FAQ'S

Are the products you sell authentic?

Yes. We guarantee the authenticity of the products on our website. We are a legitimate online reseller and we have a personal shopping service where we source products from retailers and wholesalers both in the United States and Europe. Upon request, we can provide proof of purchase or gift receipts to ensure the authenticity of the products you’re buying.

Is it safe to shop on the Lush Agent website?

Yes. Our website is hosted by one of the largest and most secure e-commerce platforms that is based in the United States. To ensure your security when online shopping, please checkout only via our accepted forms of payment: Paypal and Gcash. For your safety, please do not share your email and password with anyone. We only ask for your email upon signing up for our newsletters and when purchasing with us.

How can I reach a customer service representative?

You may send us a message via the Contact Us page on our website. Also, you may email us directly at hello@thelushagent.com or speak to one of our representatives via Facebook messenger.

What is your return policy?

We're bummed things didn't work out for you, but here's the good news: For items available on hand, you've have 5 days to send an item back to us from the day you receive it. Tags and original packaging must be intact in order to honor the return and get a refund. Please note, luxury items that were pre-ordered via our personal shopping service are not eligible for returns under any circumstances.

How do we get our refunds?

Refunds will be issued via the same payment method you used for buying the item.

Can we replace our purchase with another item?

Unfortunately, we currently do not allow exchanges unless you have received a wrong or defective item. If this happens, please contact us at hello@thelushagent.com as soon as possible. Keep in mind we will not honor any returns or exchanges more than 5 days of receiving your item.

What forms of payment do you accept?

We currently only accept Paypal and Gcash.

What shipping companies do you use?

We may use any of the following couriers: Fedex, LBC, DHL, Lalamove and J&T.

When can I expect my order?

We will send you a confirmation email with your expected delivery times as soon as you place the order. You may also chat with us to follow up on your order using your order number found in the email. Items that are on hand can take anywhere from 2-7 days for delivery. Items that are pre-ordered may take anywhere from 5-14 days.

Can I change my delivery details?

You can change delivery details only if we have not shipped your items. Please keep in mind we typically ship items that are available on hand the following business day after your order is placed. For pre-ordered items, please contact us via chat to see if we can still change your delivery details.

Can I request expedited shipping?

Certain items can be expedited upon request and with additional cost. Please contact us via chat before placing the order to check if this is available for your item.

Do you accept installment payments?

Yes! We do offer a ZERO INTEREST layaway for items over $20,000. Our layaway terms are as follows:

- You will have 3 months to pay for your item

- Your payments will be split 4 times.

- We will require a 25% deposit upon ordering.

- Another 25% on each succeeding month.

- All items must be paid before we ship the item to you.

***This is only available for products that are available on our website for immediate purchase. Pre-ordered items have a different payment scheme. Please contact us for more details.