Frequently Asked Questions

SECTION 1: #OLIVETREEBOX

A. GETTING STARTED QUESTIONS ON THE #OLIVETREEBOX

1. Why should I get the #OliveTreeBox?

It’s hassle free. We've got a box to suit your needs. Just select and subscribe to the box that suits you best and it will be automatically delivered to you every three months. You will never run out of your daily essentials.

Benefits:-

a) Free delivery to your doorstep.
b) Save time as you no longer need to visit the mall to restock.
c) Flexibility as you can change the timing and contents of your box.
d) Save more money as you no longer need to wait for promotions.

#OliveTreeBox is only available for deliveries within Malaysia.

You can start subscribing to an #OliveTreeBox with just 1 item today.

 

2. When do you deliver #OliveTreeBox?

For all our #OliveTreeBox, we will send out the parcel after your credit card is successfully charged on the next working day.

 

3. Which courier service do you use to deliver #OliveTreeBox?

For most of our Klang Valley orders, we will send out your parcels on the next working day using Pickupp. For non-Klang Valley orders, we will send out your parcels the next working using Poslaju as they have the widest coverage within Malaysia.

A tracking number will be provided the following day for your reference after the parcel has been sent out.

 

4. Is there a fee to join?

No, there is no fee to join. You just pay for the products you order. Get started here.

5. Can I change my next order billing date?


Yes. You can adjust your next order billing date anytime from your Account Page when you login to your account from our website .

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Click on "Change Date" to change the billing date of your next upcoming order.

 

6. I need help. How do I contact you?

You can contact us using the chat function on our website or email us at info@theolivetree-organic.com.

Alternatively, you can call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

7. Can I try your products before purchasing?

We offer Travel Size products which are the perfect way to try our products before purchasing the regular size versions.


8. What is your cancellation policy?

We would hate to see you leave but you can cancel any time. Please let us know if you are experiencing issues and we will do our best to help you out. You can contact using the chat function at our website or email us at info@theolivetree-organic.com.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

9. What is your return policy?

Due to the hygiene nature of our products, we do not accept returns. If there is an issue with a product you received, please do contact us using the chat function on our website or email us at info@theolivetree-organic.com.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8) except on Malaysian Public Holidays.


10. What is your exchange policy?

If you are not satisfied with our products, do reach out to us within 14 days of receiving your products for an exchange. We do not process refunds but instead will facilitate an exchange of similar value where applicable.

In the event that you have an adverse reaction to our product, please stop using the product and contact us for an exchange within 14 days upon goods received date. This is because we strongly believe in the quality and integrity of our products and want you to have the same reassurance too.

You may reach us using the chat function on our website or email us at info@theolivetree-organic.com.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

11. What is your refund policy?

We have a no refund policy unless stated otherwise.

 

B. ACCOUNT SETTINGS

1. Help! I forgot my email.

No worries. Just contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will sort it out for you.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

 

2. I forgot my password.

Don’t worry. Just click “Forgot Password?” on the login page and we’ll send a password reset link to the email address on your account.

 A. Firstly, go to our website and locate the "Sign In" area.

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B. If you forgot your password, just click on "Forgot your password?"
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If you’re still having trouble, just contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will sort it out for you.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

 

3. How do I update my payment information?

You can update your payment information on your Account Page when you login to your account from our website.

 A. Firstly, go to our website and locate the "Sign In" area.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Scroll to "Payment Information" and click on it.

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E. You can view and amend your Payment Information.

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If you’re still having trouble, just contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will sort it out for you.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

 

4. How do I change my address?

You can update your shipping information on your Account Page.

A. Firstly, go to our website and locate the "Sign In" area.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Scroll to "Address and shipping information" and click on it.

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E. You can edit your billing or shipping information address.

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If you’re still having trouble, just contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will sort it out for you.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.


C. MY ORDERS

1. Can I delay or bring forward the next shipment?

Yes you can. If you don’t need the upcoming shipment, you can change your billing date in the Account Page and delay it. Please change at least 2 days before billing date as we need time to prepare your shipment and consolidate with the rest of the other orders.

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Click on "Change Date" to change the billing date of your next upcoming order.

E. After changing the billing date of the upcoming order, please kindly save changes.

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2. How do I manage my upcoming order?

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Go to "Manage Upcoming Orders".

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3. Can I change the items in my #OliveTreeBox?

Yes, you may change the items in your #OliveTree Box for your upcoming shipment if this option is available. Any changes made will affect all upcoming orders to reflect the latest change of items in #TheOliveTreeBox.

This option is currently available for the Shower Box, Shower Box for Kids, Family Box and Soap Box.



4. How do I change the items in my #OliveTreeBox?

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Go to "Manage Upcoming Orders".

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E. Select the upcoming order which you want to change the selection of #OliveTreeBox by clicking on "Make Your Selection".

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 F. You will need to reduce your current selection first before being able to add new selections.

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 G. Select the item you want to add to your existing #OliveTreeBox. Any change made will reflect in future upcoming orders too. You can reselect in future.

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 5. How do I skip my upcoming order?

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Go to "Manage Upcoming Orders".

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E. You can skip your upcoming order.

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6. Where can I find my order history?

You can see your order history on your Account Page.

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. You can view your "Order History".

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7. How long does it take for my #OliveTreeBox to process?

Your #TheOliveTreeBox will be processed the next working day once payment has been made and a tracking number will be emailed to you after our courier partner has picked up your parcel from us. 


8. I received the wrong products. What do I do?

We sincerely apologise for the inconvenience caused.

Please do contact us using the chat function on our website or email us at info@theolivetree-organic.com so that we can rectify the packing error.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.


9. My product is damaged during transit. What do I do?

Our items are packed in a sturdy kraft box and cushioned with reused old brochures to help secure the contents of your parcel. However, on a small number of occasions, they may get damaged in transit.

Should this occur to a level that you deem unacceptable, please contact us using the chat box on our website or email us at info@theolivetree-organic.com. 

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

Once we're notified of the damage, our customer care colleague will reach out to you after completing our internal investigation to resolve the issue within 24 hours.

 

10. How do I track my order?

Once your order is shipped, an email notification with the tracking number will be emailed to you latest by the end of the next day after shipment date. 

 

11. I wasn't around when the delivery was made. What do I do?

For unsuccessful delivery of the #OliveTreeBox in Klang Valley, a second attempt will be made, usually the next day. Please do understand that if the second attempt is still unsuccessful, a delivery fee will be chargeable for every two delivery attempts.

If you did not receive your parcel after two days from ship out date, please do contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will help resolve this delivery issue.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8) except on Malaysian Public Holidays.

For non-Klang Valley orders, our courier partners will usually contact you to arrange for a second delivery. If they did not reach out to you, please do contact us using the chat function on our website or email us at info@theolivetree-organic.com and we will help resolve this delivery issue.

Alternatively, you may call us at +603-74980679 from Mon – Sun (10am – 7pm, GMT + 8 hr) except on Malaysian Public Holidays.

 

12. How do I pause my #OliveTreeBox?

You may pause your #OliveTreeBox subscription anytime before your next billing date.

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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 D. Click on "Pause subscription".

 

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13. How do I cancel my #OliveTreeBox?

We would really be sad to see you leave. Please let us know if you are experiencing issues and we’ll do our best to help you out. 

Please contact us using the chat box on our website, email us at info@theolivetree-organic.com or call us at 03-74980679 from Mon - Sun (10am to 7pm, GMT + 8 hr except Malaysian public holidays).

If you still would like to cancel, just go to your Account Page.

A. Firstly, go to our website and login to your account.

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B. Sign in by inputting your email and password.

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C. Click on Manage Subscriptions.

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D. Scroll down to "Cancel Subscription".

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E. Select reason for cancellation.
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14. What happens if you run out of stock of selected items in my #OliveTreeBox?

All products are subject to availability. In the event of any supply difficulties, you can pre-order the out of stock item and we will deliver the item to you for free as soon as the stock arrives. We will inform you of the shortfall and seek your consent on a pre-order or an alternative product prior to shipping out your order. In the event that the alternative product is of higher value, you do not need to pay the difference. In the event that the alternative product is of lower value, we will not refund the price difference as #OliveTreeBox is already at a promotional price. 

If you do not want to substitute the product, you can delay the order to when the item is restocked.

 

15. Will there be a price change to #OliveTreeBox?

Be rest assured that we do not raise our prices unnecessarily. In the event that we need to increase our prices of #OliveTreeBox for reasons including but not limited to rising cost of raw materials, we will notify you and provide the option to cancel your subscription free of charge.

 

D. PAYMENT

1. What payment methods do you accept for the purchase of #OliveTreeBox?

As #TheOliveTreeBox is a subscription, we accept Visa and Mastercard credit cards only. In order to offer the best security, all of our #OliveTreeBox subscription payments are processed securely by Braintree. 

Braintree is a validated Level 1 PCI DSS compliant service provider. They do not store raw magnetic stripe, card validation code or PIN block data and so it is perfectly secure.

 

2. Will you have access to my credit card details?

Your card details are stored securely when you create an account for your #OliveTreeBox subscription so that you can check out on future visits without re-entering your card details. Be rest assured, we do not have access to your credit details.

 

3. Why is it that I have paid for #OliveTreeBox but you're telling me I need to repurchase and you will be refunding my earlier payment?

As #OliveTreeBox is a subscription whereby your order will automatically be charged on your credit card every three months without having you remember to reorder, the payment needs to be processed through Braintree check out.

In the rare event that your purchase of #OliveTreeBox was not processed through Braintree check out, we will refund your earlier payment made. We seek your cooperation to make the purchase again through Braintree check out. We apologise in advance for any inconvenience it may cause. The refund process may take up to 10 business days.

 

E. PROMOTIONS / DISCOUNTS

1. Why can't I apply the discount code available online on my #OliveTreeBox?

As the #OliveTreeBox is already a promotional item, it cannot be combined with any other promotions, discount codes or free gifts unless stated otherwise.

 

2. Why can't I apply the unexpired discount code which is available in my receipt on my #OliveTreeBox?

As #OliveTreeBox is already a promotional item, it cannot be combined with any other promotion or discount codes unless stated otherwise. Furthermore, the discount code available in the receipt of your previous purchase is only applicable on regular priced items and it expires after 2 months.

 

3. Why am I not entitled to the free gift on your website when my order which contains #OliveTreeBox meets the criteria?

As #TheOliveTreeBox is already a promotional item, it cannot be combined with any other promotions, discount codes or free gifts unless stated otherwise.

 

4. Why am I not entitled to the free gift on my first box as stated in the relevant #OliveTreeBox?

Please note that the free gift on the applicable #OliveTreeBox is available while stocks last and limited to 1 unit per customer if stated. The Olive Tree reserves the right to refund the entire order if there is suspected abuse. Customer who cancels an existing subscription to subscribe to a new subscription will not be eligible for the free gift on their first box of the new subscription. We will be in touch with you if you are not entitled to the free gift.

 

F. TERMS & CONDITIONS

1. What are the terms & conditions of #OliveTreeBox Subscription?

The terms and conditions of #OliveTreeBox Subscription is stimulated here.

 

SECTION 2: Damask Rose Floral Facial Care Range

1. Will The Olive Tree's Hydrating Damask Rose Floral Facial Care range aggravate sensitive skin?

Our facial care range is specially formulated for all skin types including sensitive skin. We use Damask Rose essential oil to help restore moisture to the skin, French Roman Chamomile to help relieve inflammation and Australian Calendula extract to help repair damaged skin cells. 

However, we do understand that everyone's skin is unique. As such, it is always advisable to do a patch test before using a new product on the face. Apply a small amount of the product on the skin away from the skin and leave it for 24 hours. If there is no adverse reaction like itchiness or redness, you can then apply a small amount on your face. Use less amount than you normally would in the first instance and if there is no adverse reaction, you can increase it gradually to normal amount.

In the event that you have an adverse reaction, please stop using the product. Please do email us at info@theolivetree-organic.com or use the contact form under the “Contact Us” page for an exchange within 14 days upon goods received date. This is because we strongly believe in the quality and integrity of our products and want you to have the same reassurance too.

2. Does The Olive Tree's Hydrating Damask Rose Floral Facial Care range contain alcohol?

Although we do not add alcohol in any of our products in the Hydrating Damask Rose Floral Facial Care range, however our Damask Rose Floral Facial Toner does contain leftover alcohol as its main ingredient Damask Rose Flower Extract was extracted using the solvent method. The alcohol used to extract the rose flower extract is from fermented sugar cane. 

3. If I am allergic to alcohol, can I use The Olive Tree's Hydrating Damask Rose Floral Facial Care range?

We do not add alcohol in any our products in the Hydrating Damask Rose Floral Facial care range. However, the Damask Rose Floral Facial Toner does contain leftover alcohol as its main ingredient Damask Rose Flower Extract was extracted using the solvent method. The alcohol used to extract the rose flower extract is from fermented sugar cane.

Therefore, it is always advisable to do a patch test before using a new product on the face and leave it for 24 hours to assess your skin's response. 

4. Will the plant oils used in The Olive Tree's Hydrating Damask Rose Floral Facial Care range cause my skin to be oily?

We use natural plant oils and these plant oils closely resemble our human sebum in terms of physical and chemical composition. As such, it gets absorbed into our skin easily unlike synthetic mineral oils. Be rest assured, we do not use mineral oils in any of our products. 

5. Is it safe to use The Olive Tree's Hydrating Damask Rose Floral Facial Care range during my pregnancy?

Our Hydrating Damask Rose Floral Facial Care range is very mild and gentle and it is suitable for use during pregnancy.

However, this is not intended to replace advice from your qualified medical practitioner as they would have your medical history. We recommend that you speak with your obstetrician or dermatologist should you have any concerns regarding your particular circumstances.

 

SECTION 3: Handmade Soaps

1. What makes The Olive Tree soaps different from other handmade soaps?

Our soap uses Olive Oil and is made in Australia with the highest quality ingredients. No animal by-products, animal testing, palm oil, harsh chemicals, EDTA were used in our products. Our soaps are vegan, biodegradable, natural and cruelty free.

2. Why are your products SLS, SLES, parabens and EDTA free?

These chemicals are widely used in many conventional shampoo and personal care products.

3. How are your soaps made?

Our soaps are made using only natural plant oils and lye, which is an age old soap making method (i.e. cold process method). The chemical reaction between these two ingredients is known as saponification, which results in soap at the end. The lye is mostly eaten up during the saponification process. We do not use chemicals such as sodium laureth sulfate, artificial frothing agents, palm oil, tallow or lard. Our products do not have artificial fragrances and dyes.

4. Why are your handmade soaps better than industrial soap?

Handmade cold process soap is better than commercial soap because its glycerine is generally left intact in the soap. Glycerine, a byproduct from saponification is prized for its moisturizing qualities and this precious item is usually extracted from industrial soap to be sold separately.

5. Can I use your soap if I have sensitive skin?

All our soaps use only natural plant oils which are generally gentler on the skin. We have a soap which has been specifically designed for people with sensitive skin. This sensitive skin soap (Pure Olive) has no fragrance and contains no essential oils.

We recommend that when using our soap for the first time, please test the product on a small part of your skin.

6. Can your soaps be used on children?

Since our soaps use only natural plant oils which are generally more gentle on the skin, they are suitable for children.

We recommend that when using our soap for the first time, please test the product on a small part of your child’s skin.

7. Can your soaps be used on the face?

Yes as our soaps are generally gentler on the skin as they are produced from natural plant oils. However, as everyone’s skin type is unique, please test the soap on a small part of your skin.

8. Does your soap lather well?

Due to the high content of olive oil in our soap, it lathers minimally. Olive oil soap cleans your skin without stripping away the natural oils – reducing the occurrence of dry and flaky skin. Glycerin which is highly moisturising is retained in most natural olive oil soaps.

9. How long does your soap lasts?

Our soaps generally last for two to six weeks but this of course is dependent on how many people are using, how often they are used and how it is stored.

As for best before dates, please try to use them within the specified time frame, or else the precious oils may go rancid.

10. How do I prolong the usage of the soap?

The key to prolonging the life span of natural soaps is to make sure they do not sit in water when they are not being used. It is best to rest your soaps on well-drained soap dishes. You may also use a soap bag to scrub your body, rinse and finally hang the bag with the soap in it to dry.

If you see a layer of gel appearing on our soap, please don’t scrub it off. That is the precious glycerin which moisturises your skin, so just continue to use your soap like normal.

11. How do I store unopened soap bars?

Please keep your unopened bar of soap in a cool, dark and dry place.

12. What is the gooey transparent layer on your handmade soap?

The gooey transparent layer on your soap is actually the highly prized glycerine which is extremely moisturizing for your skin. Glycerine is the by-product of the soap making process. It is a humectant which helps to moisturize your skin as it draws moisture from the air. In commercial soaps, this glycerine is removed and added to other products like body lotion unlike handmade soaps where this glycerine remains intact.

Our handmade olive oil based soap does have that visible layer of glycerine when it sits in standing water because olive oil by nature is a very soft oil and tends to melt faster. Other hard plant oils like coconut oil and palm oil can be added to olive oil to make the bar soap harder, lather more and last longer.

The key to prolonging the use of olive oil based handmade soaps is to keep it dry between use. 

13. Why does your soap seem to sweat?

You may find the soap a little wet at times. A quality bar of handmade soap will tend to "sweat" in humid weather due to the high content of natural humectants. A humectant is a substance that absorbs moisture from its surroundings but not from the soap itself. The soap "sweating" does not affect any of the soap's abilities. Soap "sweating" demonstrates that the humectant agents in the soap are just merely doing their job of accumulating moisture from the air, leaving your skin moisturized.

14. Does your soap contain palm oil?

No, our products are palm oil free. The palm oil industry has caused extensive damage to the environment through large scale forest conversion and loss of critical natural habitat for endangered animals such as orang utans and Sumatran Tigers. It is also the main cause of the health threatening haze which affects Malaysia, Singapore and Indonesia due to the excessive slash and burn technique used in Indonesia to clear land for oil palm plantations. As such, we wanted to use alternatives to palm oil.

15. Why does your soap sting the eyes?

Soap is an alkaline substance and when it enters the eyes, our eyes’ reflex is to tear so the foreign substance can be washed out. Tearing is a natural defense mechanism against foreign materials. No pH balancing biochemical was used to balance the pH level as we believe in keeping the soap as pure and natural as possible. 

16. Why does my soap seem to differ from the previous soap I purchased from The Olive Tree before?

Since our soap are handmade in small batches and we do not use any preservatives or synthetic fragrances, each soap is unique and may vary slightly in shape, scent and texture. Besides that, the variation could also be due to the different yields harvested from the natural raw ingredients used from different batches. However, this will not affect the efficacy of the soap.  

17. Why does your soap under the "Soap Specials" bundle look slightly different from your other soaps?

These handmade soaps are either aesthetically different in terms of color, texture or are off cuts. The aesthetic variation of these soaps is mostly due to change in humidity but it does not in any way affect the soap's effectiveness and quality. Although these soaps may look slightly different on the exterior but be rest assured that they are still the same good old soaps packed with the same moisturizing and cleansing properties that we pride ourselves with. 

 

SECTION 4: Hair Care

1. Why does your shampoo not lather as much?

Our shampoo does not lather as much because it is made from all natural ingredients and we do not use sulphates, a harsh foaming agent which strips the hair and scalp of essential natural oils.

2. What can I expect when I switch from conventional to natural hair care?

When switching to natural hair care, during the initial stages, your hair may feel stiff, sticky or dry as natural hair care products detox your hair from petrochemical polymer which acts as a coating agent. All these transitional inconveniences will gradually disappear and it can take up to a month for your hair and scalp to adjust to the change. However, once your hair and scalp have adjusted to the natural hair care regime, it is worth it as your hair will regain its natural healthy and beautiful state.

3. Why did The Olive Tree launch a shampoo bar?

Many of our customers started asking for shampoo bars and although it took us a while, we finally managed to develop a shampoo bar in our bestselling Rosemary & Mint scent. We truly admire and are inspired by our customers' journey in reducing waste and we ourselves have started on our reducing waste journey by slowly trying to do away with single use plastic packaging.

4. Does your shampoo bar lather well?

As we do not use sulphates (i.e. SLS, SLES) as the foaming agent in our shampoo bar, it lathers minimally. As a result, our shampoo bar cleanses your scalp and hair gently without stripping away its natural oils. If you would like more lather, just add more water whilst using the shampoo bar.

5. How to use the shampoo bar?

Rub the shampoo bar between your hands to create lather. Alternatively, you may apply the shampoo bar directly onto your wet hair. Massage into the hair and scalp, then rinse off.

6. How long does a bar of shampoo bar last?

Our shampoo bar generally lasts up to 30 to 60 washes. The trick to prolonging the use of the shampoo bar is to keep it dry between uses. Please place the shampoo bar away from the shower head where water may collect or placed it on a well-drained soap dish.

7. Can the shampoo bar be used on face and body?

Generally, our shampoo bar can be used not only for the hair and scalp, but also on the body. However, because our face is more sensitive that other parts of the body, we recommend that you use the milder olive soap or avocado soap on your face instead as some people may find rosemary and mint essential too strong for their faces.

8. Does the shampoo bar make my hair dry and frizzy?

When switching to a natural hair care regime, during the initial stages, your hair may feel stiff, sticky or dry as natural hair care products detox your hair from petrochemical polymer which acts as a coating agent. All these transitional inconveniences will gradually disappear and it can take up to a month for your hair and scalp to adjust to the change. However, once your hair and scalp have adjusted to the natural hair care regime, it is worth it as your hair will regain its natural healthy and beautiful state.

To help with dry, frizzy hair whilst using the shampoo bar, you can try our silicone free hair conditioner (i.e. Refreshing Conditioner and Gentle & Mild Conditioner).

9. Why does my hair feel clammy, heavy, waxy or sticks together after using the shampoo bar?

Apart from the initial transitional inconvenience of switching to a new hair care regime, this is most likely caused by some of the soap residue from the shampoo bar remaining on your hair despite rinsing. Do take a little longer in the shower to ensure that the soap is properly rinsed off from your hair. You may use your fingers to feel the tips of your hair to ensure that the soap has been rinsed off.

10. Is your shampoo bar suitable for pregnant women?

Pregnant women in their first trimester are not encouraged to use the shampoo bar as it contains rosemary and peppermint essential oil which may lead to uterine contractions. We recommend consulting your general practitioner on the ingredients list of our product prior to use. 

11. Can your shampoo bar be used on children?

Since our shampoo bar uses only natural plant oils which is generally more gentle on the skin, they are suitable for children. However, for babies, we would recommend using the unscented olive soap or pure liquid Castile soap

We recommend that when using our soap for the first time, please test the product on a small part of your child’s skin.

12. Does your shampoo bar sting the eyes?

Our shampoo bar is an alkaline substance and when it enters the eyes, our eyes’ reflex is to tear so the foreign substance can be washed out. Tearing is a natural defence mechanism against foreign materials. No pH balancing biochemical was used to balance the pH level as we believe in keeping the shampoo bar as pure and natural as possible. 

13. What is the gooey transparent layer on your shampoo bar?

The gooey transparent layer on your shampoo bar is actually the highly prized glycerine which is extremely moisturizing for your skin. Glycerine is the by-product of the soap making process. It is a humectant which helps to moisturize your skin as it draws moisture from the air. In commercial soaps, this glycerine is removed and added to other products like body lotion unlike handmade soaps where this glycerine remains intact.

Our handmade shampoo bar does have that visible layer of glycerine when it sits in standing water because olive oil by nature is a very soft oil and tends to melt faster. Other hard plant oils like coconut oil and palm oil can be added to olive oil to make the bar soap harder, lather more and last longer.

The key to prolonging the use of olive oil based handmade soaps is to keep it dry between use. 

14. Why does your product smell slightly different from the previous purchase? 

Natural ingredients are not standardized and uniformly mass-produced like synthetic ones. As such, the variation in terms of smell is probably due to the seasonal variation of the yield of natural ingredients harvested at different times. Variations in temperature during shipping may alter the texture causing the products to become thicker or thinner as well as affecting colour and scent. However, be rest assured that this does not reduce the effectiveness of our products.

15. Are your products safe for pregnant and breastfeeding women?

We recommend consulting your general practitioner on the ingredients list of our product prior to use. The natural essential oils we use are of high quality.

 

SECTION 5: Essential Oil & Carrier Oil

1. Why do the essential oil prices vary so much?

It takes 20,000 roses to make 10ml bottles Rose Otto Essential Oil, or 60 roses to create a single drop of Rose Otto oil – RM 1,000 a bottle. On the other hand, it takes only 30 lemons to make a bottle of Lemon essential oil.

2. How do I know whether the essential oil is pure?

Pure essential oils will not leave a greasy residue when applied to paper or a cotton pad. If it does, it means that the essential oil has been cut or diluted with something else.

3. Is tea tree essential oil drying?

A pure tea tree essential oil will not be drying. In fact, it is great for dry to normal skin types. Please dilute it with carrier oils such as olive oil or jojoba oil prior to applying it on the skin. 

4. Can I order essential oils?

We are unable to ship Lemon, Tea Tree, Eucalyptus, Frankincense and Sweet Orange essential oils out of Peninsular Malaysia as these are flammable items. However, we are able to ship the rest of the essential oils in our current range (i.e. French Lavender, Lemongrass, Geranium, Peppermint and Ylang-Ylang) out of Peninsular Malaysia as these are not flammable items.  

5.  What are the benefits of carrier oils?

6. How do I choose a good carrier oil?

Do not purchase oils extracted with heat or harsh chemicals as these will cause the oils to break down, and diminish their quality. Look for labels that say cold-pressed or CO2 extracted.

7. What does extra virgin olive oil mean?

Extra virgin olive oil is pure without any added chemicals or temperature treatments. It is extracted from fruits of olive trees, which are free from diseases, harvested at the right time and processed immediately. 

 

SECTION 6: Diffuser

1. What is your warranty period on your diffuser?

The diffuser comes with a one year manufacturer warranty. The diffuser is made in China. To receive the warranty service, the product has to be delivered, by hand or sent by prepaid delivery service, to our store in Malaysia, at your own risk and expense. The repaired product may be returned by post (air/surface) upon your request and at your own risk and expense. 

For cleaning and maintenance guide of the diffuser, you can read it here. In the event you need to troubleshoot your diffuser, you can read the troubleshooting guide here

2. How many reeds should I put in a bottle ?

It boils down to preference. More reeds diffuse more scent. Our recommendation is to start off with 6 reeds first and from there, based on your preference you can add more reeds if you would like a stronger scent.

3. Where should I position my new reed diffuser?

Positioning your reed diffuser near a source of airflow, such as a vent or a window, will help the fragrance spread faster throughout the room. The disadvantage is that this will also decrease the life span of your reed diffuser as oil dissipates faster. Try placing your reed diffuser away from air conditioning or vents first and determine if the scent is sufficient for your own personal preference.

4. My reed diffuser doesn't smell as strongly as it used to even though there's still plenty of oil in the bottle. What can I do?

You can try flipping the reeds whenever you'd like a stronger fragrance as this can help kick-start the diffusion process. Don't flip too often, however because the more often you flip your reeds, the faster the oil will dissipate. You can also give the bottle a gentle swirl to blend the ingredients of the oil and strengthen the scent.

Sometimes the reeds are completely saturated with oil and over time, they can become clogged. If you still have oil in the bottle and flipping the reeds doesn't seem to help, consider replacing your reeds.

5. Can I reuse my reeds ?

No. Once reeds have been used for a certain scent, you cannot use them for another scent. The scent that is already absorbed into your reeds will mix with the new scent.

You should use new reeds when you switch to a new scent, if the reeds become completely saturated, or if they become clogged with dust.

 

SECTION 7: Bamboo Toothbrush

1. What are the bristles of the bamboo toothbrush made of?

The bristles are made from activated charcoal infused polyester.

2. Why are the bristles of the bamboo toothbrush not biodegradable?

We would really have loved to use biodegradable bristles but unfortunately, the biodegradable bristles available currently are boar bristles which is an animal byproduct. As we do not use animal byproducts in our products, we chose to use polyester bristles instead. We will continue to look out for non animal byproduct biodegradable bristles when it becomes available in future.

3. How long will my bamboo toothbrush last?

Most dentists recommend changing toothbrushes at least once every three months. 

4. Why would anyone choose bamboo toothbrush over regular toothbrush?

It is a more environment friendly alternative to the regular toothbrush. Moreover, the toothbrush handle is made of 100% biodegradable sustainable bamboo and its bristles are infused with activated charcoal. Bamboo is naturally antimicrobial while activated charcoal is known for it antibacterial properties. 

There are more than 5 billion plastic toothbrushes disposed every year. Each toothbrush takes more than 400 years to decompose. The amount of plastic toothbrushes that are used and disposed around the world continues to rise and this amount of plastic will not break down in our lifetime.

Opting for a bamboo toothbrush can help reduce plastic in our landfills. 

5. How do I dispose my bamboo toothbrush?

You can throw it into your regular trash bin as it will decompose quicker than plastic in a landfill, or it can also be composted by returning them to the earth if the bristles are removed. 

6. Do I still need to use toothpaste with my bamboo toothbrush?

Yes, please do use toothpaste while brushing your teeth with the bamboo toothbrush. 

 

SECTION 8: Others

1. What is your exchange policy?

Given the nature of our products, we will not be able to accept returns. To provide all our customers with peace of mind, in the event that you are dissatisfied with our products, please do email us at info@theolivetree-organic.com or use the contact form under the “Contact Us” page for an exchange within 14 days upon goods received date. This is because we strongly believe in the quality and integrity of our products and want you to have the same reassurance too.

2. What is your refund policy?

We have a no refund policy unless stated otherwise.

3. Do you ship internationally?

Yes we do. We ship worldwide except for the United States of America. If you would like us to ship to the United States of America, please kindly contact us or enquire within. 

4. What is your trading currency?

Our trading currency is Malaysian Ringgit (MYR). Although our website supports the display of other currencies, however at checkout, the transaction will be in MYR (i.e. our trading currency) which is converted at the most current exchange rate. 

5. Why am I not able to use my American Express credit card on your website?

Paypal does not currently accept American Express transactions in Malaysian currency. Please do use Visa or Mastercard instead. Alternatively, you may choose to use bank deposit instead. We apologize for the inconvenience caused.

6. Why am I charged USD$ 1 after making an online transaction on your website?

The USD$ 1 charge is a temporary authorization by PayPal. To verify that your credit card or debit card is in good standing, a temporary USD$ 1 charge might appear in buyer’s transaction history. The charge appears as ‘pending’ and is automatically removed after the full amount of the purchase is processed. If the authorization charge remains on your card after 30 days, we suggest you contact us at info@theolivetree-organic.com or contact the card issuer.

7. I have an international credit card, can I make a purchase from your website?

You may use Ipay88 to pay using your credit card. In the event it is not successful, please do reach out to us through the website chat function and we can help send you a Paypal payment link.