Introduction
Introduction

We want to give you the best shopping experience, so please take a moment - honestly, it won’t take long - to read about how all this works. It will take you through everything from ordering and paying online to delivery, using the website, and details about us. Thanks very much for reading.

Details
Details

Ordering
Delivery
Resale
Payment and Security
Prices
Customs
Cancellations and Returns
Cookies
Data Protection and Privacy
Intellectual Property
Your Statutory Rights
Variation
Governing Law

We are Lush Asia Limited (Company registration number 1825927). Lush Asia Limited is a subsidiary of Lush Limited, a company incorporated in the United Kingdom. 

At Lush, we pride ourselves on delivering fresh, handmade cosmetics to your door and delivering excellent customer service every time.

We Believe in Excellent Service

We believe we can offer 5 stars customer service to all of our customers. They work hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care and attention they'd give to their nearest and dearest. If our service has rocked your world, or if you aren't 100% happy, call our team straight away on (852) 2423-3833 or email [email protected]. We aim to provide high quality service and all feedback helps us to improve each time.

We hope your experience on our website is a happy one, and we always aim to get your parcels posted out as quickly as humanly possible. Next working day delivery is available for delivery addresses within Hong Kong , but unfortunately it will take a bit longer time to deliver our orders to Macau, China and other countries depending on the destination and customs clearance time. 

 

1. Ordering 

Everyone is allowed one customer account, but you have to be 18 or over to do so. By placing an order on our website, you agree to give:

Your real name
Your e-mail address
Your billing address
A delivery address (this maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order and for courier purpose)

If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this and aim to put that smile firmly back on your face. Once you have placed an order, you will receive a confirmation e-mail within 24 hours, and then your order will be dispatched on the next working day after our confirmation e-mail is sent out. Depending on which delivery option you've selected, you then have a rough idea of when to start running the bath or shower, or when your next stash of skin and hair care products will be with you

If something is not in stock, we will let you know as soon as possible after the order has been placed. 

Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses.

You pay the sum that you see at the end of the checkout process, together with the delivery cost. After placing your order you will receive an automated acknowledgement by email. This is not our confirmation email. 

 

2. Delivery

We have a variety of delivery options for customers in Hong Kong, Macau and China. For details please visit: delivery information.

Delivery costs

Lush Asia Limited will confirm the cost to deliver your products to your address at the checkout but prior to acceptance of your order. The delivery cost is determined by a number of factors, such as the size and weight of the order and the destination.

Delivery Time 

Whilst it will normally take one to two working days to deliver our products to destinations in Hong Kong, delivery time to overseas destinations will vary In the event that your order has not arrived within a reasonable period of time, please contact us at [email protected]

Split delivery

Lush Asia Limited may split delivery of your order into several parts based on our stock availability. You will not be charged extra for this facility.

Events beyond our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control (Force Majeure Event).

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:  

  • Strikes or other industrial action. 
  • Civil commotion, terrorism or threat of, war or threat or preparation for. 
  • Fire, explosion, adverse weather conditions (when Typhoon Signal No. 3 or above is hoisted and/or the Black Rainstorm Signal is issued in Hong Kong) , subsidence, epidemic or other natural disaster.
  • Disruption to supplies or delivery methods. 
  • Acts of government or regulatory bodies. 
  • Disruption to public or private telecommunications networks. 

Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.

Arrangements

After placing your order you will receive an automated acknowledgement by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.

The Contract

When we confirm acceptance of your order by confirming that the products have been despatched a legally binding contract will exist between us.  If we do not confirm acceptance we will refund your payment.

Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order. 

This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer whom we have suspended.

Ownership of the products will only pass to you when we have received full payment.

A person who is not party to the contract shall not have any rights under or in connection with it. For the avoidance of doubt, no person other than you and us will have any right under the Contracts (Rights of Third Parties) Ordinance, Cap. 622 Laws of Hong Kong, to enforce or enjoy the benefit of any of the provisions of these Terms and Conditions.

Fresh Orders

Our fresh face masks are like fresh groceries. They are made with only fresh ingredients and contain no preservatives; as a result, they need to be kept refrigerated. If you are ordering our fresh face masks from outside Hong Kong,  they may arrive in a less-than-fresh state, and we do not recommend  them to be  sent cross border due to their short product life and extra time in delivery. We accept no liability for this.

 

3. Resale

By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.

 

4. Payment and Security

We do not hold your credit card/online payment account data. You do not enter any credit card/online payment account data into our Lush site. When you come to pay for your products you leave our site and your payment is processed through the Adyen secured server.  

We accept Visa, Mastercard, AMEX, Union Pay , Paypal, Alipay through Adyen . Redemption of gift card online is not available. Payment will be taken in Hong Kong dollars, and if applicable, your card will be charged in your currency according to the applicable exchange rate adopted by your card issuer at that time.

By submitting your payment details to the above third party secured server, you confirm that the credit card/online payment account used is yours or that you have been authorized by the owner to use it. 

You can call Lush Customer Care at (852) 2423-3833 Monday-Friday 9:00 am-10:30 pm., Saturday to Sunday 9:00 am to 10:00 pm. Our team will also be able to help you with any advice or help you may need with any Lush products. Alternatively, please e-mail your queries, problems or questions to [email protected].

 

5. Prices

Our prices, as stated on our website, are in Hong Kong Dollars. You will be charged in Hong Kong Dollars even if you don't live in Hong Kong. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our physical stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability.

 

6. Customs

Products delivered to Hong Kong and Macau shall not be subject to any taxes. 

Products delivered to destinations outside Hong Kong or Macau may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities. We advise that you check the import charges applicable in your country before ordering products to be delivered there.

You (or the recipient of the order if different) will be responsible for all customs formalities for the import of the products, and may be required to pay any additional charges for international delivery, including but not limited to import duty, formal customs entry, taxes, levies and other charges that may be levied. 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 the applicable government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order. 

We exclude our liability for any non-delivery or late delivery of the products arisen from problems with customs clearance. 

 

7. Cancellations and Returns

We aim to dispatch orders within one working day after the issuance of our confirmation email, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before  our confirmation email is sent. If you do cancel an order, please call us on (852) 2423-3833 and let us know during office hours from 9:00 am to 10:30 pm, from Monday to Friday and 9:00 am to 10:00 pm from Saturday to Sunday or via e-mail to [email protected]. If you would like to change anything about an order we would recommend that, in the first instance, you give us a call on (852) 2423-3833 or email us at [email protected] to avoid having to pay for delivery again.

After we confirm that your order has been despatched, a contract between us is formed.  If the products have already been delivered to you, you have a period of 7 days in which you may cancel the contract and return the products to us, starting from the day after the day you receive the products.   Days mean calendar days, including weekends and public holidays.

To cancel a contract, please contact us in writing to tell us by sending an email to [email protected] or by sending a letter to Customer Care, Lush Asia Limited, Unit 1-6, 33/F, Trendy Centre, 682 Castle Peak Road, Lai Chi Kok, Kowloon, Hong Kong. You may wish to keep a copy of your cancellation notification for your own records.  If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us.  You need to inform us of your decision to cancel before the 7-day cancellation period has expired.  

You should also return the products and our original invoice to us within the 7-day cancellation period.  You can return products by sending them to our Returns Address below. You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.

If you cancel a contract within the 7-day cancellation period, you will receive a full refund of the price you paid for the products only.  You will not be refunded for any costs of delivery and cost you have incurred for returning the products to us unless the products are faulty or not as described.   Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products.   Where the products have not been delivered to you, we will process the refund within 14 calendar days after the day we were informed of your decision to cancel the contract.  Unless you expressly tell us otherwise, we will refund you on the credit card or the online payment account used by you to pay for the products.

Faulty items and wrong products delivered

We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us.  As a consumer, you will always have legal rights in relation to products that are faulty or not as described. 

In the unlikely event that there are faults in our products delivered or they are not as described, please, within 7 days upon receipt of the parcel, (i) inform us in writing first by sending an email to [email protected] or a letter to Customer Care, Lush Asia Limited, Unit 1-6, 33/F, Trendy Centre, 682 Castle Peak Road, Lai Chi Kok, Kowloon, Hong Kong, and (ii) return the products and our original invoice to us. Days shall mean calendar days, including weekends and public holidays. 

 

You can return products by sending them to our Returns Address below. 

Unit 811-812, 8/F, Park Sun Bldg.,
No.97-107 Wo Yip Hop Road,
Kwai Chung, Hong Kong

If you have returned the products to us because they are faulty or mis-described, we will exchange the faulty products and be responsible for any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

For the avoidance of doubt, we reserve our right to reject returned items which are not purchased on our website (e.g. products purchased in our physical stores in Hong Kong or elsewhere), without our original invoice enclosed, or which are returned to us after the expiry of the 7-day period specified above.

In the event of a damaged parcel:

We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you can notify us within 7 days of receiving them, we will offer you an exchange where possible. Please call us at (852) 2423-3833 or email us at [email protected] as soon as possible and we will try to resolve the issue for you.  

In the event of non-delivery of products:

If your order has not arrived within a reasonable period of time, please call us at (852) 2423-3833 or email us at [email protected] as soon as possible and we will try to resolve the issue for you.

 

8. Cookies

Not fresh, handmade baked goods. The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.

By use of this website you agree to our use of the cookies outlined in our Privacy Policy. If you wish to opt out of accepting cookies online, we are sorry that you will not be able to place any orders on our website. We would invite you to visit our physical stores in Hong Kong and Macau to take a look on our beautiful and fresh products.

 

9. Data Protection and Privacy

Any personal information you provide to Lush Asia Limited directly or via www.hk.lush.com and from which you can be identified is stored securely and confidentially and is processed fairly and lawfully in accordance with our Privacy Policy.

Lush Asia Limited provides your details to its couriers that deliver your order.

If you have any queries regarding Lush Asia Limited’s use of your personal information or this privacy policy, you should contact Lush Asia Limited, Unit 1-7, 33/F Trendy Centre, 682 Castle Peak Road, Lai Chi Kok, Kowloon, Hong Kong.

 

10. Intellectual Property

Lush Asia Limited is the owner of or the licensee of all intellectual property rights of all the materials on our site, including but not limited to texts, photographs, videos, audios etc. All these works are protected by applicable copyright/trade mark laws and international treaties. You may not copy, distribute, publish, download, post, broadcast, make available to the public, sell, license or otherwise use any contents on our site in any manner save and except for your own personal, non-commercial use. 

Any unauthorized actions without the prior consent of Lush Asia Limited and/or its third-party licensors may result in civil or criminal sanctions. 

 

11.  Your Statutory Rights

Nothing in these terms affects your statutory rights.

 

12. Variation

We may vary these terms from time to time.  If we do we will replace these terms on our website with our new terms. Your continued use of our website will be subject to our terms and conditions in effect at the time of use. 

 

13. Governing Law

These terms and conditions are governed by  the laws of Hong Kong and the courts of  Hong Kong SAR shall have exclusive jurisdiction in the event of any dispute or claim arisen from these terms and conditions.

This Terms and Conditions has been translated into Chinese. If there is any inconsistency or ambiguity between the English version and the Chinese version, the English version shall prevail.