Our customer care team operates during the following hours:
Emails are monitored outside these hours for urgent matters, and we aim to provide all responses within 24 hours. To save time please provide your order number along with details of your email so we can assist you promptly.
“On Hold” simply means that we have received your order and it is currently being processed. Once the order is dispatched, the status will update to Completed.
Yes, we offer online gift vouchers that can be used at checkout. Once payment is received, we will provide a voucher code linked to the recipient’s email address. Please contact our support team for further information.
The NEW20 discount code only applies to non-sale items. If your basket contains items already on sale, the discount will not apply to those products.
We love hearing from our customers! If you enjoyed your order, you could leave a review on Trustpilot, which helps others discover our products and services.
Link: https://uk.trustpilot.com/review/thevillagebutchers.co.uk
All halal status, grass-fed information, and country of origin is displayed on each product page on our website. Contact a member of our team for information on items that do not have a badge indicating this information.
If something is missing, please contact us with your order number and a photo of the packing sheet included in your parcel. We will investigate the packing records and resolve the issue by either sending the missing item or issuing you with a credit, which you can redeem on your next order.
Due to the perishable nature of our products, we are unable to offer refunds once an order has been prepared or dispatched.
You can change your delivery date or cancel your order free of charge up to 48 hours before the scheduled dispatch. If you cancel within this window, you can receive a full refund.
After 48 hours we can no longer offer a refund. However, we can either reschedule your delivery date or issue you a credit note for the full amount, which you can use on a future order.
Please note that perishable food items are exempt from the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013.
If an item is unavailable at the time of dispatch, we will issue a credit coupon for the value of the item. You will receive an email from our support team about this update. This coupon can be used on your next order at checkout.
Yes, you can often add items to your existing order;
To add items, please contact our team as soon as possible so we can arrange this for you.
If you are located near us your order might be delivered using one of our own vehicles. Our system automatically sends a next-day delivery email because most orders are shipped with DPD, however, this would not impact your delivery. In Addition, you will receive an email from our support team with details regarding your delivery.
Due to circumstances out of our control, it is possible that you can incur a delay with DPD, in most cases they will deliver the following day. You will receive an email from DPD to notify you of the delay and using your tracking information you will be notified of the one-hour time slot once this information has been updated. Our packaging is designed to keep items fresh and chilled for up to 60 hours in transit so your items will not be affected. If your order has not arrived within this timeframe, or you have any further concerns please contact us and we can happily assist you. Please note that if any orders are delivered past this timeframe we will issue you with a replacement at your preferred date.
we recommend selecting a delivery date at least 48 hours in advance of your required date to allow for any unforeseen delays.
Vacuum-packed items can sometimes release a temporary smell when first opened. This is caused by natural gases trapped during the packaging process and usually disappears after 5 minutes of airing.
The vacuum sealing may also occasionally cause a slight temporary discolouration of the product. This is normal and typically fades once the item is removed from the packaging and exposed to air.
If the smell persists, or if you have any concerns about the appearance of the product within 48 hours of delivery, please contact us with clear photos so we can investigate promptly.
Don’t worry, this is very common with vacuum-packed meat.
The vacuum-sealing process compress the meat to keep it fresh, which can make portions appear flatter or smaller than they actually are. Once opened and allowed to rest for a few minutes, the meat relaxes and returns closer to its natural shape.
All our meat is cut to precise weight, so you always receive the exact amount you ordered. If you ever have concerns about the size or appearance, please send us a photo and we’ll be happy to help.
When minced beef, burgers, or steaks turn brown in vacuum packaging, it’s mainly due to the lack of oxygen during packing and transit, not spoilage.
As long as there is no unpleasant smell and the product is within its use-by date, the meat is still fresh and perfectly safe to eat.
Vacuum-packed meat can sometimes look darker in colour, but lasts longer and stays fresher because the reduced oxygen slows down spoilage.
If you left items in your basket before completing checkout, our system may still send an automatic reminder email even after your order has been placed.
If you have received an order confirmation email with your order number, rest assured your order has been successfully received and is being processed.
Contact a member of our team on support@thevillagebutchers.co.uk. Our team would be happy to assist you with any questions or problems about your order.
Please contact our support team at support@thevillagebutchers.co.uk, who will be happy to assist you.
You will be asked to provide your order number, along with any supporting evidence relating to your query.
Please do not dispose of any items until you have been advised by our support team, as you may be required to return them for assessment before a refund can be processed.
We will aim to either replace any unsatisfactory items or issue a credit note for use on your next order.
If your parcel has been stolen after it has been delivered, we require that you report the incident to the police and obtain a crime reference number.
Once we receive the crime reference number, we can arrange either a replacement or a credit note that you can use on your next order.
If you have any questions, please contact our support team.
If you are not going to be available at the time of delivery, you can manage your delivery preferences once you receive your tracking details. Through DPD, you will have the option to arrange alternative delivery instructions, such as leaving your parcel in a safe place or with a neighbour.
Please note that once your order has been dispatched, we are unable to change the delivery address.
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