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Frequently Asked Questions

At Milk & More, we're always happy to answer any questions you may have. To make things quicker and easier for you, please see our FAQs below where you may find your query answered. If you can't find the answer you're looking for, or feel you'd like some further assistance, then please contact our friendly and helpful customer support by phone or webchat. 

Orders

We’re really sorry we weren’t able to deliver to you this morning, please notify us within 3 working days of when the products should have arrived and we will either arrange to have such products redelivered as soon as possible after such notification or arrange for a refund. If you’d like to get in touch to speak to us about it further, you can call our customer services team on 0345 606 3606 and we’ll look into it for you.”
If we were only able to deliver part of your order to you, it may be that unfortunately some of the products in your order became out of stock. We apologise for the inconvenience. Please notify us within 3 working days of when the products should have arrived and we will either arrange to have such products redelivered as soon as possible after such notification or arrange for a refund. If you’d like to get in touch to speak to us about it further, you can call our customer services team on 0345 606 3606 and we’ll look into it for you.
Regular orders are a hassle free way to get the products you love delivered to your door on an ongoing basis. To set one up, all you have to do is find your favourite products, click the ‘Deliver Regularly’ button and choose the days on which you’d like to have them delivered either every week or fortnightly.
To make an adjustment to your regular order going forward, simply visit the ‘My Regular Items’ section in your account, make your desired changes and click save. These changes will then take effect the week after your next Thursday payment. If you’d like to make an adjustment to your regular order but just as a one off, you can make changes to a specific delivery in the ‘My Orders’ section of your account.
You can add new products to your regular order any time by following the same steps you did to set up your original regular order for the products you’d like to add. The new products will be included in your regular order going forward.
To pause your regular order whilst your away, just visit the ‘My Holidays’ section in your account, then choose the day on which you’d like us to begin the pause on your delivery and the day on which you’d like us to restart your deliveries. Please note that we’ll deliver to you on your next delivery day after the date you chose to resume your deliveries.
Just going away for one night? If you only want to pause your delivery for one day, please visit the ‘My Orders’ section of your account, choose the day on which you’d like us to not deliver to you and cancel that day’s order.
If you’d like us to leave your deliveries in a new safe place, you can let us know by visiting the ‘Delivery Instructions’ section of your account and changing the note to your milkman or woman.
You can choose to have products delivered weekly or fortnightly when you set up your regular order. If you’d like to switch between these options on a product you already have set up, visit ‘My Regular Items’ and remove the item completely from your order. You’re then free to re-order the item with whichever frequency you’d prefer.
Yes, if there’s a product in your order that we’re unable to deliver then we’ll do our best to substitute it with a good alternative for you. If you do receive a substituted product then you’ll only be charged the price for the original product or, if the substitute is cheaper, we’ll refund you the difference.
If for any reason you’re unhappy with your substitution, just give our Customer Services Team a call on 0345 606 3606 and we’ll be happy to give you a refund.
If you have a product on your regular order that we will no longer be selling, we’ll let you know by email which product we’re discontinuing and if we have a substitute for that product.
This will then be reflected on any future regular orders once the product is discontinued. If you’re not happy with our suggested substitute, you’ll have a chance to remove it from your order before your next delivery.
To check if we deliver to your new address, simply visit the ‘My Address’ section of your account and enter your new postcode. If we can still deliver to you, we’ll let you know what your new delivery days are and who your new milkman or woman will be.
Please note: once you’ve let us know your last delivery date in your current house, all of your orders going forward will be cancelled. You’ll need to re-set up any regular orders when you arrive at your new house.
We send you both order confirmation and cancellation emails so that you have a record of all of your orders. As they’re emails relating to your account, they’re a legal requirement for us to send and so we can’t offer an option to unsubscribe from them.
We can’t automatically transfer leaflet or newspaper orders to your online account, however once your online account is up and running, setting up your regular orders is simple. If you need any help getting started, have a read of ‘What is a regular order and how do I set one up?’ in the ‘Orders’ section of our FAQs.
Once you’ve received your final invoice from your milkman or paid your last direct debit, you can manage all of your future deliveries and payments online. Going forward you won’t be able to place orders by phone or directly with your milkman.
When you create your account, we’ll let you know the days we’re able to deliver to you. You can choose any of those days to have your deliveries. We aren’t however able to offer set delivery windows to choose from. On the day of your delivery, we’ll quietly pop your products on your doorstep or in your chosen safe place by 7am ready for you to bring inside when you wake up.
If you’d like to adjust the quantity or remove items from a single day’s delivery, please visit the ‘My Orders’ section of your account. From there you can choose the delivery day for which you’d like to make the changes and make your desired amends.
Our handy Milk Minder or Hessian Cool Bag, they’re perfect for helping to keep your deliveries cool until you’re ready to bring them in. If you also have a shadier spot where we can leave your deliveries during the summer, you can let you milkman or woman know in the ‘Delivery Instructions’ section of your account.
In order to make sure we can deliver to everyone by 7am, we may need to adjust the time we deliver to you every now and then.
You can amend you order up until 9pm on the day before your delivery is due.
Once you have registered your account, have a browse of our range and choose the products you’d like on your regular order by clicking ‘Deliver Regularly’. Once you’ve decided how often you’d like to receive your products, simply go to your cart and follow the checkout process.
We’re really sorry we haven’t been able to deliver your order to you before 7am. Your milkman or woman may be running a couple of hours late due to an unforeseen circumstance. If you’d like more info, you can get in touch with our friendly customer services team on 0345 606 3606.
Yes, so that we can let you know which days we can deliver to you on and who your local milkman or woman will be.
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