Frequently Asked Questions

Where is my order?
How do I use my promo code?
Why have you stopped making my favorite fragrance?
What is your return policy?
I forgot my password. Help!
Why is my credit card information not being accepted?
Can I ship my order internationally?
Do you have any tips for how to safely use your candles?

Where is my order?

There are two easy ways to stay up to date: visit our Order Tracking page or log into My Account and review your order history. It may take up to 48 hours after an order has shipped for tracking information to appear.

How do I use my promo code?

Enter your code at checkout exactly as it appears in the email, printed offer or webpage. Click "Apply" and your discount will be detailed in the payment summary. Only one promotional discount code allowed per order. You can find additional Terms & Conditions detailed on the original offer.

Why have you stopped making my favorite fragrance?

We know it’s sad to see a fragrance go, and we’re sorry for your disappointment. But don’t despair! Some of the fragrances you loved in stores are now available as Retired Fragrances on our website. If your fragrance isn’t there, please know that we make decisions on products and fragrances only after careful consideration of purchasing patterns across the nation. Your opinion matters to us, and we would be happy to receive an email from you telling us your favorite product. Send it to CustomerCare@BathandBodyWorks.com, and we’ll forward that information to our Product Development Team. In the meantime, stop by a store or call us at 1-800-756-5005, and we’ll help you find the next best thing.

What is your return policy?

We want you to be 100% satisfied with everything from Bath & Body Works. If for any reason you’re not, simply bring it back! You can find all the details on our Returns page.

I forgot my password. Help!

If you can't remember your password, click here and enter your email. We'll send you a link to change your password.

Why is my credit card information not being accepted?

If you get an error message about a credit card failure after attempting to submit an order, you may want to check the following:

  • Ensure that there are no typos or misspellings in your name, street address, city, state and zip code.
  • Verify that your billing name (including middle initial) and address on your credit card bill is exactly the same as you have entered.
  • Try re-entering your CID or security code.

If you have validated that the information is correct and you receive an error message at another attempt, call us at 1-800-756-5005.

Bath & Body Works Direct TDD #: 1-877-215-5245
Accessibility Support: 1-800-531-4504
See our policy on accommodating assistive readers for visiting our website.

Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. If this happens, those authorizations will drop off your account within 2-4 business days depending on your issuing bank. Please contact your bank for further questions.

Can I ship my order internationally?

We ship to addresses that are located within the United States, Puerto Rico, US territories and Canada only.

For a Bath & Body Works store in your part of the world, please see our Global Locations page.

Do you have any tips for how to safely use your candles?

We’re glad you asked! Here are 4 easy tips to keep in mind:

  1. Don't touch your candle while hot! Never touch or move a Candle while lit; wait until wax hardens.
  2. Keep an eye on your candles! Always burn Candles where you can see them (no longer than 3-4 hours at a time) and never near anything that can catch fire. Candles will burn slower and more evenly when kept in draft-free areas. Extinguish the flames before you leave the room. Never extinguish the flame with water.
  3. Keep your Candles clean! Trim wicks to ¼ inch before you light them — every time! Straight, short wicks make your Candles melt evenly. And properly dispose of used matches and wick trimmings instead of leaving them in the Candle.
  4. Keep Candles out of reach! Watch pets and children to avoid Candles being accidentally knocked over.