FAQ

Customers set up by our door-to-door salesmen: You will receive a welcome text once your details have been entered into our system. The text will provide a link to a page that will explain a bit about our business and ask you for bank details so we can set up your variable direct debit.

Customers set up through our website: Once you have browsed through our website, chosen your products and filled in all your details, you will receive a confirmation e-mail advising you of your delivery days and when you will receive your first delivery.

If, for some reason, we can’t deliver to your property: A member of our friendly customer service team will contact you and advise you on what happens next.

We plan our delivery routes in the most streamlined way to have the least environmental impact. We do, however, aim for the milk to be at your door before 7am.

We’re sorry if this has happened to you. On the very odd occasion your delivery driver may be running slightly late. Alternatively, your delivery driver may have left your order out of sight in a place you didn’t expect. We’d advise you to have a quick check, and if you still can’t find it, we would like you to contact us either by phone or by e-mail. Our friendly customer service team will then help identify the problem and may offer you an immediate credit or redelivery the next morning depending which area you live.

YourMoo is the name of our customer portal which allows our customers to be in control of their own account.

All customers need to sign up to YourMoo themselves. You can do this in on of 3 ways:

Or via the login page on our website
By the link you receive in your confirmation e-mail
By the link in your confirmation text

There are many benefits to having your own online account. By registering for YourMoo, you can:

Tell us about any holiday dates – accessed via the HOLIDAYS Tab.
See the extensive range of products we can deliver fresh to your door – accessed via the PRODUCT Tab.
Add products to your standing order or pick a product for a one-off delivery – accessed via the PRODUCT Tab.
See your current account balance (up to the end of the current week) – accessed via the STATEMENTS Tab.
Make online payments – accessed via the £ MAKE PAYMENT Tab.
See your standing order per week – accessed via the REGULAR ORDER Tab.
See current and past deliveries – accessed via the DELIVERIES Tab.

When you become a customer, you set up a standing order. This order will not change unless you update your standing order through YourMoo or contact us directly to make amendments to your order.

You can change your standing order at any time. You can do this in one of 3 ways:

Phone us
Log into YourMoo (online account)
Send us e-mail

Please contact us by phone or email to let us know where you would like your deliveries to be left. We will then apply this instruction to your account for your milk person to reference.

All we need to know is the date of your final delivery and the date you want to restart. You inform us in one of 3 ways:

Phone us
Log into YourMoo (online account)
Send us an e-mail

All we need to know is the date of your final delivery and the date you want to restart. You inform us in one of 3 ways:

Please contact us by phone or email. We can place a suspension on your account that will last up to three months before we look at removing you from our system. You can contact us at any time within this period to extend the suspension or to restart your deliveries.

The common method of payment for doorstep customers is to set up a weekly Variable Direct Debit. You can do this in one of 3 ways:

1. Through YourMoo
2. By following the link in your confirmation text
3. Phone us

If you would prefer your Variable Direct Debit to be taken on the first Wednesday of each month, you will have to phone us to speak to one of our team members.

We send email invoices either every week or every month depending on your payment frequency. We can send monthly paper invoices, however a charge of 25p per week will be added to your standing order to cover the cost of postage.

You can also access your statements through YourMoo if you have set up your online account. These statements will show the balance up to the previous week. You can access this facility through the STATEMENT Tab.

Becoming a new customer through our website: When you sign up through the website, payment for your 1st week’s order is taken straight away. If we can’t deliver to your property for some reason, you will be refunded (this could take 2 – 5 working days).

Variable Direct Debit: New customer direct debits take 10 working days to set up, which is why we now take your first order payment up front. When your variable direct debit is set up, payments are taken each Wednesday (if weekly) or the first Wednesday of each month. Please note: you will need to contact us by phone if you would like to have your variable direct debits taken monthly.

You will receive notification by email, text and phone call if your direct debit fails. Your deliveries will be placed on hold with immediate effect until payment is made.

We’re sorry to hear you’re leaving. Our customer service team are here to help and would like your feedback, so if you want to cancel permanently you can do this in one of two ways:

E-mail us
Call us

Our Customer Service Team will be more than willing to help you with your address change. Simply email enquiries@kerrsdairy.co.uk with the below details:

Date of Move
Current Address
New Address