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Shipping Policy

We aim to ensure that every order is processed and shipped with efficiency, care, and professionalism. Below is a detailed breakdown of our shipping policy, which applies to all orders placed through our website.

Processing Time

  1. Order Confirmation: Once your order is placed and we confirm your elegibility, you will receive an email confirmation with your order details.
  2. Processing Period: Orders are typically processed within 1-3 business days. However, during peak seasons or promotional sales, processing times may extend by an additional 2-3 business days due to the high volume of orders.
  3. Custom or Special Orders: For custom or personalized orders, processing times may extend further. You will be notified of the expected processing and shipping times upon order confirmation.

Shipping Methods and Estimated Delivery Times

  1. Domestic Shipping:
    • Standard shipping: 3-5 business days
    • Express shipping: 1-5 business days
  2. International Shipping:
    • Standard international shipping: 3-7 business days depending on the destination country.
    • Express international shipping: 3-5 business days (available for select countries only).
  3. Delivery times are estimates and do not include weekends, holidays, or unforeseen customs delays.

Flat-Rate Shipping

For your convenience, we offer flat-rate shipping fees:

  • Domestic Orders: €30 per order
  • International Orders: €45 per order

Shipping fees may vary for bulky or oversized items, which will be calculated at checkout.

Packaging Standards

  • All orders are packed securely to ensure product quality and safety during transit.
  • Products requiring temperature control (e.g., medical or cosmetic products) are shipped with insulated packaging and ice packs to maintain the appropriate temperature during transit. In rare cases where ice packs melt due to extended transit times, rest assured that the insulation keeps the contents safe.

Tracking Information

  • Once your order is shipped, you will receive a tracking number via email to monitor the status of your delivery.
  • For international orders, tracking may be limited once the package leaves the country. Please check with your local courier for updates.

Customs, Duties, and Taxes

  1. Custom Fees: Import taxes, duties, and other customs-related fees may apply depending on the laws of the destination country. These fees are not included in the product price or shipping cost and are the sole responsibility of the buyer.
  2. Customs Delays: We are not responsible for delays caused by customs clearance procedures. However, we will provide any necessary documentation to expedite the process.

Shipping Restrictions

  1. P.O. Boxes and APO/FPO Addresses: Please note that we are unable to ship to P.O. Boxes or APO/FPO addresses.
  2. Restricted Items: Certain items may not be eligible for international shipping due to local regulations. Customers will be notified of such restrictions during checkout.

Failed Delivery

  1. If a delivery attempt fails due to an incorrect address provided by the buyer, refusal to accept the package, or failure to collect the package from a designated pickup point, the buyer will be responsible for any additional shipping costs incurred.
  2. Unclaimed packages returned to us will be eligible for a refund minus the original shipping cost.

Lost or Damaged Shipments

  1. Lost Shipments: If your package is lost in transit, please contact us within 30 days of the expected delivery date. We will initiate an investigation with the carrier and work to resolve the issue promptly.
  2. Damaged Shipments: If your package arrives damaged, please email us at info@lushfills.com within 7 days of delivery, including photos of the damaged packaging and products for review.

Climate-Sensitive Products

For products requiring refrigeration or climate control:

  1. We pack such products with temperature-controlled packaging, including ice packs, to maintain their integrity.
  2. During summer months or extended transit times, ice packs may melt, but the product’s safety is generally preserved. We recommend storing the product as instructed upon receipt.

Returns Due to Non-Delivery

If a package is returned to us due to non-delivery (e.g., customs issues, incorrect address, or failure to pick up the package), we will notify the buyer. The following options are available:

  1. Reshipping: The buyer is responsible for covering the reshipping costs.
  2. Store Credit: A refund in the form of store credit will be issued minus the original shipping cost.

Customer Responsibilities

  • Ensure that the shipping address provided is accurate and complete.
  • Monitor tracking updates and coordinate with the carrier for timely receipt of the package.
  • Contact your local customs office for any additional documentation or fees required to release the shipment.

Contact Information

For any questions or concerns about our shipping policy, please contact us at:

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