What happens at Christmas?

Generally, we don’t deliver on Christmas Day, Boxing Day and New Year’s Day. If they fall on Sundays we will outline the alternate days our staff will be off and as above we will shift regular orders back to precede those days so that you get your normal amount of milk, goods, fruit & veg over the period without having to make any changes.

If you are struggling for room in your fridge for glass pint bottles then please consider becoming an online customer and varying your delivery for that specific day for 2L containers, which may fit a larger amount of milk in a smaller space. Do also look out for special products for Christmas and Easter.

Last, but not least, why not use our Best of Local service, so you can enjoy our local meat and fresh veg, with FREE delivery to your door.

At Christmas, Easter and for Bank Holidays, if there is any change to your normal delivery you will receive an email outlining the proposed change and you will also see on your account that the order has been shifted back a day or two to ensure you still get enough of what you have ordered.

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.