General questions
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.
wild beauty club
What is the Wild Beauty Club?
The Wild Beauty Club is your destination for exploration. When you join our collective, we invite you to discover even more with our loyalty programme. You’ll receive 1 point for every dollar you spend online, granting you access to vouchers all year round, along with exclusive promotions. You'll also get invites to our evolving roster of events and experiences, and the chance to win exploration trips with our team. The Wild Beauty Club is free to join. You can register here and start earning points right away.
How does the Wild Beauty Club programme work?
As a member of the Wild Beauty Club, you will be rewarded with 1 points for every $1 you spend with us. You’ll receive vouchers based on the number of points you accrue with us.
$1 spent = 1 points
1,000 points = $10 digital voucher code to spend
You will receive a $10 voucher for every $100 spent.
The value of the voucher you receive, if any, will be based on how many live points you have on your account. Any points you earn that are not converted into a voucher (because you do not have enough points for a voucher, or to reach the next threshold) will remain on your account for 12 months until they expire.
How can I redeem my points against an order?
Wild Beauty Club points can be redeemed via our online store. To redeem your points online, please log into your Wild Beauty account. In the My Rewards page, you can convert your available points into a voucher code which you then copy and paste into the promotions box during the checkout.
How can I donate my points?
As a member of the Wild Beauty Club, you will be rewarded with 1 points for every $1 you spend with us. The value of your points, when you choose to donate them is greater than when you spend them, so together, we can do more with our partner FLYTE.
$1 spent = 1 points
100 points = $20 donation
200 points = $40 donation
300 points = $60 donation
You will receive a $20 worth of points you can donate, for every $100 spent or 100 points earned, if you choose to donate your points.
To donate, simply navigate to your My Rewards page in your loyalty account, and under the shop or donate section, choose the voucher you wish to donate. If you're opted in to receive emails from us, we'll send you a confirmation email to let you know more about your donation, but if you are not rest assured you can leave it with us.
When do my points expire?
Your points expire 12 months from the date that you acrrued them, if you do not spend them.
I have pending points? When will I get my points to redeem them?
For points accrued when you shop, when you add your birthday and when you refer your friend, it takes 7 days for the points to reach your account.
I have points pending, but I have returned the item for which I earned the points. What will happen to my points?
Any points earned for an item which you return will be deducted from your account once you have made the return.
How can I change my personal details?
Log into your account and visit the Your Details page in your account. You can update your details there.
Are there any restrictions to what I can spend my points vouchers on?
You can use your Wild Beauty Club discount codes to purchase items available online. Wild Beauty Club discount codes cannot be used to pay for delivery charges, gift cards, tickets to events, or any special order. For full details, please see the Wild Beauty Club Terms and Conditions, and any further terms and conditions provided with the Wild Beauty Club voucher codes in your account or our email communication to you from time to time.
Who is eligible to join?
The Wild Beauty Club is open to customers from the United Kingdom and United States. Any customers from Australia, Canada and the EU can sign up to email marketing on the respective Crabtree & Evelyn websites to be first to hear when the Wild Beauty Club launches for those markets.
How do I get my vouchers?
Your voucher discount codes will be available within your Wild Beauty Club account. Simply log in, and, should you have enough qualifying points, activate your voucher code for use. To be kept updated about your points and when you need to use them by, sign up to Crabtree & Evelyn's mailing list. We send regular Wild Beauty Club updates as part of our communication with our customers.
How do I move up a tier?
You move up a tier when you are signed up to the Wild Beauty Club and spend over a certain threshold with Crabtree & Evelyn. Our tiers are structured as follows:
Green Tier
Spent $50+ or has at least 50 loyalty points
Black Tier
Spent $200+ or has at least 200 loyalty points
Gold Tier
Spent $500+ or has at least 500 loyalty points
Each tier comes with additional perks. You can view these on our Wild Beauty page here.
If I do not shop for a while, will I move down a tier?
When you move into a new tier, you will stay in that tier for 12 months. However, if do not maintain the current tier threshold for points earned either through shopping or other activities, you will downgrade your tier when the 12 month lapses. We may also close your account after 18 months of inactivity.
How do I find out about loyalty if I am not subscribed to emails?
You can find out about our loyalty programme via our dedicated Wild Beauty Club landing page here or by logging into your Wild Beauty Club account if you are an existing member.
How can I opt out?
If you would like to opt out of the Wild Beauty Club loyalty programme you can do so by logging into your account, navigating to the Your Preferences page and hitting the opt-out button. Please note, by opting out of the Wild Beauty Club you will be opting out of email marketing if you are subscribed. It can take up to 14 days to deactivate your account.
If I've already subscribed to emails, how do I upgrade to the loyalty scheme?
You can join the loyalty programme via the link here
And will my purchases so far convert into points? Or do I have to start from the beginning?
Unless we communicate this to you otherwise, you will not start accruing points under the loyalty scheme until you are a member of it. That means all other purchases that you have made before you joined Wild Beauty Club will not have points acrrued to them.
What charity does the money go to? Whats it spent on?
We work with our partner FLYTE to make sure your donations are used in support of causes close to our hearts. You can find out more about FLYTE here
When do I get my welcome gift?
Due to the nature of how the welcome gift is served to our loyalty members, you must be subscribed to email marketing in order for us to share your unique welcome code for redemption of your welcome gift. We gift all new, subscribed, loyalty members after their first purchase with us. Instructions on how to redeem your gift will be available in the email we send you.
What is in my welcome pack?
It's a surprise!
Can I exchange my welcome pack for other items?
All welcome packs are non-refundable and non-exchangeable. If you are not happy with the items on your welcome gift, why not treat a friend or loved one to them?
When do I get my birthday points?
If you add your birthday in your membership account, you will get awarded points on the date of your birthday.
What is my birthday gift and when will I get it?
Birthday gift rewards are coming soon. And when they do... It's a surprise! We'll email you on your birthday with details of any additional gift we might like to treat you with. Birthday gifts cannot be refunded or exchanged for other items. Note, you must be subscribed to our emails in order for us to send you details of your birthday gift.
When do I get my free shipping?
Keep an eye on your inbox. We send details of all special tier offers, including your free shipping codes, via email to the address registered in your account.
What are the deluxe samples?
If you are in either the Black or Gold Tier, you're eligible to receive 2 (Black) or 3 (Gold) deluxe samples with every order over $50 dollars. This is limited to 12 redemptions per year. We will send you details of your unique deluxe samples code to the email registered in your account. Note, you must be subscribed to email marketing in order for us to share your unique code.
What is the refer a friend offer?
You can refer your friends to Crabtree & Evelyn. We'll give your friend 20% off their first order over $50 with us. And, we'll treat you to 200 points - that's a $20 voucher or for you or a $40 donation you can put towards causes that count! Win-win!
How do I refer a friend?
Log in to your Wild Beauty Club account, and in the Explore to Earn section of the My Rewards page, find Refer a Friend. Click to refer. You can Tweet it, iMessage it, Facebook share it, send it via email or Whatsapp. The offer and voucher code will be displayed to the friend when they visit your store via your referral link.
If you haven’t found what you’re looking for, please get in touch with our Customer Care team.