SHIPPING TERMS

Worldwide Shipping Charges

We ship to destinations across the globe. Shipping costs vary based on the destination, carrier, and weight of the package. You can calculate the exact shipping cost during the checkout process by selecting your shipping country in the appropriate address field.

Import Charges – (Import Duties & Taxes)

EU Destinations. There are no additional import (custom) duties & taxes for EU destinations.

Definition: EU Destinations are the countries that are currently member countries of the EU (European Union): Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Non-EU Destinations – Potential Import Duties and Taxes

Definition: Non-EU Destinations are all the countries that are not part of European Union member countries.
For non-EU destinations, additional VAT or customs charges may sometimes apply, which are due and payable in the buyer’s country of import. The Olive Tree company bears no responsibility for these additional costs. The buyer is responsible for these VAT or customs charges which are not included in the price paid by the buyer during the checkout process at The Olive Tree online store. Delivery may be delayed sometimes until the package is cleared by the importing country’s customs. The olive tree online store is not responsible nor can it control any of these delays.

Shipping Charges Only for Greece

Free Delivery within Greece for orders over 49.00 €
The Olive Tree delivers orders within Greece using the EASY MAIL Courier Service.
Full order tracking is available after order shipping. You can use your tracking number in the following link. EASY MAIL Tracking Page

Greece
REGION	WEIGHT	SHIPPING COST
Attica	Up to 2 Kilos	3,00 €	Every Extra Kilo +  1,00 €
Out of Attica	Up to 2 Kilos	3,00 €	Every Extra Kilo +  1,80 €

Shipping Methods, Tracking, and Delivery Policies

At The Olive Tree, we offer various shipping methods to meet your needs. Below, you will find information on available carriers, handling times, tracking options, and policies for delivery issues and returns.

Available Shipping Methods

We collaborate with reliable carriers to ensure your order is delivered safely and promptly. Depending on your location, the following shipping methods are available:

• UPS
• FEDEX
• ARAMEX
• ELTA (Greek Postal Services)
• EASY MAIL (within Greece only)

Note: Some shipping methods may not be available for all destinations. 

Handling and Delivery Time

Orders are processed within 1-5 working days. Delivery times vary by destination and shipping method, but most orders are delivered within 7-10 days. You will receive a tracking number via email once your order has been dispatched.

Delivery timelines are estimates and may be subject to delays due to factors beyond our control, such as weather conditions, customs processing, or carrier disruptions.

Remote Area or Out-of-Area Shipping Surcharge

In rare cases, the shipping carrier may classify the destination as a remote area or out-of-area after the order has been placed. This classification results in higher shipping costs than those paid during checkout.

• If this occurs, we will contact you promptly to inform you of the additional charges.
• You will have the option to:
  1. Pay the extra shipping cost via a payment link, or
  2. Request a full refund of the amount initially paid during checkout.

Tracking Your Order

Once your order has been shipped, you can track it using the link provided in your confirmation email. Alternatively, use the following tracking pages for more details:

• Track your shipment on UPS
• Track your shipment on FedEx
• Track your shipment on Aramex
• Track your shipment on ELTA*

*ELTA is the Greek Post Office and tracking is available to its final destination. If during the checkout you choose this shipping method once the parcel arrives in its destination the delivery is handled by your local post office and not by the ELTA. In this case it is always recommended to visit the website of your local post office with the originally provided tracking number to get detailed tracking information for your parcel.

Delivery Issues and Returns

We strive to ensure smooth and timely deliveries, but certain circumstances may arise that are beyond our control. Please review the following policies regarding delivery issues and returns:

1. Missed Deliveries & Unclaimed Parcels

• If the shipping carrier attempts delivery but the recipient is unavailable, they may leave a notice for rescheduling or pickup at a local facility.
• Many carriers require a signature upon delivery, and parcels are not typically left unattended in areas such as porches, garages, or doorsteps for security reasons. It is the customer’s responsibility to track their parcel and ensure someone is available to receive it.
• The need for physical presence and a signature upon delivery is not optional. This is determined by the carrier’s policies, and failure to retrieve the package due to absence does not qualify for a refund of shipping fees. It is the customer’s responsibility to track the parcel and ensure timely pickup if needed.
• If a parcel remains unclaimed at the local post office or carrier facility and is eventually returned to us, we do not issue a refund for the shipping cost.
• If the parcel is returned to our facilities, customers may request a reshipment, but they must cover the shipping fee for this..

2. Incorrect Address & Failed Delivery

• If a parcel is returned due to an incorrect shipping address provided by the customer, shipping costs will not be refunded.
• Customers may request a reshipment by contact us here,  but they will be required to cover the shipping cost for this.

3. If the package is returned to us due to the above delivery issues:

• The shipping cost to your destination will be deducted from your refund.
• The return shipping cost (€55) to our facilities will also be deducted.

Refunds are processed only after the returned parcel has been inspected and accepted.

*Special Note for ELTA Hellenic Post: If you choose ELTA and provide incorrect information or you are unavailable at the time of delivery, the parcel will be returned to us. In such cases, only the shipping cost to your destination deduction will apply to your refund.

✅ Customers are responsible for providing a correct shipping address
✅ Customers are responsible for tracking and claiming their parcels
✅ Signature upon delivery is not optional in most cases
✅ Shipping costs are non-refundable
✅ Reshipment is available, but at the customer’s expense

Refusal to Accept Delivery

If you refuse to accept delivery of your order for any reason, the parcel will be returned to our facilities. In this case, the following costs will be deducted from your refund:

• The shipping cost to your destination
• The return shipping cost (€55) to our facilities

Refunds are processed only after the parcel has been received and inspected at our facilities.

Lost Parcel Policy

Once your order leaves our logistics center, we entrust it to the selected shipping carrier.

• The carrier holds responsibility of your parcel once it is dispatched from our facilities.
• Once a parcel is handed over to the shipping carrier, we do not control delivery schedules.
• Delivery is considered complete when the shipment is marked as delivered by the carrier.
• Once the shipment is marked as delivered, ownership of the products is transferred to you, and you assume full responsibility for their loss or damage.
• If a wrong shipping address was provided at checkout, and the parcel is delivered to that incorrect address, neither our company “The Olive Tree” nor the shipping carrier hold any responsibility for the lost package. It is the customer’s responsibility to ensure the correct shipping details are provided at the time of purchase.
• The carrier is responsible for investigating the issue and determine the reason a parcel is lost or undelivered.

Delivery Disputes

If the tracking system indicates “delivered,” but the customer reports non-receipt:

• If the tracking system marks the order as delivered but the recipient claims non-receipt, an investigation must be conducted with the carrier.
• Claims will be resolved based on the carrier’s investigation findings.
• Refunds or replacements are only issued if the carrier confirms the parcel was lost or undelivered.
• If the customer is not available to accept the parcel during delivery resulting the return of package, neither our company “The Olive Tree” nor the shipping carrier are responsible for issuing a refund.
• if the incorrect shipping address was provided at checkout, resulting in delivery to the wrong location, neither our company “The Olive Tree” nor the shipping carrier are responsible for retrieving the parcel or issuing a refund. The customer is responsible for recovering the package from the provided address.

File a claim for a lost or undelivered parcel

• In the event of a lost or undelivered parcel (not due to an incorrect address or your unavailability), please contact us at info@theolivetree.com or fill out the contact form here to file a report for a lost or a non delivered parcel. The report must be filed within 30 days of the shipment date – as indicated by the carrier and our email notifications. Based on your report, we will work with the carrier to investigate the issue.
• No claims will be accepted if are filed after the 30 days period of the shipment date.
• Please state in the email the following: Your order number – your full name – the email address you used in your order and the tracking number we have provided in the email with the shipping details.

What to Do to Avoid Delivery Issues

Please ensure your shipping address and contact information is correct at checkout. If you notice an error, contact us immediately to update your details before the order is dispatched.

Delivery to PO Boxes may not be available for certain shipping methods. Please provide a physical address where possible.

Tracking details will be sent to your email as soon as your order is dispatched. Use the provided link to monitor your package’s progress.

Customers are responsible for monitoring tracking updates and responding promptly to carrier notifications to avoid delivery issues.

It is the customer’s responsibility to ensure someone is available to receive the parcel during delivery.

Most deliveries require a signature upon receipt to ensure secure delivery.

If a parcel is returned to us as unclaimed or undeliverable, we will contact you to arrange redelivery. Please note that additional shipping charges for redelivery will apply and must be provided before the parcel is dispatched again.

Amendments

 We reserve the right to amend or update these terms of use at any time, without prior notice. Updates will take effect immediately upon being published on our website.

Important References

For details regarding our policies on Missing Item(s), Incorrect Item(s) Delivered, and Damaged Product(s) Upon Delivery, please refer to our Terms of Use page.

These policies here are an integral part of our Terms of Use. By accepting the Terms of Use, you also acknowledge and agree to these specific policies.