Shipping and returns

Shipping and Return Policy
Given that "shipment" of the Products by the Seller means the delivery of the same to the couriers selected from time to time, the Seller is not required to ship the Products until the price has been paid; once payment of the price has been received, the Seller undertakes to ship the Products:
(i) in the case of available Products (as defined in art.5):
- within 3 working days of receipt of the notification of debit authorization pursuant to art. 8.2 in case of payment by credit card;
- within 3 working days from the moment in which the payment information has been made available to the Seller in case of payment by means other than credit card.
(ii) in the event of unexpected unavailability of a Product indicated as available at the time the Order is sent by the Customer, the Seller undertakes to notify the Customer by e-mail, proposing an alternative if possible, freezing payment if made by credit card.
In this case, the Seller will give the Customer the opportunity to confirm or integrate the Order according to the procedures set out in the previous art. 5.3.
The Seller guarantees the shipment of the Products, in the countries indicated in the Online Shop, by express couriers selected from time to time according to the Product covered by the Order and the place of destination. The Products are shipped by the Seller and delivered by the courier selected by the Seller to the address indicated by the Customers at the time of registration pursuant to art. 3 or to the different address indicated at the time the Order is sent in accordance with the procedures set out in the previous art. 7
The Seller will make every reasonable effort to ensure that the Products shipped pursuant to articles 9.1 and 9.2 are delivered by selected couriers:
Europe and UK: 2-3 days in transit
Rest of the world: 5-7 days in transit
The delivery terms referred to in art. 9.3 are only a best estimate and cannot, in any case, be considered binding and the Seller, not being able to directly control the deliveries of the Products after their shipment, cannot be held responsible in any way for their non-compliance.
In order to allow Customers to track the status of the Orders, the Seller generates an Order number which, indicated in the "My orders" section
Customers will always be able to check the status of the Orders thanks to the online "Order Tracking" function provided by the courier chosen by the Seller for delivery. This verification can be carried out by the Customers only after the shipment of the Products and using the tracking data communicated by the Seller via e-mail or by accessing the Profile.
Customers, or other subjects appointed by the Customers who are at the address indicated for the delivery of the Products in the Order Confirmation, are required to verify, at the time of delivery, that:
(i) the Products correspond to what is indicated in the courier transport document (DDT) both in terms of number and type;
(ii) the packaging / packaging of the Products is intact, not damaged, wet or otherwise altered, even in the closing materials.
Any damage to the package of the Products must be immediately contested by the Customers by writing in the document certifying the delivery which reserves the right to verify the contents. It is understood that, once the courier's document has been signed without any dispute, the Customers will no longer be able to raise any objection against the Seller with reference to the external characteristics of what has been delivered.
The Products may be delivered by courier only to Customers or to persons appointed by them; the person to whom the Products are delivered must sign to certify the delivery. Couriers do not deliver to post office boxes or by placing the Products in letter boxes or other similar places.
Pre-order terms:
Please be aware that due to the "pre-sale" nature of such transactions, you should expect a waiting period of approximately four weeks between the date you place your order and the date the product is ready to ship. The estimated delivery window will be noted on the product page of the respective item.
Please note that the shipping window on the product page is an estimate, while we strive to ship all orders within the estimated window, there may be a little delay in some cases.
Please allow at least 6 weeks from the date the pre-order was placed before contacting us,
We are unable to provide an exact shipping date due to the handcrafted nature of our products. Most items ship within the estimated window and an email with tracking information will be sent to the email address associated with the order.
If you are no longer able to receive your pre-ordered item at the original shipping address, please email us your order number and the last 4 digits of the card used and we will update the shipping address for you.
Sales on pre-ordered items are final and we cannot accept cancellations or returns unless the item is as described.

Return Policy and Procedures


Pursuant to art. 52 of Legislative Decree 206/05, the Consumer can withdraw from the contract, without having to provide any reasons and without penalty, within 14 (fourteen) days of receipt of the products purchased.

The Customer who intends to exercise the right of withdrawal must send - within the aforementioned term of 14 (fourteen) days - an explicit declaration to that effect, with the indication of the Order number, Item code / s you wish to return, Reason , Pickup address.
In order to make the return it is necessary that the products are intact, unused or opened and that they are preferably shipped in the original packaging, accompanied by the "delivery note & return form. This communication can be sent by e-mail to the following e-mail address:

In any case, the Customer undertakes to return the goods, without undue delay and in any case within 14 (fourteen) days from the date of communication of the withdrawal, organizing the shipment and / or the relative return methods, with the knowledge that the costs of return of the product are at your own expense.
In any case reserves the right not to accept the return, if all the conditions mentioned are not met. will reimburse the price of the returned product, using the same payment method chosen by the Consumer during the purchase. In case of payment made by credit card, the Consumer will receive the refund directly on the same; on the contrary, in case of payment made by bank transfer, the Consumer must provide, by accessing the "Contact us" section, the bank details (IBAN), necessary for the refund.

In hypothesis of valid exercise of the right of withdrawal, will refund the Consumer all payments received in relation to the product, for which the right of withdrawal is exercised, within 14 (fourteen) days of sending / returning the product by the Consumer

However, it is understood that the essential requirement for the valid exercise of the right of withdrawal consists in the return of the goods in their entirety, which must be returned to intact, in the original packaging and complete with the tax documentation attached to it. Failure to comply with the prescribed provisions entitles Lush to refuse the exercise of the right of withdrawal and the return of the purchased product.

Pursuant to art. 130 of the Consumer Code, in the event of a lack of conformity of the purchased products, the Consumer has the right to restore, without charge, the conformity of the product, by repairing or replacing the goods. The Customer can exercise this right within the term of 2 (two) years from the date of delivery of the goods and is required to report the defect to within the period of forfeiture of two months from the discovery of the defect.

Even in this case, an essential requirement for the valid exercise of this right is to return the goods in their entirety, which must be returned to intact, in the original packaging and complete with the tax documentation attached to it.

If you have submitted to us a problem that we have not been able to resolve together, remember that since 9 January 2016 the law has made the online resolution service for consumer disputes available to you. You can find all the information at the following address Il
For more information and assistance on the website or on how to purchase online, customers can contact customer service directly by writing to the e-mail address