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RETURNS & EXCHANGES
Frequently asked questions
EXCHANGE POLICIES
EXCHANGE POLICIES
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
custserv@lush.com.ph within 7 days from receipt of delivery.
Can I exchange the items I purchased online in the stores of Stores Specialists, Inc. (Lush Philippines)? What should I do if I receive damaged items?
We have a friendly and knowledgeable store staff to help with any order queries or return/exchange requests. If you wish to exchange the items purchased online in the stores, you may visit any of our physical stores and we’ll be happy to help. Kindly refer to our directory here to find a store near you.
Exchange In-Store Conditions
Please make sure to request your exchange in-store within the return period. The return period starts from the invoice date of your order. A 15 day grace period will be added to consider delivery times.
You may request to exchange the item for the:
- same item (if damaged)
- change of color or size
- another item
Exchange value of the replacement item will be based on the invoice price, excluding shipping fees:
- If the replacement item has a lesser value, you will receive a credit note for the difference. This credit note is usable at any physical SSI store. Note: Shipping fee is excluded from the credit value.
- If the replacement item has a higher value, you will need to pay for the price difference at the store.
- If the item you’re exchanging is no longer available, our store team will work with you to find a suitable replacement.
How will my request for return or exchange be processed?
Upon confirmation of eligibility of return or exchange, the following processes shall take place:
The item may be retrieved via:
- Pick up by 3PL or LBC drop-off
- Return to an offline store
For returns:
- Refunds would be processed via the original mode of payment. (Note: Refunds in store are not allowed)
- Kindly note that the time it takes to receive your refund or reversal will depend on your bank or card provider.
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 email custserv@lush.com.ph.
What Is Needed to Have the Damaged Item Exchanged?
- It is returned within 7 days from receipt of item
- Item/s should be unused, unaltered, undamaged, saleable and with original tags and packaging (if applicable)
- The original receipt or digital sales invoice should be presented
- Exchange of the following items shall not be accepted: Counterfeit products, Items purchased from abroad
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?
For online exchanges, Lush Philippines will evaluate and confirm if the item is acceptable for exchange upon receipt of the item. The following items shall not be accepted:
- Damage caused by customer’s improper handling
- Merchandise already altered
Once an item is approved for exchange, Lush Philippines will give the customer 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.
Can I return my product if it arrives melted, or melts while I’ve stored it?
Some of our products are designed to melt around body temperature and may melt while in transit during hot climates. Thus, we will not be able to replace or refund if the products labeled with a melt warning symbol arrive melted. We highly recommend purchasing meltable products at any Lush store to avoid disappointment.
What should I do if my product arrives melted, or melts while I’ve stored it?
Please keep the meltable products in a cool spot away from direct sunlight once received. If your product arrives melted or melts while you’ve stored it, simply pop the products into the fridge to solidify and be usable.
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 custserv@lush.com.ph within 7 days from receipt of delivery.
Can I exchange the items I purchased online in the stores of Stores Specialists, Inc. (Lush Philippines)? What should I do if I receive damaged items?
We have a friendly and knowledgeable store staff to help with any order queries or return/exchange requests. If you wish to exchange the items purchased online in the stores, you may visit any of our physical stores and we’ll be happy to help. Kindly refer to our directory here to find a store near you.
Exchange In-Store Conditions
Please make sure to request your exchange in-store within the return period. The return period starts from the invoice date of your order. A 15 day grace period will be added to consider delivery times.
You may request to exchange the item for the:
- same item (if damaged)
- change of color or size
- another item
Exchange value of the replacement item will be based on the invoice price, excluding shipping fees:
- If the replacement item has a lesser value, you will receive a credit note for the difference. This credit note is usable at any physical SSI store. Note: Shipping fee is excluded from the credit value.
- If the replacement item has a higher value, you will need to pay for the price difference at the store.
- If the item you’re exchanging is no longer available, our store team will work with you to find a suitable replacement.
How will my request for return or exchange be processed?
Upon confirmation of eligibility of return or exchange, the following processes shall take place:
The item may be retrieved via:
- Pick up by 3PL or LBC drop-off
- Return to an offline store
For returns:
- Refunds would be processed via the original mode of payment. (Note: Refunds in store are not allowed)
- Kindly note that the time it takes to receive your refund or reversal will depend on your bank or card provider.
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 email custserv@lush.com.ph.
What Is Needed to Have the Damaged Item Exchanged?
- It is returned within 7 days from receipt of item
- Item/s should be unused, unaltered, undamaged, saleable and with original tags and packaging (if applicable)
- The original receipt or digital sales invoice should be presented
- Exchange of the following items shall not be accepted: Counterfeit products, Items purchased from abroad
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?
For online exchanges, Lush Philippines will evaluate and confirm if the item is acceptable for exchange upon receipt of the item. The following items shall not be accepted:
- Damage caused by customer’s improper handling
- Merchandise already altered
Once an item is approved for exchange, Lush Philippines will give the customer 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.
Can I return my product if it arrives melted, or melts while I’ve stored it?
Some of our products are designed to melt around body temperature and may melt while in transit during hot climates. Thus, we will not be able to replace or refund if the products labeled with a melt warning symbol arrive melted. We highly recommend purchasing meltable products at any Lush store to avoid disappointment.
What should I do if my product arrives melted, or melts while I’ve stored it?
Please keep the meltable products in a cool spot away from direct sunlight once received. If your product arrives melted or melts while you’ve stored it, simply pop the products into the fridge to solidify and be usable.
