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Frequently asked questions


What should I do if I receive damaged items?

Stores Specialists, Inc. (Lush Philippines) takes utmost care to ensure that all products are properly wrapped, packed and sealed to prevent damages and/or breakages. In case of receipt of damaged items, please report thru within 7 days from receipt of delivery. Exchange will not be processed without prior notification either through phone or email.

Can I exchange the items I purchased online in the stores of Stores Specialists, Inc. (Lush Philippines)?

Items purchased from the Online store can be exchanged in any Lush Store across Metro Manila. Please contact our Customer Service before you proceed to the store so that we can arrange the exchange for you.

How do I cancel or change my order?

We normally don’t accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us at (02) 8830 5000 or email

What are needed to have the damaged item exchanged?
  • It is returned within 7 days from purchase date
  • Item/s should be unused, unaltered, undamaged, saleable and with original tags and packaging (if applicable)
  • The original receipt or the Order Number should be presented
  • Exchange of the following items shall not be accepted: Counterfeit products, Items purchased from abroad
Will the item for exchange be replaced immediately?

Upon receipt of the item, Lush Philippines will evaluate and confirm if the item is acceptable for exchange. The following items shall not be accepted:

  • Damage caused by customer’s improper handling
  • Merchandise already altered
  • Sale and Promo Items

Once item is approved for exchange, Lush Philippines will give the customer a unique Exchange number or a New Order Number to be used as reference for the approved exchange transaction.

Is it possible to get a different item to replace my original purchase?

Lush Philippines will replace the item with exactly the same item in good condition. If the item is no longer available, Lush Philippines will coordinate with the customer for a suitable replacement.

Is there a fee for delivery of the replaced item?

Lush Philippines will shoulder the courier/shipping expense for one time exchange of Regular Priced Items Only. For the succeeding exchange, Lush Philippines shall charge the Shipping Fee to the customer. For damaged items (due to factory defect), delivery of the replacement item to the customer shall be free of charge.

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