FAQs
Frequently Asked Questions (FAQ)
Welcome to THE LUSH CLUB Help Centre
Find answers to our most commonly asked questions below. If you still need help, feel free to contact us at thelushclub1@gmail.com — our team will be happy to assist you within 48 hours.
ORDERS
How can I place an order?
Simply browse our collections, add your favourite pieces to your cart, and proceed to checkout. Once your order is placed, you’ll receive an email confirmation.
Can I change or cancel my order?
If you need to make any changes, please contact us within 12 hours of placing your order.
Custom or personalised items cannot be cancelled once production has begun.
Do you offer custom or personalised jewellery?
Yes! We love creating unique, made-to-order pieces. Custom jewellery cannot be returned or exchanged as each item is made specifically for you.
SHIPPING & DELIVERY
Do you ship worldwide?
Unfortunately, we do not currently ship worldwide.
We ship to the following countries:
United Kingdom, United States, Canada, Italy, Netherlands, Ireland, Germany, France, Australia, Finland, and Sweden.
How long does it take to process my order?
All orders are processed the same business day and shipped the following day.
When will my order arrive?
- United Kingdom: Royal Mail Tracked 48 – 1–3 working days
-
International: DPD Local – 2–11 working days
Please note: bank holidays may cause slight delays.
Will I receive tracking information?
Yes! Once your order is shipped, you’ll receive an email with your tracking number and link.
Do I have to pay customs or import fees?
International customers may be required to pay customs duties or import taxes upon delivery. These fees are the responsibility of the customer.
RETURNS & EXCHANGES
What is your return policy?
You have 14 calendar days from the date you receive your order to request a return or exchange.
Returned items must be unused, in their original packaging, and free from visible wear.
Which items are non-returnable?
- Earrings (for hygiene reasons)
- Customised or personalised orders
How do I start a return?
- Email us at [insert your email] with your name, order number, and reason for return.
- Once approved, we’ll provide our return address.
- Please ship the item back to us using tracked and signed delivery.
Who covers return shipping?
The buyer is responsible for return postage costs. We recommend tracked and signed shipping, as THE LUSH CLUB cannot be held responsible for lost parcels.
PRODUCT CARE
How do I care for my jewellery?
To keep your jewellery looking its best:
- Avoid contact with water, perfumes, and lotions.
- Remove jewellery before sleeping, showering, or exercising.
- Wipe gently with a soft cloth after each wear.
- Store in a dry place, preferably in its original pouch or box.
Do your products tarnish?
All jewellery will naturally wear over time, but with proper care, your pieces will remain beautiful for years to come.
OTHER QUESTIONS
Do you offer gift packaging?
Yes! All THE LUSH CLUB orders come beautifully packaged — perfect for gifting.
How can I contact customer service?
You can reach our friendly team by emailing thelushclub1@gmail.com. We aim to respond within 48 hours.
💌 Still Need Help?
If your question isn’t listed here, please get in touch — we’re always happy to help!
📧 Email: thelushclub1@gmail.com
🌐 Website: www.thelushclub.co.uk