Frequently Asked Questions

We want to ensure that your visit to our site is as pleasant as possible and to be able to help quickly we have written the answers to some of the more frequent questions you ask us. If you do not find the answers to your questions on this page, please call our Customer Services Department on 011 792 7572.

  • Step 1: Log in to your account from the ‘My Account’ section below, in our website footer
  • Step 2: In the ‘Profile’ section on the left hand side you can change all your details including your password. Simply over write the existing one.
  • Step 3: Please note that you have to press the ‘Continue’ button to save your new details.
  • Step 1: Log in to your account from the ‘My account’ link below, in our website footer
  • Step 2: Click on the ‘Forgot Password’ link and enter your email address and click continue.
  • Step 3: You will receive an email with your new password.
  • Please note: If you want to change your password please follow the steps above.
  • Step 1: Log in to your account from the ‘My account’ section found below in our website footer.
  • Step 2: In Profile you can change all your details including your address. Simply over write the existing one.
  • Step 3: Please note that you have to press the ‘Continue’ button to save your new details.
  • Returns can be made at any Crabtree & Evelyn store or by contacting our Customer Services Department or calling 011 792 7572.
  • You will need your Order Number as supplied to you with the confirmation of order
  • Please note: that you will  receive an email to let you know that we are processing your requests. Once this has been reviewed you will receive another email with details of your return order. Please follow the instructions. If in doubt please refer to our Returns policy or click here.

We do have Palm Oil in our products. The Palm Oil sourced by Crabtree & Evelyn London is sourced through a renewable source and is RSPO certified.

See below a link to the RSPO website to support you in writing your reply:

http://www.rspo.org/certification/how-rspo-certification-works

We understand there is in an ever-urgent need and growing global concern that commodities are produced without causing harm to the environment or society. RSPO certification is an assurance to the customer that the standard of palm oil production is sustainable.

Palm oil producers are certified through strict verification of the production process to the stringent RSPO Principles & Criteria for Sustainable Palm Oil Production by accredited Certifying Bodies, and can be withdrawn at any time in case of infringement of the rules and standards. All organisations in the supply chain that use RSPO certified sustainable oil products are audited to prevent overselling and mixing palm oil with conventional (or non-sustainable) oil palm products. These organisations can claim the use of RSPO certified sustainable oil palm products “on pack” by using the RSPO Trademark.

Please note, removal of ingredients such as Palm Oil is not an absolute answer to many complications and issues. Equally replacement of such ingredients with others such as Coconut Oil can have a similar if not greater impact to the environment/living species.

Crabtree & Evelyn does not test any of its products or any of its ingredients on animals. We do not own any animal testing facilities and we never ask others to test on animals for us. While some governments conduct animal testing to prove safety before they will allow us to sell our products, Crabtree & Evelyn has never tested on animals.

 

If you don’t test products on animals, why is Crabtree & Evelyn not included on the PETA list of companies who don’t test?

 

Crabtree & Evelyn is opposed to animal testing. We do not test our finished products on animals or conduct animal testing during the formulation process. However, because our products are sold in China, we are not included on the list of companies who do not test even though we ourselves have never tested on animals. In China, the health authorities still require and carry out animal testing for certain products. We remain opposed to animal testing, however we are committed to providing our products to all of our customers who want them, wherever they live in the world. Unfortunately, some countries test products in a government mandated laboratory where animal testing is employed. Where this is the case, we consider very carefully what our approach to this may be and how we may pursue membership of global bodies that work towards changing this approach.