It's really easy to update your card details from within your online account or in our app. So if your card expires or you want to switch to a different card you can follow the steps below.

From 'Home' go to your profile icon which can be found on the top right-hand side of the page :

Select 'Payment methods':

From here, you can see any payment cards connected to the account. To remove an existing card, click 'Remove.' To add a new card, click 'Add payment method':

Once you have clicked 'Add a payment method,' select 'Credit/Debit card' or 'PayPal':

Enter your card details. After you have done this you will be redirected to your bank's authentication page. If you tick the box marked 'Make this the default payment method' then all future payments will be taken from this card, even if there are other cards on the account:

And that's it!

If you have any trouble with the authentication page, you will need to speak to your bank directly.

You will be asked to log into your PayPal account. Once logged in, you will then be prompted to choose your preferred payment method within PayPal. Please note our team can't see the selected card or bank account used as this is hidden by PayPal.

We will only be able to see the email address that is linked to your PayPal account.

Once your account is up and running, your payments are taken automatically the day before your box is due. The payment will be taken from the payment method we have on file and the cut-off time for making changes to your order is outlined in your delivery reminder email. This is typically 11pm 2 days prior to delivery, but can change seasonally.
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If there is an outstanding sum on your account, our billing system will automatically re-try the charge repeatedly until the amount clears. If the payment details are wrong (for instance, your card expires or is lost) the amount will be collected automatically when a new payment method is added, you don't have to do anything. After this, your account will be automatically reactivated and the delivery schedule will resume.

If we can't take a payment at the usual time, and there aren't existing payments due, don't worry your box will still be sent as planned. We will simply take the outstanding balance when the funds are available, as we would never want your pooch to go without their lovely Butternut meals!

If we are trying to take payment for your first box and it doesn't clear, we'll send you an email to let you know what has happened and move the date of your box back by a day. This will continue to happen until the payment clears, at which point we'll dispatch the first box.

If you are an existing customer with a payment issue, I would first advise you to check in your Butternut Box account, online or in the app, to see which card we have on file for you. If this is correct, please make sure there are sufficient funds available in the associated account.

If you have the funds in your chosen account and you have successfully had authorisation from the bank but are still having an issue, it may be because your bank is declining the payment to us. The best thing to do is contact your bank first and make sure everything is okay on their side.

Please note: the Customer Love team are unable to update payment details, for security reasons.