Deliveries

When can I place my order for the shortest response time?

For "Daily Essentials" items such as milk, bread and store cupboard items you can place orders up to 9pm on any day for delivery the following morning or next normal delivery day. After that time your regular order will be presumed to be the order you want for that day and that is what we will deliver and charge you for.

For Best of Local Store items, we now offer next day delivery – as long as your order is placed and confirmed by 5pm the day before, in time for when our local independent shops call close up shop. We take payment in advance for these orders at this time and confirm the final order to you by email.

Can I leave a note out for my roundsperson varying my order?

For "Daily Essentials" items such as milk, bread and store cupboard essentials, yes you can. But if you don’t have a regular order set up for that day anyway the roundsperson won’t come to your door and so would not receive the note. If the variation is for extra then it will also be subject to the roundsperson having enough of that stock on board his or her float.

The best way to ensure you get exactly what you want from the Daily Essentials shop is to go online by 9pm the day before to amend your order via the website. Best of Local orders are different, as Creamline heads to our partner producers and Manchester’s Smithfield Market each day to pick and pack the items you've specifically ordered. So, these items can only be varied or cancelled by the cut off time, which is 5pm the day before delivery, by logging onto your online account.

When will I receive my delivery?

The vast majority of deliveries are complete by 8am on normal delivery days. Exceptionally, if the roundsperson has a very large round, a problem with his vehicle, traffic or the relief milkman doesn’t know the round as well then it may be later than this.

Best of Local orders will be left at the same time as the normal milk or goods delivery time, usually by 8am. Where you have selected a "hand over" the roundsperson will make one concerted attempt to contact you at your property between 8am – 10am for the hand over between the designated times, but if this is unsuccessful they will either leave the order in the agreed safe delivery position on your property or return with the order to their depot.

You can contact the depot and either arrange delivery of the order the following day or to pick it up yourself from there at an agreed time. Please note that if we have to retain Best of Local orders at the depot after their normal delivery day, while every effort will be made to store the order well, we can no longer guarantee it will be as fresh as it would have been if handed over at the correct time. In any event we will only retain non-delivered Best of Local orders for 24 hours before they will have to be disposed of. Refunds will not be available for unsuccessful deliveries where we have followed the given delivery instructions.

Where will the roundsperson put my delivery?

When you register your account, you are given an opportunity to leave any special instructions about where you want your goods delivered to or left. You can also agree a suitable place with your roundsperson. If you are worried about the security of your delivery the regular roundsperson can use an agreed hiding place on your property. For the most part milk and goods on the doorstep are safe, but if you have a problem please let us know and we will work with you to solve it.

Best of Local orders on the standard, free delivery option will be left in either the location designated by you or the normal agreed safe delivery position on your property. Where a "hand over" has been selected the roundsperson will return to your home between the designated 8am – 10am time period and knock on the door. They will make one concerted attempt to contact you at your property for the hand over, but if this is unsuccessful they will either leave the order in the agreed safe delivery position on your property or return with the order to their depot. You can contact the depot and either arrange delivery of the order the following day or to pick it up yourself from there at an agreed time.

Please note that if we have to retain Best of Local orders at the depot after their normal delivery day, while every effort will be made to store the order well, we can no longer guarantee it will be as fresh as it would have been if handed over at the correct time. In any event we will only retain non-delivered Best of Local orders for 24 hours before they will have to be disposed of. Refunds will not be available for unsuccessful deliveries where we have followed the given delivery instructions.

What happens if my order is not delivered correctly or at all?

It should be and we are very sorry if this is the case.

If you notice the order is incorrect in the morning please contact your local depot by phone on the contact us section of the website. They will endeavour to get it put right either by picking up surplus product or delivering a replacement for what you ordered.

If it is noticed later in the day please contact the depot either by phone or email and they will issue a credit or debit note to your account if the delivery quantity has already been confirmed for that day.

What do I do if I am going on holiday?

Once logged in with an active account, please use the holiday booking function on the website which is found by clicking on Hold my Orders with a 'pause' type symbol next to it. Use it to tell us the date of your last delivery and the first day you want us to deliver when you get back. We can help ease the strain of arriving back and finding an empty fridge. If you are not arriving back too late on a given day then we could leave the goods for you that morning.

Please don’t get in touch about your holiday by a note to your roundsperson as they cannot carry out this function for you. Please also set up a new 'hold' period for each holiday.

Please be aware that the Hold orders function will suppress "Daily Essentials" orders for that time but if you have a confirmed Best of Local order for which payment has been taken it is in transit and will either be delivered as stated on your order or returned to depot and held there for 24 hours pending collection. If this is a problem please contact your Depot by phone or using a support ticket in the My Help & Support link to make arrangements for this.

Please note that if we have to retain Best of Local orders at the depot after their normal delivery day, while every effort will be made to store the order well, we can no longer guarantee it will be as fresh as it would have been if handed over at the correct time. In any event we will only retain non-delivered Best of Local orders for 24 hours before they will have to be disposed of. Refunds will not be available for unsuccessful deliveries where we have followed the given delivery instructions.

Unconfirmed and as yet unpaid Best of Local orders will be suppressed by the Hold function.