Frequently Asked Questions About the #OliveTree Refill Box

A. GETTING STARTED QUESTIONS / SIGN UP QUESTIONS

1. Why should I get the #OliveTree 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.

The #OliveTree Refill Box includes the Refill Box for Kids too. From hereon, any reference to #OliveTree Refill Box includes the Refill Box for Kids.


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 send out 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 #OliveTree Refill Box work?

Just select your desired #OliveTree Refill Box by selecting three items in your box.

We will send out your first box on Tuesday for Klang Valley deliveries for orders made by Monday, 11.59pm. Delivery within Klang Valley should happen by Thursday if your area is serviced by Pickupp. We will email you the tracking information when it is available. If you did not receive your parcel by Thursday, please do let us know and we will help follow up on your behalf. 

Your subsequent #OliveTree 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 #OliveTree Refill Box to you. You can label the bottles with your name.

The reason we send out subscription boxes 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.


8. What is your cancellation policy?

We would really be sad 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 but we will only send out every Tuesday for orders placed by Monday, 11.59pm. It takes between between 2 – 4 working days for your box to be delivered for Klang Valley orders. This is because we are consolidating your orders to do a milkman run.


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?

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.

Please do understand that if the second attempt is still unsuccessful, a delivery fee will be chargeable for the third attempt.

 

7. How do I cancel my Refill Box?

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.

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

D. Scroll down to "Cancel Subscription".

the-olive-tree-box-cancel-subscription
E. Select reason for cancellation.
the-olive-tree-cancel-subscription

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?

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".

the-olive-tree-box-manage-upcoming-orders

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

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

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

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

 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

 

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. You can also label the bottles with your name. 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.

 

11. What happens if you run out of stock of selected items in my #OliveTree Refill Box?

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 #OliveTree Refill Box?

Be rest assured that we do not raise our prices unnecessarily. In the event that we need to increase our prices of #OliveTree Refill Box 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 #OliveTree Refill Box?

As #TheOliveTree Refill Box 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 #OliveTree Refill box 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 #OliveTree Refill Box 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 #OliveTree Refill Box?

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 #OliveTree Refill Box?

As #OliveTree Refill Box 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 #OliveTree Refill Box meets the criteria?

As the #OliveTree Refill Box 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 #OliveTree Refill Box?

Please note that the free gift on the applicable #OliveTree Refill Box is available while stocks last and limited to 1 unit per customer where 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.