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Delivery

 

 

WE NOW DELIVER NATIONWIDE!
We are excited to announce that we now deliver within UK Mainland
(inc- England, Wales & Scotland but excludes the Highlands & Islands)
Order before 12pm and it will be delivered to your door via DPD 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
Charges Tues – Fri 
Min order is £30 
Orders under £50 is £10
Over £50 is FREE

Saturday Charges 
Min order is £30
Orders under £50 is £15
Orders £50 - £100 is £10
Over £100 is FREE
Orders delivered by DPD
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.
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
Please note: all products are available for UK delivery apart from the
following: eggs, charcoal, crisps, breadsticks, olives.
List of UK post codes served
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LONDON SAME DAY DELIVERY
Our London delivery service remains the same!
Same day delivery for orders received before 10.00am (excl. Sun)
London Delivery Charge
Min order is £30
Orders under £50 is £5
Orders above £50 is FREE
Delivery time
Your order will be delivered on the date selected by you at the checkout, usually between 10:00am and 6:00pm. In the morning you will receive a notification with an estimated 2 hour delivery window, followed by another one with a tracking link when the driver is nearer.
List of London post codes served
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Delivery type
LONDON
We deliver within entire London (incl. TW1, TW2, TW8, TW9)
in our refrigerated vans.
Notification is sent in the morning (email and text, where mobile number is provided) with an estimated 2h delivery widow, followed by another one
with a tracking link when the driver is nearer.
Selected post codes orders are delivered by e-cargobikes
in line with Provenance’s eco conscious ethos.
Bikes are equipped with thermo lined cargo boxes and thermal eutectic
plates (ice packs) to ensure safe temperature of delivery.
Email notification is sent upon dispatch, usually by 12:00pm,
with an estimated 2h delivery window and a tracking link.
London orders are usually delivered between 10:00am-6:00pm*. You can
select a delivery date at the checkout.
Same day delivery available for
orders placed before 10:00am.
*Please note during busy times these times may differ.
-
UK Mainland* including Greater London
*England, Wales and 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.
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.

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.

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Packaging
Provenance is an eco conscious company.
We pack products in either compostable air sealed trays, compostable 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. On a rare occasion we might use non-compostable vacuum bags
due to size restrictions of our compostable ones.
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 orders are delivered in recyclable paper bags or
recyclable carton boxes, depending on the size of the shipment.
UK orders are delivered in recyclable cardboard boxes lined
with 
biodegradable wool for insulation and reusable and recyclable ice
packs to ensure your delivery arrives at a safe temperature.
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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 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.
 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.
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Troubleshooting
 Q - I’m having troubles using your website...
Please try clearing cookies and cache in your browser (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.
 Q- It does not allow me to checkout (from the cart) ?
Please ensure your order is of a minimum of £30.
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. 
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.
Q - Date for delivery is not available on the calendar...
Cut off point for London same day delivery is 10:00am and for 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.
If using a discount code, please ensure your order’s total is of a minimum
of £30 after the discount is applied.
 
Q - I can’t proceed to Payment page at the checkout?
If using a discount code, please ensure your order’s total is of a minimum
of £30 after the discount is applied.
 
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.
Q -Why am I being charged a delivery fee?
We offer free delivery service whenever possible however, to be able to
provide best quality product and service, we must factor in often high
logistics costs. Therefore, orders under £50 carry a delivery fee; UK
Saturday orders are significantly more expensive to deliver hence the
higher £100 free delivery threshold.
Please refer to delivery charges outlined
in London and Nationwide 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. 
Q- I did not get my order confirmation email
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.
 
Q- I will not be home at the time of delivery
London 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.
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.
 
Q- I cancelled my order but did not get a refund
In most cases, when order is cancelled, the payment has still not been
captured, 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. 
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.
UK orders – in the first instance please check with DPD using the link in
their notifications. When this fails please contact us directly.
London 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 8:30am-4:30pm.
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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.
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T&C
Contact info & opening times
Email: online@provenancebutcher.com 
Call: 0751 4092 770
Online customer service office regular opening times: Mon-Sat 8:30am
4:30pm. 
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
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
Delivery times – as stipulated in the London 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.
We do not offer delivery time slots.
It is customer’s responsibility to facilitate the receipt of the delivery.
LONDON
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.
UK
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.
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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.
*Provenance Village Butcher reserves the right to change Terms and Conditions without notice upon public posting*