Deliveries

• Will I get a Proof of Delivery notice?

  Yes, you will receive a Proof of Delivery notice via email. Our email delivery notification system ensures that you are promptly informed once your delivery has been completed. Additionally, we will continue to provide paper delivery notes for your records.

• How can I pay for my deliveries?

  Please continue to make payments using your usual method. We’ll soon be introducing credit and debit card payments via our website, with plans to add direct debit and bank transfer options in the near future.

• Can I add delivery instructions?

  If you wish to share specific delivery instructions with us you can do this from your Creamline For Business Account. Head to My Account > Delivery Addresses > Additional Delivery Instructions to let us know your requirements.

• What days do you deliver on?

  We deliver in most customers’ areas between three and five days a week. When you are setting up your account, your account manager will discuss delivery days with you.

• What is the cut off time for next day delivery and changes to standing orders?

  You can typically place orders up to 9pm the night before your next available delivery day.

  Certain products have a longer lead time, typically between 24 and 72 hours. When you select a product with a longer lead time, the system will detect this and automatically display the earliest date the product will be available for delivery.

• When will I receive my delivery?

  Your account manager will discuss delivery days and times for your area and confirm these with you.

• Can I amend my order on the day with the delivery person?

  If you find that you require additional products on the day of delivery, please feel free to speak directly to your delivery driver. If your delivery driver has the additional products you require on their vehicle, they will be more than happy to assist you. Please note, this service is subject to stock availability at the time of delivery.

  If you would like to amend a future order on your day of delivery, please feel free to speak directly to your delivery driver who will be happy to help you.

  Please don’t try to pause your deliveries with your delivery person as they cannot carry out this function for you.

• Who do I contact if I have a query about an order or delivery?

  If you have a query about an order or a delivery, please submit a ticket and a member of the team will get back to you as soon as possible. When logged in, go to the My Account section please use the Help & Support link to submit a ticket.

  You can also contact the depot via phone. The phone number for your depot can be found on your account dashboard. Our dedicated team at the depot will assist you with any questions, changes to your order, or specific delivery instructions you may have.

  Alternatively, please don’t hesitate to get in touch with your account manager directly who will be happy to help.

• What happens if my order is not delivered correctly or as expected?

  We are sorry if your order does not meet with your expectations. If this is the case, please submit a ticket with our support team who will assist you as soon as possible. You can do this by heading to your My Account section and using the Help & Support link.

  Alternatively, you can give us a call using the number listed in your account dashboard or by contacting your account manager directly. Our 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.

• How do I pause or cancel deliveries?

  Once you’re logged in with an active account, head to "Pause your Deliveries" in your account 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.
  Please don’t try to pause your deliveries with your delivery person as they cannot carry out this function for you.