On this page you'll find everything you need to know regarding interacting with this website, shopping with us, and how we use your personal information.
If you don’t agree with these terms then please do not use this website. As used in these terms, "Crabtree & Evelyn," "us," or "we" refers to Crabtree & Evelyn (Overseas) Limited. We may change these terms and will publish the new ones here. Please check these terms periodically when you use this 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 5QG, company number 01434171 and VAT number 410808287.
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 contents of this website belong to or are licensed to us. You may download or copy the contents of this website for your personal use in accordance with these terms, provided that you do not modify the contents or remove any copyright or trade mark notices, but you may not use the contents for commercial purposes.
Use outside the UK
Unless indicated otherwise, the website is for use in the UK, although we may accept orders for delivery to locations outside of the UK subject to legal and practical restrictions. If you access this website from outside the UK then you are responsible for complying with local laws.
You agree that we are not required to treat User Content as confidential, to pay you or to respond to your User Content. For any User Content you submit, you grant us a non-exclusive, sub-licensable, fully paid-up, perpetual, irrevocable, royalty-free, transferable licence to use, display, perform, transmit, copy, modify, delete, adapt, publish, translate, create derivative works from, sell and distribute such User Content, including making derivatives or otherwise incorporating it into other materials, without compensation to you. We may also 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 by others of any personal information that you voluntarily disclose in connection with any User Content you submit.
You confirm that you have the necessary rights to grant the licences in this section. You will ensure that any User Content you submit is accurate, does not violate any law, will not violate any right of a third party and will not cause injury to any third party. You 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 us or third parties as to the origin of any User Content. You are responsible for the User Content you submit and agree to indemnify us for any claims resulting from any User Content submitted by you. We may monitor, edit, and remove User Content. We are not responsible for any User Content submitted by you or any third party.
Links to other websites
If we link from this website to sites operated by third parties, we are not responsible for those sites.
The display of products on this website is not a guarantee that the item is in stock or that it will be available when you visit this website at a later date. If you have questions about the availability of a particular item, please call us: 08432896560 or send us an email: firstname.lastname@example.org. Customer Services will make every effort to assist you. Occasionally there may be information on our Site that contains errors. We may correct the errors and not accept orders if we identify errors.
The exact appearance of each product on the Site will depend on the quality of your monitor. For this reason, we cannot guarantee that your monitor's display of our products and packaging will be accurate.
These terms are governed by and will be construed in accordance with English law.
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Information about us
This 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 5QG, company number 01434171 and VAT number 410808287.
Placing an order
To place an order through the website you can either become an account holder (in which case you need to provide mandatory personal information) or purchase as a guest user. Our Checkout 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 provided your delivery and payment information you’ll have the option to review your order before you click the “Place order” button at the end of the process.
By clicking on the “Place order” button you are making an offer to buy the 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, which will happen when we dispatch the goods to you, and which is when an agreement is created. We will send you an email telling you when the goods have been dispatched to you. We do not have to accept your offer and if we chose not to sell you the goods, then we will tell you by email and if you have already paid, we will refund you in full as soon as reasonably possible.
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 our property until we have delivered the products to the address specified by you. Prices given do not include delivery costs, which will be specified as part of the order process.
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.
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. 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.)
If you are a consumer, you may cancel your order without needing to give a reason. This cancellation period begins on the day you order the goods and ends 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 to email@example.com or to the following address:
Crabtree & Evelyn
FAO Customer Service,
27 Kelso Place
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 told us you were cancelling your order. Please review our Returns Policy for instructions on how to return goods to us. We may collect the goods at your cost if you fail to return the goods within the 14 days.
If you cancel and return goods within the 14 days we will reimburse all payments received from you for the returned goods, including the cost of delivery (but if you did not chose the least expensive standard delivery, then we will not reimburse the additional amount you paid) 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 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, we 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
To return goods by post or parcel service, please first 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.
If goods are being sent by post, we recommend that returns are made via recorded delivery and/or that proof of postage is obtained in case we do not receive the goods being returned. If goods are being 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 them securely to ensure they arrive in their original condition. We reserve the right to refuse a refund or exchange for damaged goods.
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:
Crabtree & Evelyn
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.
We are not responsible for any breach of these terms caused by circumstances beyond our reasonable control. If we are in breach of these terms, 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 terms. 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 terms from time to time without notice to you. Any updates or amendments will be posted on the website and will apply to any future orders you place. You may not assign or subcontract any or your rights or obligations under these terms unless we agree in writing. We may assign, transfer, or sub-contract any of our rights or obligations under these terms. If any of these terms are found to be illegal, invalid, or unenforceable by any court of competent jurisdiction, the rest of these terms will continue to apply.
These terms and any agreement between us will be governed by English law and any dispute between us will be subject to the exclusive jurisdiction of the courts of England and Wales.
Information about us
Information covered by this policy
What information is collected?
Information you give us
We collect personally identifiable information that you provide, such as your name, billing address, shipping address, telephone number, e-mail address, credit card information, gender, user-generated content, and date of birth, when you:
- Make a purchase
- Enrol in a loyalty, rewards, or promotional program
- Participate in interactive features on the Site such as product reviews
- Sign up to receive e-mails or other notifications from us
- Enter a contest or sweepstakes
- Fill out a survey
- Create a Crabtree & Evelyn account
- Use a social media service like Facebook or Twitter to communicate with us
- Submit a request to our customer service department
Information we collect
- IP address, login information, browser type, location, time zone, operating system, and other technical information
- Information about your visit, including the websites you visit before and after our Website and products you viewed
- Length of visits to pages on the Website, and page interaction information
Emails that we send as part of our marketing programs may use web beacons and other technologies that tell us whether an email has been opened. We may also collect information using cookies on this website and on other websites to understand how you interact with our advertising to make sure we’re delivering it in the most relevant way. When you provide publicly available content, such as content posted to a social media page, we may collect that information.
Information we receive from others
We may receive information about you from third parties that we work with, including, for example, advertising networks, analytics providers, search information providers, credit reference agencies, and fraud detection providers.
How is my information used?
We and third party data processors acting on our behalf may collect, store, and process your personal data:
- To process, track, and fulfil your order
- To communicate with you about the status of an order
- To identify your product and service preferences
- To administer a sweepstakes or contest
- To deliver coupons, marketing communications, and ads
- To administer loyalty, rewards, and promotional programs
- To improve the effectiveness of the Website
- To prevent fraudulent transactions
- To help us market our products more effectively
- To remind you of what you’ve added to your bag
This data will not be used for marketing purposes unless you have explicitly consented to receive marketing emails when you created your account or subscription (the “exclusive offers” option in Preferences).
We rely on your consent to do this when you provide your data to us. Where we ask for your consent to use your personal data to fulfil orders (such as your address), if you do not agree then we may not be able to fulfil your order.
Will my information be shared?
We may also share your information with trusted companies that provide business support services to us (such as shipping, name and address verification, customer service, contest administration, email distribution, fraud detection, and promotions fulfilment), companies that help us market our products and services, and analytics and search engine providers that assist us in the improvement and optimization of this website. These companies are not authorized to use to use the information we share with them for any other purpose or to send you unsolicited email. With your prior consent, we may share names and addresses from our mailing list with carefully chosen marketing partners. We may also share aggregated statistical or demographic information with third parties in a manner that does not reveal personally identifiable information.
Where is my information stored?
The data we collect may be transferred to and stored at destinations outside the European Economic Area (“EEA”). It may also be processed by personnel operating outside the EEA who work for us or for one of our service providers. Countries outside the EEA may not offer the same level of data protection as the United Kingdom. By providing us with your personal information, you agree to this transfer, storing, or processing. To protect your data we will enter into appropriate contractual arrangements with any companies we share data with outside the EEA or rely on other appropriate protections such as Privacy Shield in the case of export to the USA.
Is my personal information secure?
To protect the security of your online order information, we use SSL (Secure Sockets Layer) technology. SSL technology encrypts your credit card number, order information and personal information before it is transmitted to help protect it from being decoded by anyone other than us. We also require our third party providers to take reasonable precautions to keep your personal information secure. Unfortunately, no storage system and no transmission of information is completely secure.
How long will my data be stored?
We will retain your data as long as necessary for the purposes you have consented to. Where this is open-ended, such as where you agree we can send you emails about events, you can contact us at any time to request that we stop using your data for these purposes. We will regularly review whether we still require your data for the consented purposes, and if not, we will delete your data.
What are my rights?
In addition to being able to change (or withdraw) your consent for how we process your personal data, you may also:
- ask us to correct any inaccuracies with your data
- ask us to provide your data that you have consented to us using in a machine readable form for your use
- lodge a complaint with the Information Commissioner’s Office, which can be done here: https://ico.org.uk/concerns/
Do you link to other sites?
For your convenience, this website may include links to and from other websites. If you follow a link to any of these websites please note that these websites have their own privacy and security policies which you should review. We do not accept any liability or responsibility for these other websites or their policies.
What choices do I have?
It is important that you are able to control your personal information. You have the right to request a copy of the personal information we hold about you, to ask us to update or delete your personal information, and not to be contacted by us if you do not wish to be. You can also update your preferences and certain information on our settings page. If you do not wish to receive emails from us, please follow the removal instructions at the bottom of the email.
If you want to exercise any of the other choices described above or you have any questions or concerns about how we treat your personal information, you may contact us as follows:
Crabtree & Evelyn (Overseas) Limited
Pontyclun, Wales, CF72 8HL
We have enabled and use on the Site applications available from Google, termed Google Analytics Advertising Features. These include: Remarketing with Google Analytics, Google Display Network Impression Reporting, and Google AdWords. These Advertising Features work together with cookies and cookie technology.
The Advertising Features collect specific visitor cookie data, such as the source, medium, and keyword used to visit the Site, and other information, such as how often users visit this Site, what pages they visit when they do so, and what other sites they used prior to coming to this Site. We use the information we get from Google Analytics only to improve this Site. Google Analytics collects only the IP address assigned to you on the date you visit this Site. We use Remarketing with Google Analytics in conjunction with Google AdWords to display content specific advertisements to visitors that have previously visited our Site when those visitors go to other websites that have the Google Display Network implemented.
So what are cookies?
A cookie is the name for a text file which contains small amounts of information which are downloaded to your device (computer, tablet, mobile etc.) when you visit a website. Cookies do lots of different jobs, like letting you place orders online, navigate between pages efficiently, remembering your preferences and generally improve your experience on the website. They can also help to ensure that adverts you see online are more relevant to you and your interests, i.e. by showing you reminders of what you viewed on a site but did not buy. You can find more information on cookie types below.
You can manage your cookie settings at any time through your browser - i.e. Internet Explorer, Mozilla Firefox, Chrome etc. If you connect to the internet through a variety of devices - perhaps a home computer, smart phone and tablet you may have to adjust your settings on each device.
We haven’t changed anything about our site, so if you are happy with how it works then just keep on using it as you have been. If you ever want to adjust your settings, you can revisit this page and follow the links to manage your settings. The cookies we use on crabtree-evelyn.co.uk never collect anything that personally identifies you, such as your name or address and we never sell your details to any third parties.
The cookies we use (which may sometimes include ones created by specialist third parties) tend to work primarily from identifying the IP address of the device you connected to the internet on and this number is then used to distinguish one visitor from the next. From this we aggregate the information and analyse it for key behaviours, trends, or to learn if there are errors occurring on our site that we were unaware of.
This IP number can relate to your general geographical location - i.e. the country you are in, and may disclose what device you connected to the internet via - i.e. PC, Mobile or Tablet. This is so the most suitable version of the website can be displayed for your device.
Summary of different cookie purposes
Strictly Necessary Cookies:
Without these cookies, you would not be able to use our website to place orders. For example, our essential cookies allow the site to remember what items you added to your basket, and keep them saved when you move to the checkout and start to purchase your order.
These types are used by us in order to enable us to collect and analyze visitor behaviour that helps us recognise patterns and trends, spot areas we could improve (like if a page breaks) and generally helps us improve our website to give you the best possible experience. If you interact with one of our digital ads, or come via an affiliate partner of ours, the cookies will help us understand that these third party referrals took place. Our affiliates are funded by earning a small commission from their referrals who go on to purchase with us, and sometimes these partners pass this back to you as points, so although these cookies are not essential, if you block them, you stop getting your loyalty points.
These enable certain non-transactional functions or features of the website to work correctly for you - such as providing the My Account zones, our Ratings & Review services, Social Media Sharing and Like buttons, or offering you the Address Finder tool at the Checkout. It’s important to note that when interacting with our Social elements such as Tweet This, or Facebook Like buttons, the visibility of your actions and how public they are, will depend on the settings you have in place on your separate social media account.
Targeting or Behavioural Cookies:
These are particular cookies used to try and tailor your browsing experience our website and to personalised advertising to you after you leave a site. We run these ads occasionally, and they will typically show you reminders of a few items you seemed interested while on our site. They should reduce in frequency over a week or two, but if you want to opt out, you can manage this at any time by visiting this website for more info: www.youronlinechoices.eu You will also be able to opt out of this kind of advertising by other brands at the same time.
Keeping safe with social media
If you interact with us via Reviews or FAQ features, the username you enter will be displayed publicly on our site. For this reason, you may prefer to enter a nickname if you do not want your real name to be published.
We have also recently launched Social Media accounts such as our Facebook page and Twitter accounts, if you have accounts with either of these, you will be able to interact with us. However, your profile or account name could become visible to the other people who have also Liked or Followed us. This will depend on the privacy settings you have selected with those providers. This is also true if you use the Share Me, Like or other Social Icons on our product pages. If you post a comment on our Blog, your email address will not be shown, however the name you enter will be. Therefore, you may prefer to enter just a first name, initial or nickname into the Name field.
Managing your cookie settings
You can review and manage your cookie settings at any time via your browser. However, if you block or opt out of all our cookies, you are likely to find that our website becomes very difficult to use.
On our site, we feel the first 3 types of cookie are really necessary to give you the best on-site experience with us. The information we collect is anonymous and always aimed at enhancing your on-site experience, so we hope you will continue to be happy for us to use these during your visits. Unless you have chosen to block or edit your cookie settings, we will determine that we have your consent to allow us to use them.
For instructions on how to manage your cookie settings, please visit:
For instructions on how to opt out of Behavioural Advertising Cookies, please visit:
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CE Holdings Limited and its subsidiaries (“Crabtree & Evelyn”) believe that societies, economies and businesses thrive when human rights are protected and respected. Respect for human rights is fundamental to both our purpose of serving the world by making body care, home fragrance and food products that people love, and to our commitment to ethical business conduct. Crabtree & Evelyn respects and acknowledges internationally recognized human rights principles. Within Crabtree & Evelyn and throughout our supply chain, we are committed to treating people with dignity and respect.
This statement refers to the financial year commencing on 1 January and ending on 31 December 2017, and sets out the steps we have taken to prevent modern slavery and human trafficking in our business or supply chain.
About Crabtree & Evelyn
Founded in Cambridge, Massachusetts in 1968, Crabtree & Evelyn is an international manufacturer and retailer of body, fragrance and home care products. As a brand we have stores across Europe, North America and Asia Pacific. Crabtree & Evelyn is based in the UK, with a head office in London and subsidiaries in Australia, Austria, Canada, China, France, Germany, Hong Kong, Malaysia, Mexico, the Netherlands, Singapore and the USA.
Our Supply Chain
Crabtree & Evelyn work within a large, diverse value chain of business partners. Our supply chain global in nature, spanning production locations throughout Europe, North America, and the Asia Pacific. We recognize that each entity in this chain has its own independent duty to respect human rights. We expect our business partners to adhere to ethical business conduct consistent with our own, and are committed to working with them to fulfill this common goal.
The Sourcing and Quality teams conduct an evaluation of first tier trade suppliers prior to their engagement as an accepted business partner. First tier trade suppliers are defined as “as any supplier to which a material purchase order is issued, and which in turn ships requested goods to Crabtree & Evelyn. This tier does include certain distributors, trading companies, and agents, and therefore does not necessarily include all original manufacturers, which can be at a second or third tier”. The evaluation includes the required signature of Crabtree & Evelyn’s Global Supplier Requirements Manual (the “Supplier’s Manual”) prohibiting suppliers from employing forced or involuntary labor, child labor or engage in abusive treatment or corrupt business practices in supplying goods or services. The Supplier’s Manual contains an Ethical Trading Policy requiring supplier workplaces to be free of discrimination, any form of harsh or inhuman treatment, including corporal punishment, the threat of physical abuse, sexual harassment, or other forms of intimidation. The Ethical Trading Policy prohibits the use or threat of physical or sexual violence, harassment and intimidation against a worker, his or her family, or close associates. Crabtree & Evelyn currently does not have any policies addressing human trafficking specifically as such.
Supplier Responsibility Program
The protection of human rights is one of the four pillars of our supplier responsibility program. Responsible sourcing is defined in our Ethical Trading Policy. We also require our business partners to sign and abide by our Ethics and Compliance Survey.
Crabtree & Evelyn purchases materials from suppliers located in Europe, North America and Asia Pacific. Crabtree & Evelyn verifies its supply chains by doing business with suppliers that are well-established, reputable organizations that respect the legal requirements of the jurisdictions in which they operate. Suppliers are asked to read and sign the Supplier’s Manual on an annual basis subsequent to becoming an accepted supplier. Crabtree & Evelyn strongly believes that their suppliers to do not engage in slavery or human trafficking.
On an annual basis, first tier suppliers are asked to conduct self-audits to evaluate ongoing compliance with the Supplier’s Manual that currently prohibits forced labor, child labor, and harassing and abusive treatment.
The requirement for suppliers to self-audit defines expectations around the suppliers’ efforts to promote equal opportunity, voluntary freedom of association, fair compensation to enable employees to meet basic needs, opportunity to improve skills which provide them with social and economic opportunities, a safe and healthy work place, and fair competition in respect to intellectual and other property rights. The self-audits are not independent and are not unannounced. Should a supplier’s self-audit be deemed a failure by the Sourcing and Quality teams, no business may be awarded to that supplier until they are in compliance.
By signing back the above-referenced self-audit, Crabtree & Evelyn asks each prospective direct first-tier supplier to certify that it will comply with Crabtree & Evelyn’s policies prohibiting the use of forced and compulsory labor, child labor, and harassing and abusive treatment. On an annual basis suppliers are asked to sign back their agreement to Crabtree & Evelyn’s Global Supplier Requirements Manual, which includes Crabtree & Evelyn’s Ethical Trading Policy.
Accountability and Results
Crabtree & Evelyn has implemented internal systems and procedures to ensure that Crabtree & Evelyn’s policies prohibiting the use of forced and compulsory labor, child labor, and harassing and abusive treatment are followed by its first-tier suppliers. Non-compliance can result in corrective action or termination of the relationship. Any supplier found to be in violation of these policies would be immediately terminated, and removed from consideration for future Crabtree & Evelyn business.
Crabtree & Evelyn does not currently provide employees, suppliers, nor management with direct responsibility for supply chain management, with specific training on slavery and human trafficking, nor on how to mitigate such risks within the supply chain of products.
Commitments for 2018-2020
- Develop and roll out a formal training program to include all Quality and Sourcing personnel, covering all aspects of supplier compliance relative to ethical trading including modern slavery;
- Establish clear first tier reporting requirements policy for monitoring second tier suppliers;
This statement was approved by the Board of CE Holdings Limited and signed on its behalf by:
David L. Stern
Global Chief Executive Officer