Lush Cosmetics Avis 

I gave Lush two chances and both were disasters. First order (#S6882855): a birthday gift that tracking showed one minute from the right address in Kentucky — then it ended up in Canada and took three weeks of emails before a replacement finally shipped. Second chance: their expensive Advent gift box, opened Christmas morning, had a bunch of loose human hair in the bottom of the box. I reported it on Jan 2, 2026 (ticket #5399368). Kyle in Customer Care asked for photos; I sent them on Jan 9. Then total silence — no reply, no concern, no refund, for nearly ten months. A company selling "fresh handmade" luxury should not ship hair in a gift box and then abandon the ticket. I will not order from Lush again.

I visited a lush bath bomb making event for children with 3 kids. All of them experienced a reaction to the products including, burning, sting and itching on their arms snd their eyes. 2 others in the small group had the same. Store staff said they reported it and batch would be recalled and have me email to report the incident to. I reported it and the only response I have had is querying whether there is Suncream on the children's arms in the photos I supplied of the skin reaction. Completely inappropriate and still no substantive response from them. I will be reporting to trading standards and escalating further

Shipping is slow. It took 2 weeks to get from Canada to Nevada. Luckily I didn’t need the product immediately. Had. O choice but to order online since every store was out not what I wanted. Been a customer since the early 90’s. They’ve gotten a lot worse with online orders.

The US website advertises free same-day delivery for purchases over $100 if ordered before 1pm. However, they failed to achieve this, claiming the delivery service they use is busy. Not only did they not let me know that my gift wouldn’t arrive, but after conversations with customer service the best they can currently offer is that it “should” be there by 8pm the following day - no guarantee. I really needed a gift to arrive same day, which was why I selected Lush from a range of suppliers, and why I was prepared to spend so much money. Misleading and extremely disappointing, when I wanted my friend to have present on a difficult day. I won’t be buying from Lush.com again.

Don't use Sleepy body lotion, it makes a mess over your skin. It crumbles in tiny rolls when you put it on and massage your skin. Solid shampoos are good, if you choose the ones without seeds or other silly stuff for scratching your skull and making a dough in your long hair.
I think this brand is overrated, prices are high and I have been disappointed

My wife was using the Honey, Beeswax and Almond Oil facial cleanser and cut her face while using the product due to a sharp object being mixed into the contents of the jar - determined to be a fingernail that was in the scrub. Fingernail did not match her or my hand

Bought products for my partner. She got awful skin conditions from them. The staff then made things political and branded us racists

Awful products and company .
I’ve been shopping with lush for a lot of years BUT since a horrible reaction to a few of their products have stopped . You seem to have lost the quality over PROFIT ? You also now employ people who have no manners or social skills or an attitude to them ?
Now I work in the medical world and to promote yourself as one thing then do the opposite is not something you get away with.
Leave politics at the door Lush ..

I ordered a Supermilk body spray around Christmas time as a gift for someone. First of all, it smells nothing like the supermilk hair primer and has a weird aftersmell. I attempted to return it knowing I would have to cover the shipping cost, however, USPS does not ship perfume internationally (I live in AZ and Lush is based in Canada). I contacted customer service and was told to try Fedex or UPS, which both quoted $300 or more to ship. Keep in mind the original product was $45. Again, I went to customer service and they suggested driving over 100 miles away from where I live to the nearest lush store to return the product. The gas mileage would cost more than the actual product. I understand people try to get refunds without mailing back the actual product when it comes to perfumes, but I was fully willing to return the body spray as it smells so unlike supermilk I would not give it to anyone or use it myself. Customer service is so unhelpful and I’m out $45 for something I will not use. If I had known of the trouble it would cause and how challenging returns are I would not of bought from their website. I am very unhappy. Just so everyone knows, returns from the US are not made to be easy and be sure you want a product before you buy it.

Lush ordering online sucks! Dont use their app. You go there and place an order. Then you get a message payment issue but when u go to your online account the payment came out. I give a 0 review

0/5 stars. Absolutely horrible company. They keep emailing me after I have unsubscribed MULTIPLE TIMES. They then keep spamming me the same annoying political biased media and asking me to donate to random causes. Shittiest company out there

Excellent experience in Lush Cambridge. The team were really accommodating when my Daughters' gift card didn't work. JT in particular ensured that head office were called and sorted it all out. Before we were about to pay he also said to her to choose a bath bomb of her liking. Would highly recommend! Great staff and took their time to resolve the issue.

I absolutely Love Lush... I went to the Leicester shop and Maka was absolutely lovely she helped me with my inquiry and also gave me a free sample of the product to try, she gave me a generous amount. I will definitely be buying it once my sample finishes. It was the Dirty styling cream and works perfectly for me. Thank you so much Maka. And also thanks Lush for supporting oppressed people and standing up for Gaza.

Purchased a lovley bar of soap, pretty big but only lasted 3 washes - it cost £10 - I do not call this value for month guys!!

I have been a loyal lush customer for years until I discovered lush’s policies and views on the Middle East conflict. I understand where they’re coming from, but as a Jewish person I will never purchase products from lush ever again. I do not feel safe or welcome at lush. I am heartbroken that one of my favorite brands hates me and my people.

I visited Lush in Lincoln, 12 June 2025. I did not know what to use on my colour, age and menopausal damaged hair. I was approached by one of the team, called Kieron, who was so helpful in guiding me through the products which would be suitable for my hair. I must say having now used them a couple of times, they smell amazing even after a few days, and my hair feels so much better. Kieron is a credit to your company! Ive got a honey shampoo, Valkyrie conditioner, and curl cream.

Terrible online customer service they don’t even apologize. They are the absolute worst .
Beyond hard bubble bars could not even crumble they take no responsibility

Visit a store instead

I spoke to a lovely lad on the phone about an issue with my order, and he reissued it with no problem. I mentioned that I had emailed a few weeks ago, and he explained that they’ve been so busy they’re only just getting to messages from early January. So, if you’re reaching out, just be patient!

Awful customer care, emailed before Christmas as I ordered some bath bombs as a gift, they arrived in a mess and totally unable to gift. One of them was Minecraft enderman and when I asked my son what it was he said he didn't know and guessed a lump of coal as it was all smudged and messy. Have tried contacting customer service again but not even getting an acknowledgement now, my payment via clearpay is due in 4 days and I just want my money back I have already paid. Instead I am heavily pregnant, quite poorly and having to chase this refund around. Absolute shambles!

Great experience today in Lush, Dundrum, Dublin, the staff member Lara was brilliant with our two granddaughter's, she was very attentive and patient with them, showing them how the bath bombs work in the water as well as explaining the products suitable for them, she is a good asset to your shop, well done Lara