Delivery and collection conditions
Delivery in Crete
Deliveries are handled by DHL throughout Crete.
The price of delivery depends on the customer’s exact address, and is automatically displayed when the order is placed, before payment.
Orders are dispatched within 2 working days of validation.
A confirmation e-mail with the DHL tracking number will be sent to you immediately after shipment.
In the event of absence at the time of delivery, it is the customer’s responsibility to contact DHL directly to arrange a new delivery slot.
Certain sensitive products (cheese, cold meats, fresh produce, etc.) may require refrigerated transport. In this case, delivery costs are higher.
Collection by appointment
You can choose to collect your order from our collection point near Rethymno, by appointment only.
The exact address of the pick-up location is communicated after validation of the order.
Pick-up is available from the day after the order, within a 30-minute time slot agreed with our team.
The date and time of collection are specified in the order confirmation e-mail.
If you wish to change this time slot, simply contact us via WhatsApp, Viber or e-mail. Together, we’ll find a new time slot to suit our respective availability.
Products and storage
All our products are stored and prepared under optimum preservation conditions, according to their nature.
Cheese and other fresh produce are vacuum-packed or packaged in food-safe containers suitable for transport.
We remind you that these packages are designed for transport, not for prolonged storage.
Thus, if the customer does not collect his order at the agreed time, Terralya cannot guarantee the same quality of preservation beyond the agreed time.
It is advisable to bring suitable insulated packaging with you when collecting your order, especially in hot weather.
In case of error or problem
Terralya makes every effort to guarantee the quality, freshness and precision of every order.
Despite all the care we take, sometimes a mistake or an oversight can occur.
If this is the case, don’t hesitate to contact us via WhatsApp, Viber or e-mail: we’ll find a fast and appropriate solution.