Frequently Asked Questions

Dive into this section for all answers to all your frequently asked questions

General

You can register your account upon check out by clicking on the Create an account checkbox after providing your contact, billing and shipping information. For registered users, log in using your username and password. On check out, your saved contact, billing and shipping information will be used. Afterwards, you can choose to pay either through Credit Card, Apple Pay, Google Pay or Shopify Pay. 

Once you have received an email notifying that the order is being processed, it is not possible to cancel or stop the shipment. You can email hello@theprovidore.com for more information regarding your order.

Shipping

Our online store logistics are provided by out in-house fleet for most of the goods sent to you. We reserve the right to change, alter, modify the logistic provider dependent on your chosen mode of shipping, type of goods being purchased and/or availability of our fleet.

Delivery times depend on your chosen/date. As a general guide:

Standard Delivery (5 to 7 working days) Next Day Delivery (subject to chosen delivery window)

The stated delivery period is an estimate; and we are unable to guarantee the exact shipping date and/or time which largely dependent on several factors. 

In the event of unforseen circumstances leading to a late delivery, please get in touch with us at hello@theprovidore.com and we will do our utmost to resolve the issue with you.

We strive to deliver to all of Singapore except for restricted areas such as/but limited to: military sites, outlaying islands and/or sites where security clearance is required.

We strive to make sure this never happens but in the event that it does, kindly drop us an email at hello@theprovidore.com with a note on the issue and we'll do our best to rectify it.

Enjoy FREE delivery when you spend a minimum of $150.

For orders below $150:

- Standard Delivery: $10 onwards, depending on weight

- Express Delivery: $25 onwards, depending on weight

- Self Collection: Free (See Self Collection section below for more info)

You may choose to self-collect your online order upon checkout, at the following The Providore outlets:

- The Providore Warehouse (Daily, 10am to 5pm)

- The Providore Downtown (Mon - Fri, 9am to 9pm | Sat,Sun - 10am to 5pm)

You will receive a 6 digit pin along with your order confirmation. Please present this PIN along with some form of identification (or with a letter of authorization) to pick up your order at our outlets. We kindly ask that you adhere to your chosen pickup timings.

Payments

Our payment gateway is Shopify Pay which is powered by Stripe. You may pay with your credit card (Visa, Mastercard, American Express) as well as Apple Pay and Google Pay.

If your order is accepted and authorised, payment will occur immediately, and you will receive and notimated email confirming that your order has been successful.

The descriptor for your purchase on your credit card payment is "TheProvidoreEshop"

Return/Refunds

Goods sold are non-refundable; however our goods do come with guarantees that cannot be excluded under the Consumer Protection (Fair Trading) Act (CPTFA). You are entitled to a replacement for a major fault or failure. You also entitled to have the goods replaced If the goods fail to be of acceptable quality. There are no exchanges for goods which are alcoholic or perishable in nature.

Please do contact us within 7 days of receipt of your product if you find any major fault or failure at hello@theprovidore.com.

Technical Help

Click the "Forgot your Password?" link below the login form and follow the directions.

If you forgot your username or email address that you used for your account, kindly email us at hello@theprovidore.com for assistance.

We encourage customers to create an account whilst shopping with us.

Should you already have an account, simply login in and check your order with us.

If you did not choose to create an account upon checkout, you may still do so with the same email address that you previously placed your order with.

Should you have any further queries, please contact us at hello@theprovidore.com

Everything else

If you're having trouble with the website we'd suggest you try the following:

1) Delete your cookies / Clear browser cache

2) Restart your browser

3) If the problem persists, contact us at hello@theprovidore.com with details of the issue and we will strive to get it resolved.