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Customer Service

Delivery Information

We have joined our forces with the three largest express shipping companies on Earth, DHL, UPS and TNT, in a constant effort, to provide you with the lowest possible price available for shipping, on a Global level, reaching from Athens, Greece to the rest of Europe, but also Asia, the Americas, or any other continent.

Moreover, we are negotiating daily with our shipping partners, for even lower prices, in order to make our products, approachable to everyone, as much as possible.

In case, your country is not on our drop-down list, please, do not hesitate to contact us, in order to check whether we can arrange a special shipment for you.

Delivery Time:

Our Shipping partners allow us to praise that we have one of the fastest delivery times among the online retailers. Our delivery times are, on average, at 72 hours, on a worldwide scale (when the order has been approved, prepared and dispatched).

Please, keep in mind that, our preparation days are from Monday till Friday. That, simply means, that if you order on Saturday or Sunday, your order will be set in a preparation status on Monday, and will be dispatched the same day, if there is immediate availability of the product.

Order tracking:

Almost all of our orders  receives a tracking number for the package of your order. You can be informed at any time for the shipping status of your order by visiting the websites of our partnering shipping companies - DHL, UPS, TNT.

Please, keep in mind that your tracking number will not work until the delivery person/courier, scans your package into their logistics system. Most of the times, this takes just a few hours after the dispatch from our OliveShop stores. If you receive an error message while trying to track your order, please try again, a few hours later.



Shipping Terms

On most of the times, a signature will be required from you when your order will be delivered. Orders will only be delivered to the address you have stated when placing your order. OliveShop  cannot be held responsible for any inaccurate addresses provided to us, when filling the shipping form.

In very rare circumstances, we may not be able to fulfil your order. Should we experience any problems with the availability of your order, we will contact you and let you know as soon as possible.

Whilst,  our shipping partners  will use all reasonable endeavors to meet the timescales of your delivery option, they  may sometimes experience delays because of unforeseen circumstances beyond their  control (like physical disasters, labor strikes, etc.). We, therefore cannot accept any liability for any delays or non-delivery. Nonetheless, even in those rare cases, we would appreciate if you could accept our apologies.

Please note: We will not deliver to forwarding addresses or Post Office boxes due to the risk of fraud. This is for the protection of all our customers.

Fuel Surcharge Information

Changes in fuel prices have resulted in increased overall costs for the transport industry, necessitating the introduction of a variable fuel surcharge which may rise, fall or be removed to align with movements in fuel prices.

We try to absorb as much as possible of this fluctuation, as our operational cost, in order to keep the changes, as small as possible.




Privacy & Security


OLIVESHOP is committed to protecting your privacy. The electronic privacy statement applies to data collected by OLIVESHOP through this site (www.oliveshop.com), and through its services offline.

Collection of your Personal Information

In some pages of www.oliveshop.com ask you to provide personal information such as email, phone, name, address. We may also collect demographic information such as your ZIP code, preferences, age, gender, interests and personal hobbies. If you choose to make a purchase we require additional information, such as the number of your credit card.

In order to access certain services of www.oliveshop.com, you will be prompted to enter by providing an email address and password, which will go back and are referred to as your credentials. If you access our services via mobile phone, you can also use your mobile number and a PIN as an alternative credentials instead of user name and password. It is also likely to be asked as part of the process of creating your credentials, to provide secret questions and answers which we use to verify your identity, to help you reset your password, and an alternate email address. Some services may require additional security in such cases you may be prompted to create an additional security key. Finally, we assigned a unique ID number to your credentials which will be used to identify your credentials and associated information.
We may collect information about your transactions with sites and services on www.oliveshop.com. To offer a more customized and consistent experience in your interactions with www.oliveshop.com, information collected through the www.oliveshop.com is likely to be supplemented by information we receive from other companies. For example, it is likely to use services from other companies that enable us to detect a wider geographical area under the direction of IP, in order to customize certain services to your geographic area.


Electronic commerce services

Use of e-commerce services of www.oliveshop.com the visitor / user requested the following information: Name / Company Name - Date of Birth - Gender - Address individual - Zip - Phone - E-mail - fax - City - County - Country - Credit Card. The above information is required for issuing the relevant documents (tax) and maintained at the financial records of OLIVESHOP.


Use of your Personal Information

The OLIVESHOP collects and uses your personal information to operate and improve the sites and services. These uses may include better customer service, improve the sites or services to be more user-friendly - relieving you of the need to repeatedly enter the same information - research and analysis to improve products, services and technologies we and displaying content and promotional material tailored to your interests and preferences.
We also use your personal information to contact you. We may send certain mandatory messages on the host services such as letters, billing reminders, information on technical issues and security announcement. Occasionally, we may send you product surveys or promotional e-mail messages to keep you informed about the availability of other products or services from www.oliveshop.com.
The personal information collected on sites and services www.oliveshop.com may be stored and processed in Greece or in any other country in which OLIVESHOP or relatives, affiliated companies or agents maintain facilities. The OLIVESHOP comply with the safe harbor framework as set by law for the collection, use and retention of personal data.


Disclosure of personal information

Except as described in this statement, we will not disclose your personal information except OLIVESHOP without your consent. Some sites www.oliveshop.com give you the option of notifying your personal information to selected partners OLIVESHOP, so they can contact you regarding products, services or promotions.
From time to time assign to other companies to provide limited services on our behalf, for example, provide customer support, hosting sites Web, processing transactions or performing statistical analysis of our services. These providers will be allowed to take only the personal information needed to provide the service. Are required to maintain the confidentiality of information and may not use this information for any other purpose.However, credit card processing, fraud detection vendors may use aggregate data to improve the services they provide. So, more accurately detect the use of credit cards to fraud. You may access or disclose your information, including the content of your communications to: (a) to observe the law or respond to lawful claims or legal proceedings, (b) protect the rights or property of clients OLIVESHOP us, including the implementation of our agreements or policies governing the use of our services.


Security of your Personal Information

The OLIVESHOP committed to protecting the security of your personal information.We use various technologies and security procedures to protect your personal information from unauthorized access, use or disclosure. For example, we store the personal information you provide on computer systems with limited access that are located in controlled facilities. When you transmit confidential information (such as the number of your credit card or password) via Internet, to protect the use of encryption, such as protocol Secure Socket Layer (SSL).
If a password to protect your account information and your personal information, it is your responsibility to keep your password confidential. Do not give this information to anyone. If you share with another person a computer, you should always log out before leaving a site or service to prevent access to your information from subsequent users.

Cookies

The www.oliveshop.com may use cookies to identify visitors / users of certain services and pages www.oliveshop.com. The cookies are small text files stored on the hard drive of a visitor / user and are not aware of any document or file from the computer.Used only to facilitate access of the visitor / user specific services www.oliveshop.com and for statistical purposes in order to identify areas where services www.oliveshop.com useful or popular or for marketing purposes . The visitor / user www.oliveshop.com can configure the server (browser) in such a way as to warn about the use of cookies on specific services www.oliveshop.com, or to refuse Acceptance of the use of cookies at any time. If the visitor / user of such services and pages www.oliveshop.com not to accept cookies, can not have further access to such services.


Controller data
Responsible for the collection and processing of personal data concerning you ("Controller") is OLIVESHOP, under current legislation.


How long your data is kept on file

We store your information only as long as necessary and try to continually update. You have the right to be informed, what personal data are kept on file, by giving written notice to OLIVESHOP.


Collecting and using personal information about children

Many sites and services www.oliveshop.com aimed at a general audience and does not intentionally collect personal information from children. When a location www.oliveshop.com collect information on age and identified as users under the age of 13, the site will either exclude users from providing personal information or to obtain consent from the parents to collect the use and disclosure of personal information from children. We will not intentionally ask children under 13 years to provide more information than reasonably necessary to provide our services.
Parents can change or revoke the consent choices have already been designated to review and edit the personal information of their children or to request deletion of such information. If you modify this privacy statement in a way that expands the collection, use or disclosure of personal information of children, activities in which parents have previously consented, the parents will be notified and we will call a special consent.
We recommend that you discuss with your children about communicating with strangers and disclosure of personal information over the Internet.


Changes to this Privacy Statement

We will occasionally update this privacy statement to reflect changes in our services and customer feedback. When we post changes to this statement will modify the date of last update 'in the end of the privacy statement. If there are significant changes to this statement or in how the OLIVESHOP use your personal information, we will notify you either by posting a notice in a conspicuous place before implement the changes, either directly by sending your notice. We encourage you to periodically review this statement.

 

 

Returns

At OliveShop, we strongly believe in quality. With that always in mind, we do all things necessary in ensuring that you will receive the freshest and tastiest product possible. With that in mind, if for any reason you or your recipient, are unsatisfied with your purchase, we will look closely to your claim, and try to satisfy you again, by offering a refund or a credit, should your claim by accepted. Keep in mind, that request for refunds or credits must be placed within 24 hours of the receipt of the order. We ask that that you please do not immediately discard any of the products, as we may request the shipping carrier, to pick up these products to be returned.

 1.OliveShop’s business practices are guided by the European Union’s Export Health Certificates and other pertinent federal, state and local food safety rules and regulations.

2. OliveShop’s corporate mission is to safeguard the public health and promote the public welfare by protecting the consuming public from injury by product use and the purchasing public from injury by merchandising deceit, flowing from intrastate and intrastate commerce in food.

3. OliveShop uses special, secure, temperature and humidity controlled packaging technology to assure safe food transportation to its destination.

4. Any accidental transportation damage must be addressed with the shipping carriers, we co-operate, in accordance with their specific policy.

5. To prevent our product from the risks associated with spoilage, adulteration or misbranding, we cannot resell returned food and liquid items. Hence, we must discard returned foods and liquids.

6. Returns and exchanges: For reasons of hygiene and safety, we are unable to refund or exchange all perishable goods, such as food, liquids and cosmetics, unless they are faulty. All food and liquid merchandise is guaranteed to be fresh and should be inspected immediately upon its arrival.  Nonetheless, contact us, and we will do whatever we can to issue a merchandise credit, should your claim be accepted.

Credit will not be granted, if unsatisfactory items are discarded or partially consumed.  Please keep all your packaging intact for any returns.  All claims must be made within twenty-four hours of receipt of shipment. Once the claim is received and accepted by OliveShop, we will issue a merchandise credit or a full refund.

7. We cannot accept returns on personalized or on ‘Sale’ items.

ALL RETURN CLAIMS MUST BE MADE TO:

a. Email: customersupport at oliveshop dot com (antispam measure: Please replace "at" with "@", and "dot" with ".")

b. Visit the Help Desk, on your Account, and open a new Ticket.

c. Using our Contact form

In the subject line please write: RETURN CLAIM (Customer Name)

 

Please inspect arrived package and products as soon as they arrive to your door!

If your package has arrived damaged or tampered with, please contact the shipping carrier (DHL, UPS or TNT) and our Customer Support Department. Any delay in contacting the carrier and our Customer Service Department makes it more difficult to file a claim. Please keep ALL packaging and items EXACTLY AS THEY ARRIVED.


Ordering 

How do I find the products I am looking for?

There are a number of ways to find the product you are looking for. You can use the search box in the top right hand corner of the page. Select a top navigation item ie Olive Oil and then a category ie Extra Virgin Olive Oil

There are further filters to narrow your search, when you are in the Categories section. You can filter with taste, price, bottle size, etc. You can even select, if you want to browse our catalog in a list or a grid.

How do I shop online?

Once you have found the product you want to buy, select the relevant size (if it is applicable) and then add the item to your shopping cart. Keep in mind, that we have numerous offers, so most of the times, the more items, you add in your cart, the more discounts you receive. A drop down from the top right hand side of the screen will show that your product has been added to your shopping cart. From here you will be given the option to checkout, or continue shopping.

How do I pay for my order?

Once you have finished shopping you can view the products in your Shopping Cart by clicking the ‘My Cart’ link in the top right-hand side of the screen. Then to proceed with your purchases click on the checkout button. Alternatively contact our web customer services team on Sales@OliveShop.com to complete your order for you. We accept PayPal and all major credit cards.

Can I create an account with OliveShop?

Of course you can create an online account. We do encourage that, since, you will be able to see more discounts and offers, will browsing OliveShop.

The procedure is really simple. Log in as a new customer and complete the relevant details which will enable you to: Proceed through checkout faster when making a purchase; check the status of orders; view past orders; make changes to your account information; change your password; add alternative addresses (for shipping to multiple family members and friends), open a support ticket though the Help Center, etc.

Can I shop without creating an account?

Yes, when you have placed the goods into your shopping cart and started the check out process, you simply fill out the order form, we will only collect the minimum amount of details from you to process your order and you will not be required to create an account. Keep in mind though, that you can simply tick the ‘Create an account for later use’ and have all the advantages that an account at OliveShop offers.

How will I know my order is placed?

Once your order has been placed and payment has been accepted you will see on the order acknowledgement screen your order number plus an order acknowledgement e-mail will be sent to the e-mail address you provided.

Can I add a different delivery address to my order?

Yes, you can send your goods to a different delivery address to your billing address. When you are on the Shopping Cart page, simply click on the ‘Checkout with Multiple Addresses’. Add as many addresses as you like,  choose the shipping methods, personalize the orders with possible gift messages, and follow the Place Order step to finalize your order. In case you require any assistance, do not hesitate to contact Customer Support.

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