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Promotions, discount codes, account credits, loyalty rewards and free delivery offers may be changed, paused or withdrawn at any time before an order is placed.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, UPS 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 receipt, prompt inspection and correct storage by the customer.

Greek Market uses packaging appropriate to the order, which may include insulated packaging and gel packs, to help protect chilled and frozen products during normal transit. This packaging is intended to support the cold chain during delivery. It is not a guarantee that every product or gel pack will remain completely hard frozen at every point in transit.

A product that is soft, partially thawed or no longer completely hard frozen is not automatically unsafe or spoiled. Gel packs that are soft or partly melted do not, by themselves, establish that the food was unsafe when delivered.

Customers must inspect perishable products as soon as the parcel is received and must follow the product label, storage instructions and applicable food safety guidance.

Any concern about temperature, thawing, spoilage, leakage or the condition of a perishable product must be reported in accordance with sections 12 and 13 on the delivery date and before the products are consumed, disposed of, refrozen, refrigerated, shared or otherwise handled in a way that changes their condition.

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

Where delivery has been changed by the customer, collection has been delayed, storage has not been appropriate, the issue has been reported late, or usable evidence has not been provided, Greek Market may be unable to establish the condition of the products at the time of delivery.

Nothing in this section affects any statutory rights that cannot lawfully be excluded or restricted.

11. Heat sensitive products

Chocolate and other heat sensitive products may soften, bloom, melt or change appearance during warm weather or while passing through warm carrier environments.

Greek Market may continue to sell and dispatch these products during warmer periods. Temperature conditions in carrier warehouses, vehicles and depots are outside Greek Market’s direct control.

A heat related appearance change will not normally justify further action where the product remains sealed, safe, usable and fit for purpose and Greek Market packed and dispatched it appropriately.

Any concern must be reported promptly under sections 12 and 13. Nothing in this section affects statutory rights where goods are faulty, unsafe, not as described or otherwise fail to meet legal requirements.

12. Reporting order issues

Customers must check each parcel promptly when it is received. This includes checking the parcel label, tracking number, products received, quantities, product condition, seals, packaging and any temperature sensitive items.

Concerns about fresh, chilled, frozen or other perishable products, including temperature, thawing, spoilage, leakage or damaged seals, must be reported through Help and Support on the delivery date and as soon as reasonably possible after receipt.

Missing products, incorrect products and visible damage to non perishable products should be reported through Help and Support within 48 hours of delivery.

A parcel shown by the carrier as delivered but not received should be reported on the day the delivery scan is recorded.

Each report must identify the correct order, parcel and tracking number. Where an order has been divided into several parcels, a separate and accurate record of the issue affecting each parcel may be required.

Products, parcel packaging, internal packaging, shipping labels, gel packs and all other relevant evidence must be retained until Greek Market has completed its review.

A delayed report will be recorded and the information provided will be considered. However, where the delay means that the condition, contents, temperature or delivery circumstances can no longer be reliably established, there may be nothing further that can reasonably be assessed or actioned.

The reporting periods in this section are intended to preserve reliable evidence and allow a fair investigation. They do not remove or reduce any statutory rights that cannot lawfully be excluded or restricted.

13. Evidence and original photographs

Greek Market may require evidence reasonably necessary to review an order issue. Depending on the issue, this may include photographs of the full parcel contents, every side of the outer packaging, internal packaging, shipping label, affected products, product seals, batch details, date markings, gel packs, temperature evidence and any carrier delivery photograph.

Photographs must be taken at the time the issue is discovered and before the products or packaging are consumed, disposed of, moved, repacked, repaired, refrigerated, refrozen, shared or otherwise altered.

Image files must be the original, unedited files created by the device used to take the photographs and should be uploaded directly from that device or its original camera storage.

The files must retain the complete metadata recorded by the device. This includes the original capture date and time and, where location information was recorded by the device, the original location data. Metadata must not be removed, altered or replaced.

Screenshots, screen recordings, cropped images, edited images, filtered images, resized images, converted files, resaved copies and images passed through applications or services that remove metadata may be insufficient to verify when, where or in what condition the products were photographed.

Greek Market may request the original files in their original format and may inspect the available metadata as part of the review.

Where temperature is relied upon, the evidence must show the measuring device, the reading and the affected product clearly, and must be taken promptly on receipt before storage or other handling changes the condition of the products.

Very small, blank, corrupted, unclear, incomplete or inconsistent files may not be usable. Metadata alone does not establish that a claim is valid. All available evidence, order records, packing records, tracking information and carrier evidence may be considered together.

Where the required evidence is missing, has been altered, was created too late, relates to a different parcel, or does not reasonably support the issue reported, Greek Market may be unable to establish the condition of the order at delivery. In that situation, there may be nothing further that can reasonably be assessed or actioned.

Nothing in this section affects any statutory rights that cannot lawfully be excluded or restricted.

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 Help and Support on the day the delivery scan is recorded.

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

Greek Market will review the carrier evidence together with the information provided by the customer.

Where the carrier evidence reliably confirms delivery to the correct address or delivery location, Greek Market may conclude that delivery was completed unless other reliable evidence establishes that the parcel was delivered incorrectly.

Where appropriate, Greek Market may ask the carrier to investigate. Any remedy will depend on the available evidence, the outcome of any carrier investigation and the customer’s statutory rights.

15. Packaging condition

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

Where the product remains sealed, safe, usable and fit for purpose, superficial damage to external retail packaging will not normally require further action.

Where the product seal, safety, contents or usability is affected, the customer should report the issue within the period stated in section 12 and provide the evidence described in section 13.

The condition of packaging reported after products have been stored, moved, opened, used or kept for an extended period may no longer be capable of reliable assessment.

Nothing in this section affects statutory rights where the goods are faulty, damaged on arrival or not as described.

16. Carrier delays and loss

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

Carrier investigations and compensation decisions are controlled by the carrier. Greek Market cannot guarantee the carrier’s decision or investigation period.

Where Greek Market establishes that an order issue requires a remedy, the remedy will be provided in accordance with the circumstances, the available evidence and applicable law.

To the extent permitted by law, Greek Market is not responsible for losses that were not reasonably foreseeable when the order was placed, or for losses caused by circumstances outside Greek Market’s reasonable control.

Customers should not arrange time away from work or make other commitments in reliance on a preferred delivery date or estimated delivery time because these are not guaranteed appointments.

Nothing in this section limits liability that cannot lawfully be limited or excluded.

17. Change of mind returns

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

Returned products must be handled only as reasonably necessary to inspect them. Greek Market may make a lawful deduction where handling has reduced the value of the goods.

The statutory change of mind cancellation right does not apply to goods that are liable to deteriorate or expire rapidly, including many fresh, chilled, frozen and other perishable products. Other legal exclusions may also apply to personalised products and sealed goods that cannot be returned for health or hygiene reasons after the seal has been broken.

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

Where cancellation rights apply, Greek Market will refund the amounts required by law, including the applicable standard delivery cost where required.

This section concerns change of mind cancellations only. It does not affect rights relating to faulty goods.

18. Faulty goods

Nothing in these Terms affects the customer’s statutory rights where goods are faulty, unsafe, damaged on arrival, not as described, not of satisfactory quality or not fit for their intended purpose.

Customers should report visible issues promptly within the periods stated in section 12 and should retain and provide the evidence described in section 13. Prompt reporting is particularly important for food, perishable products, temperature concerns and visible transit damage because their condition may change after delivery.

Where the available evidence establishes that goods did not meet the required legal standard at delivery, Greek Market will provide the remedy required by law. Depending on the circumstances, this may include a refund, replacement, repair where appropriate, price reduction or another lawful remedy.

Account credit or loyalty credit will be used as a remedy only where this is lawful and accepted by the customer.

A reporting delay does not automatically remove statutory rights. However, a delay may prevent the condition of the goods at delivery from being established, particularly where the goods have been consumed, disposed of, stored, refrozen, refrigerated, opened, moved or otherwise altered.

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, failed customer requested redirects, or returns caused by incomplete address or access details.

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

Only non perishable products received back complete and in resaleable condition will normally qualify for a change of mind refund after an unauthorised return.

Fresh, chilled, frozen and other perishable products returned without prior agreement cannot normally be resold and will not qualify for a change of mind refund.

Customers who believe goods are faulty, damaged or not as described should not refuse delivery or return the parcel without instructions. They should accept and retain the goods and packaging where reasonably possible and report the issue through Help and Support under sections 12 and 13.

Nothing in this section affects any statutory remedy that applies where goods are faulty, damaged on arrival or not as described.

20. Pre orders

Where a product is offered for pre order, payment may be taken when the pre order is placed.

Release, arrival and dispatch dates for pre orders are estimates and may change because of supplier, manufacturer, import, customs, transport or availability issues.

The product page or checkout will identify any material pre order conditions before the order is placed.

Where the customer has a statutory right to cancel, Greek Market will not apply a cancellation charge that unlawfully restricts that right.

Where a pre order relates to goods excluded from statutory cancellation rights, or where a lawful and clearly disclosed deduction applies, Greek Market will explain the relevant position before processing the cancellation.

Nothing in this section affects statutory rights where the product is faulty, not as described or not supplied.

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.