Customer Service: Frequently Asked Questions

What is Olive & Cocoa?
Olive & Cocoa is a catalog and web-based premium gift company that specializes in unique and whimsical products, beautiful, fully arranged florals, and specialty food gifts. All of our products include free, unique gift wrap, most in our custom, hand crafted wood crates, some in our market-style wrap, and all with our beautiful signature satin ribbon to ensure a delightful gift giving and receiving experience. We carefully and thoughtfully select items that express creativity, style and imagination. We also have highly trained customer service specialists ready to assist you to meet all of your gift giving needs.
I love your illustrated characters! Which is Olive and which is Cocoa?
Olive is the red head, and she is definitely fun and flirty. Cocoa is the brunette, and she is sophisticated and business savvy. Both Olive and Cocoa have great fashion sense, and appreciate unique, whimsical and appropriate gifts for all occasions.
How do I return an item?
If you are not 100% satisfied with your purchase from Olive & Cocoa, we will be happy to issue a refund or to re-ship your gift. To make a return, contact our Customer Service Department for further instructions. 1-800-538-5404
How are Shipping & Handling charges calculated?
Shipping & Handling charges are based on product cost before any product discounts or promotions. Please see item descriptions for special shipping requirements. See our shipping page for more details.
Do you ever send out a gift with substituted items?
Because of the perishable and sometimes seasonal nature of some of our products, we reserve the right to make substitutions as necessary to ensure timely delivery of your gifts. Rest assured, on the rare occasions we do make substitutions, they will be thoughtfully done, and will always be of equal or greater value than the original items.
Do you include packing slips?
Because so many of our shipments are gifts sent directly to the gift recipient, we do not include packing slips with any of our shipments. This policy is meant to ensure that every gift received from Olive & Cocoa is beautifully packaged without any detracting elements. However, if for any reason you require this paperwork, please call 800-538-5404 and we can email or mail you a copy. The emailed Order Confirmation you receive after placing an order is your receipt.
Do you ship internationally?
Yes, we ship internationally, however there are restrictions as to what items can be shipped into each country. Please speak with your sales representative to discuss what can be shipped to your desired destination country.
How long will it take for my package to be delivered?
Standard Ground delivery via UPS can take anywhere from 1 to 5 business days in the United States, depending on the destination for delivery. Next Day or Two Day deliveries are made in one or two business days, as indicated. Most in stock items are shipped the same day for orders placed by 2pm Mountain Time. Please see our shipping page for more detailed information on shipping times and rates.
How do I care for my fresh cut floral arrangement?
Our fresh cut floral arrangements are specially designed to care for themselves! Each individual stem is tucked into a tube that is filled with water and plant food to ensure that your floral arrangement will last up to 72 hours, and many last far longer, with no further watering needed.
How will my package arrive; what can I expect?
Your package will arrive via UPS (United Parcel Service), either Standard Ground, Two Day or Next Day, depending on which delivery method you select (special shipping requirements are indicated for each product if they apply; for example, floral arrangements must be shipped Next Day). Floral gifts arrive fully arranged and ready to display, inside our secure and specially designed cardboard packaging. Every non-floral gift is carefully and beautifully gift wrapped, either in our hand crafted wood crates, our unique market wrap, and/or a beautiful satin ribbon and bow (specific gift wrap is described for every product in our catalog and on our website). If you requested a gift note, our beautiful signature heavy weight fold-over gift card will be attached to the outside of the gift (or to your floral arrangement) with your customized, personal message printed inside. No packing slip, receipt, catalog or other marketing materials will be enclosed in any of our packages (your emailed Order Confirmation is your receipt).
How can I review or make changes to my web order?
After your order is placed on the web, you will receive an Order Confirmation to the email address you indicated when ordering. This will include an Order Number and details about the product, total cost, billing and shipping information, and estimated delivery time for your order. This is confirmation that your order has been placed successfully and is also your receipt. If you would like to make any changes to your order after this point, please contact Customer Service at 800-538-5404 and we will be happy to assist you.
Have questions about placing a business or corporate gift order?
Give us a call at 800-538-5404 or see our Business Gifting: Frequently Asked Questions section for more information.