Our milk delivery has not arrived or is incorrect. What happens now?
Milk deliveries will normally be made prior to 10.30am. In the event that your delivery has not arrived or is in any way incorrect, please contact us on the day at [email protected] or alternatively please contact our Customer Service team on 0800 321 3248. We will then contact the dairy on your behalf and advise accordingly once we have received an update from them. In the event that the dairy fails to make a delivery, please confirm a non-delivery on your weekly delivery confirmation for that day and we will credit those customers affected. Alternatively please contact our Customer Service team on 0800 321 3248. Please bear in mind that at the start of a new term the deliveries could well be running later than you would normally expect.
A parent has queried why their child has not received milk. What should I do?
My password/email address is wrong/not recognised when I try to log in to ‘My Account’ on the website. Why is this?
Your username will be the Cool Milk account number that was given to you upon registration. Your username is generally your Cool Milk account number.
You can reset your log in details by selecting the Forgot Password option. When this has been done you will receive a password reset email.
Please note that all passwords are case sensitive.
If your email address has changed please contact our Customer Service team on 0800 321 3248.
Why do I only receive deliveries on certain days/times of the week?
How can we let you know about a training day or school closure?
In the event of unexpected school closures, for example due to adverse weather conditions, we request that you let us know within 10 days of the closure to enable us to apply any appropriate credit to parent’s accounts. You can do this by emailing us at [email protected].
We haven’t received our weekly drinking list, what should we do?
How do we get our weekly list for the start of a new term?
How can we make changes to our class lists?
Children moved into different classes will be reflected on your drinking list straight away – simply reprint your drinking list after changes are saved. If children who no longer require milk are moved into the ‘leavers’ class prior to 5pm on Tuesday, the changes will show on the following week’s drinking lists. Please remember to press Save to complete the changes.
I have heard that schools receive a fridge from Cool Milk – how do we go about getting one ourselves?
If you are a Junior school and your order is for 20 or more children per day, you may qualify for a fridge. To request a fridge please email us on [email protected].
We have received a different unit of measure than usual, why?
How long should we keep our drinking lists, delivery notes and other correspondence?
How do we cancel the scheme?
What if the driver has told us that he cannot deliver the milk due to severe weather conditions?
How can I ensure that any children attending less than 5 days a week receive their milk?
Why do I have to confirm my milk deliveries?
Why do I have to confirm weekly?
How do I process my confirmation if I don’t have access to my email account or I’m unable to process the confirmation via the link in my email?
You will then be directed to the Delivery Confirmation page, where you are asked to confirm if you received the amount of milk we ordered. If you received a different amount you need to confirm this information. Please note the figures given are the number of children who we ordered milk for rather than you unit of measure.
Will my milk continue if I don’t confirm my deliveries?
Why do I have to confirm the children attendance numbers on the NMRU website?
What are the requirements of the new School Food Plan legislation?
What does that mean for us as the school?
Does the milk have to be free?
When should we make milk available?
Why do you supply semi-skimmed rather than whole milk?
We have not received our milk delivery, what should we do?
If your milk has not been received by 10:30am then please contact your dedicated Customer Service team either via email at [email protected] or via telephone. If we have not already done so, we will contact the dairy in order to establish why delivery has not been made. We will ascertain the reason for the delay and notify you of the revised expected delivery time or alternatively, if the dairy is unable to complete the delivery to you we will inform you of this by return notification.
We are closed due to severe weather, what do I do about cancelling our milk order?
We have returned to our school after a period of closure and found milk outside, what do we do?
Our milk delivery has not arrived or is incorrect. What happens now?
Why do I only receive deliveries on certain days/times of the week?
How can I amend my order details or let you know about an address change?
For an address change, firstly log on to your NMRU account at www.nurserymilk.co.uk and amend the details as necessary and then send an email to us at [email protected] outlining both your previous and new addresses and when the change is effective from. If this address change has resulted in a new care certificate then we will need details of this in the email.
We haven’t received our weekly list, what should we do?
How do we get our weekly list for the start of a new term?
Why do you supply semi-skimmed rather than whole milk?
My password/email address is wrong/not recognised when I try to log in to ‘My Account’ on the website. Why is this?
Your log in email address will be the address used when you first registered with Cool Milk. Your username is generally your Cool Milk account number.
You can reset your log in details by selecting the Forgot Password option. When this has been completed you will receive a password reset email. Please note that all passwords are case sensitive. If your email address has changed please contact our Customer Service team on 0800 321 3248.
How can we let you know about a training day or a closure?
In the event of unexpected closures, for example due to adverse weather conditions, we request that you let us know within 10 days of the closure to ensure the correct claim is processed. You can do this by emailing us at [email protected].
I have heard that some customers have received a fridge from Cool Milk – how do we go about getting one ourselves?
We have received a different unit of measure than usual, why?
How long should we keep our weekly lists, delivery notes and so on?
How do we cancel the scheme?
Why do I need to confirm my Nursery Milk order every week?
Why do I have to confirm weekly?
Why do I have to enter my under-5 attendance numbers on the NMRU website?
Will my milk continue if I don’t confirm my deliveries?
Why do I have to provide my number of under 5 children?
My school only serves milk to under-5s. Why do I need to advise you when they turn 5?
You are therefore required to go online and ensure that your order reflects the number of children who are under 5 for the following week (e.g. if you have 50 children under 5 in your setting for the 1st week of January, but 3 of those children turn 5 the following week, then your order for the 2nd week of January should be for 47 children).
Order changes should be made to you online account by Tuesday 5pm to be effective for the following week.
We have not received our milk delivery, what should we do?
What if the driver has told us that he cannot deliver the milk due to severe weather conditions?
We are closed due to severe weather, what do I do about cancelling our milk order?
We have returned to our premises after a period of closure and found milk outside, what do we do?
Why should my child drink milk?
My child is under 5 – why is the milk free?
How much will I pay for my child’s milk?
Price can vary slightly by area, please contact us for more information. The cost is kept low thanks to a subsidy provided by Defra via the School Milk Scheme. We operate on a pre-payment basis, and you can choose to pay for the half term, the full term or the full academic year. You can register your child online or you can collect a registration form from your child’s school.
I am in receipt of benefits – does my child qualify for free school milk once they turn 5?
Yes – In line with a recent change in legislation, schools must now provide free milk for children entitled to benefits-based free school meals.
If you feel that your child is entitled to free mid-morning milk, please contact the school directly to request they register your child with Cool Milk – the school must add the child to their Cool Milk account you cannot do this on their behalf.
Should you require any further information regarding this legislation please contact our Customer Service team on 0800 321 3248.
Why do you supply semi-skimmed rather than whole milk?
Do you supply lactose/lactose free or soya milk?
Is the milk that you provide UHT?
How do I register my child for the Cool Milk scheme?
What happens in the event of mid-term holidays or sickness?
How can I amend my details or notify you of a change of address or school?
In order to avoid interruption in your child’s milk supply, please let us know about any changes, by logging onto your online account as soon as possible. Notify us of any amendments before Monday at 5pm to ensure this is updated for the following week. Failure to notify us in time may result in your child not receiving their milk for the following week. If you are experiencing any problems please contact our Customer Service team on 0800 321 3248.
My child no longer wishes to have school milk, how do I close my account?
If you are paying for your child’s milk then email us at [email protected] and we will close your account and issue any appropriate refund.
What if my child attended school but has not received milk?
Can I register using a mobile phone or tablet device?
You can register with Cool Milk using many different internet-enabled mobile phones and tablet devices.
If you have any issues registering on your mobile device, you can register online at www.coolmilk.com on a computer. Alternatively, you can contact our team for assistance.
Why doesn't my child's school appear when I'm registering them online?
Why does my registration appear to be a duplicate?
I registered previously with Cool Milk and would like to either reactivate that account or register a new child, how do I set this up?
In order to register a new child you will need to log in to your existing account and select option ‘Child Account’ where you will find ‘Add New Child’.
If you have any difficulties please contact Customer Services.
When is the cut off for registrations?
Why is there only an UNKNOWN class available to select upon registration?
Why is there a box at the bottom of the registration page for attendance days?
Can I log into my account using a mobile phone or tablet device?
My password/email address is wrong/not recognised when I try to log in to "My Account" on the website. Why is this?
Your log in email address will be the address used when you first registered with Cool Milk. You can reset your log in details by selecting the Forgot Password option. When this has been done you will receive a password reset email.
Please note that all passwords are case sensitive.
If your email address has changed please contact our Customer Service team on 0800 321 3248.
What is my username?
What is my password?
Once logged in with my temporary password, how do I amend this to something more memorable?
When I try to download my payment request it does not display it properly, what should I do?
Some browsers do not support our file format. In this instance we suggest you receive correspondence by post. Please call our Customer Service team on 0800 321 3248 who can arrange this.
Can I pay for my child's milk using a mobile phone or tablet device?
You can pay for your child’s milk using many different internet enabled mobile phones and tablet devices. We are always looking to improve our website and hope to ensure payments can be made on all smartphones and tablet devices in the near future.
If you have any issues making a payment on your mobile device, you can pay online at www.coolmilk.com on a computer, by calling our payment line on 0800 321 3248 or at your local PayPoint outlet.
I have received a payment request for my child’s milk. Which methods can I use to pay?
You can make payment using all major debit and credit cards either online or by using our automated telephone service on 0800 321 3248. If you wish to pay using cash, simply take your payment request along with your payment to your nearest PayPoint facility. You can find your nearest PayPoint on their website.
Full details on methods of payment can also be found on your invoice. Please note that customers should not send cash in the post. Should you have any payment related queries, please contact us on [email protected]
I paid my payment request last week - why hasn’t my child received milk?
Where do I find my account number?
You will find your child account number on the left hand side of any invoice received.
If you are unable to locate either, please contact our Customer Service Team who will be happy to help.
Where do I find my invoice number?
Why is my child appearing in class UNKNOWN?
Why is my child not receiving milk?
Did you pay before the cut off of 5pm on the Tuesday?
Are you entitled to Free School Milk? If so, have you advised the school of your entitlement?
Does the invoice for your child have the current school that your child attends?