milk&more

Will I still have my usual milkman?

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

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.

Is milk&more milk British?

Yes it is - all our milk is British and is sourced from farms around the UK.

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

milk&more is expanding it's delivery service all the time so if you give us your email address we'll let you know when we come to your area. To receive milk deliveries from your local Dairy Crest milkman who isn't part of the online service yet, please call us on 0845 606 3606 option 1 then option 3.

When I sign up online, what happens to my current orders?

Once you set up your orders online (they can't be automatically transferred sorry) your offline account will be closed and your milkman will bring you your final invoice. Pay your final offline invoice in the usual way, to your milkman, and in future your deliveries and all payments will be managed automatically online.

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

Yes of course. All you need is a different email address to set-up a second account. You can then register using your parents'/childrens' address details and you can even use the same payment details that you use for your 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 0845 606 3606 and we'll help you.

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.

The website looks different - what's changed?

We've just launched our new website and it will make shopping with your local milkman even better. Key changes include:

• new improved product range including snacks and specialist bakery products
• images of all our products
• easier to find the products you want
• payment by direct debit or automatic credit or debit card payments
• visibility of your previous orders
• more promotions and offers to help you save

I've been with milk&more for a while now - what does the new website mean for me?

We'll need you to set up a direct debit from your bank account or a recurring payment from your debit or credit card. This means you will no longer have to enter your card details each month to pay your milk&more account, so you'll save time and effort. Of course, all your details will be kept 100% secure. When you log in to your account go to 'My account' and 'Payment details' to register your new payment method - then you'll be up and running.

Your orders will be in 'My Confirmed Orders' - check out our great range and top up!

Can I just keep paying on the website each month?

No, we're afraid not. If you have a Regular Order with us, you will need to set up either a Direct Debit from your bank account or a recurring payment from your Debit or Credit Card.

It's really easy and means you won't need to go online each month and enter your credit card details. We'll email you on the 20th of each month to let you know your invoice is ready to be viewed on your online account; and 3 days later the payment will be taken - simple!

Simply go to 'My account' and 'Payment details' and follow the instructions.

How can I pay?

Once you're a registered online customer all your payments will be made online.

You can pay by Direct Debit from your bank account or automatically by recurring Credit/Debit Card payment. Click through to 'My account' and 'Payment details' to set up your payments.

We'll email you on the 20th of each month to let you know your invoice is ready to be viewed on your online account; and 3 days later the payment will be taken - simple!

If you just order from us occasionally, you can pay as you go. That means you pay for each order as you place it. Please note that you can only do this with one-off orders, not Regular Orders.

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

When you enter your payment details you'll be in a secure part of our site. We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. So your details will be in safe hands.

When is my invoice due and how will I know?

We'll email you on the 20th of each month to let you know your invoice is ready to be viewed on your online account; and 3 days later the payment will be taken - simple!

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

If you have one of this product 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 9pm the night before delivery. 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'?

Once your invoice has been issued you will see all additional payments that you've made and these will be taken off your invoice total.

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 doing 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 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 your 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 a week later.

If after the second attempt at payment we are still unable to receive funds your account will be suspended. In order to regain access to your account you must clear the outstanding balance before you can order further items from the website.

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 or could be on holiday or ill and the stand-in takes a bit longer as they don't know the round as well. If it doesn't arrive at all, please get in touch with us on 0845 606 3 606 and we'll help 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 yet. Occasionally we might also suffer a power cut or another technical problem. 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. Please check on 'My account' then 'My invoices' to check that you have not been billed for this product - 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 0845 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 0845 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', and then 'My Holidays'. Here, you can enter any holiday dates you have planned by clicking on the calendar 'Start Date' and 'End Date' sections.

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.

We offer several 'Milk Minders', which you can find in Around the House - Kitchen Essentials. They'll protect your products and keep them cool.

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.

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

All Country Life Organic Milk comes from selected farms in the West Country. We therefore 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 partner farms around the UK

What are the contents of the Organic Veg Boxes?

The contents of our organic veg boxes vary each week slightly, but to get an idea place your mouse over the blue "i" next to the product and it will show you typical contents. Also, the following week's box contents will be on a flyer inside your delivery. As an example our large mixed box usually contains: 1kg Potatoes, 500g Carrots, Onions, Purple Sprouting Broccoli, Cabbage, Aubergine, Turnips, Bananas, Apples and Oranges. To find out more detailed information on any of our products, simply click on the image.

How long will it take for the Fruit and Veg boxes to arrive?

At the moment all our Fruit and Veg boxes have a lead time of 5 days and can only be delivered on a Friday or Saturday. This means you will need to order them by 9pm on a Sunday for a Friday or Saturday delivery.

How can I get more information about the products?

By clicking on the image of the product you'll be taken to a details page where you can find out more about the products including Nutritional Information (where available).

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.

Do you issue saving stamps online?

No, unfortunately with the new online delivery service we will not be issuing saving stamps going forward.

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.

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. The price of these will always be the lower of those available and a note will be included with your delivery to let you know what's been substituted. We'll also make sure we reference it online too and adjust your invoices accordingly.