Please choose how we may help from one of the following sections or look for your question below.
Returns & Exchanges
Gifts & Gift Cards
What is Love Your Body™?
The Love Your Body™ Club Membership is The Body Shop customer savings card. If you register your card number on the registration page, you'll be eligible for a wide range of discounts and benefits online. You're able to join Love Your Body™ online when you join, or if you're already an online member you can link your Love Your Body™ card to your online account. If you're an online customer but not a Love Your Body™ member, you can purchase a Love Your Body™ card as you can any other product. This will automatically enrol you into our programme so you can start receiving your 10% discount on all purchases for one year. Your Love Your Body™ card will not be in the box with the rest of your order; it will arrive separately in the post. The reward card is not transferrable. Love Your Body™ cards are not eligible for discount. Orders for a Love Your Body™ card only are unable to receive a gift message. Your Love Your Body™ card will be sent to you separately at no extra cost when ordered with other items and should arrive within 10 working days of purchase.If you wish to use your Love Your Body™ card discount in the meantime you can contact customer care (0800 092 90 90) to obtain your card number which you can than link to your online account.Click here to view full terms and conditions for Love Your Body™.
I Already Have a Love Your Body™ Card:
All you need to do is link your card to your online account. See below for how to do this.
If you're already registered at thebodyshop.co.uk with a username and password, sign in and visit 'My Account' then 'Edit Profile'. The box to enter the card number into is located under account information. You'll now start receiving your 10% discount on all purchases for one year. Click here to view full terms and conditions for Love Your Body™.
1. If you're not registered at thebodyshop.co.uk, create an account by clicking the 'Sign Up' button near the upper right of each page. 2. Fill out the registration information which includes an area to enter your Love Your Body™ Card Number. 3. Once you've added your Love Your Body™ Card number, you won't have to enter your card number in again. You'll now start receiving your 10% discount on all purchases for one year.
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're currently unable to provide stamps for purchases made from The Body Shop online website.
All you need to do is link your card to your online account. Click here for terms and conditions.
1. If you're already registered at thebodyshop.co.uk with a username and password, visit "My Account".
2. Add your new Love Your Body™ card number in the field under the "Edit Profile" heading.
3. Once you've added your Love Your Body™ membership number you won't have to enter your card number again. We will automatically apply your membership discount from this point.
1. If you're not registered a thebodyshop.co.uk, create an account by clicking the 'Sign Up' button near the upper right of each page. 2. Fill out the registration information which includes an area to enter your Love Your Body™ Card Number. 3. Once you've added your Love Your Body™ Card Number, you won't have to enter your card number in again. You'll now start receiving your 10% discount on all purchases for one year.
Can I use my Love Your Body™ Card together with other promotions and offers?You'll receive an additional discount of 10% with your rewards card unless otherwise stated. Click here for terms and conditions of the Love Your Body Club.For more information about our current offers please click here for our General Terms and Conditions
What is a "Gift with Purchase"?
Sometimes we offer a promotion in the form of a free or a discounted item conditional upon the purchase of one or more other products. For example, “3 for 2”, or “buy 2 get one half price” or “your free gift when you spend £25”. The usual cancellation and returns rights or policies apply. You're entitled to treat the items included in the promotion as a “bundle” or a unit. If one of the items in the bundle is faulty, you'll be entitled to consider the whole bundle faulty and return all items that were bundled together as part of the promotion (which may include items that were not faulty separately). Alternatively you can exchange or get a refund separately for the faulty item. If a refund is requested separately for the promotional item (i.e. the item that was given away free or at a discount), you'll be entitled to a refund of the reduced price you actually paid for (i.e. the reduced “bundled” price).
Where is my nearest store?
To find your nearest store, click here.
How can I host a The Body Shop At Home party?
For more information on The Body Shop At Home parties, please click here.
Why was my order payment rejected?
There are various reasons why this may have happened. Firstly, check with your bank to ensure there are funds available to pay for your order. Secondly, if you're using a MasterCard or Visa credit or debit card to pay for your order, we suggest you confirm your 3D Secure details are entered correctly. For further assistance please contact our Customer Care either by phone (0800 092 90 90) or by visiting the contact us section of the site.
Where do I add in my promotional code?
The voucher code must be registered at the time of purchase by entering in your voucher code into the voucher code box on the shopping basket page. Your basket contents and value will be recalculated to account for your promotion. The voucher code can only be used for one online order. The voucher code cannot be exchanged for cash. The voucher code cannot be used in conjunction with any other offer. The voucher code cannot be used in conjunction with any other offer discount or promotion unless otherwise stated. For more information about our current promotions and offers please visit our terms and conditions page.
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.
I forgot my password, what can I do?
If you've 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'll 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 as soon as possible.
How do I make changes to my order?
Changes to your order can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, unfortunately no changes to your order can be made. If you've selected the incorrect products, please review our returns procedures. Once the order has been completed, there is a limited time to cancel the order with us. If you wish to do this, please call us immediately on 0800 0929090.Please note, we can't guarantee that we can cancel your order, so please make sure you check it carefully before confirming.
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 product in stock).
Can I place my order over the phone?
Yes, we're happy to take your order over the phone, 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. Before contacting us please make sure you have your list of product you'd like to buy ready, preferably product reference numbers (this can be found on the upper right corner of the product page). Unfortunately we're not be able to accept American Express cards for orders placed over the phone.
What payment types do you offer?
You can pay for purchases using a major credit card, including Visa, MasterCard, Delta, Maestro, Solo, American Express.
Does your process include VAT?
Yes, thebodyshop.co.uk always shows prices that include VAT when applicable. As goods are dispatched from our warehouse in the United Kingdom, UK VAT rates always apply.
Can I get a VAT refund for my orders if I live in the Channel Islands?
Where we can establish proof of delivery, we can arrange V.A.T. refunds. Please contact customer care who can arrange this for you.
I am having some issues on the site, how can I place my order?
Please contact us and we'll be happy to help.
How will you confirm my order?
When your order is received, we'll send you an e-mail confirming your order. Then, when your order is dispatched, we'll send you a despatch confirmation. This will include the following information; Items purchased, Payment information, Delivery method, Delivery information, Tracking number (if applicable). If for any reason you dont receive this email, please check your spam and/or junk mail folders. If you can't see the email and you need it, please contact the On-Line Team at UKOnline.CareCentre@thebodyshop.com or call us on 08000 92 90 90 selecting option 2.You can also get the status of your order by visiting “My Order History ” which you can find under “My Account”.
Where is my order?
The Body Shop currently uses Royal Mail, and DPD. You can choose between Standard or Express. Standard delivery takes 3 - 5 working days to be delivered. Express Delivery should be next day if placed before 11.00am. If placed after this time the order will be delivered within 2 working days. All orders can be tracked. Tracking numbers are sent in the dispatch note. You can see how your order is progressing by going to my account and reviewing your "my order history".
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 to see if we can change the address for you. If you're order has already been placed you've got to be quick though, as our warehouse gets packing pretty quick to make sure your order arrives with you as fast as possible. It's best in this situation to call rather than e-mail. We can't guarantee that we can change the delivery address (but we'll do our best!) so please take extra care when selecting your delivery address.
Where can you deliver orders?
At the moment we can only send orders to street addresses in the United Kingdom (including Jersey, Guernsey and the Isle of Man). We don't deliver to PO Box or BFPO addresses and we're unable to ship to any International address, but we may have a website in your country. If you're after a different country website, go to the bottom right hand section of the home page and click to change your location.
What are your delivery charges?
Please review our delivery charges here. The delivery cost is shown on the Order Summary page before you commit your order. Orders delivered using standard delivery should arrive within 3 to 5 working days. Orders delivered using express delivery should arrive between 1 to 2 working days.
How can I track my delivery?
Your delivery confirmation e-mail will include your "tracking number" and a link to the carriers tracking site. You can also find order tracking and history information by going to my account and reviewing your "order history".
Do you deliver to BFPO addresses?
We cannot currently deliver to UK BFPO addresses. We are working on providing this service in the near future.
What are the last order dates for Christmas this year?
The last order dates for Christmas this year (2013) are as follows:
Standard delivery: Wednesday 18th December (midnight)
Express delivery: Friday 20th December (midnight)
What is your Online Return Policy?
Our aim is that all our products reach you in perfect condition. If you're disappointed in any way we would like to know, so make sure you contact us if this is the case.Alternatively you can return your goods, accompanied by the delivery documentation, to a The Body Shop International PLC owned store (excluding the following franchise stores; Cambridge 1, Cambridge 2, Norwich, Derriford Hospital, Exeter, Plymouth, Hove, Horsham, Sheffield Orchard Square,). If returning to store please make sure you have both your Delivery Documentation and your Confirmation Email with you, if both these documents are not presented the store will not be able to process your refund for you.
The following information will be required when returning your goods to Head Office:
a. Confirmation Email containing your Order Number.
b. Delivery Documentation containing your Delivery Number.
c. Reference number of your query if you have previously contacted the care centre
d. List and description of goods to be returned.
e. Reason given for returning goods.
f. If returning goods by post please also include:
i. Copy of receipt showing any return charges if you are claiming a full refund for damaged, faulty or incorrectly delivered goods.
ii. Please retain the proof of postage. This will be required in the eventuality of your returned goods not being delivered by the courier.
If you're returning the goods by post to the UK Online Care Centre please note:
a. It may take up to 10 working days days for your parcel to reach us.
b. Returned items will be processed within two (2) working days of receipt.
c. Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit.
d. You're advised to use a carrier that offers both traceability and insurance.
Unfortunately at the moment gift vouchers are not accepted as payment for purchases on items from The Body Shop Online website. We are, however, continually reviewing the products and services available.
How can I change my details?
You can change your details at any time by logging into your account, and editing your profile.
Where can I find my order history
To find a history of all the orders that you've placed, or the status of a current order, go to my account, then to order history and select the order you want to track.
How can I remove my account?
To remove your account please contact our Customer Care either by the contact us page or calling 0800 092 90 90.
I can't find the answer I need, how can I contact you?
Contact us, detailing the problem you have encountered and our advisors will be happy to assist. We also have a new online chat service - this can be found at the checkout stage of your order. If you get to the checkout and you need to speak to someone about a query with your order, or you have a question about anything - just use the online chat option that will be displayed at the checkout.
How can I apply for a job at The Body Shop?
Click here to find out about our latest vacancies.If you don't see anything suitable then please send us your details through the site and your details will then be kept on file should something suitable become available.If you have any difficulties accessing or using the site please feel free to contact our customer services.
We'd be happy to contact you as soon as this item is available.
Thanks for your interest. We will contact you by email when the item you've requested becomes available.