You've got questions, we've got answers


Can I make changes to my order after it's been placed?

Unfortunately, the window we can make changes to your order after you’ve placed it is very small. Our team is usually picking and packing your order within a few hours of you placing it however we will always try to accommodate. Please reach out to our Customer Care team and we will gladly assist you.

What payment methods do you accept?

We currently accept payment via Credit, cheque or debit card, Instant EFT, Zapper, Mobi credit, and Samsung pay.

Is it safe to use my credit card on your website?

Yes! Here at Lush ensuring a safe and secure checkout experience is our top priority which is why we choose to use one SA’s leading payment gateways - Payfast. Our website also does not store any of your credit card information on-site.

How can I track the status of my order?

Simply log onto your Lush account and view your most recent order - we will be sure to update you every step of the way. We will also send you a couple of confirmation emails to keep you updated along the way. Once your order has left our warehouse we will be sure to send you a tracking number to follow along as your order makes it way to your bathtub.

What should I do if I haven't received an order confirmation email?

We are so sorry to hear that! Please be sure to double-check your spam folder just in case your email got lost along the way. Still can’t find it? Reach out to our lovely customer care team and will gladly assist.

Can I cancel my order?

We can cancel any order up until it has been shipped. Simply reach out to our Customer care team and we will be able to get that sorted for you.

Do you offer gift wrapping or personalized notes with orders?

We have a fabulous personalized gift option where you simply place an order with your choice selection of goodies and add a knot wrap to the order. Before checking out, you can add a personal gift note (located underneath the delivery option section), once your order makes its way to our online Team, they then wrap up the goodies in the knot wrap selected and add the personalized note to the order. Creating a beautiful personalized gift for your special someone!

What should I do if I receive a damaged or incorrect item?

While we try our best to ensure every order is hand picked and packed to perfection, mistakes can still happen. Should you find that one of your items have been damaged or is incorrect, please reach out to our dedicated customer service Team. where one of our Lushies will happily assist you!

How do I return or exchange a product?

You can find all the necessary return & exchange info here

What if the item I want is out of stock?

Due to high demands - occasionally our fan-favorite's sell out fast. Not to worry click the 'let me know when my item is back in stock' button to get an email as soon as it is restocked.

We restock weekly so you shouldn't be left waiting too long!


Do you offer any product samples?

Yes! Did you know that we pop in complementary samples into every online order? These are selected by our team based on the items in your order.

However you are more than welcome to request specific samples of products you are dying to try. Simply pop us a message in the "order notes" field when you checkout.

Due to the high number of requests we are unable to ship samples without a product purchase. However you can request for complimentary samples in store ( no purchase required). Just ask one of our lovely shop assistants to help you!

Please note that samples are subject to availability and do not include gifts, mouthcare or bath products as these are best enjoyed in their entirety. Limited to 5 per customer.

Are your products cruelty-free and vegan?

All our products are 100 percent vegetarian and 95 percent of them are completely vegan.

Being vegetarian is something we’ve always been passionate about, and we’re always looking for vegetarian alternatives to ingredients that are typically derived from animals. Glycerin, for example, is often derived from animal fat, but our glycerin is made from non-GMO rapeseed oil, while our yogurt, usually made from cow’s milk, is soy-based. These alternatives offer all of the same gorgeous benefits of their animal-derived counterparts.

We do use ingredients like honey and lanolin in a few of our products, which is why our product range is only 95 percent vegan. However, when we do source these non-vegan ingredients, we work tirelessly to ensure they come only from suppliers as staunch about their own cruelty-free practices as we are—and we’re always actively researching new ingredients and new formulas that allow us to create vegan alternatives for some of our most beloved products.

What is the shelf life of your products?

All of our potted and bottled products have a sticker on the side that gives you both the date it was made as well as the date by which we recommend you use it. Our soaps and naked products are good for up to 14 months after the date they are made, and we always try to get them to you as fresh as possible. Fresh face masks (sold in the fridge in-store) don't contain any preservatives so they need to be kept refrigerated and expire within one month.

Are your products tested on animals?

One of Lush’s core values is our Fight against Animal testing. We have been fighting against animal testing since before we opened our first shop, and the fight continues today. Animal testing is poor science and its results are irrelevant for humans. Instead, we test our products for safety and effectiveness on human volunteers – real people. We also use in vitro test methods, using human cell-cultures and microbiology. To read more about this life-long campaign click here

Are your packaging materials eco-friendly?

Yes! Your Lush products are packaged in eco-pop chips, a potato starch-based packing material which dissolves quickly in water and soil.

We also use recycled paper to ensure your products are kept safe and free from any external damage.

Products that are sensitive to heat get packaged in plant-based cellulose bags. These bags may look like plastic but are completely biodegradabe too!

Are your products safe for sensitive skin?

Here at Lush we have a policy of 'fresh is best' which for us means only using the best ethically sourced, organic ingredients to ensure our clean formulas are great for the skin.

However even natural ingredients such as salt and citrus can be irritating on sensitive skin which is why we have some products free from irritants that work best for sensitive skin.

You can filter your search using the "Best for" filter on your left or you can reach out to our lovely customer care team for some custom recommendations

What's the difference between Self Preserving and the normal product?

Did you know that 90% of Lush Products are self-preserving? meaning that we do not require any synthetic preservatives to keep the host of fresh ingredients, well, fresh!

Some of our formulas require preservatives to ensure a usable shelf life. However here at Lush we believe in 100% transparency when it comes to our ingredients which is why we mark all our synthetic preservative-free products with a SP found on the right-hand side of your product.

Cool with preservatives or preservative-free? The choice is yours.

Are you products pregnacy safe?

Lush takes pride in making sure our products are safe for everyone (that includes the soon to be mums out there!)

All of our products fall under IFRA regulation, which is the International Fragrance Association. They are responsible for regulating safety standards for around 90% of industries that use any kinds of essential oils or fragrances in their products. Our products use high quality essential oils and fragrances, and although some essential oils are not recommended for pregnancy, none of our products contain these oils in amounts high enough to cause a concern for pregnancy.

So with Lush you should be absolutely fine, however please do check with your health care professional if you're in any way concerned.

We do of course have products that are better suited for moms-to-be so if you would like a custom recommendation please reach out to our lovely team.

Are your products fragrance-free?

Scent is such an important part of our identity, something that makes us who we are. Most of our products contain essential oils, but even our most gentle products have fragrance due to the fact that the ingredients themselves have a scent. In order to remove that scent and be truly "fragrance-free", we would have to introduce more synthetics, which isn't the direction that our company wishes to take at this time.


What are your shipping options and delivery times?

We offer a couple of shipping options. You can find all the information right here.

Do you offer international shipping?

LUSH South Africa does not ship internationally. Head on over to Lush UK to find the LUSH online store that ships in your country. 

Shipments to Zambia: Although we do not have the option to ship directly from our online store to you - we would love to still make it possible for you to get your LUSH fix via your own 3rd party courier. Pop us an email at where we can discuss the options available to you.

How much does shipping cost?

Shipping information is automatically calculated on checkout however you can find the costs right here

Can I track my package during transit?

Once your order has left our warehouse - we will send you a tracking link and number - you can then follow along as your items make their way to your bathtub! 

Please note our Click and Collect customers are not provided with tracking information however you can pop our customer care a message and we will gladly follow up for you.

What should I do if my order is delayed?

While our couriers work tirelessly to ensure your goodies are delivered with time to spare - delays can sometimes happen. Reach out to our team directly and we will resolve any courier issues on your behalf.

Do you offer expedited or express shipping?

Yes! When waiting simply isn’t an option - we have your back. We offer an express option for R140 which ensures next-day delivery to the main center areas and 2-day delivery for regional areas.

Please ensure you place your order before 12pm to ensure we can get your items to you on time.

Can I change my shipping address after placing an order?

Mistakes can happen and we are always ready to help!  However, we advise you to let our team know as soon as possible to ensure that we change your address before your order is dispatched.

What happens if I'm not home to receive my package?

As a security precaution, our couriers require all packages to be signed for so unfortunately we will not be able to leave your package outside should you not be home. Our couriers will however send you an SMS on the morning of your delivery to ensure you are home - if you are unavailable you can reschedule delivery via the link in your SMS. Should you not be home at the time of the delivery our couriers will attempt to deliver your package a further 2 times before it gets returned to us. We will then be in contact with you to ensure we get your items to you however you will be charged a duplicate delivery charge.

Should you be on the go  - why not try our pick-up option? We offer click-and-collect at all of our Lush stores.

Can I ship products as a gift to a different address?

Yes! Simply add additional shipping addresses to your address book. That way you can share the lush love to friends and family. Should you be placing an order as a gift please be sure to include their contact information with their address to ensure our couriers can get hold of them when your items are out for delivery.

Do you offer free shipping on certain orders or promotions?

Yes! All orders over the value of R950 qualify for free shipping.


Do you offer corporate gifting?

Yes! When it comes to corporate gifting - we are always on our A-game! Have a look here for more information. Or have a browse through our catalog.

Do you offer gift vouchers?

Unfortunately not yet but watch this space!

Do you do sales/offer discounts?

We price our products carefully to reflect the cost of the ingredients inside. We don’t hike the price of our products year-round to cover the cost of holding regular sales and we don’t have special offers or two-for-one tempters.

We sincerely believe proper product advice and a personalised service can bring greater savings to a customer than gimmicky offers. “Providing personal service is the best environmental practice," Mark Constantine, Lush co-founder, explains. "If we can get you connected to the appropriate product for your needs, you get really good value for money, we get a regular customer, plus the consumption of unneeded products and packaging decreases, and money is no longer wasted.”

At Lush, we usually have just one sale once a year, typically right after Christmas. That's because we believe fresh is best and we have a freshness policy which shows our commitment to selling the freshest cosmetics and being transparent — so you’ll always know when something was made. All remaining seasonal products after the 26th of December are discounted 50%

Do you offer wholesale or franchise opportunities?

Lush is a privately owned and operated company within South Africa and there are no opportunities for franchise or wholesale. However, if you are interested in opening a Lush store outside South Africa, please write to INTERNATIONAL ENQUIRIES, Lush, 29 High Street, Poole, Dorset, BH15 1AB England or fax your proposal to +44 (0) 1202 661832.

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