This Shipping, Returns & Refund Policy explains how orders placed through oliveoilroots.com are shipped, when returns may be accepted, and how refunds, replacements and damaged or lost shipments are handled.
We currently do not ship outside the European Union.
Available shipping options may vary depending on the destination, order size and selected subscription plan.
2. Shipping Carriers
Orders are shipped through third-party courier or logistics providers selected by Olive Oil Roots.
The carrier used for a particular order may vary depending on factors such as:
delivery country;
delivery address;
parcel weight and dimensions;
service availability;
operational requirements.
Where available, information about the selected carrier or delivery method will be provided during checkout or after the order has been processed.
3. Shipping Costs
Standard shipping costs are included in the annual subscription price for deliveries to the destinations currently served by Olive Oil Roots.
No separate standard shipping charge will normally be added to the subscription at checkout.
If an exceptional delivery arrangement or additional service results in an extra charge, that charge will be clearly communicated to the customer before the order is completed.
4. Delivery Times
Delivery times vary depending on the destination and the carrier used.
Where possible, an estimated delivery time will be displayed during checkout or communicated after the order has been processed.
Any delivery dates or timeframes provided are estimates unless expressly stated otherwise.
Delivery may be affected by circumstances outside our reasonable control, including:
courier delays;
adverse weather conditions;
strikes;
transport disruptions;
public holidays;
unusually high shipping volumes;
incorrect or incomplete delivery details provided by the customer;
other unforeseen events.
Nothing in this Policy limits any mandatory delivery rights available to consumers under applicable law.
5. Delivery Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
This includes, where applicable:
recipient name;
street address;
postal code;
city;
country;
telephone number;
any additional information reasonably required for delivery.
Customers should review their delivery details carefully before completing an order.
If you notice an error in your shipping information, please contact us as soon as possible at info@oliveoilroots.com.
We will make reasonable efforts to correct the information before dispatch, but we cannot guarantee that changes can be made once an order has entered the shipping process.
6. Failed Deliveries and Incorrect Addresses
If delivery cannot be completed because the customer has provided an incorrect or incomplete address, has failed to collect the parcel, or has otherwise prevented successful delivery, additional shipping costs may apply if the order must be sent again.
Any additional cost will be communicated to the customer before a new shipment is arranged.
This does not apply where the failed delivery results from an error by Olive Oil Roots or the shipping provider.
7. Inspecting Your Order
Customers are encouraged to inspect their parcel and products as soon as reasonably possible after delivery.
If the parcel appears visibly damaged upon arrival, we recommend taking photographs of:
the outer packaging;
the shipping label;
the damaged area;
the affected product.
These photographs may help us investigate the issue with the carrier and process a replacement or refund more efficiently.
8. Damaged, Defective or Incorrect Products
If you receive a product that is:
damaged;
defective;
leaking;
broken;
materially different from what you ordered; or
otherwise not in conformity with your order,
please contact us at:
info@oliveoilroots.com
For visible transport damage, we recommend contacting us within 48 hours of delivery, where reasonably possible.
Please include:
your order number;
a brief description of the problem;
photographs of the product and packaging where applicable.
The 48-hour notification period is intended to help us investigate transport-related damage promptly and does not limit any mandatory statutory rights available to consumers.
9. Remedies for Damaged, Defective or Incorrect Orders
Where a product is delivered damaged, defective or does not correspond to the order, Olive Oil Roots will, as its standard remedy, arrange a replacement or reshipment of the affected product at no additional cost to the customer.
Customers will not be charged additional shipping costs for a replacement or reshipment required because of an error by Olive Oil Roots or because a product was delivered damaged, defective or incorrect.
Olive Oil Roots does not offer a refund as the standard remedy in these circumstances. However, nothing in this Policy limits any mandatory right to a refund, price reduction or other remedy available to the consumer under applicable law, including where replacement is impossible or cannot be completed within a reasonable time and without significant inconvenience.
10. Lost Shipments
If an order does not arrive within the expected delivery timeframe, please contact us at info@oliveoilroots.com.
We may ask the shipping provider to investigate the shipment before confirming that it has been lost.
If the shipment is confirmed as lost, Olive Oil Roots may, depending on the circumstances and product availability:
send a replacement order; or
issue a refund for the affected order.
No additional shipping charge will be imposed on the customer for a replacement shipment where the original parcel was lost in transit.
11. Right of Withdrawal
Olive Oil Roots does not offer voluntary returns for change of mind beyond any return or withdrawal rights required by applicable law.
Consumers purchasing online may have a statutory right to withdraw from certain distance contracts within 14 days, subject to the conditions and exceptions provided by applicable law.
For eligible goods, the withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
A consumer exercising a valid right of withdrawal is not required to provide a reason.
To exercise the right of withdrawal, the consumer must inform Olive Oil Roots of the decision to withdraw through a clear statement sent to:
info@oliveoilroots.com
A model withdrawal form is also available in our Terms of Use & Sale, although use of that specific form is not mandatory.
12. Exceptions to the Right of Withdrawal
The statutory right of withdrawal is subject to exceptions established by applicable law.
The right may therefore not apply, among other cases, to:
goods made according to the customer’s specifications;
clearly personalised goods;
sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery;
any other goods or services for which applicable law excludes the right of withdrawal.
Olive Oil Roots subscription packages include personalised elements, such as:
the personalised olive tree name tag;
the personalised adoption certificate.
These personalised elements may be excluded from the right of withdrawal where the applicable legal requirements are met.
The fact that part of a subscription is personalised does not automatically remove any statutory rights that may apply to other eligible elements of the transaction.
13. Food Products
Because Olive Oil Roots supplies olive oil intended for consumption, returned products must remain in a condition that allows their return where a statutory withdrawal right applies.
Products that have been opened, unsealed, used, altered or otherwise handled beyond what is necessary to establish their nature, characteristics and functioning may not be eligible for return where an applicable statutory exception applies, or the consumer may be responsible for any diminished value in accordance with applicable law.
Nothing in this section limits the customer’s rights where a food product is defective, damaged, unsafe or does not conform to the order.
14. Returning Eligible Products
Where a customer validly exercises a right of withdrawal and the relevant goods are eligible for return, the customer must return the goods in accordance with the instructions provided by Olive Oil Roots.
Unless otherwise agreed, products should be:
securely packaged;
returned with all relevant items included;
protected appropriately during transport.
Customers should not return products without first contacting us so that we can provide the appropriate return instructions and address.
15. Return Shipping Costs
Where a consumer returns an eligible product solely because they have exercised the statutory right of withdrawal, the direct cost of returning the product is borne by the customer, unless Olive Oil Roots expressly agrees otherwise.
The customer is not responsible for return or replacement shipping costs where the return is necessary because:
the product is defective;
the product was damaged in transit;
an incorrect product was supplied;
the order otherwise does not conform to the contract.
16. Refunds Following Withdrawal
Where a valid statutory withdrawal applies, Olive Oil Roots will refund the amounts that must be refunded under applicable law.
Refunds will generally be made using the same payment method used for the original transaction, unless the customer expressly agrees to another method.
Where permitted by law, Olive Oil Roots may withhold the refund until:
the returned goods have been received; or
the consumer has provided evidence that the goods have been sent back,
whichever occurs first.
Any refund will be processed within the timeframe required by applicable law.
17. Damaged, Defective or Incorrect Products
Where a product is delivered damaged, defective or incorrect, Olive Oil Roots will normally resolve the issue through replacement or reshipment, without additional cost to the customer.
A refund is not offered as the standard remedy for such cases.
This does not affect any mandatory consumer right to a refund, price reduction or other remedy where such a remedy is required by applicable law.
18. Subscription Cancellations and Refunds
Cancelling the automatic renewal of an annual subscription is separate from returning a product or exercising a statutory right of withdrawal.
A customer may cancel the automatic renewal of an active subscription at any time before the next renewal date.
Cancellation prevents future renewals but does not automatically terminate the current paid subscription period.
Unless a statutory right of withdrawal or another mandatory legal right applies, cancellation of the subscription does not result in a pro-rata refund for the unused part of an annual period that has already been paid.
The customer will continue to have access to the benefits of the subscription until the end of the current paid period.
Each active adoption subscription includes a personalised name tag associated with the customer’s assigned olive tree.
Once a personalised name tag has been produced or installed, it may not be possible to return, cancel or replace that personalised element under the standard withdrawal rules.
If a customer wishes to change the name or wording after the personalisation process has begun or been completed, they may contact:
info@oliveoilroots.com
Changes may be possible depending on the circumstances and may involve an additional charge.
Any additional charge will be communicated to the customer before the change is carried out.
20. Refund Processing Time
Once a refund has been approved and initiated by Olive Oil Roots, the time required for the funds to appear in the customer’s account may depend on:
the payment provider;
the customer’s bank;
the card issuer;
PayPal or another payment service.
Processing times after the refund has been issued are outside the direct control of Olive Oil Roots.
21. Original Payment Method
Where reasonably possible, refunds are issued to the same payment method used for the original purchase.
If the original method is no longer available or a refund cannot technically be processed through it, we will contact the customer to arrange an appropriate alternative.
22. Exchanges
We do not operate a general exchange programme for products that a customer simply prefers to replace with another product or subscription package.
This does not affect the customer’s rights where a product is defective, damaged, incorrect or otherwise non-conforming.
Where appropriate, Olive Oil Roots may offer a replacement as a remedy for such issues.
23. Changes to This Policy
We may update this Shipping, Returns & Refund Policy from time to time to reflect:
changes to shipping providers;
changes to available delivery destinations;
operational changes;
changes to our products or subscription services;
changes in applicable law.
The latest version will always be published on this page.
The “Last updated” date at the top of this Policy indicates the date of the most recent revision.
24. Contact Us
For questions relating to shipping, delivery, returns, replacements or refunds, please contact:
