Delivery and C&C
SAME-DAY DELIVERY FOR ALL LONDON LOCAL ORDERS PLACED BY 11 AM, NEXT-DAY DELIVERY FOR REST OF LONDON AND NATIONWIDE ORDERS PLACED BY 12PM!
LONDON LOCAL POSTCODES SERVED:
NW1, NW2, NW3, NW6, NW8, NW10, NW11;
all W, incl. WC1 & WC2 except W5, W7, W13;
all SW except SW14, SW20;
The exempt postcodes are served with nationwide next-day service.
Time slot requests are available for all pre-orders:
MORNING (9:00-12:00) | AFTERNOON (13:00-17:00)
Same-day orders will have their time slots assigned individually, subject to orders volumes, delivery time requests and complexity of your order.
LONDON LOCAL DELIVERY CHARGES
£7 | Free for orders £100 and above | No minimum order
Full list of London Local post codes served here.
REST OF LONDON & NATIONWIDE NEXT DAY DELIVERY
FOR ALL ORDERS PLACED BY 12PM
We deliver within UK Mainland
(incl. E, EC, N, NW4, NW5, NW7, NW9, SE, SW14, SW20, W5, W7 and W13, Greater London, England, Wales & Scotland but excludes the Highlands & Islands)
Order before 12pm and it will be delivered to your door via DPD or PackFLeet next day
(or nominated day)
Tuesday – Friday delivery: order by 12pm for next day delivery
(delivered by midday)
Saturday delivery: order before 12pm Friday (delivered by 6pm)
(Our UK delivery service does not operate on Sunday or Monday)
Nationwide Delivery Charges
Tue – Fri | £12.50
Sat | £16.50
Free for orders of £150 and above
No minimum order
Tuesday-Friday by 12:00pm*; Saturday by 6:00pm.
You can select a delivery date at the checkout.
Next day delivery available for orders placed by 12:00pm.
Notification with an estimated delivery time (email and text, where mobile number is provided) is sent upon dispatch, followed by another one on the day of the delivery.
following: eggs, charcoal, crisps, breadsticks, olives.
Full List of UK post codes served here.
Delivery type
LONDON LOCAL
We deliver within the London Local area with the help of electric cargo bikes partner - PediVan.
This is a 100% sustainable, pollution-free solution to ensure quick delivery and a nuisance-free experience for your neighbourhood.
E-mail notification advising that the order is en route is sent upon dispatch. The delivery will usually take place within 2 hours from the dispatch.
At busier times, this may be extended to 4 hours, but you will be advised of that.
The courier company will follow with a text message when the driver is nearer (please make sure the correct mobile number is provided upon ordering).
We now offer two different time windows for all orders placed until 12pm on the day before the delivery date:
MORNING DELIVERY WINDOW (delivered by 12pm)
AFTERNOON DELIVERY WINDOW (delivered between 1pm-5pm)SAME-DAY DELIVERY available for orders placed before 11:00am on the day of delivery.
We will assign the delivery window* to all same-day orders ourselves,
based on the volumes and capacity of our Picking & Packing Team.
*If you have any preferences regarding the time of delivery, please contact us at online@provenancebucther.com or call 07514092770 – we will help you the best we can to assign the preferred delivery time, subject to availability.
Please note during busy or festive times these hours may differ.UK Mainland* including Rest of London and Greater London
*England, Wales, Scotland
**Excluding: Scottish Highlands, Islands, Ireland, Northern Ireland
Orders delivered by DPD.
Tuesday-Friday by 12:00pm; Saturday by 6:00pm.
You can select a delivery date at the checkout.
Notification with an estimated delivery time (email and text, where mobile
number is provided) is sent upon dispatch,
followed by another one on the day of the delivery.
In case of not being at home, DPD offers an option of nominating a neighbour or specifying a safe place via a link in the notification.
If your UK order has not been delivered within the indicated time, in the first instance please enquire with DPD using reference number provided in the notification. When DPD is unable to resolve it, please contact us directly. Although UK orders are packed insulated and with ice packs, immediate refrigeration is also imperative, as the packaging will only guarantee the correct temperature for 24h from the order being packed,
the day prior to delivery. All meat products are suitable for freezing in
original packaging for maximum of 3 months.
Click & Collect
(Queen's Park & Wimbledon - 2:00pm*-6:00pm
Sunday orders can be collected 10:00am-4:00pm
but must be placed by 10:00am on Saturday.Minimum order is £40.00
*PLEASE NOTE: Your order will not be ready for pickup before stated above times as it is freshly prepared and transferred from our production site on the day of collection.
Provenance is an eco conscious company.
We've only used paper carrier bags in our shops, not plastic, since we opened in 2013. We've also worked really hard to source sustainable packaging for our delivery service and researched the best packaging to keep your order at optimal temperature on its journey.
We pack delivery products in either compostable air sealed trays, compostable or recyclable vacuum bags or butchers paper*.
If you have a preference, you can specify
it in the Special Notes Box under each product or at the checkout.
*Please note the sealing film on the trays is not compostable to enable for freezing. Recyclable bags are marked with a blue recyclable sticker. On a rare occasion we might use non-compostable non-recyclable vacuum bags
due to size restrictions of our compostable ones. These are unmarked.
Oven proof trays are recyclable.
Rest of London & UK orders products are mostly vacuum packed for additional longevity,
some may be vacuum packed in trays.
Fragile items are protected with recyclable corrugated sleeves
with some additionally vacuum packed.
London Localorders are delivered in recyclable paper bags or
recyclable carton boxes, depending on the size of the shipment.
Rest of London & UK orders are delivered in recyclable cardboard boxes lined
with biodegradable wool for insulation and reusable and recyclable ice
packs, made from non toxic materials, to ensure your delivery arrives at a safe temperature.
Shelf Life & Storage
We aim to provide our customer with the best quality freshest product at
the longest possible shelf life, within strict Food Safety guidelines.
Our target minimum shelf life for most cuts is 4 days*; some products like
poultry, sausages, burgers and mince - usually 3 days*.
Use by date is stipulated on the label of each product and is determined by
both production and packing dates.
*Please note some products might be delivered with a shorter date,
subject to availability.
Due to the nature of next day delivery Rest of London & UK orders products
result in 1 day shorter shelf life upon delivery.
It is VERY important meat and temperature sensitive products
are refrigerated immediately upon delivery,
ideally at the bottom shelf of the fridge.
the day prior to delivery.
All meat products are suitable for freezing in original packaging
for maximum of 3 months.
Complaints Policy
We always strive to deliver the best quality product and service however,
on a rare occasion, we may fall short. Please submit any feedback or
complaint via email: online@provenancebutcher.com .
We will respond within 24 hours from the receipt of your complaint,
Monday to Saturday. We will endeavour to resolve your complaint within
48h from the complaint acknowledgement and no later than within a week,
depending on the nature of the complaint. Please note in some rare cases
we may have to conclude an investigation that requires longer than 1
week, in which instance we will keep you updated.
If you are unsatisfied with the outcome, we will provide you with details
where you can escalate your complaint.
Customer who feels their complaint has not been resolved after the
escalated stage of this process can forward the complaint to the relevant
independent ombudsman service, details of which will be provided on
request.
T&C
Contact info & opening times
Email: online@provenancebutcher.com
Call: 0751 4092 770
Online customer service office regular opening times: Mon-Sat 7:30am
3:30pm. We are usually closed on Bank Holidays.
Please note our opening times may vary from time to time, and are subject
to change with no notice.
Orders accepted via our website only.
Provenance Village Butcher cannot take responsibility of incorrectly
placed orders, including shipping details and delivery date and
instructions.
Please ensure your orders is correct before checking out.
Orders placed can only be changed under Provenance Village Butcher
discretion, no later than 48 hours prior to the delivery date.
Provenance Village Butcher reserves the right to capture order payments
in full at any point prior to order’s dispatch.
Products and prices are subject to change with no notice.
Delivery times – as stipulated in the London Local and Nationwide
Delivery sections at the top of this page.
Please note: We will endeavour to deliver within these times however,
occasionally the delivery times may vary, subject to traffic and other
unforeseen circumstances.
It is customer’s responsibility to facilitate the receipt of the delivery.
In case we are unable to deliver due to no access, we will attempt to
contact the customer on the telephone number provided. If no contact is
made, the order will be left in one of our shops for collection. The
customer will be notified of the location.
We will accept requests for orders to be left with a neighbour or a
nominated safe place with a prior agreement. Provenance Village Butcher
cannot take responsibility for these orders once delivered.
DPD handles delivery of UK orders.
In case DPD is unable to deliver due to no access and no alternative
delivery option has been chosen via link in the DPD notification, prior to
delivery, order will be returned to DPD depot. Unfortunately, due to the
nature of the shipment, DPD does not offer second delivery attempt.
ETA: we shall provide an estimated time of the delivery upon dispatch;
on some occasions notification might fail to reach the recipient.
We reserve the right to use adequate third party delivery options, as
necessary.
Sunday orders must be placed by 10:00am on Saturday.
Your order will not be ready for pickup before stated above times as it is freshly prepared and transferred from our production site on the day of collection.
Uncollected orders - we will contact customer using contact details provided. If order is not collected within 2 days from the collection date, it will be discarded and no refund will be offered.
Cancellations
Order cancellations must be submitted in writing via email directly to online@provenancebutcher.com , no later than 48 hours prior to delivery date. No other form of cancellation will be accepted.
The cancellation is only deemed as confirmed on the receipt of a respond email from the Provenance Butcher Team.
Refunds are issued under Provenance Village Butcher discretion only.
We will investigate any complaint on an individual basis and endeavour to find the most satisfactory resolution, deemed reasonable by us.
Festive and seasonal T&C may vary.