The Body Shop believes in honest reviews that help our customers to make informed choices when purchasing our products. This policy explains how we manage reviews on www.thebodyshop.com and what steps we take to ensure they are transparent and accurate.

WHO CAN SUBMIT A REVIEW

We welcome reviews about your experience with The Body Shop and our products and services. We send all our customers who have made a purchase from us an invitation to submit a review by email. You must be over 18 to leave a review.

INCENTIVISED REVIEWS 

Sometimes, we might share our products for free in exchange for an honest review. These reviews are known as "incentivised reviews". When we publish incentivised reviews, we will label them with an "Incentivised Review" badge or similar label so that you know they were provided as part of an incentive.

HOW TO LEAVE A REVIEW

You need to follow the link in your review invitation email and then complete our review form, which will ask you to share your experience of using the product.

REVIEW GUIDELINES

To ensure The Body Shop is able to publish your review, please:

• Ensure your review reflects your genuine experience, including both positives and negatives.
• Do not use your review to manipulate ratings.
• Do not include any personal information within your review, for example, do not include full names or addresses.
• Ensure your review complies with our Terms of Use, for example, it must not be obscene, offensive, harmful or defamatory.
• Ensure your review does not relate to a product or service you are connected with, for example, because you (or someone in your family) has a financial interest in or works for The Body Shop.

We want you to share your experiences of The Body Shop's products with others. However, if you just have a question for us, either about the review process, our website, or need help with any of our products or services, please contact our customer service team directly via Contact Us.

HOW WE DISPLAY REVIEWS

• Reviews for our products and services appear on our website (and possibly our social media channels, and other advertising communications) with your name. Someone reading a review by you can see your other reviews on our site
• We publish all reviews that comply with our review guidelines, whether positive or negative, with the most recent showing first.
• Reviews provided in response to a review invitation email from us will be clearly labelled as "Verified Buyer".
• We create overall star ratings for products by averaging the ratings (both incentivised and non-incentivised) received.
• You can search reviews for specific terms or filter them according to rating, whether or not the reviews have any media attached and country.
• We provide an artificial intelligence generated summary on our website of reviews for each of our products. To generate this summary, you can click on the "See reviews summary" button, which will then provide a summary of the popular topics referred to by customers in their reviews.
• We ensure reviews reflect our current products and will discontinue reviews where this is no longer the case.

HOW WE CHECK FOR AND DEAL WITH SUSPICIOUS REVIEWS

Steps we may take to check for suspicious reviews include:

• Fake reviews: We check and verify reviews by using our automated systems to flag any unusual review activity, for example, rapid submissions, identical/repeat text, or other suspicious behaviour.
• Moderate reviews: We use a specialist independent company (Yotpo) which provides artificial intelligence powered moderation, spam and profanity filters, to help us to identify potentially fraudulent, or inappropriate content.
  

If our monitoring suggests that a review does not comply with our review guidelines, we will promptly investigate and may immediately remove it or not publish it, where it has been detected before publication. We will do this where we are certain the review is non-compliant, or pending further investigation.

If we remove a review or are investigating it, we will not count it towards any aggregated review score.

Steps we consider taking where a product or service has attracted fake reviews include:

• Warning consumers that the product has received fake reviews.
• Hiding all reviews (whether genuine or fake) for the product or service.
• Ceasing to list the product (and other products from the same supplier) for sale.
• Notifying the Competition and Markets Authority and / or other appropriate authority if we consider the supplier is systematically breaching the law in relation to fake and misleading reviews.

PLEASE REPORT SUSPICIOUS REVIEWS TO US

If you think any review is fake or otherwise doesn't comply with our review guidelines, please report this to us via Contact Us

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