What happens after you order

When it ships

Made to order, then out the door

Every bottle is blended, poured and labelled here rather than pulled off a shelf, so orders leave in 2–4 business days. During a market week it's usually the faster end of that. If something in your order needs a fresh batch we'll email you the same day rather than leave you wondering.

Rates & carriers

Flat rates, bought at the counter price

We buy our labels through Pirate Ship, which gets us the same commercial USPS and UPS rates the big shops pay. Our flat rates are set to cover postage and packaging, not to pad the order.

Standard shipping is free on orders over $75.00, and on subscription refills of 2 bottles or more.

We ship within the United States. If you're outside the US and want something, email us before ordering and we'll price the postage honestly before you commit.

Pop-up event pickup

Collect free, when we have a date

We don't keep a fixed market day. We appear at rotating markets, malls and pop-up events around South Florida, and free pickup may be offered for selected events. When it is available, the event name and pickup date appear as an option during checkout — so you can only choose it when there is somewhere real to collect from.

Choose it and you pay nothing for shipping. We set your order aside with your name on it and hold it until the end of the event, then get in touch before anything goes back into stock. Our confirmed dates are on the pop-ups & events page.

Tracking

You'll get the number

Tracking is emailed the moment the label is made, which is usually a few hours before the parcel is actually collected — so don't worry if it sits at "label created" for a bit. Glass is wrapped and boxed; we don't ship bottles in a soft mailer.

Lost or damaged

Broken glass or a missing parcel

If a bottle arrives cracked or leaking, send us a photo of the bottle and the box within 7 days of delivery and we'll replace it free — no need to return the broken one. If tracking stops moving for 7 days, or says delivered and nothing arrived, email us and we'll chase the carrier and make it right. Damage in transit is our problem to solve, not yours.

Returns window

One week, and hygiene has the final say

Unopened and unused: return anything with its seal intact within 7 days of delivery for a full refund of the product price.

Opened: these are oils for lips, lashes and skin, so once a bottle has been used we can't resell it or pass it to anyone else. What we can do is make it right: if a product doesn't work for you, tell us within 7 days and we'll offer store credit or a swap for something that suits you better. We'd rather find you the right bottle than take your money for the wrong one.

Not returnable: anything past 7 days, anything obviously used up, and event-pickup orders already collected and opened.

Starting a return

One email, no forms

Email hello@lushluminouswellness.com with the name on the order, what you'd like to send back, and a sentence about why — that last part is how we improve the blends. We'll reply within two business days with the return address.

Return postage is on you for a change of mind, and on us whenever the fault is ours: wrong item, damaged in transit, or something that arrived not as described. Pack the glass with something soft; a bottle that breaks on the way back can't be refunded.

Refunds

Back the way it came

Once your return arrives and we've checked the seal, refunds go to the original payment method within 5–10 business days — most banks post it faster than that. We refund the product price; original shipping is refunded only when the return was our fault. You'll get an email when it's processed, and we'll tell you the amount rather than leave you to work it out.

Exchanges

Wrong scent, right product

Picking a scent from a screen is hard, which is why we like meeting people at our pop-ups. If you ordered Timber and wanted Glacial, email us — for an unopened bottle inside 7 days we'll swap it and only ask for the return postage. Opened bottles fall under the store-credit route above.

Cancelling an order

Before it's poured

Email us as soon as you know. If your order hasn't been poured and labelled yet we'll cancel and refund it in full, same day. Once it's boxed and a label is bought, it's easier to let it travel and use the returns route above.

Nothing here takes away rights you have under US consumer law or your state's rules — it sits alongside them.