Because many Lush & Lilies items are fresh, fragile, customized, or prepared for a specific occasion, not every order can be returned.
If something arrives damaged, incorrect, incomplete, or materially different from what was confirmed, please contact us quickly so we can review and resolve it fairly.
Eligible Concerns
We review issues where the product delivered is damaged, incorrect, incomplete, or affected by an error on our side.
Damaged On Arrival
Send photos of the item, packaging, and delivery condition as soon as possible.
Wrong Item
If the order does not match what was confirmed, we will review the order record and advise on replacement or correction.
Missing Component
If a confirmed add-on, note, or item is missing, contact us with your order reference.
Items We Usually Cannot Accept Back
Some products cannot be returned once prepared, delivered, opened, or customized.
Fresh Florals
Flowers and fresh arrangements are perishable and time-sensitive.
Personalized Gifts
Engraved, printed, monogrammed, custom-curated, or recipient-specific items are final once production begins.
Opened Wellness Or Fragrance
For hygiene and quality reasons, opened oils, fragrance, wellness, or body products cannot usually be returned.
Resolution Options
After review, we may offer a replacement, correction, store credit, partial adjustment, or refund depending on the issue and item type.
How To Report
Use our enquiry form with your order reference, delivery date, a short explanation, and a note that photos are available.
Review Time
We aim to respond during business hours and may request additional information before confirming a resolution.
Refund Method
Approved refunds are returned through the original payment method where available, or another agreed method.
Have an order concern?
Send the order reference and photos promptly so we can review while the delivery condition is still clear.
