Frequently Asked Questions

By email: [email protected]
Response time: 24 to 48h
Via contact form: available at www.lushsphere.eu
For returns, use the return portal from your customer account.

Several resources are available:

• PDF guide included in your kit
• Product FAQ (on each product page)
• On our Inspiration page: tutorials, care tips, lifestyle
• Email support: [email protected]

We generally respond within 24 to 48h.

Once your order has been shipped, you will receive an email with:

• Tracking number
• Real-time tracking link

You can also track your order from your customer account.

We currently deliver to mainland France only (excluding Corsica, Monaco and overseas territories).
Delivery to Corsica, overseas territories and international destinations will be available soon.

If you have not received your order 3 to 5 business days after shipment:
Contact us: [email protected] with your order number.
We will investigate with the carrier and, in the event of confirmed loss, we will arrange a free reshipment or a full refund.

Upon delivery:

• Check the condition of the parcel in the presence of the delivery person
• Refuse the parcel or note written reservations on the delivery slip if damaged

After opening:

• Contact us within 48h: [email protected]
• Attach photos (parcel + product)
• We will send you a replacement or a full refund

More info: Delivery & Returns Policy

Standard Delivery: 3 to 5 business days (free from 45,00 €, otherwise 2,90 €)
Express Delivery: 1 to 2 business days (3,90 €)
Shipped within 24h for any order placed before 2pm Monday to Friday.
Delivery times are given as an indication and may vary depending on delivery conditions (peak periods, weather, etc.).

Contact us within 48h: [email protected]
Please provide:

• Order number
• Description of the issue
• Photos of the product + packaging

Solutions offered:

• Free replacement (return shipping + redelivery at our expense)
• Full refund (product + delivery costs)
• Commercial discount (if minor defect and you wish to keep the product)

Legal guarantees: conformity (2 years) and hidden defects warranty apply.

We do not offer direct exchanges.
If you would like a different product:

• Return your current product (standard return procedure)
• Place a new order for the desired product

You will be refunded based on the condition of the returned product (see Delivery & Returns Policy)

Yes, you have 14 days after receipt to return your product.
Mandatory procedure:

• Initiate your request via the return portal (from your customer account)
• Follow the instructions received by email
• Send the product back to the address provided (NOT to 72 Avenue d’Italie)

Return costs: at your expense (unless the product is defective or the error is on our part)
More info: Delivery & Returns Policy

The refund amount depends on the condition of the returned product:

• Unopened product (intact packaging): 100% + standard delivery costs
• Opened but unused product: 90%
• Used product: 50%
• Incomplete or damaged product: proportional refund

Timeframe: within 14 days after return validation
Method: same payment method as the original order
Full details: Delivery & Returns Policy

Yes, all transactions are encrypted via SSL/TLS protocol.
We do not store any payment data. Payments are handled by PCI-DSS certified providers (Stripe, PayPal, Klarna).
Your information is protected in accordance with international banking standards.
More info: Privacy Policy

Yes, instalment payment is available via:

• PayPal: 4 interest-free instalments
• Klarna: 3 or 4 instalments

Conditions are displayed at checkout based on your basket amount.

• Credit/debit card: Visa, Mastercard, American Express
• PayPal
• Klarna (3 or 4 instalments)

100% secure payment (SSL certificate + encryption).