FAQ's

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 move your account onto a new postcode system and assign 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'll provide additional support.

How do I move the pin on the map to show my correct address?

The pin is really important for the milkmen to locate your house. Firstly, log in to your Modern Milkman account.

On the app:
1. Click on the menu top-left and select 'Edit Account'
2. On the edit account page scroll down to the bottom and click 'Edit Account' button
3. Scroll down to the bottom of the page, move your pin to the correct location
4. Click the confirm pin location button

On the website:
1. Click on the person icon in the top-right corner
2. Click on 'My Account'
3. Click on edit account and then scroll down to the map at the bottom of the page
4. Move the pin location manually and click the confirm your pin location button

How do I change 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 in to your Modern Milkman account.

On the app:
1. Click on the menu icon (three lines) in top-left hand corner
2. Click 'My account'
3. Click edit account and then scroll down to the bottom and click 'Edit account' button
4. Scroll down and enter your new delivery instruction in the field provided

On the website:
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 Account'
4. Scroll down until you see 'Delivery Instructions'
5. Add the instructions for your milkman to deliver your milk correctly and safely

It's saying I don't have a repeat weekly order, how do I checkout?

Sorry, you need to join our milkround to make one time orders. If you set up a repeat weekly order we can collect your empties and reuse the bottles, saving plastic waste. Then you can add one time orders as often as you like.

To set up a repeat weekly order, select the item you wish to purchase and click buy. It will then offer 'Repeat Order' and a choice of three days. Your weekly delivery can be amended at any time and 'One Time Orders' can be added as you go. If you're still having issues, please contact us at [email protected]

How do I refer a friend?

We'll be offering free goodies and gifts for you and your friends, family or neighbours to say thanks for refering them. Click on the refer a friend link to see how you could share these rewards with others. You can refer as many people as you like, so get ready for some great treats.

Our refer-a-friend programme is managed by Mention Me who will process your data and send you referral service emails.

When is payment taken?

Setting up a repeat weekly order:

We bill you for your first week’s deliveries on the day you set up a repeat weekly order. Your week 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 (Fig.1)

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.

What time is my delivery?

Our milkmen and women work through the night and aim to have your order on the doorstep by 7:30am each morning. We’re unable to pinpoint an exact time, as it’s dependent on our automated delivery route, which can change from week to week.

One time orders

One time orders are always billed immediately and payment is taken just once.

Cancelling an order

If you cancel or pause one of your repeat orders after your weekly payment has been taken, your Modern Milkman account will be credited for the following week’s orders. A receipt will be generated on the day of your next weekly payment, and the credit will not be visible before then.

Example: Cancelling an order

So, if you cancel a repeat weekly order worth 99p, you’ll get 99p off next week’s orders, and the item will be removed from your billing cycle.

 

Why am I paying a 50p delivery charge?

If your repeat weekly order totals £8 or more, delivery is free. Otherwise, you’ll be charged a 50p weekly delivery fee. One time orders count separately from your repeat orders. This small delivery fee allows us to offer a no minimum order value for the entire week.

How do I view my receipts?

All your receipts are available on the website or app. Your receipt includes a list of products ordered, delivery days, costs, fees and total cost. To access your receipt, log in to the website or app, then click on the menu icon and select receipts. If you have any further questions, please let us know.

Can I pay by cash instead of a card?

We do not accept cash on the door. However, our payment system accepts all major debit and credit cards and is easy to use.

How do I change the payment details on my account?

If you need to change your card details, please log in to your Modern Milkman Account and use the following instructions:

Using the app, click on the menu icon (three lines) in the top-left hand corner and select 'My account', then 'Saved cards'. You can edit existing cards and add new ones in the saved cards page.

Using the website select the menu icon (person) in the top right-hand corner, then go to 'My Account' and click on 'Manage Cards' to input the new card details and remove any old ones.

I paused my order, why was I was still charged?

Payment is taken in advance the week before delivery, via direct debit. If the payment has come out before you paused the order, the system won't register that this money is not required or needs to be refunded. For now, the money is held on the account and will be used for the first week you resume your weekly order.

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 you credit my account?

If you delete any items from your repeat weekly order, we'll add a credit to your account. We'll deduct any outstanding credit from your bill on the following payment.

To view your credit amount, please go to your 'Receipts' on our website or app and look at your account balance. The account balance is calculated weekly, once the payments have been made.

What time is my delivery?

Our drivers work through the night to ensure your deliveries are there by 7:30am each morning. We're unable to pinpoint an exact time, as it's dependent on our automated delivery route, which can change from week to week.

Can I change my delivery days?

We currently have three set delivery days in your area. You can order what you want and spread it across these three days however you choose.

Your postcode determines which delivery days are available, and we're unable to make a change to these three set days at this time.

Can I leave delivery instructions?

Absolutely! Delivery instructions help our milkmen and women, so we welcome them. When placing your order, there is a text box available for ‘Delivery Instructions’ and any information that might make delivery easier for our milkmen and women, and more suitable for you. If you've already placed an order, you can edit the delivery instructions on our website or app.

How do I place a 'One Time' order?

A 'One Time' order allows you to order an item or items once, without adding them to your repeat weekly order. You can choose your delivery date from a choice of three weekdays, the same way you do with a repeat weekly order. Select the product you want and then click 'One Time Order' before choosing a delivery day from the calendar.

Please note: Orders must be completed before 8pm to arrive the next day.

Do you deliver every day?

We don't deliver every day yet. We have three scheduled delivery days for each area we cover, which vary depending on where you live.

Do I need to order something for every delivery day?

No, you choose how many days a week you'd like us to deliver. Anything from one day a week to three days a week is fine. You pick your delivery days from your local delivery schedule, and order as little and as often as you like.

Can I add something to next week's order?

Yes, you can. As long as you have a repeat weekly order in place, you can add extra items as part of your repeat order or as a one time order.

Note: you need to order by 8pm for next day delivery.

Is there a minimum order?

No, there's no minimum order but you do need to set up a repeat weekly order. If your repeat weekly order is £8 or over delivery is free. Otherwise, you'll have to pay a 50p delivery fee which covers you for the entire week. This fee allows us to deliver with no minimum order value.

How can I change my repeat weekly order?

You can make as many changes as necessary. Once you're logged into your account, follow these instructions:

On the App:
1. Click on the menu icon (three lines) in the top-left hand corner and click 'My orders'
2. Click on the repeat weekly item you want to edit and then click the 'Edit your order' button
3. Make your changes and then click the 'Update' button

On the Website:
1. Click on the menu icon in the top-right hand corner and select 'My orders'
2. Find the item you want to update and click on the edit icon (pencil)
3. Make your changes and then click the 'Update' button

To cancel your existing repeat milk orders, you need to contact us directly so we can manage our supply and avoid waste. Email, use our webchat, and we’ll be happy to help.

How can I pause my repeat weekly orders?

To pause your repeat weekly orders log in to your account on the website or app. Click on the menu icon and select 'My Orders' then go through your repeat weekly orders and click the 'Pause' icon button for the items you want to pause. You will then be asked to pick a start date and an end date for this pause. Your deliveries for this item will resume the day after your pause ends.

Please note you can pause your repeat weekly orders for a maximum of 4 weeks.

How can I resume my repeat weekly orders?

Simply log in to your account and go to your paused repeat weekly orders. Click the 'Play' icon button and the system will reactivate your repeat orders.

If you have already paused your account but need to pause it for a longer period, you will need to reactive it and then pause it again selecting a new end date.

How do I leave The Modern Milkman and cancel all of my orders?

If you want to leave The Modern Milkman, please notify us via email, webchat or Facebook messenger with your full address and contact number, so we can arrange this for you. If there's anything we can do to help change your mind, don't hesitate to ask.

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

If this has happened to you, we'd like to apologise. Mistakes can happen but we'll do our best to make amends. Your order might have been left out of sight, in a place you didn't expect. Our advice is to have a quick check and if you still can't find it, please let us know within 24 hours so we can investigate fully. If you report a missing delivery outside of the initial 24 hours, our ability to investigate will be limited.

What do I do if my order is delivered to the wrong address?

We're sorry, mistakes can happen but we'll do our best to avoid making the same error twice.

Please notify us via email, webchat or Facebook messenger with your full address and contact number.

Our advice is to check your account details and ensure your pin is placed accurately on the map. You can also add a picture of your front door for your milkman.

The pin is really important for our milkmen to locate your house.

If you're using the App:
1. Click on the menu top-left and select 'My Account'
2. Then click 'Edit Account'
3. On the edit account page scroll down to the bottom and click 'Edit Account' button
4. Scroll down to the bottom of the page, move your pin to the correct location
5. Click the confirm pin location button

If you're using the website:
1. Click on the person icon in the top-right corner
2. Click on 'My Account'
3. Click on edit account and then scroll down to the map at the bottom of the page
4. Move the pin location manually and click the confirm your pin location button

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

If you find something wrong with your order, let us know as soon as possible so we can resolve it quickly. Send us an email at [email protected]

My milkman didn't pick up the empty bottles, what can I do?

It's often dark when our milkmen and women deliver, so this can happen from time to time if they're not left in an obvious place or if the van is full because lots of customers have saved up a week's worth of bottles. We'll do our best to collect them on your next delivery. If they don't get collected please let us know and we'll get a message to your milkman.

What should I do if one of my items is damaged or has gone off?

We have high standards when it comes to quality and freshness, so we take this very seriously.

Please email us at [email protected] or click our live chat, and we'll do our best to resolve this issue for you.

I live in a flat, where will my milk be left?

If you live in a flat, we'll leave your delivery outside the main building door.

If one of my items is out of stock, what will happen?

If an item goes out of stock, you'll receive an email notification to let you know. We'll ensure that on your next delivery date the missing item will be added. If however, you no longer want the out of stock item, please contact us by email at themodernmilkman.co.uk or go to our live chat.

Why is there a temporary switch to plastic egg cartons?

Due to the impact of Covid-19 on manufacturing, the smaller suppliers are struggling to source cardboard egg cartons, and the larger chains have acquired the ones that are left. Plus current legislation prevents us from reusing the old ones and sterilising them. Rest assured, our eggs are still free range and will be back in cardboard as soon as possible.

Is the milk organic?

No, our milk is not organic. A lot of the best dairy farms don't see the merit in paying for an organic accreditation. We insist on high standards of animal welfare, as well as reusable glass bottles, which sometimes means we have to source our milk from further afield. But we try to remain as local as possible. However, less than 3% of dairy farms in the UK are currently organic, which means it would be impossible to use these farms whilst trying to remain local. This situation could change as the popularity of organic milk grows.

Is your packaging plastic free?

Yes, our packaging is plastic free. We use returnable glass bottles for our milk, juice and fizzy pop, as well as returnable tea and coffee caddies, and our groceries come in plastic free packaging. The exception to the rule is our bread, which comes in an innovative paper and plastic composite bag that goes in your paper recycling because it's designed to fully recyclable from home.

Where can I find a list of ingredients?

To view ingredients and allergens for a specific product, just click on the product you want to know more about (or click the buy button) and the information will drop down. 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 is my milk from?

Our milk is from local dairies and is typically on your doorstep within 24 hours of milking. Some areas have dairies that are more local than others, which is dictated by the dairy's ability to supply fresh milk in reusable glass bottles for doorstep deliveries, but we try to keep our supply chains as short as possible. We have a list of our dairies in the Our Suppliers section of our website.

Will you be delivering new products?

We're always looking to expand our range of responsibly sourced groceries in plastic free packaging.

If you have any suggestions for new products, we'd love to hear your feedback. Please email: [email protected]

Do you cover my area?

To find out if we deliver in your area, please go to the homepage of our website https://themodernmilkman.co.uk/ and enter your postcode.

Our popularity is spreading fast and we're expanding rapidly across the UK. So, if we don't cover your area just yet, watch this space...

How do I become a modern milkman or woman?

We're expanding rapidly across the UK, so we're on the lookout for new milkmen and women to join our team. View our current openings and apply online: https://themodernmilkman.co.uk/company/careers/

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

We're always looking to expand our range of responsibly sourced groceries in plastic free packaging.

If there's something extra you'd like to see on your doorstep, we'd love to know. Email your suggestions to [email protected]

What can I do to stop the birds and animals getting at my deliveries?

The birds and animals love our products as much as you, given half the chance. We recommend leaving a container with a lid out for your milkman.

You can also leave a cool bag out for your groceries or a container with water in the bottom, to keep your milk cool in the summer.

We encourage improvisation, just remember to leave delivery instructions on the website, app or the doorstep itself.

When are your customer services team available?

We're open from Monday to Friday from 7:30am to 7pm, and Saturday from 7:30am to 1pm.

You can contact us by email [email protected], live chat or Facebook messenger.

Want to work with us, as a supplier?

We're always looking for new suppliers who shared our passion for quality produce and plastic free packaging.

If this sounds like your business and you can supply the areas we cover, we'd love to hear from you.

Learn more https://themodernmilkman.co.uk/company/become-a-supplier/