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Frequently Asked Questions

Getting Started Online

What is a regular order and how do I set one up?

Regular orders are the best way to get the most from your milkman, these are the items you want to have delivered, well, regularly. Most people want the same milk delivered on the same day or days each week, and that's a regular order. Simply find the product you want to have delivered, click the 'Regularly' button next to it and choose the days and quantity you want it to be delivered. It's that simple. It doesn't have to just be milk either, almost all of our products are available to put on regular order. Items that aren't are things like seasonal items - Easter Eggs, Advent Calendars, things you'd only want once, and you won't see a 'Regularly' button next to these.

For more help setting up a regular order, why not watch our help tutorial here

How do I add an extra item to my regular order for only one day?

If you want to increase, or decrease your regular order for any given day, simply sign in to your account, view the 'My Confirmed Orders' and use the arrows to navigate to the days order you wish to change. Click the 'View/Edit' option to change your deliveries for that day and amend the quantities for the items you want to change and click 'Save'.

For more help changing a delivery, why not watch our help tutorial here

If you want to add a new item, like biscuits or toilet roll, to your regular delivery one day simply browse the shop for the item you want, click on 'Once' next to the product and choose the day and quantity you want to have it delivered. Don't forget to got to your shopping basket, click on the 'Checkout' option and then 'Confirm My Order' to make sure your milkman knows to deliver it.

How do I change a regular order?

If you want to increase or decrease your regular order for your future deliveries, sign in to your milk&more account and click the 'My regular orders' button on the right hand side. Here you can adjust the days and quantities of your existing regular orders, or delete them. Make your changes and click 'Save'.

For more help changing a delivery, why not watch our help tutorial here

I'm going on holiday. How do I let my milkman know?

There's no need to delete your orders each day you are away, or delete your regular orders. Use our safe and secure 'My Holidays' link at the top of the page to tell us the day you want your deliveries to stop, and when you want them to restart. Click on the calendar icons to choose the days and click 'Save'. We'll put all your regular deliveries on hold until you get back.

For more help changing a delivery, why not watch our help tutorial here

When I switch to an online account, what happens to my current orders?

Your offline orders can't be automatically transferred to your online account so you need to set up your regular orders on the website, you can choose to pay by monthly Direct Debit or recurring debit/credit card. Then your offline account will be closed and your milkman will bring you your final invoice. Pay your final offline invoice in the usual way, direct to your milkman, and in future your deliveries and all payments will be managed automatically online.

How do I pay for my deliveries?

If you want to set up any regular daily or weekly deliveries from your milkman, you need to set up a regular payment method. You can choose either a Direct Debit, or use your credit or debit card to set up repeat monthly payments. Either way, we provide you with a standard credit limit on your account which you can use for both regular and one-off orders and we will take a monthly payment on your chosen payment date.

Can I set-up more than one account - one for me and one for my parents?

Yes of course, however you will need to set up the account for your parents in their name at their address to comply with our identity verification checks. You'll be able to use your own payment details if you wish when you come to set this up. You will also need to use a different email address to the one you use for your own account.

I haven't received my registration email, what do I do?

Your registration email should be automatically generated but if you have a spam filter it may have been diverted to your spam box. If you find our email then great - just save us into your address book. No sign of it? Give us a call on 0345 606 3606 and we'll help you.

It says my registration was declined. What do I do now?

We understand that you may not want to give all your personal details when you use an online service but at milk&more we deliver your milk and products on a credit account basis and invoice you at the end of the month instead of taking your payment at the time of delivery.

In order to verify our customers' identity we use Experian to verify your details match those held on various data sources such as the Electoral Roll. If any of the details you entered during registration do not match the information held by Experian your registration will be declined, but don't worry, you can always go back and try again. You will also receive an email from us with a reference number that you can send to our accounts department for further assistance.

Please note, that if you have moved house recently and have not yet or only recently registered to the Electoral Roll your details may not yet have been updated with Experian meaning that your registration may be declined. If this is the case, you should ensure your information has been updated with your local council. If you have any further issues, please contact our Customer Care team on 0345 606 3606.

Do I have to let my milkman/woman know that I have signed up to milk&more?

No - your milkman will see that you have as soon as you place your first order online. Remember that unfortunately we can't automatically transfer your offline orders to your online account. When you have your first delivery of your online order your milkman will also deliver your final invoice for the offline account. You need to pay him/her in the usual way and after that your account will all be online.

Why do I have to accept the Terms & Conditions whenever I change something?

Consumer legislation for online shopping means that we have to give our customers the opportunity to check and agree to our Terms & Conditions whenever you place a new, or change an existing order with us so that you can be fully aware of what you will be paying for when you buy from us. Unlike many online shops however, where you might place a single order every so often, milk&more offers so much flexibility to change and amend your orders at any time that you might have to do this extra step more than you would shopping elsewhere.

Why do I get an email each time I cancel a delivery and can I unsubscribe from these emails?

As with any online shop, if you place an order with us we will send you a confirmation of that order for your records, it's the same for whenever you cancel an order, so that you have a record of what you have requested and know what you are committed to buying. These emails are a legal requirement that we must send to your registered account email and as such you cannot unsubscribe from them. We recommend you keep them for your records until you no longer require them.

What browsers do you support?

The milk&more desktop website is optimised and tested to work with the most recent versions of popular browsers used by more than 10% of our site visitors. Currently, these include:
Internet Explorer
Firefox
Safari
Google Chrome

In order to optimise your experience on the milk&more website and have access to the full site functionality, we recommend you upgrade your browser to the latest version of one of those listed above.

milk&more is also available via your mobile. The mobile website is supported for use on the following mobile devices and most up-to-date operating systems:
Apple iPhone & iPod Touch 4, 4S, 5, 5C, 5S running iOS 5 or higher
Android Smartphones running Android 4.0 and higher

This list is subject to change as new browsers are released and adopted. We will continue to test new browsers as they become popular with our customers and we will update this page to reflect the browsers we have tested and we know to be compatible with our site.

Promotions & Offer Codes

I have a promotion code, where do I use it?

If you have a promotion code for milk&more simply add the items you want to your shopping basket, click the 'CHECKOUT' button on the right of the shop and you will see a space where you can enter your promotion code. Click 'Apply' to add the code to your purchase. Depending on what the code is for you will see it either as a discount off your shopping basket total, or it will simply appear on your next invoice, but you will see a message to say that the code has been applied, so you know it is working.

Codes are case-sensitive so make sure you use any capital letters or numbers where required, and we never use spaces or other characters in our codes.

I used a promotion code but it says the product required for the promotion is not in my basket?

If you see a message like this when using a promotion code it's likely that the code has expired, or that you are trying to use the code for a delivery after the expiry of the offer. If the offer was emailed to you by us, the expiry dates will be included in the email. If you think the code is still valid and should be working, please call our Customer Care team on 0345 606 3606 and they will be able to look into it for you.

I used a promotion code but it says I don't have anything in my basket in the date range?

If you have a promotion code for a specific product you will need to add that product to your shopping basket before you can use the code. This includes offers on regular orders or promotions for a free gift.

General Questions

Is milk&more fresh milk British?

Yes it is - all our fresh milk is British and is sourced from farms around the UK. Please note that sterilised and UHT milk is not classed as fresh because of the extended heat treatment processes used.

I'm a new customer, how will I know who my milkman is

You'll know your local milkman by name right from the start. As soon as you enter your postcode we'll tell you who'll be making your deliveries and on which days. Your milkman's name is also on the top left of your account home page. If anything ever changes we'll also let you know in advance.

Will my delivery be affected when the weather conditions are bad?

Whatever the weather, we always endeavour to deliver to you, however where the conditions are really bad some deliveries may not be able to be made, we apologise in advance for this. If you have not received your delivery, please re-order online and your milkman will try to deliver this to you as soon as possible.

Will I still have my usual milkman if I switch to an online account?

Yes you will! milk&more is the online milk delivery service provided by your existing local milkman. So although you order and pay via the milk&more website, it's still your usual milkman making your deliveries.

milk&more don't deliver to me but I'd still like a milkman

Yes you will! milk&more is provided by your existing local milkman. So although you order and pay via the milk&more website, it's still your usual milkman making your deliveries.

Paying your bill

How to make a payment online?

Once you're a registered online customer all your payments need to be made online. When you setup your online account we extend you a credit facility starting at £25 to cover all of your regular and one-off orders for the month. You can choose to pay by Direct Debit from your bank account or by recurring Credit/Debit Card payment. You can even choose when you'd like to pay, with payments being taken on or shortly after the 1st, 8th, 15th or 22nd of each month.

We'll send you an email at least 3 days before your selected payment date to let you know your invoice is ready to be viewed online at milk&more. You can watch our short online help tutorial here for more information on viewing your invoices

What if I don't want to pay monthly?

If you don't want to set up a regular monthly payment, just order from us occasionally or want to pay for each order by card, you can use our pay as you go option. This means you pay for each order individually at the time your place the order but with this option you won't be able to set up any regular orders

Click through to 'My account' and 'Payment details' to set up or change how your pay your bills.

How do I know it's safe to pay on milk&more?

We, like any responsible online shop, use a secure third party payment provider who is fully PCI compliant to ensure your information is protected. Your payment information is never displayed in full anywhere in your milk&more account or on any communications we send to you, and we work closely with the ICO (Information Commissioner's Office) and Data Protection legislation to ensure your information is protected from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage.

When is my invoice due and how will I know?

If you have a payment method set up to pay your milk&more account monthly, you can choose to pay on the 1st, 8th, 15th or 22nd of each month. All you need to do to amend this date is go to the 'My Account' section of the site and you can select the payment date within the 'Payment Details' area. This can only be done once a month. We'll email at least 3 days before your selected payment date to let you know your invoice is ready to be viewed on your online account.

How can I change my payment date?

It's as simple as logging into the website, and following the link to the 'My Account' section at the top of the screen. From there, you'll be able to change your preferred payment date within the 'Payment Details' area. You have the choice of payment being taken on or shortly after the 1st, 8th, 15th or 22nd of each month. Please be aware, depending on when you make your payment date change, you may be kept on your current payment cycle before the change will take place for the following month.

Please be aware, depending on when you make your payment date change, you may be kept on your current payment cycle before the change will take place for the following month.

How do I know when my payment date is?

If you have a payment method set up to pay your milk&more account monthly, you can view your payment date when you go to the 'My Account' section, and go to the 'Payment Details' area. You will also be able to change your payment date here, as well as to check when your payment date will change to the new date you have selected.

Can you increase my credit limit?

If you find that our standard credit limit means you can't order everything you want during the month you can ask us to increase it for you. You will need to have at least 3 month of successful payment history with us or, if you've previously had an offline account we can use this history with us to increase your limit. Just call our Customer Care team on 0345 606 3606 and they will be only too happy to help.

I have two of the same product but they have different prices, why?

If you have one of these products as a regular order and another as a one-off order, they could be different prices.

The price of products on regular order is determined at the point you set-up the regular order. If the item is on a promotion at a discounted price at the point of order, then you will receive the discounted price during the promotional dates. Thereafter you will be charged the full price for the item, regardless of whether it is put on promotion at another point.

Products that you order as a one-off will be priced at the time you place your one-off order.

Can I keep on paying my milkman direct?

Sorry but no. Once you're registered as an online customer and placing orders online, you will only be able to pay online.

I made an additional payment but can't see it in 'My invoices'?

You will only see additional 'top-up' payments in your account once your invoice has been issued. These will show on your invoice as individual payments and will have been taken off your invoice total leaving you with just the remaining amount left to be debited on your chosen payment day.

Are there any minimum order requirements?

If you have set up a regular payment method such as Direct Debit or automatic credit card payments then no order is too small. If all you need is one pint of milk or a loaf of bread - that's fine by us.

If you are making a One-off order then the minimum amount for the order is £2.50 in order for us to process your card payment.

Can I pay my offline bills/invoices online?

We're afraid not. You can only pay online when you have registered on the milk&more website and are ordering online. Any orders placed offline must be paid offline until then.

What payment cards do you accept on milk&more?

For all orders we accept any of the following: Visa Debit, Visa Credit, Mastercard Debit, Mastercard Credit, Delta, Electron and Visa Electron.

I want to see an old invoice, where can I find this?

You can view all your invoices for the past year by logging into your account online and clicking on the My Account option followed by My Invoices. You can view a summary of all your invoices, or you can view, save or print each invoice individually. If you need a copy of an invoice older than a year, please call us on 0345 606 3606 and we'll help you.

I think I missed a payment. What happens now?

If you have missed a payment we will automatically send you an email to let you know that the initial payment was refused or failed. You will then need to check your payment details to ensure they are up to date, and the payment will be taken again on the next available collection date.

If after the second attempt at payment there is still an overdue balance on your account it will be suspended. In order to regain access to your account you must clear the outstanding balance by making a top-up payment before you can order further items from the website.

Please note that it can take up to 24 hours to release the suspension on your account after you have made your top-up payment.

My account says it's suspended, how can I fix this?

It's ok, it happens to all of us occasionally. The most likely causes for an account being suspended are very simple; your payment card could have expired, or perhaps you've cancelled your card or had a new one issued. It's also possible that we've been unable to take a scheduled payment from your nominated account for some reason.

If this is the case you should have received an email from us to let you know there's a problem, it's worth having a look in your Spam or Junk email folder if you can't see it in your email account.

In any case, you can easily make a top-up payment or change your payment method by signing into your account and visiting the 'My Account > Payment Details' section. Once you've registered a new payment method and cleared any outstanding balance it can take up to 24 hours for the suspension on your account to be lifted. If you are still having issues after 24 hours, please contact our Customer Care team on 0345 606 3606 and they will help to resolve the issue.

Delivery Questions

My order wasn't delivered - what happens now?

If your order hasn't been delivered by the usual time your milkman might just be running late, could be on holiday or ill and the stand-in takes a little longer as they don't know the round as well. If it doesn't arrive that day at all it is unlikely that you will have been charged, but please get in touch with us within 3 working days on 0345 606 3606 and we'll look into it for you.

What does 'Pending' mean in my recent orders?

If you've checked your recent orders in 'My Account > My Invoices' today or yesterday and you can see 'Pending' under status, it simply means your milkman hasn't been able to get back to the depot to confirm your orders have been delivered yet. Occasionally we might also suffer a power cut or another technical problem preventing your milkman from confirming his deliveries have been made. Please check your account later and you will be able to see the confirmed status of your order.

Only part of my order was delivered - why?

We're really sorry. Chances are we simply ran out of one of the things you ordered and you should not have been charged for these missing items. If you have been charged for items you did not recieve of course we will resolve it for you. You can check this information in 'My Account > My Invoices' but it may take 24 hours for this information to appear. If you can still see the product but it was not delivered please call us on 0345 606 3606 and we'll help you.

I am receiving a double order

Oops! It looks like we might still have your offline account and online account running in tandem. Please contact us on 0345 606 3606 and we'll get in touch with your local depot to sort it out.

I want to change where my milkman leaves my delivery

You can give us details on where you'd like your milkman to leave your goods. Simply go to "My account", "Personal details" and you can enter your delivery instructions.

I used to leave a note out for the milkman when I went on holiday. What do I do now?

Don't worry; all you have to do is log in to your Account then click on 'My Account > 'My Holidays'. Here, you can enter any holiday dates you have planned by clicking on the calendar 'Start Date' and 'End Date' sections.

Click here for more information

My milkman delivers after I've gone in the mornings. What can you do?

Unfortunately we can't get to all our customers as early as we'd like. We plan our delivery routes in the most streamlined way to have least environmental impact and aim to make 80% of our deliveries by 8am.

We do have a spacious milk&more Cool Bag available which you can leave on your doorstep for your milkman to leave your order in. It's robust and weatherproof, keeping your deliveries clean and cool in summer and dry on rainy days. You can find it in the Milk section of the website.

I'd like to receive some of my orders every other week

When setting up your regular orders you can either have them weekly or fortnightly, just pick one from the drop down. If you'd like to change orders which you've already set-up, click on 'View my regular orders' at the bottom of 'My confirmed orders' and you'll be able to change the delivery frequency of each item.

Substitutions

Will you ever substitute a product if you don't have it available?

Yes, if for any reason we don't have any of your requested items we will always do our best to substitute them with good alternatives. In the event that we do have to substitute a product for you, you will only be charged the price of the original item, or, if the substitute is cheaper, you will be charged the lower price instead.

If you don't want to keep the substituted item for any reason please contact our Customer Care team on 0345 606 3606 within 3 working days of delivery who will be happy to arrange a refund for you.

Product Enquiries

What's the difference between Country Life Organic Milk and Country Life Standard Milk?

All Country Life Organic Milk comes from selected Organic farms in the West Country so that we can trace all our milk back to the individual farms.

When you buy Country Life Organic Milk you not only enjoy the natural goodness and taste of fresh organic milk, but also help support organic farming. Organic farming encourages greater diversity of animals and plants, as well as high animal welfare standards.

Country Life Standard Milk is delicious fresh British milk sourced from our other partner farms around the UK

How can I get more information about the products?

All our product information can be found on the main product page for each item. Simply click the product image or name from the listing and look at the 'More Information' or 'Nutrition' tabs for information about ingredients, allergens, storage and more.

Moving House

I'm moving to a new house, can I still get my milk delivered?

The easiest way to find out if we deliver to your new address is to try our 'Moving house' option available in 'My Account'. You can watch our quick tutorial on how to use this feature here. Don't worry, if you need to change or cancel the move, you can do that in the same way.

When you enter your new postcode you will be told whether or not we deliver to your new area, and if so, who your new milkman will be. If we don't deliver to your new area, or perhaps you're moving into a newly built house or estate we might not have the new postcodes registered in our systems yet. You can call our Customer Care team on 0345 606 3606 or use our contact page to send us an email.

I've set up my house move but now all my orders have disappeared?

Once you have set up a house move online, all your regular orders for any dates AFTER your moving out date will be deleted. This is because you may be moving to an area with a different delivery pattern to your current one. You will need to set up new regular orders to your new address after 5pm on the day you have chosen to move in.

When can I set up my orders to go to my new house?

Any orders to a new home address can be placed from 5pm on the day you move in ready for the next delivery.

I moved house recently but I've received two invoices

When you set up your house move with milk&more we generated an invoice for your old address on the date you told us you were moving out, whether or not this is the date of your normal monthly payment. An email notification would have been sent to your registered account email to let you know the amount and that we would take the payment in the normal way within 3 working days.

Now you have begun deliveries to your new home, we will have invoiced again on your normal invoice date and sent a further email notification to take payment for this invoice as normal. This may result in two separate payments being made in a month, one for deliveries made to your old address, and one for those made to your new address.

I'm moving house but I'm not able to save the information

If you have moved house within the last 6 months you may not be able to set up a further house move online. Please call our Customer Care team on 0345 606 3606 for more help.

Saving Stamps

Do you issue saving stamps online?

Unfortunately our saving stamps are only available to offline customers and are not available via the milk&more website.

I still have saving stamps that I have not used. What's going to happen to them?

Not a problem. If you still have some saving stamps that's fine, simply tell your milkman and he or she can buy them back from you.

Why Milk&More?

  • Fresh milk, bread, eggs and more from yourlocal milkman

  • Free Delivery and no minimum order

  • Order by 9pm before your next delivery

  • No need to book a delivery slot

  • Up to 6 early morning deliveries each week