F.A.Q. / Frequently Asked Questions

Here you will find the answers to the most common F.A.Q.s sent to olivespa.gr

If you require further information feel free to contact us. How? See below in tab "In General"!

Registration in olivespa.gr

Why register in olivespa.gr?

If you create an account you will be able to enjoy the following:

  1. Direct access to your order history.
  2. Automatic display of the delivery address without the need to fill in it in every order.
  3. Reward points from every order.
  4. Option to cash reward points in every order.
  5. Offers and discounts only for you.
Ordering Methods

Ordering Methods

Where can I order your products?

Where else but online, from the online shop you are currently at!

And of course in our stores. Should you ever find yourself in the beautiful island of Crete we will be happy to meet you in person.

You will find us at:

Olive Spa
30 Dimokratias str.
Port of Hersonissos
Heraklion, Crete
P.C.: 700 14
t: 28970 25 449

Olive Spa
141 El. Venizelou str./> Port of Hersonissos
Heraklion, Crete
P.C.: 700 14
t: 28970 25 545

Olive Spa
77 El. Venizelou str./> Port of Hersonissos
Heraklion, Crete
P.C.: 700 14
t: 28970 23 859

Olive Spa
4, 25th August str.
Heraklion, Crete
P.C.: 712 02
t: 2810 220 044

Payment methods

Payment Methods

How can I pay for my order?

olivespa.gr provides three payment methods. Via Paypal, via use of credit card or via bank deposit.

PayPal

PayPal is the largest online payment platform in the world. All you need is an account in order to perform your payments instantly and safely, without the need to fill in the details of your credit card every time.

Credit card

olivespa.gr is cooperating with one of the largest banks of Greece, Piraeus Bank, which fully secures payments performed via credit cards.
These payments are secured by the international systems Norton Secure by Verisign, Verified by VISA, MasterCard Securecode and finally, PCi DSS.

Bank deposit

Piraeus Bank
IBAN: GR8801711640006164020013499
BIC: PIRBGRAA
Account Holder: Koumpanakis Ioannis

Your order will be shipped when the transaction is complete and the payment amount appears in the bank account of Olive Spa.

During the deposit of the payment the buyer is charged with all transfer fees. It is the Buyer's responsibility to make sure than the net amount deposited is equal to the value of the order.

Which credit cards do you take?

Visa, Mastercard, Maestro, all Prepaid cards of Piraeus Bank and the winbank WEBUY card.

Reward points

Reward points

What are reward points and how does the reward system work?

Besides the care we provide via our products we also want to reward you for your preference. For every 1 euro worth of purchase via our e-shop you gain 1 reward point. The more you shop, the more you gain! It’s that simple!

If the value of your order includes subdivisions of the euro, the principle of round half up, in favor of the customer, shall apply. Namely, up to 0,49€ we round down whereas from 0.50€ we round up. For instance, for a product that costs 10,20 € you will gain 10 reward points whereas for a product that costs 10,70 € you will gain 11 reward points.

What can I do with the reward points I have collected? 

The reward points are automatically added to your account every time you make a purchase, without the need to do something more. You can redeem your reward points any time you want, in order to purchase our products.

Do I need to create an account in olivespa.gr in order to benefit from the reward system?

Yes, because this is the only way to collect reward points from every purchase you make.

Does the principle 1,00€ = 1 reward point apply at all times? 

No, but when it doesn’t it is to your benefit! Many times some of the products give more than one reward point per euro. This happens in the context of offers and surprises that we plan for you.

How can I use reward points to purchase your products? 

Next to any product, besides the reward points it offers once purchased, you will also see the amount of reward points you need to have in order to purchase it.

After you have added the products to your basket, at the moment of checkout, if your available reward points can cover the value of your order (without the delivery cost), then, the option to pay by redeeming reward points will be listed under the available methods of payment.

As in the collection of reward points, offers and surprises will also be available in the manner in which these points are redeemed, thus allowing you to purchase a product using less reward points than usual. 

Do the reward points I have collected expire or have a limit? 

No! All the reward points you have collected will remain in your account until you decide to use them.

Do all products offer reward points? Can I purchase all products by redeeming my reward points? 

In the long run, yes. All categories of soaps are excluded from the reward system.

Our website has been updated, the respective system has just been added and therefore it will take us some time to fill the gaps. Soon, all our products will have the option to offer reward points and be purchased with reward points.

Can I combine reward points with another method of payment?

No, you can purchase the products by using only one method of payment and not a combination thereof. 

Can I redeem reward points in order to purchase a gift voucher?

That is not possible.

Can I redeem reward points in order to cover the delivery cost?

Delivery costs do not fall under the services provided by olivespa therefore no, you cannot. When you are placing the order the system will automatically redeem the reward points that correspond to the value of your purchase and the respective delivery cost must be paid via one of the other available methods of payment.

Can I transfer my reward points?

The reward points are personal and connected only to your account. 

Can I redeem my reward points in a physical store?

Reward points are collected only via our e-shop and can be redeemed only there.

What will happen if I cancel or return an order?

In this case the reward points will be deducted from your account. 

Product shipping

Are the products protected in their packaging?

Olive Spa checks, places and seals the products in special, protective packaging in order to ensure that they will reach their destination in excellent condition.

Can I have my order prepared in gift packaging?

Of course! All you need to do is write it down on the comments field while placing your order. You can also send us a message if you wish to include a greeting card in your order.

How quickly will my order be shipped?

All orders placed until 17:00 and delivered via TNT courier are shipped either on the same day or on the next business day.

All orders placed until 17:00 and delivered via the Hellenic Post (ELTA) are usually shipped on the next business day. On rare occasions the shipment may take 2 business days.

What shipping methods do you use?

European Union– Outside Greece

Orders destined for European Union countries are shipped daily via TNT Courier. As soon as the courier company receives your order we will send you an e-mail with the relevant details, the tracking number and the link in order to track the delivery status of your order.

Greece, the remaining Europe and other countries

Orders destined for Greece, the non E.U. countries and the rest of the world are shipped daily, as registered mail, via the Hellenic Post (ELTA). As soon as your order is delivered to the Hellenic Post, we will send an e-mail with the relevant details, the tracking number and the link in order to track the delivery status of your order.

Do you offer free shipping?

Sure! For every order within Europethat exceeds 90,00€ there will be no shipping fees.

How can I learn the shipping cost of my order?

The shipping cost is calculated immediately and automatically when you go to your shopping cart and in the field "Estimate Shipping & Relevant Taxes" you enter the respective country and state.

Which are the shipping / delivery times?

Orders within the European Union served via TNT courier have average delivery time 2-3 business days.

Orders served via the Hellenic Post have average delivery time 6-7 days. In any case, you can track the delivery status of your order via the tracking number that will be sent to you.

In which countries of the world do you ship your products?

In every corner of the world! If, for any reason, your country or state is not displayed in the delivery address field, contact us to fix the problem and prepare your order.

Can you make an exception and deliver the products in a different method that will be preferable to me?

Sure! If you wish to have your order delivered in a different method than the ones provided via the website you will have to contact us and provided your request is approved, you will be charged with the respective cost.

Can the delivery address and the billing address be different?

Yes! If you wish the delivery to be made to a different address all you have to do is add the new address by clicking on "I want to use a new address".

I am not sure which countries are included in Europe and in the European Union. Can you help me?

Sure!

The European Union member countries are:

Austria, Belgium, Bulgaria, France, Germany, Denmark, Greece, Estonia, Ireland, Spain, Italy, Croatia, Cyprus, Latvia, Lithuania, Luxembourg, Malta, Great Britain (currently), Netherlands, Hungary, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, the Czech Republic and Finland.

The remaining European countries (other countries, the Balkans, provinces etc.) are:

San Marino, Azerbaijan, Albania, Andorra, Armenia, Vatican City, Bosnia and Herzegovina, Georgia, Gibraltar, Switzerland, Iceland, Kosovo, Belarus, Liechtenstein, Montenegro, Moldova, Monaco, Norway, Ukraine, FYROM, Russia, Serbia and Turkey.

Any country not stated above is considered as rest of the world.

Returns

Returns

We, in Olive Spa, are certain of the quality of our products and make great endeavors to ensure that they will reach you quickly and in perfect condition. However, what we mostly take pride in, is our devotion to keep our customers satisfied. So, even if you need to return, for any reason, an order or a product, we are here to help.

We remind you that before commencing the return procedure there must have been prior contact with Olive Spa. We are here to help!

How many days do I have in my disposal in order to return a product or the entire order?

You have the right to request a return within 14 days and be fully refunded. You can return your purchases for any reason, even if you simply changed your mind.

If I simply change my mind and wish to return a product, who will be charged with the shipping cost?

In any such case the customer is the sole responsible to undertake the shipping cost, ensuring that the package is sealed and in perfect condition. For this reason we suggest sending the products in special protective packaging via a courier company and registered delivery and not via post.

If the product has been used or its original packaging has been opened or damaged, its return will not be accepted. Olive Spa only accepts returns of non-used products in their original packaging and accompanied by the respective vouchers.

My order has arrived but the packaging has visible defects and/or damages. What should I do?

In any such case, you must immediately inspect the entire order and make sure that each individual item is in perfect condition. Your signature on the delivery form confirms that the order was delivered in perfect condition. So, make sure this is true. The courier bears no responsibility if you sign the delivery form without conducting the necessary inspection. If you are not certain that everything is in place, check carefully. The courier employee is obliged to wait while you perform the inspection. We deliver the products to the courier in perfect condition so, any defect you find is important because the courier company will be charged with the respective cost for the return.

If during your inspection you find damages and defects in the products, note them, refuse to accept the delivery and contact Olive Spa immediately.

In any case, the law gives you the right to accept the postal item with reservation and the courier will process the request in the presence of the recipient (either via portable electronic equipment or by writing the reasons for reservation on the respective Voucher).

From the moment the products are delivered to you, you undertake the ownership and involved risk.

The package was in perfect condition but one of the products is defective. What should I do?

If a purchased product is defective, once its return is complete, Olive Spa will replace it, if indeed is found defective or, alternatively, will refund the customer if the replacement of the product is not feasible.

Can I return products that were part of a package on offer?

Yes you can, provided that the entire package is returned.

What are the proper steps that I must follow in order to commence a return procedure?

First, we must remind you that before commencing a return procedure there must have been prior contact with Olive Spa. Remember: we are here to help! This is the first step.

Primarily for your convenience and in accordance with the law, on our online shop you can find the special return form where you can provide in detail and accurately the details of your order and the reasons you wish to return it. The relevant form is available on your account menu under the tab "Returns".

Do I need to send anything else?

The package you will return must be accompanied by a photocopy of your receipt and the code or codes with which you want to replace it.

For business customers for whom an invoice was issued at the purchase, the returned products must be accompanied by the relevant dispatch note.

Where do I send the products that are to be returned?

To our central warehouse, in the following details:

OliveSpa
Industrial Area of Heraklion
Settlement of Roussa
Heraklion, Crete
P.C.: 71601

How will I receive my refund?

The money will either be returned to your credit card, if you had used it for the purchase, or will be credited to your PayPal account, if the original payment was performed via the platform, or, finally, will be deposited to a bank account, if you had selected to pay via bank transfer.

When will I receive my refund?

Your refund will be completed within 30 days at the latest since the date we received the returned products and completed their inspection.

Is there any chance not to accept the return?

If upon delivery of the package to Olive Spa it is proven that the conditions that qualify for a return do not apply, this return will not be accepted. Instead, the order will be sent anew to the customer who will be charged with the shipping cost.

Newsletter

Newsletter

Why should I subscribe to the newsletter of olivespa.gr?

To be the first one to get informed of our new products and weekly offers! Olive Spa is a rapidly growing enterprise at the edge of innovation, constantly adding new lines of products to its online shop. We also send you our amazing weekly offers and in some cases we create individual offers addressed specifically to you. These offers may include major discounts, adding free products to your order, free shipping, multiplying your reward points etc. Is it worth missing out on? Subscribe now!

What information is required in order to subscribe to the newsletter?

Your e-mail and full name. It's that simple!

How is my personal data protected?

All data communication in our website is completely secured. Installing a safety certificate on our website is only one of the methods we use to secure your personal data. Olive Spa uses the largest newsletter platform in the world and your personal data is stored with the utmost safety.

Are my e-mail and personal data shared with third parties?/h3>

Under no circumstances and for no reason whatsoever! Their use concerns only the promotional purposes of Olive Spa and nothing else.

What is the double opt-in method that you use in your newsletter?

As previously stated, the safety of your personal data is non-negotiable. For this reason we use the double opt-in method in order to be certain that only those who really want to are included in our newsletter list. The double opt-in method essentially confirms the subscription request by sending a subscription activation link to the e-mail stated by the user. Only when the user clicks on that link is his subscription to the newsletter activated.

Can I unsubscribe from the newsletter?

Any time you want. All you need to do is click on the relevant link you will find at the bottom of each newsletter you receive. Moreover, you will also receive a relevant e-mail confirming your deletion.

In general

In General

Are the prices on the online shop the same as in stores?

Yes. The difference is that at the online shop you will often find offers and discounts and by creating an account you can collect reward points to cash in future purchases.

I found a mistake in your shop or I want to suggest/discuss something. How can I contact you?

  1. Via e-mail: info@olivespa.gr
  2. Via telephone (+30 2810 315055) during business days from 09:00 to 17:00
  3. Via post at our central warehouse in the following details:

Olive Spa
Industrial Area of Heraklion
Settlement of Roussa
Heraklion, Crete
P.C.: 71601

In which language can we communicate?

In our online shop we speak 6 languages but in our contact center we only speak, at least for now, two: Greek and English. In due time we hope to be in position to add more...

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