Terms & Conditions
Terms & Conditions
Welcome to Mercato Pronto! LTD. These Terms & Conditions apply to all purchases made through our website (www.mercatopronto.uk), by phone, email, or through our Customer Service team. By placing an order with us, you acknowledge and accept these terms. We kindly encourage you to review them carefully and keep a copy for your records.
We may update these terms occasionally, and any changes will be posted on our website.
Our Agreement with You
When you place an order, you're offering to buy a product from Mercato Pronto! LTD. Once we’ve confirmed and accepted your order, we’ll send you a confirmation email with the order details. At this point, a contract is formed, subject to these Terms & Conditions. If, for any reason, we’re unable to accept your order, we’ll notify you as soon as possible.
Product Information
We do our best to ensure all products on our website and in our marketing materials are described and shown as accurately as possible. However, please be aware that product colours, dimensions, and specifications may vary slightly due to individual screen settings or production changes. All images are for illustrative purposes only.
Mercato Pronto! LTD reserves the right to make changes to product details, descriptions, specifications, and availability at any time, without prior notice
Age-Restricted Products
Certain products—such as alcohol & tobacco, are legally age-restricted. If you purchase one of these items, you're confirming that both you and the recipient are of legal age to receive it, as clearly noted on the product’s page.
It's illegal to purchase these items if you're underage or to buy them for someone who is. We may request age verification upon delivery and reserve the right to withhold delivery if valid proof is not provided.
Our Right to Cancel Your Order
We hope everything runs smoothly with your order, but there are occasions where we may need to cancel it. If that happens, we’ll notify you by email and, of course, you won’t be charged for any items we can’t fulfil.
This might occur if:
• A product is out of stock
• We can’t verify your billing information
• You’ve requested delivery to a location we don’t currently ship to
• We need to temporarily pause supply to make updates due to legal or regulatory requirements
We may also cancel an order if we notice unusual activity, such as multiple purchases that suggest the products may be used for resale or commercial exploitation. If this happens and you believe it’s a mistake, please don’t hesitate to reach out to our Customer Services team via the Contact Us page—we’re here to help.
If you're subscribed to a regular delivery or subscription service, cancellation will take effect at the end of your current billing period. You’ll receive a confirmation email once the subscription has been successfully cancelled.
Prices
All our products are priced in GBP (£) by default, though you may see prices displayed in your local currency if that option is available at checkout. Prices shown on our website include VAT (Value Added Tax) where applicable, based on the current UK rate. Delivery charges are not included in the product price and will be added at checkout.
If the VAT rate changes between the time you place your order and the time we process your payment, we’ll adjust the amount you pay—unless your order has already been paid in full before the VAT change takes effect.
Prices may change without notice. While we do our best to ensure all pricing is accurate, errors can occasionally happen. If we spot a pricing mistake after you’ve placed your order, we’ll get in touch with you as soon as possible to confirm whether you’d like to:
• Proceed with the order at the corrected price, or
• Cancel the order and receive a full refund
If we’re unable to reach you, we’ll cancel the item(s) with the pricing error and issue a refund. Please note, we are under no obligation to honour prices that were listed in error.
Payment
Payment for all products must be made in full at the time of placing your order. Your chosen payment method will be charged when the order is confirmed. By submitting your payment details, you confirm that the card or account being used is yours.
We’re unable to reserve or dispatch any items until payment has been successfully received.
We accept a wide range of payment methods, including:
Visa, MasterCard, American Express, Diners Club, Discover, JCB, PayPal, Apple Pay, and Google Pay.
Please note: we do not accept cheques or cash for orders placed online or over the phone.
All payment cardholders are subject to standard validation and authorisation checks by their card issuer. If your payment is declined or not authorised for any reason, Mercato Pronto! LTD cannot be held responsible for any delay or non-delivery of your order.
Legal ownership of the goods remains with us until payment has been received in full. If a refund is processed, ownership of those goods reverts back to us. Once the goods are delivered to you, the risk and responsibility for them transfers to you.
Delivery
We ship goods using an overnight carrier to addresses on the UK mainland.
We also offer shipping to the following destinations with extended delivery times:
Two-Day Delivery:
- Jersey
- Guernsey
- Isles of Scilly
- Scottish Islands
- Scottish Highlands
- Isle of Man
Next-Day Delivery:
- Northern Ireland
* To qualify for standard delivery (next day), orders must be placed by 12:00 PM, Monday - Thursday. Orders submitted after this time will be shipped on the next business day and delivered the following day.
**For Saturday delivery, orders must be placed by 12:00 PM on Friday.
Shipping rates vary by destination and parcel weight. All orders are processed within 1-2 business days. You will receive a tracking number once your order has been dispatched.
For specific shipping costs to your location, please contact us or calculate at checkout.
Deliveries can be made to your home or workplace, as well as to the home or workplace of your relatives, friends, colleagues, or business associates. To ensure smooth delivery, we require a complete postcode and a mobile phone number for every delivery address.
Our delivery days are Tuesday through to Saturday. The recipient will receive a text message with the expected delivery time. If you prefer the recipient not to receive this message, please provide your own mobile number. However, please note that if the recipient’s number is provided, our courier will be able to inform them of the approximate delivery time and, if needed, send a photo showing where the parcel has been left.
Please double-check all delivery details, including location, address, and dates, as changes may not be possible once your order is submitted.
If you have any questions about your delivery after dispatch, you can reach us at shop@mercatoitaliano.uk, Monday to Friday, from 8am to 5pm. Outside these hours, please contact DPD directly.
Your Account
When registering for a Mercato Pronto! account, you confirm that all personal information you provide is true, accurate, and current. You must not impersonate another person, enter personal details belonging to someone else, or provide false or fraudulent information. Please review and update your account details regularly via the ‘My Account’ section of our website.
We are committed to keeping your personal information safe and will store and handle your data in line with our Privacy Policy.
To help protect your personal details, we recommend that you always sign out of your account at the end of each session—particularly when using a shared or public device.
Substitutions
If a selected product becomes unavailable, we will notify you. Where appropriate, we may substitute with a similar product of equal or higher value.
Click & Collect
Our Click & Collect service allows you to place an order online and collect it in-store, typically within 2–4 days from the date of purchase. We’ll keep you updated by email as soon as your order is ready to collect.
This service is available for most products, but please note that pre-order items are excluded. We’re currently unable to process orders that combine both Click & Collect and postal delivery—please place two separate orders if you require both services.
When collecting your order, ID is required if your purchase includes age-restricted items (such as alcohol & tobacco), we operate a Challenge 25 policy. This means if you appear to be under 25, you’ll be asked to show valid proof of age. If you’re unable to provide suitable ID, we reserve the right to withhold your order.
If you’re unable to collect your order within the initial time frame, please get in touch with our Customer Services team to arrange an alternative collection date.
We’ll hold your order at your selected store for 9 days from the date it arrives. After that, the items will be returned to our warehouse, and your payment will be refunded to your original payment method.
Corporate Orders
For large corporate orders involving delivery to more than ten addresses, please contact our Concierge team at shop@mercatopronto.uk to request an electronic order form. Kindly allow 48 hours for us to process and upload these orders. Please note, your order will not be confirmed nor the items reserved until full payment has been received.
For all corporate orders, in addition to the payment methods listed earlier, we also accept bank transfers for orders placed by phone.
Cancellations Prior to or After Dispatch
Once your order is confirmed, it may not always be possible to stop it from being dispatched. Similarly, after an order has been dispatched, we are unable to halt delivery or cancel the order.
If you wish to cancel your order, please contact us as soon as possible via the Contact Us page on our website. If we’re unable to stop or cancel your order in time, you may still return the items to us under your Right to Cancel and Return Purchases as detailed below, subject to these Terms & Conditions.
Right to Cancel and Return Purchases
Purchases Made Online or Over the Phone
You have the legal right to cancel your order within 14 days from the day after you receive your goods (the ‘cooling-off’ period). As a gesture of goodwill, Mercato Pronto! LTD extends this period to 30 days from the date of receipt.
This goodwill guarantee does not affect your statutory rights if the product is faulty or not as described.
Please note that the right to cancel does not apply to the following items:
• Perishable goods or items likely to expire quickly, including flowers, fresh food, certain alcohol and beverages, hampers, and gift boxes containing such items.
• Sealed items where the seal or cellophane has been broken
• Personalised or bespoke items
• Products that cannot be returned for hygiene reasons, discounted food items sold due to a short shelf life.
To cancel and return your purchase, please visit the Contact Us page on our website and quote your order number from the delivery note. You can return goods either in person at our unit or via the Returns Portal on our website.
Returns must be made without undue delay and, in any case, within 14 days of notifying us of your cancellation. Once we receive and inspect the returned goods, we’ll refund the cost of the items plus standard delivery charges (please note, premium delivery charges are not refundable) within 14 days. We’ll contact you regarding how we can process your refund.
Please be aware that returning items to us is your responsibility, and we are not required to reimburse the cost of return shipping.
Your statutory rights remain unaffected by this policy.
Items Damaged in Transit, Defective, or Incorrect
If your order arrives damaged, defective, not as described, not of satisfactory quality, not fit for purpose, or not matching any sample provided, please notify us within 30 days of receiving the item. In such cases, you can choose to have the item exchanged, repaired, or receive a full refund—all at no extra cost to you.
If you contact us after 30 days, we will still offer an exchange or repair in line with your rights under the Consumer Rights Act 2015.
When returning items, we may ask for proof of purchase and/or photos of the damage and original packaging to help us investigate the issue with our courier and packing teams.
Please ensure returned items are securely packaged to avoid further damage during transit.
For assistance, please visit the Contact Us page on our website where you’ll find multiple ways to get in touch with us.
Limitation of Liability
We aim to provide the highest standard of service and products. If we fail to meet these Terms, we are responsible for any loss or damage that is a foreseeable and direct result of breaking the contract or failing to exercise reasonable care and skill.
However, we are not liable for any indirect, consequential, special, economic, or exemplary losses or damages—whether or not they were foreseeable.
Please note, we cannot limit our liability where the law prohibits us from doing so. This includes liability for death or personal injury caused by our negligence, or for defective products under relevant consumer protection laws.
Our products and services are intended for private, personal use only. If you use our products for business or commercial purposes, we cannot accept liability for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Complaints
If you have any concerns or complaints about your order, our website, or any other aspect of our service, please reach out to us through the Contact Us page on our website.
If we’re unable to resolve your complaint to your satisfaction, you have the option to escalate it to an alternative dispute resolution (ADR) scheme for independent review.
Alterations to These Terms of Sale
We reserve the right to update or change these Terms & Conditions, along with our Privacy & Cookie Policy and any other policies, at any time. The version that applies to you will be the one in effect when you use our website or place an order.
We may also transfer our rights and responsibilities under these terms to another organisation. However, you may only transfer your rights or obligations under these terms to someone else if we agree to it in writing.
No third party has the right to enforce any part of this contract.
If any part of these Terms & Conditions is found to be invalid, void, or unenforceable, it will be treated as separate and will not affect the rest of the agreement.
Restrictions
Gift Cards are non-refundable and cannot be exchanged. They also cannot be used to purchase additional Gift Cards.
Gift Cards are sold for a fixed amount and the value cannot be increased after purchase. Please note that amounts cannot be transferred between different Gift Cards.
Governing Law and Jurisdiction
These Terms & Conditions are governed by the laws of England and Wales and are subject to the non-exclusive jurisdiction of the English courts.
If you live in Wales, Scotland, or Northern Ireland, you have the right to bring legal proceedings against us in the courts of your country. Similarly, we may bring proceedings against you in the country where you reside.
Customer Services
For any questions about your order, our products, services, or to raise a complaint, please visit our Contact Us page where you’ll find multiple easy ways to get in touch with us.
For corporate order enquiries, please reach out to our Concierge Department at: accounts@mercatopronto.uk.
Our Details
Mercato Pronto! LTD
Unit 3D, Dreadnought Trading Estate
Bridport, Dorset
DT6 5BU
