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Faq's

MY ACCOUNT

ORDER & SHIPMENT

PAYMENT

DELIVERY

RETURNS & EXCHANGES

TECHNICAL

PRODUCT RELATED

BULK QUERIES

EXPRESS SHIPPING

Love Your Body™ Club

LOVE YOUR BODY - LOYALTY MEMBERSHIP

MY ACCOUNT

  • How do I create an account with The Body Shop®?

    Registering with The Body Shop® is easy. You can create a unique account by going through the following steps: 
    1. Click on the ‘Login’ sign
    2. Click on the ‘Create An Account’ tab found on the Customer Login screen.
    3. Fill in your personal particulars on the account creation page.
    4. Click on the ‘Create An Account’ tab for account creation

  • What if I forget my password, how will I retrieve it?

    Click on ‘Forgot Password’ available at the sign-in page. Enter your email address and click on ‘Submit’. A set of instructions will be sent to your registered email to re-set your password. After your credentials have been verified, you will be able to create a new password.

  • How can I update/edit my shipping or billing address details?

    Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save them for future orders. In case of a confirmed order, if you wish to change the delivery address, contact our customer service immediately. The requested change will be carried out in case the order is not processed.

  • How will I view my order details and history?

    Please sign-in to ‘My Account’ to view your order history. Click on the order ID you wish to view to see the details.
    Please note that once you place an order, you will receive an email stating your order has been confirmed.

ORDER & SHIPMENT

  • How can I place an order?

    Once you have found the product(s) you want, it’s time to place your order!
    1. Sign in to your online account
    2. When ordering through the product screen, you can enter the quantity of products that you want in the quantity field and click ‘Add to Cart’.
    3. Clicking on the ‘Add to Cart’ button will take you to your Shopping Cart screen where you’ll see a list of the products you’ve selected, the price, quantity, subtotals and grand total.
    4. Once you’ve added all products into your shopping cart, click ‘Proceed to checkout’.
    5. Enter billing and shipping information.
    6. Choose your payment mode (Cash on Delivery or Credit Card Payment; in case of credit card order, mention you credentials. All orders worth Rs 50000 and above will only be entertained through credit mode of payment.)
    7. Review and submit your order
    8. Check your Order Summary. Once you place your order, you’ll receive an Order Summary containing your Order Number and confirmation on your email.

    We only accept orders for delivery in Pakistan.

  • I did not receive any sales order summary, what does that mean?

    An order summary acknowledges the order you placed. You should receive this order summary within one hour of placing your order. If you do not get your order summary within one hour, check your junk/spam folder. If you still haven’t received it, regardless, your order has been placed with The Body Shop®, you should call our customer support number to notify.

  • How will I know that you have received my order?

    Once your order has been logged, you will receive an email containing the details of your order. In this mail you will be provided with a unique Order ID, listing and price of the item(s) you have ordered and the expected delivery time. However, the order would be shipped only when payment verification is complete (in case of online payments) or verification of shipping address has been carried out (in case of Cash on Delivery).

  • What different order statuses can I face?

    1. On placing of order while awaiting payment: Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway. 
    2. On Payment confirmation: Payment Authorized, Order Processing: Authorization has been received from the payment gateway and your order is being processed.
    3. Order dispatched from warehouse: Order Shipped: Your order has been shipped by the seller and is on its way to the location specified by you for delivery.
    4. Order complete: Shipment received and transaction completed.
    5. Order Cancelled: The order was cancelled.

  • What is the difference between Order ID and Tracking ID?

    You will receive an email essentially in the order process: one on placing the order and one when your shipment is dispatched. Order ID is your unique order number which is given to you in the Order Summary on placing your order. 

    Tracking ID is sent to you when the order is dispatched from our end.

    P.S. Keep in mind, to track your order and its delivery status, you will use your Tracking ID to log on to courier website, not the Order ID.

  • Can I cancel my order?

    An order cannot be cancelled once it is confirmed from our customer support team. You may email our customer support at support@thebodyshop.pk or contact us through Live Chat specifying your order ID for order editing and order cancellation.

  • What happens, if the product ordered is out of stock?

    We apologize for the inconvenience that may be caused due to products marked out of stock, which are not available as we will be unable to fulfill the request immediately.

    In exigencies, in case your order has been accepted by us but your item is unable to be delivered, we will contact you within 2 (two) business days to discuss how you would like the order handled.
    If an item is out of stock, you may either contact our customer care department, they will guide you to place the best alternate; else you may visit our stores to find the product. The link to store locator can guide you to find your closest store.

  • Can I pre-order an item?

    You may only place orders for the products available on the website. In case of a launch of new product, you will be guided through the website and social media pages about the preordering possibility. 

  • Is there any minimum order quantity or value?

    There is no minimum order value required for placing an order. Shipping will be free on all orders above PKR 5,000. Below PKR 5,000, we will charge a nominal delivery amount of PKR 250.

PAYMENT

  • How shall I make a payment?

    The following payment options are available for your convenience:

    ● Cash on Delivery (for Pakistan orders below PKR 50,000)
    ● Online Payment (Visa Debit/Credit, Master Debit/Credit)
    ● Bank Transfer (For details, contact us via WhatsApp at +92317-1770990 or call us at +92-21-35580000-2. You can also email us at support@thebodyshop.pk)

    Please note: For orders above PKR 50,000, prepaid payment is required, and Cash on Delivery is not available.

  • Is it safe to use my credit/debit card to make payments?

    Yes. All payment information submitted by our customers is kept confidential. All Credit Card and Debit Card payments are processed over a secure encrypted connection, with the highest level of security and confidentiality. Only authorized personnel have the right to access this information.

  • What should I do if my payment fails?

    In case of a payment failure, make sure the Information passed on to payment gateway is accurate i.e. account details, billing address etc. If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on support@thebodyshop.pk or call us at 021-35580000-2 and inform us about your order ID.

  • How do I pay Cash on Delivery (COD)?

    You can pay through Cash on Delivery (COD) for transactions up to Rs. 50,000. Once all items you wish to purchase have been added to your cart, follow the steps below to pay with COD:
    1. Place order as prescribed in ‘How to place an order’.
    2. In the Payment Information form, select ‘Cash on Delivery’
    3. On delivery of the product, you’ll be asked for the required amount in cash and a receipt will be provided along with your purchase.

  • How secure is my credit/debit card information?

    Customer information pertaining to name, card billing details and shipping addresses are necessary to process any electronic transactions via credit/debit cards. These are essential inputs into the fraud detection mechanisms. All payment and shipping data presented by our clients is kept secure and classified. Only approved personal have the privilege to access this data. At no time will we share, lease or offer your own data without your consent.

DELIVERY

  • What is the delivery time?

    Local order delivery takes 3-5 working days, depending on the size and availability of the product. Orders are processed within 24 hours and are generally scheduled for delivery the following working day. Timely delivery is subject to availability of stocks and payment authorizations. In certain cases, we might request for some form of payment verification or source in order to process the order.

  • How do I check the delivery status?

    On dispatch, you will be provided a Tracking ID for your order through email or SMS. You can log on to courier’s website for local, insert your tracking ID and track your order.

  • If multiple items are ordered, will they be delivered altogether?

    Typically we ship all the items in one package, in case of issues you will be notified through our customer support. The payment for the order will always be in full at the time of delivery. Customers will be notified in case of any exceptions, and payments will be adjusted accordingly.

RETURNS & EXCHANGES

  • What is your Return/Exchange Policy?

    A product can only be returned or exchange if it was found damaged upon receipt. We will facilitate you with the exchange or in case where the product delivered was not as per your specifications or damaged. You can write us at support@thebodyshop.pk attaching the photographic evidence of the product received, picture of the invoice and our courier's (Leoapard) airway bill or call us at 021-35580000-2 and inform us about your order ID. The complaint escalation period is only within a day that is 24 hours after the product is received by the customer. No complain after the stated time frame will be facilitated.

    The products bought during sale can not be exchanged unless specified as above.

  • What if there is a defect in the order received, how should I inform you?

    In case of a defective item being delivered anywhere in Pakistan, The Body Shop® will have our courier partner pick the defected item in packed form. Pickup timings and date will be notified to the customer in advance. The pick up timings will be notified beforehand. However,  photographic evidence of the product received, picture of the invoice and our courier's (Leoapard) airway bill will be required through email on the customer service email id support@thebodyshop.pk or on Customer Support Live Chat. Upon receipt, The Body Shop® shall issue a replacement against the product mentioned in the Invoice. The complaint escalation period is only within a day that is 24 hours after the product is received by the customer. No complain after the stated time frame will be facilitated.

    The product has to be returned in the same packaging as provided by the brand to let the exchange process happen smoothly. In situations otherwise, the additional charges of product handling will be borne by the customer.

    No product/item ordered online can be exchanged at any of The Body Shop® Retail stores.

  • What are the cases in which returning an order or part of order is not possible?

    There are certain scenarios where it is difficult for us to support returns. Write to us at support@thebodyshop.pk in case you want to raise a dispute. The Body Shop® looks at each dispute on a case-by-case basis and tries to be fair to both parties. The scenarios which will less likely result in exchange are: 
    ● Return request is made outside the specified time frame
    ● Product is damaged because of use or Product is not in the same condition as you received it
    ● Products which are delivered during the sale (as per the customer's choice)
    ● Any item that has been opened
    ● Products with tampered or missing tags
    ● Anything missing from the package you've received including price tags, labels, original packing
    ● Gifts (missing items in it)
    ● Complaint has been received after the stated time frame (24 hours) for complaint escalation time frame will be facilitated.

  • What if I am not satisfied with the purchases I made?

    If your purchase is faulty, defective, damaged, or does not match the original specifications for the product or is found to be not the same as you had actually purchased, you can write us at support@thebodyshop.pk or call us at 021-35580000-2 and our representatives will make the best effort to facilitate you in the best way possible. The complaint escalation period is only within a day that is 24 hours after the product is received by the customer. No complain after the stated time frame will be facilitated.

  • What are the methods to return an item?

    The Body Shop® does not offer a return or “Money Back Guarantee” on purchased items. A exchange occurs in the unlikely situation where a defective or an incorrect item is received by the customer. A exchange will be processed only if the item sent back to The Body Shop® is not damaged by the buyer and has not been used/opened.

TECHNICAL

  • What if there is an error while placing the order?

    Kindly take a screenshot of the page where you experience the error, or copy the error message and send it to our Customer Support on the Live Chat or write us at support@thebodyshop.pk for further assistance.

  • In case of a technical issue on the website, is there any alternate to place an order?

    We encourage our customers to place orders on our website. Our expert technical team ensures that our website functions efficiently at all times however in case there is a technical issue with the website, we would request our customers to bear with us and retry once the issue is resolved. In case the issue persists, please email us at support@thebodyshop.pk or call us at 021-35580000-2.

  • Are your products authentic?

    All the products we sell are 100% authentic. All products are sourced from official channel of distribution from The Body Shop® International.

  • How can I tell if a product has been discontinued?

    If you are searching for a product and you can't find it on our website, it may have been discontinued. If you want to make sure, the best thing would be to pop into your local store as they will be able to tell you.

  • Do your products contain phthalates?

    None of our products contain any phthalates.

    For more information on the ingredients for individual products, see the ingredients tab on the product page.

  • Do your products contain parabens?

    Many studies have established that parabens are perfectly safe for use in cosmetics. Parabens are preservatives that are widely used in the cosmetics and household goods industries to prevent bacteria from growing in the products. However, some of our customers continue to express concern about their inclusion in our products. As a result, 80% of our products are paraben free so we can offer a broad choice for everyone.

    In addition, we are currently in the process of removing parabens from all of our products and are aiming to be paraben free over the next few years.

    If people are concerned about parabens, we have a large number of products that are paraben free.

  • Why does The Body Shop® claim to be 100% Vegetarian but not Vegan?

    At The Body Shop®, we use cruelty-free honey, beeswax, shellac and lanolin in some of our products, so we can’t state that these products are vegan. We are proud to say that no animal has been harmed in the harvesting of these materials!
    More than half of our products are vegan. 
    We source our cruelty-free Community Trade honey through our partners in Ethiopia and our beeswax from our partners in Cameroon. In these communities, the beekeepers are fondly known as “bee whisperers” because they use traditional, natural ways of working with the bees. They work in harmony with them to harvest the honey and beeswax, ensuring no bees are harmed or disturbed in the process. Like us, our supplier groups are committed to improving the livelihood of beekeeping communities in a sustainable way. They recognise the importance of preserving the forest to support the growth of bee population and help protect the future of their income.
    We work with partners who help protect the forest, and we are proud of the positive impact to biodiversity and to local communities that this sourcing brings. We are proud to enrich our products with these honey and beeswax and will continue to do so in the future.

  • Do your perfumes and products have an expiration date?

    Unfortunately, like most toiletries our perfumes do have an expiration date. 
    Most of The Body Shop® products have a shelf life of three years. 
    To double check this for a specific product, try looking on the label as it usually tells you the minimum number of months a product will remain safe for you to use once opened - it usually looks like a jar with its lid open, together with a number (e.g. 12M).

  • Do The Body Shop® products have a shelf life?

    Yes, all of our products have a shelf life of three years when unopened; once a product is opened and used its shelf life will vary. There is a symbol on each product which is a small pot with the lid slightly ajar and a number inside. This number refers to the number of months in which to use the product.

  • Do The Body Shop® products contain any toxins?

    We will never compromise on product safety. All our cosmetic products are safe to use.
    The Body Shop® uses ingredients that are carefully selected for their high levels of purity and consumer safety. The final formulated products are also rigorously tested for consumer safety and comply with strict international safety laws.
    We continually monitor scientific and consumer safety assessments of ingredients used in our products and pride ourselves on our safety record. People can enjoy The Body Shop®® products with confidence.

  • Can I recycle your packaging?

    Here at The Body Shop® we're always trying to use recycled materials so most of our packaging can be recycled - just check the products for the recycle logo.

  • I searched for a product online and it's not showing up?

    It may be that the product you're searching for has been discontinued or had a product code change. It may just be out of stock for a while but still be available in our shops. Type the description of the item into the search box to make sure, or visit or call one of our stores with the details as they may have the product available in store.

  • How do I review a product?

    We'd love for you to review a product! Reviews are a great way to help others know which product is right for them. To review a product you need to be logged in, so if you don't already have an account you'll need to set one up. This is quick and easy to do so it should only take you a few minutes.
    Once logged in, just go to the product you'd like to review, and look for the "review product" button underneath the product, as shown below:

  • Where can I find information on pricing?

    Prices for our products are stated on our website next to the product name.
    Please bear in mind that we may have different promotional activity on at different times.

BULK QUERIES

EXPRESS SHIPPING

  • What is Express Shipping?

    Express Shipping is an exclusive same day delivery service to facilitate our customer who wish to get their orders delivered within the time frame of a few hours. This is an ideal service for special occasions such as birthdays, wedding anniversaries and other special days to make the most of our Gift Sets and other products.

  • How can I place an order?

    Placing an order for Express Shipping is easy!

    All orders need to be placed before 2PM so that necessary arrangements can be made for same day delivery.

    Once you have made a list of all your desired items, simply call us at 021-35580002 directly and our support team would assist you with your order. Relevant personal information may be asked such as your name, your delivery address, contact number (s), items and total quantity you wish to order.

  • Can I cancel my order?

    An order cannot be cancelled once it is confirmed by our Support Team. If you wish to cancel any order, please inform our Support Team before 12 Noon so that cancellation request can be made with our Logistics Team.

  • What is the delivery time?

    All orders are processed after 12PM. Our teams take time to carefully pack your order into our secured packaging, which is then handed over to our team for accelerating the shipping process. At peak times, our shipment may be delayed until 6 PM but is normally delivered during the day shift.

  • What could be the reasons of delayed delivery of my order?

    Timely delivery is subject to availability of stock, courier load, weather conditions, political disturbances and other unforeseen situations. However, we try our best to provide all necessary support in case an order is delayed by any unforeseen circumstances. 

  • What if there is a defect in the order received, how should I inform you?

    In case of a defective items delivered in any of the serviceable areas, please send us a photographic evidence of the product received, picture of the invoice and courier airway bill on the customer support email id support@thebodyshop.pk. Upon receipt The Body Shop shall issue a replacement against the product mentioned in the invoice. The complaint escalation period is only within the day you have receive the order until 12 AM Midnight.

  • What are the cases in which returning an order or part of order is not possible?

    There are certain scenarios where it is difficult for us to support returns. Write to us at support@thebodyshop.pk in case you want to raise a dispute. The Body Shop® looks at each dispute on a case-by-case basis and tries to be fair to both parties. The scenarios which will less likely result in exchange are: 
    ● Return request is made outside the specified time frame
    ● Product is damaged because of use or Product is not in the same condition as you received it
    ● Products which are delivered during the sale (as per the customer's choice)
    ● Any item that has been opened
    ● Products with tampered or missing tags
    ● Anything missing from the package you've received including price tags, labels, original packing
    ● Gifts (missing items in it)
    ● Complaint has been received after the stated time frame (same day until 12 AM Midnight) for complaint escalation time frame will be facilitated.

Love Your Body™ Club

  • Are there any other benefits of being a LYBC member?

    Joining Love Yes! As a token of your loyalty, you can instantly earn 100 points upon registering at the Love Your Body™ Club. Besides this, we also offer Birthday Deal of earning 200 points if you are a member with us. A personalized greeting will be sent in the form of an SMS along with the Birthday Points on your registered mobile number to make your day.

  • How do I redeem my LYBC points?

    You can redeem your LYBC points in-store or online at thebodyshop.pk. Every 1 point you earn is worth PKR 1/- in rewards, which can be used towards future purchases.

  • Is there any point expiry?

    All points have a validity of 12 months. If unutilized/not redeemed, these points shall expire after one year of earning.

  • What is the return policy for LYBC members?

    LYBC members continue to enjoy our standard exchange policy of 14 days from the date of purchase, as long as the product is unused and in its original packaging. However, this is subject to our Return & Exchange policy as mentioned on the website.  
    In case of a return/exchange, Love Your Body™ Club point shall not be applied on the exchanged item.

  • Note:

    .The FAQs may vary slightly by country, but the general information about LYBC and its benefits should be consistent across all country websites of The Body Shop.

LOVE YOUR BODY - LOYALTY MEMBERSHIP

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