Frequently asked questions

Orders

Why is my order delayed?

We’re so excited about all the orders coming in! With so many requests, shipping might take a bit longer than usual. Thank you for your patience – your goodies are on their way!

What if the item I want is out of stock?

We know it’s hard to wait for your favorites! If something is out of stock, keep checking back, as we’re always restocking. You can also sign up for our newsletter to be the first to know when it’s back!

My order hasn’t arrived yet.

Once your order ships, it might take a little longer to reach you. We’re sorry for any delay and appreciate your patience! For updates, please email our customer support team at wecare@lushlebanon.com.

Why is part of my order missing?

Oh no! If something’s missing, just let us know by reaching out to wecare@LushLebanon.com with your order number and contact details. We’ll make it right for you, pronto!

How do I track my order?

When your order ships, our team will give you a call to follow up. For any other tracking questions, email us at wecare@LushLebanon.com with your contact details, and we’ll help you stay in the loop!

How do I change or cancel my order?

Once an order is processed, we can’t usually make changes or cancellations. If you need assistance, feel free to reach out to us at wecare@LushLebanon.com, and we’ll do our best to help!

How do I return my order?

We want you to love everything you get from us! If you’re not satisfied, contact Customer Care to arrange a return. We’ll guide you through the process for a smooth experience.

More information on Returns

Why is my credit/debit card not being accepted?

We currently accept Visa, Mastercard, and American Express. If you’re still having trouble with your payment, please reach out to our Customer Care team at wecare@LushLebanon.com — we’re here to help!

Can I change my address after my order has been placed?

If you made a mistake with your address, contact our Customer Care team right away. We’ll do everything we can to update it if your order hasn’t shipped yet.

Can I change my email address after the order has been placed?

Once your order is placed, the email can’t be changed. But don’t worry – reach out to our Customer Care team, and we’ll help you get any updates or info you need.

I accidentally entered the wrong apartment number. Can I change it after the order has been placed?

If you spot an error, contact Customer Care as soon as possible. We’ll work to update your address details if the order hasn’t been shipped yet.

I received a package with no sender information. Can you please tell me who sent it?

Got a mystery gift? We’d love to help! Reach out to Customer Care with the order details in your package, and we’ll see if we can track down the sender.

Products

Does Lush offer product samples?

We love sharing our products with you! We often include samples with shipped orders whenever possible. However, due to the high volume of requests, we’re unable to send samples separately. Keep an eye on your orders for little surprises!

Are Lush products gluten-free?

Many of our products are gluten-free, but because they’re all made in the same facilities, we can’t guarantee complete separation. We do our best to avoid cross-contamination, but those with severe allergies should check the full ingredient list, which is available on the packaging, in-store signs, or on our website.

Are Lush products nut-free?

Many products don’t contain nuts, but they are crafted and stored in facilities where nut-based ingredients may be present. We’re meticulous about reducing cross-contamination, but we recommend double-checking each product’s ingredient list if you have a nut allergy, which you’ll find on the product packaging and website.

Do you offer any fragrance-free options?

Scents are a big part of the Lush experience! Most of our products contain essential oils or natural fragrances. To go fully “fragrance-free,” we’d need to use more synthetics, which doesn’t align with our values at this time. If you’re looking for gentler options, our team can recommend products with a softer fragrance.

How should I store my “naked” or packaging-free products?

Keep your naked products in a cool, dry place, away from direct sunlight. Airtight containers, glass jars, or our reusable tins work great! For items used in the shower or bath, let them dry fully before storing them again to get the most out of each use.

Why is my container only partially filled?

We size our containers by weight, not volume. This approach lets us keep a smaller range of container sizes, which helps reduce waste. Rest assured, you’re getting the full weight we promise, even if it doesn’t fill the container entirely.

Can I return empty Lush containers for recycling?

Absolutely! Bring back five clean Lush #5 plastic pots to one of our stores, and we’ll exchange them for a free fresh face mask. It’s our way of saying thank you for helping us close the loop!

Which face mask can I choose when I bring back five pots for recycling?

You’re welcome to choose from the fresh face masks available at that store. These are the masks kept in our fridges, specially crafted to be fresh and effective. Shelf-stable masks aren’t included in this offer.

Website

Who can I contact for help with the website?

We’re here to help! If you’re experiencing any issues with our website, please reach out to our Customer Care team at wecare@lushlebanon.com.

What can I do if I’ve forgotten my account password?

No worries! Simply reset your password here. Remember to use the email address linked to your account.

General

Do I need to wear a face mask in Lush stores?

Face coverings are optional. Whether you choose to wear one or not, you’re always welcome in our stores.

Do you have any special promotions or discount codes?

Discounts and sales are rare at Lush, but when they happen, they’re open to everyone — no code required! Sign up for our emails to be the first to know about any upcoming offers.

Are there any opportunities to franchise or distribute Lush products?

Lush is a privately owned and operated company in Lebanon, so there are no franchise or wholesale opportunities at this time.

Media & Partnership Inquiries

Who can I reach out to for press inquiries?

Members of the media can contact our Press Office at hello@LushLebanon.com.

Does Lush support giveaways, sponsorships, or events?

We proudly support small grassroots organizations through our Charitable Giving program. While we wish we could support every cause, our focus remains on environmental, animal protection, and human rights efforts. We’re not able to fund sponsorships, scholarships, or personal fundraising at this time. However, feel free to reach out to us at hello@LushLebanon.com for any inquiries!