Frequently Asked Questions

SHOPPING ON OUR WEBSITE

I am having problems accessing or using the website.

If you are having problems when using our website we usually find that if customers clear their cookies and then begin the order process from the beginning then this tends to help. If you have tried this and are still experiencing problems then please contact our Customer Service team.

I am having problems at the checkout section of the site.

If you are having problems with our checkout we usually find that if customers clear their cookies and then begin the order process from the beginning then this tends to help. If you have tried this and are still experiencing problems then please contact our Customer Service team.

Is your website secure?

All of your transactions at BodywiseUK Online are secure and certified by Digicert. Digicert is a leading Secure Sockets Layer (SSL) Certificate Authority enabling secure e-commerce, communications and interactions for Web sites, intranets and extranets. Our secure server encrypts all of your personal information (including name, address, credit card number) so that it cannot be read as the information travels over the Internet. When you enter this information it is captured on a page that uses the Secure Socket Layer (SSL) protocol by default. BodywiseUK Online provides you with the best possible protection on the Internet.

PAYMENT

When will I be charged for my online order?

We currently charge at the point of sale. Payment is taken at the checkout section of our website through either Sagepay, “The UK’s Most Recommended Payment Gateway” or through Paypal Express.

Do you accept Cheques or Postal Orders?

We only accept payment through our Secure Payment Gateway, Sagepay and through Paypal Express.

ORDERING

How can I check to make sure my order has been processed?

You should receive an email to confirm that your order has been processed. If you have not received it you can log into the ‘My Account’ section of the website and check in ‘Order History’ to see if your order appears there. If no order has been captured then it would not have processed and you would not have been charged

How do I use the promotional discount code I have received?

You can enter a promotional discount code in the Shopping Cart by typing it into ‘Coupon or Gift Card’ field then clicking the “Submit Code” button located next to it which will update your Shopping Cart.

If there is a product that you know that we stock but cannot see in our website then please let us know and we are happy to try and make this product available for you.

We would like to know if there is a product that we sell in store or through our customer services that may not be on our website. While we cannot guarantee that we will be able to make each product we sell available online to order we will endeavour to upload as many products as we can as soon as possible.

DELIVERY

I have received a damaged product. What do I do?

Please contact our customer services on 0208 4298 418 or email the details of your order to orders@bodywiseuk.com. We would also appreciate if you could take photos of the damaged items which will speed up our claims process and in turn help us to deal with the issue as quickly as possible.

I have received my order and one of the items is not in the package. What do I do?

You can inform us by calling in to our customer services at 0208 4298 418 or email us at the following email address: orders@bodywiseuk.com. Please have your order number ready to help us find your order. We will investigate it and look to resolve the problem as soon as possible. If we do not have a product in stock we display a message on the product page stating it is “Available in 3-10 working days”. If you order an item with this stock availability displayed it means the item will go on a back order. This means that we will order the product in especially for you and send it as soon as we receive it from our supplier.

I have not received my order yet. When will I receive it?

Our UK online orders are sent via Royal Mail Tracked Delivery. If you have not received it within 5 working days please let us know either by emailing us at orders@bodywiseuk.com or by phoning 0208 4298 418.

I have received an incorrect product What do I do?

Please contact our customer services on 0208 4298 418 or email the details of your order to orders@bodywiseuk.com.

YOUR ACCOUNT

I have forgotten my password and requested a new password. The new password does not work. What do I do?

Please email us at password@bodywiseuk.com and provide your account email or Customer ID and we will provide a new password for you as soon as possible.

How do I change my Passoword?

You can change your password in the Account & Contact Information of your account. Simply enter your new password in the “Change my password” field. Re-enter it in the “Confirm your password change” field then click Update Account.

Can you take me off your mailing List?

If you would like to be taken off of our mailing list you can do so by either clicking the “Unsubscribe” button on any newsletter you have received from us or alternatively you can simply email us a request to be removed at inq@bodywiseuk.com

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