FAQ & Customer Service

• Within the Netherlands we charge €5.95 per order.
• Shipping to Belgium costs €9.95.
• Shipping to Germany costs €9.95.
• Other countries on request.

Yes, you can. Haven't received a shipping confirmation yet? Then you can cancel your order with us. Have you already received a shipping confirmation? Then you can refuse to accept your package at the door.

You can always return an item to us. You can do so within 14 days. This is called the right of withdrawal. There are a few exceptions. See below under 'right of withdrawal'.

The right of withdrawal is your right to cancel your purchase within 14 days of receiving your package. This means the purchase is reversed. You then have another 14 days to return the item to us.

You don't need to provide a reason, but you can (we're curious, of course). We'll then refund the original order amount you paid, including the shipping costs, within a few days of registering your return, provided we've received the item in good condition.

Please note! There is a legal exception to the right of withdrawal that may be relevant to you. If the seal on perishable foodstuffs has been broken, that product is exempt from the right of withdrawal. This means that you cannot return an opened bottle of olive oil or an opened jar of olives under the right of withdrawal.

If something isn't right after opening the product, please let us know! We'll work with you to find a solution. See below under "I'm not happy with the product I ordered."

If you exercise your right of withdrawal, you must complete this form: " Model Withdrawal Form " and return the form to us with the article and all accessories supplied and - if reasonably possible - in the original condition and packaging.

You will be responsible for paying the shipping costs from your home to The Olive Label.

That's a shame. But: if you're not satisfied, you'll get your money back or a new product! Whatever you want. We'll figure it out together.

Our products must meet the highest quality standards, but they remain natural products and it may occasionally happen that an item has a quality problem.

We'd love to hear from you what you think is wrong with the product. You can call us or send an email to info@theolivelabel.shop , explaining what you think is wrong and how we can best resolve it for you.

If it's helpful, please include photos or a video. If you already know you want to return your product, send us a message. We'll work it out together.

That's amazing! Even though we expected it, of course 😀.

If you're happy with our products or service, tell the world! You'll help other customers, and we're thrilled. Happy customers, happy store – so bring on those reviews!

Once we receive your return, we'll process your package and let you know it's been received. This usually takes 3 to 5 days.

It's always wise to keep your proof of shipment. This allows you and us to track your return.

That's no problem. As long as you haven't received an email with a Track & Trace code, you can still change your order and shipping address with us.

In that case, please contact us as soon as possible; an email is often very fast. If we haven't shipped the item yet, we'll simply change the address.

Have we already shipped your package? Once we've handed it over to the carrier (usually PostNL), we can't change anything. But you can! Use Track & Trace and check the options on the PostNL page.

You may have placed an order but not yet received a Track & Trace code.

First check your spam box to see if the email with your Track & Trace has ended up there.

It is also possible that the carrier, such as PostNL, has not yet received your package or has not yet scanned it.

If you have any doubts about whether something went wrong, you can always send us an email and we will look into it for you.

Orders placed Monday through Friday before 4:00 PM are almost always handed over to the carrier (usually PostNL) that same day. It's then up to the carrier to deliver it to your home as quickly as possible, which is almost always the next day.

Orders placed on Saturdays and Sundays before 4:00 PM are almost always presented to the carrier the same day or the next. Your package will then be delivered on Monday or Tuesday. During holidays or unforeseen peak periods, it may take a little longer.

As soon as your package is packed, you'll receive an email with Track & Trace, but it won't work yet. You'll receive another message once your package is scanned at the distribution center. From that point on, Track & Trace will be working, and you'll be able to see when your package will be delivered to your home.

At the moment you can pay with iDeal, PayPal, most credit cards, the Belgian Bancontact, Apple Pay and Klarna Afterwards.

Yes, paying with us is completely secure. All online payments are processed through a certified Payment Service Provider (PSP). This PSP processes your payment in a secure online payment environment and transfers the amount, after deducting their fees, securely to us.

Whether you pay with iDEAL, credit card, PayPal, or another payment method, every payment is encrypted via SSL . You can recognize this by the lock icon in your browser. Thanks to this encryption, no one can view or intercept your data— not even us .

This means you are always assured of a safe, fast and reliable payment.

We do not have access to your privacy-sensitive payment information and your data is not stored with us.

Because the PSP is legally required to have a license from De Nederlandsche Bank (the Dutch Central Bank) and is therefore supervised by the AFM (Netherlands Authority for the Financial Markets), you can be assured that the PSP complies with the latest legal regulations regarding your privacy. We can't make it any more secure.

Absolutely. You can pay with Klarna Pay Later.

It's possible that a customer won't be offered the Klarna Pay Later option. This may be because Klarna reserves the right to refuse customers, for example, if they don't meet Klarna's credit check requirements.

If you pay by credit card, the amount is usually only debited once you have received your package.

Unfortunately, we cannot offer this at this time.

If you have a complaint, that's unfortunate, and we'll do everything we can to resolve it as best as possible. If you have a complaint, please contact us as soon as possible, preferably via info@theolivelabel.shop .

It's important that you describe your complaint and what you think could be a solution. If applicable, it's helpful to attach a photo or video.

We assume we can reach a solution together. If that doesn't work, you can submit your dispute to the WebwinkelKeur Foundation . You can also submit your complaint via the European Commission's ODR platform .

Our VAT ID number is NL001668692B94.

Your feedback and experiences are invaluable to us and (future) customers, and here's why:

1. Trust and transparency : Your reviews help other customers make informed decisions. Positive reviews build trust and demonstrate that our products and services are reliable.

2. Quality Control : Your feedback helps us improve the quality of our products and services. If something isn't to your liking, please let us know so we can make changes.

3. Gratitude : We appreciate every review, positive or negative. Your feedback helps us grow and continue to strive for the best possible experience for our customers.

In short, your reviews are essential to our success. So if you're satisfied, let us know! And if there's anything we can improve, we'd love to hear about it. Together we'll build a fantastic shopping experience.

We believe it's important that reviews provide the best possible representation of our products and services. Therefore, our reviews are managed impartially by WebwinkelKeur .

WebwinkelKeur has taken measures to guarantee the authenticity of reviews. Every review is verified from real customers. You can read all of WebwinkelKeur's measures here .

Our customers are not rewarded for writing reviews. No discounts or other incentives are given.