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    Q How much does delivery cost?

    Standard delivery is a flat rate of $9, and there is also an Express service for $13 up to 3kg and $18 for orders 3-5kg. For further information on delivery options and times, please visit https://au.lush.com/help/delivery-information

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    Q Can I pay using a gift card?

    Yes! If you would like to pay for your online order with a Lush Gift Card, all you need to do is fill your basket as you normally would, and select 'Givex LUSH Gift Card' as your payment method at checkout.

    If you prefer, we are more than happy to take your order payment over the phone.

    To pay for online orders by phone, all you need to do is fill your basket as you normally would, and select ‘pay by phone’ during checkout. Make sure to make a note of your order number, which will start with AU-LW-.

    Then give us a call on 1300 587 428 (between 9:30am to 4:30pm Monday to Friday AEST) or hop onto LiveChat below to arrange the best time for one of our team to give you a call.

    We will need a few things from you ready to go to arrange this payment.

    • The gift card number (starting with 605-)

    • The gift card pin (4 digit number)

    • The order number (starting AU-LW-)

    Please be aware that we will be deactivating the card at the conclusion of the transaction, so make sure you’re using the full value for your order. If after we’ve processed the gift card your order has any remaining balance, this must be paid on credit card or debit card at the time of transaction.
    Still have a question before you start shopping? Reach out to our friendly Customer Care Team.

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    Q Can I get a discount for ordering in bulk?

    Unfortunately we do not offer discounts for large orders. Our products are only sold in our own Lush shops, and are not available wholesale.

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    Q Can I place my order over the phone?

    Yes, we’d love to hear from you! The number to call is 1300 587 428, and we’re open from 9am until 5pm Mon-Fri (Sydney time).

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    Q What do I do if there’s something wrong with my order?

    We have a friendly and knowledgeable team on hand to help with any order queries, so please drop us an email or give us a call on 1300 587 428 and we'll do everything we can to sort things out. If you have any other feedback - good or bad - we'd love to hear it. We're always available on social media too, so if you'd rather get in touch on Facebook or send us a tweet, you'll get exactly the same service and attention.

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    Q How can I return something for an exchange or refund?

    If you’re not completely happy with any item then please get in touch on 1300 587 428 or via email to [email protected] If you are returning your items because you've changed your mind, please note that you will have to pay to costs for returning the goods.
    If you prefer, you can return it to any of our shops - please take your invoice with you as your receipt.

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    Q What if I want to make a change to my order?

    There is only a very short time after your order is placed when changes may be possible, so it’s best to call us straight away on 1300 587 428 if you’d like to make a change. We’ll do our best to help, but we’re usually very quick at picking and packing your orders, so please try to make sure you’ve got everything you need before you check out.

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    Q What if I need my delivery at the weekend?

    Unfortunately our service with Australia Post does not deliver at weekends, so delivery is restricted to Monday-Friday only. 

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    Q How do I know that your site is secure?

    Our website uses Extended Validation (EV) SSL, the most advanced level of encryption available, so you know that your data is safe and secure. You can tell this is working correctly by looking up at the address bar – EV will turn part or all of it green, depending on the browser you use. Lush does not hold any credit card data whatsoever. When you come to the part of checkout that deals with payment you will be diverted to our payment provider, Adyen. If you choose to pay by phone instead, you can rest assured that Lush is fully PCI compliant and regularly inspected to make sure that PCI standards are upheld. All phone payments are input directly to Adyen and are never held by Lush.

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    Q How will I know if my order has processed correctly?

    We’ll send you an email as soon as your order has been placed to let you know that we’ve received it and are ready to start preparing your parcel. Once your order has been dispatched we’ll send you a second email so you know your goodies are on the way, followed by your tracking details.

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    Q How can I track my delivery?

    All of our orders are trackable, so you'll know when your goodies are about to arrive. As soon as your order is dispatched, we'll send you an email with your tracking number, that can be checked with Australia Post. Tracking numbers can also be viewed in your order history, or if you prefer you can call our Customer Care team on 1300 587 428 and we'll track your parcel for you.

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    Q How will my order be sent?

    All of our orders are sent out with Australia Post. We're usually pretty quick and most orders will dispatch the following business day after your order is placed (although it may take a little longer at Christmas or very busy times!). Our regular post takes 2-7 business days to arrive in most areas, although rural areas may take a little longer. If you upgrade to our Express Post option, shipping to CBD/Metro areas is usually 1-2 business days. All parcels are sent by Registered Post and require a signature on delivery, so if there's nobody home to receive your order a card will be left and you will need to collect your parcel from a local post office.

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    Q Can I send a gift to someone at a different address?

    Yes – just enter the recipient’s name and address in the delivery section of checkout and we can send your gift straight to them. If you select the gift tick box during checkout you can also enter a gift message, which will be sent with your order on a card, and prices will be removed from the invoice. If you'd prefer, we can take your order over the phone - just call 1300 587 428.

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    Q Can I place an order from a location outside of Australia?

    Unfortunately LUSH Australia is not able to ship to locations outside of Australia. If you are looking to order for shipment to another country, please visit our global site at www.lush.com to find your nearest location. Alternatively, LUSH UK will ship to most locations.

    If you are located overseas, you can place an order to ship to an Australian address. 

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