FAQs

Can I edit or cancel my order after payment?

Once you have clicked Checkout, your order starts being processed and you can’t make any changes or cancel it online.

Can I change the delivery address of my order?

Once the order is shipped out, any changes to the delivery address will need to be arranged directly with our third-party courier. You may incur additional expenses that will be required to pay on delivery.

In the event that your order is undeliverable, for whatever reason, all undelivered packages will be treated as a return and we reserve the right to charge a handling fee of HKD$100 per order upon processing a refund.

Can I request to deliver at a particular time or weekend?

We do not offer this type of delivery service. However, the courier will contact you before delivery either by phone or SMS (Monday – Saturday). If no one was able to receive the parcel, it would be returned to the warehouse. You may contact the courier company for re-delivery. Please contact our Customer Care team if you do not have tracking information.

Do you deliver internationally?

If you would like to send or receive items internationally you need to change your country 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.

How can I get the shelf-life information of the products?

Under our strict quality assurance, no expired products are sold online. You can easily find the shelf-life information on our packaging. Every product is marked with either 6M (6-month), 12M (12-month), 24M (24-month) which indicates the shelf life of the product after opening. If you want to know more about the manufacturing date, please contact our Customer Care team directly.

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.