FAQs

Can't find the answer you're looking for? We've shared some of our most frequently asked questions to help you out!

What if my order is marked as delivered but I didn't receive it?

We're sorry if this has happened to you. We might have left your order out of sight in a place you didn't expect. We'd advise you to have a quick check and, if you still can't find it, we'll offer you an immediate credit or redelivery on one of your next three delivery days. You can do this by logging in to your Modern Milkman account and following the steps below:

  • Go to 'Orders & Deliveries'
  • Select the date and delivery you have an issue with
  • Select the 'Report an Issue' button and follow the on-screen instructions

If your order is showing as skipped/rejected, we’ve already credited your account.

How do I remove items?

You can remove items by logging in to your Modern Milkman account and following the steps below.

Removing repeat orders on the app

  • Select the 'Menu' icon (three lines) in the top left-hand corner
  • Select 'Repeat orders' from the menu
  • Select the 'Edit' button within the repeat order you want to remove
  • You can edit the quantity using the -/+ icon and click 'Update', or scroll to the bottom to ‘cancel your repeat order’ altogether

Removing a one time order on the app

  • Select the 'Menu' icon (three lines) in the top left-hand corner
  • Select 'Orders & deliveries' from the menu
  • Select the date on which the One time order is due to be delivered and click 'Cancel this order'

Removing repeat orders on the website

  • Select the 'Person' icon in the top right-hand corner
  • Select 'Repeat orders' from the drop-down menu
  • Select the 'Edit' button within the order you want to remove
  • You can edit the quantity using the -/+ icon and click 'Update', or scroll to the bottom to ‘cancel your repeat order’ altogether
When will my payments be taken?

We bill you for your first week’s deliveries on the day you set up a repeat weekly order. Your weekly billing cycle is dictated by your first delivery day, so if your first delivery is a Wednesday, your week is Wednesday to Tuesday.

Example: Repeat weekly order
For example, if you set up a repeat order on Monday 14th, and your first delivery is Wednesday 16th, you will be billed immediately for all orders delivered from Wednesday 16th to Tuesday 22nd.

Weekly payment cycle
We will then bill you for the following week’s deliveries, three days in advance of the first delivery day of that week. Any additional repeat weekly orders will be billed immediately, and then added to the weekly billing cycle the following week.

Example continued: weekly payment cycle
The second week’s deliveries will start on Wednesday 23rd, so you will be billed on Sunday 20th. This means you will be billed twice within a week initially, and then once a week every Sunday from then on.

Reason for three-day advance payment
This three-day advance gives you some leeway if your payment fails for any reason, such as the bank rejecting your payment. If this happens, we will try to take payment again over the three days leading up to delivery. If we still can’t take payment, we will have to cancel your delivery.

Is there a delivery fee?

If your repeat weekly order totals £8 or more, delivery is free (one time orders don't count towards this total). Otherwise, we'll charge a 50p delivery fee, which covers you for the entire week. This token fee allows us to deliver with no minimum order value.

How do I change the details on my account?

You can make as many changes as necessary by logging in to your Modern Milkman account and following the steps below:

If you're using the App:

  • Select the 'Menu' icon (three lines) in the top left-hand corner
  • Select 'My account' from the menu
  • Select 'View account'
  • Scroll to the bottom ‘Edit Account’
  • Make any necessary changes
  • Scroll to the bottom and select ‘Save’

If you're using the Website:

  • Select the 'Person’ icon
  • Select ‘My account’
  • Select 'Edit my account'
  • Make any necessary changes
  • Scroll to the bottom and select 'Save'
Why are you selling organic milk?

We’re on a mission to reduce plastic waste, and want to provide as many options to customers as possible so they can help us with our mission. While all our milk is held to extremely high standards, some customers are committed to only buying products with official organic accreditation. So we’ve added the organic accredited milk line so they too can also join us in our fight against waste.

What should I do if my item is damaged or has gone off?

We have high standards when it comes to quality and freshness, so we take this very seriously. Please use the contact form to get in touch and select 'product query' from the dropdown menu.

I had an incorrect item delivered, what should I do?

We’re sorry you received the wrong item. You can choose between an immediate refund for the item you didn't receive or arrange a redelivery on one of your next three delivery days. Please keep the incorrect item or give it away, as we'd rather it didn't go to waste.

Report your issue:

  • Go to 'Orders & Deliveries'
  • Select the date and delivery you have an issue with
  • Select the 'Report an Issue' button and follow the on-screen instructions

If your order is showing as skipped/rejected, we’ve already credited your account.

My milkie didn't pick up my empty bottles, what can I do?

It's often dark when we deliver, so this can sometimes happen if they can't see them or the van is full. Please leave your empties out regularly to avoid them piling up, and make sure they are in plain sight for your milkie. We'll do our best to collect them on your next delivery.

How do I pause my repeat weekly orders?

You can pause your repeat weekly orders by logging in to your Modern Milkman account and following the steps below.

If you're using the App:

  • Select the 'Menu' icon (three lines) in the top left-hand corner
  • Select 'Repeat orders' from the menu
  • Find the repeat order you'd like to pause
  • Select the 'Pause' button
  • Select the start and end date for the pause and confirm*

If you're using the Website:

  • Select the 'Person' icon in the top right-hand corner
  • Select 'Repeat orders' from the drop-down menu
  • Find the repeat weekly order you'd like to pause
  • Select the 'Pause' button
  • Select the start and end date for the pause and confirm*

*You must pause your items no later than 8pm the day before delivery is due. Delivery for this item will resume the day after your pause ends. For example, if you pause 1st-3rd, your deliveries for this item will resume on the 4th. Any paused orders that have already been paid for will refunded, and a credit will be added to your Modern Milkman account. We'll deduct this money from your next weekly bill.

How do I add an item?

It's easy to add exta items. You can do this by logging in to your Modern Milkman account and following the steps below:

  • Go to the products page
  • Select the product you'd like to add
  • Select 'Repeat order' or 'One time order'

For repeat orders:

  • Use the -/+ icons to select your delivery days and quantity
  • Select a start date from the calendar
  • Select ‘Add to my weekly round’
  • Select ‘Continue shopping’ or ‘Go to basket’ and checkout

Please note: Your repeat order will start on the first delivery day after your start date.

For one time orders:

  • Select the quantity
  • Choose a delivery day from the calendar
  • Select ‘Add to basket’
  • ‘Continue shopping’ or ‘Go to basket’ and checkout
How do I change my order once payment has been taken?

You can still amend your order once payment has been taken. If you add items to your repeat weekly order, there will be an additional charge on your next bill. If you delete items from your repeat weekly order, your account will be credited and this will be deducted off your next bill. If you wish to add a 'One Time' order, you will be charged immediately for this.

How do I leave The Modern Milkman and cancel my account?

We're sorry to hear you're leaving. If there's anything we can help with, please get in touch via webchat. You can pause your orders temporarily if you're going away, but if you want to cancel permanently, please follow the steps below.

  • Go to 'Repeat orders'
  • Select the 'Edit' button within the repeat order you want to cancel
  • Scroll to the bottom to the cancel section
  • Select 'cancel your repeat order' to cancel that single repeat order
  • Select 'cancel your milkround' to cancel all of your repeat orders