FAQs

How long will it take for someone to get back to me on my email enquiry?

We will endeavour to respond to your email within 1-2 business days . At times, there may be slight delays, but we always keep our customer service front of mind!

Please note, this will not include weekends or public holidays. 

Can I place a bulk order for your products?

To ensure that as many customers as possible have access to our products, we have limited the number of items that can be added to a single cart or purchased per customer.

If you would like to place a larger order, please email us directly at wholesale@lushluma.com.

What if my question isn't on FAQs?

Not to worry, please shoot us through an email at support@lushluma.com

How do I subscribe to your mailing list?

You can subscribe to our mailing list on the bottom footer of our website below!

Or alternatively if you are having trouble opting in, feel free to contact our customer service team, and we can add you manually too!

Can I return my order?

Lushluma will only accept a return, exchange or refund if the products are returned in their original packaging and condition within 14 days of a purchase. The product must not have been used! A refund will not be granted if the products are opened, or show signs of wear and tear. 

If you feel that you have received a damaged product, please email us pictures of the fault, at support@lushluma.com

All shipping costs for returns are the responsibility of the customer and are non-refundable. We recommend using a tracked service to ensure it arrives at our warehouse safely.

Please see our Returns/Refund Policy for more information Refund Policy.

To request a product return, please contact us at support@lushluma.com

Can I cancel or change an order?

You can edit or cancel your order directly on the Thank You page immediately after checking out. If you have already left that page, please email us right away at support@lushluma.com with your order details.

Because our fulfillment team starts processing orders quickly, we cannot guarantee any changes or cancellations once your order enters processing.

Lushluma is not responsible for address errors or delivery delays once a package leaves our facility. If your order cannot be modified in time, you can reject or return the package upon delivery. Please note that original shipping charges are non-refundable, and a 10% restocking/shipping fee will apply to all returned orders.