Greek Market FAQs

Orders consisting of dry grocery items only

In case you’re not in when the driver tries to deliver your parcels, you can collect them from your nearest depot/collection point or request re-delivery (Mon-Fri, usually 9am-5pm).
Parcels are usually held for 5 days before they’re returned to us. Returned orders will be refunded accordingly minus any delivery, packaging and restocking costs.

Orders including fresh / frozen / chilled items 

In case you’re not in when the driver tries to deliver your parcels, you can collect them from your nearest depot/collection point/neighbour/safeplace on the same day or the following day(s).

Regrettably if you are unable to collect your order for more than 48 hours we cannot guarantee the quality of

• fresh produce items (because we don’t know how they have been handled or stored once they have left our store)
• any refrigerated fresh food items such as dairy, meats, frozen goods (because of health and safety regulations)

Affected items (fresh / frozen / chilled) are not eligible for refunds and/or replacements.

We strongly advise customers not to alter the delivery address and delivery date after an order is dispatched, even if options are provided by the carrier.
Please see our Terms & Conditions.

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In addition to claims for faulty or defective products, we will happily provide a refund using your original payment method or exchange dry grocery items where you have changed your mind, provided you return the product to us unopened, in its original packaging within 24 hours of receipt.

Delivery & Packaging charges cannot be refunded.

We cannot refund or exchange for a change of mind on:

• fresh produce items (because we don’t know how they have been handled or stored once they have left our store)
• any refrigerated fresh food items such as dairy, meats, frozen goods (because of health and safety regulations)

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Note: Products from 3rd party sellers are SOLD and DISPATCHED SEPARATELY

• Items may become unavailable after you checkout. We’ll proceed with delivering your order so that you receive the rest of your items on time.
• Where possible, we’ll try to send a similar product in its place. For example if you order one 4L bottle of  Greek Product A we might substitute it with four 1L bottles of Greek Product A.
• If your credit card was charged for an item that you didn’t receive and the order details show that the item was dispatched, contact us for a refund.
  Please double check first in case the item you have not received is sold and dispatched separately by a 3rd party seller (independent sellers/producers using the Greek Market platform to provide you with their products). If this is the case you need to contact the seller directly.

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Pre-grilled Gyros (chicken or pork) is sold as CHILLED. It is pre-grilled / pre-cooked and thinly sliced, so it is designed to arrive refrigerated and ready to heat through and serve.

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• Highly reflective, double-layered true aluminium foil box liners for maximum insulation.
• Recyclable, Re-usable. Keep them for free.

Gel Packs

• Comprised of an internal water-based polymer gel, which remains frozen for a long period of time and a layer of LDPE which is safe for food contact, has high impact strength and is resistant against chemicals.
• Recyclable, Re-usable. Keep them for free.

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If you would like to place orders online from GreekMarket.co.uk first you need to register by signing up (create an account). For this you will need a valid email address. When filling in your details, you must also select a password, which gives you access to your GreekMarket.co.uk account. By having a GreekMarket.co.uk account you can manage your current and future orders, your credit, your subscriptions, your wishlists, your communication preferences and more.

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Greek Market provides you with the maximum convenience and lets you select the delivery day that suits your lifestyle.

At checkout, select one of the delivery methods (Saturday, Sunday, Next Business Day (Mon-Fri) or Weekday (Mon-Fri) delivery.

Retail orders are available for delivery only. Please choose from the delivery options and dates shown at checkout.

Prime members are eligible for My Prime Delivery (Free Next Day, Free Saturday, Sunday or any other day Mon-Fri delivery).

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1. What is “My Funds”?
“My Funds” is a prepayment system that lets you deposit funds into your GreekMarket.co.uk account—plus, you immediately receive 20% extra credit. For example, if you deposit £250, you’ll only be charged £200 at checkout.

2. How do I use my deposited funds?

• First, login into your account and deposit the amount you’d like into your account (e.g., pay £200 to receive a £250 credit). Please note: You can’t add products to your basket when you’re depositing funds.
• After your funds have been deposited,  log back in, add products to your basket, and go to checkout as usual.
• When it’s time to pay, simply select “Funds” as your payment method. Your deposited balance (including the 20% bonus) will be applied automatically.

3. Can I use my deposit over multiple orders?
Absolutely. You can use your deposited balance across as many orders as you’d like. If your balance doesn’t cover the full cost of an order, you can either top up your account or pay the remaining amount with another payment method, such as a credit/debit card.

4. What if my order total exceeds my available funds?
You can split the payment between “Funds” and another method (e.g., credit/debit card). It’s entirely up to you how you combine them.

5. Are my deposited funds refundable?

• If you haven’t used any portion of your deposited funds, you may request a full refund of your deposit.
• Once you’ve used any part of your deposited funds, the remainder is no longer refundable because you’ve already benefited from the 20% bonus.

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Understanding Product State and Temperature:

• Solid Gel Packs: The presence of solid gel packs is a good sign. It indicates that the internal temperature of the packaging has likely been maintained well below the freezing point throughout transit. This helps in keeping the products at a safe temperature.
• Soft to the Touch: Products feeling soft to the touch does not necessarily mean they have fully defrosted. Meat and other frozen foods can begin to soften before they actually enter the “danger zone” (8°C to 63°C according to the UK’s Food Standards Agency or 4°C to 60°C according to USDA), where bacterial growth becomes a concern. Softening can occur at temperatures that are still safe, such as just below freezing.

Safety and Refreezing:

• Refreezing Guidelines: If the gel packs are mostly solid and the product has remained chilled (even if soft), it is generally safe to refreeze the product without cooking it first. The solid state of the gel packs suggests the product was kept out of the danger zone.
• Quality Consideration: Although safe, refreezing may affect the texture and quality of the product due to ice crystals that may have formed and then partially melted. This is more noticeable in delicate items like fish or finely sliced meats.

Best Practices for Handling Deliveries:

1. Immediate Inspection: Upon delivery, immediately check the state of the gel packs.
2. Feel the Package: If the product feels cold to the touch, similar to how it would feel in your refrigerator, it is likely that it has been kept at a safe temperature.
3. Refreezing: If the product is soft but cold, and the gel packs are solid, it is safe to refreeze.

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GreekMarket.co.uk warehouses carry a wide range of Greek products, thousands of product codes and variations, so to get everything to your door requires a bit of time and very disciplined logistical processes. Although we stock more and more Greek products locally reducing lead times, we still have to rely on 3rd party logistics and carriers for a professional and day-definite delivery.

UK customers may select our Next Business Day Delivery Service during checkout for a faster delivery. Alternatively our UK Prime membership gets you FREE Next Day (Mon-Fri) or Saturday Delivery.

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Greek Market customers may contact us via the official GreekMarket.co.uk Contact Form

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