Our Terms & Conditions
Our Terms & Conditions

Welcome to mena.lush.com - The wonderful world of LUSH FRESH HANDMADE COSMETICS. This website is operated by Lush Fresh Handmade Cosmetics MENA. Just so you know, when you use and/or order products from this website, you are agreeing to these here terms and conditions, and, from this point onwards, any reference to "we", "us", "our" or "ourselves" refers to LUSH MENA. Which makes sense really, right?


We hope you have a lovely experience on our website. Please, if you do spot any errors, hop on your computer as soon as you can and e-mail us at [email protected] so that we can work on getting it fixed as soon as we can.
Because all of our products are fresh, handmade and contain lots of fresh ingredients, each batch of our products can come out slightly differently. This can then mean the product will differ from the one that gets delivered to your front door, despite our best efforts to replicate the colours on the website. Colours also show up differently on different monitors.
We are not encouraged to deliver products that melt, drip or require refrigeration (eg: Body butters, Massage Bars and Face Masks).
To ensure that these products get to you in their perfect form and quality, we encourage them to be purchased from one of our Lush shops!


So, are you sitting comfortably? Good, then we shall begin!

 

 

1. Ordering
1. Ordering

Before you can place an order, you will need to register and then log in. Everyone is allowed one customer account. You are more than welcome to send lots of Lush to your friends, but they may live in a different house. All you need to do is complete a separate order for each different delivery address. Easy!

Very occasionally, if the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. While we can't be held liable for this, we will do everything we can to resolve this for you and put that smile back on your face again.

Once your order has been accepted, you just pay the sum that you see at the end of the checkout process, together with the delivery fee. We will only accept credit or debit cards in the name of the customer placing the order. Customers without access to credit/debit cards, we accept cash on delivery (COD) as an alternative payment method for domestic shipments only. Once you have placed an order, you will receive  a confirmation e-mail, and then another one within 24 hours of your order being dispatched, so you will know when to get the bath running! Please allow 1- 4 working days for processing and shipping your parcel. Orders placed between 12pm onwards from Thursday, Friday and Saturday will be processed on Sunday.
Placing an order is legally binding but this does not affect your statutory rights as a consumer. For more details you can also have a little look at 'Cancellations and Returns' in these Terms and Conditions.
If, in our reasonable opinion, a customer acts against these Terms and Conditions, we do reserve the right to cancel or suspend their involvement in a sale. This includes non-payment of ordered products or fraudulent use of our website and/or sales. We also reserve the right to ban certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept any order from any customer who we have cancelled or suspended.

 

2. Customer Care
2. Customer Care

If you have any queries about your order, please contact +971 4 560 8574 from Sunday to Thursday between 9:00 am - 5:00 pm UAE time.  If you have any product related questions or have any questions about fresh handmade parties, our locations, shop timings, etc., please contact any of our shops through our phone directory.

 

3. Customs
3. Customs

Products delivered to destinations outside United Arab Emirates may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in your local country before ordering products to be delivered there.
The recipient of the order is responsible for all customs formalities for the import of the products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the UAE. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges. If you are ordering products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.
You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.

 

4. Prices
4. Prices

Please note that the prices as stated on our website are currently in United Arab Emirates Dirhams (AED).

 

5. Privacy and Personal Data
5. Privacy and Personal Data

Your personal data will only be used for the processing and invoicing of your order only. If you would like to be kept up to date with all the new exciting Lush news, you can opt in for our newsletter and Lush Times by subscribing on our home page.

Our newsletter and other direct marketing can be issued by us, Lush Cosmetics, one of Lush’s subsidiaries, or by a service partner engaged by Lush Cosmetics (an address management or data integrity company), for example, posting your copies of Lush Times. We will not otherwise disclose your personal information to other agencies or companies without your explicit consent, unless required by law. We treat your data as strictly confidential!
If you do not wish to receive these communications anymore, please click unsubscribe in the email footer that you receive.

 

6. Shipping
6. Shipping

Lush Cosmetics is partnering with a third party couriers company Aramex and Parzel.
Shipping costs are determined by destination and weight of the shipment and you can find the shipping cost for your order in the invoice before the payment is made.
In addition to processing time, please allow 1 to 4 business days for domestic shipping (in the UAE) and 3 to 7 business days for international shipping (outside of the UAE).

Shipping cost to domestic orders within UAE is 30 AED. However the following list details locations within the UAE that are classified as “out of delivery” areas wherein a hand delivery cannot be effected.

Deliveries cannot be made to islands that come under Abu Dhabi jurisdiction, all security controlled zones and defence areas.

As an alternative arrangement, these shipments can be held at the Parzel Office for the consignee’s collection between 07:30-19:30.

 

7. Intellectual Property
7. Intellectual Property

All texts, designs, trademarks, logos, brand names, product names, titles, sounds, music, graphics, video interfaces, visual interfaces, photographs, artwork and source code including, but not limited to, the functioning
look and feel of such contents contained on the website is owned by its respective owners and is protected by trade dress, copyright, patent and trademark laws and various other intellectual property rights and unfair competition laws.