The Body Shop Parcel Not Delivered or Refund Refused? UK Guide
The Body Shop ships through several UK parcel couriers. The Consumer Rights Act 2015 makes The Body Shop responsible for delivery into your physical possession, so it cannot redirect a missing-parcel claim to the courier it chose.
Who delivers your The Body Shop order?
The Body Shop typically uses: Evri, Royal Mail, DPD. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with The Body Shop, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on The Body Shop to deliver into your physical possession.
The Body Shop contact and returns
- How to contact
- The Body Shop on 0800 092 9090 (Mon-Fri 08:00-18:00), customerservice@thebodyshop.com, or live chat. Freephone, so the call costs nothing from a UK line.
- Returns policy summary
- The Body Shop accepts returns within its published window, with in-store returns available for online orders. Opened cosmetics are usually excluded for hygiene reasons.
How to claim a refund from The Body Shop
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact The Body Shop via The Body Shop on 0800 092 9090 (Mon-Fri 08:00-18:00), customerservice@thebodyshop.com, or live chat. Freephone, so the call costs nothing from a UK line. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If The Body Shop refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
The Body Shop delivery FAQs
Is The Body Shop legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (The Body Shop) is responsible for the goods until you take physical possession. The Body Shop cannot redirect you to the courier because your contract is with The Body Shop, not the courier.
How long does The Body Shop have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My gift set arrived with items missing from the box.
Claim the missing items under Section 29 of the Consumer Rights Act 2015. Photograph the set, its packaging and the label before unpacking further, and ask The Body Shop for the packing record.
The Body Shop says the courier is investigating. How long is reasonable?
Allow a defined period, not an open one. Five working days is a fair ask. Put the deadline in writing and say you will escalate to your card provider if it passes without resolution.
Can I return an online order to a Body Shop store instead?
Stores handle returns of goods you received. They cannot investigate a delivery that never arrived — that goes to the online customer service team.