Order Queries
How will you confirm my order?
When your order is received, we will send you a confirmation email. Then, when your order is dispatched, we will send you a dispatch confirmation. This will include the following information:. If you placed your order through your The Body Shop accou
How do I know if my order was completed successfully?
When you complete an order online, you will see a page showing your order confirmation. You will also receive a confirmation email within 24 hours. If you placed the order through your The Body Shop account, you can track its status in the My Account
Can I place an order without creating an account?
Yes - you can place an order as a guest without having to register an account. You can make this choice at checkout. We will still need to take a few details like your email and address so that we can process the order, but that's just so we know whe
How do I make changes to my order?
While placing your order, you can edit and make changes to it at any point.Once you have confirmed your order and made payment, no further changes can be made.If you have selected incorrect products or are no longer happy with the purchase you have m
Can I cancel my order?
If for any reason you wish to cancel your order, please contact our Customer Care team using the chat icon. Please note, once your order has been placed, there is only a 20 minute window in which we are able to cancel it. Please make sure you check y
What if an item is out of stock?
If an item is out of stock, we'll happily send you an email when it's back in stock. Simply click 'Sold out - notify me when it's available' on the product page and supply your email address so that we can notify you when the item becomes available.
Can I check if a store has a product in stock?
Please call your local store to check product availability, our instore team is always happy to help. Find your local store here.
I have had an unexpected error when trying to complete my order, what should I do?
Oops! Sometimes things don't go to plan. If you experience a technical difficulty while trying to complete your order, try logging out of the website, then close and restart your internet browser. If you're still having trouble, please use the chat i
Do you have an app?
Unfortunately, we don't currently have an app. You can still shop on the go using our mobile website!
Where can I find your terms and conditions?
You can find our terms and conditions here. Alternatively, you can use the link in the footer of our website.
Why haven't I received an email to confirm my order?
If you haven't received an email to confirm your order, don't panic! It can take up to 1 working day to receive your confirmation email. In the meantime you can view your order after 7pm by logging into My Account and looking under Order History.
Have I been charged for my order more than once?
If you have tried to place the same order more than once, you may have placed multiple orders. Please check whether you have received more than one order confirmation email (this may take up to 1 working day to arrive). Alternatively, if you have an
Do your prices include VAT?
Yes, the prices on our website always include VAT where applicable. As goods are dispatched from our warehouse in the United Kingdom, UK VAT rates always apply.
Can I get a VAT refund for my orders if I live in the Channel Islands?
Where we can establish proof of delivery, we can arrange VAT refunds. Please contact us so we can arrange this for you.
Can I reclaim VAT if I live abroad?
While VAT reclaiming is possible for products purchased in store, it is not available for online purchases.Please contact us to find out more.
Can I reclaim VAT if I live in the Isle of Man?
Yes, you can. Please contact us for more information.
Why isn't my delivery address recognised when I enter it at checkout?
If you enter your address and it is not recognised, you can override this by manually entering your delivery address.
How can I amend my delivery address when checking out via PayPal?
If you checkout on our website using PayPal, please be aware that the address used for your delivery will be automatically pulled through from the default address on your PayPal account. When you checkout and select the option to pay via PayPal, you'
Can I amend a gift message?
Gift message is currently unavailable. We’re working hard to bring this back soon.
Do you offer a gift wrap service?
Please note, our gift wrap service is currently unavailable. We’re working hard to bring this back soon.
What should I include when contacting about a missing item?
Sorry to hear that this has happened. Please include any pictures you have of the box(es) the order was delivered to you in. This will support us with responding as quickly as possible.