Frequently Asked Questions
Our Olive Oil
What makes your olive oil unique?
We take pride in offering premium, high-quality olive oil. Our olive oil is made from carefully selected olives, cold-pressed to preserve their natural flavour and health benefits. We ensure strict quality control at every stage of production to deliver the finest olive oil to your doorstep.
What type of olive oil do you offer?
At Ellouze 1870, we currently offer three types that cater to a variety of culinary uses and taste profiles and showcase the exceptional quality of our hand-picked olives. Visit our Shop page to find out more.
Is your olive oil sourced sustainably?
Yes, sustainability is ingrained in what we do. Because we farm and mill our own olives, we own our supply chain. We are committed not only to producing premium quality olive oil but also to ensuring that the production remains sustainable for future generations. We marry traditional farming practices, such as the hand-picking of olives, with modern technologies, such as solar-powered irrigation and processing waste products into bio-fuel which is used in the mill. We seek to minimise the use of plastics in our packaging and we offer refill bags so that bottles can be reused.
How should I store my olive oil to maintain its quality?
To preserve the freshness and flavor of our olive oil, store it in a cool, dark place away from direct sunlight and heat. Olive oil is best when consumed within 18 to 24 months of purchase.
Orders, Shipping & Returns
How long does it take for my order to arrive?
The delivery time depends on your location and the shipping method you select during checkout.
We aim to process and ship orders within 2 working days, and standard delivery times within 2-5 days with Evri for domestic orders.
For international orders, delivery times may vary. You can track your order using the tracking information provided.
We’re a small family business and may not be able to deliver products as quickly as large firms and we really appreciate our customers understanding. We’re constantly looking to improve our delivery time.
How much does the delivery cost?
The delivery cost is determined by your location, the size and weight of your order, and the shipping method chosen.
You can calculate the shipping fees during the checkout process.
For domestic orders, our delivery options are:
- Up to 4 bottles: Evri UK standard delivery (2-5 days) at £5.96
- Over 4 bottles: Evri UK standard delivery (2-5 days) at £6.36
Where do you deliver?
We offer worldwide shipping to a wide range of destinations. During the checkout process, you can enter your delivery address to confirm whether we deliver to your location. If you have any questions about shipping to a specific area, please contact our customer support team for assistance.
What payment methods do you accept?
We accept a variety of payment methods to make your shopping experience convenient and secure. These include major credit and debit cards, such as Visa, MasterCard, and American Express, as well as digital payment options like PayPal and Apple Pay. Rest assured that all payment transactions are securely processed to protect your financial information.
What's your return policy?
At Ellouze 1870, we want you to be completely satisfied with your purchase. We accept returns under the following conditions:
Eligibility for Returns:
- The item must have been purchased from our online store.
- The item must be unused and in its original condition.
- The item should be in its original packaging.
- The return or exchange request must be initiated within 7 days of delivery.
Exclusions:
- Returns are only available for full-priced items. Unfortunately, returns are not available for sale items.
Return Process:
- To initiate a return, please contact our customer support team at info@ellouze1870.com or by submitting your request via our contact form. Please provide your order number and a brief description of the reason for the return.
- A member of our support staff will respond to your request as soon as possible and provide you with instructions on how to proceed.
Return Shipping:
- The cost of return shipping is the responsibility of the customer, unless the product was faulty. We recommend using a trackable and insured shipping method to ensure the safe return of the item.
Processing Refunds/Exchanges:
- Once we receive the returned item and verify that it meets our return policy criteria, we will process your refund or exchange. Refunds will be issued to the original payment method used for the purchase.
- Exchanges will be processed promptly, and replacement items will be shipped to you in accordance with our standard shipping times.
Please note that we reserve the right to refuse returns that do not meet our return policy conditions. If you have any questions or need further assistance regarding the return process, please don't hesitate to contact us. We're here to ensure your satisfaction with our products and service.
What if my order is damaged?
We take great care in packaging our products to prevent damage during transit. However, in the rare event that your order arrives damaged, please contact our customer support team immediately with photographs of your item as well as your order details.
We will work swiftly to resolve the issue and ensure you receive a replacement or a refund, as per our return policy.
How can I contact your customer support team?
You can reach our customer support team via info@ellouze1870.com or via our contact form. We aim to get back to you within 24 hours during the weekdays.