Ordering and Payment 

Frequently Asked Questions

We currently accept Visa, Amex & Master Card Credit Cards. We do not accept Diners Club Card

No, we only accept one credit card number per order

Once you have clicked Confirm Order, your order begins to process and you cannot make any online changes. To change or cancel your order prior to shipment, you must contact our Customer Service Team on 1800 CRABTREE (1800 2722 8733) or 03 8551 1050

Your credit card will be billed at the time you submit your order, and it has been successfully received by Crabtree & Evelyn. You will receive an email containing a summary of your order and a unique order number, if you do not receive this email please contact Crabtree & Evelyn customer service.

Since Crabtree & Evelyn Australia is based in Victoria, Australia, state law requires that we charge Goods Services Tax (GST) on orders shipped to customers residing in Australia. Please note that prices listed on the site are inclusive of GST and therefore Australian customers will pay as per the listed prices.

You can choose from 2 options for your items to be shipped:

  • Option 1: Australia Post Road Service 3-10 Days $8.95 Flat Rate *NB – Special Shipping: Due to federal shipping regulations all items marked as with atomizers or sprays must be sent via our road service.
  • Option 2: Star Track Express 1 -2 Day Service $20.00 Flat Rate. NB – Non Flammable items only. Cannot be delivered to a P.O Box or Parcel Locker as signature is required on delivery

No, Currently we only ship to destinations within Australia. You can call our Customer Service Team on 1800 CRABTREE (1800 2722 8733) or 03 8551 1050 to find out if we have a distributor in that country who can accommodate your order. If you wish to place an order to be shipped to the US or Canada please visit www.crabtree-evelyn.com. If you wish to place an order to be shipped to the UK please visit www.crabtree-evelyn.co.uk

You can ship to an office address or a residential address other than your billing address. Your billing address should be the address listed with your credit card company.

Once your order has been received, we will send you a confirmation email with your order number. We advise that you keep this email for your records.

Our Warehouse operates Monday to Friday and we endeavor to process and dispatch all orders within 48 hours of receipt, however during peak periods, such as Mother's Day and Christmas dispatch may take longer than usual. All orders placed with Star Track Express ($20) will be processed with priority. Orders placed after 12pm on a Friday or the weekend will be dispatched on the following Monday or the first available business day. 

Once your order has been dispatched, we will send you an email confirming the details of your consignment number so you track & trace your parcel online.

Getting your goods to you swiftly and safely is so important to us, to ensure your delivery arrives in the quickest time possible.

Orders delivered via Australia Post and will have one delivery attempt and if you are not able to sign for your parcel, a calling card will be left and your parcel will be taken to the closet post office for collection, unless you have specified 'Authority To Leave' (ATL) instructions. Your parcel will be sent back to Crabtree & Evelyn if your parcel is not collected within the allocated time frame.

Parcels will only be left at premises when an Authority To Leave (ATL) has been provided by the customer, at the customers own risk. Authority To Leave (ATL) orders will be delivered to the address provided, whether attended or not. You also release Crabtree & Evelyn from all liability if an incorrect address is supplied or a parcel is stolen from your property after delivery.

For Air Express orders: undelivered parcels will be taken to the nearest Star Track Express Depot and a calling card will be left.

Unfortunately our nominated courier drivers cannot telephone customers to arrange delivery.

At Crabtree & Evelyn we want you to be completely happy with your purchase. We believe strongly in our products and their quality. Within a reasonable period, we will gladly provide you with your choice of Refund OR Exchange Or Credit if the product/s you have purchased are:

  • Faulty (fault not indicated on the item OR you were not made aware of fault when purchasing)
  • Significantly different to those shown or described to you
  • Not performing as described on the packaging.

You can return your purchase to any Crabtree & Evelyn Retail Store or send it to our Online Store Customer Service Department.

Crabtree & Evelyn Australia Online Store Customer Service Department
42 Fairchild Street
Heatherton, Victoria 3202

Just a couple things to remember:

  • Before making a return you must contact Crabtree & Evelyn’s Online Store Customer service team to receive authorization on free call number 1800 CRABTREE (1800 2722 8733) or (03) 8551 1050 (standard call costs apply)
  • Please enclose a copy of the invoice with instructions on how to handle the return. Let us know if you would like a replacement or credit
  • Include a daytime phone number where we can contact you
  • We cannot accept returns or exchanges on perishable foods or shaving brushes (unless faulty)
  • Return postage costs are non-refundable except where goods are faulty, damaged or incorrect

Yes, all product images on Crabtree & Evelyn's online store are images of our actual merchandise. Please note, however, that some colours and images might display differently on different monitors.

We are constantly adding to our expansive collection of products. By regularly updating our product lines we are able to supply you with seasonal favourites as well as the most current collections. The best way to stay in the loop of our collections and exclusive offers is to simply sign up to receive email newsletters. Sign up with your email address at the bottom of this page

If an item is out of stock, it will be shown as “Out of Stock”. If you wish to know more about stock availability please contact our friendly Customer Service Team on 1800 2722 8733, or email askus@crabtree-evelyn.com.au

Yes, please contact our Customer Service Department on 1800 CRABTREE (1800 2722 8733) or 03 8551 1050 or email us at askus@crabtree-evelyn.com.au

Yes we can gift wrap your order with beautiful signature boxes and decorative bags to make gifts extra special.  Just select ‘Gift Wrap' under the order options menu in the ‘My Shopping Cart’ stage of the checkout. 

Gift wrap starts at just $2 and your order will be placed in a gift box or decorative bag depending on the size and shape of your purchase. Please note that our elegant gift boxes and bags change seasonally and designs may vary.

A free personalised gift card is available for all gift wrap orders.  You can enter a personalised message for a boxed gift and for each individual gift wrapped item during the checkout process

All orders sent directly to the recipient do not include an invoice. If you wish to receive a sales receipt please contact our Customer Service Team via email askus@crabtree-evelyn.com.au or phone 1800 CRABTREE (1800 272 287 33).

We can enclose a complementary gift card with your personalised message with the gift. Enter your message at the order options menu in the ‘My Shopping Cart’ stage of the checkout.

Gift Cards can be purchased online and from Crabtree & Evelyn retail stores, however currently they can only be redeemed in one of our retail stores and in Australia only. Please see our Store Locator for your nearest Crabtree & Evelyn Store.

To access your Privilege Customer Program prices online you must have created an online account. To set this up click on 'My Account' and enter your details and privilege card number in space provided. Every time you log in to your account on the online store our site will recognise you are a Privilege Card Program member and will automatically display prices at your discounted price.

All Australia Post Road Express orders can be delivered to a PO Box and Parcel Locker, as long as they do not contain items that are marked as ‘Special Shipping’ such as Room Sprays, Perfumes and gifts containing these items. 

Our Air Express 1-2 Business Day Service is unable to deliver to PO Box addresses and will be sent via our Road Express Service.

Customer Service Contact

You can contact us via email at any time on askus@crabtree-evelyn.com.au or on 1800 CRABTREE (1800 2722 8733) or 03 8551 1050 during business hours (Mon – Fri 9am – 5pm AEST). Our dedicated staff will endeavour to respond to your questions or concerns as efficiently as possible.

 

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