FAQs

GENERAL

What days are you open?

Tuesday - Saturday, 10am - 5pm

Sunday - Monday - Closed

How do I get to your store?

Tram - Take route 57 from Flinders Street to West Maribyrnong and get off at stop 35. We are then less than a minute walk.

Train - The Ascot Vale Railway station (Craigieburn Line) is an 8 minute walk to the store from the station.

Parking - Lots of street parking in Union Road. (Free for 90 mins)

What’s the difference between ‘plant-based’ and ‘vegan’?

A plant-based diet is a diet based on whole plant foods including vegetables, fruits, whole grains, beans, nuts, and seeds. While a vegan diet is a diet that excludes all animal-derived foods (including things like honey), but does not necessarily emphasise whole plant foods. For example, soft drink and some cereals may be ‘vegan’, but they are not whole food plant based foods. 

I am interested in a plant based diet but I am gluten intolerant. Do you have Gluten-Free products?

We have a wide range of yummy GF products. You can view all our gluten-free range on the website.

I am on a FODMAP diet, do you have anything that will be suitable? 

Yes we have products that have no onion or garlic. Just use the search bar and enter the tag Onion Free or Garlic Free to see what products are available. 

How can I sign up to the Kynd Community emails?

All you need to do is enter your email address under  ‘Join the Kynd Community’ on the Home Page and click the ‘Subscribe’ button.

How can I unsubscribe to Kynd Butcher’s emails?

We would be sad to see you go but you can come back and join us anytime. To unsubscribe refer to the footer area of the latest email in your inbox. Click the link that reads 'To unsubscribe from our email please click here.'

How do I find my tax invoice?

For online orders, your tax invoice is the original confirmation email you received after placing your order. 

Who should I contact if I have any enquiries?

You can contact us via email at hello@thekyndbutcher.com or fill out the ‘contact us’ form on our website.  You can call us on 0424 990 400 during usual trading hours. We will be happy to answer any of your plant based product needs.

DELIVERY & PICK - UP

Is there a minimum order for delivery?

As we are a small business there is a $50 minimum order to ensure we have enough staff to get your delivery to your door.

What days do you deliver?

Delivery Days are Wednesday and Friday - but can be subject to change.*

When is delivery cut off?

We do on occasions have some flexibility with delivery however this does at times depend on availability of products.   Generally we need to receive your order anytime before  6am on Wednesday, then we will communicate the earliest possible time for delivery - it will either be the same day or alternatively Friday.   Cut off time for Friday will be 6am on Friday morning. (*subject to stock availability)

What are your delivery fees?

We offer free local delivery within 3km of our store. Fees then vary depending on how many kilometres to travel and we generally only travel up to 20 kilometres from our store. 

Within 3km of our store - Free of charge
Between 4 - 5kms of our store - $9.99
Between 6 - 10kms of our store - $15.99
Between 11 - 15kms of our store - $19.99
Between 16 - 20kms of our store - $24.99 

20km from our store will be the maximum delivery radius at this time, however, please enquire as we may be able to deliver in special circumstances.* Delivery Fee is subject to change.

In addition we offer ‘click and collect. You can order your items online and we will notify you when your order is ready to be picked up in store. 

Is my order automatically confirmed? 

Our team will confirm your order before dispatching for delivery as on occasions we do have a high demand for certain products and may be out of stock. If this is the case we will suggest an alternative product or refund your money via the original payment method. 

Are my products frozen or fresh?

Majority of your items will come to you frozen except for the products that are from our chilled fridge collection i.e dairy free vegan cheese.

Do I have to be home when the delivery arrives?

As our products require refrigeration, there will need to be someone at home to receive your goods. Unfortunately, if there isn't anyone home to accept your delivery, it will be returned to the store and it will need to be collected. *The delivery fee on this occasion will not be refunded. 

Do you offer Click and collect?

Yes we do! You can order your items online and we will notify you when your order is ready to be picked up in store.

Is there a minimum order for click and collect?

No Minimum for pre-order and collect

How long will it take for my order to be ready for collection?

Our team will confirm your order before dispatching as on occasions we do have a high demand for certain products and some may be out of stock. If this is the case we will suggest an alternative product or refund your money via the original payment method.

ORDERS & RETURNS

How do I place an order?

Search using keywords in the 'search products' section on the top right, or browse the site for the items you would like to buy.

  • Select the items, quantity and variant (size, flavour etc) and click 'add to your cart'
  • Click on the shopping cart to review your order
  • Click “Checkout” and enter your delivery details
  • Select your shipping method - Collect from store or local delivery 
  • Click “Continue to Payment” and enter your payment details
  • Choose to pay by credit card or Paypal and securely enter your details
  • Click 'Pay Now'
  • Once payment has been confirmed, you will receive an order confirmation email from The Kynd Butcher with your order number and tax invoice. 

Do I need an account to place an order?

An account will make it easier to view your history's transaction so you are able to review what you have purchased, however you can purchase without an account.

How do I create an account?

It is really easy, the information required is your name, email and a password. You can create an account here.

How do I log into my account?

Please have your email and password ready. 

thekyndbutcher.myshopify.com/account/login

I have lost my password, what do I do?

You can request to reset your password by clicking on 'Forgot your password?' on the bottom left under the login section. You will then be prompted to enter your email address and an email will be sent to you.

If you try to log in with the wrong password three times or more, your account will be locked. You will need to contact us to unlock your account. Your order history and account information will not be lost. 

How can I cancel or change my order?

You are unable to change or cancel your order once it’s been dispatched. However, in special circumstances please contact us and we may be able to assist. 

What happens if an item is out of stock?

While we try to do our best to keep everything available at all times, occasionally we will temporarily run out of something.  If this is the case we will suggest an alternative product or refund your money via the original payment method.

PAYMENTS

What payment methods are accepted?

We accept Mastercard, Visa, AMEX, and Paypal. 

Do you charge credit card fees?

Credit card fees are charged automatically from some financial institutions when processing the payment.   It depends on the payment method used by the customer.

My credit card details are not being accepted, what’s wrong?

Please check the details you've entered online and make sure that:

  • Your credit card number is correct with no extra spaces
  • Your name must appear exactly as it is displayed on the card

If you're still experiencing difficulties, please check with your bank or financial institution.

Why was my credit card declined?

If your credit card was declined, the reason is most likely due to insufficient funds as you may have reached your maximum credit limit. If you have contacted your bank and topped up your card and are unable to get your card to go through online, please give us a call at 0424 990 411 and we will be happy to take your payment over the phone.

What is Paypal and how do I sign up?

Paypal is an online payment method that allows you to make fast, safe and easy payments without disclosing your credit card or other financial information to the merchant. You can create a free Paypal account here. 

I have a problem with my Paypal account, can you help?

Unfortunately, we cannot assist with Paypal account problems. If you have issues with your PayPal account, please contact PayPal Customer Service.

Do I have to order online or can I order over the phone?

Ordering online is an easy way to browse our full catalogue range of plant based products. However, if you would like to place an order over the phone please call us on 0424 990 400 during our trading hours. We accept Mastercard, Visa, AMEX, EFT and Paypal.

If we are busy with customers we may not be able to respond straight away but will be happy to receive a text message and get back to you when we can.