The Grocery – Website Terms & Conditions
Last updated: 24 February 2026
These Terms & Conditions (“Terms”) set out the basis on which we supply products to you via our website (the “Website”). By using the Website and/or placing an order, you agree to these Terms and our Privacy Policy (available on the Website).
1. About us
1.1 The Website is operated by Mieko Limited trading as The Grocery (“we”, “us”, “our”). The Grocery is a trade marked registered name.
1.2 Company details:
- Registered office: 54–56 Kingsland Road, Ground Floor and Basement, London, England, E2 8DP
- Company number: 05349774
1.3 Contact details: - Telephone: 0207 729 6855
- Email: info@thegrocery.com
2. Eligibility and age restrictions
2.1 You must be 18 or over to place orders on the Website.
2.2 Alcohol and other age-restricted products will only be sold to persons aged 18 or over. It is an offence to attempt to buy alcohol if you are under 18, or to buy alcohol on behalf of someone who is under 18.
2.3 We operate an age-verification policy (commonly known as Challenge 25). If the person receiving an order appears under 25, they may be required to show valid photo ID (see clause 8).
3. Your account and security
3.1 If you create an account, you are responsible for keeping your login details confidential and for all activity on your account.
3.2 Please notify us immediately if you believe your account has been compromised.
4. Our contract with you (orders and acceptance)
4.1 By placing an order, you make an offer to buy the products in your basket.
4.2 A contract is formed only when we accept your order. Acceptance normally occurs when we send an order acceptance email and/or when we confirm acceptance on-screen.
4.3 We may refuse or cancel an order (before acceptance or after acceptance where permitted) for reasons including: product unavailability, suspected fraud, pricing/website errors, or where we reasonably believe we cannot comply with legal or licensing obligations (including age-restricted sales).
5. Product information, allergens and suitability
5.1 We try to ensure product descriptions, images and pricing are accurate. Images are illustrative and packaging may differ.
5.2 Allergens and dietary requirements: Product recipes and allergen information can change. You are responsible for checking the label on delivery and ensuring products are suitable for your needs. If you have questions, contact us before ordering.
5.3 We may limit quantities (including promotional items) to ensure fair availability.
6. Pricing, promotions and weight-based items
6.1 Prices are shown on the Website at checkout. Prices may change at any time, but changes will not affect orders already accepted (except for obvious errors).
6.2 VAT: where applicable, prices include VAT.
6.3 Sold by weight: If items are priced by weight (e.g., produce, deli, meat/fish/cheese), you will be charged based on the actual weight supplied. Any “estimated weight” is guidance only.
6.4 Promotions are subject to availability, may be time-limited, and may be withdrawn or amended at any time.
7. Substitutions and out-of-stocks
7.1 If an item is unavailable, we may (where your checkout settings allow) supply a suitable substitute of equal or greater value at no extra cost, or at the nearest price point (depending on how you configure this in your store).
7.2 You can reject substitutes at delivery (or notify us promptly after delivery where appropriate) and we will refund those rejected items in accordance with clause 11.
8. Alcohol and age-verification at delivery (Challenge 25)
8.1 If your order contains alcohol (or other age-restricted products), you must ensure an appropriate person is present to receive it.
8.2 ID checks: Our delivery partner and/or our staff may request valid photo ID at the door. Acceptable ID typically includes a passport, photocard driving licence, or PASS-approved proof-of-age card.
8.3 If ID is not provided or age cannot be verified: we will not hand over alcohol/age-restricted items and may remove them from the order. You will be refunded for the removed items. Delivery charges are generally non-refundable where a delivery attempt has been made (unless we are at fault).
8.4 Proxy purchasing: We may refuse delivery if we suspect alcohol is being purchased for, or will be supplied to, someone under 18.
8.5 Intoxication: We may refuse to supply alcohol if we reasonably believe the recipient is intoxicated.
8.6 Licensing hours: Alcohol may only be ordered and delivered during our alcohol licensing hours, which are 10:00am to 12:00 midnight. We may adjust available delivery slots to ensure compliance with these hours.
9. Delivery (Quiver)
9.1 We use Quiver (and/or its subcontractors) to deliver orders (“Delivery Partner”).
9.2 Delivery areas, slots, minimum order values, and any delivery charges will be shown at checkout and may vary.
9.3 You are responsible for providing an accurate delivery address and any access instructions.
9.4 Failed delivery / nobody available: If no one is available to receive the delivery, we may attempt to contact you and may return the order to us. Because many groceries are perishable, returned orders may not be suitable for re-delivery. In those cases we may refund at our discretion for non-perishable items only, and delivery charges may still apply. This does not affect your statutory rights if items are faulty or not as described.
9.5 Safe place / unattended deliveries: If you instruct us (including via delivery notes) to leave an order unattended or in a “safe place”, you accept responsibility for the condition of the order after it is left (including temperature damage, theft or tampering). We will not leave alcohol or age-restricted products unattended.
9.6 Delays outside our control: Weather, traffic, or operational disruption may cause delays. If we cannot deliver, we will contact you where possible and arrange a redelivery or refund as appropriate.
10. Payment (CSY)
10.1 Payments are processed using our e-commerce merchant services provider CSY (and any connected payment networks). By placing an order, you authorise us/CSY to take payment using your chosen method.
10.2 Payment is normally taken at the time you place the order (or as otherwise stated at checkout).
10.3 If items are unavailable or removed (including age-restricted items under clause 8), we will refund those items to your original payment method within a reasonable time.
10.4 If your payment fails after checkout, we may cancel the order and/or contact you to arrange an alternative payment method.
11. Cancellations, returns and refunds
11.1 If you are a consumer, you may have rights to cancel certain purchases made online within a set period.
11.2 Perishable goods: Due to the nature of grocery products, many items (including chilled, frozen and fresh products) cannot be cancelled once delivered, and may be excluded from cancellation/return rights where they are liable to deteriorate or expire rapidly.
11.3 To request a cancellation (where applicable), you must clearly tell us you want to cancel (for example by email).
11.4 Where returns are agreed, you must take reasonable care of the goods and return them as instructed. We may reduce your refund if goods are handled beyond what is necessary to inspect them.
11.5 Refunds will be made to your original payment method within a reasonable time once your entitlement to a refund is confirmed.
12. Faulty, damaged or incorrect goods (your statutory rights)
12.1 Goods must be of satisfactory quality, fit for purpose and as described.
12.2 If your order is missing items, includes incorrect items, or goods arrive damaged/defective, please notify us as soon as possible with details and (where helpful) photos.
12.3 For chilled/frozen/fresh goods, we recommend you report issues promptly (for example within 48 hours) to help us investigate and resolve quickly—this is an operational requirement and does not limit your statutory rights.
12.4 Where appropriate, we will offer a refund, replacement, or other remedy in accordance with your legal rights.
13. Complaints and customer service
13.1 Correspondence should be sent to info@thegrocery.com or raised by telephone on 0207 729 6855. We aim to respond within a reasonable time and resolve issues fairly.
14. Promotions, vouchers and credits
14.1 Vouchers/credits are subject to any additional terms stated when issued (including expiry dates and limitations).
14.2 We may refuse to honour vouchers where we reasonably suspect misuse or fraud.
15. Website use and intellectual property
15.1 All intellectual property rights in the Website and its content (including The Grocery trade mark) belong to us or our licensors.
15.2 You may use the Website for personal, lawful shopping purposes only. You must not misuse the Website, attempt to access it unlawfully, or copy content for commercial use without permission.
16. Privacy and data protection
16.1 We process personal data as described in our Privacy Policy. We may share necessary data with service providers such as Quiver (delivery) and CSY (payments) to fulfil your order.
16.2 For information about cookies and similar technologies, see our Cookie Policy (or the relevant section of the Privacy Policy).
17. Events outside our control
17.1 We are not liable for delays or failures caused by events beyond our reasonable control (including severe weather, strikes, outages, or transport disruption). We will try to minimise disruption and restore service as soon as possible.
18. Liability
18.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.
18.2 Subject to clause 18.1 and to the extent permitted by law, our total liability in relation to any order is limited to the amount you paid for that order.
18.3 We are not responsible for indirect or consequential losses (such as loss of profit), except where the law requires otherwise.
19. General
19.1 If a court finds part of these Terms unlawful or unenforceable, the rest remains in effect.
19.2 We may update these Terms from time to time by publishing a new version on the Website. The “Last updated” date shows when changes were made.
20. Governing law and jurisdiction
20.1 These Terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, subject to any consumer rights that apply.
