Shipping policy

Last updated: 7 September 2026

This Shipping Policy describes how LUSHFILLS prepares, dispatches and delivers Orders, the delivery services that may be offered, and the responsibilities connected with each shipping option.

Please review this Policy together with our Terms and Conditions and Refund, Return, Replacement and Cancellation Policy before placing an Order.

Nothing in this Policy restricts any right or remedy that cannot legally be excluded. Any express delivery guarantee or commitment that duties and taxes are included remains applicable to an Order for which that service was purchased.

1. About This Policy

Throughout this Policy, “we”, “us”, “our” and “Seller” mean LUSHFILLS.

This Policy applies to Orders submitted through lushfills.com or another authorised sales channel operated by us.

Available shipping methods, charges and estimated delivery times may vary according to:

• Destination country and delivery zone.

• Products and quantities purchased.

• Product-specific handling requirements.

• Fulfilment location.

• Shipping service selected.

The delivery options shown during checkout or expressly stated in a written quotation are the options applicable to your Order.

Not every shipping service can be used for every Product or destination.

2. Buyer Eligibility and Local Requirements

Professional-use and regulated Products are intended only for Buyers who are legally permitted to purchase and receive them.

General cosmetics and skincare Products may be purchased without professional credentials where permitted for the particular Product under applicable law.

Requirements Before Ordering

Before submitting an Order, you must determine whether the specific Products may legally be purchased, imported, possessed and used in the destination country.

You are responsible for:

• Confirming that you are legally eligible to purchase and receive the Products.

• Obtaining licences, prescriptions, import permits or other permissions that are legally your responsibility.

• Supplying accurate purchaser, recipient and delivery information.

• Providing documentation reasonably required for lawful fulfilment.

• Promptly informing us about restrictions that may affect delivery.

The presence of a Product on our website, availability of a shipping option, successful payment or acceptance of an Order does not constitute confirmation that the Product has local regulatory approval.

Verification

Where appropriate, we may request professional registration details, business information or other supporting documentation.

If verification or a prescription is legally required before we can supply a Product, fulfilment cannot proceed until the necessary checks have been completed.

Checks performed by us do not replace your responsibility to determine and comply with requirements applicable to you.

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

Nothing in this section transfers to the Buyer an obligation that applicable law places upon us or excludes responsibility for our own breach.

3. Order Confirmation and Processing

After submitting an Order, you will normally receive an email confirming that we have received it.

An automated Order acknowledgement does not by itself constitute final acceptance. Formation of the Contract is governed by our Terms and Conditions.

Standard Processing

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

• Payment has been received as cleared funds.

• Required eligibility checks have been completed.

• Necessary documents and delivery information have been provided.

• Outstanding Product or stock matters have been resolved.

Processing time and shipping transit time are separate.

Delays and Special Orders

Processing may require additional time during promotions, periods of unusually high demand or circumstances affecting Product availability.

Customised, specially sourced or other special Orders may also require longer preparation periods. Where known before purchase, the relevant estimate will be disclosed.

If a significant delay occurs after an Order has been accepted, we will explain the available options.

We will not replace an ordered Product with a materially different Product without your agreement.

Please respond promptly if we request information necessary to complete fulfilment.

4. Shipping Services and Estimated Delivery Times

Different shipping services are available for different destinations.

The options applicable to your Order will be displayed at checkout or stated in your written quotation.

General Transit Estimates

Delivery category	Service	Estimated transit time
Domestic delivery, where available	Standard	3–5 Business Days
Domestic delivery, where available	Express	1–5 Business Days
International delivery	Standard	3–7 Business Days
International delivery, in eligible destinations	Express	3–5 Business Days

“Domestic delivery” refers to a service fulfilled within the destination country.

A domestic final-delivery stage following an international shipment does not make the entire transportation journey domestic.

The times above are general estimates. Where a different estimate is expressly provided for your particular service and destination, that estimate takes priority.

How Delivery Estimates Are Calculated

Transit estimates generally:

• Begin after Dispatch.

• Do not include processing time unless expressly stated otherwise.

• Count Business Days rather than weekends and relevant public holidays.

• May be affected by customs inspections, regulatory checks, carrier disruption or other events.

Creation of a shipping label or an update to an Order status does not itself establish that physical transportation has begun.

A delivery guarantee does not mean that arrival on a particular date is guaranteed unless we expressly make a date-specific commitment.

Special Logistics includes the delivery protection described in Section 7.

5. Flat-Rate Shipping Charges

Shipping charges are generally calculated using flat rates based on the relevant delivery zone, quantity tier and selected service.

The shipping amount applicable to your Order will be displayed at checkout or included in your written quotation.

Different charges may apply depending upon:

• Destination and delivery zone.

• Quantity purchased.

• Shipping service selected.

• Oversized or unusually bulky shipments.

• Special handling or packaging requirements.

Amounts payable directly to us will be disclosed before purchase.

If you request a change that creates an additional cost, we will obtain your agreement before proceeding.

Whether customs duties, import taxes and clearance charges are included depends upon the shipping service selected.

6. General Shipping Services

FedEx / DHL — Without Ice

This shipping option is offered only where suitable for the Products and destination concerned.

Under this service:

• Products are prepared using packaging appropriate to their documented requirements.

• Cooling materials are not added where they are unnecessary for the shipment.

• Destination duties, import taxes and clearance charges are payable by the Buyer where this has been disclosed before purchase.

• The Buyer must provide documents and permissions legally required from them for customs clearance.

A shipping service without ice will not be used where doing so would conflict with documented Product transportation requirements.

FedEx / DHL — With Ice

Where available and suitable:

• Products are shipped using insulated packaging and cooling materials.

• Shipment preparation must reflect documented transportation requirements for the particular Product.

• Destination duties, import taxes and clearance charges remain 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 by itself does not determine whether the Product remains suitable for use.

Other Destination Zones

Where another general shipping service applies, the carrier or service, price and estimated transit time will be displayed during checkout or confirmed in writing.

Unless a service expressly includes import-related charges, disclosed destination duties, taxes and customs-clearance costs remain the Buyer's responsibility.

Delivery Responsibility

General shipping services do not include the additional Special Logistics guarantee unless this is expressly stated.

However, handing a shipment to a carrier selected by us does not automatically terminate our responsibility for the Order.

Delivery, risk and available remedies remain governed by our Terms and Conditions, this Policy and applicable law.

7. Special Logistics — Guaranteed Delivery Service

Special Logistics is available for selected Products and destinations.

What Special Logistics Includes

The service price includes:

• Agreed transportation and delivery.

• Customs-clearance arrangements.

• Applicable import duties and taxes.

• Delivery protection described in this section.

Shipments may pass through a regional facility or logistics hub before being transferred for final local delivery.

You may still be required to provide accurate recipient information, identification or documentation legally required from you.

An inclusive shipping service does not remove regulatory eligibility or import-permission requirements.

Delivery Guarantee

Where Delivery fails for a reason covered by the Special Logistics guarantee, we will arrange a replacement shipment without charging additional shipping costs.

The guarantee covers Delivery failures that are not caused by:

• Incorrect information supplied by the Buyer.

• Unjustified refusal of Delivery.

• Failure to collect the shipment.

• Failure to satisfy a legal requirement applicable to the Buyer.

A customs-related Delivery failure is not automatically excluded from the guarantee.

We will assess the reason for the failure and apply the guarantee where the circumstances fall within the service commitment.

If Reshipment Is Unsuccessful

If Delivery still cannot be completed following the replacement shipment, we will refund:

• The amount paid for the undelivered Products.

• The shipping charge attributable to those Products.

Where there is no lawful and reasonably viable method of reshipping, we will provide the applicable refund without requiring an unnecessary reshipment attempt.

If the entire Order remains undelivered, the refund includes the full shipping charge paid for that Order.

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

Duties or Taxes Requested by a Carrier

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

• Contact us promptly.

• Provide the payment notice and tracking reference.

• If payment has already been made, provide evidence of payment.

We will arrange payment or reimbursement of a verified covered amount.

You will not be required to pay the same included charge twice.

Arrival Dates

The Special Logistics guarantee provides the Delivery remedy described above.

It does not guarantee arrival on a particular date unless a date-specific guarantee has been expressly agreed by us in writing.

8. Fulfilment Locations, Regional Hubs and Split Shipments

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

Depending on the Products and destination, an Order may:

• Be dispatched from multiple facilities.

• Pass through a regional logistics hub.

• Arrive in separate parcels.

• Use different carriers during international and domestic stages.

• Have multiple tracking numbers.

Separate parcels may arrive on different dates.

Relevant shipment information will be provided as it becomes available.

We will not impose additional shipping charges solely because we choose to divide an accepted Order into multiple shipments unless you agree to those charges.

Using fulfilment providers or logistics partners does not remove our contractual or legal responsibilities.

9. Packaging and Temperature-Sensitive Products

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

Depending upon the Product, shipment packaging may include:

• Protective cartons and cushioning.

• Insulation.

• Cooling materials.

• Other suitable protection against damage or inappropriate transportation conditions.

Cooling Materials

Ice packs may thaw or melt during transportation.

Melted ice alone does not establish that a Product has been damaged. Likewise, the presence of ice does not itself prove that the Product remains suitable for use.

Where a transportation concern arises, we may consider:

• Documented transportation and storage requirements for the Product.

• Available shipment information.

• Transit duration.

• Available temperature records.

• Relevant manufacturer guidance.

Insulated packaging alone will not be treated as proof that required transportation conditions were maintained.

After Delivery

Products should be stored promptly according to their labelling.

If you believe a Product may have been affected by temperature:

• Separate it from usable Products.

• Continue following its labelled storage requirements.

• Contact us promptly.

• Retain relevant packaging and supporting evidence where reasonably possible.

• Do not use or distribute the Product until its suitability has been established.

Nothing in this section excludes our responsibility for unsuitable transportation arrangements or Products delivered in a compromised condition.

10. Dispatch and Tracking

Tracking details will be supplied where available from the relevant logistics provider.

For some shipping arrangements, particularly those involving consolidation or regional hubs:

• The first tracking event may appear after initial Dispatch.

• Local tracking may only become available after handover to the final-delivery carrier.

• Tracking numbers may change during different transportation stages.

• Updates may be intermittent while the shipment is moving internationally or undergoing clearance.

The absence of an immediate tracking scan does not necessarily mean that the shipment has not moved.

Conversely, creation of a shipping label alone does not establish physical Dispatch.

If tracking appears unclear or remains unchanged beyond what is reasonably expected, contact us with your Order number and we will assist in investigating the shipment.

You should respond to legitimate requests from local carriers while remaining free to contact us for assistance.

11. Delivery Address and Recipient Responsibilities

Before placing an Order, ensure that you provide:

• Correct full recipient or business name.

• Complete street address.

• Building, apartment, unit or floor information where necessary.

• Correct postal code, city and country.

• Current telephone number and email address.

• Necessary access or Delivery instructions.

The intended recipient must be legally entitled to receive the Products.

Address Changes

Contact us immediately if an address correction is necessary.

Whether a change can be made depends on operational feasibility and carrier acceptance.

An address amendment is confirmed only when we notify you.

If your requested change creates an additional charge, we will explain the amount before proceeding.

Receiving the Shipment

You should arrange for an appropriate recipient to receive the parcel and promptly attend to Products requiring specific storage conditions.

Where a carrier requests collection, documentation or another necessary action, the request should be addressed within the stated reasonable timeframe.

12. Failed Delivery, Refusal and Non-Collection

Delivery may fail because of circumstances including:

• Incorrect address information.

• Recipient unavailability.

• Access restrictions.

• Failure to collect the shipment.

• Refusal of Delivery.

Where Delivery fails, we will consider:

• Information provided by the carrier.

• Whether reasonable Delivery or collection opportunities were provided.

• Whether appropriate notice was given to the Buyer.

• The reason for refusal or non-collection.

• The shipping service selected.

• Applicable contractual and legal rights.

If the Buyer's actions directly create additional costs, reasonable and documented costs may be recovered where permitted by law.

Any proposed redelivery, storage or return charge will be explained.

Refusing a shipment does not by itself constitute a valid cancellation or statutory withdrawal. You should contact us directly and clearly communicate your decision.

A justified refusal resulting from an incorrect shipment or obvious serious damage will not automatically be treated as the Buyer's fault.

13. Customs and Import Clearance

Customs authorities may inspect Products, request documentation, delay clearance or refuse entry.

Buyer Responsibilities

Before purchasing, you must establish Product-specific requirements applicable to your transaction and obtain permissions legally required from you.

You must provide accurate information and cooperate with lawful requests concerning obligations that apply to you.

Our Responsibilities

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

Customs descriptions and accompanying documents must accurately represent the shipment.

Any importer-of-record arrangement must reflect the actual transaction and applicable law.

Shipping Fees and Import Charges

The shipping fee paid to LUSHFILLS covers the selected delivery service.

Import duties and taxes are separate charges imposed by authorities in the destination country and are not additional shipping fees charged by us.

These amounts may be collected directly by customs authorities or by a carrier or customs broker acting on their behalf.

Carriers and customs brokers may also impose separate clearance or handling fees.

Government import duties and tax rates are determined according to the destination and shipment. LUSHFILLS does not set these rates.

For shipping options that do not include import charges:

• By choosing the service, you agree to pay applicable duties, import taxes and disclosed clearance charges for which you are responsible.

• Payment should be made to the authority, carrier or broker requesting it through an official payment method.

• These charges are separate from shipping fees already paid to LUSHFILLS.

• Failure to pay a valid charge may delay customs clearance or cause the shipment to be returned or otherwise dealt with by the authorities.

• Any resulting costs or remedies will be assessed under this Policy, our Refund Policy and applicable law.

For Special Logistics:

• Applicable duties, taxes and customs-clearance charges are included in the service price and covered by us.

• Government charges continue to be assessed by the relevant authorities, but we arrange payment of covered amounts.

• If you receive a separate request to pay a covered amount, contact us with the notice so that we can arrange payment or reimburse a verified charge.

If you are uncertain whether a payment request is legitimate or included in your selected shipping service, contact us with the notice and tracking details before making payment.

Responsibility for exceptional additional costs depends upon their cause, the Contract and applicable law.

Penalties, storage costs or destruction charges will not automatically be passed to the Buyer regardless of responsibility.

14. Customs Refusal, Seizure or Return

If customs refuses, detains, seizes or returns a shipment, contact us promptly and provide the relevant notice.

We will consider:

• The reason stated by the authority.

• Required documentation and permissions.

• Whether either party failed to satisfy an applicable obligation.

• Whether the Products can lawfully be recovered or reshipped.

• The shipping service and applicable Delivery guarantee.

• Remedies required by applicable law.

A customs event does not automatically mean that the Buyer is entitled to a full refund or that the entire payment is forfeited.

For Special Logistics, the Section 7 guarantee applies where its requirements are satisfied.

For other shipping services, available remedies will be determined under the Contract and applicable law.

Where the failure results directly from inaccurate information or missing permissions that were the Buyer's responsibility, reasonable, documented and legally permitted costs may affect the available refund.

We will not arrange a replacement shipment through an unlawful route or require an unsuccessful procedure to be repeated where a refund is already due.

Refusal to Pay Import Charges and Returned Shipments

Where a shipping service expressly excludes import charges, the Buyer must pay valid duties, taxes and disclosed customs-clearance charges for which they are responsible.

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 that your failure to pay caused it.

• Free replacement or reshipment is not included for that failure.

• You may be responsible for reasonable and documented return, storage, customs-clearance and redelivery costs directly resulting from the failure, where legally permitted.

• Refusing to pay import charges does not automatically cancel the Order or create a right to a refund.

Refund Assessment for Customer-Caused Returns

Where a shipment is returned because of refusal to pay applicable import charges, incorrect Delivery details, unjustified refusal or non-collection, any discretionary refund will normally be assessed only after the shipment physically reaches our designated return facility and is inspected.

A tracking status such as “return initiated” or “return to sender” does not establish that LUSHFILLS has received the Products.

Receipt of a returned shipment does not automatically create a refund entitlement.

We may assess:

• Products and quantities successfully recovered.

• Product condition, seal integrity and remaining shelf life.

• Compliance with applicable storage and transportation requirements.

• Eligibility under our Refund Policy.

• Reasonable documented deductions permitted under the Contract and applicable law.

Where a customer-caused return cannot be recovered because, for example, 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, responsibility arising from our own breach or an applicable Special Logistics guarantee.

Where a valid statutory withdrawal allows proof of return to trigger reimbursement, we will not impose physical receipt and inspection as additional conditions.

15. Lost Parcels and Disputed Delivery

Please contact us if:

• Tracking has not progressed beyond the expected Delivery period.

• The carrier confirms that the parcel has been lost.

• Tracking shows “delivered” but you have not received the shipment.

• Only part of the expected shipment has arrived.

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

We may request reasonable information for investigation and obtain Delivery evidence from the carrier.

A carrier's Delivery scan is not automatically conclusive where physical receipt is genuinely disputed.

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

A carrier investigation does not extend a mandatory deadline for providing a remedy.

16. Damage, Incorrect Products and Missing Items

Please inspect your parcel and its contents promptly following receipt.

Visible damage, incorrect Products and missing items should be reported within 14 calendar days after Delivery in accordance with our Refund, Return, Replacement and Cancellation Policy.

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

Where reasonably available, please provide:

• Order number.

• Affected Product and quantity.

• Photographs of the parcel, shipping label and Products.

• Batch or lot information.

• Description of the issue.

An unboxing video can be useful evidence but is not automatically required to obtain a remedy.

Products suspected of being compromised should not be used or distributed.

Retain relevant evidence and follow the procedure described in our Refund Policy.

17. Delivery, Risk and Ownership

Subject to mandatory legal requirements, risk of loss or damage passes when the Products are physically delivered to you or your designated recipient.

Handing Products to a carrier selected by us does not by itself constitute Delivery to the Buyer.

Where a Consumer independently commissions a different carrier, any different allocation of risk is determined according to applicable law.

Ownership of Products is governed by our Terms and Conditions.

Transfer of risk does not remove rights relating to defects or lack of conformity that existed at the time of Delivery.

18. Events Outside Our Reasonable Control

Shipping may be affected by circumstances including:

• Severe weather and natural disasters.

• Transportation disruption or strikes.

• Government restrictions.

• Customs or regulatory intervention.

• Widespread carrier or infrastructure failures.

Where an event outside reasonable control materially affects an Order, we will take reasonable measures to minimise the impact and communicate relevant developments.

An estimated Delivery date may need to be adjusted.

Applicable rights concerning delayed or failed Delivery remain available.

Nothing in this section permits us to retain payment indefinitely for an Order that cannot be delivered or to disregard an express shipping guarantee.

19. Cancellations, Returns and Refunds

Requests involving cancellations, returns, refunds, replacements or reshipments are handled according to our Refund, Return, Replacement and Cancellation Policy.

In particular:

• Contact us promptly if you want to stop an Order before Dispatch.

• Where statutory withdrawal rights apply, exercising them does not depend upon our discretionary approval.

• Obtain the correct return instructions before sending Products back.

• Voluntary change-of-mind returns are available only for eligible general cosmetics and skincare Products under our Refund Policy.

• Botulinum toxin products, dermal fillers and other excluded injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns.

• Exclusion from voluntary returns does not remove statutory rights or applicable remedies for defective Products.

The Special Logistics guarantee described in Section 7 remains part of the Contract where that service was purchased.

Customer-caused returns remain subject to the recovery and assessment provisions in Section 14, including the stated exceptions concerning mandatory legal rights and applicable guarantees.

20. Changes to This Policy

The version of this Shipping Policy available when you placed your Order applies to that Order unless a change is required by law or expressly agreed with you.

Updated versions apply to future transactions and will display a revised publication date.

A later amendment will not retrospectively remove a shipping service, included charge or Delivery guarantee already agreed for an accepted Order.

21. Contact Us

For Delivery questions, tracking assistance or shipping-related problems, contact:

LUSHFILLS

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

Where available, please include your Order number and tracking reference.

Contact us for the correct return address before sending Products back. An office, supplier facility or Dispatch location should not automatically be treated as an authorised return destination.