Lush Parcel Not Delivered or Refund Refused? UK Guide
Lush sells fresh, handmade products with short shelf lives, so a delay does more damage than it would elsewhere. The Consumer Rights Act 2015 makes Lush responsible until the goods reach you, and goods that arrive spoiled after a courier delay are not of satisfactory quality.
Who delivers your Lush order?
Lush typically uses: DPD, Royal Mail, Evri. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Lush, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Lush to deliver into your physical possession.
Lush contact and returns
- How to contact
- Lush on 01202 930051, wecare@lush.co.uk, or live chat — all three reach the same customer care team. Fresh products make it worth reporting a delay straight away.
- Returns policy summary
- Lush accepts returns within its published window. Fresh and perishable items are treated differently for obvious reasons, which is why a delayed delivery is worth raising immediately rather than waiting.
How to claim a refund from Lush
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Lush via Lush on 01202 930051, wecare@lush.co.uk, or live chat — all three reach the same customer care team. Fresh products make it worth reporting a delay straight away. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Lush refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Lush delivery FAQs
Is Lush legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Lush) is responsible for the goods until you take physical possession. Lush cannot redirect you to the courier because your contract is with Lush, not the courier.
How long does Lush have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Lush order was delayed and the fresh products arrived spoiled.
That is a satisfactory quality claim under Section 9, not just a late delivery. Photograph the items and the packaging, note the delivery date against the dispatch date, and ask for a refund or replacement.
The order melted or leaked in transit. Who pays?
Lush. Goods must arrive in satisfactory condition, and packaging adequate for the product is the retailer's responsibility. Within 30 days you have the short-term right to reject for a full refund.
Does Lush's own returns window limit a claim for a missing parcel?
No. That window covers goods you received and changed your mind about. A parcel that never arrived is a statutory claim with no such limit.