Help

Customer Service Contact

You can contact us via email at any time on customerservice@thebodyshop.com.au or on our toll-free number during business hours (Mon – Fri 9am – 5pm AEST) on 1800 065 232. Our dedicated staff will endeavour to respond to your questions or concerns as efficiently as possible.

Delivery Times

All goods are despatched from Melbourne, Victoria, AUSTRALIA and are delivered by Australia Post. Delivery time will vary according to your location, so please allow 5 – 7 working days for your order to arrive. However, some remote locations may take longer. Please contact us if your order does not arrive within 3 weeks.

How much will it cost to ship my order?

The Body Shop Australia only charges a flat fee of AU$8.95 (incl. GST) to ship your order. Gift Cards are charged AU$4.50 shipping charge. Orders can only be shipped to Australian locations. Orders over $150 in value will be delivered free of shipping charge. NOTE: Free delivery applicable to personal shoppers only and does not apply to Corporate Orders.

What payment methods do you accept?

thebodyshop.com.au accepts the following major credit cards: Visa, Mastercard, American Express or Diners and also Gift Cards that have been issued in Australia.  Paper-based gift certificates are only redeemable in stores. We do not accept debit cards, cheques or money orders.

Is there GST?

Yes, thebodyshop.com.au will charge GST (Goods & Services Tax) on all online orders.

Where can you ship orders?

thebodyshop.com.au can ship orders within Australia. We're sorry, but we do not ship to international addresses.

Can I use my gift card or certificate online?

The Body Shop gift cards are plastic cards with a magnetic strip on the back similar to a credit card and are redeemable in our retail stores in Australia and also online at www.thebodyshop.com.au.  They cannot be used overseas.

What if an item is out of stock?

If an item is out of stock, it will be shown as “Temporarily Out of Stock”. If you wish to do personal shopping, use the Store Locator to find a store near you and call to confirm that they have your desired product in stock.

How do I return an item?

At The Body Shop, we want you to be completely happy with your purchase. We believe strongly in our products and their quality. But if for any reason you aren't satisfied, please contact us within 30 days of purchase via phone on 1800 065 232 or email customerservice@thebodyshop.com.au to arrange the return of your goods. All refunds will be made in the original method of payment, excluding delivery costs. We're sorry, but we cannot accept returns on Gift Cards.

To return an item by mail:
Please contact Customer Service using the contact details listed above.

To return an item to a store:
You can return items to any of our retail locations. With a receipt, The Body Shop can refund your credit card. Without a receipt we can offer you store credit. You can use the Store Locator to find a store near you. For more details on store returns, see our Returns and Exchanges Policy. 

Shopping

Product Availability

Shopping at thebodyshop.com.au is fun and fast. If a product is temporarily out of stock, it will be shown on as “Temporarily Out of Stock”. You may notice that the range of products available online is a little smaller that in stores. It is our goal to always feature a high percentage of the Australian product range but on occasion product availability, ship ability and suitability prevents us from doing so. If you are unable to find your favourite product , call us on 1800 065 232 during normal office hours (Melbourne time) or email us and we will advise you specifically if that product can be posted to you.

Product Information

There's a Product page for each item offered at thebodyshop.com.au. While on a Product page, you can order a product, read its complete description, and get other important information. Here's what you'll find:

• Ingredients: Click "Key Ingredients" to see the major ingredients that make The Body Shop products unique. Click "All Ingredients" for a comprehensive list of ingredients for an item.
• Colour choices: Choose your favourite colour.
• Price: Prices for various sizes are listed on the page. Online prices are the same as store prices.
• Instructions for use: Get tips on how to get the most out of each product.
• Favourites: Click "Add to Favourites" to add this item to your Favourites list.
• Community Trade Information: Read about product ingredients from small producer communities around the world that supply The Body Shop with accessories and natural ingredients.

On the Product Page you can also view related products that "We Also Recommend".

Using Search

Type an item, ingredient, or category in the Search box at the upper right of any page of thebodyshop.com.au to get a list of products that match your search. Each product is listed with a picture, price, and other details.  Search Tips - If you're not getting the search results you expected, please check the spelling of the item. Or type multiple words to focus your search. For example, to search for a lotion that contains aloe, type "lotion aloe" in the Search box.

Shop by Product Category

You can shop by product category using the links found on across the top of most pages. Each product category contains a number of sub-categories to refine the category content. The product categories are:

• Make-up
• Body & Body
• Skin Care
• Men's
• Fragrance
• Hair
• Gifts
• Shop by Category

Community Trade Information

The Body Shop Community Trade program is a demonstration of our core values. We purchase good quality products and ingredients at a fair price and our suppliers get a sustained source of income that can be used for improving education or sanitation, building homes and modernising farming methods. Look for the Community Trade badge on product pages while you shop.

Shipping

Shipping Charges and Delivery Estimates

The Body Shop Australia only charges a flat fee of AU$8.95 (incl. GST) to ship your order. Gift Cards are charged AU$4.50 shipping charge. Orders can only be shipped to Australian locations. Orders over $150 in value will be delivered free of shipping charge. NOTE: Free delivery applicable to personal shoppers only and does not apply to Corporate Orders.

Shipping Rules and Restrictions

thebodyshop.com.au can ship orders only within Australia. We're sorry, but we do not ship to international addresses. We will process orders to ship Monday – Friday, excluding Australian public holidays. All goods are despatched from Melbourne, Victoria, AUSTRALIA and are delivered by Australia Post. Delivery time will vary according to your location, so please allow 5 – 7 working days for your order to arrive. However, some remote locations may take longer. thebodyshop.com.au is able to ship to one shipping address per order. If you'd like to ship to multiple addresses, please place a separate order for each unique address.

Order and Shipping Confirmation E-mails

When your order is received, we'll send you an e-mail confirming your order.  All packages are sent via Australia Post. You can also find you order status and history information by going to My Account and reviewing your "My Orders".

Gifts & Gift Cards

Gift Packs

thebodyshop.com.au makes gift giving easy. You can purchase a gift pack by clicking "Gifts" on the upper menu of any thebodyshop.com.au page. The Body Shop offers a number of specially packaged gift packs that showcase products in a particular category, such as body or skin care. With a wide range of prices and a fun selection of products, there's lot to choose from. You can shop for gift packs by recipient, price, or category.

Complimentary Gift Message

You can add a free personal gift message to any order. During checkout, you will have the opportunity to create a personalised message which will then be added to a small gift card.

Gift Cards

You can purchase gift cards online that can be redeemed at The Body Shop stores and also online at www.thebodyshop.com.au. Gift Cards CANNOT be redeemed through The Body Shop At Home party plan service. You'll find Gift Cards in the ‘Gifts” section of thebodyshop.com.au. You can select from various preset amounts. When you order a Gift Card on its own, we'll send it out via Australia Post for a flat fee of AU$4.50. If your Gift Card is part of a larger order, we'll include it in the shipment and charge the standard AU$8.95 shipping fee.

Warning

We have received complaints from members of the public in relation to the offer of The Body Shop Australia by mygiftrewards.biz, which appears to be operating out of the US. There is no association between The Body Shop and the US site, and we encourage customers who have had problems with that site to contact Consumer Affairs Victoria by visiting their website www.consumer.vic.gov.au or phoning 1300 558 181.

 

Ordering

Using Your Cart

While you're shopping, you can click "Add to Cart" to place items in your shopping cart. You can always see what's in your cart by clicking "View Cart" in the upper right corner of most pages. The items you selected will be saved until you're ready to purchase them. If you're logged in to thebodyshop.com.au, you'll also see items that you placed in your cart (but didn't buy) from previous logged in shopping sessions. From the shopping cart, click "Check Out" to purchase items in your cart or "Continue Shopping" to browse thebodyshop.com.au for more items.

Favourites

Replenishing your favourite products is simple. Add items to your Favourites list and thebodyshop.com.au will maintain your shopping list for future visits. You can view and edit Favourites in the cart or in My Account.

Payment Types

You can pay for purchases on thebodyshop.com.au using a major credit card, including Visa, MasterCard, Diners or American Express. You will need to enter your credit card information each time you place an order.

GST

thebodyshop.com.au will charge GST when you shop online. GST will be calculated and added when you place your order.

Changing an Order

You can change an order, adjust a quantity, or cancel an order at any time before you click "Place Order" on the final checkout page. After that, if you have a problem with an order, please contact Customer Service.

Order History and Order Status

To find a history of all the orders that you've placed, or the status of a current order, go to My Account, then click "My Orders".

International Orders

Although thebodyshop.com.au will accept orders from international locations, we can only ship to addresses within Australia.

 

 Technical Support

Enabling Cookies

Cookies are small bits of information that a web site stores on your computer and are usually enabled by default. At thebodyshop.com.au, we use cookies to personalise your shopping experience when you aren't logged in to thebodyshop.com.au. For example, cookies allow us to save items in your Cart between online sessions. Once you are logged in, you don't need to have cookies enabled for your shopping session at thebodyshop.com.au. If you've disabled cookies in your browser, follow these directions to enable cookies.

To enable cookies in Internet Explorer:
1. On the Tools menu, click "Internet Options".
2. Click the "Privacy" tab.
3. Either pull the slider all the way to the bottom to accept all cookies, or
4. Click "Advanced" and check "Accept" under both First-party Cookies and Third-party Cookies.

To enable cookies in Netscape 7.0:
1. Select "Preferences" from the "Edit" pull-down menu at the top of your browser window.
2. Select "Privacy and Security".
3. Select "Cookies".
4. Click "Enable all Cookies" on the Cookies page.
5. Click "OK".

Your privacy is important to us. Read our Privacy Policy for more information about how thebodyshop.com.au uses cookies to support your shopping experience.

Trouble with Ordering

If you have trouble placing an order, please take a minute to go through this quick checklist before you call Customer Service:

• Do you have cookies enabled for your browser? Use the instructions under Enabling Cookies to make sure.
• Is the item out of stock? If an item is out of stock, the order won't complete. Please try again with another item.
• Is your credit card information valid and up-to-date? If you were recently issued a new card, some of the information may have changed. Please confirm your credit card type, number, and expiration date, and try again.
• Does your name and address match the name and address on your current credit card? Please go over your personal information, update it if necessary, and try again.
• Was your Internet connection disconnected? You must stay logged in until we receive your order. Please don't log off until you click Place Order and receive a Thank You email with your order number.
• Did you log out of thebodyshop.com.au while placing your order? If you decided to get some information on a product or go to another website, you may have accidentally logged out of thebodyshop.com.au before the order was complete. Please log in again and place the order.
• If you are still having difficulty placing your order, you can contact us during business hours (Mon – Fri; 9am – 5pm AEST) on 1800 065 232.
   

Corporate Orders