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Terms and Conditions

TERMS AND CONDITIONS OF SALE

WEBSITE TERMS OF USE

TERMS AND CONDITIONS OF SALE

Please read this document carefully before ordering any product. These terms and conditions of sale, together with our Privacy Policy, (collectively, the “Conditions”) apply to any order you place through our UK website: www.crabtree-evelyn.co.uk  (the “Website”). By placing an order through the Website you confirm that you have read, understand, and agree to the Conditions. In addition, if you make a purchase through the Website from outside the UK, your order will be subject to the additional terms and conditions of our international shipping vendor Global U.K. Ltd, which can be found here. You should print a copy of the Conditions or save them to your computer for reference.
 
INFORMATION ABOUT US

The Website is operated by Crabtree & Evelyn (Overseas) Limited (“Crabtree & Evelyn”, “we”, “us” or “our”) a company incorporated in England and Wales with a registered office at 27 Kelso Place, London W8.


PLACING AN ORDER

To place an order through the Website you can create an account, which will require you to provide some compulsory personal information. Alternatively, you can choose to place an order via the guest checkout, but you will still need to provide us with certain compulsory personal information in order for us to process your order. Our shopping pages will guide you through the steps you need to take to place an order with us. Please take time to read and check your order. Once you have confirmed your order and provided your payment information, click on the “Place Order and Pay” button at the end of the checkout process. Once you have clicked the “Place Order and Pay” button you have made an offer for the sale of goods. We will notify you by email as soon as possible to acknowledge our receipt of your order. Your offer is subject to our acceptance. 


PRIVACY

Our Privacy Policy describes how your personal information will be used and stored by us. By placing an order through the Website you confirm that you have read, understand, and agree to our Privacy Policy


ACCEPTANCE; CONTRACT FORMATION

Our acceptance of your order will take place, and a contract will be formed between you and Crabtree & Evelyn, only when the products have been dispatched to you. We will send you an email notifying you when the products have been dispatched. The contract between us will include these Conditions and the information contained in the dispatch email, including the goods ordered, payment arrangements, the total price of the products inclusive of taxes, delivery arrangements, estimated time of delivery and delivery charges, and your cancellation rights, and will supersede any and all prior terms, conditions, warranties and representations. All contracts are concluded in the English language. Prior to dispatch of the products Crabtree & Evelyn has the right to decline an order for any reason, including, but not limited to, any error, inaccuracy, or omission relating to a product you have ordered. If we cannot supply you with the product or service you ordered then we will not process your order and will inform you of this by email. If you have already paid for the product or service we will refund you in full as soon as reasonably possible. 

PAYMENT; PRICES

You will be asked to enter your payment details during the checkout process. All payments must be made immediately over the Internet. By placing an order, you confirm that the credit or debit card you use is yours. All card payments are subject to authorization by your card issuer and are subject to a fraud check by our designated fraud detection vendor. All products remain the property of Crabtree & Evelyn until we have delivered the products to the address specified by you. Prices given do not include delivery costs, which will be invoiced in addition and specified to you before the order is confirmed.


DELIVERY 

Delivery charges and timescales vary depending on the type of products ordered, and service you select and the delivery address. Except in the case of international deliveries, our outgoing parcels are delivered with My Hermes and Yodel. 


STANDARD UK DELIVERY - £3.50, FREE ON ORDERS OVER £50
Your goods should arrive within 3-5 working days. If you have an account with us you’ll be able to see when your parcel is on its way by going into Previous Orders under the My Account section. If you have not received your items within 5 working days give us a call: 0843 289 6560.


CHANNEL ISLANDS DELIVERY - £5.50 
This is a standard delivery service. Your goods should arrive within 4-5 working days.


CLICK & COLLECT TO STORE - FREE
Once placed, your order will arrive at store within 3-5 working days and we will notify you by SMS text message (free of charge) when it has arrived and is ready for collection. You have 10 days to collect your parcel from your chosen store, after this time we reserve the right to cancel and refund your order. To collect your order from the store you will need your name and order number.


CLICK AND COLLECT TO PARCEL SHOP - £2.75
Once placed, your order will arrive at your chosen parcel shop within 3-5 working days and we will notify you when it has arrived and is ready for collection.  You have 10 days to collect your parcel from your chosen parcel shop, after which time your parcel will be returned to our warehouse. Any re-issue to parcel shop or address may incur an additional delivery charge.  To collect your parcel from a parcel shop you will be required to provide identification.  


NEXT WORKING DAY DELIVERY – £5.50*
This option is available on orders we receive before 3.00pm Monday to Thursday and delivery is usually the next working day. Please note that orders placed before 2.30pm on Friday will not be delivered until the following Monday. Express orders placed after 2.30pm on Friday may not be delivered until Tuesday. Please be aware that a signature will be needed for your order so please provide an address where someone can sign for your goods. (*Delivery to Scottish Highlands & Islands, including Aberdeen, Northern Ireland, Isle of Wight and Isle of Man is a 2 day service.)


INTERNATIONAL DESTINATIONS

We service a number of international destinations – please check our country selector. Exact shipping times depend on the destination.

International orders via crabtree-evelyn.co.uk are serviced by our international partner Global-e. For any enquiries relating to international orders please contact international@crabtree-evelyn.co.uk. Please note we have separate transactional websites in the United States, Australia, Hong Kong, France and Germany.


CANCELLATION RIGHTS

If you are a consumer, you have the right to cancel the contract for an order of goods without giving any reason. This cancellation period begins on the day you order the goods and expires 14 days after the date the goods are delivered to you (the "Cancellation Period"). This cancellation right does not apply to sealed goods that were unsealed after delivery and that are not suitable for return for reasons related to health or hygiene, such as perishable food items and shaving brushes.
To exercise your cancellation rights you must send us notice of your decision in writing before the end of the Cancellation Period. You do not need to fill out a form. It will be sufficient if your notice identifies the order number and product(s) and states that the order is cancelled. Send the notice by email online@crabtree-evelyn.co.uk or fax: 01443 445577 or to the following address:

Crabtree & Evelyn
FAO Customer Service,
27 Kelso Place
London
W8 5QG

You must return the goods to us in a fully saleable condition at your own cost and risk not later than 14 days from the date on which you informed of your decision to cancel your order. Please review our Returns Policy for instructions on how to return goods to us. We have the right to collect the goods at your cost if you fail to timely return the goods.
If you cancel and return goods as required we will reimburse all payments received from you for the returned goods, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) using the same means of payment you used. We may make a deduction from reimbursement for loss in value of any goods supplied if the loss results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
We will reimburse you within 14 days after the day we receive the goods back from you or, if earlier, 14 days after the day you provide us satisfactory evidence that you have returned the goods. We may withhold reimbursement until we have received the goods or receive satisfactory evidence that you have returned the goods.
This provision does not affect your statutory rights. Because you are a consumer, you have legal rights in relation to goods that are faulty, not as described, or not in conformity with your order. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office. 


RETURNS AND EXCHANGES

In addition to your cancellation rights, Crabtree & Evelyn will be delighted to accept unwanted goods (other than perishable food items and shaving brushes) that are returned to us within 28 days of the date of purchase if the goods are returned in fully saleable condition and with proof of purchase. A refund or an exchange will be offered up to the amount you paid for the goods, excluding delivery charges. Please follow the instructions below to return goods to us.
We reserve the right to refuse any unwanted goods that are returned without a proof of purchase or after the 28-day return period has passed. This provision does not affect your statutory rights. Because you are a consumer, you have legal rights in relation to goods that are faulty, not as described, or not in conformity with your order. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.


RETURNING GOODS BY POST OR PARCEL SERVICE

Obtain a Returns Number from us by calling 0843 289 6560. Our lines are open Monday to Friday 8.30am – 5.00pm.
Goods returned without a Returns Number will not be accepted into our warehouse so please ensure you contact us first to initiate the returns procedure.
In the case of goods sent by post, we recommend that returns are made via recorded delivery and/or that proof of postage is obtained in the event that we do not receive the goods being returned.
In case of goods sent by parcel service, we recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel you are sending.
When returning any goods by post or parcel service please pack securely to ensure goods arrive in their original condition. We reserve the right to refuse a refund or exchange for damages caused by insufficient packaging.
Ensure you enclose your proof of purchase.
Any refund will be reimbursed using the same means you used to make the payment.
Send your returned items to:

Dalepak Ltd
Crabtree & Evelyn
Gowerton Road
Brackmills
Northampton
NN4 7PW


RETURNING GOODS TO A CRABTREE & EVELYN STORE

Simply present the goods you wish to return, within 28 days from the date of purchase, to one of our stores together with proof of purchase. For your nearest store see our Store Locator.


RETURNING GOODS - INTERNATIONAL

Crabtree & Evelyn are happy to accept unwanted goods (other than perishable food items and shaving brushes) within 28 days of receipt of the goods and providing goods are returned in fully saleable condition and with proof of purchase.
If you would like to return an item purchased outside of the UK please email us promptly at international@crabtree-evelyn.co.uk with your original order number and order details.
Our customer service team will email you back the return instructions and advise you on how to arrange the return. Please do not send the item(s) back before contacting our customer service team.
Once we receive and inspect your returned item(s) we will refund the total value of the returned goods, excluding the cost of any taxes & duties to the account used to pay for the goods initially. 
Note that for international orders we will only refund return shipping costs in the instance of incorrect, damaged or faulty items. For all other returns, you will be responsible to the cost of returning the item(s) to us. 
Any refund will be reimbursed using the same means you used to make the payment.


OUR LIABILITY

We are not responsible for any breach of these Conditions caused by circumstances beyond our reasonable control. If we are in breach of these Conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a natural, foreseeable consequence of our breach of these Conditions. Our liability will not include business losses such as lost data, lost profits, or business interruption. This does not affect any liability we may have for personal injury or death resulting from our negligence or from our fraud, or any other liability that cannot be excluded. 


GENERAL; APPLICABLE LAW

We may update or amend these Conditions from time to time without notice to you. Any updates or amendments will be posted on the Website. 
You may not assign or subcontract any or your rights or obligations under these Conditions unless we agree in writing. We may assign, transfer, or sub-contract any of our rights or obligations under these Conditions at our discretion. If any of these Conditions are found to be illegal, invalid, or unenforceable by any court of competent jurisdiction, the rest of these Conditions shall remain in full force and effect.
These Conditions and the purchase and sales transactions contemplated by these Conditions, including, but not limited to, all contracts, will be governed exclusively by the laws of England and you agree that any dispute between Crabtree & Evelyn and you will be subject to the exclusive jurisdiction of the courts of England and Wales. 


WEBSITE TERMS OF USE

Please review the following terms of use (the “Website Terms”), which govern your use of www.crabtree-evelyn.co.uk and all other sites, services, and tools where the Website Terms appear or are linked (collectively, the “Website”). As used in the Website Terms, "Crabtree & Evelyn," "us," or "we" refers to Crabtree & Evelyn (Overseas) Limited. By accessing, browing, using, or registering with the Website, you confirm that you have read, understand, and agree to be bound by the Website Terms. We reserve the right to change the Website Terms from time to time without prior notice. When we make changes, we will publish them here. For this reason, we encourage you to review the Website Terms periodically when you use the Website. If at any time you do not accept all of the Website Terms you must immediately stop using the Website.
 
INFORMATION ABOUT US

The Website is operated by Crabtree & Evelyn (Overseas) Limited (“Crabtree & Evelyn”, “we”, “us” or “our”) a company incorporated in England and Wales with a registered office at 27 Kelso Place, London W8.


USE AND WEBSITE CONTENT

You may only use this Website for lawful purposes and you may not use it in a way that infringes the rights of anyone else or that restricts or inhibits anyone else's enjoyment of the Website.

The Website, all contents on the Website, including names, logos, images, illustrations, designs, icons, photographs, written materials, and video and audio clips, and all intellectual property rights in such contents (collectively, the "Contents") are owned, controlled, or licensed by Crabtree & Evelyn. All intellectual property rights in the Contents are expressly reserved. The Website may be subject to one or more U.S. Patents used under license. You may download or copy the Contents of the Website for your personal use only and only to the extent you do not modify or alter the Contents, delete or change any copyright or trademark notice, or violate the Website Terms. No right, title, or interest in any Contents is transferred to you as a result of any such downloading or copying. Accessing, downloading, printing, posting, storing, or otherwise using the Website or any of the Contents for any commercial purpose, whether on behalf of yourself or on behalf of any third party, is prohibited.


USE OUTSIDE THE UK

Except where otherwise specified on the Website, the materials on the Website are displayed solely for the purposes of promoting Crabtree & Evelyn products and services available in the UK. However Crabtree & Evelyn may accept orders for delivery to locations outside of the UK subject to customs, legal, regulatory and certain practical restrictions. Those who choose to access this Website from locations outside the UK or place orders for delivery to locations outside the UK are responsible for compliance with local laws if and to the extent local laws are applicable. 


USER COMMUNICATIONS

Crabtree & Evelyn welcomes your comments, ideas, suggestions, and other content submitted through or to the Website, and through social media applications (such as our Facebook page, or Twitter site), e-mail, telephone, or mail ("User Content") as long as the User Content complies with the Website Terms. Other than personal data, which is subject to our Privacy Policy, User Content will be subject to the following terms:
You agree that Crabtree & Evelyn is under no obligation to treat any User Content as confidential or proprietary or to pay for or respond to any User Content. For any User Content you submit, you grant to Crabtree & Evelyn a non-exclusive, sub-licensable, fully paid-up, perpetual, irrevocable, royalty-free, transferable right and license to use, display, perform, transmit, copy, modify, delete, adapt, publish, translate, create derivative works from, sell and distribute such User Content, and to incorporate the User Content into any form, medium, or technology, now known or hereafter developed, throughout the world, all without compensation to you. You also grant to Crabtree & Evelyn the right (but not the obligation) to use the name that you submit in connection with any User Content. For these reasons, do not send us any User Content if you do not wish to license it to us or do not want us to use your name. We are not responsible for the use or disclosure of any personal information that you voluntarily disclose in connection with any User Content you submit. You represent and warrant that you have all rights necessary for you to grant the licenses granted in this section.
You agree that any User Content you submit will be accurate, will not violate any law, will not violate any right of a third party, including copyright, trademark, privacy, or publicity rights, and will not cause injury to any person or entity. You further agree not to submit any User Content that contains or provides links to material that is obscene, profane, lewd, violent, or threatening or that contains viruses, malware, political campaigning, commercial solicitation, or any form of "spam". You agree not to use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead Crabtree & Evelyn or third parties as to the origin of any User Content. You are solely responsible for the User Content you submit and agree to indemnify us for all claims resulting from any User Content submitted by you. You acknowledge and agree that we reserve the right (but have no obligation) in our sole discretion to monitor, edit, and remove User Content. Crabtree & Evelyn assumes no liability for any User Content submitted by you or any third party.


LINKS TO OTHER WEBSITES

Links may be established from the Site to external websites operated by third parties. Your use of these third party websites is at your own risk. Crabtree & Evelyn makes no warranties or representations about any third party websites and is not responsible or liable for such websites, their content, products, privacy settings, terms, or other materials on or available from them. It is your responsibility to review and understand the terms, policies, settings, and functions of any third party website.

PRODUCT INFORMATION

The display of an item on the Site is not a guarantee that the item is in stock or that it will be available when you visit the Site at a later date. If you have questions about the availability of a particular item, call us: 0800 1114 406 or send us an email: online@crabtree-evelyn.co.uk. Customer Services will make every effort to assist you.
Occasionally there may be information on our Site that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information on the Site is inaccurate at any time without prior notice (including after you have submitted your order). If you find an error, inaccuracy, or omission relating to a product you purchased your sole remedy is to return it in unused condition.

PRODUCT APPEARANCE

The exact appearance of each product on the Site will depend upon the quality of your monitor. For this reason, we cannot guarantee that your monitor's display of our products and packaging will be accurate.

ENTIRE AGREEMENT

The Website Terms are governed by and will be construed in accordance with the laws of England and Wales. 


PERSONAL INFORMATION

The Website Terms incorporate the terms and conditions of our Privacy Policy.