Frequently Asked Questions
The most common questions about our doorstep milk delivery service.
Using the customer portal
We’re upgrading our online customer portal, so you may now see a new version.
We’re moving customers across in stages to make sure everything works smoothly. There’s nothing you need to do, and your account details and deliveries won’t be affected.
We’re currently moving customers to our new portal in stages.
If your account has already been moved, please use the new customer portal. If it hasn’t, you can continue using the old customer portal for now.
We’re doing this gradually to make sure everything works smoothly. All customers will be moved to the new portal soon.
You can use the customer portal to:
– Pause deliveries
– Change products or quantities
– Change delivery dates
We’re continuing to improve the portal and will add more features over time, giving you even more control over your deliveries.
Even if you haven’t received an invitation email, you may still be able to register and log in.
The quickest way to check whether your account has been moved is to register for the new portal using your customer number or email address.
– If you can register, your account is ready to use on the new portal.
– If you can’t register, your account hasn’t been moved yet. You can continue using the old portal for now.
If your email address isn’t recognised, try using your customer number instead. This usually means the email address we have on file is different from the one you entered.
- Already registered? Log in to the new customer portal.
- Not registered yet? Register for the new customer portal.
- Haven’t been moved to the new portal yet? Log in to the old customer portal.
Manage your account or get help
In most cases, you don’t need to contact us at all.
Your online portal lets you make changes straight away, without needing to call or wait for a response. It’s the quickest way to stay in control of your deliveries.
If you do need help with something more complex, our team is always here to support you.
You can pause deliveries or change your order through the online customer portal.
If you pause your deliveries online, you’ll receive a confirmation email. Please check that you’ve received it to make sure your request has been processed.
You can also call us on 0330 555 5588 or contact our Live Chat team between 8:30 am and 4:00 pm, Monday to Friday.
We’re here to help and offer several easy ways to get in touch with our team:
- Online portal: Use the customer portal to make changes to your deliveries.
- Live Chat: Available from 8:30 am to 4:00 pm, Monday to Friday.
- Phone: Call us on 0330 555 5588. Our phone lines are open from 8:00 am to 5:00 pm, Monday to Friday.
Need help outside Live Chat hours? Use our contact form, available from 4:00 pm to 8:00 am.
We’re always happy to help with any questions about your account.
Please contact our Customer Services team with your new address, including the postcode, and the date you’d like deliveries to begin.
We’ll confirm whether we deliver to your new address and let you know if your delivery days will change. Call us on 0330 555 5588 or contact us through Live Chat.
Payment & Account Information
We don’t offer cash collections. Payments are made by recurring card payment or Direct Debit, providing a quick, secure and hassle-free way to pay. You won’t need to worry about having the right change or being at home when we deliver.
New customers joining through our website can set up a recurring card payment when placing their order. If you already have an account, you can set up a Direct Debit here.
Customers joining through our website can set up a recurring card payment. Direct Debit is also available.
Payments are taken weekly in arrears, which means you’ll be charged the week after receiving your delivery.
If you already have an account, you can set up your Direct Debit here.
If a Direct Debit payment is missed, the outstanding amount will be added to your next weekly payment. This means your next charge will include both the missed balance and the amount due for the following week.
We understand that missed payments can happen, but repeated missed payments may affect your deliveries. If you’re experiencing payment difficulties or would like to discuss your account, call our Credit Control team on 0330 555 5588.
Your weekly Direct Debit is collected every Wednesday in arrears. This means the payment covers the deliveries you received during the previous week, so you’ll only pay after your deliveries have been made.
Your monthly Direct Debit is collected between the 1st and 4th of each month. It is taken in arrears and covers all the deliveries you received during the previous month.
This is usually due to the way our billing cycle works. As payments are collected in arrears, you may still be charged for deliveries you received before your holiday pause began.
If you recently paused your deliveries, a payment may still be collected for your previous week’s order. Your holiday changes will be reflected in the following payment.
Payment in arrears means that you’re charged after receiving your deliveries.
Weekly Direct Debits are collected every Wednesday and cover the previous week’s deliveries. Monthly Direct Debits are collected between the 1st and 4th of each month and cover the previous month’s deliveries.
This gives us time to reflect changes to your orders or holidays and resolve any delivery issues before payment is collected.
Milk Delivery Information
In many cases, yes. We can deliver to flats and apartment blocks if there is an appropriate safe place outside the building where we can leave your order.
As our deliveries often take place overnight or early in the morning, our drivers cannot enter communal buildings, use buzzers or access buildings that require a key, fob or entry code.
Our routing team will review your address to make sure delivery is possible. If we’re unable to access a suitable external safe place, we’ll let you know. If you’ve already placed an order, our team will contact you and issue a full refund.
Yes. We deliver fresh milk to offices and a wide range of other businesses before 7:00 am, so it’s ready when your team arrives.
To request a quote, visit our office milk delivery page, contact us through Live Chat or call 0330 555 5588.
All children under 5 who attend approved day care facilities are entitled to receive 1.3 pints of milk every day. You can apply by completing our form.
Our Milk
Many customers prefer milk delivery for its freshness, convenience and support for British farmers. Our milk travels from the dairy to your doorstep within 48 hours and is delivered before 7:00 am.
The shelf life can vary, usually lasting 10 days but always check the use-by date on the bottle. Keep your milk refrigerated below 5°C and return it to the fridge promptly after use.
Yes. We offer whole and semi-skimmed organic milk in reusable glass bottles and plastic cartons.
Our Organic Whole Milk has also won a Great Taste Award.
Yes. The pasteurisation, bottling, storage and transportation of our organic milk are certified by the Scottish Organic Producers Association. You can find the certification code GB-ORG-17 on our labels and glass-bottle foils.
Use our postcode finder to check whether we deliver to your address and start building your order online.
Our online shop includes a range of milk, milk alternatives, fruit juices, free-range eggs, bread, cream, yoghurt and other household favourites – all delivered to your doorstep.
Yes, our alternative milk range includes lactose-free milk, almond milk, coconut milk, oat milk, and soya milk. We deliver these alternatives to your door before 7 am.
We source our milk from British farmers, primarily through our own growing network of directly partnered, family-run farms. This direct-supply approach allows us to support local farming communities, maintain high quality, and pay a fair, sustainable price. Additionally, a proportion of our milk is sourced from First Milk, a farmer-owned cooperative as part of a balanced, resilient supply chain.
Additional Information
We focus on paying farmers fair, sustainable prices over time, either through direct agreements with family-run farms or via a farmer-owned cooperative, where year-to-date averages remain competitive within the UK dairy sector.
Traditional milk deliveries became less common during the 1990s as supermarkets grew in popularity and more milk was sold in plastic cartons.
McQueens Dairies continues the tradition by delivering fresh milk and other essentials directly to the doorsteps.
At McQueens Dairies, we use specially designed Volkswagen Transporter Dropside vans for deliveries rather than traditional milk floats.
Yes. You can read our latest customer reviews on Trustpilot.
We aim to deliver your milk before 7am.
Yes. Log in to the Blue Light Card app to access your offer. Once you have your discount code, enter it at checkout when placing your order through our website.
The offer is available to new online customers only.
If you’re interested in sponsorship or a potential collaboration with McQueens Dairies—whether for an event, local project or community initiative—please email marketing@mcqueensdairies.co.uk with:
- Your name
- Your door number and postcode
- A brief description of the opportunity
- The type of support you’re requesting
Although we can’t support every request, our team will review your proposal and contact you if the opportunity is suitable.