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, the night before your next available 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 need orders in by 9pm two days before the day of delivery or by 9pm on Friday for a Monday delivery.
to ensure our suppliers can prepare goods to meet your order. 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 small variations to "Daily Essentials" items such as milk, bread and store cupboard essentials, yes you can (although we do reserve the right to charge per our contract with you if the order reduction is over £1 in value). 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 rounds person 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 night before your next available delivery day. 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 three days before the day of 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 rounds person 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. In times of unprecedented demand, please bear with us as we’ll be making every effort to deliver your items.
Best of Local orders will normally be left at the same time as the normal milk or goods delivery time, usually by 8am. In times of unprecedented demand, Best of Local orders may be delivered separately and potentially later than your normal milk or goods delivery time direct from depot so please bear with us.
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 rounds person. If you are worried about the security of your delivery the regular rounds person 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. 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 logging into your Creamline account and raising a ticket. The team will endeavour to get it put right either by picking up surplus product or delivering a replacement for what you ordered. Where it isn’t possible to provide the item we will issue a credit or debit note to your account if the delivery quantity has already been confirmed for that day.
In times of unprecedented demand, such as Covid-19 lockdown, please do not contact us by support ticket until after 1pm as your delivery may be running late and until the rounds person returns to depot and uploads their delivery hand set we cannot see exactly what they believe they have delivered. After that time we can tell if a credit is required to update your account for a missed item or delivery. Thank you for bearing with us.
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 "Pause your Deliveries" in the Dashboard menu. 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 'pause' period for each holiday.
Please be aware that the Paused 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 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 Pause your Deliveries function.