Warning: Undefined array key "title" in /home/storm/sites/weare-lush-com/public/wp-content/mu-plugins/weareblocks/render_functions/furtherreading.php on line 22
COVID-19: Lush Updates

Hello, this is the central place for Lush information about the Coronavirus crisis

COVID-19 Latest Updates

With COVID-19 being such a huge concern across the globe, we are monitoring events, taking expert advice and keeping up to date with Government and Health Authorities advice.

There can be no one central set of instructions from the company because each country and region is at different stages of the outbreak and each Government has different advice, controls, economic and pay measures in place. So Lush’s reaction to the outbreak needs to take all these local differences into account and as a company we need to comply with local controls.

The central message we can give you is that our total focus is on achieving two main outcomes – to get our staff and our business through this crisis so that both emerge from this fighting fit to face the future.

With this in mind, we urge our staff to follow all advice given to them by their health providers. If you feel ill, or suspect you have symptoms, please contact your local health service immediately. If you have been told to self-isolate, if you have been exposed to someone with the virus, or if you have travelled from an area of high concern – then, before coming in to work, please obtain advice from your local health service, follow that advice and let your Lush manager know.

We will be following the advice we are getting, constantly reviewing the situation and adapting as we go, putting in temporary measures where needed, adapting them and removing them when no longer required.

This page will keep you updated on measures, some of which will be local only, others will be worldwide, but we will publish them all here so that you can see what the response is across the Lush world.

Please check in here regularly in case of updates.

Temporary Measures and Announcements

Today we announce the temporary closure of all our UK&I stores, until further notice, in line with current Government advice, to help prevent the spread of the Coronavirus (COVID-19).

As during the first lockdown, our factory and web order teams will be making and packing products for you, ensuring our website will be available for online orders throughout, with FREE standard delivery within the UK on orders over £45.

We know that relaxing baths have helped many cope through these times of confinement.  So whether you are venturing out for essentials or staying tucked away at home, please each and every one of you stay safe. Rest assured that plenty of soap and a very warm welcome awaits you at our shops when they reopen.

*Here’s the inevitable small print:

FREE standard delivery with spends over £45 at uk.lush.com*  – for a limited time only

UK Standard Delivery (£3.95) – If you select this option, parcels weighing less than 2.5kg will be sent with Royal Mail so keep your eyes peeled for your local postie! For larger orders (over 2.5kg) we will use a courier, which may require a signature upon delivery.

All our couriers are still operational, but are currently reporting slight delays.

Throughout December, in line with Tiers and Government advie, we continue to reopen shops across the Group, including the majority of our UK&I stores. We continue to offer, Call and Collect, online orders and local delivery from some stores.

Thursday 5th November sees the temporary closure of our English stores, in line with Government guidelines to help prevent the spread of the Coronavirus (COVID-19).

It is ironic that a soap shop should shut at the very time when our product is not just wonderful to use, but lifesaving. Our priority during this lockdown is to ensure that we maintain staff and customer safety whilst ensuring everyone can get hold of the items you need to see you through.

As during the first lockdown, our factory and web order teams will be making and packing products for you, ensuring our website will be available for online orders throughout, with FREE standard delivery within the UK on orders over £45.

For those who only wish to quickly grab a few items or couple of bars of soap, your local shop will be doing all it can to provide a service where, if you are out and about doing your food shop, you can place orders for collection at the door – also some of our shops will deliver to your home if you are staying in. We can provide phone consultations for anyone who needs a bit of help selecting the right product, because we still want to ensure you love everything you buy. To find out which of these services your local shop has been able to safely put in place check here

We know that relaxing baths have helped many cope through these times of confinement.  So whether you are venturing out for essentials or staying tucked away at home, please each and every one of you stay safe. Rest assured that plenty of soap and a very warm welcome awaits you at our shops when they reopen.

Our three Welsh shops should be reopening on the 9th of November, Scotland & Northern Ireland remain open at the time of writing, while the Republic of Ireland is offering order and collect services from Cork and Dublin Grafton Street.

*Here’s the inevitable small print:

FREE standard delivery with spends over £45 at uk.lush.com*  – for a limited time only

UK Standard Delivery (£3.95) – If you select this option, parcels weighing less than 2.5kg will be sent with Royal Mail so keep your eyes peeled for your local postie! For larger orders (over 2.5kg) we will use a courier, which may require a signature upon delivery.

All our couriers are still operational, but are currently reporting slight delays.

This week sees the temporary closure of our Welsh and Republic of Ireland stores, in line with Government guidelines to help prevent the spread of the Coronavirus (COVID-19) in those areas.

It is ironic that a soap shop should shut at the very time when our product is not just wonderful to use, but lifesaving. So thankfully our manufacturing and digital fulfilment teams are still working hard to make and dispatch online orders for you, whilst observing all the essential extra hygiene measures these current times require.  We are currently offering FREE standard delivery within the UK on orders over £45 at uk.lush.com.

Please, each and every one of you stay safe. Plenty of soap and a warm welcome awaits you at our shops when they reopen, hopefully throughout November and into December. Until then, with much love from All at Lush.

We can all agree the last few months have been pretty crazy. However, a new normal is emerging and we wanted to share some good news with you!

Over the recent weeks we have listened and carefully considered the Government’s advice daily in all territories in which we operate to understand how we can continue to operate going forward.

We are so excited to share with you that our stores are now open for business and seeing some amazing sales as we welcome back Lush fans around the world. We want to say a massive thank you to all our staff who have helped prepare our stores for re-opening and ensure they are safe for everyone.

Lush is committed to ensuring the health, safety and wellbeing of all our incredible employees, customers and visitors to our premises including our stores, offices and manufacturing warehouses. As part of our re-opening process we have conducted Covid-19 related risk assessments in our stores, offices and manufacturing warehouses and put measures in place to protect our staff and customers and we would like to share our findings with you. We have worked with and listened to our staff who are the best people to understand the risks in the workplace and implemented changes and protective measures that make sure they can work safely.

Risk Assessment Findings:

The results of the risk assessments we have carried out conclude that we are compliant with the Government guidance in the markets in which we operate, and that and that we have put extensive control measures in place to minimise the risk posed by COVID-19 across all areas of our business. We continue to review these measures and inform, instruct and train staff across the Lush business as the Government guidance continues to evolve.

Control measures we have introduced in our stores:

All our stores are observing social distancing guidance and access to our stores has been restricted to reflect this, with some still trading as a kiosk at their entrance. One-way systems are marked out in tape where needed, as well as spaced intervals for queuing outside our High Street stores. We have installed till screens in every store and customers are invited to wash their hands with a slice of one of our luxurious soaps or use hand sanitiser when entering the store. Posters are displayed at the front of each of our stores to guide you through the changes we have made to your shopping experience.

Our staff have been provided with a face covering or visor to wear for their protection and to show solidarity with our customers. A cleaning regime has also been implemented to sanitise any frequently touched areas to ensure hygiene standards are maintained throughout and that our customers can enjoy their Lush experience in a clean and safe environment.

Control measures we have introduced in our offices and manufacturing warehouses:

As Government guidance remains in place, our staff numbers are restricted with many teams still working from home. Members of staff who have returned to our offices and manufacturing warehouses are following social distancing guidelines and workspaces have been marked accordingly to reflect this, except where this is not possible in which case screens have been installed, production methods have been reassessed and visors and masks have been issued.

We have also implemented changes to the working hours of some of our staff to allow for more people to return to work safely, with working areas being cleaned between each shift. Each office has a sign-in system for track and trace purposes, and all staff and visitors must wash their hands or use hand sanitiser when entering a Lush building. Face coverings are provided to staff who need them for public transport and travel packs are being provided to staff who need to travel for their role.

With these measures in place, we trust we are doing all we can to provide a safe working environment and ensure the health and wellbeing of all our staff, visitors and customers.

Ongoing review of the health and safety of our premises:

The risk assessments and guidance will be reviewed and updated as relevant information becomes available, and we will continue to consult with our staff on a regular basis. Our aim is to ensure everybody’s health, safety and wellbeing is protected, and that we continue to identify and minimise risk at the earliest opportunity.

Throughout June and July we continued to reopen shops across the Group, including the majority of our UK&I stores, leaving us with just ​34​ ​of our 444 ​group stores closed ​at​ the end of Ju​ly.

Other retail news includes a trial of pre made samples for ease and hygiene, a brand new Lush Times to celebrate 25 years of Lush, online consultations, call and collect services and the re-opening of our wonderful spas…

Throughout June we opened another 175 shops across the group, including the majority of our UK&I stores, leaving us with just 19 stores closed by the end of the month.

Read more here

We are really pleased to tell you that all of our Group websites and Digital Fulfilment warehouses are now open for business and are seeing some amazing sales as our customers get their Lush fix online. A massive thank you to everyone involved in getting the websites and fulfilment back up and running safely and keeping those products flying out the door to our customers. 

On the 4th May, we launched our Kitchen subscription box, which has seen a huge number of you signing up and excitedly awaiting your boxes. 

Alongside our Kitchen subscription, we’ve also launched three beautiful hand care discovery kits which include some of our favourite products to give hands some extra love and care. What’s even handier is that these come in letterbox size packaging for a fuss-free delivery. 

Furlough update 

The lockdown will continue for the foreseeable future and any changes made by the government will be linked to scientific data.  For now, we are asking you to remain safe at home. We continue to review the situation based on the government’s advice and we will endeavour to bring you back when it is safe to do so and the business is ready.

We hope you are coping with all the extra challenges that lockdown brings. Please remember that Health Assured is there to support you with free, confidential and impartial advice 24 hours a day, everyday. You can find the details on Lush Labs here 

We will update you again soon, so in the meantime take care, stay safe and keep washing your hands.

Now a number of weeks into the Coronavirus pandemic, we are starting to see some of our markets reemerge from lockdown.

In the March Global Pack, we heard Hilary’s thoughts on ‘How do we get out of lockdown?’ which we now understand may be the most difficult part of this process for many businesses.

Read the full report here

Despite the closure of the majority of the UK High Streets, the UK Government has encouraged Online Retail and Manufacturing to continue operating. They have also highlighted the importance of ensuring customers can access the goods they need, which is a vital lifeline for those self-isolating.

You can read the letters from the Government to everyone working in the UK’s manufacturing sector here and to the UK’s retail sector here.

At the start of lockdown we contacted the UK Government to clarify whether our Manufacturing was regarded as something that should remain open, their reply said: “Given the public health advice for individuals to keep washing their hands, we see this as an important industry”. As you can see, they regard the products we make as vital to the public effort to stay clean and safe.

With our UK shops still closed it was even more essential that we reopened our website and welcomed back our customers as soon as we practically could. We’re really excited to announce that we reopened the UK website on the 18th April and shortly afterwards the warehouse and fulfilment teams returned to pick and pack our customers orders. We are also seeing the return of some of our Manufacturing teams to help support digital sales by making lots of lovely products. The same efforts are happening Globally, with most of our websites now back online and fulfilment teams working their socks off to fulfil orders whilst remaining safe.

UK Government guidance

The UK Government has extended the furlough scheme until the end of June 2020.  The furlough is constantly being reviewed by the business, as well as revisions being made by the government. Furloughing is the government’s approach to supporting businesses  “It is designed to help employers whose operations have been severely affected by coronavirus (COVID-19) to retain their employees and protect the UK economy.”  As our business adapts to the current situation each business area is looking at essential work and reviewing what roles are needed at this particular time. For colleagues who are furloughed, we will endeavour to give them adequate notice of an invitation to return to work.

Wellbeing Through this uncertain time, it is really important to take care of your own wellbeing. There is a collection on Lush Labs about Wellbeing with some useful links and articles.

Learning Hub If you are looking for some inspiration or extra learning we have a Lush Learning hub with many varied online sessions.  So far over 1000 people have joined sessions and for any sessions you may have missed they have often been recorded and are accessible through the link above. Please know these sessions are completely optional.

And finally, please remember that although we are all in separate locations and unable to interact in the same way as we are used to, we are all still here for each other. Each and every one of us is experiencing this challenging situation in a unique way, but we are all in this together. If you are struggling with anything, please reach out and don’t struggle on your own. We are positive that this uncertain period will pass so in the meantime, stay safe and well (and home!)

Following a temporary pause on our website, we are now ready and raring to go again, and waiting to take your orders.

We’ve spent the last few weeks reorganising ourselves, getting our ducks in a row and ensuring the safety of all our manufacturing teams, pickers and packers. We believe in happy people making happy soap, so we have taken the following steps, amongst others, to ensure this firmly remains the case:

  • Introduced floor markings throughout our hand making, packing and despatch areas, to make it easier for people to keep a minimum of 2 meters distance between themselves and their colleagues.
  • The space has been redesigned to allow for increased distance between work-stations, in the interest of creating a safer and more comfortable environment for our colleagues to work within.
  • Additional shifts have been put in place to allow for a reduced number of people in a working space at any given time.
  • The same colleagues will be working on the same shifts together, to minimise unnecessary contact with members of different teams.
  • Staggered breaks have been introduced to make rest times safer, easier and more practical.
  • We are also ensuring the provision of safety equipment throughout our manufacturing and fulfilment team.

For more information on shop and website temporary closures and reopening, see here.

With the situation constantly changing, we have decided to temporarily close our UK website. We will keep this decision constantly under review, but for now we are estimating that there will be no orders taken for the next three weeks. We look forward to serving you as soon as we feel able to get our operations up and running again.

For further information on shop and website temporary closures, see here.

How Lush is structured

Lush trades in 48 countries across the world in a variety of ways. Some of those markets are wholly owned by the parent company in the UK, others are run independently by individual business partners who own and run the operation in their country. Each of the countries is individually incorporated in that country and is a separate entity, with their own finances, payroll, tax obligations, etc.

How the structure provides stability

As staff you will know that the stability of Lush over the years has been very much bolstered by this international model. Each country operates independently in its own market, hires locally, bringing local cultural knowledge to the business as well as understanding regional employment and trading laws. This means the business is diverse and nuanced and does not need heavy handed central management structures from a parent company. It has also proved a great model for providing financial stability, because when individual Lush countries have experienced downturns due to natural disasters or economic problems like the financial crash of 2008, we have always managed to help them weather any storms because the stronger Lush markets were able to support the weaker one with cash injections or other help.

The recent economic climate

Over the last couple of years you will know that sales have not been strong in many of our major markets, and the central UK business being hit by not just the general downturn in high street retail, but also the uncertainties of Brexit, etc.  In our last set of filed Statutory Accounts (y/e June 2018) we reported a £4 million loss – not something we are used to, and there has been huge focus on managing internal costs whilst preserving what we hold dear. Senior team bonus schemes have not paid out for more than a year, but we have made sure that bonuses continued for our shop floor and production staff. We also continued with our commitment to pay the Real Living Wage to factory and shop staff in the UK. Another thing we protected during the downturn was our charitable giving, which for the same year was £8 million across the Group.

The current worldwide crisis

And so we arrive at the latest COVID-19 situation, where this global pandemic has hit all of our markets almost simultaneously. Not one of the Lush countries has escaped the effects, which means that we lack our usual ability to help finance flow from the stronger bits of the business to the slower parts.

With regard to closing our shops, each country has had the freedom to react to the situation as it evolves. What stage the spread of the virus is in their country and their government’s strategy and response are things being taken into account and are best judged by those on the ground in that region in order to arrive at the best conclusion for them.

Protecting staff wages

Where shops have shut, the teams have had to use all the tools available to them in order to provide for staff during the closure – using whatever funds were in the business, alongside any help their government may or may not be offering. In some countries we have been lucky that governments know that the retail sector was already at a low ebb and have pledged to help with staff pay. In other countries no help has been offered. The one major goal was to keep staff safe and ensure they are paid for the work they had done before the closure, and, where humanly possible, to pay and retain them during shutdown because we will battle with all we have to preserve the company so that it is there for staff when this crisis is over and the world begins to open for business again.

Opening for business after shutdown

As with the closure of our shops, offices and factories, there will not be one worldwide reopening. When to reopen each country and each part of the business is also going to be a decision made by the local teams and will depend on when each country’s lockdown ends, whether the spread of the virus has been controlled, if the country borders and delivery systems are up and running and when the staff teams can be brought back in.

Extraordinary times

We had no idea this crisis was coming and had no time to prepare – this is an unprecedented global event. Like all businesses, governments and individuals, we are feeling our way through this crisis and trying to do everything we can to protect staff from any ill effects, both health and financial, whilst also trying to ensure the business stays afloat. Only time will tell if all of our efforts are successful.

Today we announce the temporary closure of all our UK&I stores, from end of trade on Saturday 21st March until further notice, to help prevent the spread of the Coronavirus (COVID-19).

We make this decision with a heavy heart because our instinct is to serve our customers, not to shutter our shops.  Lush is not just our life’s work, we know that Lush staff would go to the ends of the earth for this company – but in the immediate best interests of them and our customers the time is now right to close our retail shops.

Please find all information on UK shop and website temporary closures and reopening here.

This guidance is as of 18th March 2020 considers the new UK Gov announcements. We are committing to these benefits until 31st March as a minimum. 

Advice for those who are at increased risk

Public Health England and UK.Gov have put the following guidance together to help employers take strategic decisions.

We are advising those who are at increased risk of severe illness from coronavirus (COVID-19) to be particularly stringent in following social distancing measures as outlined in the ‘Guidance on social distancing for everyone in the UK and protecting older people and vulnerable adults’ – Published 16 March 2020.

Lush are offering full pay for contracted hours if you cannot perform your role from home, at least until the 31st of March, if:

  • You fall in any group below
  • You have already completed a health declaration form
  • Your manager is aware of any existing condition

Please contact [email protected] and your manager if you fall into the group, but have not previously declared your medical condition as  we may need medical information. 

 

This group includes those who are:

  • Pregnant
  • Aged 70 or older (regardless of medical conditions)

If you are under 70 with an underlying health condition listed below (ie anyone instructed to get a flu jab as an adult each year on medical grounds):

More information can be found here:  Guidance on social distancing for everyone in the UK and protecting older people and vulnerable adults

This guidance is as of 17th March 2020 contains the new UK Gov announcements. We are committing to these benefits until 31st March as a minimum. In the event of school or shop closures we will immediately update you. We will review all advice daily and update with any further changes.

We are currently experiencing a global pandemic, if you meet the following criteria you will need to self isolate:

Stay at home if you have coronavirus symptoms

Stay at home if you have either:

  • a high temperature – you feel hot to touch on your chest or back
  • a new, continuous cough – this means you’ve started coughing repeatedly

Do not go to a GP surgery, pharmacy or hospital.

You do not need to contact 111 to tell them you’re staying at home.

Testing for coronavirus is not needed if you’re staying at home.

How long should I stay at home?

  • if you live alone and you have symptoms of coronavirus illness (COVID-19), however mild, stay at home for 7 days from when your symptoms started. (See ending isolation for more information)
  • if you live with others and you or one of them have symptoms of coronavirus, then all household members must stay at home and not leave the house for 14 days. The 14-day period starts from the day when the first person in the house became ill.
  • for anyone in the household who starts displaying symptoms, they need to stay at home for 7 days from when the symptoms appeared, regardless of what day they are on in the original 14 day isolation period. (See ending isolation for more information)

If you have to stay at home together, try to keep away from each other as much as possible.

Read the NHS advice about staying at home here: https://www.nhs.uk/conditions/coronavirus-covid-19/self-isolation-advice/

Employees should let their manager know as soon as possible if they’re not able to come to work.

If you are unable to come to work because of COVID 19 you will still be eligible for 1 week’s Lush sick pay (at your contracted hours). We have enhanced this by adding a further 1 week’s pay to cover the self-isolation period.

Any other sickness absence will be paid in line with the normal guidance of 1 weeks Lush sick pay followed by SSP if they qualify.

We will require you to self certify for the first 14 days (using this Self Certification form) in order to receive statutory sick pay if you have run out of Lush sick pay.  This should be emailed to the manager as soon as possible.

You will need to provide medical evidence for any COVID-19 related sickness absence lasting over 14 days in order to receive statutory sick pay. To qualify for SSP you will need to earn an average £118 per week. Statutory Sick Pay is currently £94.25 per week and it’s paid for up to 28 weeks.

Further information

Global:

World Health Organisation

UK

This guidance is as of 13th March 2020 and will be reviewed daily. We are committing to these benefits until 31st March as a minimum. In the event of school or shop closures we will immediately update you.

We are currently experiencing a global pandemic, if you meet the following criteria you will need to self isolate:

Employees must self-isolate for 7 days if they have either:

  • a high temperature and/or
  • a new, continuous cough.

Employees must self-isolate for 14 days if they:

  1. Are returning from an affected area (these countries or lockdown areas)
  2. Have been in close contact with someone diagnosed with COVID-19
  3. Have coronavirus
  4. Have been told to self isolate by a doctor or NHS 111

Employees should let their manager know as soon as possible if they’re not able to come to work.

If you are unable to come to work because of COVID-19 you will still be eligible for 1 week’s Lush sick pay (at your contracted hours). We have enhanced this by adding a further 1 week’s pay to cover the self-isolation period.

Any non COVID-19 sickness absence will be paid in line with the normal guidance of 1 weeks Lush sick pay followed by Statutory Sick Pay (SSP) if they qualify.

We will require you to self certify for the first 14 days (using this Self Certification form) in order to receive statutory sick pay if you have run out of Lush sick pay.  This should be emailed to the manager as soon as possible.

You will need to provide medical evidence for any COVID-19 related sickness absence lasting over 14 days in order to receive SSP. To qualify for SSP you will need to earn an average £118 per week. SSP is currently £94.25 per week and it’s paid for up to 28 weeks. If you don’t qualify you can also use your holiday allowance and unpaid leave.

Underlying conditions If you are concerned about an existing medical condition that you think makes you more vulnerable to the virus please speak to your manager or get in touch with People Experience at [email protected] as soon as possible to discuss any arrangements that need to be made.

Further information

Global

World Health Organisation

UK UK Statutory Sick Pay Gov.UK COVID-19 Advice NHS questions and answers about COVID-19 Legislation.Gov.UK NHS 111 self-isolating on GOV.UK

Ireland COVID-19 Absence & Pay Guidance 

This guidance is as of 13th March 2020 and will be reviewed daily. We are committing to these benefits until 31st March as a minimum. In the event of shop closures we will immediately update you

We are currently experiencing a global pandemic, if you meet the following criteria you will need to self isolate:

Employees must self-isolate for 7 days if they have either:

  • a high temperature and/or
  • a new, continuous cough.

Employees must self-isolate for 14 days if they:

  1.   Are returning from an affected area (these countries or lockdown areas)
  2.   Have been in close contact with someone diagnosed with COVID-19
  3.   Have coronavirus
  4.   Have been told to self isolate by a doctor or medical practitioner

Employees should let their manager know as soon as possible if they’re not able to come to work.

If you are unable to come to work because of COVID 19 you will still be eligible for 1 week’s Lush sick pay (at your contracted hours). We have enhanced this by adding a further 1 week’s pay to cover the self-isolation period. Any other sickness absence will be paid in line with the normal guidance of 1 weeks Lush sick pay.

Ireland Illness Benefit When an employee is told to self-isolate by a doctor or has been diagnosed with COVID-19, they can apply for an enhanced Illness Benefit payment of €305, per week (the normal Illness Benefit rate is €203). To be eligible for this payment a person must be confined to their home or a medical facility.

See this infographic of the correct steps you should take if you think you are ill or have been exposed.

It will be paid for a maximum of 2 weeks where a person is self-isolating but will be paid for the duration of a person’s absence from work if they have been diagnosed with COVID-19.

 

If an employee needs time off work to look after a dependant Employees are entitled to time off work to help someone who depends on them in an unexpected event or emergency. This would apply to situations to do with COVID-19. For example:

  • if they have children they need to look after because their school has closed
  • If they are a caregiver and they need to look after someone whose normal support is closed, i.e. a day centre is closed

There’s no statutory right to pay for this time off, but employees can use Lush Sick Pay if they have any remaining. The amount of time off an employee takes to look after someone must be reasonable for the situation.

To support any financial implication for unpaid absences, during this time we encourage managers to:

  • facilitate flexibility around shifts to enable people to work when they can
  • offer unpaid leave
  • allow employees to book remaining holiday at short notice

If an employee needs time off to look after a dependant diagnosed with COVID-19

Please refer to Current Self-Isolation Criteria above.

Underlying conditions

If you are concerned about an existing medical condition that you think makes you more vulnerable to the virus please speak to your manager or get in touch with People Experience at [email protected] as soon as possible to discuss any adjustments or alternatives

Further information

The following are measures we are introducing to all our manufacturing and production facilities worldwide with effect from today.

Manufacturing Hygiene Procedures

Cleaning and Hygiene

  • No more than 100 people per shift in each department – split shifts and working patterns to support this
  • All non fire doors to be propped open to reduce risk of staff touching doors
  • All non essential meetings that involve travelling to another building to be run remotely via Google hangout or Skype wherever possible
  • Remove reusable towels from production
  • Remove bin lids from all waste streams
  • Drivers to be responsible for cleaning hard surfaces in vehicles
  • All staff (including external delivery drivers, etc) to wash hands when entering and leaving the building
  • Staff to wash hands regularly throughout the working shift – before/after production, before/after break times and at the end of the working shift. We also encourage washing of hands when there’s a change of work task
  • Long hair to be tied back
  • Keep hands away from your mouth, eyes and face
  • Keep a tissue in your pocket at all times – use it to sneeze and cough – then go and put the used tissues in the bin immediately and wash your hands afterwards
  • After hand washing dry your hands with hand dryers or brown roll (dispose accordingly)

Cleaning in factories

Specific areas to be cleaned are as follows:

  • Door handles and push plates
  • Bannisters and handrails
  • Tables
  • Keyboards
  • Filing cabinets
  • Printers/scanners
  • Telephones
  • Window sills
  • Machinery
  • Mobile devices

Cleaning in offices

  • tables
  • laptops and PCs
  • keyboards
  • filing cabinets
  • printers/scanners
  • phones
  • light switches
  • Window seals
  • Water towers
  • Handrails and Bannisters
  • Mobile devices

Cleaning in communal areas

  • kitchen surfaces
  • bannister
  • tables and benches
  • laptops
  • keyboards
  • filing cabinets
  • printers/scanners
  • phones
  • table football/arcade machines
  • water cooler
  • ipads
  • bin lids
  • window sills
  • Mobile devices

Cleaning of the vehicle fleet and forklifts

Drivers responsible for cleaning their own cabs:

  • Steering wheel
  • Dashboard
  • Door handles
  • Cup Holders
  • Gear Stick
  • Handbrake
  • Dials and Controls
  • Seat Belt clasps
  • Mobile devices

Due to the COVID-19 crisis and due to the close contact nature of spa treatments, for the peace of mind of staff and customers we have decided to close all Lush Spas until further notice.

For customers who have a booked spa treatment, please contact the Spa you have your treatment booked with, who will be able to rebook your experience when the Spa is reopen.

For staff on rota to work in the Spa during the closure, please talk to your manager about being added on to the Shop staffing rota.

Spas in Japan and South Korea, where Government measures are ending and public life is returning to normal, are not affected by this shut down.

We have taken external advice from our medical advisor and from the microbiology testing laboratory we use and have put together this list of advice.

Social Hygiene and work space cleaning

It is very natural that at the moment there is a lot of worry and everyone is hyper aware of other people coughing, sneezing, touching, etc. Please keep high standards of personal hygiene and constant cleaning of our shops and workspaces. Be clean and be seen to be clean, so that everyone can feel reassured that every measure is being taken to minimise transmission.

Customers

  • Give customers more personal space, do not touch them without permission. Let’s be friendly and welcoming whilst ensuring that nothing we do causes worry or concern.
  • No arm massages or demos that involve touching customers.

Products

  • We have decided to remove all testers from shop floor until further notice
  • If customers need a sample, please use spatula to make them a personal sample
  • Fresh masks can still be on display on the ice, but do not sample from the display.  Put out a small amount for people to look at, but do not put spoons, etc.
  • Where possible, reduce the amount of naked product out on display.

Cleaning / Hygiene

  • First job of the day – wipe down the outside of the entry door/door handle
  • All staff wash hands when they enter the shop
  • All staff wash hands before leaving the shop
  • All staff wash hands before and after eating
  • Wash hands regularly throughout the day
  • Ensure everyone clears up their own food and drink and wash their own plates and cups – in hot water.
  • Tie hair back – virus can survive on hair as well as hands!
  • Keep hands away from your mouth, eyes and face
  • Keep a tissue in your pocket at all times – use it to sneeze and cough – then go and wash your hands immediately
  • Where needed add extra time at breaks for handwashing before return.
  • Wash hands after using your mobile phone and after answering the shop phone.
  • Clean phone, laptop and back of house iPads regularly.
  • Remember to dry your hands on white roll, not your apron.
  • Contractors, delivery drivers, etc – please encourage them to wash their hands on arrival.  Clean up the areas they have worked after they have gone.
  • Wash your hands after counting cash.
  • At end of day do a thorough clean at closing – surfaces, tills, doors, etc – so that you are ready with a clean shop in the morning and only need to clean the outside of the door.

Rota a member of staff to be on cleaning duties around the shop constantly throughout the day. 

This duty can be shared and rotated around through the day so it doesn’t fall to just one individual. Provide the staff member with gloves, cleaning spray and white roll for drying. Do not use cloths for this cleaning. Order through your usual cleaning supplies route, or go out and purchase a suitable non-animal tested brand locally.

The staff member on shop cleaning should:

  • Clean the entry door glass and handle very regularly where customers push ( every 10 mins?)
  • Wipe down tills, PDQ, touch screens, card readers, scales, etc ( every 10 mins? )
  • Regularly clean the sink, taps, tables, bowls, demo areas and surfaces.
  • Regularly clean any table tops, edges of table at the tills, chairs and stools, etc
  • Regularly clean the handles on shopping baskets
  • Regularly wipe down door and entry keypad to back of house
  • Laptop and iPads to be regularly cleaned
  • Don’t be afraid to clean when customers are in the shop, they will be reassured to see that we are taking cleanliness very seriously at the moment.
  • Be clean and be seen to be clean

Today we have decided to extend the Freshness Policy period by one month, giving shops that little bit longer to sell our lovely products.

This change takes immediate effect for the stock currently on our shop shelves as well as ongoing orders placed with the factories.

Manufacturing will be doing everything they can to constantly react to the fluctuating retail sales situation to ensure that there are no large amounts of stock sitting for too long, but as the factories react and tweak production to match a changing and varied situation some products might be leaving them with dates slightly older than the usual factory freshness period. Rest assured that all product will still have a good amount of time for shops and customers to sell and use.

We will continuously review this and will let you know any future changes.

As an international company operating in 48 countries with staff movements between the regions daily, we have watched closely the news and advice regarding the coronavirus outbreak and spread. Today we have decided that as a precautionary measure, we will be freezing all but the most necessary homeward travel between countries. Domestic travel within your country can continue, at the individual’s discretion – but this should be land travel only, not by air.

We feel that at this stage in the outbreak, the responsible thing to do is to err on the side of over-caution, rather than risk looking back with regret at not acting soon enough to minimise risk to our staff. We applaud all those in the medical profession who are working so hard to contain and control the outbreak – and we would never wish anything we do to add to their task.

We are keeping on top of the latest advice on a daily basis and will be reviewing and updating all decisions as the situation evolves.

Please travel sensibly, wash your hands frequently and avoid touching your face, mouth and eyes.  We wish all of you a safe and healthy next few months.

Managers Meeting Postponement

In light of the rapidly changing situation surrounding COVID-19, as a business we have decided to postpone the upcoming Managers Meeting to prioritise the health and safety of our Managers, staff, and the community. We know that this has been on many of your minds, especially those of you who would be travelling to attend the meeting.

We assure you, the learning and development opportunities that come with attending a Managers Meeting remain a priority, and we are currently looking at ways to deliver the content of the meeting in a way that supports your safety and learning.

Presently, we do not want to reschedule a meeting in the near future, but we do plan to hold a Managers Meeting later this year at a time when it is safe for all parties involved to do so.

As with all measures implemented at this time, we will continue to use World Health Organization (WHO) recommendations when planning for our business.

Hourly Cleaning in Store

Contamination on surfaces touched by staff and customers may be a way that COVID-19 can spread, and WHO has previously communicated that the virus can survive on surfaces for up to an hour, cleaning surfaces regularly will reduce the possibility of transmission. Keep the work area clean and hygienic by wiping surfaces with disinfectant hourly.

Focus especially on high use communal surfaces (e.g demo stations, Wedderburn scales, taps) and objects (e.g. telephones, keyboards, till, EFTPOS units)

Shop Closures

The health and safety of our staff and customers is the retail team’s highest priority. We are following the guidelines of the World Health Organisation (WHO) and keeping updated regularly to ensure that we are doing everything possible to keep those visiting and working in our stores safe and healthy amidst the developing situation.

At this stage, we are remaining alert, but not anxious, and taking all precautions – we also want to let you know what the contingency plans are in the unlikely event that a team member in store is affected with COVID-19.

If a staff member is diagnosed with COVID-19, and needs to go into the required 14-day quarantine, any staff member who came into contact with that employee will also be encouraged to self-isolate.

The Retail Support team will organise a professional cleaning of the store before attempting to fill the required shifts with staff from surrounding stores, and if an interim manager is required, will attempt to fill that position from available Trainee Managers in the area.

We are aware that in areas such as Dunedin, Wellington, Hobart, Canberra & Hamilton this could be difficult. In that case, the store could function on an adjusted opening pattern, and any employees who did not come into contact with the affected team member will be able to fill amended shifts. There is potential for increased shop floor presence by members of the Retail Support team for these stores as well, bearing in mind any travel restrictions at the time.

In a worst-case scenario, we are very aware that there could be a store closure period of up to 14 days and this is something that the business is prepared to implement to prioritise the health and safety of staff and customers.

In the event that a closure occurs, we will follow the guidelines of both the relevant government bodies, and the WHO, as well as consult with the affected staff regarding leave entitlements, pay and potential timelines as quickly as possible.

The best advice we can give to all staff at this stage is to wash your hands regularly, adhere to an hourly cleaning schedule and stay home if you are feeling unwell.

The Retail Team will continue to follow the guidance and direction of the World Health Organization, and are committed to keeping you all up to date as the situation continues to change and develop.

26th march 2020

Hello. We wanted to give some clarification regarding shop closures and the Lush response to the COVID-19 outbreak worldwide.

How Lush is structured

Lush trades in 48 countries across the world in a variety of ways. Some of those markets are wholly owned by the parent company in the UK, others are run independently by individual business partners who own and run the operation in their country. Each of the countries is individually incorporated in that country and is a separate entity, with their own finances, payroll, tax obligations, etc. 

How the structure provides stability

As staff you will know that the stability of Lush over the years has been very much bolstered by this international model. Each country operates independently in its own market, hires locally, bringing local cultural knowledge to the business as well as understanding regional employment and trading laws. This means the business is diverse and nuanced and does not need heavy handed central management structures from a parent company. It has also proved a great model for providing financial stability, because when individual Lush countries have experienced downturns due to natural disasters or economic problems like the financial crash of 2008, we have always managed to help them weather any storms because the stronger Lush markets were able to support the weaker one with cash injections or other help. 

The recent economic climate

Over the last couple of years you will know that sales have not been strong in many of our major markets, and the central UK business being hit by not just the general downturn in high street retail, but also the uncertainties of Brexit, etc.  In our last set of filed Statutory Accounts (y/e June 2018) we reported a £4 million loss – not something we are used to, and there has been huge focus on managing internal costs whilst preserving what we hold dear. Senior team bonus schemes have not paid out for more than a year, but we have made sure that bonuses continued for our shop floor and production staff. We also continued with our commitment to pay the Real Living Wage to factory and shop staff in the UK. Another thing we protected during the downturn was our charitable giving, which for the same year was £8 million across the Group.   

The current worldwide crisis

And so we arrive at the latest COVID-19 situation, where this global pandemic has hit all of our markets almost simultaneously. Not one of the Lush countries has escaped the effects, which means that we lack our usual ability to help finance flow from the stronger bits of the business to the slower parts. 

With regard to closing our shops, each country has had the freedom to react to the situation as it evolves. What stage the spread of the virus is in their country and their government’s strategy and response are things being taken into account and are best judged by those on the ground in that region in order to arrive at the best conclusion for them.  

Protecting staff wages

Where shops have shut, the teams have had to use all the tools available to them in order to provide for staff during the closure – using whatever funds were in the business, alongside any help their government may or may not be offering. In some countries we have been lucky that governments know that the retail sector was already at a low ebb and have pledged to help with staff pay. In other countries no help has been offered. The one major goal was to keep staff safe and ensure they are paid for the work they had done before the closure, and, where humanly possible, to pay and retain them during shutdown because we will battle with all we have to preserve the company so that it is there for staff when this crisis is over and the world begins to open for business again.

Opening for business after shutdown

As with the closure of our shops, offices and factories, there will not be one worldwide reopening. When to reopen each country and each part of the business is also going to be a decision made by the local teams and will depend on when each country’s lockdown ends, whether the spread of the virus has been controlled, if the country borders and delivery systems are up and running and when the staff teams can be brought back in.

Extraordinary times

We had no idea this crisis was coming and had no time to prepare – this is an unprecedented global event. Like all businesses, governments and individuals, we are feeling our way through this crisis and trying to do everything we can to protect staff from any ill effects, both health and financial, whilst also trying to ensure the business stays afloat. Only time will tell if all of our efforts are successful.

Audio player image

12:11