FAQ
you've got questions, we've got answers.
Products
where are Olive products made and from?
all of our products are 100% formulated, manufactured and imported from Japan.
how can i learn more about Olive products?
for more information about our products (i.e. ingredients, directions, details, etc.), please visit the individual product pages. if you have any other questions or concerns, we are here to help!
are Olive products suitable and safe for sensitive skin?
yes, all our products are safe, gentle and effective for all skin types - including sensitive skin.
are Olive products safe for pregnant and nursing women?
yes, all our products are safe for pregnant and nursing women. the full ingredient list is stated on our packaging and on the individual product pages. we recommend consulting your doctor if you have any concerns about the formulation of ingredients to identify if a specific product is compatible with your pregnancy plan.
how do i properly store the product?
store it at room temperature in a cool, dry area away from direct sunlight. use only clean hands to obtain the product. close all lids and caps tightly after opening.
i would love to try your products! do you provide samples or will i receive samples with my order?
amazing to hear! yes, we offer complimentary product samples (selected randomly) with every order.
if you wish to try our products in person, there will be exciting pop-up stores and events happening in the future so do follow us on socials and subscribe to our newsletter to stay up to date!
Orders & Payments
how do i place an order? can i do so without creating an account?
yes, you can place an order as a guest with no obligation to create an account. however, if you’d like to check your order history and have your shopping cart, payment details saved for next time, we do recommend that you create an account - it’s quick and easy!
to place an order, simply add your item to cart > check out > input your contact information and shipping address > pay and all is good!
what payment methods do you accept?
we accept PayPal, online banking/FPX internet banking, e-wallet online payment (GrabPay, Touch 'n Go, Boost).
i have placed an order but have yet to receive an order confirmation email, what should i do?
please be sure to double check your email (inbox, junkbox, spam folder) to ensure that we are in your safe senders list. if you are still unable to locate your order confirmation email after 24 hours, please email us at hello@olivebeautycare.com with your name, email address, and phone number for assistance.
can i modify or cancel my order?
to modify
please email us at hello@olivebeautycare.com as soon as possible with your order details (order number, name, email address and phone number) and we’ll do our best to process your request and modify an existing order.
please note: modification is only applicable to orders that has not been fulfilled (processed or shipped), hence we do not guarantee that every order can be changed.
to cancel
unfortunately, we are unable to cancel an order once it has been placed. all orders are final once they are submitted.
Shipping & Tracking
where does olive ship from and to?
all orders will be shipped from malaysia via gdex carrier service. we currently ship locally - Malaysia, and internationally - Singapore.
how much does shipping cost? what is the minimum spend to qualify for free shipping?
domestic
we offer complimentary domestic shipping on orders of MYR 150+ for west malaysia, MYR 200+ for east malaysia. shipping rate is calculated at checkout and differs by weight of entire order.
international
a standard shipping rate of MYR 50 applies to all Singapore orders.
how long will it take for my order to be shipped and delivered?
all orders will be processed and shipped within 2 business days, and it typically reaches you within 2 to 5 business days from fulfilment, depending on your location. once your order has been shipped and is on its way, you will receive a shipment notification email with tracking information.
please note: business days do not include public holidays or weekends.
how do i track my order?
your tracking number will be included in the shipment notification email when your order is shipped. you can track your order here by inputting the 11-digit tracking number (i.e. MY12345678910) OR relevant details (i.e. order number and email/contact number).
Returns & Refunds
what is your return and refund policy?
unfortunately we are unable to process returns, refunds, exchanges or cancellation after purchase. all sales are final.
in the rare event where you've received an incorrect order or a damaged item, please email us at hello@olivebeautycare.com with your details (order number, name, email address, phone number and a photo of your incorrect / damaged item), and we will be in touch with you as soon as possible!