Frequently asked questions

Gift vouchers are not valid in conjunction with any other voucher code or offer, unless otherwise stated. You can read more about our gift voucher Terms and Conditions here. or check your gift voucher balance here.

If your question is not answered on this page you can contact the support team via the Help button from within the app.

You can delete your Friends of Lush account via the Settings section within your portal.

Click "Edit profile" to access your profile page and then you will be able to update your profile picture and/or display name.

As a Friend of Lush, you have some serious benefits including earning commission on product sales.

You will get your very own personal Affiliate Link once you have competed our onboarding tiers (Ickle Baby Bot and Phoenix Rising). Once you level up to Fizzbanger you can earning commission and gain access to even more rewards.

Commission Payments – what do I need to know? Throughout the program, you'll have chances to earn commissions on eligible* purchases made via your affiliate link.

*Commission is not available to be earnt on Kitchen Box subscriptions, Fresh and Flowers Subscriptions, charity products or spa bookings.

Who is providing the payment service to me? If you participate in affiliate link driven tasks, and secure purchases made via your affiliate link, LUSH agrees to give you the commission percentage as set out in the Friends of LUSH programme.

Duel is providing the payment service to you that enables you to receive the commission earnt through your participation in the Friends of LUSH programme.

Please make sure you read Duel’s policies below before agreeing to participate in the affiliate tasks under the Friends of LUSH programme:

• Duel Platform Terms of Use and Payment Service Terms to understand how the Duel payment services work and the applicable terms and conditions.

• Duel Privacy Policy to understand how Duel will handle your personal data for making the commission payments to you.

How can I see how much commission I’ve racked up? 🌟 Check out your commission on the Friends of LUSH homepage! Just a heads-up: this amount might fluctuate a bit if there are refunded or cancelled orders!

When’s the commission payday? 🎉 You’ll get your commission paid out 45 days after the eligible transaction has been processed (this is allow time for returns to be accounted for). This will be paid by Duel straight to your PayPal account.

We’ll use the email address you signed up with to send the funds. No PayPal account linked to that email? No worries! You can easily add an extra email to your current PayPal account or set up a new one to get your commission.

If you'd prefer to match your Friends of LUSH email with your existing PayPal account, just head to the Settings in your Friends of LUSH account and make the switch!

What happens if I leave the Friends of LUSH programme before my last commission payment? We will be sad to see you go! Your last commission payment will be paid out in line with the usual payment timeframe.

If you choose to leave the Friends of LUSH programme before your last commission payment has been paid out, you will no longer have access to your Friends of LUSH dashboard - but you will still receive your payment like normal through your PayPal account. You will receive an email before the payment is made letting you know it is coming.

Who do I contact if I have any questions about commission? Please contact our lovely Friends of LUSH team at [email protected] who will be happy to help!

Do I have to participate in affiliate tasks to be a part of the Friends of LUSH programme? No! If you do not wish to participate in the affiliate tasks in Friends of LUSH, you are still able to participate in the other non-affiliate Friends of LUSH programme tasks!

When will you receive your Affiliate Link? Once you make it past our Onboarding stages you will receive your own unique affiliate link. Purchases made through your affiliate link will earn you commission based on the tier you're in.

How can i keep track of my commission? You can keep track of your commission within your portal homepage (under the Referrals & Affiliates module), but this number may change from time to time, in order to account for cancelled and partially refunded orders. Also, you will not earn commission on orders you place yourself through your affiliate link.

How is commission paid out? Commission is paid out via a PayPal link sent by email. The Payee may show 'Duel Holdings Ltd', this is the company we use to make payments. If you do not have a PayPal linked to your login email, you can easily redeem your commission by creating a PayPal account when you receive the payment link. Alternatively, you can update your email address within the portal by clicking Settings > Security and Login:

You can read about this further within Duel's Platform Terms of Use and Payment Service Terms. Feel free to get in touch with us at [email protected] with any questions you may have!

Moderation usually takes 24 hours but can in some situations take up to 72 hours. There may be slightly longer wait times over weekends and during national holidays.

At the bottom of the Challenges page, you can view the Challenges you have already completed.

This means that your Challenge was rejected.

This means that this is a repeatable Challenge. You will be able to complete this same Challenge more than once. The amount of times you can complete a specific Challenge may vary (for example once per week), and this information will be in the Challenge.

There are a few reasons as to why one of your Challenges may be rejected. Challenges will be rejected if:

• You used the same photo as evidence on multiple Challenges. All Challenges must be accompanied by a new and different photo.

• The photo uploaded is poor quality.

• The screenshot uploaded does not show significant evidence of the Challenge being completed, due to how it was cropped or how it was taken.

• Required hashtags or tags are missing.

• The content of the photo or evidence uploaded is incorrect.

There will be a set number of times that a repeatable Challenge can be completed. You will be able to find this information within the Challenge.

After submitting an Instagram Post Challenge, it will automatically move to the 'Awaiting Approval' stage. Please wait for up to 5 minutes.

If you receive a notification in the notification tab confirming successful completion, your task submission was successful. However, if the notification indicates rejection due to missing hashtags and/or mentions, ensure that you include the requested mention and all specified hashtags before resubmitting.

From the main menu click Benefits to view your Benefits. You can also see the Benefits you have received from leveling up!

If you were ever considering creating a profile on a new social platform, now feels like the right time! As many Challenges are based around certain social media accounts, it does require you to have that form of social media in order to participate.

Hashtags are not case-sensitive but they do need to be spelt correctly for us to identify your social media posts.

We recommend using the Copy button provided with task instructions to ensure hashtags are formatted and spelt correctly.

There are a few reasons why your Instagram post may say it cannot be recognised:

• Please ensure that your account is set to public. Since our platform automatically scans and retrieves information from Instagram, we ask that you please change your account settings to public for the posting of the photo. After submission and the task has been approved, you can change your account back to private and you will retain your points.

• Double-check that if the task is asking for multiple hashtags, that they are all included in the post. Hashtags must be included in the post caption, rather than the comments section, in order for the post to be recognised.

• Please make sure that the post you are submitting for the task as evidence is a new post (within the last 10 on your grid) as the system may not pick it up if it is too old.