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"

Loyalty Program

Every $1 spent in-store or online at The Providore earns you 1 loyalty point. You may then convert your accumulated points and redeem exclusive rewards at our outlets.

Convert your accumulated points and redeem exclusive rewards at our outlets:

-         Complimentary birthday cake during your birthday month

-         200 points =$10 dining voucher

-         300 points =A glass of red or white wine at our cafes

-         400 points =One main dish from our Tangs Café

-         400 points =A cheese or deli platter from our Mandarin Gallery or Downtown Gallery outlets

-         600 points =A tea gift set from The Providore Downtown Gallery (worth $65)

-         800 points =One bottle of Champagne Virginie T Brut (worth $89)

You may sign up for TheProvidore Loyalty Program through the widget on the right side of the screen,or through loyalty.theprovidore.com.

To ensure points will becredited correctly after your online purchase, please make sure that the emailaddresses used are the same for both the Loyalty Program and Online Storeaccounts.

Once you have signed up fora Loyalty Program account, log in to The Providore Online Store and shop away!

To ensure points are credited correctly after your online purchase, please make sure that the email addresses used are the same for both the Loyalty Program and Online Store accounts. You will have to log in to our Online Store prior to checkout, and your earned points should be credited within 1 to 3 working days.

Points will not be able to be credited if the email addresses used for your Loyalty Program and Online Store account are different. To address this issue, you may write to us at https://theprovidore.com/loyalty-help/ and we will get it sorted.

Loyalty points earned will take approximately 1 to 3 working days to be credited into your account. You may log in to your loyalty account at loyalty.theprovidore.com to check on your point balance.

Rewards redemptions are currently only available at our physical outlets.

Simply log in to your account at loyalty.theprovidore.com to redeem and approach any of our staff members instore to redeem the reward.

We will not be able to add points for past transactions on the online shop. Do write in to us here should you need help with any missing points:https://theprovidore.com/loyalty-help/

All points issued have a validity period of 6 months, so be sure to redeem your rewards before they expire!

Points earned are strictly not exchangeable for cash and can only be used to redeem rewards across our stores.

Points credited for cancelled/refunded orders or products will be subtracted from your points total.

You may write in to our loyalty helpdesk at https://theprovidore.com/loyalty-help/ and we will be in touch within 3 working days.

Return/Refunds

Refund Policy Goods sold are non-refundable and non-exchangeable; however our goods do come with guarantees that cannot be excluded under the Consumer Protection (Fair Trading) Act (CPTFA). In the event of a major fault or failure, please contact us at hello@theprovidore.com within 7 days of receipt of your product. There are no strictly no exchanges for goods which are alcoholic or perishable in nature.

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.