We endeavour to give you the highest customer care at all times. Our UK-based care centre staff are available on the phone and on email to offer you support and advice. We have grouped our help area into various section to get you the answer you need quickly. Also, below, we have listed a set of frequently asked questions that you may wish to check before contacting us.
Frequently Asked Questions
Where is my order?
What are your delivery charges?
Why was my order payment rejected?
What is 3D Secure?
How can I change my details?
How can I change my delivery address?
Where do I add in my promotional code?
Can I use my Love Your Body™ card on The Body Shop Website?
I cannot complete my registration, what do I need to do?
I forgot my password, what can I do?
How do I make changes to my order?
What if an item is out of stock?
Where can you deliver orders?
Can I place my order over the phone?
Where is my order?
The Body Shop currently uses two carriers to deliver our packages, Royal Mail and UPS. We offer two delivery levels, Standard or Express. Standard delivery is usually delivered between 3 - 5 days. Express Delivery should be next day if placed before 11.30am. If placed after this time the order will be delivered within 2 working days. UPS packages can be tracked using your order / shipment reference (beginning "GBE...") on the UPS website.
Deliveries to remote locations such as the Highlands, Jersey and Guernsey may take 5-7 working days to be delivered depending on the courier. Please note we do not deliver outside of the UK. If you have questions regarding this, please feel free to contact us.
What are your delivery charges?
Please review our delivery charges here.
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Why was my order payment rejected?
There are various reasons why this may have happened but we suggest the following steps:
Step1 - Check with your bank to ensure there are funds available to pay for your order.
Step 2 - If you are using a MasterCard or Visa credit or debit card to pay for your order, we suggest you confirm your 3D Secure details are being entered correctly.
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What is 3D Secure?
Created by the card payments industry, 3-D Secure is a security feature which ensures that payments using certain credit and debit cards are authenticated by the card holder with their bank at the time of the transaction. 3-D Secure is the common name for the technology behind MasterCard SecureCode (MSC) and Verified by Visa (VbV). If your card is enrolled with 3-D Secure, during the payment flow you will be prompted by your bank to enter a password to verify that the transaction is authorised by the card owner before completion.
Your 3D secure password is set up between you and your bank to further secure transactions over the internet or where the card holder is not present. If you are enrolled in 3D secure, you must correctly enter you 3D secure password for your payment to be authorised. After submitting your Mastercard or Visa credit or debit card details at checkout, a new window will appear asking you to enter your 3D secure password. If you do not enter your password correctly, or you close this window and do not enter these details your payment will not be authorised If you have forgotten your password or are having any problems with your 3D secure details, please contact you bank who will be able to help you solve this.
If you are still having problems please contact us by phone or email and we will be happy to provide a speedy resolution.
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How can I change my details?
You can change your details any time by logging into your account, and editing your profile.
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How can I change my delivery address?
Once an order has been placed, providing it has not been picked ready for dispatch you can contact us. Due to the small window of opportunity to affect any requests to change a delivery address on an order already placed, we would advise that you call rather than e-mail to ensure your request is dealt with urgently. We are unable to guarantee any address change requests will be carried through successfully and we advise you to please take extra care when selecting your delivery address.
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Where do I add in my promotional code?
Promotion codes are added on the shopping basket page where you can confirm your order. Please enter your code and click apply. It is normal for only one voucher code to be used on an order and they do not run in conjunction with any discount offered by your Love Your Body™ card. The site will apply the most beneficial discount you are eligible for to your order.
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Can I use my Love Your Body™ card on The Body Shop Website?
Our Love Your Body™ customers can use their Love Your Body™ card online to receive their 10% loyalty discount. Unfortunately, we are currently unable to provide stamps for purchases made from The Body Shop online website.
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I cannot complete my registration, what do I need to do?
Contact us, detailing the problem you have encountered and our advisors will be happy to assist.
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I forgot my password, what can I do?
If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with The Body Shop by clicking the Forgotten Password link. You will be taken to a page where you can enter your e-mail address and a temporary password will be sent to you. We strongly recommend that you change this at your earliest convenience.
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How do I make changes to my order?
Changes to the contents can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, we regret to advise that no changes can be made to the contents of the order. If you have selected the incorrect products, please review our returns procedures. Once the order has been completed, there is a limited opportunity to cancel the order with us. If you wish to do this, please contact us immediately. Please note, even at this time we are unable to guarantee successful cancellation of the order and advise that you please check your order carefully before you confirm.
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What if an item is out of stock?
If an item is out of stock, we'll happily send you an e-mail when it's back in stock. Simply click "E-mail Me When In Stock" on the Product page and supply your e-mail address. We'll notify you when the item becomes available.
Alternatively, use the Store Locator to find a store near you (call ahead to confirm that they have your desired product in stock).
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Where can you deliver orders?
Currently, we can only send orders to street addresses in the United Kingdom. We do not deliver to a PO Box address and we are unable to ship to any International address. We are unable to guarantee successful delivery of any order that has a delivery address outside of the United Kingdom and we except no liability for orders lost or damaged if the delivery address is outside the United Kingdom. If you need to locate a different country website click to change your location.
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Can I place my order over the phone?
Yes, we are happy to take your order over the telephone, please contact us where our operators will be happy to help you. There might be certain products and promotions not available when ordering over the phone, but we can usually advise on suitable alternatives.
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