Frequently Asked Questions About #OliveTreeBox

A. GETTING STARTED QUESTIONS

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) Save more money as you no longer need to wait for promotions.

#OliveTreeBox is only available for deliveries within Malaysia.

 

2. When do you deliver #OliveTreeBox?

For all our #OliveTreeBox, we will send out the parcel after your credit card is successfully charged. Your order will be sent out on Tuesday after the payment has successfully been made.

 

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

For most of our Klang Valley orders, we will send out your parcels on Tuesday using Pickupp. For non-Klang Valley orders, we will send out your parcels on Tuesday 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.

the-olive-tree-website-access-account-login

B. If you forgot your password, just click on "Forgot your password?"
the-olive-tree-forgot-password-page

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-amend-view-payment-information-details

 

 

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-change-next-upcoming-order-billing-date

 

2. How do I manage my upcoming order?

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

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-box-make-your-selection

 5. How do I skip my upcoming order?

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

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

C. Click on Manage Subscriptions.

the-olive-tree-account-login-manage-subscriptions

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

C. You can view your "Order History".

the-olive-tree-view-order-history

 

 


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 but the parcel will only be sent out on Tuesdays. Tuesday is the prescribed date for sending out #OliveTreeBox subscriptions.


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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.

the-olive-tree-website-access-account-login

B. Sign in by inputting your email and password.

the-olive-tree-account-login-page

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.