Welcome to BodyAware's Frequently Asked Questions!
My USA Account Login no longer works
Our new UK distribution center opened early August 2016. The UK web site runs on a new commerce platform. Unfortunately because existing customers logins were encrypted and known only to the customer, we were unable to transfer this login information to the new web site. Therefore we request that you make a new account at checkout, or you can check out as a guest.
Can I Order from USA site?
If you wish to view our USA site from UK/Europe, please go to: bodyaware.com/us
NOTE: To return to UK site you will need to go to UK.bodyaware.com
Please be aware that all orders through the USA site are shipped from USA and you are likely to be charged VAT/customs taxes plus collection fees on import. Also there is no free shipping on orders shipped from USA, and delivery time is typically 1-2 weeks depending on customs. So we strongly recommend you order from the UK site where the price you see is the price you pay, free shipping on orders over £50, and you will get the goods typically within 2 business days.
When will I receive my order and what will it look like when I receive it?
We aim to ship the majority of your order on the day it is received if your order is placed Monday through Friday before 2pm.
All orders are sent in discreet plain mailing envelopes or boxes with your name and address label affixed to the front. Our company name does not appear in full on the outside of packages sent by mail. The return address shows “BA” only. No one will know what is in your package. Your credit card statement will show the charge from "Body Aware."
How do I calculate the postage for my order?
First Class postage is FREE to UK and EU addresses on orders of £50 and over. For UK orders under £50, there is a flat rate charge of £3 (£4 for EU). We also offer UK Next Day courier service for £7.50 (for EU £8.50), but note a signature will be required at delivery.
Postage charges to overseas addresses outside the EU are determined at checkout by the shipping method selected, the weight of the goods, and the destination country. Rates for the products in your cart can be seen at any point by going to the checkout.
How can I track my order?
You will receive an email from us confirming shipping and providing you with any available tracking information, depending on which shipping service you have selected. Basic 1st class shipping does not offer tracking numbers. Sometimes these automated emails are considered spam, so please check your spam or junk mail box if you do not receive an email.
How do I know what size to order?
As all manufacturers have different sizing standards, you may not be the same size in our products as you are in another company's. Please see our size chart next to each product description. We recommend measuring yourself with a tape measure before referring to the chart. For tank tops and bodysuits, we suggest determining the size by your chest measurement. For all other items, you should use your waist measurement.
Our styles tend to follow European standards, where items are designed to be low on the waist and figure hugging. If you are more comfortable with a looser fit, you may prefer to order a size up.
How do I find specific products quickly?
Simply enter the name (or item code if you know it) in the search box in the top right corner of the site. You can also search for specific terms like “mesh” or “bodysuit”.
Do you accept PayPal?
Yes, we accept payments by PayPal. You will see this as an option at checkout.
Do you accept cheques or postal orders?
I made a mistake, can I change or cancel my order?
If you order an item by mistake or wish to change your order, our Customer Service team can verify whether your order may be cancelled or modified. Please email us at firstname.lastname@example.org as soon as possible. Please be aware that we pack and ship out orders continuously during the day, so if it is too late for us to cancel your order, you may refuse the package and have it returned to us. Once we have received the goods back, we will process a refund for you. We reserve the right to deduct any postage/delivery charges incurred.
What is your returns/exchange policy?
Underwear is an intimate item of clothing worn next to the skin. For hygiene reasons, it cannot be resold once it has been tried on; as such, stores will not usually accept returns of undergarments. However, we do not want customers to end up with something that does not fit, so we are prepared to process an exchange for a different size. Please send the items in question back within 14 days of receipt with a note verifying which size you would like in exchange. If the size is unavailable, you will be given store credit.
Please ship back to us at:
Body Aware, Carrier Direct, Westacott Road, Barnstaple, Devon, EX32 8AW
You will need to pay the return postage, but we will pay for the new items to be mailed back to you. If sending a large value package, we recommend sending insured mail. If sending from outside the UK, please be sure to write "returned clothing" on any customs forms.
If you feel you have received a faulty item, please email us at UK@bodyaware.com to let us know details of the fault with your name and address.
We ship to EC countries from the UK if ordered through this web site. We can ship to other countries outside the EU, but please be aware you may be charged customs import duties and taxes, plus handling fees. These are the responsibility of the customer and cannot be reimbursed by Body Aware. Shipping times vary considerably from country to country, depending on the local delivery service. Typically most packages sent by regular airmail are received within 1-3 weeks. International Customers are still responsible for Shipping Charges if an order is refused.
Please be aware that when customs clearance procedures occur, delays can be caused beyond our original delivery estimates.