Terms & Conditions
and Policies

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.

Website Terms of Use

These terms of use govern your use of this website. By using this website you agree to be bound by these terms.

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 (Hong Kong) 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 (Hong Kong) Limited (“Crabtree & Evelyn”, “we”, “us” or “our”) a company incorporated in Hong Kong with an office at 11/F The Octagon, No.6 Sha Tsui Road, Tsuen Wan, Hong Kong.

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.

User communications

We welcome your comments, suggestions and other content submitted through this website, social media, e-mail, telephone, or mail ("User Content") as long as the User Content complies with these terms. Other than personal data, which is subject to our Privacy Policy, User Content will be subject to the following terms:

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.

Product information

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 send us an email: services@crabtree-evelyn.com.hk. Customer Services will make every effort to assist you.

Occasionally there may be information on our Site that contain errors. We may correct the errors and not accept orders if we identify errors.

Product appearance

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.

Prevailing language

The English version of these Terms of Use will prevail if there is any conflict between the English version and any translated version of these Terms of Use.

Applicable law

There terms are governed by and will be construed in accordance with Hong Kong law. 

Personal information

Our use of your personal data is governed by our Privacy Policy.

Terms of Sale

Please read this page carefully before ordering any product. These terms apply to any order you place through our Hong Kong website: www.crabtree-evelyn.com/hk. By placing an order through the website you confirm that you have read, understand, and agree to these terms.

Information about us

This website is operated by Crabtree & Evelyn (Hong Kong) Limited (“Crabtree & Evelyn”, “we”, “us” or “our”) a company incorporated in Hong Kong with an office at 11/F The Octagon, No.6 Sha Tsui Road, Tsuen Wan, Hong Kong.

Placing an order

To place an order through the website you have to become an account holder (in which case you need to provide mandatory personal information). 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 “Checkout” button at the end of the process. 

By clicking on the “Checkout” 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 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. 

The agreement between us will consist of these terms, our Privacy Policy and the information contained in the dispatch email (including the goods you ordered, payment arrangements, the price of the goods including taxes, the estimated time of delivery and delivery charges and your cancellation rights).  


Our Privacy Policy describes how your personal information will be used and stored by us.


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. We accept credit card payments by MasterCard and Visa. Your card will be charged the day after you place your order. We will only be able to accept orders for delivery to addresses within Hong Kong. The billing name and address must match the card used for payment and the payment card used must be issued in Hong Kong.


Details of delivery options for online orders in Hong Kong can be found below. Free standard delivery is available on all orders over HK $450.

Standard delivery

We will deliver your order to such address provided by you at checkout through a third party logistic service provider. You (or your representative) agree to present a valid photo ID for identification purpose if so required by the third party logistic service provider when acknowledging receipt of the order. The order shall be, and shall be deemed to be, delivered and accepted by you when the order is delivered to the delivery address you provided at checkout. 

The order is deemed undeliverable if (i) the delivery address you provided at checkout is incorrect or outdated; or (ii) nobody is available to accept the delivery; or (iii) a recipient at the delivery address which you provided at checkout has refused the order. 

You agree and accept that we are entitled, at our discretion, to charge you additional costs or cancel your order in the event of the order is undeliverable for whatever reasons. 

Order will be dispatch to third party logistic service provider within 2-5 business days. 

Orders under HK$450 (based on the transaction amount after discount and/or after e-coupon and promotion code discount) will be charged HK$35 as standard delivery fee. 

Orders HK$450 and over will qualify for free standard delivery. 

Please note that we dispatch orders Monday-Friday. Business days are considered Monday to Friday, excluding public holidays. 

We do not deliver on Saturday, Sunday or public holidays. If you place an order on a weekend or public holiday, we will process your order the next business day. 

Orders cannot be split and must be delivered to a single address. All orders will be delivered by a service requiring a signature of the recipient. 

Delivery service is only available within Hong Kong. Please note that we do not offer international deliveries. Ma Wan, Hong Kong Disneyland, Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau, Mui Wo, Tai O, Peng Chau, Lamma Island and Outlying Islands will be subject to additional delivery fee (details available in checkout). 

Delivery service will be suspended when the typhoon signal No.8 or above or the black rainstorm signal is hoisted. In this event customers will be contacted to re-schedule delivery time. 

If delivery is delayed, postponed or cancelled due to traffic, weather, or other whatever factors, we shall not be liable for any loss or damage, no matter whether the factor which causes the delay, postponement or cancellation is within the control of us or not. 

In the event of the order is undeliverable for whatever reasons, all undelivered packages will be treated as a return and we reserve the right to charge a handling fee of HKD$100 per order upon processing a refund.

Returns & Exhanges

At Crabtree & Evelyn, our aim is to make your shopping experience as enjoyable and as straight forward as possible. An exchange will be offered provided the goods are faulty and/or damaged or if we have delivered incorrect goods. For the avoidance of doubt, damage to the outer packaging of the goods (such as the container box) shall not qualify for an exchange. All exchange as to be requested through our Customer Service Department by service@crabtree-evelyn.com.hk within 30 days of delivery date. We reserve the right to provide an exchange only if the returned good(s) is in line with our return policy.

Returning Goods by post or parcel service

To return goods by post or parcel service, please first obtain a Returns Number from us by emailing us at service@crabtree-evelyn.com.hk, available between Monday to Friday 9.00am – 6.00pm, excluding public holidays. Please include “RETURN” and the order number in the subject line. 

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.  The goods should be unused and in the condition originally sold together with all parts and accessories which are provided with the goods including manuals, certificates, labels, tags, consumables, bags, and boxes. We reserve the right to refuse a refund or exchange for damaged goods. 

Please ensure you enclose your proof of purchase, Returns Number and contact phone number with the return goods. 

We will inspect the return goods and will take time to process your return request, especially during peak seasons and/or after sale periods. 

 Any refund will be credited using the same means you used to make the payment. You are responsible for any postage costs for returns by post/courier. 

Send your returned items to: 

Crabtree & Evelyn (Hong Kong) Limited   

11/F The Octagon 

No. 6 Sha Tsui Road 

Tsuen Wan 

Hong Kong.

**Returning goods to Crabtree & Evelyn stores will not be accepted.

Our liability

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 any 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.

Prevailing language

The English version of these Terms of Sale will prevail if there is any conflict between the English version and any translated version of these Terms of Sale.

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 Hong Kong law and any dispute between us will be subject to the exclusive jurisdiction of the courts of Hong Kong.

Privacy Policy

At Crabtree & Evelyn we understand and respect your concerns about the privacy and security of your personal information. We are committed to maintaining and using your information responsibly. We collect information for one reason - to help serve you better.

Please review this Privacy Policy carefully (the “Privacy Policy”). It explains what types of information we collect, how that information is used, to whom it is disclosed, and how it is safeguarded. . We may change our Privacy Policy and when we do we will publish the changes here. To the extent such changes have a material effect on your rights or obligations as regards our handling of your personal data, such changes will only apply to personal data collected after the changes are applied.  For this reason, we encourage you to review our Privacy Policy periodically. 
Information about us

Crabtree & Evelyn (Hong Kong) Limited (“Crabtree & Evelyn”, “we”, “us” or “our”), a company incorporated in Hong Kong with an office at 11/F The Octagon, No. 6 Sha Tsui Road, Tsuen Wan, Hong Kong. Crabtree & Evelyn operates the Website.  If you have questions about this Privacy Policy please contact Lucas TAM, Senior Customer Service Executive, by calling +852 2264 4848 or by emailing services@crabtree-evelyn.com.hk.

Information covered by this policy

This Privacy Policy applies to all personal data collected, used and disclosed by us. For the purpose of this Privacy Policy, “personal data” means any data relating directly or indirectly to a living individual, from which it is practicable for the identity of the individual to be directly or indirectly ascertained and in a form in which access to or processing of the data is practicable.

What information is collected?

Information you give us

We collect personally data that you provide. This will include 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 - see direct marketing section below
•       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

In order to purchase our products, you must provide us with the personal data as part of the checkout process, otherwise we will not be able to fulfil your order. If you make an enquiry or otherwise contact us, you will also need to provide us certain contact information, otherwise we will be unable to respond to you.

Information we collect

When you visit this website we may use cookies, pixel tags, and other technologies to automatically collect the following information:

•       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

Please see our cookie policy for further information, including for information on how to opt-out or delete cookies

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 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  improve our products

Where is my information stored?

The data we collect may be transferred to and stored at destinations outside the Hong Kong. It may also be processed by personnel operating outside Hong Kong who work for us or for one of our service providers. Countries outside the Hong Kong may not offer the same level of data protection as Hong Kong. To protect your data we will enter into appropriate contractual arrangements or otherwise with any companies we share data with outside Hong Kong, to ensure the safeguarding of your personal data.



Is my personal data 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 data 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 data secure and to prevent unauthorised or accidental access, processing, erasure, loss or use of any personal data transferred. Unfortunately, no storage system and no transmission of information is completely secure.

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 data. You have the right to request access to the personal data we hold about you, to ask us to update your personal data, 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 or by contacting us on the details as set out above.

If you do not wish to receive emails from us, please see the information above on withdrawing from direct marketing.

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 data, you may contact us as follows:

By email: serivces@crabtree-evelyn.com.hk

By mail:

Crabtree & Evelyn (Hong Kong) Limited

11/F The Octagon

No. 6 Sha Tsui Road

Tsuen Wan

Hong Kong.

Do you use cookies or pixel tags?

Please see our cookie policy to understand how we use cookies and pixel tags.

Google analytics

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.
Although Google Analytics plants a permanent cookie on your web browser to identify you as a unique user the next time you visit this Site, the cookie cannot be used by anyone but Google. Google’s ability to use and share information collected by Google Analytics about your visits to this Site is restricted by the Google Analytics Terms of Use and the Google Privacy Policy. You can prevent Google Analytics from recognizing you on return visits to this site by disabling cookies on your browser. Or, to opt out of Google Advertising Features specifically, you can access Google Analytics' currently available opt-outs.

Changes to the privacy policy

We may update our Privacy & Security Policy. When we make changes, we will post them here. You may wish to check this section from time to time because, by visiting our website, you agree to accept any such changes. To the extent such changes have a material effect on your rights or obligations as regards our handling of your personal data, such changes will only apply to personal data collected after the changes are applied

Cookie Policy

This website uses cookies and this page explains what cookies are, how we use them and how you can change your browser settings to control which cookies are used.

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.

Don't worry

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.com.hk 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.

Performance Cookies:

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.

Functionality Cookies:

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: http://www.allaboutcookies.org/manage-cookies/

For instructions on how to opt out of Behavioural Advertising Cookies, please visit: www.youronlinechoices.eu