Payment and Security
Prices and VAT
Cancellations and Returns
Address for any returns:
LUSH THAILAND (LUSH MEGABANGNA)
Floor 1, Room 1505
38-39 Bangna-Trad Road, Bang Kaeo, Bang Phli, Samut Prakan, Thailand 10540
Contact Number: +66 (0) 2105 1981
We are LUSH Thailand (company registration number 0105559100331).
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 our LUSH Customer Care team is one of the best around. 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 +66 (0) 2105 1981 or email [email protected]. We aim to provide high quality service and all feedback helps us to improve each time.
More information regarding delivery is shown below.
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.
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 email 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)
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, the website will show your order number starting with TH-LW-XXXXX, and then you will received a confirmation email within 48 hours of your order being dispatched including the tracking number. 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. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.
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. After placing your order you will receive an automated acknowledgement.
We have a variety of delivery options for customers in Thailand.
All our deliveries will be sent by registered/letter/courier and should be delivered within 72 hours within Bangkok or within 5 days up-country. Usually orders will require a signature on delivery.
Delivery estimates are calculated from the time of despatch, rather than from the moment you place your order. Because each product is carefully picked and packed by hand, these estimates can vary, particularly during busy times of the year. So, if your order isn’t despatched straight away, don’t panic! We’re actively working on it.
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, 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.
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. You could also call +66 (0) 2105 1981 or email us at [email protected] for any further assistance.
Once we accept your order, a contract to purchase the products takes effect between you and LUSH Thailand. You pay the sum that you see at the end of the checkout process, together with the delivery.
Upon receipt of your order for the products you will be charged for the products and the delivery costs.
When we confirm acceptance of your order by confirming 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 email 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.
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 fresh from outside Thailand, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.
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 data. You do not enter any credit card data into the LUSH Thailand site. When you come to pay for your products you leave our site and your payment is processed through the Bangkok Bank secure server.
We accept Visa, Mastercard, and certain Debit Cards. Payment will be made in Thai Baht (THB). We do not accept PayPal payments. Gift Cards cannot be used online, but they can be redeemed by visiting one of our stores.
You can contact LUSH Thailand’s Customer Care by telephone on +66 (0) 2105 1981 every day from 9am to 6pm. We 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 and VAT
Our prices, as stated on our website, are in Thai baht (THB) and include VAT at the prevailing rate. You will be charged in Thai baht even if you don't live in Thailand.
Where you have requested delivery to a Thai address, the price paid for the product will usually include VAT, and VAT will be shown on your email sales notification.
Products delivered to destinations outside Thailand 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 any non-Thai 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 Thailand. 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.
7. Cancellations and Returns
We aim to dispatch orders within two working days, 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 your order is dispatched. If you do cancel an order, please call us on +66 (0) 2105 1981 and let us know during office hours, 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 +66 (0) 2105 1981 or email us at [email protected] to avoid having to pay for delivery again.
You have a legal right to cancel a contract which starts from the date we confirm your order has been despatched, which is when the contract between us is formed. If you wish to cancel, please contact us in writing to Lush Thailand, Floor 1, Room 1505, 38-39 Bangna-Trad Road, Bang Kaeo, Bang Phli, Samut Prakan, Thailand 10540 or by sending an email to [email protected] within three days of the order being placed.
In the event of a damaged parcel
We're very sorry if the Lush products you looked forward to receiving have arrived damaged. We pack them safely, but even the most lovingly prepared parcel can get dropped or jostled on the way to your house. If you send these products back to us within 3 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights.
No, 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.
9. VAT Queries
Delivery costs will be added to your order and the final total will include VAT calculated on your products and the cost of delivery.
10. Your Statutory Rights
Nothing in these terms affects your statutory rights.
We may vary these terms from time to time. If we do, we will replace these terms on our website with our new terms.
12. Governing Law
These terms are governed by Thai law and the courts of the Kingdom of Thailand shall have non-exclusive jurisdiction.
Lush Thailand Terms and Conditions
Lush Thailand offers EU delivery services for products purchased from Lush Thailand via its website, th.lush.com. Lush Thailand's registered address is 1st Floor Siam Centre (Shop 118), 979 Rama 1 Road, Pathumwan, Bangkok 10330; Company & VAT Number 0105559100331.
th.lush.com is a site operated by Lush Thailand whose registered address is as above.
Once Lush Thailand accepts your order to purchase products (which will be confirmed to you in a separate acknowledgement) a contract to purchase the products from Lush Thailand takes effect between you and Lush Thailand and a contract to deliver the products takes effect between you and Lush Thailand. You will be charged for the delivery service at the point when the order placed on the th.lush.com website is accepted.
Once the products have been obtained by the transport company Lush Thailand will maintain responsibility for loss and risk whilst the products are in transit until the delivery is complete.
Lush Thailand 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 combination of the size and weight of the order and the destination. If you decline the costs of delivery, Lush Thailand will have to cancel your order.
You can select this on the checkout page but will have to provide a Thai address for delivery or collect the products in person. Lush Thailand’s delivery charges appear on the delivery and order confirmation pages/emails as “delivery” after the subtotal for the value of the products purchased.
Delivery time to overseas destinations will vary depending on where the delivery destination. In the event that your order has not arrived within a reasonable period of time please contact Lush Thailand, Floor 1, Room 1505, 38-39 Bangna-Trad Road, Bang Kaeo, Bang Phli, Samut Prakan, Thailand 10540 or alternatively via email to [email protected]
Lush Thailand may split delivery of your order into several parts based on Lush Thailand's stock availability. You will not be charged extra for this facility.
Data protection and privacy