Terms and Conditions

1. Who we are

GreekMarket.co.uk is operated by Greek Market Ltd, a company trading in the United Kingdom.

These Terms apply to orders placed on GreekMarket.co.uk and to customer service matters connected with those orders.

Customers can contact Greek Market through the Help and Support section or the Contact page on GreekMarket.co.uk. Email addresses marked as no reply are not monitored customer service channels.

2. Agreement with the customer

By placing an order on GreekMarket.co.uk, the customer agrees to these Terms.

An order acknowledgement confirms that Greek Market has received the order. A contract for the supply of goods is formed only when Greek Market sends the dispatch confirmation email.

Greek Market may refuse, cancel, amend or limit an order before dispatch where there is a pricing error, stock error, address issue, payment issue, suspected misuse, suspected fraud, operational limitation, or another reasonable reason.

Nothing in these Terms affects any statutory rights that cannot lawfully be excluded or restricted.

3. Product information

Greek Market aims to keep product information accurate and up to date. Product details, ingredients, allergens, recipes, packaging, size, appearance, country of origin and manufacturer information may change without notice.

Customers must always read the product label, packaging, warnings, storage instructions and allergen information before using or consuming any product.

Where a customer has an allergy, intolerance, medical condition, dietary requirement or religious requirement, they must check the product label before use and contact the manufacturer where confirmation is needed.

Greek Market is not the manufacturer of the products sold on GreekMarket.co.uk unless this is clearly stated on the product page.

Product images are for guidance. Packaging design, batch labels and visual appearance may vary.

4. Prices and availability

Prices shown on GreekMarket.co.uk include VAT where VAT applies, unless the website clearly states otherwise. Delivery charges are shown separately at checkout.

Promotions, discount codes, account credits, loyalty rewards and free delivery offers may be changed, paused or withdrawn at any time before an order is placed.

Where a fixed discount is applied across an order, the discount may be apportioned across the items in that order. If an item is later refunded, the refund will normally be based on the actual discounted amount paid for that item.

Product availability can change before dispatch. If a product is unavailable, Greek Market may remove it from the order and refund the amount paid for that product, or contact the customer where an alternative action is appropriate.

5. Payment

Payment is taken when the order is placed. This reserves the order for processing, subject to acceptance and dispatch.

Where a customer uses account funds, wallet credit, gift credit, loyalty credit or a similar store balance, any refund may be returned to the same balance unless Greek Market decides otherwise or the law requires a different outcome.

Security checks may delay the availability of deposits, top ups or account funds. Greek Market is not responsible for delays caused by payment providers, banks, security checks or third party payment systems.

6. Delivery

Greek Market allows customers to choose a preferred delivery date where the website offers that option. This is a delivery aim, not a guaranteed appointment, guaranteed date or guaranteed time window.

Greek Market will try to dispatch in good time for the chosen delivery date. After a parcel is handed to the carrier, carrier delays, misroutes, network issues, weather, strikes, local access issues and peak period disruption are outside Greek Market’s direct control.

Orders placed after the dispatch cut off, normally 12 noon on a working day, may be processed on the next working day. Cut off times may change during busy periods, holidays or operational disruption.

Delivery options and carriers may vary depending on location, parcel size, parcel weight, product type, service availability and operational requirements.

7. Split orders

One order may be sent in more than one parcel. This may happen because of parcel weight, product type, frozen and ambient separation, packing requirements, carrier limits, stock location or operational requirements.

Each parcel may have its own tracking number, parcel label, contents and delivery record.

Where an order is sent in more than one parcel, any order issue must be reported using the correct parcel and tracking details. An issue relating to one parcel cannot be assessed using the tracking details or contents of another parcel.

Greek Market may be unable to review a claim where the details provided do not match the relevant parcel record, tracking number, dispatch record or delivery evidence.

8. Address and access

The customer is responsible for providing a complete and accurate delivery address, including house number, flat number, building name, road name, postcode, access code, concierge details and any delivery instructions needed by the carrier.

The customer is responsible for being available, or making suitable arrangements, on the chosen delivery date. This may include using the carrier’s delivery options such as a safe place, neighbour delivery or delivery instructions where appropriate.

For flats, apartments, gated premises, shared buildings, commercial premises and non standard addresses, the customer must provide enough information for the carrier to access and identify the correct delivery point.

Greek Market is not responsible for failed delivery, delay, safe place delivery, neighbour delivery, depot return, loss or spoilage caused by incomplete address details, unclear access instructions, customer unavailability, or customer changes made with the carrier.

9. Carrier options

Greek Market may use Royal Mail, DPD, Evri or another suitable carrier depending on the order and delivery service.

Once a parcel has been dispatched, Greek Market cannot guarantee that the address, delivery date, delivery option or delivery instruction can be changed.

If the customer asks the carrier to redirect the parcel, delay delivery, deliver to a neighbour, leave the parcel in a safe place, deliver to a pickup point, deliver to a locker, or change the delivery details, the customer accepts responsibility for any delay, loss, damage, deterioration or temperature issue caused by that change.

This is especially important for fresh, chilled, frozen, heat sensitive or perishable products.

10. Perishable products

Fresh, chilled, frozen and other perishable products require prompt delivery, prompt receipt and correct storage by the customer.

Greek Market uses suitable packaging, which may include insulated packaging and gel packs, to help protect chilled and frozen products during normal transit times.

Soft products, partially thawed products or gel packs that are not fully solid do not automatically mean that the products are unsafe or spoiled. Customers should assess the parcel promptly on arrival and follow the product label, storage instructions and food safety guidance.

Perishable products should not be redirected, delayed, left uncollected, sent to pickup points, sent to lockers, left in unsuitable safe places, or held at depots.

Greek Market may decline claims for fresh, chilled or frozen products where the customer was unavailable, changed the delivery instructions, failed to collect the parcel promptly, reported the issue late, did not provide usable evidence, or did not store the products correctly after delivery.

11. Heat sensitive products

Chocolate and other heat sensitive products may soften, bloom, melt or change appearance in warm weather or in warm carrier environments.

Greek Market may continue to sell and dispatch these products during warmer periods, but the customer accepts that temperature conditions in carrier warehouses, vans and depots are outside Greek Market’s direct control.

Heat related appearance changes to chocolate or heat sensitive products will not normally qualify for refund, replacement or credit where Greek Market has packed and dispatched the products appropriately.

12. Order issues

Customers should check each parcel promptly on delivery. This includes checking the parcel label, the products received, product condition and any temperature sensitive items.

Any visible issue with a parcel or its contents should be reported through Help and Support on the day of delivery, before the products are used, moved, disposed of, shared, frozen, refrigerated or stored away.

This allows Greek Market to review the issue while the parcel contents, packaging, tracking details and delivery evidence can still be checked reliably.

Where an issue is reported after the day of delivery, Greek Market may be unable to verify what was received and may decline the claim where the delay prevents a fair review.

13. Evidence

To review an order issue, Greek Market may require clear evidence. This may include photos of the full parcel contents, outer packaging, inner packaging, shipping label, damaged item, incorrect item, batch label, temperature evidence, gel packs and any carrier delivery photo.

Photos must be clear, usable and taken before products are disposed of, consumed, shared, moved, repacked or stored away. Very small, blank, corrupted, unclear or incomplete files may not be accepted as evidence.

Greek Market may decline a claim where evidence is missing, late, unclear, inconsistent, relates to a different parcel, or does not reasonably support the issue being reported.

14. Delivered but not received

If carrier tracking shows a parcel as delivered but the customer says it has not been received, the customer should report this through the Help and Support section on the day the tracking shows delivery.

The customer should provide the order number, tracking number, delivery postcode, delivery photo if available, GPS location or map evidence if available, and confirmation that the address, neighbours, household members, reception, concierge, safe place and local delivery area have been checked.

Greek Market will review the carrier evidence. Where the carrier evidence confirms delivery to the correct address or location, Greek Market may be unable to refund or replace the order unless the carrier accepts liability or other reliable evidence shows that the parcel was not delivered correctly.

15. Packaging condition

Some products may arrive with superficial packaging marks such as dents, scratches, scuffs or creases caused during normal handling.

Where the product inside remains safe, sealed, usable and fit for purpose, superficial outer packaging damage will not normally qualify for refund, replacement or credit.

Where the product seal, safety, contents or usability is affected, the customer should report the issue on the day of delivery with clear photos.

16. Carrier delays and loss

If a parcel is lost, destroyed, significantly delayed or damaged in the carrier network, Greek Market may raise a claim with the carrier.

Carrier investigations and compensation decisions are controlled by the carrier and are not guaranteed.

Where Greek Market accepts that an order issue requires a remedy, Greek Market may offer a refund, replacement, credit or another suitable remedy depending on the circumstances, product type, evidence and legal requirements.

Greek Market is not responsible for indirect losses, missed plans, time taken off work, special arrangements, inconvenience beyond the value of the affected goods, or other losses caused by carrier delay, unless the law says otherwise.

17. Change of mind returns

For most non perishable goods bought online, customers may have the right to cancel within 14 days of receiving the goods and then return the goods within a further 14 days.

Returned products must be unopened, unused, complete, undamaged and in resaleable condition.

Change of mind cancellation does not apply to fresh, chilled, frozen, perishable, sealed hygiene, personalised, made to order, short shelf life or other excluded products where the law allows such exclusions.

The customer is responsible for the cost and risk of returning unwanted goods unless Greek Market agrees otherwise or the law requires otherwise.

Original delivery charges and return delivery charges may not be refundable beyond the level required by law.

18. Faulty goods

Nothing in these Terms affects the customer’s statutory rights for goods that are faulty, damaged on arrival or not as described.

Customers should report such issues through Help and Support on the day of delivery where the issue is visible on arrival, and should provide clear evidence where requested.

Greek Market will review the issue and may provide a refund, replacement, credit, partial refund or another appropriate remedy depending on the circumstances and legal requirements.

19. Unauthorised returns

An unauthorised return is any parcel returned to Greek Market without prior agreement. This includes refused delivery, failed delivery, uncollected parcels, expired collection point parcels, depot returns, customer requested redirects that fail, or return caused by incomplete address details.

For unauthorised returns, Greek Market may deduct carrier and handling costs from any refund where the law allows this.

Only non perishable products received back in resaleable condition will normally be refunded after an unauthorised return.

Fresh, chilled, frozen and other perishable products returned as unauthorised returns are not refundable because they cannot safely be resold once they have left Greek Market’s control.

20. Pre orders

Where a product is available for pre order, payment is taken at the time the pre order is placed.

Pre order dates are estimates and may change because of supplier, manufacturer, import, customs, transport or availability issues.

If the customer cancels a pre order before dispatch, Greek Market may deduct a reasonable administration or processing cost where this was clearly stated at the time of ordering and where the law allows it.

21. Customs

Customers outside mainland Britain are responsible for checking import rules, customs charges, taxes, duties, local restrictions and delivery eligibility before ordering.

Greek Market is not responsible for customs charges, import taxes, delays, refusal, seizure, disposal or return caused by customs authorities, local rules or customer failure to comply with import requirements.

Delivery areas may change without notice where carriers, customs rules, courier networks or operational limits change.

22. Account use

Greek Market may refuse service, cancel orders, restrict accounts, block accounts, refuse future orders or limit contact where there is suspected fraud, abusive behaviour, repeated misuse of forms, repeated false claims, chargeback misuse, harassment, threatening language, defamation, or other conduct that Greek Market reasonably considers unacceptable.

Customer service is provided through monitored written channels so there is a clear record of the issue and the resolution.

23. Website content

All website content, including text, images, graphics, logos, product photography, page designs and written content, belongs to Greek Market or its licensors unless stated otherwise.

Customers and third parties must not copy, reproduce, scrape, redistribute, edit or use website content without prior written permission from Greek Market.

24. Privacy

Greek Market processes customer data to manage orders, payments, delivery, customer service, fraud prevention, legal compliance and account services.

Details about personal data, cookies, marketing and customer rights should be read together with Greek Market’s Privacy Policy and Cookie Policy.

25. Changes to these Terms

Greek Market may update these Terms from time to time. The version published on GreekMarket.co.uk at the time the order is placed will normally apply to that order, unless a later change is required by law or is more favourable to the customer.

Customers should read these Terms before placing each order.

26. Governing law

These Terms are governed by the laws of England and Wales, unless mandatory consumer protection rules give the customer additional rights in another part of the United Kingdom.

Nothing in these Terms limits any legal rights that cannot lawfully be limited or excluded.