Please read some of our most frequently asked questions as we hope this will help you to find the answer to your request! If you need more help, use the contact form below.
WHERE IS MY ORDER?
We’re seeing unprecedented demand and are really sorry that your order has been delayed. We're working hard to get your favorite products to you and we’re trying to keep our customers up to date as much as possible.
You order is shipped between 1 -2 business days after the placement date. Once your order has left our warehouse you will receive a dispatch email with tracking information and you will be able to track the progress of your delivery via the courier.
To track the progress of your order visit: “My Orders” in the when you login to your account under the "My Account" section. Select the order you want to track. If an order has already been shipped, you can click "Tracking Number" for that order to find out when to expect delivery.
Please Note: If you do not have an account and checked out as a guest, you will need to wait for your order confirmation email to track your order.
MY ORDER SAYS DELIVERED, BUT NOTHING HAS ARRIVED
If you've left special instructions, your courier may have left it as per the instructions. If you still haven't located your order, please contact our customer care team and they'll be able to help you.
HOW CAN I GET MY VOUCHER EXTENDED?
The good news is that these can be used online!
To do this, you can simply click on the redeem my reward (voucher) option on the payment page when you place your order.
If you don’t have access to your account online, it only takes a few moments to set it up – you can choose the Sign in option on the site and request a reset password link which will prompt you to set a password up, log in to the account and then place the order from it using the voucher.
WHAT IS YOUR 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 please make sure you contact us if this is the case.
We believe strongly in our products and their quality, but if for any reason you are not satisfied you can return merchandise to any one of our retail stores. To locate a retail store you may visit our store locator.
You may also return items by mail for a full refund. Please note that your original receipt/invoice must be included. Without a receipt/invoice, you can return merchandise to us by mail or to one of our stores and receive a store credit. If you bought a product as part of a set, the entire set must be returned to receive a refund.
We cannot accept returns on: Gift cards, gift with purchase items & product samples
Packaging and Shipping Your Return:
Please package your return in the original box, if possible, and send to:
THE BODY SHOP/PCL
1151 Martin Grove Road
If you have the Return Form that came with your order, please fill it out as completely as you can. If you have lost the return form, please include the following information with your return: whether you want a return or a replacement, the reason for the return, a description of the item you are returning, and its price.
HOW DO I CHANGE OR RESET MY PASSWORD?
To change your password, go to My Account - and click Profile. Under Profile, you can choose to change your password under your existing password.
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 here
You'll be taken to a page where you can enter your e-mail address and a temporary password will be sent to you in an email. When you receive your email, copy the temporary password and go back to log in again. When you enter your temporary password you will then be logged into your account. We strongly recommend that you change this as soon as possible. To do this, go to My Account - and click Profile. Under Profile, you can choose to change your password under your existing password.
HOW CAN I ADD LOVE YOUR BODY CLUB® POINTS TO MY ACCOUNT?
In order to earn Love Your Body Club® points, you will need to sign into your account when placing your order here This way the points will be added automatically, but it will take up to 48 hours before these are visible on your account.
If you have checked out using guest checkout please contact our customer care using one of the links below. Please don't forget to have your order number handy.
INCORRECT OR DAMAGED ITEMS IN MY ORDER
We're so sorry that there was a mistake with the order! Please contact our customer care using one of the links below. Please let us know what you should have received and don't forgot to include your order number.