Frequently Asked Questions
We’re proudly based in Wellington, New Zealand, where every order is carefully packed and shipped with love.
Please allow 3–5 business days for order processing.
Once shipped:
New Zealand: 2–3 business days
Rural NZ: add 1–2 extra days
International: up to 20 business days (depending on destination and customs)
You’ll receive tracking details via email once your parcel is on its way.
We use New Zealand Post for all deliveries, both domestic and international. All parcels include tracking for peace of mind.
We accept major credit and debit cards, as well as secure online payment options such as Shopify Payments, PayPal, and Apple Pay. All transactions are encrypted and protected.
We accept cancellations within 24 hours of purchase, provided your order hasn’t yet been processed or shipped.
A 10% cancellation fee applies to cover payment provider and handling costs.
If you need to make changes, please email us as soon as possible at hello@lushintimates.co.nz.
As a small boutique, we do not offer refunds for change of mind or sizing issues.
However, eligible items may be returned for a store credit voucher, unless faulty.
Please see our [Returns Policy] for full details.
Due to hygiene regulations, we cannot accept returns or exchanges on:
Underwear
Hosiery & body stockings
Swimwear (if hygiene seal is removed)
Intimate accessories or toys
Mystery boxes & clearance items
Please contact us within 7 days of receiving your order with clear photos and a short description.
We’ll assess the issue and arrange a replacement, repair, or store credit as appropriate.
Our Size Guide on each product page provides detailed measurements to help you choose the perfect fit.
If you’re unsure, send us a quick message — we love helping our customers find their best fit!
Hand-wash gently in cold water with mild detergent, avoid bleach or softeners, and air-dry flat in the shade.
You can find full instructions in our [Care Guide].
Yes! You can add a gift message at checkout. We’ll include a handwritten note and remove price tags from your parcel.
We’d love to hear from you!
📧Contact@lushintimates.co.nz
📍 Wellington, New Zealand
We aim to respond within 1–2 business days.
Yes! We deliver worldwide via New Zealand Post. Please note that customs fees or import duties (if any) are the customer’s responsibility.
Yes — we often share special offers through our email newsletter and social media.
Follow us on Instagram and Facebook to stay updated on new collections and sales. 💖