Frequently Asked Questions


Where is my order?
All goods are dispatched from Wellington, New Zealand and are delivered by track and trace courier. At the time of collection from our warehouse you should receive an email with your track and trace link. The email will also include instructions on who to contact if you are not happy with your delivery.

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 to arrange a new delivery address. Due to the small window of opportunity to change a delivery address on an order already placed, we would advise that you call us during office hours 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 take extra care when selecting your delivery address.

Where can you deliver orders?
We can only send orders to addresses within New Zealand. 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 nationwide standard delivery at a flat fee of NZ$7.50 (incl.GST). Our orders are delivered using track and trace courier and require a signature. All orders should arrive within 1 to 3 working days (rural deliveries may take longer).

Can you deliver to PO Boxes?
Not at this time. All our deliveries require a signature for proof of delivery.

Is there an additional charge for rural deliveries?
No, we offer a nationwide standard delivery at a flat fee of NZ$7.50 (incl.GST)


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 details 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 Care Team 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 our Customer Care Team as soon as possible on 0800 820 083. Please note, even at this time we are unable to guarantee successful cancellation of the order and advise that you 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 0800 820 083 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 Visa or MasterCard. We can not currently accept Gift Cards that have been issued by The Body Shop New Zealand. We do not accept EFTPOS cards, cheques or money orders online.

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

Is GST included?
Yes, we will charge GST (Goods & Services Tax) on all online orders. All prices shown are GST inclusive.

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 or junk email folders before contacting us.

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 we would like to know. Please see our Returns and Exchanges Policy.

Gift Cards

• Gift Cards may be purchased in-store or online and may be used as full payment for any goods purchased from The Body Shop New Zealand.
• The funds on the Gift Card cannot be redeemed for cash at any time.
• No cash refunds are available for goods purchased with a Gift Card.
• 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 Gift Card scheme with not less than three months prior written notice. We will highlight any amendments or discontinuation through signage in our stores, and on our website.
• We cannot replace the Gift Card if lost. Please treat the Gift Card as you would cash. Gift Cards are issued by The Body Shop New Zealand.
• Values stored on Gift Cards are non-refundable.
• Gift Cards may be used over several transactions as long as there is value remaining on the card.
• Gift Cards are valid for 12 months from the date of issue.

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 Care Team.

Your Account

How can I change my details?
You can change your details any time by logging into My 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 My Transactions on the My Account page and select the order you want to check.

Contact Us

You can contact us via email or on our 0800 number during business hours (Mon – Fri 9am – 5pm) on 0800 820 083. Our dedicated staff will endeavour to respond to your questions or concerns as quickly as possible.