FAQ's & Troubleshooting
Troubleshooting
Q - I’m having troubles using your website...
Please try clearing cookies and cache in your browser (or Ctrl+F5)
Q - I’m having troubles using your website...
Please try clearing cookies and cache in your browser (or Ctrl+F5)
Q - I can’t add a product to my cart?
Some products are of limited availability, some may require additional notice for ordering and some are date restricted, in which case it will be noted in the product’s description. On a rare occasion quantities might just need adjusting on our website – please drop us an email or call us, we’ll be happy to confirm availability and amend your order, if need be.
Some products are of limited availability, some may require additional notice for ordering and some are date restricted, in which case it will be noted in the product’s description. On a rare occasion quantities might just need adjusting on our website – please drop us an email or call us, we’ll be happy to confirm availability and amend your order, if need be.
Q- It does not allow me to checkout (from the cart) ?
Please enter your post code in capitals with a space between 2 parts of the
post code, i.e. NW10(space)6QN.
Please ensure we deliver to your area by checking your post code is on
our UK or London post codes list.
Click & Collect orders - please ensure your basket is £20 or above.
Please enter your post code in capitals with a space between 2 parts of the
post code, i.e. NW10(space)6QN.
Please ensure we deliver to your area by checking your post code is on
our UK or London post codes list.
Click & Collect orders - please ensure your basket is £20 or above.
Q - It says you don’t deliver to my post code?
Please check your post code is within our UK or London post codes list. If it is or you believe it should be, please contact us and we will happily
review it.
Please check your post code is within our UK or London post codes list. If it is or you believe it should be, please contact us and we will happily
review it.
Q - Date for delivery is not available on the calendar...
Cut off point for London Local same day delivery is 10:00am and for Rest of London and UK next day delivery 12:00pm. We do not deliver in London on Sundays and not on
Mondays and Sundays within UK.
Some products are date restricted, i.e. bread. Please check you do not have these products in your cart – information available in the product
description.
Your chosen date might be full. We have limited daily delivery slots.
Although we always try to extend these according to demand, some busy periods might reach capacity. You can always contact us to double check
availability.
Cut off point for London Local same day delivery is 10:00am and for Rest of London and UK next day delivery 12:00pm. We do not deliver in London on Sundays and not on
Mondays and Sundays within UK.
Some products are date restricted, i.e. bread. Please check you do not have these products in your cart – information available in the product
description.
Your chosen date might be full. We have limited daily delivery slots.
Although we always try to extend these according to demand, some busy periods might reach capacity. You can always contact us to double check
availability.
Q -I can’t proceed to Delivery Method page at the checkout...
Please ensure all required details are provided on the information page.
Please check your post code is correct and matches the one you used to check out with, in the cart section.
Please ensure all required details are provided on the information page.
Please check your post code is correct and matches the one you used to check out with, in the cart section.
Q -A warning message comes up that does not apply to my order
and it does not allow me to check out?
Although we’re constantly working on improving and customising our
website, at times an automated notification is generated by the platform,
content of which may not necessarily be correct. However, it means
something has gone wrong and your order or information provided must
be reviewed.
Please try to apply other troubleshooting solutions listed here.
and it does not allow me to check out?
Although we’re constantly working on improving and customising our
website, at times an automated notification is generated by the platform,
content of which may not necessarily be correct. However, it means
something has gone wrong and your order or information provided must
be reviewed.
Please try to apply other troubleshooting solutions listed here.
Q -Why am I being charged a delivery fee?
Ensuring a successful and fast delivery to your door and providing safe, sustainable packaging is not cheap and whilst we would love to offer a free service, we need to share the cost.
Please refer to delivery charges outlined
in London Local and Rest of London & UK Delivery sections.
Ensuring a successful and fast delivery to your door and providing safe, sustainable packaging is not cheap and whilst we would love to offer a free service, we need to share the cost.
Please refer to delivery charges outlined
in London Local and Rest of London & UK Delivery sections.
Q -I’m being charged higher delivery fee than expected...
At times, when using a discount code, your order may fall into a higher delivery charge threshold, after the discount has been applied. If this is the case, please contact us and we will happily review whether we can adjust the amount we charge your order at accordingly.
Q -My payment is not being accepted
Payment method accepted: all major cards, except Diners Club; PayPal,
GooglePay, ShopPay, ApplePay(on Apple devices).
Please ensure your billing details are correct
in line with your payment method.
If all above checks out, please contact your bank.
Q -My discount code does not work
Please ensure you’re using the correct discount code, within its expiry
date and check out with an email address it was sent/applied to.
Some discount codes are not valid in conjunction with other promotions or for festive orders.
Q- I did not get my order confirmation email
Please check your spam/junk folder of the email account used at the
checkout.
Please check your spam/junk folder of the email account used at the
checkout.
Q- I did not get an ETA notification
Estimated delivery time window is sent on the day of delivery. You will find
detailed information in the Delivery type section of this page.
Please check your spam/junk folder of the email account used at the
checkout.
Text notification is only sent if your correct mobile number has been
provided at the checkout.
Estimated delivery time window is sent on the day of delivery. You will find
detailed information in the Delivery type section of this page.
Please check your spam/junk folder of the email account used at the
checkout.
Text notification is only sent if your correct mobile number has been
provided at the checkout.
Q- I will not be home at the time of delivery
London Local deliveries – please call us. We will do our best to make alternative
arrangements. Please note on a rare occasion, we might not be able to,
due to logistical restrictions.
Rest of London & UK deliveries – please use a link provided in the DPD delivery notification
to nominate a neighbour or specify a safe place to leave your order in.
London Local deliveries – please call us. We will do our best to make alternative
arrangements. Please note on a rare occasion, we might not be able to,
due to logistical restrictions.
Rest of London & UK deliveries – please use a link provided in the DPD delivery notification
to nominate a neighbour or specify a safe place to leave your order in.
Q -I want to change my order or delivery date
Once order is placed, unfortunately you are unable to change it via our
website. However, we are more than happy to change it for you with a
sufficient notice provided. Please note orders cannot be amended after
dispatch.
Once order is placed, unfortunately you are unable to change it via our
website. However, we are more than happy to change it for you with a
sufficient notice provided. Please note orders cannot be amended after
dispatch.
Q- I cancelled my order but did not get a refund
In most cases, when order is cancelled, the payment has not been
captured yet, meaning it has only been authorised and it’s in your pending
transactions. Hence there is no need for a refund as the money will be
automatically moved back to your account by your bank.
In most cases, when order is cancelled, the payment has not been
captured yet, meaning it has only been authorised and it’s in your pending
transactions. Hence there is no need for a refund as the money will be
automatically moved back to your account by your bank.
Q -My order is missing some items
Please check the total weight of the product, at times cuts may be bigger
resulting in less pieces but overall weight being as ordered.
Please also check the quantity number on the label as sometimes multiple
pieces of the same product are packed together.
Otherwise please contact us and we will find the best possible resolution.
Please check the total weight of the product, at times cuts may be bigger
resulting in less pieces but overall weight being as ordered.
Please also check the quantity number on the label as sometimes multiple
pieces of the same product are packed together.
Otherwise please contact us and we will find the best possible resolution.
Q- I did not receive my order on the day it was scheduled
Please check delivery date and shipping details in your order confirmation
email.
Please check if your order hasn’t been received by other household
member, been delivered to a neighbour or left in a safe place. The last 2
eventualities would only occur if requested by customer.
Rest of London & UK orders – in the first instance please check with DPD using the link in
their notifications. When this fails please contact us directly.
London Local orders – please contact us directly.
Please check delivery date and shipping details in your order confirmation
email.
Please check if your order hasn’t been received by other household
member, been delivered to a neighbour or left in a safe place. The last 2
eventualities would only occur if requested by customer.
Rest of London & UK orders – in the first instance please check with DPD using the link in
their notifications. When this fails please contact us directly.
London Local orders – please contact us directly.
If you have not found an answer above, please contact us:
email online@provenancebutcher.com or call 0751 4092 770
Monday to Saturday 7:30am-3:30pm.
email online@provenancebutcher.com or call 0751 4092 770
Monday to Saturday 7:30am-3:30pm.