Terms and Conditions of Sale

Please read this document carefully as it contains the terms and conditions that you agree to be bound by if you continue to use The Body Shop Online Store. The below terms and conditions (“the Conditions”) and the Terms of Use apply to your use of this The Body Shop Online Store and to any purchases you make through The Body Shop Online Store.
In the event of any conflict between the Terms of Use and these Conditions, the latter shall prevail. These Conditions and the Terms of Use apply between you and The Body Shop International Limited (“The Body Shop”, “we” or “us”), whose registered office is at Watersmead, Littlehampton, West Sussex BN17 6LS, United Kingdom. Please address any complaints, queries or correspondence regarding these conditions or The Body Shop Online Store, to the contacts as listed in our contact us page.  This site is operated by The Body Shop International Limited (registered number 1284170, VAT number GB 543 9386 15) from its registered address at Watersmead, Littlehampton, West Sussex, BN17 6LS, UK.

Purchasing The Body Shop Products
Eligibility to order criteria:  You may only purchase products from The Body Shop Online Store:

  • Available for sale and details of which appear on The Body Shop Online Store;
  • For delivery to England, Wales, Scotland and Northern Ireland (Excluding PO box addresses) and
  • For personal use, either by yourself or by your intended recipient(s) of the products. The Body Shop reserves the right to decline any order that it has reasonable cause to believe is for onward sale other than through distribution channels approved by The Body Shop.
Details of the products available for purchase (including their price) are set out on The Body Shop Online Store. The Body Shop takes all reasonable care to ensure that all details, descriptions and prices of products appearing on The Body Shop online store are correct at the time when the relevant information is placed onto The Body Shop online store. Although every effort is made to keep The Body Shop Online Store as up to date as possible, the information appearing at a particular time may not always reflect the position exactly at the moment you place an order. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect price.

Ordering Products:
  • Once you have selected the products you wish to order, navigated through the checkout process and clicked on the ‘Submit Order’ button on the cart page.
  • Once you have clicked on the ‘Submit Order’ button, you have made a binding offer for the sale of goods. Your offer at this stage is still subject to our acceptance. In order that we may accept your offer, we obtain an authorisation from your Credit card company for the amount detailed on the order summary page. We are not taking funds from your card at this stage, although the amount available for you to spend will be reduced by the authorisation. This is a normal process with the banks. If your credit card should not give an authorisation, your order will not be processed further.
  • The Body Shop will e-mail you to confirm your product order has been received.
  • The Body Shop will e-mail you again to confirm that the products you have ordered are being shipped to you.
  • We are deemed to have accepted your offer, and a corresponding contract of sale for the products you have ordered is concluded between you and The Body Shop only upon those products being shipped to you, as detailed in the dispatch confirmation e-mail.
  • The Body Shop may refuse or be unable to process your order if:
    The product you ordered is discontinued or no longer available.
    Your credit card does not give authorisation for the payment of the purchase price
    You do not meet the eligibility to order criteria set out above.
    You want to ship to a freight forwarding company address for example Self Storage, Address Pal and Storage Wizard as they are unable to accept delivery.
    The Body Shop will not be liable to you for any loss or damage directly or indirectly resulting from such refusal or inability to process your order. 

Cancelling the Contract and Returns
1) Order Cancellation and Returns You are entitled to cancel your order if you change your mind, provided that you exercise your right no longer than 28 days after the day on which you receive the goods or services. This doesn't affect or limit your statutory rights if goods are faulty or not as described. 
When returning goods as part of an order cancellation, we will refund:
a. the full purchase price
b. the delivery charges (the cost for initial delivery to you)
Note: If you choose to cancel your order you will be expected to return the goods in your order to us in the same condition in which you received the goods. This is important for lipsticks and any other products which are not suitable for return due to health protection or hygiene. If such products are unsealed or opened by a customer, you will not be able to cancel the order for health protection purposes. This does not apply if the goods are unsealed when you receive them.
Except where goods are faulty, The Body Shop will NOT refund the return delivery charges (cost for returning goods to us) and if you fail to return goods to us we may charge you for the cost incurred in collecting them from you.
You will need to send the goods back to The Body Shop within 14 days after the day on which you cancelled your order (we do not need to receive them within 14 days; you just need to have sent them off to us within that time).

2) Damaged Or Faulty Products and Incorrect Orders
You may exchange your goods or obtain a full refund if the goods in your order are damaged or faulty upon receipt, or if the goods you have received are not the goods you originally ordered. When returning damaged, faulty or incorrect orders we will refund:
a. Full Purchase Price
b. Delivery Charges (the cost for initial delivery to you)
c. Return Charges (the cost for returning goods to us) upon the production of a receipt.
Alternatively we will arrange to collect your goods from you at our cost

When exchanging damaged, faulty or incorrect orders we will:
a. Dispatch replacement items to you free of charge
b. Refund return charges (the cost for returning goods to us) upon production of a receipt.
Alternatively we will arrange to collect your goods from you at our cost

We are under a legal duty to supply products that are in conformity with this contract and nothing in these terms will affect your legal rights. The UK Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality, if the products you buy are faulty then you may be entitled to a refund or replacement.

3) How To Return Your Goods
You may return goods purchased on The Body Shop Online store by contacting the UK Customer Care Center by email, phone or post (details below) or to a The Body Shop UK store (excluding The Body Shop franchise stores: Cambridge 1, Cambridge 2, Exeter, Horsham, Hove, Norwich, Plymouth & Sheffield). Any goods returned in-store must be accompanied by the Delivery Documentation to enable us to process the return.
Items purchased from The Body Shop Online store may not be returned to a store in the Republic of Ireland or any other country.

The following information will be required when returning your goods:
a. Confirmation Email containing your Transaction Reference Number

b. Delivery Documentation containing your Delivery Number, with the following sections completed:
1. List and description of goods to be returned
2. Reason given for returning goods

c. If returning goods by post to the UK Online Care Centre please also include:
1. Completed Returns Form
2. Receipts showing any return charges if you are claiming a full refund for damaged, faulty or incorrectly delivered goods (this does not apply for returns by post to the UK Online Care Centre for change of mind). If you are returning the goods by post to the UK Online Care Centre please note:
a. It may take up to 7 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 are advised to use a carrier that offers both traceability and insurance to ensure that the returned good will arrive back with us to enable us to process the return.

5) How To Contact Us. Our contact details can be found on our contact us page.

6) Liability The Products are supplied for domestic and private use only. TBS shall not be liable for any losses relating to any business of yours, for example, lost revenue, income or profits, lost data or any interruption to your business. You must follow any instructions we may give you in relation to the safe use or storage of the Products. Subject to applicable law, we will not be responsible for any damage to the Products which is caused by your failure to follow these instructions. There are certain responsibilities which The Body Shop cannot exclude by law and nothing in these Terms and Conditions of Sale limits or attempt to limit our to you:
  • for death or personal injury resulting from negligence.
  • Fraud
  • Any responsibilities that cannot be excluded by the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The Body Shop reserves the right to:
  • Modify or withdraw, temporarily or permanently, The Body Shop Online Store (or any part thereof, including product images or concerning the availability of products) with or without notice to you; The Body Shop shall not be liable to you or any third party for any such modification or withdrawal; and/or
  • Change the Conditions from time to time, and your continued use of The Body Shop Online Store (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using The Body Shop Online Store.
  • If The Body shop should change these Conditions, your order will be subject to the Terms and Conditions that were in force at the Date and time of you placing your order. Copies of the applicable past T&C are available by email from uk@customercare.thebodyshop.com.
  • Post purchase assistance - you may also contact the Customer Care Centre by sending an email to the above email address if you have any queries or concerns regarding your purchase.

The Body Shop product reviews (Omnibus policy)

We know that product reviews left by our customers are important because they help to inform other customers’ purchases. That’s why we take steps to help ensure that the product reviews left on our website are authentic and are written by genuine customers.

Authenticating reviews

Reviews are left by our customers in two ways. When a customer makes a purchase through our online store, they may be asked to leave a review after they’ve had time to try the product out. Alternatively, customers can leave a review at any time via the product pages of our website. Customers must log into their accounts to leave a review, helping us ensure that they’re real people and not bots, and they’re also asked to confirm that their review is genuine before they submit it.

We also ask our customers to be upfront about the fact they received the product for free, if this is the case.

Whilst we take reasonable and proportionate steps to ensure that reviews left by customers are authentic, we cannot completely rule out the chance that false reviews may be submitted.

Content moderation

All reviews left by our customers are independently moderated by our review partner, Bazaarvoice. Bazaarvoice use fraud detection technologies as well as analysis by their staff when monitoring reviews.

We publish all reviews left by our customers as long as they are relevant and appropriate. We may reject a review if it breaches our moderation guidelines. This may happen if, for example, a review includes inappropriate or abusive content.

We’ll never reject a customer’s review solely on the basis of a low star rating or a negative sentiment, and we don’t edit or correct customer reviews, so the words you see are their own.

The images of the Products on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Products purchased may vary slightly from images on our Website. The packaging of the Products may vary from that shown on images on our Website.

If any part of the Conditions is declared unlawful or unenforceable, then that provision shall be deemed deleted from the Conditions and the remaining provisions of the Conditions shall remain in full force and effect. English law applies to these Conditions and any dispute relating to the Conditions shall be settled by the English courts (or the courts of Northern Ireland, Wales or Scotland if you reside in one of those locations).