Frequently Asked Questions
Q: How do I begin shopping on the Crabtree & Evelyn online store?Q: How do I use the Shopping Bag?
Q: Which forms of payment are accepted?
Q: Can I use more than one credit card to pay for my online order?
Q: Can I change or cancel my order?
Q: At which point during the order and shipment process is my credit card billed?
Q: Do I have to pay sales tax on my online purchase?
Q: How much will the shipping charges be for my particular order?
Q: Is international shipping available?
Q: Can I ship to an office or residential address different from my billing address?
Q: How do I know when my order has been received?
Q: How quickly can I expect my order to be dispatched?
Q: How do I know when my order has been shipped?
Q: What if I'm not home when the parcel is delivered?
Q: What is Crabtree & Evelyn’s returns policy for purchases made from Crabtree & Evelyn online store?
Q: Are the product images on your website photographs of the actual merchandise?
Q: What is the fastest way to find a particular product on Crabtree & Evelyn’s online store?
Q: How often is the stock updated on Crabtree & Evelyn’s website?
Q: What if an item is out of stock?
Q: Can I get a catalogue of your product assortment sent to me?
Q: Can I have my online order gift wrapped?
Q: Can I include a personalised message?
Q: Can I purchase gift cards online?
Q: How do I access my Privilege Customer Program prices online?
Customer Service Contact
Q: How do I begin shopping on the Crabtree & Evelyn online store?
To begin shopping, simply go to product category menu bar at the top of the screen and navigate to the appropriate category and product. You can also search for products using the search feature in the top right hand corner or alternatively Shop By Collection, located on the right hand side of the menu bar. Select an item and quantity and click on Add to cart. You will then automatically be redirected to your Shopping Bag.
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Q: How do I use the Shopping Bag?
The Shopping Bag holds products you wish to purchase while you shop, the same way you use a shopping bag in a retail store. To update the quantity of an item, simply type in the quantity you wish to purchase and click the Green + button to the right. To remove an item, simply click the Red X button also on the right of the number box. If you wish to continue shopping, click 'Continue Shopping' or simply use the scroll down product category menu on the left of the Continue Shopping. The Shopping Bag stores the items you wish to purchase while you complete browsing. When you are ready to purchase your item(s), click on 'Shopping Bag' in the top right hand corner of the screen. Our checkout process is fast, easy and secure.
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Q: Which forms of payment are accepted?
We currently accept Visa, Amex & Master Card Credit Cards. We do not accept Diners Club Card.
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Q: Can I use more than one credit card to pay for my online order?
No, we only accept one credit card number per order.
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Q: Can I change or cancel my 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 Department on 1800 CRABTREE (1800 2722 8733) or 03 8551 1050.
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Q: At which point during the order and shipment process is my credit card billed?
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 a 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.
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Q: Do I have to pay sales tax on my online purchase?
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.
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Q: How much will the shipping charges be for my particular order?
A: You can choose from 2 options for your items to be shipped. For options 1 and 2 you can select your shipping preference when you are at the checkout. If your order is over $100 you will receive free Express Road shipping (see below). Please note *Special Shipping applies to some products: Due to federal shipping regulations all items with atomizers or sprays must be sent via our road service.
- Option 1: Express Road 3-10 Day Service $15.00. *NB – Special Shipping: Due to federal shipping regulations all items with atomizers or sprays must be sent via our road service.
- Option 2: Overnight Australian Air Express Service $20.00. NB – Non Flammable items only.
- Option 3: FREE express road delivery for all orders over $100
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Q: Is international shipping available?
No, Currently we only ship to destinations within Australia. You can call our Customer Service Department 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
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Q: Can I ship to an office or residential address different from my billing address?
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.
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Q: How do I know when my order has been received?
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.
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Q: How quickly can I expect my order to be dispatched?
Usually orders will be dispatched on the same day that they are received, unless they come in late in the day or after business hours. Orders are usually processed and dispatched within 24-48 hours of receipt. For orders received late in the day on Friday or over the weekend, dispatch will be on the following Monday.
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Q: How do I know when my order has been shipped?
Once your order has been shipped, we will send you an email confirming that your order has been shipped, which has details of your consignment number so you trace your parcel online.
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Q: What if I'm not home when the parcel is delivered?
During the check out stage when you are purchasing products online we request that you advise delivery instructions of a secure location (ie: leave on porch) in the space provided. All orders delivered via Road Express will only have one delivery attempt and must be left according to your instructions if you are not home. The courier driver cannot telephone customers on arrival to arrange delivery and the parcel cannot be taken to a post office if not home. Only Air Express orders can be instructed to leave a card and take to the closest post office for your pick-up. Ensure that this information is included in the if not home instructions.
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Q: What is Crabtree & Evelyn’s returns policy for purchases made from Crabtree & Evelyn online store?
At Crabtree & Evelyn we want you to be completely happy with your purchase. We believe strongly in our products and their quality. But if for any reason you aren't satisfied to keep a product ordered on Crabtree & Evelyn’s online store, you may return new and unused items within a reasonable time from the date of receipt. 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 a Returns Authorization number 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.
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Q: Are the product images on your website photographs of the actual merchandise?
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.
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Q: What is the fastest way to find a particular product on Crabtree & Evelyn’s online store?
Use our convenient, cross-category 'Search' field located on the top right hand side of the page. You can search by product name or key word(s) describing the product. This should then bring up a drop down menu of products containing the key work for you to select.
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Q: How often is the stock updated on Crabtree & Evelyn’s website?
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.
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Q. What if an item is out of stock?
If an item is out of stock, it will be shown as “Temporarily Out of Stock”. If you wish to do personal shopping, use the Store Locator to find a store near you and call to confirm that they have your desired product in stock.
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Q: Can I get a catalogue of your product assortment sent to me?
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
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Q: Can I have my online order gift wrapped?
Yes our online store can gift wrap your order with signature boxes and decorative bags for the minimal charge of $4. Please note that all items in one order will be boxed or bagged as one gift. To have your order wrapped, Click ‘Gift Wrap' under the order options menu in the ‘My Shopping Bag’ stage of the checkout. Your order will be placed in a gift box or decorative bag depending on the size and shape of your purchase. If you have multiple items in your order and wish for items to be wrapped individually please contact our customer service department via email askus@crabtree-evelyn.com.au or phone 1800 CRABTREE (1800 272 287 33) with your instructions.
All orders sent to an alternative shipping address than the billers details, will not include a copy of the receipt, in order to conceal the value of the gift from the recipient. If you wish to receive a sales receipt please contact our customer service department via email askus@crabtree-evelyn.com.au or phone 1800 CRABTREE (1800 272 287 33).
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Q: Can I include a personalised message?
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 Bag’ stage of the checkout.
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Q: Can I purchase gift cards online?
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.
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Q: How do I access my Privilege Customer Program prices online?
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.
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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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