What happens when you become a customer?
On your first delivery, you will receive a welcome pack containing a thank you letter, product information and a list of payment methods that we accept. There is a questionnaire inside for you to complete to confirm your personal details and which payment method you would prefer to pay by each month. When completed, you can leave this in the envelope provided for your milkman to collect on his next delivery or you can send this back to our head office.
What time will the milk be delivered to my door?
We plan our delivery routes in advance, aiming to streamline the route to reduce environmental impact. We guarantee that the milk will be at your door before 7am.
My milkman delivers after I have left for work in the mornings, what can i do?
Kerr's Dairy guarantees that your milk delivery will be at your door before 7am in the morning. If you have left for work before this time, give us a call and we can see if the milk round can be adapted so you can get your milk in time. We apologise in advance if we cannot change the route, but we will try our best.
Will I get the same order every week?
When you become a Kerr's Dairy customer, you set up a standing order with us. If you don't inform us of any changes then you will receive the same order on your designated delivery days.
Can I change my standing order?
You can change your standing order at any time by phoning our head office or sending us an email up to 4pm on the day before your designated delivery.
I'd like to receive some of my orders every other week?
No problem at all. Give us a call or drop us an email about the items you would like on certain weeks and we will sort it out for you.
I want to change where the milkman leaves my delivery?
Give us a call or drop us an email. We can update delivery preferences at any time and will ensure that these are passed onto the driver.
My order wasn't delivered, what happens now?
If your order has't been delivered by the usual time, your milkman may be running late. They could also be on holiday or ill, in which case a stand in milkman will be making the deliveries. This may take a little longer as they don't know the delivery route as well. If your delivery doesn't arrive at all, please get in touch with us on 01382 825018 and we will rectify this as soon as possible.
Cancelling/ postponing deliveries
What happens if I go on holiday?
If you are going on holiday, send us an email or give us a call with the dates that you would like to stop and restart deliveries.
I would like to leave a note for the milkman stating when I'm going on holiday. Can I do this?
Yes, no problem. All you need to do is make a note of the dates you leave and return and our driver will get the note and give it to our office staff to input into the computer system.
What happens if I'm in hospital, away with work, on an extended holiday or don't know when I will return home?
If you send us an email or give us a call to say you are going away and are unsure of your return date, we will postpone the delivery until further notice. Just get in touch when you return home and we can start up the delivery again.
How do we pay?
Each customer gets a monthly bill after the last Saturday of each month. This will contain information about your next delivery and once you have your bill, you can pay by Direct Debit, cash, cheque or card.
When do we get an invoice?
All invoices are printed off on the last Saturday of the month. Your milkman will deliver this with your next delivery.
When should we pay the invoice?
This depends on the method of payment you choose. For example:
Customers who leave out payment - Payment is expected on the next delivery date after the invoice has been delivered.
Customers who pay by card - Payment is expected within a week of receiving the invoice. Please phone the office to pay.
Customers who pay by Direct Debit - Customers are expected to check their invoice to ensure everything is correct. If everything is ok, you don't have to do anything. If there is a problem with your invoice, call our head office on 01382 825018, and choose option 1. This call must be made before the 10th of the month, to ensure that corrections can be made before payment is taken on the 15th.
What happens if we don't pay our bill in time?
Kerr's Dairy have many loyal customers who pay their bills on time. If a bill isn't paid within 8 weeks, we will give you a call. If we can't contact you by phone, we will send one of our drivers to collect payment. If this fails, we will stop your milk delivery and wait for you to get in contact with us.
What happens if my direct debit bounces?
Direct Debit payments are taken on the 15th of the month. Our office staff will be in touch within a couple of days to allow you to make a payment over the phone instead.
What happens if the 15th lands on a weekend?
No payments will be taken before the 15th. If the 15th is a Saturday or Sunday, payments will be taken out on the following Monday.
What happens if I left a payment out for the milkman but he didn't take it?
Don't worry. This does happen occasionally. The driver may be rushing, or it may be too dark to see the envelope. If you could send our head office an email or give us a call to explain that would be most appreciated. We will leave a note in the driver's diary to collect the payment the next time he delivers to you.