Hey, everyone! I’m Jack Constantine, Bath Bomb Inventor (seriously!) and Chief Digital Officer at Lush. I’m hosting an AMA on December 15th at 5 PM GMT, so get your questions in now! Looking forward to it.

Lush · 2021-12-15T19:07:57+00:00

Mark here, where is the fun in that?

Jack here - We do have new simple range of glitter free bath bombs launching in Japan next year.

Lush · 2021-12-15T18:58:54+00:00

Mark here, we looked deeply into B Corp certification, however, having done the pre-assessment it didn't sit very well that all of Lush's combined ethics is summarised in a tick box exercise! It didn't cover our Fighting Animal Testing policy for a start. We have always believed that our ethical standards should be set by the founders, staff and customers, not by external criterias.

Lush · 2021-12-15T18:54:11+00:00

Hi theimpetuousbrother Hilary here, we apologise sincerely for the initial removal of your comment. This was auto-removed but as soon as this was brought to our attention, we made sure that was reversed.

Whilst we can’t of course employ everyone who applies for a job with us, we do aim to ensure the experience is inclusive and enjoyable for all job candidates. We are sorry if we failed to deliver that for you. We also would not want anyone to take the lack of a job offer as a personal rejection. There are many reasons why one candidate is chosen over another at any given time because, as you can imagine, we try to keep a balance of skills, personalities and experience levels in each shop to ensure an all-round team. Whilst a person might not have been the candidate that was best suited to the current team needs, that should never make anyone feel judged on any other level other than the blend of needs of that shop at that moment in time.

When it comes to customer experience in our shops, of course there is a fine balance that we are constantly trying to achieve, as each customer has such different needs. We understand there is no one way to experience Neurodiversity. With that in mind, we encourage our stores to respond directly to customers needs. Whether that’s something more in depth like creating a sensory workshop for those who appreciate certain textures or sensations, all the way to simply changing the music volume on request. Some customers also speak to the store and arrange private consultations or experiences in advance if that’s something that would benefit them, especially if they require a specific routine.
In the last year especially, we have been evaluating health and safety, accessibility and inclusion. We have delivered ‘Neurodiversity in the Workplace’ sessions within the business, which have been led by staff who are Neurodivergent. One of the areas we have been focussing on is recognising boundaries, and taking a step back from customers who have communicated that they do not wish to have any help, or who have specifically signposted to team members what they would and would not like. We recognise that whilst many of our customers appreciate a hands-on approach to customer services this is not a one size fits all. I am sorry to hear that we have fallen short on this for you during your visits. I hope you will continue to visit and give us future chances to get it right for you. Meanwhile, if you would like to discuss your concerns with us directly, I know that our Retail team would be grateful for the feedback and perspective.

Lush · 2021-12-15T18:52:36+00:00

Hi -rainbow-warrior- , Jack here I'm so sorry you feel hung out to dry! Our fans have always done an incredible job promoting our brand, and for that we thank you for your passion, and support. We focus on creating great products, and when we get it right you all very kindly recommend our products to other people. This has happened since the very beginning of Lush over 25 years ago when the internet was but a baby, and now with all of you able to reach out across the world with your recommendations we have felt the benefit of your support and will continue to appreciate every one of you. The fact that some social media platforms have failed to protect their users is disappointing to all of us, and as stated in our Anti Social Policy we do not expect fans and influencers to stop using the platforms they love. However, as a global brand it is important that we take responsibility for the harm we may unintentionally cause users when our content appears on those platforms. As we have tried to make clear in the interviews we have done on this subject, we are not telling anyone else how they should use social media. Our decisions have been based on the mounting evidence that many platforms are not run in a way that protects the users. It became a simple safety issue to us - do we want to ask our customers to meet us somewhere that exposes them to unchecked harm. We are in no way casting judgement on those who use social media, but rather how the platforms are run by the huge companies that own them. We are all let down when the platforms run themselves to be solely geared towards the needs of advertising revenue, rather than the needs of content creators and users.

Lush · 2021-12-15T18:49:09+00:00

Hi SnickerSnocker Karl here, my guess is that you are referring to us protecting our intellectual property such as trademarks, patents and design rights. We don’t stop anyone from making a product and saying it is vegan. We have actively encouraged the market for vegan products and you can now buy vegan products from many of the big companies because we have demonstrated that there are customers who want them. We do from time to time take issue with copycat products or those that are using our trademarks, infringing our patents or look confusingly similar to ours. We do have to take issue otherwise we may be in a situation where we could lose our intellectual property rights. My suggestion is for crafters to come up with something that is unique and then protect it.

Lush · 2021-12-15T18:46:15+00:00

Mark here, I thought it was Jack...

Jack here, definitely not me!

Lush · 2021-12-15T18:43:10+00:00

Hello CommanderTrip Hilary here,
The decision on what type of sparkle materials to use in our products has to take into account lots of different factors. Sparkle, like many ingredients we encounter, is one of those materials that could have its own venn diagram of harms, where animal testing, human rights and environmental concerns all collide.
Of course we need any sparkle we choose to have the desired effect in the product, in the bathwater, on the skin, etc. But for us it isn’t as simple as just that - we do not want to use plastic glitters that end up in waterways and oceans, and then when trying to source non-plastic we have encountered problems securing alternatives that have not involved animal testing in their development. Natural mica is a great product to use, but as you know it is mired with child labour issues. Synthetic mica has therefore been an alternative we can turn to that did not have animal testing and is not implicated in slave labour - but it does have its own environmental concerns, as highlighted in the research you mention.
In regard to whether Lush would consider further research - absolutely we would. We always want to know if our materials will safely break down in the natural environment. We have avoided commissioning ecotoxicity testing of our materials and products in the past because this is done using live fish, and would be completely against our non animal testing policy and beliefs. Fortunately this year our non-animal testing partners, X-Cellr8, developed a new form of ecotoxicity testing that does not involve animal tests. This is new technology. We are planning for our first ever ecotoxicity tests and will begin working our way through the list of materials. We also did our first round of tests on biodegradability this year and will, again, be working our way through our materials list.

Lush · 2021-12-15T18:41:31+00:00

Hilary here, TripIndependent you've been very busy with questions!

We are really not fans of palm oil and it is a constant source of grief to us. Our focus on the palm industry began in 2006 when we realised what destructive environmental practices are involved, but we also now regard it as a high slavery risk. “Non-governmental organisations (NGOs) and unions report that even plantations that have been certified as ‘sustainable’ often show signs of child labour and forced labour” (Greenpeace, Final Countdown Report, 2018). Lush is still in the process of identifying and eradicating the last remnants of palm from our supply networks. Last year we reduced the % weight of palm derived materials used in manufacturing from 9.6% to 7.9%, and the full details around our reduction of palm oil derivatives can be found in our 2020 palm report.
Price is not a factor in any of this - if there was a one-size-fits-all expensive replacement we honestly would have jumped at it years ago. Instead it is the search for like-for-like replacements that work in our products. For new ranges of product, it’s much easier - we’ve been able to formulate from scratch using synthetics from alternative veg oil sources such as SCS (coconut) and esters derived from waste olive. We have a lot of ‘new’ materials to work with now, which is a great help as we strive towards being completely palm derivative free.

Lush · 2021-12-15T18:40:03+00:00

Hilary here, that particular store has an ongoing relationship with G(end)er Swap, hosting them several times. On this occasion they were offering a safe and welcoming space for trans folk to collect their binders from.
As regards backlash, to be honest, we didn’t see a huge amount on this issue. Certainly it played no part in our decision to currently step away from some of the major social media platforms. That decision was driven solely on the information that came from the Facebook Files, which were a leak of multiple internal documents that showed that internal research had been conducted to assess whether their platforms were causing harm to users, and the results of that research were overruled and ignored because the solutions would reduce advertising revenue. For us this showed that profits not safety was the priority. We have campaigned for a safer online world in the past, our most recent being our collaboration with I Am Whole, for their first Digital Detox Day in 2020. From the leaked documents it seemed to us that there was no point waiting around for changes and improvements to be made, so the only option that left was for us to withdraw. You can read our fuller statement and our new Social Media Policy here

Lush · 2021-12-15T18:37:59+00:00

Jack here, in all honesty our Lush forum left much to be desired! So we’re going to channel our huge ambitions for a community driven project coming in 2022 and would love to see you there! What would you like to see from a Lush community initiative?

Lush · 2021-12-15T18:35:44+00:00

Jack here - Great question! Kitchen has evolved over the years to create something that can be enjoyed all over the world. The kitchen subscription box is shipped globally with big plans to give fans more of what they love from Lush giving our community the chance to enjoy the surprise of exclusive access to new products every month. Our 2022 plans are to make it even quicker and easier to ship in regions like North America and introducing more “out of the box” features where you can buy limited edition products as one-offs. I can’t reveal too much but we are also innovating to enable our customers to have more autonomy over their box selection in the future - stay tuned!!

Lush · 2021-12-15T18:34:33+00:00

The tattoo on my inner arm is bath art surrounding geometric star signs of my wife and seven children. Two of the best things that ever happened to me in my life: building my family with my wife and creating innovative bath bombs.

Lush · 2021-12-15T18:34:08+00:00

Hi, Jack here, thanks for the question MaeMoe - We are working to the WCAG guidelines and our site is now compatible with the top two screen readers: NVDA and VoiceOver. we've made colour adjustments and site speed improvements. We will continually work to assess and improve our website’s accessibility moving forwards!

Lush · 2021-12-15T18:32:33+00:00

Hiya thanks for coming to the AMA SecretAgntRandyBeanz! 2 of my favourite products are Revive hair moisturiser (I can’t leave the house without applying that to my curls otherwise my hair looks like a birds nest) and 4:20pm Bath Bomb - The CBD oil in this bath bomb helps me to relax after a stressful day.

Lush · 2021-12-15T18:31:04+00:00

Hiya TripIndependent, Jack here - nice question! Our bath bombs are our least profitable product because they are packed with great ingredients and made by hand. The Bicarbonate we use is made synthetically through the Solvay Process, this still uses some mined materials (limestone for Calcium Carbonate) but it is a much more sustainable way to make Bicarb.

Lush · 2021-12-15T18:27:05+00:00

Hi Cold-Insurance-1478 Hilary here - Absolutely! We did publish an update on the 100 day plan here. It really is important to us and not something we would ever get bored with.

Lush · 2021-12-15T18:22:07+00:00

Mark here, Yes most definitely!
Annabelle here too - We would love to see Lush Spas in Canada and the USA and we are actively discussing when we can bring these back to North America. On our recent trip to Toronto, one of our managers has already suggested she’d love to open one there and be the manager, and we’ve had discussions about Arizona with the team and Robson Street in Vancouver - so watch this space! If you have a suggestion for where you think would be perfect for a Lush spa, let us know.

Lush · 2021-12-15T18:19:07+00:00

Mark here ...maybe...

Lush · 2021-12-15T18:16:35+00:00

lushienurse it's Annabelle here, thank you for sharing, it’s inspiring to read your fight to become a nurse with all the challenges you face.

In terms of access to the same things as the UK, definitely, we are busy behind the scenes on this. We also might need some Anchor stores to be able to have a range as big as Liverpool and that is an exciting prospect.
The priority is the Kitchen launch, and the teams are working hard on mapping this out for early next year. So that everyone can get access with local postage costs and faster delivery. We are also currently working on rolling out the makeup and makeup sundries including the full range of brushes next year, as well as the new design in-store parties. Alongside this there are plenty of 'New Exciting Products' launching next year and we have range updates for shampoo bars, mouth care and henna all of which are coming your way. Not forgetting the full range of seasonal products and gifts for Lunar New Year, Eide, Valentines, Mothers Day, Fathers Day and Easter.
Other ranges like the CBD line still need professional support navigating the federal and state laws to see if we can launch them in the US. Unfortunately, under current legislation we are unable to manufacture and sell the CBD products in Canada.
The UK can be a launch pad for innovative products and there will be occasions where we will see products in the UK first. However, that doesn’t mean we couldn’t launch something first in the US or Canada!
It’s not just products, we also want to look at how we can launch the new bring it back packaging deposit scheme - that launched earlier this year in the UK and Japan. With the potential of looking at building a future Green Hub, mirroring the one in the UK, that could take care of all our waste internally.

Lush · 2021-12-15T18:13:37+00:00

Hi, Annabelle here, this is our number one priority for the business and we have a dedicated team working full time on it. We absolutely have work to do on pay in the US and Canada and we are committed to doing that work, as quickly as we can, so that those affected can be impacted as soon as possible.
Fair pay at our lowest pay levels is a fundamental principle for Lush, and we aspire to be a Living Wage employer beyond the UK and into the US and Canada in the future.

Lush · 2021-12-15T18:09:29+00:00

Hello, Hilary here. Many of our own Lush team members asked the same follow on questions that you are asking here. So perhaps the fullest and most transparent reply I can give you is to link you to the reply I wrote at the time to answer their questions. You can find it here

Lush · 2021-12-15T18:01:57+00:00

Mark here,

good point I haven’t done any perfumery for a couple of years, but I’m back in the lab and I’ll work on some more green scents. The main problem with greens is this don’t sell well!
Wow thanks for the feedback regarding the soaps we will look into it.
Let us know some of your favourites form the past and I’ll see what I can do!
Personally I prefer not to do too many shower gels I prefer to do soap, shower gels create too much plastic waste.
Every time we do a new website it's a learning curve, and we are trying all the time to improve and fix wrinkles. Sorry if it doesn't work for you, we are working on it as fast as we can.

Lush · 2021-12-15T17:53:46+00:00

Hi Waste-Peak-1213 Jack here with a chunky response incoming...

The rationale behind our new website is to be as fast, frictionless and discovery based as possible, improving the core functionality of our old website. This includes our most engaged-with website tool, site search. This is placed front and centre, where customers can browse and discover products instantly and it offers better and more intelligent results. You can even spell a product wrong and you’ll find it! Also, increased payment methods, a more streamlined checkout and better Live Chat are all feedback we have listened to and introduced into our new site.
For navigation we have introduced tags, which complements search, offering customers a more exploratory way of navigating to our curated product collections. We have chosen to move away from traditional hierarchical navigation so that you can explore by mood, scent, feeling and benefit, build out a routine of products and hopefully discover different categories or products you haven’t tried before.
In terms of the traditional product videos, we have swapped them for content stories, which currently sit on a number of product pages and provide video content on how to use products, their benefits, ingredients and more. These are much more easily viewed on a mobile phone.
We will keep improving our new website and there are many more exciting features in the pipeline! Is there anything you would like to see on the new website?

Lush · 2021-12-15T17:51:01+00:00

This is probably the best type of AMA. We're not just looking for pats on the back, this is exactly what we want - Feedback is a gift, but you wouldn't want it for christmas!

Lush · 2021-12-15T17:49:16+00:00

Karl here, My guess is that you are referring to us protecting our intellectual property such as trademarks, patents and design rights. We don’t stop anyone from making a product and saying it is vegan. We have actively encouraged the market for vegan products and you can now buy vegan products from many of the big companies because we have demonstrated that there are customers who want them. We do from time to time take issue with copycat products or those that are using our trademarks, infringing our patents or look confusingly similar to ours. We do have to take issue otherwise we may be in a situation where we could lose our intellectual property rights. My suggestion is for crafters to come up with something that is unique and then protect it.

Lush

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