TERMS OF USE

Key Sections

  1. Go to Payment Options and Policies
  2. Go to Shipping Methods, Tracking, and Delivery Policies
  3. Go to Missing Item Policy
  4. Go to Incorrect Item Delivered Policy
  5. Go to Consumer Rights
  6. Go to First Order Discount – Terms and Instructions
  7. Go to Reward Points Program – Terms and Conditions
  8. Go to Coupons – Terms of Use
  9. Go to Reviews Policy
  10. Go to Damaged Goods Policy
  11. Go to General Amendments Policy

Payment Options and Policies

Payment methods

We offer secure and flexible payment methods to provide a seamless shopping experience. We do not store or process any card or other payment information on our servers. Currently, we do not offer cash-on-delivery or cryptocurrency payments, but we are exploring additional payment options to serve you better.

Please review the details below to select the option that best suits your needs:

  1. Credit Card (Visa, Mastercard) 
    All credit card payments are processed securely through our trusted bank payment gateway. (No additional fees.)
    Your payment details are not stored on our servers, ensuring maximum security. Transactions are protected with 256-bit encryption and the latest TLS protocols, guaranteeing the safety of your data throughout the process.
  2. PayPal
    PayPal is the most widespread and secure method for online transactions. (Additional 4.7% fee applies.)
    Note: Due to PayPal’s acceptable use policy, this payment method is unavailable for Cannabis-CBD-Hemp Cosmetics. If you wish to buy such products, you must choose an alternative payment method, such as a credit card.
  3. Google Pay, Apple Pay
    We offer the convenience of Google Pay and Apple Pay for seamless and secure payments. (Additional fee applies.)
    These methods allow you to complete your purchase quickly with just a tap. Please note that depending on your country or region, a small transaction fee may apply. The applicable fee will be displayed during checkout for transparency.
  4. Bank Payments
    Bank payments are available only for customers in Germany and Austria. (Additional 4 € fee applies.)
    After placing your order, you will receive an email with instructions, including our IBAN details. Transfer the total amount using your order number as the payment reference. Once the transfer is complete, please send the payment receipt and your order number to info@theolivetree.com. Please note:
    • Orders will be canceled if the exact amount stated is not received within 3 business days.
    • Bank payments are accepted in euros only. Customers are responsible for any additional bank or conversion fees for international transfers.
    • Bank payments may take up to 2-3 business days to confirm.

Confirmation of Payment

Once your payment is successfully processed, you will receive a confirmation email as a system response. This email serves as proof that your payment has been received and your order is being processed. If you believe you have made a payment but do not receive a confirmation email within a few minutes, please check the following:

  • Ensure that the email address provided during checkout is correct.
  • Check your spam or junk email folder for the confirmation email.
  • If you still cannot locate the confirmation email, please contact our support team at info@theolivetree.com with your payment details, and we will assist you in verifying the transaction.

Orders without a confirmation email may not have been successfully processed, and we recommend reaching out to confirm your order status.

Important Notes

  • No additional fees for credit card use.
  • Some payment methods include additional fees ( PayPal, Google Pay, Apple Pay, Bank Payment). Please check the applicable fees during checkout.
  • If a payment fails but funds are deducted from your account, please allow up to 7 business days for the refund to process.
  • Ensure your billing and shipping details are accurate at checkout to avoid payment delays or issues.
  • If you encounter any payment-related issues, please contact our support team at info@theolivetree.com.

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:

  • Greek Postal Services (ELTA)
  • TNT Standard
  • TNT Express
  • UPS Standard
  • UPS Express
  • FedEx
  • ACS Courier (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:

Non-EU Destinations and Import Charges

For deliveries outside the EU, additional taxes, duties or customs charges may apply. These charges are determined by your destination country’s regulations and are payable upon import. Consult your local customs office for an estimate of applicable fees. Please note:

  • The Olive Tree is not responsible for any additional taxes, duties oor customs charges.
  • These charges are not included in the price paid during checkout.

EU Destinations

Deliveries within the EU are FREE of duties or customs charges.

Delivery Issues and Returns

If your parcel cannot be delivered due to an incorrect address or your unavailability, the courier may attempt to notify you. However, this is not guaranteed. Please ensure your shipping address and contact details are correct when placing your order.

If the package is returned to us due to 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 are unavailable at the time of delivery, the parcel will be returned to us. In such cases, the same deductions will apply to your refund.

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.
  • 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.
  • In the event of a lost or undelivered parcel (not due to an incorrect address), please contact us here, and we will work with the carrier to investigate the issue.
  • 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, we will investigate with the shipping carrier. Claims will be resolved based on the carrier’s investigation findings.

However, 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.

Important Notes on Shipping

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.

Certain deliveries may 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.

Missing Item Policy

If you notice that an item is missing from your package after receiving your order, please follow the steps below to report the issue:

1. Reporting a Missing Item

Contact our Customer Support team within 7 days of receiving your order using one of the following methods:

When contacting us, include the following details to help us process your claim efficiently:

  • Your full name and contact information
  • Order number
  • A detailed description of the missing item(s)
  • Photos Required:
    • Photo of the Package: Clearly showing the condition of the package upon arrival.
    • Photo of the Package Contents: Displaying all items that were included in the package.
    • Photo of the Shipping Label: Showing the shipping label on the box, including the tracking number and delivery address.
  • Any supporting documentation or additional photographs, if available

Issues must be reported within 7 days of the delivery date, as confirmed by the shipping carrier.

Claims with incomplete or unclear evidence may be delayed or deemed ineligible.

2. Verification Process

Once we receive your notification, our team will:

  • Review Your Claim: Verify the details of your order and the missing item(s) using the provided information and photos.
  • Investigate the Issue: Conduct an internal review, which may include checking our packing processes and shipping records.

3. Resolution

After verification, we will take one of the following actions at our discretion:

  • Replacement: Ship the missing item(s) to you at no additional cost.
  • Store credit equivalent to the value of the item(s).
  • Refund: Issue a full refund for the value of the missing item(s) to your original method of payment.

If we are unable to verify the claim after a thorough investigation, no replacement, store credit or refund will be provided.

4. Exclusions

This policy does not cover the following:

  • Items lost or stolen after delivery confirmation.
  • Discrepancies caused by third-party shipping carriers beyond our control.
  • Issues resulting from incorrect or incomplete shipping information provided by the customer.

5. Limitations

To ensure fairness for all customers, the following limitations apply to missing item claims:

  • Claims submitted after the 7-day timeframe will not be eligible for replacement, refund, or credit.
  • Only items listed in the original order confirmation are eligible for claims under this policy.
  • All required photos must be submitted to validate the claim.

6. Amendments to the Policy

We reserve the right to modify this Missing Item Policy at any time. Changes will take effect immediately upon posting to our website. It is your responsibility to review this policy periodically.

Incorrect-Item-Delivered Policy

If you receive an item that differs from what you ordered, please follow the steps below to report the issue:

1. Reporting an Incorrect Item

Notify our Customer Support team within 7 days of receiving your order. You can contact us using one of the following methods:

When contacting us, please provide the following details to help us assist you efficiently:

  • Your full name and contact information
  • Order number
  • A detailed description of the incorrect item
  • Photos Required:
    • Photo of the Package: Clearly showing the condition of the package upon arrival.
    • Photo of the Incorrect Item(s): Displaying the item you received.
    • Photo of the Shipping Label: Showing the shipping label on the box, including the tracking number and delivery address.
  • Any supporting documentation or additional photographs, if available

Issues must be reported within 7 days of the delivery date, as confirmed by the shipping carrier.

Claims with incomplete or unclear evidence may be delayed or deemed ineligible.

2. Verification Process

Once we receive your notification, our team will:

  • Review Your Claim: Verify the details of your order and the incorrect item(s) using the provided information and photos.
  • Investigate the Issue: Conduct an internal review, which may include checking our packing processes and shipping records.

3. Resolution

If the issue is verified as our fault, we will take one of the following actions at our discretion:

  • Replacement: Ship the correct item(s) to you at no additional cost.
  • Store credit equivalent to the value of the item(s).
  • Refund: Issue a full refund for the value of the incorrect item(s) to your original method of payment.
  • Return and Replacement: In some cases, you may be asked to return the incorrect item(s), and we will ship the correct item(s) once the return is received.

If we are unable to verify the claim after a thorough investigation, no replacement, store credit or refund will be provided.

4. Amendments to the Policy

We reserve the right to modify this Incorrect Item Delivered Policy at any time. Changes will take effect immediately upon posting to our website. It is your responsibility to review this policy periodically.

Damaged Goods Policy

At The Olive Tree, we take every precaution to ensure that your order is carefully packaged and delivered in excellent condition. However, we understand that occasionally, items may arrive damaged. This policy outlines your rights and the steps to follow if you receive damaged goods.

Reporting Damaged Goods

Timeframe for Reporting:

Any damage to products must be reported to our Customer Support team within 7 days of receiving the delivery. Reports made after this period may not be eligible for resolution.

How to Report:

Contact us via:

Provide the following information to expedite the process:

  • Your full name and contact information.
  • Order number.
  • A detailed description of the damage.

Required Documentation

To process your claim efficiently, please include the following photographs:

  1. Photo of the Damaged Item(s): Clearly showing the damage to the product(s) from multiple angles.
  2. Photo of the Product’s Own Package: Displaying the condition of the package upon arrival.
  3. Photo of the Delivery Package: Displaying the condition of the package from all angles upon arrival.
  4. The inner packaging (e.g., bubble wrap, filler material).
  5. Photo of the Shipping Label: Showing the shipping label on the box, including the tracking number and delivery address.

After providing the above do not dispose any of the evidence until resolution of the issue.

Resolution Options

To process a claim for damaged goods, we may require additional evidence, including photographs of the product, packaging, and shipping box. In cases where damage appears to result from post-delivery mishandling, the claim may be denied. If required, we may investigate with the shipping carrier to determine the cause of the issue.

After verification of your claim, we will take one of the following actions, at our discretion:

  • Replacement: Ship the item(s) to you at no additional cost.
  • Store credit equivalent to the value of the item(s).
  • Refund: Issue a full refund for the value of the damaged item(s) to your original method of payment.
  • Return and Replacement: In some cases, you may be asked to return the damaged item(s), and we will ship the replacement item(s) once the return is received.

Exclusions

This policy does not cover:

  • Minor cosmetic imperfections that do not affect the functionality of the product.
  • Damage caused after the delivery has been completed, including mishandling or improper storage by the recipient.

Packaging and Returns

  • If a return is required, the item(s) must be returned in their original packaging. We will provide instructions on how to proceed with the return.
  • In this case The Olive Tree will cover the return shipping costs for items deemed damaged upon delivery.

Contact Us

If you have any questions or concerns about this policy, please contact us at info@theolivetree.com

Consumer Rights

Withdrawal

You have the right to return the entire order or a part of it, but only in cases where The Olive Tree is proven to be at fault for delivering incorrect, poor-quality, or defective products.

The right of withdrawal applies within 14 calendar days from the date the products were delivered. Please note that the maximum replacement period cannot exceed 14 calendar days. If the order is not returned within this timeframe, The Olive Tree cannot process any refunds or replacements.

If the return is due to a mistake on our part, we will cover the shipping costs for the return.

To exercise the right of withdrawal, you must:

  • Contact us immediately.
  • Return the product in its original condition, including unopened seals and intact special tags.
  • Provide proof of payment along with the withdrawal statement.

Return requests will be accepted only after company approval.

If you have any complaints, you may submit them online by sending an email to info@theolivetree.com.

Note: All returned products are subject to quality control. To avoid inconvenience, please check the condition of your products and their packaging upon delivery. If a defect is detected during quality control, we will contact you to resolve the issue.

Order Cancellation

If you complete the order process but change your mind, you can cancel your order before it is dispatched. Simply email us at info@theolivetree.com to request a cancellation.

Right of Replacement

We do not provide a general product replacement service. However, if you receive a defective product and wish to replace it, you may do so within 14 calendar days from the date of delivery. If the defect is determined to be our fault, we will cover the shipping costs for the return.

Detailed Guide on Product Returns

If you wish to return an order or part of it for the reasons described above, you must first notify us via email at info@theolivetree.com.

Conditions for returns:

  • The product must be unused.
  • The product must be in its original packaging and in the same pristine condition as when you received it.
  • The return must include the payment receipt and all specific product labels (tags).

Note: All returned products undergo quality control. To avoid inconvenience, please inspect your products and packaging carefully at the time of delivery. If defects are detected during quality control, we will contact you to resolve the issue.

Returned products should be sent to the following address:

The Olive Tree
PRIFTI PANAG KONSTANTINOS
Andrianou 65, Plaka
P.C. 10556 Athens, Greece
Tel: (+30) 210 3233002

Gifts

When placing your order, you can choose a gift packaging option. We will handle the packaging process for you.

First Order Discount – Terms and Instructions

After completing registration at The Olive Tree, customers are eligible for a 5% discount on their first order.

Terms

  • Only customers who register before placing their first order are eligible for the discount.
  • To redeem the first order discount, customers must be logged in to their registered account. The discount is valid only for the first purchase made through the account.
  • This discount is valid for one-time use only and cannot be applied to multiple orders.
  • The first order discount cannot be combined with other discount codes or promotional offers.
  • The coupon is valid for non-discounted products (items not already on sale, part of a promotional package or part of another promotional offer).
  • The discount will be displayed in the cart total once applied.
  • If the first order is canceled or refunded, the discount will not be reapplied to subsequent orders.

How to Apply the Discount

The discount is automatically applied on the shopping cart page. To ensure the discount is applied correctly, follow these steps:

  • Complete your registration on the website.
  • Visit the shopping cart page to activate the discount.
  • Proceed to the checkout page to complete your order.

Troubleshooting

If you go directly to the checkout page after registration, the discount may not apply. To resolve this issue:

  • Return to the shopping cart page where the discount will activate.
  • Then proceed to the checkout page.

There is no need to log out or delete the order to resolve this issue.

Support: If you need further assistance, please contact us at info@theolivetree.com.

Reward Points Program – Terms and Conditions

1. Overview of the Program

The reward points program is available to registered customers of TheOliveTree.com online store. The earned by customer reward points are redeemed on next purchases only. 

2. Eligible Products

The Olive Tree reserves the right to include specific products in the program at its sole discretion. The purchase of these products will result in the crediting of reward points to your account. The number of points earned for each product will be displayed on the product page. Reward points are earned only on eligible products. Points are not awarded for shipping fees.

3. Member Account

To collect and redeem reward points, you must create an account on TheOliveTree.com. Customers without an account will not be able to redeem their earned points in future purchases.

Details regarding your reward points, including your total earned points, can be accessed through your account. Please note:

  • Accounts are strictly personal, and transferring or sharing reward points or account privileges is prohibited.
  • Reward points cannot be transferred to another person or account under any circumstances.

4. Reward Points System

The reward points system works as follows:

  • Earn 2 points for every €1 spent on products.
  • For every 100 points, you receive a €1 discount.

5. Crediting Reward Points

Reward points are credited to your account after completing a purchase. Please note:

  • Points are calculated after all applicable discounts are applied.
  • Shipping costs are excluded from the reward points calculation.

6. Redeeming Reward Points

To redeem reward points:

  • Log in to your account.
  • During your next purchase, you will see your collected points in the shopping cart.
  • Use the available option to apply the points as a discount in your shopping cart.
  • Customers can redeem all or part of their available points in a single transaction.
  • The discount is valid for non-discounted products (items not already on sale, part of a promotional package or part of another promotional offer).
  • Reward points cannot be combined with other promotional codes or discounts.

7. Reward Points Validity

Reward points are valid for 12 months from the date they are granted. Points that are not used within this period will expire.

8. Final Redemption

Once reward points are redeemed, the transaction is final. Redeemed points cannot be canceled or returned under any circumstances.

9. Product Returns

In the event of a refund:

  • Points earned from the refunded products will be deducted from your account.
  • If the refunded products were exchanged for others not included in the program, points corresponding to the returned product’s value will also be deducted.

Coupons – Terms of Use

10% Off Discount for Next Purchase

Customers who place an order of €100 or more will receive a 10% discount coupon code via the order confirmation email. The coupon is subject to the following conditions:

  • The discount applies to a future purchase.
  • The coupon is personal and can only be used once.
  • The coupon is valid for non-discounted products (items not already on sale, part of a promotional package or part of another promotional offer).
  • The coupon cannot be combined with other discount codes or promotional offers.
  • The coupon must be redeemed within 60 days of being issued.
  • The coupon applies only to product purchases and excludes shipping fees and gift cards.

Note: TheOliveTree.com reserves the right to modify the terms of use for discount coupons at any time without prior notice.

How to Redeem a Coupon

To redeem your coupon, follow these steps:

  • Apply the coupon code in the shopping cart page before proceeding to checkout.
  • Ensure the coupon code is applied on the cart page. If you skip this step and proceed directly to the checkout page, the coupon will not be applied.
  • Once applied, the discount will be visible in your cart total before proceeding to checkout.

If you encounter issues redeeming your coupon, please contact our support team at info@theolivetree.com for assistance.

The coupon must be used in a single transaction and cannot be partially redeemed.

Reviews

At The Olive Tree, we value and appreciate customer feedback as it helps us improve our products and services. By submitting a review on our website or through any of our associated platforms, you agree to the terms outlined in this policy.

Submission and Ownership of Reviews

  1. Voluntary Submission: By submitting a review, you confirm that it is your original content and does not infringe upon any third-party rights, including intellectual property or privacy rights.
  2. Rights to Use: Upon submission, you grant The Olive Tree a non-exclusive, royalty-free, perpetual, and worldwide license to use, reproduce, modify, translate, and distribute your review in any marketing, promotional, or advertising material, whether online or offline.

Translation of Reviews

  1. Language Adaptation: We reserve the right to translate submitted reviews into other languages to better serve our international audience. Translations will aim to maintain the original tone and intent of the review.

Publication of Reviews

  1. Discretion to Publish: The Olive Tree reserves the right to moderate, edit, or decline the publication of any submitted review. Reviews that are deemed inappropriate, offensive, or irrelevant to the product or service may not be published.
  2. Retention of Unpublished Reviews: Even if a review is not published, it may still be retained for internal purposes, such as product or service improvement.

Guidelines for Reviews

  1. Reviews must be honest, constructive, and based on your genuine experience with our products or services.
  2. Submissions must not contain:
  • Offensive, abusive, or discriminatory language.
  • Personal information about yourself or others.
  • Spam or promotional content unrelated to The Olive Tree.

General Amendments Policy

By accessing and using our website (www.theolivetree.com), you agree to comply with the terms outlined in this page. If you do not accept these terms, you are kindly requested not to use the services provided through our e-shop.

Visitor Responsibility

  1. Acceptance of Terms: Visitors who do not agree to these terms and conditions must refrain from using the services provided by our e-shop.
  2. Usage Accountability: The use of our website is solely the responsibility of the visitor or customer. The Olive Tree shall not be held liable for any malicious interventions or external disruptions caused by third parties.

Prohibited Activities

  1. Visitors are strictly prohibited from engaging in any malicious activities that harm other users, disrupt the functionality of the website, or breach its security.
  2. Any use of the website that violates the privacy of others, including unauthorized access, data collection, or misuse of information, is expressly forbidden.

Right to Amend Policies

  1. Policy Changes: 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.
  2. Visitor Responsibility for Updates: It is the responsibility of visitors and customers to review the terms periodically to stay informed of any changes. Continued use of the website constitutes acceptance of the amended terms.

Disclaimer

The Olive Tree is committed to ensuring the accuracy and reliability of the services offered through its e-shop. However, we cannot guarantee uninterrupted or error-free operation, and we are not responsible for any issues resulting from factors beyond our control.