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Terms and Conditions

We are Eetiline Kosmeetika OÜ (company registration number 11314204) of Narva mnt 5 Tallinn Harjumaa 10117

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 (+372) 6640407 or email  customerservice@lush.ee . We aim to provide high-quality service and all feedback helps us to improve each time.

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. 

1. Ordering

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 e-mail 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, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. 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 acknowledgment.

1.1 Complaints

If you have a complaint relating to our Terms and Conditions or our products, we will attempt to resolve the complaint using our internal complaints-handling procedure. If the process is exhausted and the complaint is not settled in this way, you may make a request to us for the dispute to be settled.

Data protection and privacy policy

Any personal information you provide to Eetiline Kosmeetika OÜ directly or via lush.ee and from which you can be identified is stored securely and confidentially and will be processed fairly and lawfully in accordance with our privacy notice.

So that we can deliver your order to you, we will provide your details to our couriers and postal service providers that deliver your order.

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:  

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.

Arrangements

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.

Once we accept your order, a contract to purchase and deliver products takes effect between you and Eetiline Kosmeetika OÜ. 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.

Products will be at your sole risk from the time of delivery to you. 

The Contract

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 e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who 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.

2. Fresh Orders

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 the Estonia, your fresh face mask may arrive in a less-than-fresh state. We accept no liability for this.

3. Resale

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 site. When you come to pay for your products you leave our site and your payment is processed through the Adyen secure server.

We accept Visa, Mastercard. We also accept PayPal payments through Adyen. Redemption of gift cards online is not currently available.

Payment will be taken in euros (€), and if applicable, your card will be charged according to the exchange rate at that time.

You can also telephone your order to us; call 6640407 to chat to our happy Lush Customer Care team.

5. Prices and VAT

Our prices, as stated on our website, are in euros (€) and include VAT, where applicable. We reserve the right to alter prices at any time. Prices and promotions held in our Foorum and Ülemiste stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.

Where you have requested delivery to a Estonian, Latvian or Lithuanian address, the price paid for the product will usually include VAT at the applicable rate, and the applicable amount of VAT will be shown on your email sales notification.

6. Cancellations and Returns

We aim to dispatch orders within one working day, 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 +372 6640407 and let us know during office hours, or via e-mail to  customerservice@lush.ee. If you would like to change anything about an order we would recommend that, in the first instance, you give us a call on +372 6640407 or email us at  customerservice@lush.ee  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 the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products.   Days mean calendar days, including weekends and public holidays.

To cancel a contract, please contact us in writing to tell us by sending an email to customerservice@lush.ee. You may wish to keep a copy of your cancellation notification for your own records.  If you send us your cancellation notice by email, then your cancellation is effective from the date you sent us the email or posted the letter to us. You need to inform us of your decision to cancel before the 14 day cancellation period has expired.  

Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel.  You can return products by sending them to our Returns Address- Narva mnt 5 Tallinn Harjumaa 10117.  Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us.  You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.

If you cancel a contract within the 14 day cancellation period, you will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for.  You will not be refunded for any costs you have incurred for returning the products to us. Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us.   Where the products have not been delivered to you, we will process the refund within 14 calendar days after the day we were informed of your decision to cancel the contract. Unless you expressly tell us otherwise, we will refund you on the credit card or debit card used by you to pay for the products.

We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us.  As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

Details of your legal right to cancel and an explanation of how to exercise it are provided in the confirmation of despatch.

In the event of a damaged parcel

We’re very sorry if the Lush products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 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. It may be possible for you to return these goods to a Lush shop; to find out if this is possible, please call+372 6640407. 

7. Cookies

For more details about how we use cookies, please see our Privacy Notice and Cookie Policy

8. VAT Queries

Delivery costs will be added to your order and the final total will include VAT at the applicable rate calculated on your products and the cost of delivery.

9.  Your Statutory Rights

Nothing in these terms affects your statutory rights.

10.  Variation

We may vary these terms from time to time.  If we do we will replace these terms on our website with our new terms.