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’.
DELIVERY AND RETURNS
Free Delivery when you spend £35: Stay at home and we'll come to you – if you need to stock up on essentials, or to send a gift to a loved one, delivery of your online orders is now free from £35. We’ve extended our returns policy to 60 days. We’re working closely with Royal Mail and DPD to ensure contact-free deliveries are carried out so that we can provide a safe and reliable service to you. Some of the measures currently being taken include:
Hand-held devices for signature on delivery will not be handed over on delivery – instead, the name of the person accepting the item will be logged.
For parcels delivered by Royal Mail that won’t fit through letterboxes, the item will be placed at the door. Having knocked on the door, the delivery person will then step aside to a safe distance whilst the item is retrieved. This will ensure that items are delivered securely. If you are unable to come to the door then will be issued with a card, advising you of other ways you can arrange to get your item.
For larger orders, DPD also offers in-flight options once your order is on its way to you, so that you can re-direct your parcel to be left in a safe place. You can select this option when you receive the text message or email telling you that your parcel is on its way.
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
The Body Shop is delighted to donate 25,000 units of soap and 25,000 units of Hemp Hand protector to the tirelessly brilliant NHS nurses, doctors, support staff and volunteers at the temporary hospital at London’s ExCel centre. We will be donating a further 25,000 pieces to those hospitals being set up in Birmingham, Manchester and Glasgow.
We really hope these donations will help provide these wonderful people even the smallest amount of time to care for themselves when they are spending so much time caring for others. And to know that we really do appreciate the amazing work they are doing for us all. #TimeToCare
WE'RE HERE TO HELP
We’re working really hard to get though all of your queries. At the moment we are responding to emails as quickly as possible and our live chat and phone wait times are longer than usual. We’re really sorry for any inconvenience!
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 Twitter, always tagging @thebodyshop to make sure we see your message. Stay in touch!
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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:
New store opening hours to help our teams travel safely.
We’re limiting the number of people allowed instore.
Our teams will be following social distancing and there will be 2m floor markings.
We’re encouraging contactless card payments.
Our teams will still be smiling (as always) but they’ll be wearing masks and gloves.
There will be no skincare consultations or product demonstrations for the time being.
Testers have been reduced to sprays and pumps.
Hand 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.