FAQ

General Questions

Can I change or cancel my order?

Once you click "Checkout", your order will be processed and you will not be able to change or cancel your order online. However, you can change or cancel your order before it is shipped. Please contact our helpful customer service team as soon as possible after placing your order and they will be able to advise you.

Do you ship internationally?

This website does not ship internationally and orders can only be shipped to the country of purchase. If you would like to ship or receive items internationally, you can change your browsing location in the country selector at the bottom of the page. Please note that you will need to have a payment method registered in the country of purchase in order to make a purchase.

Are your products tested on animals?

GenesisRogers.shop does not test any of its products or any of its ingredients on animals, but will submit products for testing where required by law.

I am allergic to your products, what should I do?

Firstly, we are very sorry for the unpleasant experience you have had. Our products undergo a number of tests and controls, but unfortunately, allergies or intolerances can still occur, which are usually related to personal sensitivity. Please contact our Customer Care team and a representative will get back to you as soon as possible.

In case of any skin reactions (e.g. redness, stinging, swelling, etc.), please contact our UK-based regulatory department at Support@GenesisRogers.shop and a member of our team will get back to you as soon as possible.

What is your packaging made of? Is it sustainable? Is it recyclable?

Most of our products are made from recycled PET (or PETE) plastic. Look for the recycling symbol (triangular arrow) on the bottom of the bottle for extra assurance.

Our boxes are 100% recyclable, 80% made from recycled materials; 70% from post-consumer recycled materials. Printing uses sustainable inks that do not contain heavy metals. In addition, our factory is committed to energy conservation, emission reduction and green factory environment.

Our tissue paper is 70% recycled post-industrial materials. The ink does not contain heavy metals. All tissue paper and corrugated paper are 100% recyclable.

Label paper is certified by the Forest Stewardship Council and is 100% recyclable. The inks meet CONEG requirements for being free of heavy metals.

Are your products dermatologically tested?

While our products have not been tested by an official dermatologist or doctor, all have been rigorously tested to ensure they are safe for human skin. If you are allergic to certain ingredients, please contact our customer service team before purchasing and they will be able to advise you.

Are your products suitable for vegans/vegetarians?

Some of our products contain animal by-products (such as beeswax, milk by-products and honey) in our formulas. All ingredients are clearly listed on the packaging and in the online product description. We do not claim that our products are suitable for vegans, as some vegans may choose not to use certain by-product ingredients, such as honey.

Wild Beauty Club

What is Wild Beauty Club?

Wild Beauty Club is your destination to explore. Join us and we invite you to explore more through our loyalty program. You will earn 1 point for every $1 you spend online, and can use coupons and exclusive promotions throughout the year. You will also receive invitations to our constantly updated events and experiences, and have the chance to win a trip to explore with our team. The Wild Beauty Club is free to join. You can sign up here and start earning points today.

How does the Wild Beauty Club program work?

As a member of the Wild Beauty Club, you will earn 1 point for every $1 you spend with us. You will receive coupons based on the points you accumulate.

$1 spent = 1 point

1,000 points = $10 e-voucher code

You will receive one $10 coupon for every $100 spent.

The value of the coupon you receive, if any, will depend on the active points in your account. Any points you earn that are not redeemed for a coupon (e.g., you do not have enough points to redeem a coupon or have not reached the next points threshold) will remain in your account for 12 months until they expire.

How do I redeem points for an order?

Wild Beauty Club points are redeemable through our online store. To redeem points online, please log in to your Wild Beauty account. On the My Rewards page, you can redeem your available points for a coupon code that you can then copy and paste into the promotion box at checkout.

How do I donate my points?

As a Wild Beauty Club member, you earn 1 point for every $1 you spend with us. When you choose to donate your points, they are worth much more than what you spent. So we can do more with our partner FLYTE.

$1 spent = 1 point

100 points = $20 donation

200 points = $40 donation

300 points = $60 donation

If you choose to donate your points, for every $100 spent or 100 points earned, you will receive $20 worth of points to donate.

To donate, go to the My Rewards page in your member account and under the Shop or Donate section, select the coupon you would like to donate. If you have chosen to receive emails from us, we will send you a confirmation email with more information about your donation. If you are unsure, you can leave it to us.

When do my points expire?

Points expire 12 months from the date they were accumulated if you do not use them.

I have pending points? When can I get them to redeem?

For points accumulated for shopping, adding birthdays and referring friends, please allow 7 days for them to be credited to your account.

I have pending points but I have returned the item for which I earned the points. What happens to my points?

Once you return the item, any points you earned for returning the item will be deducted from your account.

How do I change my personal information?

Are there any restrictions on what I can buy with my points vouchers?

You can use Wild Beauty Club discount codes to purchase online items. Wild Beauty Club discount codes cannot be used to pay for shipping, gift cards, event tickets or any special orders. Please refer to the Wild Beauty Club Terms and Conditions for full details and any other terms and conditions that accompany the Wild Beauty Club voucher code in your account or emailed to you from time to time.

Who is eligible to join?

Wild Beauty Club is available to customers in the UK and US. Customers in Australia, Canada and the EU can sign up for email marketing on the Crabtree & Evelyn website to be notified when Wild Beauty Club is available in these markets.

How do I get a voucher?

Your voucher discount code will be available in your Wild Beauty Club account. Simply log in and activate the voucher code once you have enough points to use. To stay informed of your points and when they can be used, subscribe to the GenesisRogers.shop mailing list. We will send regular updates on Wild Beauty Club as part of our customer communications.

How do I move up a tier?

Once you join the Wild Beauty Club and spend a certain amount at GenesisRogers.shop, you can move up to a higher tier. Our tier structure is as follows:

Green Tier

Spend $50+ or have at least 50 loyalty points

Black Tier

Spend $200+ or have at least 200 loyalty points

Gold Tier

Spend $500+ or have at least 500 loyalty points

Each tier comes with additional benefits. You can view them on our Wild Beauty page here.

Will my tier drop if I don't shop for a while?

Once you move up to a new tier, you will stay at that tier for 12 months. However, if you don't earn enough points through shopping or other activity to meet the current tier threshold, your tier will be downgraded after 12 months. We may also close your account if there is no activity for 18 consecutive months.

How do I learn about loyalty if I don't subscribe to emails?

You can learn about our loyalty program through our dedicated Wild Beauty Club landing page, or if you are an existing member, you can log in to your Wild Beauty Club account to learn about our loyalty program.

How do I opt out?

If you would like to opt out of the Wild Beauty Club loyalty program, you can do so by logging into your account, going to the "Your Preferences" page and clicking the "Opt Out" button. Please note that if you are already subscribed to Wild Beauty Club, opting out will mean that you will no longer receive email marketing messages. It may take up to 14 days for your account to be deactivated.

How do I upgrade to the loyalty program if I already subscribe to emails?

You can join the loyalty program via the link here

Can I redeem points for my current purchases? Or do I have to start from scratch?

Unless we tell you otherwise, you must be a member to start accruing loyalty program points. This means that all other purchases you made before joining Wild Beauty Club will not accrue points.

Which charity is the money going to? What is it used for?

We work with our partner FLYTE to ensure that your donation supports the causes we care about. You can learn more about FLYTE here

When will I receive my welcome gift?

Due to the way we offer welcome gifts to our loyalty members, you must be subscribed to the email marketing service so that we can share your unique welcome code with you so that you can redeem your welcome gift. All new loyalty members will receive a gift after their first purchase. Instructions for redeeming your gift will be in the email we send you.

What's in my welcome pack?

What a surprise!

Can I exchange my welcome pack for something else?

All welcome packs are non-refundable or exchangeable. If you're not happy with the items in your welcome pack, why not give one to a loved one?

When do I get birthday points?

If you add your birthday to your membership account, you'll get points on your birthday.

What's my birthday gift? When will I receive it?

Birthday gift rewards are coming soon. And then... surprise! We'll email you on your birthday with details of any extra gifts we might want to give you. Birthday gifts are not refundable or exchangeable for other items. Please note that you must be subscribed to our emails to receive details of your birthday gift.

When do I get free shipping?

Keep an eye on your inbox. We'll email details of all special tier offers, including your free shipping code, to the email address registered in your account.

What are the Deluxe Samples?

If you are a Black or Gold member, you will receive 2 (Black) or 3 (Gold) Deluxe Samples with every order over $50. Limit 12 redemptions per year. We will send your unique Deluxe Sample Code to the email address registered in your account. Please note that you must be subscribed to our email marketing service in order for us to share your unique code with you.

What is the Refer a Friend Offer?

You can refer your friends to GenesisRogers.shop. Your friend will receive 20% off their first purchase of $50 or more with us. Plus, we will give you 200 points - redeemable for a $20 voucher, or you can donate $40 to support a worthy cause! Win-win!

How do I refer a friend?

Log in to your Wild Beauty Club account and find Refer a Friend in the Explore and Earn section of the My Rewards page. Click to refer. You can share via Twitter, iMessage, Facebook, or send via email or Whatsapp. When friends visit your store through your referral link, offers and coupon codes will be displayed.

If you don't find what you're looking for, please contact our customer service team.