Shopping Guide

General Information

From what countries can I shop on-line at Jacoliva.com?

You can buy any product from the Jacoliva on-line shop from anywhere in the world, but remember that we only send orders to Spanish addresses (including the Balearic Islands, the Canary Islands, Ceuta, and Melilla).

In what languages can I browse?

You can browse on our website in Spanish and English.

Can I be sent information by e-mail on the latest Jacoliva news and offers?

Yes. By simply accessing "Subscribe to our bulletin" and filling in the e-mail field you will be sent information on the latest products, special campaigns, offers, and news from our website.

Can I cancel my subscription to the Jacoliva Newsletter?

Yes. The Bulletin you will receive by e-mail has a link reading "Cancel subscription".

How can I retrieve my password if I have forgotten it?

If you have forgotten your password you can retrieve it in the "Account" section. After following the steps indicated you will be sent an e-mail with your new password.

How can I be sure that I have made my purchase correctly?

Once the order has been placed you will receive an e-mail to confirm at the e-mail account you have used for the purchase.

If you have chosen to pay by bank transfer, you will be sent an additional e-mail indicating the account number and the reference to be indicated when you make the payment.

If you do not make a bank transfer within the 4 following working days, Jacoliva will understand that you do not wish to complete the purchase.

If you have not received it, contact our Customer Service Department by sending an e-mail to tienda@jacoliva.com or by phoning +34 927 448 011.

Remember that our customer service times are 09.00 to 14.00 hours and 16.00 to 19.00 hours Monday to Friday.

How can I find out the situation of my order?

You can see the situation of your order in real time if you access the "Orders placed" section in your account.

Can I cancel my order?

If the order has been processed it cannot be cancelled. You will have to return it; in another Frequently Asked Question we tell you how.

What should I do if I receive a faulty item?

When the transport company delivers the order we suggest that you check the state of the parcel with care before signing the delivery note. Check that there are no stains or signs of breakage or knocking or any other anomaly that might indicate that the product has not arrived in perfect condition.

If during this inspection you detect any of the above you should reject the merchandise, indicating on the delivery note "product returned as faulty". From this point Jacoliva will process the incident and will send you the merchandise again free of charge.

If on inspection of the merchandise no problems are detected and it is on opening the box when you realise that the product is damaged, you must contact Jacoliva less than 24 hours after you receive the merchandise.

Make sure therefore that you inspect the merchandise within 24 hours after receiving it and that you notify us immediately of any incident either by phoning +34 927 448 011 or by sending an e-mail to tienda@jacoliva.com.

If once 24 hours have passed since you signed the delivery note you have not notified any incident, it will be understood that you are satisfied with the delivery; no claim can be made once this period has passed.

Remember that our customer service times are 09.00 to 14.00 hours and 16.00 to 19.00 hours Monday to Friday.

What should I do if I receive the wrong article?

Notify us directly at the olive oil mill either by phoning +34 927 448 011 or by sending an e-mail to tienda@jacoliva.com.

Remember that our customer service times are 09.00 to 14.00 hours and 16.00 to 19.00 hours Monday to Friday.

Can I return an order for personal reasons?

If you wish to return a product without justification simply because you have changed your mind, at Jacoliva we will do our best to make the process as fast and as convenient as possible. For this to happen bear in mind that you have 5 working days within which to do so counting from the date when you receive the merchandise.

Postage and packing will not be refunded. Delivery costs will be met by the client (they represent the amount of the consignment corresponding to the type of product acquired and the destination).

To make this return the product must be in perfect condition and in its original packaging. Once we have received the merchandise in our warehouses and confirmed the condition of the product its price will be refunded by a bank transfer to an account indicated by you.

Notify us of this directly at the olive oil mill either by phoning +34 927 448 011 or by sending an e-mail to tienda@jacoliva.com.

Remember that our customer service times are 09.00 to 14.00 hours and 16.00 to 19.00 hours Monday to Friday.