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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

Your Milkman or woman will be available to make a delivery on set days throughout the week, which will be easily visible once you log in to your account. You can place an order up to 9pm before one of theses delivery days and still have everything delivered the next morning. We aim to deliver all your items to your doorstep before 7am. You won’t need to meet the delivery driver, we’ll just make sure everything is stored either outside your front door or at your chosen drop off point ready for you to take inside once you wake up.
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.
We’re really sorry we weren’t able to deliver to you this morning, please rest assured that you’ll receive a full refund for that order. 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 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.
You should automatically recieve a refund for any items that we were unable to deliver. If something in your delivery is amiss and you haven't recieved a refund, please contact our customer services team and we'll get it sorted.
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