Last updated: February 2026
Welcome to Elaka Food City. These terms and conditions govern your use of our website, mobile application, and the services we provide. Please read them carefully before placing an order or creating an account. By using our platform, you agree to be bound by these terms in full. If you do not agree with any part of these terms, you should not use our services.
These terms constitute a legally binding agreement between you (the customer) and Elaka Food City, a grocery retail business operating from 42 London Road, Tooting, London, SW17 9HP, United Kingdom. Throughout these terms, “we”, “us”, and “our” refer to Elaka Food City, while “you” and “your” refer to the customer.
These terms apply to all purchases made through our website and mobile application. They do not affect your statutory rights as a consumer under English law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To place orders through our platform, you must create an account. You may register using your email address and a password of your choice, or by signing in through your Google account. You must be at least 16 years of age to create an account with us.
You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. If you become aware of any unauthorised use of your account, you should notify us immediately. We reserve the right to suspend or terminate accounts that we reasonably believe have been compromised, or that are used in breach of these terms.
The information you provide during registration must be accurate and kept up to date. You can manage your account details, including your name, phone number, and delivery addresses, through the account settings on our website or app.
We make every effort to ensure that the product descriptions, images, and prices displayed on our platform are accurate. However, errors may occasionally occur. If we discover a pricing error that affects your order, we will contact you before processing it and give you the option to proceed at the correct price or cancel your order.
All prices are displayed in pounds sterling (GBP) and include VAT where applicable. Prices may change from time to time, but such changes will not affect orders that have already been confirmed. The price applicable to your order is the price displayed at the time you place it.
Product availability is subject to stock levels. Some items may sell out between the time you add them to your basket and the time your order is processed. In such cases, we will notify you and either offer a suitable substitute (with your agreement) or issue a refund for the unavailable item.
Placing an order through our platform constitutes an offer by you to purchase the selected products. An order is not accepted, and a binding contract is not formed, until we confirm your order. We reserve the right to decline an order for any reasonable cause, including but not limited to insufficient stock, suspected fraudulent activity, or delivery address restrictions.
Once your order is confirmed, you will receive a confirmation containing your order number and a summary of the items ordered. Please check this information carefully and contact us promptly if anything appears incorrect.
We accept the following payment methods:
All card transactions are encrypted and processed through Stripe in compliance with Payment Card Industry Data Security Standards (PCI DSS). We do not store your card details on our systems at any time. If a payment fails or is declined, your order will not be placed, and you will be notified of the issue.
We offer two delivery methods, each with different coverage areas and timeframes:
Local delivery is available for addresses within approximately 5 miles of our store. Delivery charges are calculated based on the distance between our store and your delivery address. We aim to deliver local orders on the same day, subject to order volumes and the time of day your order is placed. Orders placed later in the day may be delivered the following day.
For addresses outside our local delivery area, we dispatch orders via UPS Ground. Delivery charges for courier orders are based on the total weight of the parcel. Estimated delivery times for UPS orders are 2 to 5 working days, though this may vary depending on the destination and time of year.
We may offer free delivery on orders above a certain value. When a free delivery threshold is active, it will be clearly displayed during checkout. Free delivery, when available, applies to all qualifying delivery methods.
Please note that certain products, particularly perishable or fragile items, may be restricted to local delivery only and cannot be shipped via courier. This restriction will be clearly indicated on the product page. Delivery times are estimates and not guarantees. While we endeavour to meet the stated delivery windows, delays may occasionally occur due to circumstances beyond our control, such as adverse weather, traffic conditions, or courier disruptions.
If you prefer, you may choose to collect your order in person from our store at 42 London Road, Tooting, London, SW17 9HP. No delivery charge applies to store pickup orders. Once your order has been prepared and is ready for collection, we will notify you. Please bring a form of identification when collecting your order.
Uncollected orders will be held for a reasonable period. If you are unable to collect your order, please contact us to make alternative arrangements. We reserve the right to cancel uncollected orders after 48 hours and issue a refund (minus any perishable items that can no longer be sold).
We want you to be satisfied with every purchase. If you receive an item that is damaged, defective, or materially different from what was described, please contact us within 14 days of delivery and we will arrange a replacement or a full refund, including the original delivery charge.
For non-perishable products that are not damaged or defective, you may return them within 14 days of delivery for a refund, provided the items are unused, in their original packaging, and in a resalable condition. Return shipping costs are your responsibility unless the return is due to our error. To initiate a return, please contact us by email with your order number and the reason for the return.
Refunds will be processed using the same payment method used for the original purchase. For card payments, please allow up to 10 working days for the refund to appear on your statement after we have processed it. Cash on delivery refunds will be handled by bank transfer or store credit, as agreed with you.
Due to the nature of our business, many of the products we sell are perishable. Fresh items, frozen items, and chilled items must be consumed or stored appropriately immediately upon receipt. Because of health and safety considerations, we are unable to accept returns of perishable goods unless the item was already damaged, spoiled, or defective at the time of delivery.
If you receive a perishable item that is not in satisfactory condition, please contact us within 24 hours of delivery with photographs of the item. We will review your claim and, where appropriate, offer a replacement or refund.
Some products are marked as “local delivery only”, meaning they can only be delivered within our local delivery area or collected from the store. These restrictions exist to preserve the quality and safety of the item during transit. Products subject to this restriction are clearly marked on their product page, and the checkout process will prevent you from ordering them for courier delivery.
When using our platform and services, you agree to the following:
We reserve the right to refuse service, cancel orders, or suspend accounts if we have reasonable grounds to believe that these responsibilities are being breached.
All content on our website and mobile application, including but not limited to text, graphics, logos, images, product photographs, and software, is the property of Elaka Food City or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on our platform without our prior written permission.
Product names and brand names displayed on our platform may be trademarks of their respective owners. Their inclusion on our site does not grant you any licence or right to use them.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.
Subject to the foregoing, our total liability to you in connection with any order shall not exceed the total amount paid by you for that order. We shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our services, including but not limited to loss of profits, data, or goodwill.
We are not liable for delays or failures in performance caused by events beyond our reasonable control, including but not limited to natural disasters, epidemics, strikes, governmental actions, disruptions to courier services, or failures of third-party systems.
These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these terms, or any order placed through our platform, shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. Our failure to enforce any right or provision of these terms shall not constitute a waiver of that right or provision.
We reserve the right to amend these terms at any time. When we make changes, we will update the “Last updated” date shown at the top of this page. Material changes may be communicated to you through a notice on our website or by email. Your continued use of our services after any amendments have been published constitutes your acceptance of the revised terms.
We recommend that you review these terms periodically. Any orders placed before a change takes effect will be governed by the version of the terms in force at the time the order was placed.
If you have any questions about these terms, or if you need to get in touch regarding an order or a complaint, you can reach us through the following channels: