday - Sunday 11:00 AM - 9:00 PM |
| Lush Ayala Malls - Manila Bay | Address: G/F Ayala Malls Manila Bay Diosdado Macapagal Avenue, cor Aseana Ave, Tambo, Parañaque City | Monday - Thursday 10:00 AM - 9:00 PM Friday - Sunday 10:00 AM - 10:00 PM |
Please see store guide for all Lush stores: https://lush.com.ph/pages/shops
For any concern or inquiry regarding your order, please contact our customer service team via custserv@lush.com.ph and we will do our best to assist you.
Pickup Requirements
Customers shall present the following at the Click & Collect counter:
- Valid photo-bearing ID
- Order/pick-up confirmation sent via email
If you are authorizing a representative, they must present the following:
- Signed authorization letter from the customer
- Photocopy of the customer's valid ID
- Valid photo-bearing ID of the representative
- Order/pick-up confirmation via email
Important reminders
- Customer-initiated cancellation of pick-up shall not be allowed in general, except in cases of double orders, fraud, or defective/damaged items.
- Click & Collect orders are only available for pick-up once you've received an email notification confirming that order is ready for collection. Orders may not be claimed prior to such notice.
- Customers shall be given seven (7) calendar days from the date of pick-up advisory to claim their order. Thereafter, unclaimed orders shall be returned to our inventory.
- For cancellations, we will notify you with the refund reference number once it becomes available. Please note that the time it takes for the refund to appear in your account depends on your bank's processing time.
- Click & Collect is available for prepaid orders only.
Other Frequently Asked Questions (Click & Collect)
How will I know when my order is ready?
You'll receive an email notification once your order is ready for pickup.
Where do I collect my order?
Please proceed to the counter of your selected store.
What do I need to bring to collect my order?
Please present your confirmation email together with a valid ID to the store team when collecting your order.
Can someone else collect my order for me?
If you are authorizing a representative, they must present the following:
- Signed authorization letter from the customer
- Photocopy of the customer's valid ID
- Valid photo-bearing ID of the representative
- Order/pick-up confirmation via email
How long will my order be held for pickup?
Your order will be held for seven (7) calendar days as mentioned in the email. Orders not collected within this window may be cancelled. If you are unable to collect on-time or require other arrangements, please contact our customer service team at custserv@lush.com.ph for assistance.
What happens if an item becomes unavailable?
If an item is unavailable at your selected pickup location, your order may be cancelled. If you have already paid, a refund will be processed accordingly.
Can I change my selected pickup store?
No. Once your order has been placed, the selected pickup store can no longer be changed. Please ensure you select your preferred store before placing your order.
Can I switch from Pick Up to Delivery after placing my order?
No. The delivery method can no longer be changed after the order has been placed.
What if I don't collect my order within the pickup window?
If your order is not collected within the designated pickup window, it may be cancelled as we're unable to reserve stock indefinitely. If you are unable to collect on-time or require other arrangements, please contact our customer service team at custserv@lush.com.ph for assistance.
What should I do if I have an issue with my Click & Collect order?
For any concern regarding your order, please contact our customer service team via custserv@lush.com.ph and we will do our best to assist you.
