POPULAR FAQS FOR DELIVERY
Due to the current circumstances surrounding COVID-19, you may experience delays in delivery of your order. 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 result in slower processing. There may be some cases where shipping is slightly delayed and we hope that you will excuse this. We are available at all times to assist, through http://www.stephmatthews.com/en-au/help You can read greater information around ordering online and our current delivery processes here.
There may be isolated cases of delivery delays within Australia Post's delivery network. AusPost are working around the clock to ensure all deliveries are received as soon as possible but it is inevitable that some deliveries in isolated cases may be delayed. Read more from Australia Post here
All goods are dispatched from Melbourne, Victoria, Australia and are delivered by Australia Post. Most orders are dispatched from our warehouse within 1-3 business days. Upon dispatch we will send you a notification email and your order should arrive within 3-7 business days for standard delivery and 1-3 business days for express delivery. Please note it can take longer to WA, remote and regional areas. Please note that we rely on our delivery partners to successfully deliver within their recommended service time frames.
If all the items you ordered are in stock at the time of purchase, and you have placed your order before 10AM, you can expect your order to be dispatched the same day. If your order was placed after 10AM, and all items are available, your order will be dispatched next business day.
Currently, we can only send orders to addresses within Australia, 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 use the drop down on the bottom left of the screen and make your selection.
Currently, we offer standard delivery at a flat fee of AU$8.95 (incl.GST). Orders over $49 in product value will be delivered free of shipping charge and sent via our standard delivery service.
We are now offering express delivery at a flat fee of AU$14.95 (incl.GST). Please select your preferred delivery option at checkout.
Of course you can! We understand that things change, so when your order has been collected from us, you might be able to use MyPost to change your address or have it left it in a safe place.
This is a free service provide by our courier Australia Post. This is the responsibility of the customer.
Due to Australian shipping regulations, we are required to delivery all hazardous items with atomizers or sprays by road service, and cannot be sent via air express. Product items classified as hazardous include – Body Mists, Room Sprays, Eau de Toilette, Eau de Parfum and some Gifts. Please note that a physical address is required for all hazardous items.
We’re seeing unprecedented demand and are really sorry that your order has been delayed. We're working hard to get your favourite products to you and we’re trying to keep our customers up to date as much as possible.
Due to the increased numbers of online orders and the measures we have put in place to keep our colleagues safe, some orders may take up to 3 working days to be dispatched from our warehouse.
When you place an order you will get a confirmation email (please note this can take up to 1 working day so don't panic!) but you will be able to view your order on the same day after 7pm in 'My Account'.
You will get a dispatch email when the item has been dispatched and on it's way to you. There is a "tracking reference" link on the despatch email which you can use to track your order on the Australia Post’s tracking site.
There may be isolated cases of delivery delays within Australia Post's delivery network. AusPost are working around the clock to ensure all deliveries are received as soon as possible but it is inevitable that some deliveries in isolated cases may be delayed. Read more from Australia Post here. (https://auspost.com.au/about-us/news-media/important-updates/coronavirus)
When you place an order you will get a confirmation email first please note this can take up to 1 working day, and then you will get a dispatch email when the item has been dispatched and on it's way to you. There is a "tracking reference" link on the dispatch email which you can use to track your order on the courier's tracking site.
You can also find “tracking reference” in your order history information by going to my account after logging in, and reviewing your ORDERS.
PLEASE NOTE: If you do not have an account and checked out as a guest, you will need to wait for your dispatch email to track your order.
If you are looking for an update on your order, you can find your tracking numbers in the dispatch email. You can see how your order is progressing by going to my account after logging in and reviewing your ORDERS.
"The Body Shop currently uses Australia Post. You can choose between Standard or Express.
Standard delivery takes 3 - 5 working days to be delivered. Express Delivery is also available and will be delivered within 2 working days.
*Terms and conditions apply, see our full delivery T&Cs."
Unfortunately at this current time Click and Collect is unavailable. Please be patient with us, we are hoping to implement this service soon.
Unfortunately at this current time we do not have a next day delivery service available. Our delivery options currently include both standard and express shipping. Please allow 3 - 5 business days for standard and up to 2 business days for express shipping.
Once your order has been submitted, you are unable to change the date of your delivery.
At the moment we can only send orders to street addresses in Australia. We don't deliver to PO Boxes and we're unable to ship to any International address.
We may have a website in your country. If you're after a different country website, go to the bottom right hand section of the homepage and click to change your location.
Unfortunately, at the moment, we do not have the option to ship one order to multiple addresses.
If you would like your order to reach multiple addresses, the best thing to do is to place separate online orders, amending the shipping address details for each order.