FAQS
PRODUCTS
What is the difference between an extra virgin olive oil and a virgin olive oil?
The definition according to regulations is as follows:
Extra Virgin Olive Oil: superior category olive oil obtained directly from olives and only by mechanical means. (in plain words, “exceptional olive juice”).
Virgin Olive Oil: olive oil obtained directly from olives and only by mechanical means. (in plain words, “olive juice”).
The main difference is that Extra is a superior category, but what does this “superiority” mean? It is mainly related to the difference at the ORGANOLEPTIC level between both types of oil. Let us start from two fundamental premises:
1) ACIDITY: acidity alone does not dictate the classification and quality of an olive oil (whose limit for EOVs is 0.8° and for AOVs 2°, although in practice they usually have both values much lower, sometimes not exceeding 0.4°)
2) COLOUR: the colour does not influence the quality of an oil or its classification as Extra Virgin or Virgin
3) ORGANOLEPTIC EVALUATION: it is compulsory to make an oil tasting to classify it, where positive attributes (FRUIT, BITTER AND PEAK) and negative attributes or defects (rancidity, humidity, atrophy…) are evaluated.
In an Extra Virgin you can only find positive attributes, a world of unique olfactory sensations, which make it such a special fat and 0 defects. It is the reflection of an olive harvest in good condition and at its optimum point of ripeness, and of a production process carried out with care.
In a Virgin, positive attributes are found but slight defects can be found at the organoleptic level (defect <3) because the process of obtention has suffered some degradation or the olives have been collected in a very mature state.
Can olive oil be used for all types of cooking?
Extra virgin olive oil can be used for all types of cooking, from salads to traditional foods cooked at high temperatures and even sweet dessert.
What mandatory information must a label contain?
The extra virgin must expressly mention this category and include a legend explaining that it is a product obtained directly from the fruit of the olive tree and only by mechanical means.
The country of origin of the product and the nutritional table must also be included.
How is olive oil different from other vegetable oils?
For its rich content of monounsaturated fatty acids (healthy fats) and low in polyunsaturated. It has a high content of oleic acid (up to 83 %), and contains linoleic and linolenic acid.
Because of its content in antioxidant substances and other components in smaller proportion (Terpenes, sterols, carotenes, tocopherols that provide antioxidant and anti-inflammatory properties beneficial to health.
For its content in phenolic compounds, which influence the stability of the product against auto-oxidation, and in its organoleptic properties. Most of these are lost during the refining process. For this reason, the consumption of virgin and extra virgin olive oil is recommended.
What does “cold extraction” mean?
Cold extraction olive oil is that which is extracted at a temperature below 27ºC, so that it preserves all the volatile compounds responsible for its organoleptic and nutritional properties.
Nowadays, most of the production systems are of extraction by centrifugation, so the equivalent term “cold pressing” is obsolete.
What is unfiltered or stick oil?
As its name indicates, it is an oil that has not gone through the filtering process prior to bottling. If someone thinks that this product is “more natural”, it is a mistaken idea. An oil that is not filtered and therefore does not eliminate the humidity and other particles in suspension, will suffer before processes of degradation and loss of organoleptic properties.
HOW TO BUY
¿Is it necessary to register?
No. However, you do not need to be registered in order to consult and add products to your shopping cart. During the final purchase process and before confirming the order, you will be asked for your details, as a necessary requirement to provide maximum security and efficiency in delivery. Followed by this billing / shipping form, you will have an option to create the user account from these data provided, if desired.
How can I register on the website?
On the main page of Alcalá Oliva, next to the shopping basket icon, you will find the “user” icon. When you click on it, you will go to the “login” or “create account” section.
If you already have an account, you will only have to enter your email and password to be able to log in. If you want to create a new account, click on “Create Account” and fill in the indicated fields, we will ask you for the essential information to speed up the purchase process. When you register on the website, you will have to enter your email address and the password you wish to use. The advantages of accessing with your password are the following:
- Finish your purchases faster.
- Check the status of your purchases.
- See the order history.
- Make changes to your personal data.
- Change your password
- Save your billing address and shipping address.
How do I place an order?
Choose the range of products you are interested in (ex. Minioliva), once inside it, click on a category (ex. Vinaigrette), visualize the products and click on the one you are interested in (ex. Balsamic vinaigrette). If you click on the photo, you will be able to see it enlarged and with more detail. You can find detailed information about the products in the product description.
If you are sure, you can add the products to your basket by clicking on “Add to basket”. If you want more units of the same product, select the quantity you want. You will be able to see the products you have added and modify your cart while you continue browsing our website by passing the mouse over the shopping cart icon. (upper right corner of the menu).
Once you have finished selecting all the products you want to add to your basket, you will have to click on the “shopping basket” icon (top right) to finish the order.
A screen will appear with your detailed order and you will have to click on “place order” to continue with the purchase. You will have to add your billing and shipping details, choose the transport you want and the method of payment.
If you have a discount coupon, click on “apply discount” to add it. Once the payment has been made, you will receive an email confirming your order.
How do I modify or cancel my order?
If your order is pending or being processed, contact Customer Service to modify or cancel it. You can do this by email or by telephone on 953 581 017 from Monday to Friday (9am to 2pm and 4pm to 7pm). If your order is complete, it will not be possible to modify or cancel it.
ACCOUNT CHANGES
I forgot my password, what can I do?
Go to the “My Account” section and click on “I forgot my password”. Enter your user’s email address and we will send you a new, self-generated password.
You can change your password again by logging into your account in the control panel.
If you still have problems, write an email to tienda@alcalaoliva.com, we will attend you as soon as possible.
RETURNS
Can I make an exchange or return of an order placed through the web?
At Alcala Oliva we want you to be satisfied with the products you purchase, so we check for any possible defects in the products supplied to our customers.
All products are carefully packed and sent in excellent conditions. However, if your order contains a damaged item or there has been an error, you can, within 24 hours of receiving the order, notify us by calling 953 581 017, using the form or by sending an email to tienda@alcalaoliva.com of the incident so that we can replace the item as soon as possible. When the delivery of your order is made, you must check that everything is as requested.
If there is any discrepancy or problem with the order, indicate it on the delivery note that the carrier will deliver.
If for any reason you are not satisfied with your purchase you can return it within 14 days, without questions and without costs.
SHIPMENTS TO MAINLAND SPAIN AND EUROPE
Where can I receive my orders?
Your orders will be sent to the delivery address you entered when you created your account, so it is important that you pay attention when filling in this information.
Remember that once registered, in “control panel” in the section “my account” you can only add a billing address and a shipping address
By default, if the billing address is configured, when the purchase is made with the session started, the website will automatically fill in the shipping address fields, (corresponding to the billing address configured in the “addresses” section). Additionally, the user will be asked if they wish to send the product to an address different from the billing address. You can modify the fields on the fly if you want to send to a different address than the one pre-set in your user account, section “addresses”.
Is it necessary for me to receive the order in person?
It is not necessary. It can be received by anyone at home.
For orders that include boxes of oil in PET format, it is the transport agency’s decision to upload it to the address or deliver the goods to the portal, bear this in mind when placing your order.
What are the delivery times and costs?
We ship to all of Spain except the Canary Islands, Ceuta and Melilla. Also to the countries of the European Union.
Orders placed and paid will be processed the next day if it is a working day, if it is not a working day it will be processed the next working day.
A processed order is understood to be when it has been delivered to the carrier, at which point the transport time starts to count.
| Envío estándar | Envíos a Baleares | Envío a Europa | |
|---|---|---|---|
| Agency | MRW / MAIL BOXES | MAIL BOXES | MAIL BOXES |
| Delivery time | 3-5 working days | 3-5 working days | 5-7 working days |
| Price of transport | Flat rate 5€ Free shipping for shipments over 50€ | Flat rate 15€ | Flat rate 15€ |
PAYMENT
What is the payment method to make my purchases through the web?
You can pay through different methods:
Secure credit card payment: we accept VISA, Master Card and Maestro cards.
Bank transfer.
How can I pay by bank transfer?
Payment must be made before your order is processed and shipped.
You must indicate in the concept of the banking operation your complete name and the order number that is indicated in the email of confirmation of your purchase. The deadline for making the transfer will be 3 days after the order has been placed. This will not be confirmed until the charge has been made to our account.
If after the period of 5 days we have not received the deposit, we will proceed to the cancellation of the order. The costs of the transfer will always be paid by the buyer.
IBAN
SWIFT
Indicate the order number you will receive by email
Do we use secure payment systems?
Yes. We use secure payment systems. The confidential data of the payment by credit or debit card is transmitted directly and in encrypted form (SSL) to the financial institution.
When making the payment through a secure payment gateway, the system will automatically verify that the credit card is activated for Secure Electronic Commerce. Then it will connect with the issuing bank, which will request the authentication and authorization of the operation.
What if the card is not in my name?
Don’t worry, you can make the purchase even if the card is not in the name of the registered user.
How can I get an invoice?
When you create your account, in the section “my control panel” you will be able to access your billing address, where you can indicate whether you are a company (by entering your CIF or NIF), an individual or a self-employed person.
If you want an invoice for your order, once it has been delivered, send an email with your billing details and order number to tienda@alcalaoliva.com. Remember, send the message only when the order has been delivered. We will send you an invoice for your order as soon as possible.
