We want to give you the best shopping experience, so please take a moment - honestly, it won’t take long - to read about how all this works. It will take you through everything from ordering and paying online to delivery, using the website, and details about us. Thanks very much for reading.
Payment and Security
Prices and VAT
Cancellations and Returns
Address for any returns:
LUSH V&A WATERFRONT
Shop 7104 V&A Waterfront Shopping Centre
1 Breakwater Blvd
Cape Town 8002
At Lush, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.
We Believe in Excellent Service
We believe our Lush Customer Care team is one of the best around. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, email our team straight away at [email protected] We aim to provide high quality service and all feedback helps us to improve each time.
We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as humanly possible.
Everyone is allowed one customer account, but you have to be 18 or over to do so. By placing an order on our website, you agree to give:
Your real name
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)
If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected, you then have a rough idea of when to start running the bath or shower, or when your next stash of skin and hair care products will be with you.
If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.
Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.
After placing your order you will receive an automated acknowledgement.
Standard delivery (R45.00 - R90.00)
Collection (no charge) from one of our V&A Waterfront Lush store.
Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:
- Strikes or other industrial action.
- Civil commotion, terrorism or threat of, war or threat or preparation for.
- Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disaster.
- Disruption to supplies or delivery methods.
- Acts of government or regulatory bodies.
- Disruption to public or private telecommunications networks.
After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.
For orders, once we accept your order, a contract to purchase and deliver products takes effect between you and Lush Retail Limited.
When we confirm acceptance of your order by confirming the products have been despatched a legally binding contract will exist between us. If we do not confirm acceptance we will refund your payment.
Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order.
This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.
Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.
Our fresh face masks are like fresh groceries. They are made with only fresh ingredients and contain no preservatives; as a result, they need to be kept refrigerated. If you are ordering fresh for delivery, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
4. Payment and Security
We do not hold your credit card data. You do not enter any credit card data into the Lush site. When you come to pay for your products you leave our site and your payment is processed through the Paygate secure server.
We accept Visa & Mastercard. We also accept EFT payments.
Payment will be taken in rand (R), and if applicable, your card will be charged according to the exchange rate at that time.
You can contact Lush Customer Care Monday-Friday 9am-5pm. They will also be able to help you with any advice or help you may need with any Lush products. Alternatively, please e-mail your queries, problems or questions to [email protected]
5. Prices and VAT
Our prices, as stated on our website, are in rand (R) and include VAT at 14%. You will be charged in rand even if you don't live in SA. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our high street stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.
7. Cancellations and Returns
We aim to dispatch orders within one - two working days, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please e-mail [email protected] let us know during office hours. If you would like to change anything about an order we would recommend that you email us at [email protected] to avoid having to pay for delivery again.
Should you need to return your order to us, it must reach us within 21 days. Please pack it appropriately and include a note to tell us why you are sending it back. We will refund you within 7 days. If you are cancelling your order because you've changed your mind, please note that you will have to pay the costs for returning the goods (if the goods have already been dispatched).
If the products that you receive are damaged or faulty or do not match the description given at the time of the sale of those products, you will be offered an exchange or a full refund, after we have received the returned products. In the event of damaged or faulty products or products that do not correspond to the description given at the time of sale, we will pay for additional postage costs. Nothing in these Terms and Conditions affects your statutory rights as a consumer. If you should have any queries regarding returns please email [email protected]
You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us. As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
Returns Address: V&A WATERFRONT, Shop 7104, V&A Waterfront Shopping Centre,1 Breakwater Blvd,Cape Town 8002
In the event of a damaged parcel
We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please email [email protected]
Not fresh, handmade baked goods. The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.
9. VAT Queries
Delivery costs will be added to your order and the final total will include VAT calculated on your products and the cost of delivery.
10. Your Statutory Rights
Nothing in these terms affects your statutory rights.
We may vary these terms from time to time. If we do we will replace these terms on our website with our new terms.
The delivery cost is determined by a combination of the size and weight of the order and the destination.
Delivery time to overseas destinations will vary depending on where the delivery destination. In the event that your order has not arrived within a reasonable period of time please email [email protected]
LDL may split delivery of your order into several parts based on Lush Retail Limited's stock availability. You will not be charged extra for this facility.
Data protection and privacy
LDL provides your details to its couriers that deliver your order and to Lush Retail Limited to administer your order.