Welcome to the Lush Estonia Online Store

We want your experience with Lush to be simple, fair, and enjoyable. Please take a moment – it won’t take long – to familiarize yourself with how ordering, payment, delivery, and returns work. Here you can also find information about us and how we handle your data.

About Us

The online store lush.ee is operated by Esteetiline Kosmeetika OÜ (hereinafter referred to as “Lush”).

Registered address: Narva mnt 5, 10117 Tallinn, Estonia
Email: customerservice@lush.ee
Phone: +372 5617 3511

Trademarks are owned by Cosmetic Warriors and used under Licence.

We are committed to providing fresh, handmade cosmetic products along with friendly and caring customer service. If something particularly delighted you – or if something didn’t go as expected – please let us know. We are here to help.

Ordering

To place an order, the Customer selects the desired products and adds them to the shopping cart. The contents of the cart can be viewed at any time by clicking the cart icon at the top of the website. In the cart, product quantities can be adjusted, or products removed. Orders are completed by clicking the “Place Order” button, which will direct you to the payment process.

When placing an order, please provide the following information:

  • Your full name

  • Email address

  • Billing address

  • Delivery address

  • Contact phone number (in case we need to reach you regarding your order)

After submitting an order, an automatic confirmation and a copy of the invoice will be sent to the Customer’s email address. Order history and invoices will be available later. Once the order has been dispatched, the Customer will receive a separate notification. If a product is unavailable, we will notify the Customer as soon as possible. Products are shipped after payment has been received.

Orders can only be placed by persons aged 18 or older.

Prices and Payment

All prices in the online store are in euros and include 24% VAT. Lush reserves the right to change prices and product selection from time to time. Any such changes will be published on lush.ee.

Delivery costs are added to your order.

Payment methods include:

  • Bank link

  • Credit card

  • Bank transfer

We accept payments via Apple Pay as well as through the following banks and service providers: Swedbank, SEB, Luminor, LHV, Citadele, Coop Pank, Artea, Revolut, and N26.

Credit card details are not stored. Payments are processed on a secure third-party server. Lush’s payment processing partner is Montonio.

Delivery

Orders are delivered within Estonia, Latvia, and Lithuania. Orders over €59 are eligible for free delivery. After payment is received, orders are handed over to the logistics partner.

For Omniva, DPD, or Posti parcel machine services, orders are typically available for collection in Estonia within 1–3 business days. For international shipments outside Estonia, delivery usually takes 3–7 business days after purchase.

If “Store Pickup” is selected, orders will be available for collection the next business day.

During peak periods, such as holidays or promotions, processing and delivery times may be extended. In such cases, delivery may be delayed by up to five (5) business days. Customers will be notified separately via email.

If a parcel arrives visibly damaged or does not match the order, please notify us immediately so we can resolve the situation (see more: Product Damage).

Lush is not responsible for delivery delays once the goods have been handed over to the logistics partner if the delay is due to circumstances beyond Lush’s control or unforeseeable events.

Events Beyond Our Control

Lush is not liable for failure to perform or delay in performing contractual obligations caused by circumstances beyond our reasonable control (a “Force Majeure Event”).

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

  • Strikes or other industrial action

  • Civil unrest, terrorism or threat thereof, war or threat or preparation for war

  • Fire, explosion, adverse weather conditions, subsidence, or other natural disasters

  • Disruptions to supply chains or delivery methods

  • Acts of government or regulatory authorities, including lockdowns or equivalents

  • Disruptions to public or private telecommunications networks

  • Pandemic or epidemic

If a Force Majeure Event occurs and affects our ability to perform our obligations to you, we will contact you as soon as reasonably possible to inform you.

Liability

Lush and the Customer are liable for any damages resulting from a breach of these terms in accordance with the applicable laws of the Republic of Estonia and to the extent permitted by law.

Right of Withdrawal and Returns

Products purchased from the Lush online store are subject to a 14-day withdrawal period from the date of receipt.

If a product does not meet expectations or is defective, please contact us at customerservice@lush.ee within 14 days of receiving the goods. After receiving a withdrawal request, Lush will send confirmation by email.

To exercise the right of withdrawal, the returned product must be unused, intact, and in its original packaging. The Customer bears the return shipping costs unless the return is due to a defective or incorrect product. Lush covers return costs if a defect or company error is confirmed.

Refunds will be processed as soon as possible, and no later than 14 days after the return has been confirmed. Defective or incorrect products must be returned within 14 days of submitting a withdrawal request. Products must be returned if the Customer requests a refund or replacement.

Lush may refuse to process a refund until the product is returned or proof of return is provided, whichever occurs first. Lush may refuse to confirm or fulfill an order if there is a clear error in the order details (e.g., a price error due to a system fault).

Products purchased online can be returned to the Lush store at Ülemiste Center, Suur-Sõjamehe tn 4, 1145, Tallinn, Estonia, or via a parcel machine.

Product Damage

Upon receipt, the Customer must check that the shipment corresponds to the order and that the products and packaging are undamaged.

If the parcel is visibly damaged (e.g., torn, crushed, wet, or otherwise harmed), the Customer must:

  • Take photos of the damaged parcel and products

  • Notify the courier immediately and, if possible, complete a damage report

  • Contact Lush Customer Service within 24 hours

Failure to follow these steps may make it difficult to determine the cause of damage and assess eligibility for compensation.

If the product itself is defective or damaged but the packaging is intact, the Customer must take photos and submit a claim within 14 days of receiving the goods. Failure to follow these instructions may complicate the assessment of the damage and affect the seller’s ability to provide compensation or replacement.

Under the Estonian Law of Obligations, the seller is responsible for non-conformities existing at the time of delivery. The seller is not liable for defects arising after delivery, such as due to improper handling or storage.

Data Protection

Lush processes Customer personal data in accordance with the Personal Data Protection Act. Collected data includes information provided when joining the loyalty program, registering an online account, or placing an order (name, address, phone number, email, bank account, shopping cart contents, and purchase history). More information on data processing is available on our website.

We do not sell or share personal data with third parties for purposes other than order fulfillment (e.g., courier services), except:

  • To the extent necessary for delivery with courier companies

  • To suppliers for order fulfillment and customer service

In such cases, authorized processors act only to fulfill the order and must ensure the same level of data protection as Lush.

Customers have the right to access, correct, or delete their data by sending a request to customerservice@lush.ee.

If a Customer has subscribed to newsletters or personalized offers, consent may be withdrawn at any time by emailing customerservice@lush.ee or clicking the unsubscribe link in any email or SMS.

If a Customer believes their data rights have been violated, they may file a complaint with the Estonian Data Protection Inspectorate or take legal action.

Dispute Resolution

If you have complaints regarding our service or products, please contact us first. If no agreement is reached, the Customer may contact the Consumer Dispute Resolution Committee or take the matter to court.