FAQS
DO YOU HAVE A LIVE CHAT SERVICE?
WHAT IS A "GIFT WITH PURCHASE"?
Sometimes we offer a promotion in the form of a free or a discounted item conditional upon the purchase of one or more other products. For example, “3 for 1”, or “buy 2 get one half price” or “your free gift when you spend $50”.
If you are having trouble with a promotion code, please check that you have qualified for the promotional code you are trying to use. For example, some products are excluded from promotions where you may have to spend a certain amount to qualify for a discount or free gift with purchase. For example, if particular products are excluded from a promotion (which will be identified in the terms and conditions) they would not be counted towards a required spend. e.g. spend $50 and receive a free gift.
Also please note that shipping costs are not included in any spend requirement for a promotion.
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DO YOU HAVE A FACEBOOK PAGE?
Yes, we do have a https://www.facebook.com/Gloomier-Skincare-230507395033784You can follow us to stay up to date on new product launches, exclusive Facebook competitions and inside information from behind the scenes at The gloomier skincare Shop! You can also stay up-to-date with what we're up to by following our Twitter, YouTube, Instagram and Pinterest.
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WHERE IS MY ORDER?
When you place an order you will get a confirmation email (please note this can take up to 1-2 working days so don't panic!)
To track the progress of your order visit: My Orders in the "My Account" section on our website.
Select the order you want to track. If an order has already been shipped, you can click "Tracking Number" for that order to find out when to expect delivery.
Please Note: If you do not have an account and checked out out as a guest, you will need to wait for your order confirmation email to track your order.
*Due to current circumstances deliveries are taking longer to be delivered. The health, safety and wellbeing of our colleagues is our utmost priority and we have put in place measures, including a social distancing plan, to protect individuals working in our distribution centres, which may slow processing.
HOW DO I MAKE CHANGES TO MY ORDER?
Changes to your order can be made by you at any point whilst placing your order. Once you have confirmed your order and made payment, unfortunately no changes to your order can be made. If you've selected incorrect products, please review our returns procedures.
Once an order has been confirmed and payment processed successfully there is a very short 15 minute window where you are able to cancel, before our system begins processing it. You can cancel the order yourself by heading to your account.
If you're on mobile, head to your account by clicking on the menu icon on the top left hand corner of your screen. When the menu pops up, click on the My Account icon (a body outline). On desktop? Click the My Account icon on the top right hand side of your screen. Once signed in, click on the My Account dropdown and navigate to Order History. You've made it! If you're within 15 minutes of placing your order, you will see a Cancel Order button. Select this and your order will be cancelled and you will receive an email to confirm this.
After this time, please contact our Customer Care team using the chat icon, if we are unable to cancel an order it can be refunded/returned once it has been processed. If you wish to do this, please email us immediately
Please note, we can't guarantee that we can cancel your order, so please make sure you check it carefully before confirming.
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Shipping Options:
Ground Shipping: Place your order by 3pm EST and you'll receive your order within 3-7 business days. This option is not available for orders shipping to Alaska and Hawaii.
Two Day Shipping: Place your order by 3pm EST and you'll receive your items within 2 business days.
The Body Shop currently uses Fedex for Ground shipping and UPS for Two Day and Next Day shipping. Orders are processed and shipped on business days only. (Monday-Friday; excluding federal holidays within the United States)
Please allow up to 2 business days for your order to be processed. We do our best to estimate the most accurate delivery time for your convenience. For the most up-to-date delivery information once your orders has been shipped, please refer to the tracking information on your confirmation email. The Body Shop is not responsible for carrier delivery delays.
