Customer Service Policy

Lushusadeals Customer Service Policy

At Lushusadeals (lushusadeals.com), the inventors of the bath bomb and the home of bath art, our commitment to you doesn’t end when you place an order. We believe exceptional customer service is as essential as the quality of our products—every interaction is an opportunity to ensure your bath time journey is joyful, seamless, and stress-free. This Customer Service Policy outlines our core principles, how we assist you, and what you can expect from our team.

1. Our Customer Service Mission & Core Principles

We built our customer service around three non-negotiable principles, designed to put your needs first:

1.1 Empathy & Understanding

We listen to your concerns, questions, and feedback with genuine care. Whether you’re excited to share your favorite bath bomb moment or frustrated by a shipping delay, our team treats every interaction with patience and respect—we’re here to see things from your perspective.

1.2 Transparency & Clarity

We communicate openly and honestly. No jargon, no vague answers—we’ll explain our policies, processes, and resolutions in simple terms, so you always know what to expect and why we’re taking a specific action.

1.3 Speed & Resolution

We understand your time matters. Our goal is to respond quickly and resolve issues on the first contact whenever possible. If we need additional time to investigate, we’ll keep you updated at every step.

2. How We Assist You: Common Customer Service Topics

Our team is trained to help with a wide range of needs, from product questions to order issues. Here are the most common ways we support you:
  • Product Inquiries: Details about ingredients, scent profiles, usage tips, safety information, and product availability.
  • Order Support: Tracking updates, order status, payment issues, and invoice requests.
  • Shipping & Delivery Help: Address changes, delayed packages, lost or damaged shipments, and shipping policy clarifications.
  • Returns & Refunds: Return Authorization (RA) requests, refund status, eligibility questions, and exchange assistance.
  • Account Support: Creating or accessing your account, updating personal information, resetting passwords, and managing communication preferences.
  • Feedback & Concerns: Sharing product feedback, reporting issues with our website, or expressing concerns about your experience—we take every comment seriously.

3. Contact Channels & Response Times

We offer multiple ways to reach us, so you can choose the method that fits your schedule and needs. Our team is available Monday through Friday, 9:00 AM to 5:00 PM ET (excluding major holidays).

3.1 Email Support (Preferred for Detailed Inquiries)

For most questions—especially those requiring order details or documentation—email is the best way to connect. We assign a dedicated team member to each inquiry to ensure consistency.
  • General Inquiries: service@lushusadeals.com (order support, shipping, account help)
  • Product Questions: products@lushusadeals.com (ingredients, usage, availability)
  • Returns & Refunds: returns@lushusadeals.com (RA requests, refund status)
  • Response Time: 24 business hours or less. For urgent issues (e.g., a lost package before a holiday), we prioritize your email and aim to respond within 4 hours.
  • Pro Tip: Include your order number (if applicable) and a clear description of your needs to help us resolve your issue faster.

3.2 Social Media (For Quick Updates & Casual Questions)

Connect with us on social media for fast, friendly support—great for quick questions or sharing your bath art photos!
  • Instagram: @Lushusadeals (Direct Messages) – Response time: 1–3 business hours.
  • Facebook: /LushusadealsOfficial (Direct Messages) – Response time: 1–3 business hours.
  • Note: For complex issues (e.g., refund disputes), we’ll guide you to email so we can gather necessary details and provide a thorough resolution.

3.3 Mailing Address (For Formal Correspondence)

For physical returns (with an RA number) or formal inquiries, send mail to:
Lushusadeals Customer Service 312 South University Street Murfreesboro, Tennessee 37130 United States
Response Time: 5–7 business days (includes time for delivery and processing).

4. How We Resolve Issues: Our Process

We follow a structured, customer-centric process to ensure every issue is resolved fairly and efficiently:

Step 1: Listen & Gather Details

Our team first listens to or reads your inquiry carefully, then asks clarifying questions if needed. We want to make sure we fully understand your concern before taking action.

Step 2: Investigate & Review

We pull relevant information (e.g., order history, shipping tracking, product details) to assess the situation. For issues like damaged products, we may request photos to help with our investigation (and we keep these secure per our Privacy Policy).

Step 3: Propose a Resolution

We offer a clear, fair resolution tailored to your issue. Examples include:
  • A full or partial refund for defective products or shipping errors.
  • A free replacement for lost or damaged items.
  • A discount code for your next order to make up for a delayed shipment.
  • Step-by-step guidance to fix account or website issues.

Step 4: Follow Through & Confirm

We take action on the resolution immediately (e.g., processing a refund, shipping a replacement) and send you confirmation. We also follow up within 3–5 days to ensure the resolution worked for you and that you’re satisfied.

Step 5: Learn & Improve

We document every issue and resolution to identify trends and improve our processes. Your feedback helps us make Lushusadeals better—whether that means adjusting our shipping packaging or updating our product descriptions.

5. Special Considerations: Accessibility & Inclusivity

We strive to make our customer service accessible to everyone. If you have accessibility needs (e.g., requiring information in large print, braille, or a specific format), please let us know at service@lushusadeals.com. We’ll work with you to ensure our support meets your requirements.

6. Feedback: Help Us Grow

Your opinion matters. After resolving your issue, we may send a short survey to ask about your experience with our customer service. We read every response and use your feedback to train our team, update our policies, and enhance our support channels.
You can also share feedback anytime by emailing feedback@lushusadeals.com or tagging us on social media with #LushuService. We love hearing what we’re doing right—and where we can improve.
At Lushusadeals, you’re more than a customer—you’re part of our bath art community. We’re here to make sure every interaction with our team is as warm and welcoming as a relaxing bath with your favorite Lushusadeals bomb. Thank you for trusting us with your needs.