Setting up my account

Once I’ve set up my account, can I unsubscribe from Creamline emails?

If you’re a registered customer, Creamline will need to send you service emails to confirm your order, delivery day and account information. At Creamline you’ll only receive service emails when we need to share vital information about your account. To unsubscribe from these emails customers must deactivate their account. These emails are separate to marketing emails, which you can unsubscribe from without affecting your service or important service emails.

How will I know my account is live and that Creamline is ready to commence deliveries?

Once you have successfully set up your debit or credit card and paid your small £1 payment to validate your card, your account will become active. You will receive an email confirming receipt of your registration data and once this is processed you can start setting up orders in the "Daily Essentials" part of the website.

You will have a spend allowance of £20. If you wish to spend more than this you can always fund your account with a one-off payment by going to the My Details page on your account and scrolling to the bottom. The option to make a one-off payment is there.

Best of Local orders are currently finalised, confirmed and paid for by your chosen credit or debit card 2 days before your chosen delivery day, normally by 9pm two days before your chosen delivery day, or by 9pm on Friday for a Monday delivery.

These orders do not form part of your spend allowance or current account balance for the "Daily Essentials" side of the website, which is billed weekly in arrears up to each Saturday. So, to receive your Best of Local box, all you need to do is make sure your bank account is funded and/or your card details are up to date when each Best of Local order is confirmed.

Very occasionally for logistical or credit control reasons we may be unable to commence deliveries to a potential customer and we will let you know as soon as possible if this is the case.

How many accounts can I open?

As long as you put in a valid address, identity and payment details you may set up several delivery addresses (max 3) at different locations under your main account. Once logged in with an active account you can set up an additional delivery location by going to My Account dashboard and then Delivery Addresses. Each delivery location will be served separately, potentially on different rounds, but you will receive one bill and payment collection for all of them. Why not set up a delivery for your elderly parent or student child? Please bear in mind that the regular weekly order value needs to exceed £3 per order at each location for Daily Essentials deliveries and £5 per order for Best of Local deliveries.

I have forgotten my login ID or password, what do I do?

Please follow the forgotten ID/Password procedure at the login. Emails will be sent to your specified email address with the details. Failing that contact your local depot who will be pleased to help. Please note that they cannot give the details over the phone but will email it direct to your designated email.

How will my milkman know that I am now an online customer?

The milkman will be informed that you are now online and what your new regular order is to be. Every day he will get a report and a download to his delivery terminal telling him what goods you have ordered for that day and if you have changed your regular order for that day. Your milkman will close your former offline account by clearing any amount owed, in the normal manner once you pay him, but thereafter it will all happen automatically by your chosen online payment method. So, don't worry - leave it to us!

Is there a maximum order value?

Once you have successfully set up your debit or credit card and paid your small £1 payment to validate your card, your account will become active. You will have a spend allowance of £20 as your "Daily Essentials" purchases are billed weekly up to a Saturday in arrears. If you wish to spend more than this allowance you can always fund your account with a one-off payment by going to the My Account dashboard and then Payment Methods-Make One Off Payment. If you feel your spend allowance should be increased please contact your depot or an online Administrator using the My Help & Support ticket function in My Account but this will not generally be amended until you build up some payment history with us.

Best of Local orders are currently finalised, confirmed and paid for by your chosen credit or debit card normally at 9pm 2 days before your chosen delivery day or by 9pm on Friday for a Monday delivery.

and so do not form part of your current account balance for the "Daily Essentials" side of the website. They are therefore not limited by the £20 spend allowance so as long as your bank account is funded and/or your card details are up to date when each Best of Local order is confirmed then the maximum value is what your finances and card issuers or our stock holdings permit .