FAQ

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

 

How do I change my address?

If you move house or need to change your address please contact us at [email protected]

We will need to move your account onto a new postcode system and setup a specific driver to your round. Depending on your new postcode your delivery date may change.

Not answered your question? Send us an email at [email protected] and we will help you further.

How do I change the pin on the map to show my actual address?

The pin is really important for the milkmen to understand exactly where your house is.

First thing you need to do is log into your Modern Milkman account.
If you are using the App you can find the pin on the map in the following way:
1. Click on "Settings"
2. Click on "Edit profile"
3. At the top of the screen is another "Edit" button, click on that.
4. Scroll all the way down to reach the map with the pin.
5. Click the target button (the one above the yellow man).
6. Double check you've pinned the right house and click the "Confirm your pin location" button.
7. Click "Save" and you are all done!

If you are using the website, once you are logged in:
1. Click on the person icon in the top right corner.
2. Click on "My Account"
3. On the right hand side is a list of further options, select "Edit Delivery Details".
4. Click the target button (the one above the yellow man).
5. Double check you've pinned the right house and click the "Confirm your pin location" button.
6. Click "Save" and you are all done!

How do I change my delivery instructions?

Delivery instructions are important for our milkmen. If you want your items delivered to the back of your house, or you have a gate with a code or if your house is a bit tricky to find, this is the best place to let us know.

To edit the delivery instructions please log into your Modern Milkman account.
If you are on the App:
1. Click on "Settings" and then "Edit profile"
2. At the top of the screen is another "Edit" button, click on that.
3. Scroll down until you see the section "Delivery Instructions"
4. Here is the place to put all the delivery information you want your milkman to follow.

If you are using the website, once you are logged in:
1. Click on the person icon in the top right corner.
2. Click on "My Account"
3. On the right hand side is a list of further options, select "Edit Delivery Details".
4. Look for the section called "Delivery Instructions".
5. Add the instructions for your milkman to follow to deliver your milk safely.

I can't check out, it says I don't have a subscription?

The Modern Milkman is a weekly subscription service, so we require at least one product to be subscribed to, this will then allow one-off orders to come with the scheduled subscription deliveries. We are unable to deliver a one-off order without a subscription.

To set up a subscription, select the item you wish to subscribe to, select buy, then it will offer 'deliver weekly' and the choice of 3 days. Having this subscription then set up, will allow you to create any "one off" orders that you require.

Still having issues? Please contact us at [email protected]

How do I refer a friend?

Firstly, THANK YOU for wanting to refer your friend or neighbour. If you refer a friend and they sign up with us, you will both be gifted some delicious brownies (and they really are delicious!)

When you are logged into your account, click on the three lines that give you a menu. Click on the "Refer a friend" link and we'll generate a code for you. Make sure your friend uses this code when they place an order and you both receive treats!

You can refer as many friends as you like!

When is payment taken?

Our payment system is relatively simple. You are charged once per week. Your payments are upfront each week and ensures your upcoming deliveries are paid for and can be delivered.

To buy our products you add them to a subscription based on your available delivery days i.e Monday, Wednesday & Friday or Tuesday, Thursday & Saturday.

Now let's make it even simpler...

You sign up on a Sunday and go through the subscription process.
You then pay for that 1 weeks subscription on that day.
Our system records which day your subscription starts (which is Sunday).
Our system will now take payment from you every Sunday to cover the upcoming deliveries. Unless you make changes to your account, i.e pause or cancel.

If you still have questions, please don't hesitate to contact us.

Why am I paying a 50p delivery charge?

This small subscription fee allows us to offer a no minimum order value. This covers the delivery across all days in the week.

The subscription charges apply for all orders up to £8 per week.

How do I view my invoices?

All of our invoices are sent to the email address you provided, with your upcoming week's subscription.

Your invoices include a list of ordered products, costs, fees and total cost.

Invoice emails are sent when your payment is due, please check your email once per week to see your invoice. You will shortly be able to view invoices directly in the app or web.

If you have any further questions, please let me know.

Can I pay by cash?

Unfortunately we do not take cash. We set up a simple and easy to use payment system that accepts all major debit and credit cards.

How do I change my payment details?

If you need to change your card details, please log into your Modern Milkman Account and follow the below instructions:

Using the App - select the top left hand corner where the 3 lines appear, half way down you can select "manage cards" - input the new card details here. If you wish to remove any other cards you can do.

Using the website - select the top right hand corner where the person icon is, select this, and then go to "my account", and click on "manage cards"- input the new card details on here and you should be able to remove the old one.

I paused my account and I was still charged?

The payments are taken a week in advance via direct debits, if the payment has come out before the pause has taken place the system won't register that this money is not required or needs to be credited.

For now the money is held on the account, and will be used for the first week when you resume your subscription.

What time is my delivery?

Our drivers work hard through the night ensuring your deliveries are there for 7:30 am each morning. We are unable to pinpoint the exact time as it is dependent on our automated delivery route which can change from week to week.

Can I change my delivery day?

We currently have 3 set delivery dates in your area. Should you wish to change to one of these days simply amend your subscription date. If you want a date that is currently outside of your area delivery, we are unable to make the change.

Your postcode determines which delivery days we are available on.

Can I set a delivery time?

Our routing software is an automatic system that allows us to deliver to the maximum number of houses overnight. If you require delivery by a particular time earlier than 07:30 AM, please get in touch and it will be passed on to the milkman to see if he can accommodate the delivery times. There will be no guarantee of delivery by this time.

Can I leave delivery instructions?

Absolutely yes, in fact we welcome it.

When placing your order, there is a text box available for ‘Delivery Instructions’ feel free to leave any information in here for our drivers that will make the delivery easier for them and more suitable for you. If you've already placed an order you can edit the delivery instructions in your account settings.

How do I place a one time order?

A one time order is when you want to order something as a one off. This item will only arrive with your next scheduled subscription delivery.

To do this, select the product you wish to order, this will load a separate window and ask you ‘Please choose delivery frequency’ if you then select ‘one time order’ and then the quantity you’d like to check out.

Please note any changes to the account must be before 8pm to arrive with your next scheduled delivery, any changes or orders after this will add to the next scheduled delivery.

Is there a delivery every day?

Right now we don't have a daily delivery option, we have scheduled route days which are 3 times a week.

Do I need an order for each day there is a delivery?

Not at all. We put on a minimum of 3 different delivery dates for your area, however these are for your convenience. You can pick any days for your deliveries, with no minimum order. You can order as little or as much as you would like.

Can I add something to next week's order?

You sure can. Whether it is a one time order, or something you would like to add to your subscription, you have up until 8pm to arrive with your next scheduled delivery. If you would like a one time order you must ensure you have an ongoing subscription with us.

Is there a minimum order?

No. We don't have a minimum however we do have a 50p delivery charge on all orders that are below £8 per week.

How can I change my subscription?

You can make as many changes as necessary. Once you are logged into your account, either on the app or on the website follow these instructions:

If you are using the app:
1. On the home page in the top right-hand corner you will see 3 lines. Select this to bring up the menu.
2. Select "My subscriptions" followed by "Active subscriptions".
3. Select each item you are wanting to pause or edit. When selecting edit, you can use the + or - icons to higher or lower the weekly subscription, you will see when the item comes up at the bottom you can also select pause.

If you are using the website:
1. Click on Subscriptions from the top menu.
2. You will then see an edit button under each product you can amend it here.

To cancel any milk subscriptions please contact us at [email protected]

I want to change to a one time order?

You can change anything to a one time order, as long as you still have an ongoing subscription.

One time ordered items will arrive with your next scheduled subscription delivery.

To do this, select the product you wish to order, this will load a separate window and ask you ‘Please choose delivery frequency’ if you then select ‘one time order’ and then the quantity you’d like to check out.

Please note any changes to the account must be before 8pm to arrive with your next scheduled delivery, any changes or orders after this will add to the next scheduled delivery

Where is my one time order?

All our one time orders will arrive with your next scheduled delivery. We cannot deliver this to you on a day where you do not have a subscription down for delivery.

Any questions, please don't hesitate to get in touch.

How can I pause my subscription?

To pause any items you just need to log into your account.

If you are using the app:
1. On the home page in the top right-hand corner you will see 3 lines. Select this to bring up the menu.
2. Select "My subscriptions" followed by "Active subscriptions".
3. Click on each product that you want to pause and at the bottom of the screen is the option to "Pause"
4. Select the dates that you wish to pause your subscription for.

If you are using the website:
1. Click on Subscriptions from the top menu.
2. You will then see a Pause button under each product.
3. Select the dates that you wish to pause your subscription for.

Please note you can pause your subscription for a maximum of 4 weeks.

How can I resume my subscription?

Simply login to your account and navigate to your paused subscriptions. Click the 'resume' button and the system will reactivate your subscription.

If you have paused your account and need it paused for a longer period, follow the steps above to resume it and then pause it again selecting a longer end date.

How do I cancel my subscription

If you are wishing to cancel the subscription please notify us via email, webchat or facebook messenger with your full address, contact number so we can arrange this for you.

My order is marked as delivered but I didn't get it.

We hope this isn't the case, but mistakes can happen. The first thing we ask is to check if the items have possibly been left in a different place to usual, or left out of sight. If this isn't the case please let us know within 24 hours so we can fully investigate. If you report a missing delivery outside of the 24 hours we will be limited with how we can investigate.

Delivered to the wrong address, help!

Mistakes can happen, to help us avoid repeating this please can you notify us via email, webchat or facebook messenger with your full address and contact number.

We would strongly suggest checking that your pin is placed accurately on the map that you made your account with (to find out how to do this follow the instructions below) as well as uploading a picture of your door.

If you are unsure how to do this, please follow these steps:
Log into your Modern Milkman Account:

If you are using the App you can find the pin on the map in the following way:
1. Click on "Settings"
2. Click on "Edit profile"
3. At the top of the screen is another "Edit" button, click on that.
4. Scroll all the way down to reach the map with the pin.
5. Click the target button (the one above the yellow man).
6. Double check you've pinned the right house and click the "Confirm your pin location" button.
7. Click "Save" and you are all done!

If you are using the website, once you are logged in:
1. Click on the person icon in the top right corner.
2. Click on "My Account"
3. On the right hand side is a list of further options, select "Edit Delivery Details".
4. Click the target button (the one above the yellow man).
5. Double check you've pinned the right house and click the "Confirm your pin location" button.
6. Click "Save" and you are all done!

I'm missing an item, what should I do?

If you do find something wrong with your order, please let us know at your earliest convenience so we can get it resolved as quickly as possible.

Send us an email at [email protected]

My milkman forgot to pick up the empty bottles, what do I do?

Unfortunately from time to time this can happen. We will do our very best to remove them on the next round in your area, if you notify us, otherwise they will be collected on your next delivery.

If they become a nuisance, then please recycle them responsibly.

Any questions, please just reach out and let us know.

One of my items is damaged/gone off what should I do?

We aim to maintain a high quality standard and anything that is received outside of this, we take very seriously. Please let us know as soon as possible so we can investigate further, and get your issue resolved the very best we can.

You can reach us via email - [email protected] or click on our live chat or facebook messenger.

I live in a flat, where is my milk?

If you live in a flat, we are unable to come inside so your milk will be left outside the main building door.

One of my items is out of stock, what happens now?

If an item goes out of stock, you will receive an email notification to let you know. We will ensure that on your next delivery date the missing item will be added. If however, you no longer want the out of stock item then please contact us to let us know.

Is the milk organic?

The milk we use isn’t organic, simply because it doesn’t need to be. It is no better for animal welfare and places huge restrictions on farmers. Produce is wasted and in fact, an organic dairy cow produces more methane per litre than ordinary dairy cows so it is worse for the environment. Our cows are well cared for. Any milk which contains antibiotics isn’t allowed to enter the human food chain. Antibiotics are typically administered if an animal has an ailment, and then that cows milk would then be excluded from the milking tank for a set period of time.

The way our milk is produced is very different to say if it were from a supermarket. Many of our suppliers keep their own cows and process the milk themselves meaning that the milk on your doorstep probably left a cow within 24 hours. Supermarket milk can be up to 2 weeks old by the time it is consumed and has been through the full treatment and transport process.

Do you use plastics?

We are currently plastic free. However, due to Covid-19 supply chains have been heavily affected as a large number of suppliers and businesses have temporarily closed. This is affecting the produce we are able to source.

We’re still absolutely committed to our sustainability agenda but the current pandemic has presented us with some challenges, as it has with most businesses. Many people are reliant on our doorstep deliveries because they are isolating and we have had to take a judgement call on whether to stop supplying these products or to continue to supply them but not in their usual form. On this occasion, we felt that it was more important that we were able to meet people’s needs.

This is only a temporary measure and we continue to supply as many single-use plastic free options as we possibly can. We will return to that across the board once the current situation returns to something like normality. We hope that you understand our decision to try to help those who need it, rather than to de-list the products.

Where can I find the list of ingredients?

Please note: Our ingredients and allergens are only displayed on the website and not the iOS App or Android app, we apologise for any inconvenience.

To view ingredients and allergens for a specific product, simply navigate to the product in question, and click on the product you wish to know more about (or click the buy button). On that product page there is a section displaying all ingredients and allergen information.

If you need any further information about any of our products please contact us directly at [email protected]

Where can I see a menu?

You can see all of the products available in your area by going to our webpage (or the app) and click on Our Products.

Each product is categorised and can be seen in the menu. If you require more information, please let us know.

Where is my milk from?

Local farmers and suppliers are at the heart of what we do. Unlike large supermarket chains and other grocery delivery services, we like to keep things local by using dairies and suppliers in your area.

If you want to see who our suppliers you can see more about them here - Our suppliers

Will you be getting new products?

We are always looking for new plastic free responsibly sourced products. If you have something that you would love to see on the Modern Milkman please get in touch as we love feedback being able to listen to our customers.

Reach out to us at [email protected]

Do you cover my area?

We deliver to many areas across the UK.

We might already be with you.

To find out which areas we currently deliver to please follow the link below.

The Modern Milkman

If we aren't in your area just yet, please fill out the form that will be displayed and we will do our best to prioritise your area.

How can I become a Modern Milkman?

We're always looking for new milkmen (and women) to join our family. Click on this link to see availability and to apply online - Careers

Can I suggest some products I'd like to see in my delivery?

Absolutely. We want to take any feedback you have for us. If there is something you would like to see more of, or something new just let us know and we can see what we can do.

Contact us via email at [email protected]

The birds and animals keep getting at my deliveries, what can I do?

Unfortunately birds and other animals love our products just as much as you do!

We recommend putting out a box with a lid, a cooling box for the summer, or find a safe place that will shield the products.

If you can just update delivery instructions, we will be able to know where to hide / place your products.

What time are your customer services open?

Our customer service team is open:

Monday - Friday 7:30am - 6pm
Saturday 7:30 am -1pm
Sunday we rest.

You can contact us via email ([email protected]), live chat, facebook messenger and via phone.

Want to work with us, as a supplier?

We’re always on the hunt for local produce suppliers that would love to join the revolution to bring back and support our doorstep deliveries.

For you to be considered, you must be in the local areas that we deliver to, use and have absolutely no single-use plastic and be a product that our customers are going to love to use.

Click on this link and let us know more - Become a supplier