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RETURNS & EXCHANGES

Frequently asked questions

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. 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)?

We have a friendly and knowledgeable Customer Service team to help with any order queries or return/exchange requests. If you have received defective items, we will process this in the online store. If you wish to exchange the items purchased online in the stores, please email custserv@lush.com.ph and we’ll do everything we can to sort things out.

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 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.

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.

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