FAQ

Questions? We are here to help.

How Much Is Shipping?

Hong Kong

Orders above HK$500   FREE Delivery!
All other Orders  HK$90

 

How Long Does Shipping Take?

We dispatch orders Mon-Fri, excluding public holidays. Deliveries to Hong Kong takes [6-10 working days].

Where Do You Deliver To?

We currently deliver to throughout Hong Kong.

Who Do You Use For Delivery?

We use a selection of couriers to fulfill your orders varies depending on delivery location/timing.

What if I need to change my shipping address?

Please call or email us asap. We will endeavour to amend your details if the order has not left the warehouse – If the order is already in transit, additional charges may apply.

I Was Not In When You Tried To Deliver

In the event when a delivery was attempted and no one was home, our couriers will reattempt delivery, typically the next working day. 

What Payment Options Are Available?

We accept payment via either Paypal or Credit Card. Your preferred payment option can be selected upon checkout. If you have chosen the wrong payment option on checkout, do contact us and we will be happy to make any amendments for you.

Whats Your Return Policy?

We hope you never have the need to return a product to us. Yet should this be the case then we want to ensure that the process is as simple and hassle free as possible.

Please check that you have received the right items before opening the product package. 

Generally, we are not able to accept returns/exchanges for opened packages unless its a quality issue. Please note that we can only refund the postage costs for returning an item where we sent you the wrong item or the item is faulty.

Can I change my mind and return a product?

You may return an unopened product or exchange it for a different flavour/product. The conditions are that you pay for the cost of the collection and the cost of the redelivery (if required).

To receive a refund or a replacement, the item needs to be in the same condition you received it and within 14 days from the day on which you received the item. Again, please note that we are not able to accept opened packages. 

Please contact us at: hello@lushprotein.com, we will assist and provide you with further instructions on how to send the product back to us.

I have received a faulty / damaged product

We always take great care in how we produce your order, but we understand that problems can occur. 

If you ever have a concern about any of our products, contact us and we will arrange a replacement or refund for you. 

Please do remember to contact us within 48 hours of receiving the damaged product to avoid any delays as we may need to lodge a claim with our insurers. We will always try our best but we cannot guarantee any refunds/exchanges if any incident has been reported after 48 hours.

There are missing / Incorrect items in my order!

Please contact us for further assistance

There is an extra item in my order

Firstly thanks for your honesty in letting us know – Your honesty will not go unnoticed!

Please contact us and we will arrange to collect the item at your convenience.

Still have a question?

Please contact us for more information.

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