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Order Confirmation

When you place an order, please check your confirmation email for any address issues and let us know immediately if any amendments are needed. If you foresee any issues with your delivery, please contact us at info@provisionslondon.co.uk

 


Delivery Methods

We offer different delivery options :

  • Local delivery with Stuart for London-based customers within a 5km radius of our Hackney store (E2 7SJ).
  • London delivery via Packfleet for addresses within N25.
  • Nationwide shipping via DHL for the rest of Great Britain.
  • Pick-up at our Hackney or Holloway stores in London.

 

Pickup in Store

You can choose to pick up your order at a time and date that suits you via our website.

  • Enter your postcode at checkout and select the pick-up option.
  • Your order will be ready at the chosen time, simply give your name to a team member upon arrival !
  • Collection from our London shops is free and available during opening hours.

 

Local Delivery (Stuart)

We partner with Stuart for local deliveries from our Hackney Road shop (308 Hackney Road, E2 7SJ).

  • Coverage : 5km around E2 7SJ.
  • Pricing :  Automatically calculated by Stuart based on the delivery distance.
  • Timing : Orders are prepared and dispatched a minimum of 2 hours after being placed.
  • Receiving Your Order : The driver will call upon arrival. If you do not answer or provide instructions, the order will not be left outside. If returned, you will need to repay for re-delivery.
  • Refunds : We do not refund fresh products that are returned due to failed delivery attempts.
  • Confirmation : A photo confirmation will be sent once the delivery is completed.
  • Availability : Stuart deliveries can be arranged during our opening hours until 8 PM.
  • Free Shipping : Orders over £100 for free delivery.

 

London Delivery (Packfleet)

We use Packfleet for deliveries within N25, shipping from our Hackney Road store (308 Hackney Road, E2 7SJ).

  • Pricing : Automatically calculated based on distance.
  • Timing : Delivery takes 1-2 working days.
  • Tracking : You will receive a Packfleet tracking link once your order is on its way.
  • Shipping Days : Monday to Friday.
  • Customer Responsibility : Once dispatched, it is the customer's responsibility to monitor delivery notifications and ensure availability.
  • Failed Deliveries : If a delivery is returned due to unavailability, re-delivery fees may apply.
  • No Refunds : Fresh products returned due to failed delivery cannot be refunded.
  • Delivery Disclaimer : As we use third-party couriers, we cannot guarantee exact arrival dates. We will do our best to meet your preferred delivery time.

 

UK Nationwide Shipping (DHL)

For nationwide orders, we use DHL via Packfleet from our Hackney Road store (308 Hackney Road, E2 7SJ).

  • Pricing : Automatically calculated based on shipping address.
  • Timing : Delivery takes 1-2 working days.
  • Tracking : You will receive a DHL tracking link once your order is shipped.
  • Packaging : Orders are packed using WoolCool liners and ice packs for temperature control.
  • Shipping Days : Monday to Thursday.
  • Customer Responsibility : Once in transit, customers must monitor their delivery notifications.
  • Failed Deliveries : If an order is returned due to non-availability, re-delivery fees may apply.
  • No Refunds : Fresh products returned due to failed delivery cannot be refunded.
  • Delivery Disclaimer : While we aim to meet your requested delivery time, third-party courier delays may occur.
  • Free Shipping : Orders over £150 for free delivery.

 


Returns

Refunds are not available for fresh products that have been cut, portioned, or sliced if not collected on the selected day or if a scheduled delivery is missed. Refunds for uncollected dry orders are issued after 31 days.

Returns are only accepted for faulty wines. If you believe a wine is faulty, please return it to the store within 24 hours for a possible refund. Alternatively, if the issue is visible (e.g., oxidation), you may send us a photo for assessment at info@provisionslondon.co.uk. Please note that we do not offer refunds for wines that do not suit personal taste preferences or whose characteristics are inherent to the winemaking style of the producer.

However, we will always do our best to accommodate. Should there be an issue with an order, we will try to find a suitable solution.

 

Damaged ans Issues

Please inspect your order upon reception and contact us by email immediately if the item is damaged. If you receive the wrong item, please get in touch by sending us an email and we will arrange a replacement for you.

For fresh products, we advise our customers to unpack their products on arrival and put them in a fridge. If there is a quality concern with your product, please contact us at info@provisionslondon.co.uk so we can assess the issue.

Some wine or cheese may smell or taste different than what you are used to, for they are alive and have not been treated or chemically treated. If you are unsure and would like some guidance, we encourage you to contact us by email in order for us to find out what wine/food would best suit you or the person you are sending products to.

If you have any doubt about the quality or the look of a product, we may ask you to take a picture of the product for us to review.