FAQs

Can I change or cancel my order?

Once you have clicked Checkout, your order starts being processed and you can’t make any changes or cancel it online. However, you may be able to change or cancel your order before it is dispatched for delivery. Please contact our helpful Customer Care team as soon as possible after ordering and they will be able to advise you.

Do you deliver internationally?

We do not deliver internationally from this site as orders can only be delivered to the country they are purchased from. If you would like to send or receive items internationally you can change your browsing location from the country selector at the bottom of the page. Please note that you will need to have a payment method registered in the country you are buying from to be able to make a purchase. 

Are your products tested on animals?

Crabtree & Evelyn does not test any of its products or any of its ingredients on animals but does submit products for testing where required by law.

I’ve had an allergic reaction to your products. What do I do?

First of all, please accept our sincere apologies for the unfortunate experience you have had. Our products undergo various tests and controls, however, a reaction or intolerance is unfortunately possible and usually related to an individual’s sensitivity. Please get in touch with our Customer Care team and a representative will get back to you as soon as possible. 

For any skin reactions (e.g. redness, tingling, swelling etc.) please email our UK-based regulatory department on reginfo@crabtree-evelyn.co.uk and one of the team will get back to you as soon as possible.

What is your packaging made from? Is it sustainable? Recyclable?

The majority of our products are sourced in PET (or PETE) plastic which is recyclable. Look out for the recycling logo (a triangle of arrows) on the bottom of the bottle for extra assurance.

Our boxes are 100% recyclable and made of 80% recycled material; 70% is post-consumer recycled material. Sustainable inks are used for printing and free of heavy metals. Also, our factory makes efforts on energy conservation and pollution emissions reduction and factory environmental gardening.

For our tissue paper, 70% of the content is from recycled post-industrial materials. Inks are heavy metal-free. All tissue and corrugated is 100% recyclable.

Label paper has Forest Stewardship Council certification and is 100% recyclable Inks which meet CONEG requirements for heavy metal-free.

Are your products dermatologically tested?

Although our products have not been tested by an official dermatologist or Doctor, they have all been through rigorous testing to ensure they are safe for human skin. If you have an allergy to certain ingredients, please contact our Customer Care team prior to purchase who will be able to advise.

Are your products suitable for vegans/vegetarians?

Some of our products have animal by-products present in the formulation (beeswax, milk bi-products, and honey, for example). All ingredients are clearly listed both on the packaging and in the online product description. We would not declare our products as suitable for vegans as some vegans may choose not to use certain bi-product ingredients, such as honey. 

 

If you haven’t found what you’re looking for, please get in touch with our Customer Care team.