Frequently Asked Questions


Where is my order?
All goods are dispatched from Melbourne, Victoria, Australia and are delivered by Australia Post. Most orders are dispatched from our warehouse within 1-3 business days. Upon dispatch we will send you a notification email and your order should arrive within 3-7 business days. Please note it can take longer to WA, remote and regional areas. Please note that we rely on our delivery partners to successfully deliver within their recommended service time frames.

Special Delivery Items
Due to Australian shipping regulations, we are required to delivery all hazardous items with atomizers or sprays by 3-10 day road service, and cannot be sent via air express. Product items classified as hazardous include – Body Mists, Room Sprays, Eau de Toilette, Eau de Parfum and some Gifts. Please note that a physical address is required for all hazardous items.

How can I change my delivery address?
Once an order has been placed, providing it has not been picked ready for dispatch you can contact us. Due to the small window of opportunity to affect any requests to change a delivery address on an order already placed, we would advise that you call rather than email to ensure your request is dealt with urgently. We are unable to guarantee any address change requests will be carried through successfully and we advise you to please take extra care when selecting your delivery address.

Where can you deliver orders?
Currently, we can only send orders to addresses within Australia, we are unable to ship to International addresses but we may have a website in your country. If you need to locate a different country website please click here.

What are your delivery charges?
Currently, we offer standard delivery at a flat fee of AU$8.95 (incl.GST). Gift Card only orders will be sent via Express Post. Orders over $100 in product value will be delivered free of shipping charge. Special offers may apply to free shipping. Check offers page for details.


Is my online payment secure?
The Body Shop website uses GeoTrust® as our security partner. GeoTrust® SSL delivers 256-bit encryption and their internal data systems are PCI security standard compliant to keep your information secure.

Why was my order payment rejected?
There are various reasons why this may have happened but we suggest the following step. Firstly, check with your bank to ensure there are funds available to pay for your order. Secondly, check that your credit card information is 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. Thirdly, check that your name and address match the name and address on your current credit card.

I cannot complete my registration, what do I need to do?
Contact us, detailing the problem you have encountered and our Customer Service advisors will be happy to assist.

I forgot my password, what can I do?
If you have forgotten your password, you can request your password to be sent to the email address you have previously registered with The Body Shop by clicking the Forgotten Password link. You will be taken to a page where you can enter your email address and a temporary password will be sent to you. We strongly recommend that you change this at your earliest convenience.

How do I make changes to my order?
Changes to the contents can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, we regret to advise that no changes can be made to the contents of the order. If you have selected the incorrect products, please review our returns procedures. Once the order has been completed, there is a limited opportunity to cancel the order with us. If you wish to do this, please call Customer Service immediately. Please note, even at this time we are unable to guarantee successful cancellation of the order and advise that you please check your order carefully before you confirm.

What if an item is out of stock?
If an item is out of stock and you wish to do personal shopping, please use the store locator to find a store near you and call ahead to confirm that they have your desired product available.

Can I place my order over the phone?
Yes, we are happy to take your order over the telephone, please contact us on 1800 065 232 where our operators will be happy to help you. There might be certain products and promotions not available when ordering over the phone, but we can usually advise on suitable alternatives.

What payment types do you offer?
You can pay for purchases using a major credit card, including Visa, MasterCard and American Express and Pay Pal. We also accept Gift Cards that have been issued in Australia. We do not accept debit cards, cheques or money orders.

Can I use my gift card or certificate online?
Gift cards issued in Australia are redeemable online and in store. They cannot be used overseas.

Can I ship to multiple addresses?
We are unable to ship to multiple shipping addresses per order. If you'd like to ship to multiple addresses, please place a separate order for each unique address.

Is GST included?
Yes we will charge GST (Goods & Services Tax) on all online orders.

I am having some issues on the site, what advice can you give me to successfully place my order?
Please contact us and we will be happy to talk through the order over the phone and identify how to overcome any issues you may be experiencing.

How will you confirm my order?
When your order is received, we'll send you an email confirming your order. If for any reason you have not received this email, please check your spam and / or junk mail folders.

Complimentary Gift Message *Currently Unavailable
You can add a free personal gift message to any order. During checkout, you will have the opportunity to create a personalised message.

Returns & Exchanges

What is your Online Return Policy?
We believe strongly in our products and their quality and want you to be completely happy with your purchase. If you are disappointed in any way; or should you receive damaged or faulty product; or receive an incorrect order please contact us within 30 days of purchase via phone: 1800 065 232 or email. All refunds will be made by method of payment, excluding delivery costs. We cannot accept returns on Gift Cards.

Your product can only be returned in the country it was purchased, however, goods purchased online can be returned either online or in-store.

If returning to store please make sure you have your invoice with you, if this document is not presented the store will not be able to process your exchange or refund for you.

The following information is required when returning your goods via post:

  • Confirmation email containing your Order Number
  • Invoice containing your Delivery Number
  • List and description of goods to be returned
  • Reason given for returning goods
  • Please contact our Customer Service team prior to sending the goods back

If you're returning the goods by post please note:

  • It may take up to 10 working days for your parcel to reach us
  • Returned items will be processed within two (2) working days of receipt
  • Reasonable care must be taken when packaging the parcel so that goods are not damaged in transit
  • Consider using a carrier that offers both traceability and insurance.

Can I return items purchased during an Online Clearance
No ‘change of mind’ returns allowed on sale items. For more information on sale product returns please contact our Customer Service team on 1800 065 232 or via email.

Gift Cards

  • e/Gift cards may be purchased online or in-store and may be used as full payment for any goods purchased online or in-store within Australia.
  • e/Gift Cards cannot be used for purchase of goods at a The Body Shop At Home party.
  • The e/Gift Card will retain its balance in perpetuity, subject to the terms below.
  • The funds on the e/Gift Card cannot be redeemed for cash at any time.
  • No Refunds are available for goods purchased with the card.
  • To check the balance on your e/Gift Card, simply enter the e/Gift Card Number here.

  • We reserve the right to share transactional information with any law enforcement body if requested.
  • We reserve the right to amend these Terms and Conditions, or terminate the e/Gift Card scheme with not less than three months prior written notice. We will highlight any amendments or discontinuance through signage in our stores, and on our website.
  • We cannot replace the e/Gift Card if lost. Please treat the e/Gift Card as you would cash. Gift Cards are issued by The Body Shop Australia, Chadstone, Melbourne, Australia, 3148
  • Values stored on e/Gift Cards are non-refundable.

Corporate Orders

The Body Shop has the ability to meet corporate gift needs whether it is rewarding staff or purchasing gifts for clients. For further information, please contact our Customer Service team.

Your Account

How can I change my details?
You can change your details any time by logging into your account, and editing your profile.

Where can I find my order history?
To find a history of all the orders that you have placed, or the status of a current order, go to ; order history and select the order you want to check.

Contact Us

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