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HELP CENTRE

Store Country, Language & Currency Options

Why does choosing the right ‘country’ matter?

When you use our site, we will automatically attempt to detect the country that you are in, and set a number of options, including your delivery country, from which we will ensure that you see country specific pricing across the site. If we are unable to detect your country (for example because your browser blocks this) then the default option of the United Kingdom will be selected. You can change this manually using the site options tool, that floats on the left of your screen. Prices for products vary from country to country, however even if the wrong country has been selected, you can change this at checkout and you will be ALWAYS see the correct country pricing before you check your order out.

Why does it say a product is ‘not available in’ my country?

We work with our producer community to make their products available for delivery in as many of the countries as possible, however there are some items that are not available for delivery to some areas. We’re looking at ways to overcome this, but right now we’re sorry if we cannot deliver the product you love to your country.

Order Related Questions

How do I cancel and order?

Subject to our Terms of Sale and Returns Policy should you wish to cancel an order after it has been placed, but prior to dispatch, please contact our Customer Care Team here who will be able to help.

What if I have an issue with my order?

If you have any issues with your order after you have purchased it from Provenance Hub you can contact our Customer Care team directly by clicking here. We manage all customer services in-house and you’ll get through to a real person who can try to solve your issue.

How do I return an order?

Our Returns Policy contains all of the information about returns. To request to return an item please contact our Customer Care Team here.

Who is my contract of sale with?

Your contract of sale is with Provenance Hub. We’re not a marketplace, meaning that we are responsible for all payment, warrantee and customer service.

Delivery related Questions

How do I track my order?

Edit FAQ Switch to draft Preview Preview(opens in a new tab) Update Add title How do I track my order? You can view your order, track order status and delivery information from the My Account area of our website.

How long does delivery take?

Our Flexi-Direct delivery takes between 3-5 working days from the day after your place your order. Please note though that due to the current situation relating to Covid-19 delivery may take longer – especially for orders containing cross-border shipments. In these uncertain times we are working with our producers and our delivery network to get orders delivered with minimal delays. If your order is urgent, then we recommend you don’t place an order at this time. We appreciate your patience and understanding.

What does CO2 offsetting mean?

Every time you purchase an item on Provenance Hub, we balance out the carbon emissions from its delivery by creating an equal positive environmental impact. You can read more about how we do this here.

CONTACT US

CALL

Call us on +44 203 920 7800 Monday to Friday between 10am and 4pm GMT. We currently only offer telephone support in English. If you need help in other languages, please use our Live Chat or Email support options

EMAIL

Email our multilingual customer services team via:

[email protected]

We aim to reply to all emails within one working day, although usually within 4 hours.

 

LIVE CHAT

The easiest way to contact us is via our live chat service. Simply login to your account and click the 'Live Chat' button in the bottom right hand corner of your screen. You must be logged into you customer account to use this service.