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Returns

Deliveries and Returns

Standard Delivery - £2.50 (free on orders of £40 or more)

Your goodies should arrive within 3-5 working days however please allow up to 7 working days in case of any delays. 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 7 working days - drop us an email or give us a call. A signature might be required on delivery so please provide an address where someone can sign for your goods.

Express Delivery – £4.99 (free on orders of £80 or more)

This option is available on orders we receive before 3.30pm 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.

More about our Couriers?

Our outgoing parcels are delivered with Royal Mail and Parcel Force. Please ensure someone is in to sign for your delivery.

The Channel Islands and International Destinations

We are unable to ship internationally, or to the Channel Islands and BFPO addresses. However, we have transactional websites in the United States, Australia, Hong Kong and Germany; please click here for all our international sites.

Returns

At Crabtree & Evelyn, our aim is to make your shopping experience as enjoyable and as straight forward as possible. A refund or an exchange will be offered provided the goods are in a fully saleable condition, for reasons of hygiene and safety, except of course where goods are faulty and/or damaged or if we have delivered incorrect goods. Your right to return does not apply to perishable food items unless faulty or damaged. 

Returning Goods by post

  • Obtain a Returns Number from us by either calling 0800 1114 406 or via e-mail askus@crabtree-evelyn.co.uk. 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
  • 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
  • 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 automatically be issued to the debit or credit card number used to make the original purchase
  • Postage or courier charges are non- refundable except in the case of faulty and or damaged goods or where we have delivered incorrect goods
  • We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel you are sending.
Returns Address:
Crabtree & Evelyn
FAO Customer Service Returns
Cowbridge Road
Talbot Green
Pontyclun, Wales, CF72 8HL

Returning Goods to a Crabtree & Evelyn Store

Simply present the goods you wish to return, within 60 days from the date of purchase to one of our stores together with proof of purchase, for your nearest store see our Store Locator

  • The store will either exchange the product or give a full refund on the product to a value of the price paid as detailed on the receipt or order confirmation documentation
  • Postage or courier charges are non-refundable except in the case of faulty and or damaged goods or where we have delivered incorrect goods.
  • Any refund will automatically be issued to the debit or credit card number used to make the original purchase or via the original method of payment.
  • In the case of a Gift Receipt being presented as proof of purchase, goods may only be exchanged for product to the value of the price paid or you may opt to receive a Crabtree & Evelyn Gift card to the value of the price paid.

Returning Goods without proof of purchase

  • Present the product you wish to return to a store and receive a merchandise credit which will either be in the form of an exchange for goods or a Crabtree & Evelyn gift card to the value of the current selling price of the item/items in a Crabtree & Evelyn store.

Get in touch!

Place an order, check availability or give us some feedback. Our Customer Service team are always happy to help

0800 1114 406
askus@crabtree-evelyn.co.uk
Monday to Friday between 8.30am-5.00pm

Crabtree & Evelyn
FAO Customer Services
Cowbridge Road
Talbot Green
Pontyclun, Wales, CF72 8HL

Consumers’ Right to Cancel

Under the Distance Selling Regulations your consumer rights entitle you to cancel an order within 7 working days of receipt. This includes the delivery charge.

Any cancellation must be made to us in writing to the following address:

Crabtree & Evelyn,
FAO Customer Service Returns,
Cowbridge Road,
Talbot Green,
Pontyclun, Wales, CF72 8HL

You can also give notice of order cancellation in any other durable medium such as email: askus@crabtree-evelyn.co.uk or Fax: 01443 445577 so long as it is received by us within 7 working days of you receiving your goods. This does not affect your statutory rights.

Further details on the Distance Selling Regulations may be found on the Office of Fair Trading website.

Please see your Returns Policy for further details