FAQ & Customer Service

• Within the Netherlands, we charge €6 per order.
• To Belgium, shipping costs €9.
• To Germany, shipping costs €9.
• Other countries upon request.

You can. Haven't received a shipping confirmation yet? Then you can cancel 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. This is possible within 14 days. This is called the right of withdrawal. There are some exceptions. See below under 'Right of withdrawal'.

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

You do not have to give a reason, but you may (we are, of course, very curious). We will then refund the original order amount you paid, including the shipping costs you paid, within a few days after notification of your return, provided the item has been returned to us in good condition.

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

If something turns out to be wrong after opening the product, please let us know! We will then work together to find a solution. See below under "I am not satisfied with the ordered product".

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

You must pay the shipping costs from your home to The Olive Label yourself.

That's a pity. But: not good, money back, or a new product! Whatever you prefer. We'll work it out together.

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

We would like to hear from you what you believe 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 is helpful, include photos or a video. If you already know you want to return your product, send us a message. We'll solve it together.

That's great! Although we expected it, of course 😀.

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

As soon as your return arrives, we will process your package and let you know that it has been received. This usually takes 3 to a maximum of 5 days.

It is always wise to keep your proof of shipment. This allows both you and us to trace the return.

That's okay. As long as you haven't received an email with a Track & Trace, you can still change an order and the shipping address with us.

In that case, please contact us as soon as possible; an email is often very quick. If we have not yet shipped the item, we will simply change the address.

Have we already shipped your package? If we have handed over your package to the carrier (usually PostNL), we can no longer change anything. But you can! Use the Track & Trace and check the options on the PostNL page.

It's possible that you've placed an order but haven't received a Track & Trace for it yet.

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

It could also be that the carrier, such as PostNL, has not yet received or scanned your package.

If you're unsure if everything went correctly, you can always send us an email, and we'll look into it for you.

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

Orders placed on Saturday and Sunday before 4:00 PM are almost always delivered on Monday or Tuesday. Especially during holidays or unforeseen busy periods, it may take a little longer.

As soon as your package is packed, you will receive an email with Track & Trace, but it will not be active yet. As soon as your package has been scanned at the distribution center, you will receive another message. From that moment on, the Track & Trace will work, and you can see when your package will be delivered to your home.

Currently, you can pay with iDeal, PayPal, most credit cards, Belgian Bancontact, Apple Pay, etc.

Yes, paying with us is completely safe.

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

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.

It doesn't matter whether you pay with iDEAL, credit card, PayPal, or another payment method: every payment is encrypted via an SSL connection. You can recognize this by the padlock in your browser. Thanks to this encryption, no one can view or intercept your data — not even us.

This always ensures you a safe, fast, and reliable payment.

Because the PSP is legally obliged to have a license from De Nederlandse Bank and is therefore also supervised by the AFM (Autoriteit Financiële Markten), you can be assured that the PSP complies with the latest legal requirements regarding your privacy. We cannot make it any safer.

At the moment, we do not offer post-payment. You can safely pay with us using, among others, iDEAL, Apple Pay, credit card, and PayPal.

If you pay with a credit card, the amount is usually only definitively debited with the monthly credit card statement. This means you often only pay later in practice.

Unfortunately, we cannot offer that at this time.

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

It is important that you describe your complaint and what you think a solution could be. If applicable, it is good to send a photo or a video as an attachment.

We assume that we will work it out together. If that doesn't work, it is possible to submit the dispute to the Stichting WebwinkelKeur . It is also possible to submit your complaint via the ODR platform of the European Commission .

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 an informed decision. Positive reviews build trust and show that our products and service are reliable.

2. Quality control: Your feedback enables us to improve the quality of our products and services. If something is not to your liking, we want to hear about it so we can make adjustments.

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

In short, your reviews are essential for our success. So, if you're satisfied, let us know! And if something could be better, we'd love to hear that too. Together, we build a great shopping experience.

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

WebwinkelKeur has taken measures to guarantee the authenticity of reviews. For example, every review is verified from real customers. All measures by WebwinkelKeur can be read here.

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