Our Response to Covid-19

In these extraordinary times, it can feel like we are facing challenges at every turn. But we’re a business that’s always done things a little differently. Our founder, Anita Roddick, believed in the power of small acts of kindness to make a difference to people’s lives. We’re continuing to put people first by implementing important new measures to safeguard our staff and make shopping easier for our customers.

As Anita would say, it’s ‘business as unusual’.

STORE UPDATE

We’re happy to share that we have re-opened the majority of our QLD, SA, ACT, WA, VIC, TAS and NSW stores and look forward to (safely) welcoming you back.

Please note, stores that still remain closed include; Airport T2, Myer Centre and Darwin.

Because the health and safety of our customers and teams is paramount to us, we’ve made some changes to ensure that everyone is shopping safely.

• Hand sanitiser is available - please help yourself.
• Keep your (social) distance, using the 1.5m floor stickers as a reminder
• Please use contactless payments only. We are unable to take cash.
• We will not be conducting skin to skin consultations or demonstrations for the time being but can give you friendly product advice based on your needs.

We want to thank our amazing retail teams, the beating heart of our brand, who have shown unwavering commitment during this period of uncertainty. If you need anything from us, our online store is also open 24/7. You can also reach out to one of our consultants from The Body Shop At Home™ for personalised service.

READ MORE ABOUT ORDERING ONLINE

CONNECT WITH AN AT HOME CONSULTANT

REOPENING OUR STORES

Like many retailers, we’ve had to work very fast and flexibly to respond to the impacts of COVID-19 and to reflect the ever-evolving government advice that varies by country.

The health and wellbeing of all our teams and customers is crucial to us and will always be our number one priority. We’ve worked with independent health and safety experts to put in place measures to ensure the safety of everyone in our stores when they reopen. Here’s what to expect:

1New store opening hours to help our teams travel safely.

2We’re limiting the number of people allowed instore.

3Our teams will be following social distancing and there will be 2m floor markings.

4We’re encouraging contactless card payments.

5Our teams will still be smiling (as always) but some have chosen to wear masks and gloves.

6There will be no skincare consultations or product demonstrations for the time being.

7Testers have been reduced to sprays and pumps.

8Hand sanitiser will be available around the store.

We will continue to monitor the situation, doing our best to make the right decisions for our customers, our teams and our communities.
Please take care of yourselves and each other.

DELIVERY AND RETURNS

Stay at home and we’ll come to you. Delivery of your online order is now free when you spend $49 and we’ve extended our returns policy to 60 days. It’s worth noting that due to the increased numbers of online orders and the measures we have put in place to keep our colleagues safe, some orders may take up to 3 working days to be dispatched from our warehouse. We hope you will understand, and we will endeavour to get your order to you as soon as possible.

Once our orders have left our warehouse they will be in the hands of Australia Post, who we are working closely with to ensure deliveries are carried out in a safe and reliable manner.
There may be isolated cases of delivery delays within Australia Post's delivery network. AusPost are working around the clock to ensure all deliveries are received as soon as possible but it is inevitable that some deliveries in isolated cases may be delayed. Read more from Australia Post here.

Ensuring the safety of our staff

The health, safety and well-being of all our colleagues is crucial to us and will always be a top priority. We’ve put in place new measures to ensure the safety of our colleagues packing orders in our distribution centres and also with our distribution companies.

We are reviewing the latest government and medical advice and are updating our procedures on a daily basis. We regularly communicate to everyone working in the warehouses, so they understand the new rules for safe working. These include ensuring that employees are working at least two metres apart from each other, reduced team sizes, breaks between shifts and regular sanitisation of work areas. We’re incredibly grateful to our committed staff who are continuing to support our customers and communities through their work.

Helping Our Communities

We are working hard to get donations of our products out to frontline workers across the world and are continuing to find ways to support, help and take care of our communities.

Our amazing teams are supporting their own communities and showing their appreciation during this time by sharing acts of kindness, by making care packages for travel agency workers, supermarket workers and medical staff. The Body Shop have also donated thousands of hand creams, lip care and sheet masks to the Frontliners initiative, who are creating care packages for the incredible doctors and nurses fighting COVID-19 on the front lines.

Around the world we are also continuing to identify how we can help by supporting those most at risk. In Australia we donated thousands of soaps to the Asylum Seeker Resource Centre and 30,000 products were donated to hostels and refuges in North America.

We're Here To Help

Whether you need a routine to calm your mind, body and soul, some skincare advice or recommendations for the perfect gift, thebodyshop.com is open around the clock and has a wealth of tips, advice and how-to guides.

Our Live Chat is available for order support between 9am-5pm* or you can also contact our customer care team by email or telephone. Please expect a short delay in our response from the team as we are expecting a higher volume of delays than usual.

We love hearing from you, and now more than ever. Don’t forget to keep in touch with us on Instagram and Facebook, always tagging @thebodyshopaust to make sure we see your message. Stay in touch!

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