FAQ’s

Frequently Asked Questions

We’d thought it would be a good idea to list some of the questions we are asked often. If the answer to your question isn’t listed, please feel free to then Contact Us with your query and we’ll respond as quickly as possible.

Updated: Wednesday 1st June 2020

Online Shop

Do I need to create an account to shop here?
I don’t have a PayPal account, do you accept Debit or Credit Cards?
Can I add items that are not listed on your online shop?
How often do you update your stock online?
Can I order through Facebook, Email, or Telephone?
Can I create an account using my Social Media account?
Is there a minimum spend?

Home Delivery

When will my order be delivered?
Can I choose my own date and time for Delivery?
What days can you deliver?
I don’t stay Local, will you still deliver?
Can I order for someone else and have it delivered to them?
Can I leave a Delivery Note with special requests with my order?
Can you text/phone me when my order is being delivered?

Click & Collect

Can I order online and collect it from your shop?
Can I collect my order at any time?
What if I want to add something to my order?
What if I fail to collect my order?

Our Shop in Stenhousemuir

What are your opening times for the shop in Stenhousemuir?
Can I collect my order from the shop?
Where is the shop in Stenhousemuir?

Online Shop

Q. Do I need to create an account to shop here?

Q. I don’t have a PayPal account, do you accept Debit or Credit Cards?

Answer: We have two options when it comes to paying for orders. Our main shop payment gateway ‘Paymentsense’, and ‘Paypal’. If you are using Debit or Credit cards we recommend Paymentsense.

However, Paypal do also provide an option to use debit or credit cards. If you cannot see the ‘Pay By Debit or Credit Card‘ button, but instead only see ‘Pay with PayPal‘ (Blue button) & ‘Create An Account‘ (Grey button), here’s what to try. Click on ‘Cancel and return to R. Brown & Son Butchers‘, then back at your Basket, SelectProceed to Checkout‘. Ensure that the ‘PayPal & Cards‘ option is selected, Check the boxes required, and Click on ‘Proceed to PayPal‘ once more. This should now give you the option to checkout without an account. If this is causing you issues please Contact Us.

Q. Can I add items that are not listed on your online shop?

Answer: At present, we ask kindly that you choose from our products listed on the website. This will undoubtably be a disappointment for some of our regular customers who seek their favourite products but cannot find them for sale online. Be rest assured we’re doing everything we can to widen our product range over time.

Q. How often do you update your stock online?

Answer: We try update and replenish our stock list on a daily basis, and add more products to provide more choice when you order online. We announce stock updates on our Facebook page, and through our Mailing List.

Q. Can I order through Facebook, Email, or telephone?

Answer: We would ask at this time that you use our online ordering system. We can no longer accept orders via Facebook, nor Email – you will not receive a timely response. We can make the odd exception and accept Telephone orders from our customers that do not have access to a computer or Internet.

Q. Can I create an account using my Social Media account?

Answer: Yes you can. We’ve now made it possible to gain all the advantages of an account holder using your social media account. This means you have one less password to remember. You can use a Facebook, Google, or Twitter social media login with our website, with more to be implemented in the future.

If you already have an account with us but you would like to change to using your social media login instead, that’s easily done. If you wish to retain your existing account details, ensure your account with us uses the same email address as your social media login. Once the social login finds your existing account with us, it will merge these accounts and update to use your social login.

You can withdraw consent to use the social media login at any time, either from within the account settings of your platform, or get in touch and we’ll be happy to remove this feature from your account for you.
For more information about what data is collected and how we use it, please read our Privacy Policy.

Q. Is there a minimum spend?

Answer: At the moment both Yes & No. There is no minimum spend if you want to Click & Collect your order from the shop. If you require Home Delivery there is currently a minimum spend of £20.00 for most delivery areas, though areas more local to the shop have a slightly reduced minimum of £15.00.

Delivery

Q. When will my order be delivered?

Answer: Your Delivery confirmation email has ‘Instructions’ that details what day you can expect home delivery. Also, for your reference before you place an order, on the front page of this site and on the Checkout page, there is a coloured box with details of the next available slots for home delivery and Click & Collect. Please go by the information shown, that is when you should expect to receive or collect your order, depending on what ‘shipping’ method you select at checkout. The cutoff point for ordering, when the slots change, is midnight every day.

If you have selected home delivery and your order has not appeared on the day specified in your confirmation email, you should Contact Us as soon as possible for an update.

Q. Can I choose my own date and time for Delivery?

Answer: Currently no, however, we hope to bring this function to you in the not-so-distant future.

Q. What days can you deliver?

Answer: Currently, and for the foreseeable future our home delivery days are as follows:

Home Delivery Days:
Tuesday 9am to 2pm
Thursday 9am to 2pm
Saturday 9am to 1pm

Q. I don’t stay Local, will you still deliver?

Answer: We’re sorry, but unless you are within our delivery zone we cannot offer home-delivery at this present time. If you are near to any of our Distribution Outlet stores, perhaps you can request they order on your behalf and we can deliver your order there, but only when they place an order and receive stock.

Q. Can I order for someone else and have it delivered to them?

Answer: Absolutely! At the checkout, tick ‘Deliver to Different Address’ and fill in the delivery details you require the order to be sent to.

Q. Can I leave a Delivery Note with my order?

Answer: Yes you can, but please keep your requests relating to the delivery of your order. If you think our driver may struggle to find you, please give additional information that may assist with your order.

Q. Can you text/phone me when my order is being delivered?

Answer: At present we do not have this facility in-place, and with the volume of orders we’re processing currently, and with limited staff, we just don’t have the resources to do this right now, but we are developing things all the time so hopefully we can offer this soon.

Click & Collect

Q. Can I order online and collect it from your shop?

Answer: Yes we have our very own Click & Collect service. Select Click & Collect from Shop at Checkout for this option, otherwise Delivery is the only other option available.

Q. Can I collect my order at any time?

Answer: Unfortunately not at this time, sorry. Please note the Collection instructions when you place your order. These instructions are detailed in your order confirmation email, and in the coloured info boxes on the front page and at checkout.

All collections must be made from 11:00am on the following days:
Monday – Wednesday – Friday

Q. What if I want to add something to my order?

Answer: If you’ve placed an online order for collection and you wish to add something to your order after it’s been processed, please simply ask within the shop when you visit to collect your order for whatever product you wish to add.

Q. What if I fail to collect my order?

Answer: Don’t panic. Give us a call at the shop and we’ll do our best to make alternative arrangements for you to receive your order.

Our Shop in Stenhousemuir

Q. What are your opening times for the shop in Stenhousemuir?

Answer: Due to the ongoing Covid-19 pandemic we are operating a reduced door policy. We hope to open our doors to the public fully at the earliest possible time, but only when it is regarded as safe to do so. Our current opening hours for the shop in Stenhousemuir are:

Current Shop Opening Hours:
Monday 9am – 4pm
Tuesday 9am – 4pm
Wednesday 9am – 4pm
Thursday 9am – 4pm
Friday 9am – 4pm
Saturday 9am – 4pm

Q. Can I collect my order from the shop?

Answer: Yes you can as we now offer Click & Collect. Simply place your order online and select to Collect on the next available slot, as detailed in the website notice. on the front page, and within the order confirmation email you receive. Our current shop opening hours are mentioned above.

Q. Where is the shop in Stenhousemuir?

Answer: If you have a look at Visit Our Shop you can see exactly where we are in Stenhousemuir, including full address details, and even a virtual tour of the shop.