Frequently Asked Questions About the #RefillBox

A. GETTING STARTED QUESTIONS / SIGN UP QUESTIONS

1. Why should I get a Refill Box?

It’s hassle free. Just select three items you would like to refill 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 look for parking at the mall.
c) Save more money.
d) For Klang Valley deliveries, return your empty bottles to us for us to reuse and prevent a plastic bottle from ending up in the landfill.

2. Why can’t I return my empty bottles for non-Klang Valley order?

Unfortunately for non-Klang Valley orders, we do not have the logistics to consolidate the returns of the empty bottles to us yet. It will cause more carbon footprint to bring back those empty bottles if the returns are not consolidated.

Hence, we are only able to start collecting empty bottles for Klang Valley as we will be consolidating all the orders to deliver only on Tuesdays, just like a milkman run.

3. Is there a fee to join?

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

4. Can I change my next order delivery date?

Yes. You can adjust your next order delivery anytime from your Account Page.

5. 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) except on Malaysian Public Holidays.

6. How does The Olive Tree Refill Box work?

Just select your desired The Olive Tree Refill Box by selecting three items in your box.

The delivery of your first box will happen on Tuesdays for Klang Valley deliveries for orders made by Monday, 12pm. For non-Klang Valley deliveries, your first box will be sent out by courier the next working day. We will email you the tracking information when it is available.

Your subsequent Olive Tree Refill Boxes will be automatically sent out every 3 months.

For Klang Valley deliveries, if you would like to return your empty bottles, please place them into the box we deliver to you and pass it to our courier partner when they deliver your Olive Tree Refill Box to you.

The reason we deliver every Tuesday for Klang Valley orders is because we consolidate all our Klang Valley orders to do a milkman run whereby allowing you to return your empty used bottles to us too.

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. (Do I need to state that the Starter Sets is for non-refills? Or should I create a Starter Sets for refills?)

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) except on Malaysian Public Holidays.

9. What is your return policy?

Due to the 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.

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) except on Malaysian Public Holidays.

 

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) except on Malaysian Public Holidays.

2. Sigh… 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.

 

the-olive-tree-customer-account-login
the-olive-tree-customer-account-login

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) except on Malaysian Public Holidays.

3. How do I update my payment information?

You can update your payment information on your Account Page.

If you’re still having trouble, just let us know here.

4. How do I change my address?

You can update your shipping information on your Account Page

If you’re still having trouble, just let us know here.


C. MY ORDERS

1. Can I skip the next shipment?

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

2. Where can I find my order history?

You can see your order history on your Account Page

3. How long does it take for my Refill Box to process?

Your Refill Box will be processed the next working day and takes between between 2 – 5 working days for your box to be delivered for non-Klang Valley orders. For Klang Valley orders, deliveries will take place on Tuesdays.

4. 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) except on Malaysian Public Holidays.

5. 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 next day after shipment date. 

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

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) except on Malaysian Public Holidays.

For unsuccessful delivery of the Refill Box in Klang Valley, a second attempt will be made the following Tuesday. Please do understand that if the second attempt is still unsuccessful, a delivery free will be chargeable for the third attempt.

7. How do I cancel my Refill Box?

(Please recheck).

1. Go to your Account Settings.
2. Choose Cancel Box.
3. Select a reason for stopping.
4. Don’t go!

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

8. Can I change the items in my Refill Box?

Yes, you may change the items in your Refill Box for your upcoming shipment. Any changes made will affect all upcoming orders to reflect the latest change of items in the Refill Box.

9. How do I change the items in my Refill Box?

Login into your account and go to Manage Subscriptions

 [To provide screenshots].

 

10. How do I return the empty bottles?

Just place them into the box we delivered them in and pass it to our courier partner when they deliver the Refill Box to you. Please do note that this is only available for customers who purchase the Refill Box in Klang Valley. We thank you in advance for supporting our efforts to reuse these bottles instead of tossing them into the bin and ending up in the landfill which would take hundreds of years to biodegrade.

 

 

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