Frequently Asked Questions

The Body Shop x Natura

What is happening to The Body Shop?
The Body Shop has a new owner, Natura - one of Brazil’s best known natural beauty brands.

Who is Natura? Natura was founded in 1969 in Brazil with an ethical vision very similar to The Body Shop. We share the same DNA. The founders met Anita & Gordon Roddick and were inspired by their vision. They visited Natura in Brazil in 2002 when they were exploring natural ingredient sourcing. Today Natura have 7000 staff mostly based in Latin America and a further 1.9 million direct sales consultants; they also own Australian beauty brand Aesop

Why is this good news for The Body Shop?
Natura are true leaders in sustainability, with a strong commitment to protecting the environment, working directly with local communities to source natural ingredients – just like The Body Shop. We are excited about what the future brings – together with Natura we are on a mission to become the world’s leading experts on sustainability and beauty.

Is Natura cruelty-free?
Natura is cruelty-free. They do not allow testing on animals on any of its products or ingredients. Like us, they advocate the end of this cruel practice in the cosmetics industry.

What about L’Oreal? Do you still work with them?
We are no longer part of the L’Oreal group.

Are you pleased that you are now separate from L’Oreal?
We are excited about what the future brings with Natura



Love Your Body™ Club

What is the Love Your Body™ Club?
The Love Your Body™ Club is our loyalty membership programme that lets you collect points and be rewarded for every single purchase you make. The Club has plenty of perks too – like a special, one-off 20% birthday discount during your birthday month, exclusive offers, new product sneak peeks and invitations to exclusive events. To learn more, click here

Hang on, wasn't it called Love Your Body™? What’s the difference between Love Your Body™ and Love Your Body™ Club?
They are one and the same - Love Your Body™ has simply had a make-over! All of the benefits are exactly the same, so you can continue to collect points and attend exclusive events as you always have.

I still have the old Love Your Body™ card – are my points/vouchers still valid?
Absolutely. There has been no change made to your account or the programme itself aside from it’s lovely new look.

Do I need a new card?
Nope! You can keep your old card and use it just as you used to. However, you don't even need a physical card to claim points in store. Just tell a member of staff at the till that you're a Love Your Body™ Club member and they will be able to look up your account details. It's all done digitally!

Are online points different to in-store points?
Your points and account for online are exactly the same as in-store. The points you earn online can be used both in-store and online!

Can I use my $10 voucher online?
No, unfortunately this is not a feature we can support at the moment. But not to worry, you can redeem your vouchers by calling a store and placing a mail order with them. They can select your products, give advice, redeem your voucher and send your parcel all via the phone. For North Island mail orders, please phone our Napier store: 0800 652 030 or if you’re in the South Island please contact our Dunedin store: 0800 477 439.

How can I get and use my vouchers?
Just pop into your nearest The Body Shop store to you and let a staff member know you are an Love Your Body Club™ member. They can print off your voucher for you to use then and there, or to save for later visit. Alternatively, if you can’t make it in-store, you can phone up a store to complete a mail order, where they can print off your voucher remotely.

Can I use my birthday discount online?
You certainly can! During the month of your birthday (e.g. if your D.O.B. is the 15 August, then you can claim your discount anywhere between the 1 August to 31 August) log into your account and add your desired products. As you shop, a pop-up will appear to ask whether you would like to apply your 20% birthday discount! Please make sure that your date of birth is registered on your account so that this feature is enabled.

I got a card in-store, how can I use it online?
To guarantee you enjoy all the Club’s perks, you’ll need to link your Love Your Body™ Club card number to your email address. Your card number is the long number listed beneath the barcode on the back of your card. Pop these details into the fields provided on this page. This will ensure you will collect points as you spend!

I forgot my password. What can I do?
It happens to the best of us – just click here to reset your password.



Delivery

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)



Ordering

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.