FAQ

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FAQ FAQ

Getting Started Online

Subcriptions are the best way to get the most from AweSome Dairy, these are the items you want to have delivered, well, regularly. Most people want the same milk delivered on the same day or days each week, and that's a Subcription. Simply find the product you want to have delivered, click the 'Regularly' button next to it and choose the days and quantity you want it to be delivered. It's that simple. It doesn't have to just be milk either; almost all of our products are available to put on Subcription. Items that aren't are things like seasonal items – grape fruits, watermelon, things you'd only want once, and you won't see a 'Regularly' button next to these.

For more help setting up a Subcription, why not watch our help tutorial here. (youtube video link for order)

If you want to increase, or decrease your Subcription for any given day, simply sign in to your account, view the 'My Confirmed Orders' and use the arrows to navigate to the days order you wish to change. Click the 'View/Edit' option to change your deliveries for that day and amend the quantities for the items you want to change and click 'Save'.

If you want to add a new item, like cheese or paneer, to your regular delivery one day simply browse the shop for the item you want, click on 'Once' next to the product and choose the day and quantity you want to have it delivered. Don't forget to got to your shopping basket, click on the 'Checkout' option and then 'Confirm My Order' to make sure your AweSome Dairy knows to deliver it.

If you want to increase or decrease your Subcription for your future deliveries, sign in to your AweSome Dairy account and click the 'My Subscription' button on the right hand side. Here you can adjust the days and quantities of your existing Subcriptions, or delete them. Make your changes and click 'Save'.

There's no need to delete your orders each day you are away, or delete your Subcriptions. Use our safe and secure 'My Holidays' link at the top of the page to tell us the day you want your deliveries to stop, and when you want them to restart. Click on the calendar icons to choose the days and click 'Save'. We'll put all your regular deliveries on hold until you get back.

Yes of course, however you will need to set up the account for your parents in their name at their address to comply with our identity verification checks. You'll be able to use your own payment details if you wish when you come to set this up. You will also need to use a different email address to the one you use for your own account.

Your registration email should be automatically generated but if you have a spam filter it may have been diverted to your spam box. If you find our email then great - just save us into your address book. No sign of it? Give us a call on 08007444470 and we'll help you.

Consumer legislation for online shopping means that we have to give our customers the opportunity to check and agree to our Terms & Conditions whenever you place a new, or change an existing order with us so that you can be fully aware of what you will be paying for when you buy from us. Unlike many online shops however, where you might place a single order every so often, AweSome Dairy offers so much flexibility to change and amend your orders at any time that you might have to do this extra step more than you would shopping elsewhere.

As with any online shop, if you place an order with us we will send you a confirmation of that order for your records, it's the same for whenever you cancel an order, so that you have a record of what you have requested and know what you are committed to buying. These emails are a legal requirement that we must send to your registered account email and as such you cannot unsubscribe from them. We recommend you keep them for your records until you no longer require them.

The AweSome Dairy desktop website is optimised and tested to work with the most recent versions of popular browsers used by more than 10% of our site visitors. Currently, these include:
Internet Explorer
Firefox
Safari
Google Chrome

In order to optimise your experience on the AweSome Dairy website and have access to the full site functionality, we recommend you upgrade your browser to the latest version of one of those listed above.

AweSome Dairy is also available via your mobile. The mobile website is supported for use on the following mobile devices and most up-to-date operating systems:
Apple iPhone & iPod Touch 4, 4S, 5, 5C, 5S running iOS 5 or higher
Android Smartphones running Android 4.0 and higher

This list is subject to change as new browsers are released and adopted. We will continue to test new browsers as they become popular with our customers and we will update this page to reflect the browsers we have tested and we know to be compatible with our site.

Promotions & Offer Codes

If you have a promotion code for AweSome Dairy simply add the items you want to your shopping basket, click the 'CHECKOUT' button on the right of the shop and you will see a space where you can enter your promotion code. Click 'Apply' to add the code to your purchase. Depending on what the code is for you will see it either as a discount off your shopping basket total, or it will simply appear on your next invoice, but you will see a message to say that the code has been applied, so you know it is working.

Codes are case-sensitive so make sure you use any capital letters or numbers where required, and we never use spaces or other characters in our codes.

If you see a message like this when using a promotion code it's likely that the code has expired, or that you are trying to use the code for a delivery after the expiry of the offer. If the offer was emailed to you by us, the expiry dates will be included in the email. If you think the code is still valid and should be working, please call our Customer Care team on +91-8007-4444-04 and they will be able to look into it for you.

If you have a promotion code for a specific product you will need to add that product to your shopping basket before you can use the code. This includes offers on Subcriptions or promotions for a free gift.

General Questions

Yes you will! AweSome Dairy is the online milk delivery service provided by your existing local milkman. So although you order and pay via the AweSome Dairy website, it's still your usual milkman making your deliveries.

Paying your bill

Once you're a registered online customer all your payments need to be made online. When you setup your online account we extend you to cover all of your regular and one-off orders for the month. You can choose to pay by Direct Debit from your bank account or by recurring Credit/Debit Card payment.

We'll send you an email at least 3 days before your selected payment date to let you know your invoice is ready to be viewed online at AweSome Dairy.

We, like any responsible online shop, use a secure third party payment provider who is fully PCI compliant to ensure your information is protected. Your payment information is never displayed in full anywhere in your AweSome Dairy account or on any communications we send to you, and we work closely with the ICO (Information Commissioner's Office) and Data Protection legislation to ensure your information is protected from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage.

If you have one of these products as a Subcription and another as a one-off order, they could be different prices.

The price of products on Subcription is determined at the point you set-up the Subcription. If the item is on a promotion at a discounted price at the point of order, then you will receive the discounted price during the promotional dates. Thereafter you will be charged the full price for the item, regardless of whether it is put on promotion at another point.

Products that you order as a one-off will be priced at the time you place your one-off order.

No, Minimum order requirement is for Free home delivery. But you can place an order of any amount. Only the thing you will be charges extra delivery charges as per seller and delivery area. If order is above 500 Rs. You will get free home delivery.

For all orders we accept any of the following: Visa Debit, Visa Credit, Mastercard Debit, Mastercard Credit, Delta, Electron and Visa Electron.

You can view all your invoices for the past year by logging into your account online and clicking on the My Account option followed by My Order. You can view a summary of all your invoices, or you can view, save or print each invoice individually. If you need a copy of an invoice older than a year, please call us on +91-8007-4444-04 and we'll help you.

Delivery Questions

If your order hasn't been delivered by the usual time your milkman might just be running late, could be on holiday or ill and the stand-in takes a little longer as they don't know the round as well. If it doesn't arrive that day at all it is unlikely that you will have been charged, but please get in touch with us within 2 working days on +91-8007-4444-04 and we'll look into it for you.

If you've checked your recent orders in 'My Account > My Orders' today or yesterday and you can see 'Pending' under status, it simply means your milkman hasn't been able to get back to the depot to confirm your orders have been delivered yet. Occasionally we might also suffer a power cut or another technical problem preventing your milkman from confirming his deliveries have been made. Please check your account later and you will be able to see the confirmed status of your order.

We're really sorry. Chances are we simply ran out of one of the things you ordered and you should not have been charged for these missing items. If you have been charged for items you did not receive of course we will resolve it for you. You can check this information in 'My Account > My Orders' but it may take 24 hours for this information to appear. If you can still see the product but it was not delivered please call us on +91-8007-4444-04 and we'll help you.

When setting up your Subcriptions you can either have them weekly or fortnightly, just pick one from the drop down. If you'd like to change orders which you've already set-up, click on 'View my Subcriptions' at the bottom of 'My confirmed orders' and you'll be able to change the delivery frequency of each item.

Substitutions

Yes, if for any reason we don't have any of your requested items we will always do our best to substitute them with good alternatives. In the event that we do have to substitute a product for you, you will only be charged the price of the original item, or, if the substitute is cheaper, you will be charged the lower price instead.

If you don't want to keep the substituted item for any reason please contact our Customer Care team on +91-8007-4444-04 within 3 working days of delivery who will be happy to arrange a refund for you.

Product Enquiries

All Organic Milk comes from selected Organic farms so that we can trace all our milk back to the individual farms.

When you buy Organic Milk you not only enjoy the natural goodness and taste of fresh organic milk, but also help support organic farming. Organic farming encourages greater diversity of animals and plants, as well as high animal welfare standards.

Standard Milk is also delicious fresh sourced from our other trusted partner farms only.

All our product information can be found on the main product page for each item. Simply click the product image or name from the listing and look at the 'More Information' tabs for information about ingredients, allergens, storage and more.

Moving House

The easiest way to find out if we deliver to your new address is to try our 'Add address' option available in 'My Account'. You can watch our quick tutorial on how to use this feature here. Don't worry, if you need to change or cancel the move, you can do that in the same way.

When you enter your new postcode you will be told whether or not we deliver to your new area, and if so, who your new milkman will be. If we don't deliver to your new area, or perhaps you're moving into a newly built house or estate we might not have the new postcodes registered in our systems yet. You can call our Customer Care team on +91-8007-4444-04 or use our contact page to send us an email.

Once you have set up a house move online, all your Subcriptions for any dates AFTER your moving out date will be deleted. This is because you may be moving to an area with a different delivery pattern to your current one. You will need to set up new Subcriptions to your new address after 5pm on the day you have chosen to move in.

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