Frequently asked questions
Orders
Why is my order delayed?
Due to an influx of orders, you may experience shipping delays.
What if the item I want is out of stock?
If the item you’re looking for is out of stock, keep checking back. We’re always updating and restocking our site with your faves! Sign up to our news letter to stay in the know!
My order hasn’t arrived yet?
Once your order is shipped, you may experience delivery delays. We apologize for the inconvenience and we thank you for your patience and support. If you want more specific information once your order has left our door, please contact the carrier directly.
Why is part of my order missing?
Once you receive your order, if you find anything missing, make sure to contact us on info@LushLebanon.com and mention your order number, and contact details so we can get in touch and make sure the issue is resolved!
How do I track my order?
When your order is shipped from our warehouse, you will receive a call from our shipping team following up on the order, if you have any follow up on your order, make sure to contact us on info@LushLebanon.com with your contact details and we’ll get in touch ASAP to get things sorted out!
How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed.
How do I return my order?
Lush wants you to be happy with your purchase. If you wish to return a product, please contact Customer Care to obtain a return authorization and receive further instructions.
More information on Returns
Why is my credit/debit card not being accepted?
Unfortunately due to the ongoing situation in the country, we currently do not accept credit card payments, keep a look out for changes!
Can I change my address after my order has been placed?
Reach out to our Customer Care team immediately. We’ll make every effort to change the address information as long as your order has not yet been processed or shipped.
Can I change my email address after the order has been placed?
Unfortunately no. Once you have checked out, we can’t change the email address attached to the order, but please contact our Customer Care team and they’ll be happy to provide you with your order information.
I accidentally entered the wrong apartment number. Can I change it after the order has been placed?
Reach out to our Customer Care team immediately. We’ll make every effort to change the address information as long as your order has not yet been processed or shipped.
I received a package with no sender information. Can you please tell me who sent it?
If you received a gift and do not know who sent it, we’re happy to help. Please reach out to our Customer Care team and provide the order information found on the slip in your box so that we can best assist you.
Products
Does Lush offer product samples?
We frequently include product samples when we ship purchased items. Unfortunately we are unable to ship samples separately due to the volume of requests that we receive.
Are your products gluten-free?
Many of our products do not contain gluten, however we do make and store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there’s always a risk that they’ve come into contact with gluten-containing ingredients. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product’s ingredients list before use.
Are your products nut-free?
Many of our products do not contain nuts, however we do make and store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there’s always a risk that they’ve come into contact with nut-containing products. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product’s ingredients list before use.
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.
How should I store my packaging-free products?
We recommend keeping your naked products in a dry, cool environment away from sunlight and excess heat. You can use any airtight container, a glass jar or one of our tins. If you use the product in the shower or bath, make sure that you let it drain and dry out before storing it.
Why is my container only filled halfway?
To minimize the need to purchase many different sizes of containers for each of our products, we store just a few sizes and fill the containers based on weight instead of volume.
Do you take back empty containers for recycling?
Yes! When you bring back five clean Lush #5 plastic pots (black or clear) to our stores, you can exchange them for a free fresh face mask. The pots go to our recycling partners.
Which face mask can I choose for free when I return five black pots for recycling?
You can choose any of the fresh face masks available at that particular store location. Fresh face masks are the ones kept in the fridge. The ones kept on store shelves are not included in the free fresh face mask offer.
Website
Who do I contact if I’m having technical difficulties with the website?
If you are having difficulty placing an order online, or experiencing other problems with the website, contact Customer Care.
I’ve forgotten my password and can’t login to my account – what do I do?
If you have forgotten your password, reset it here. Be sure to enter the email address you used to set up your account.
General
Am I required to wear a face covering to enter a Lush store?
Masks are no longer required at any Lush store locations, but everyone who wants to wear one is welcome to do so.
Do you offer discount codes or other promotions?
We very rarely have discounts, sales or promotions. But, when we do, we keep them open to all rather than requiring a special code. We have used promo codes in the past, but have no active codes available at the moment. We also have no place to enter a code during our checkout process.
Some of our previous codes have popped up on user-submitted coupon sites. Sadly, we cannot honor expired promotions but we highly recommend signing up for email as the best way to stay up-to-date on any upcoming offers.
Are there any franchise or wholesale distribution opportunities with Lush?
Lush is a privately owned and operated company within Lebanon and there are no opportunities for franchise or wholesale.
Press Inquiries
Members of the media can contact our Public Relations department at JeanClaude@LushLebanon.com
Sponsorships, Giveaways and Events
Lush is only able to offer products, gifts or event sponsorship to our current Charitable Giving partners. Our Charitable Giving program supports small grassroots organizations working to reform the root causes of environmental, animal protection and human rights issues. Although we strive to help as many organizations as possible, we currently don’t have the capacity to fund sponsorships, scholarships or personal fundraising initiatives.