LUSH’s Handwritten Apology

How do you make up for the disappointment of a lost or missing order? LUSH cosmetics seem to have a pretty good idea.

After this customers’ boxing-day order didn’t arrive, LUSH dispatched a replacement with a handwritten apology note inside.

Though it’s a subtle touch, it lets the customer know that there’s a human on the other side of the interaction, and one that works for a brand that cares.