Last updated: 7 September 2026

This Shipping Policy explains how we process, dispatch and deliver Orders, the shipping services available, and the responsibilities associated with each service.

Please read this Policy together with our Terms and Conditions and Refund, Return, Replacement and Cancellation Policy before ordering.

Nothing in this Policy limits rights or remedies that cannot lawfully be excluded. Our express delivery guarantees and commitments to include duties and taxes remain applicable to the Orders for which they were purchased.

1. About This Policy

In this Policy, “we”, “us”, “our” and “Seller” refer to LUSHFILLS.

This Policy applies to Orders placed through our website or another authorised sales channel operated by us.

Shipping availability, charges and estimated transit times depend on:

• The destination country and delivery zone.
• The Products and quantities ordered.
• Product-specific handling requirements.
• The fulfilment location.
• The service selected.

The shipping options displayed at checkout or expressly confirmed in your written quotation apply to your Order. Not every service is available for every Product or destination.

2. Buyer Eligibility and Local Regulations

Our professional-use and regulated Products are intended only for Buyers legally entitled to purchase and receive them.

General cosmetics and skincare Products may be purchased without professional credentials where the Product and applicable law permit.

Requirements before ordering

Before placing an Order, you must check that the specific Products may lawfully be purchased, imported, possessed and used in the destination country.

You must:

• Confirm your eligibility to purchase and receive the Products.
• Obtain licences, prescriptions, import permits or other permissions that are legally your responsibility.
• Provide accurate purchaser, recipient and delivery information.
• Supply documents reasonably required for lawful fulfilment.
• Inform us promptly of any restriction that could affect delivery.

A Product listing, available shipping option, successful payment or acceptance of an Order does not constitute confirmation of local regulatory approval.

Verification

We may request professional registration, business information or other supporting documents.

Where verification or a prescription is legally required for us to supply a Product, the Order will not proceed without the necessary checks.

Our checks do not replace your responsibility to establish and comply with requirements applicable to you.

If eligibility or lawful supply cannot be established, we may suspend or cancel the Order in accordance with our Terms and Refund Policy.

Nothing in this section transfers to you an obligation legally imposed on us or excludes responsibility for our own breach.

3. Order Confirmation and Processing

After placing an Order, you will ordinarily receive an email acknowledging its receipt.

An automated acknowledgement does not, by itself, constitute final acceptance. Contract formation is governed by our Terms and Conditions.

Standard processing

Orders are typically processed within 1–3 Business Days after:

• Payment has been received in cleared funds.
• Required eligibility checks have been completed.
• Necessary documents and delivery information have been received.
• Any outstanding Product or stock decisions have been resolved.

Processing time is separate from transit time.

Delays and special Orders

Processing may take longer during promotional periods, unusually high demand or circumstances affecting stock availability.

Customised, specially sourced or other special Orders may require additional time. Where known, the relevant estimate will be disclosed before purchase.

If a material delay arises after acceptance, we will explain the available options. We will not substitute a materially different Product without your agreement.

Please respond promptly when we request information needed to complete fulfilment.

4. Shipping Services and Estimated Times

We offer different services for different delivery zones. The options available for your Order are shown at checkout or in your written quotation.

General transit estimates

“Domestic delivery” means a service fulfilled within the destination country. A local delivery leg following an international shipment does not make the entire journey domestic.

These are general estimates. The estimate expressly provided for your selected service and destination takes priority.

How estimates work

• Transit estimates generally begin after Dispatch.
• Processing time must be added unless an estimate expressly includes it.
• Business Days generally exclude weekends and relevant public holidays.
• Customs inspections, regulatory reviews, carrier disruption and other events may extend the estimate.
• A tracking label or order-status change does not, by itself, establish that transportation has begun.

A delivery guarantee is not a guaranteed arrival date unless we expressly state otherwise.

Special Logistics provides the delivery protection explained in Section 7.

5. Flat-Rate Shipping Charges

We use flat-rate shipping charges based on the applicable delivery zone, quantity tier and service selected.

The charge for your Order is displayed at checkout or stated in your written quotation.

Different rates may apply because of:

• Destination and delivery zone.
• Quantity ordered.
• Selected service.
• Oversized or unusually bulky consignments.
• Special handling or packaging requirements.

Charges payable to us will be disclosed before purchase. If a requested change creates an additional charge, we will obtain your agreement before proceeding.

Whether import duties, taxes and clearance charges are included depends on the shipping service purchased.

6. General Shipping Services

FedEx / DHL — Without Ice

This option is available only where appropriate for the Products and destination.

Under this service:

• Products are prepared using packaging suitable for their documented requirements.
• Cooling materials are not included where they are not required for the shipment.
• Destination duties, import taxes and clearance charges are payable by the Buyer where disclosed before purchase.
• The Buyer must provide documents and permissions legally required from them for clearance.

A service without ice will not be used where it would conflict with the Product’s documented transport requirements.

FedEx / DHL — With Ice

Where available and appropriate:

• Products are shipped with insulated packaging and cooling materials.
• Preparation must reflect the specific Product’s documented transport requirements.
• Destination duties, import taxes and clearance charges are payable by the Buyer where disclosed before purchase.
• The Buyer must provide documents and permissions legally required from them.

The condition of an ice pack alone does not determine whether a Product remains suitable for use.

Other destination zones

For destinations served under another general shipping option, the carrier or service, price and available estimate will be shown at checkout or confirmed in writing.

Unless the service expressly includes import charges, disclosed destination duties, taxes and clearance charges remain payable by the Buyer.

Delivery responsibility

General shipping does not include the additional Special Logistics guarantee unless expressly stated.

However, handover to a carrier appointed by us does not automatically end our responsibility for the Order. Delivery, risk and available remedies remain governed by our Terms, this Policy and applicable law.

7. Special Logistics — Guaranteed Delivery Service

Special Logistics is available for selected destinations and Products.

What the service includes

The price includes:

• The agreed transportation and delivery service.
• Customs-clearance arrangements.
• Applicable import duties and taxes.
• Delivery protection under this section.

We may route the shipment through a regional facility or logistics hub before final local delivery.

You may still need to provide accurate recipient information, identification or documents legally required from you. An inclusive service does not remove regulatory eligibility or import-permission requirements.

Delivery guarantee

If delivery fails for reasons covered by the guarantee, we will arrange a replacement shipment at no additional shipping cost.

The guarantee covers delivery failure that is not caused by the Buyer’s incorrect information, unjustified refusal, non-collection or failure to meet a legal requirement that applies to them.

Customs-related failure is not automatically excluded. We will assess its cause and honour the guarantee where the failure falls within the service commitment.

If reshipment does not resolve the issue

If delivery still cannot be completed following reshipment, we will refund the amount paid for the undelivered Products and the shipping charge attributable to them.

If a lawful, reasonably viable reshipment cannot be arranged, we will provide the refund without requiring an unnecessary reshipment attempt.

For a completely undelivered Order, the refund includes the full shipping charge paid for that Order.

We will not require repeated unsuccessful reshipments or use an investigation to postpone a refund beyond an applicable legal deadline.

Charges requested by a carrier

If a carrier or authority requests payment of a duty, tax or clearance charge included in Special Logistics:

• Contact us promptly.
• Provide the payment notice and tracking reference.
• If you have already paid, provide proof of payment.

We will arrange payment or reimbursement of a verified covered charge. You will not be required to bear the same included charge a second time.

Arrival dates

Special Logistics guarantees the delivery remedy described above. It does not guarantee arrival on a particular date unless we expressly agree to a date-specific guarantee in writing.

8. Fulfilment Locations, Regional Hubs and Split Shipments

Products may be dispatched from facilities in South Korea or other locations relevant to the Order.

Depending on the Products and destination, an Order may:

• Be dispatched from more than one facility.
• Travel through a regional logistics hub.
• Arrive in separate parcels.
• Use different carriers for international and local transportation.
• Receive more than one tracking number.

Separate parcels may arrive on different dates.

We will provide relevant shipment information as it becomes available. Additional shipping charges arising solely from our decision to split an accepted Order will not be imposed without your agreement.

The use of fulfilment or logistics partners does not remove our contractual or legal obligations.

9. Packaging and Temperature-Sensitive Products

Products must be prepared and transported using arrangements appropriate to their documented requirements.

Depending on the Product, packaging may include:

• Protective cartons and cushioning.
• Insulation.
• Cooling materials.
• Other appropriate protection against damage or unsuitable transport conditions.

Cooling materials

Ice packs may melt during transportation.

Melted ice alone neither proves Product damage nor establishes that a Product remains suitable for use.

Any concern will be assessed using relevant evidence, which may include:

• The specific Product’s transport and storage requirements.
• Available shipment information.
• Transit duration.
• Available temperature records.
• Relevant manufacturer guidance.

We will not treat the use of insulated packaging alone as proof that the required conditions were maintained.

On receipt

Store Products promptly according to their labelling.

If you suspect a temperature-related problem:

• Keep the affected Products separate from usable stock.
• Follow their labelled storage requirements.
• Contact us promptly.
• Retain relevant packaging and evidence where reasonably practicable.
• Do not use or distribute them until suitability has been established.

This section does not exclude responsibility for unsuitable transport arrangements or Products delivered in a compromised condition.

10. Dispatch and Tracking

Tracking information is provided when available from the relevant logistics partner.

For some services, particularly those involving consolidation or regional hubs:

• The first tracking update may appear after initial Dispatch.
• Local tracking may become available only after transfer to the final delivery carrier.
• Tracking numbers may change between transportation stages.
• Updates may be intermittent during international movement or clearance.

The absence of an immediate scan does not necessarily mean that the parcel has not moved. Equally, label creation alone does not establish physical Dispatch.

If tracking appears stalled or unclear, contact us with your order number. We will reasonably assist in checking the shipment.

You should respond to legitimate local carrier requests, while remaining free to contact us for support.

11. Delivery Address and Recipient Responsibilities

Before ordering, check that you have supplied:

• The recipient’s correct full name or business name.
• A complete street address.
• Building, unit or floor details where needed.
• The correct postal code, city and country.
• A current telephone number and email address.
• Any essential access or delivery instructions.

The recipient must be legally entitled to receive the Products.

Address changes

Contact us immediately if a correction is required.

Changes are subject to operational feasibility and carrier acceptance. A change is confirmed only when we notify you.

Any additional charge for a requested change will be explained before we proceed.

Receipt of the parcel

Arrange for an appropriate recipient to accept delivery and promptly attend to Products requiring specific storage.

If a carrier requests collection, documentation or another necessary action, respond within the stated reasonable period.

12. Failed Delivery, Refusal and Non-Collection

Delivery may fail because of an incorrect address, unavailable recipient, access restrictions, non-collection or refusal.

Where this occurs, we will assess:

• The carrier’s information.
• Whether reasonable delivery or collection arrangements were offered.
• Whether the Buyer received appropriate notice.
• The reason for refusal or non-collection.
• The selected shipping service.
• Applicable contractual and legal rights.

Where the Buyer’s failure directly causes additional costs, we may seek reasonable, documented costs where permitted by law.

We will explain any proposed redelivery, return or storage charge.

Refusing a parcel does not, by itself, communicate a valid cancellation or statutory withdrawal. Contact us directly with a clear statement.

A justified refusal because of an incorrect shipment or apparent serious damage will not automatically be treated as Buyer fault.

13. Customs and Import Clearance

Customs authorities may request documents, inspect goods, delay clearance or refuse entry.

Buyer obligations

Before ordering, you must establish the Product-specific requirements applicable to your purchase and obtain permissions legally required from you.

You must provide accurate information and cooperate with lawful requests relating to your obligations.

Our obligations

We remain responsible for requirements legally imposed on us and for the shipping services expressly purchased.

Customs descriptions and documentation must accurately reflect the shipment. Any importer-of-record arrangement must match the actual transaction and applicable law.

Shipping Fees and Import Charges

The shipping fee paid to us covers the delivery service selected. Import duties and taxes are separate charges assessed by the relevant authorities in the destination country; they are not additional shipping fees imposed by us.

Customs authorities may collect these amounts directly, or a carrier or customs broker may collect them on the authorities’ behalf. Carriers or brokers may also charge separate clearance or handling fees.

The applicable amounts depend on the destination’s rules and the shipment. We do not set government import duties or tax rates.

For shipping options that exclude import charges:

• By selecting the service, you agree to pay applicable duties, import taxes and disclosed clearance charges that are your responsibility.
• Payment must be made to the authority, carrier or broker requesting it through their official payment channels.
• These amounts are separate from the shipping fee already paid to us.
• Failure to pay a valid charge may delay clearance or result in the shipment being returned or otherwise handled by the authorities.
• Any resulting costs or remedy will be assessed under this Policy, our Refund Policy and applicable law.

For Special Logistics:

• Applicable import duties, taxes and customs-clearance charges are included in the service price and covered by us.
• The relevant authorities still assess government charges; we arrange for those covered amounts to be paid.
• If you receive a separate payment request for a covered charge, contact us with the notice so we can arrange payment or reimbursement of a verified amount.

If you are unsure whether a payment request is genuine or covered by your selected service, contact us with the notice and tracking reference before paying.

Responsibility for additional exceptional costs depends on the cause, the Contract and applicable law. Penalties, storage or destruction charges will not automatically be passed to the Buyer regardless of cause.

14. Customs Refusal, Seizure or Return

If a shipment is refused, detained, seized or returned, contact us promptly with the relevant notice.

We will review:

• The stated reason.
• The documents and permissions required.
• Whether either party failed an applicable obligation.
• Whether the Products can lawfully be recovered or reshipped.
• The selected service and any delivery guarantee.
• The remedies required by law.

A customs event does not automatically result in either a full refund or complete loss of payment.

For Special Logistics, the guarantee in Section 7 applies where its conditions are met.

For other services, remedies are assessed under the Contract and applicable law.

Where failure is directly caused by missing permissions or inaccurate information that were the Buyer’s responsibility, lawful and documented costs may affect the available refund.

We will not arrange reshipment through an unlawful route or require an unsuccessful process to be repeated where a refund is due.

Refusal to Pay Import Charges and Returned Shipments

Where the selected shipping service expressly excludes import charges, you must pay valid duties, taxes and disclosed clearance charges that are your responsibility.

If a shipment is delayed, refused, abandoned or returned because you fail or refuse to pay those charges:

• The resulting delivery failure is not our responsibility to the extent it was caused by your failure to pay.
• Free replacement or reshipment is not included for that failure.
• You may be responsible for reasonable, documented return, storage, clearance and redelivery costs directly resulting from that failure, where permitted by law.
• Refusal to pay does not automatically cancel the Order or create a refund entitlement.

Refund Assessment for Customer-Caused Returns

For a shipment returned because of your refusal to pay applicable import charges, incorrect delivery information, unjustified refusal or non-collection, any discretionary refund will be assessed only after the shipment physically reaches our designated return facility and has been inspected.

A tracking status showing “return initiated”, “return to sender” or similar does not establish that we have received the Products.

Receipt of the returned shipment does not automatically guarantee a refund. We will assess:

• The Products and quantities recovered.
• Their condition, seal integrity and remaining shelf life.
• Compliance with relevant storage and transport requirements.
• Whether a return is eligible under our Refund Policy.
• Any reasonable, documented deductions permitted by the Contract and law.

If a customer-caused return is not recovered—for example, because the shipment is abandoned, destroyed or otherwise not returned—no discretionary refund is available under this provision.

These conditions do not override a refund required by law, our responsibility for our own breach, or an applicable Special Logistics delivery guarantee. Where a valid statutory withdrawal permits proof of return to trigger reimbursement, physical receipt and inspection will not be imposed as additional requirements.

15. Lost Parcels and Disputed Delivery

Contact us if:

• Tracking has not progressed beyond the expected delivery period.
• The carrier reports loss.
• Tracking states “delivered” but you have not received the parcel.
• Only part of the expected shipment has arrived.

Where relevant, check with authorised recipients, reception staff or the stated collection location.

We may request reasonable information to investigate and obtain delivery evidence from the carrier.

A delivery scan alone does not conclusively establish receipt where there is a genuine dispute.

Where we remain responsible for an undelivered shipment, we will provide the remedy required by the Contract, the purchased guarantee and applicable law.

Carrier investigations do not extend mandatory remedy deadlines.

16. Damage, Incorrect Products and Missing Items

Inspect the parcel and contents promptly after receipt.

Report visible damage, incorrect Products or missing items within 14 calendar days after Delivery, in accordance with our Refund Policy.

This commercial reporting period does not remove a longer mandatory right or a valid claim concerning a hidden defect.

Where reasonably available, provide:

• Your order number.
• The affected Product and quantity.
• Photographs of the parcel, shipping label and Products.
• Batch or lot details.
• A description of the problem.

An unboxing video can assist but is not an automatic condition of a remedy.

Do not use or distribute Products suspected to be compromised. Retain relevant evidence and follow the reporting procedure in our Refund Policy.

17. Delivery, Risk and Ownership

Risk of loss or damage passes upon physical delivery to you or your designated recipient, subject to mandatory legal rules.

Delivery to a carrier appointed by us is not, by itself, delivery to the Buyer.

Any different arrangement involving a carrier independently commissioned by a Consumer is governed by applicable law.

Ownership is governed by our Terms and Conditions.

Transfer of risk does not remove rights concerning a defect or lack of conformity existing at Delivery.

18. Events Beyond Reasonable Control

Events that may affect shipping include:

• Severe weather or natural disasters.
• Transport disruption or strikes.
• Government restrictions.
• Customs or regulatory intervention.
• Widespread carrier or infrastructure failures.

Where such an event materially affects your Order, we will take reasonable steps to reduce its impact and communicate relevant changes.

An estimated delivery date may need to be revised. Applicable rights relating to delayed or failed delivery remain available.

This section does not allow us to retain payment indefinitely for an Order we cannot deliver or disregard an express shipping guarantee.

19. Cancellations, Returns and Refunds

Requests concerning cancellation, return, refund, replacement or reshipment are handled under our Refund, Return, Replacement and Cancellation Policy.

In particular:

• Contact us promptly if you wish to stop an Order before Dispatch.
• A statutory withdrawal, where available, does not depend on our discretionary approval.
• Obtain the correct return instructions before sending Products back.
• Voluntary change-of-mind returns apply only to eligible general cosmetics and skincare under the Refund Policy.
• Botulinum toxin products, dermal fillers and other excluded injectable or sterile professional-use Products do not qualify for voluntary change-of-mind returns.
• Exclusion from voluntary returns does not remove applicable defect remedies or statutory rights.

The Special Logistics guarantee in Section 7 remains part of the Contract for that service. Customer-caused returns are subject to the assessment and recovery requirements in Section 14, including its exceptions for mandatory rights and applicable guarantees.

20. Changes to This Policy

The version made available when you placed your Order governs that Order unless a change is required by law or expressly agreed with you.

Updates apply to future transactions and will show a revised publication date.

Later changes do not retrospectively remove an agreed shipping service, included charge or delivery guarantee.

21. Contact Us

For shipping questions, tracking assistance or delivery problems, contact:

Email: info@lushfills.com
Phone / WhatsApp: +372 5360 2282

Please include your order number and tracking reference, where available.

Contact us for the appropriate return address before sending Products. An office, supplier or dispatch location is not automatically an authorised return destination.