Frequently Asked Questions
Discover answers to the most commonly asked questions about our Aptamil products, orders and subscriptions.
Orders and deliveries
There's a couple of ways you can check your order status. Firstly, you can view your order status here by logging into your account on aptaclub.co.uk, clicking the products and order section, then view your order status.
You can also track your parcel by clicking the 'track order' button in the confirmation email that was sent to confirm that your order was dispatched.
If you have questions on an order, please email our orders team on delivery@orders.aptamil.co.uk.
We offer free DPD next day delivery on all subscriptions and orders over £45 when placed by 2pm. You’ll receive a tracking link in the email that confirms your order has been dispatched so you can keep an eye on its progress.
Orders placed after 2pm on a Friday will be prepared by our team the following Monday, then delivered Tuesday.
Unfortunately, we're not able to deliver to Jersey, Guernsey, Scottish Highlands, Scottish Islands or Northern Ireland.
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We offer free next day delivery on all of our subscription orders and any orders over £45. If your order is under £45, next day delivery costs are £3.50.
We offer free DPD next day delivery on all subscriptions and orders over £45 when placed by 2pm to mainland UK.
Orders placed after 2pm on a Friday will be prepared by our team the following Monday, then delivered Tuesday.
Unfortunately, we're not able to deliver to Jersey, Guernsey, Scottish Highlands, Scottish Islands or Northern Ireland.
If your order is marked as delivered but you haven’t received it, please email our customer care team delivery@orders.aptamil.co.uk . We’ll investigate and resolve the issue as quickly as possible.
We’re so sorry to hear that! If your order arrived damaged, please contact our customer care team delivery@orders.aptamil.co.uk with your order details and photos of the damage so we can help you.
Our team move incredibly quickly to make sure we get deliveries to you on time. It's unlikely, but if your order hasn’t been dispatched yet, you might still be able to cancel it by contacting our customer care team on delivery@orders.aptamil.co.uk immediately.
In the likely case that our speedy team have already packed and sent your order, you’ll need to follow our returns process.
If you wish to return your order, or if it has arrived damaged or incorrect, you can return any unopened products within 14 days of purchase to us by contacting our orders team on delivery@orders.aptamil.co.uk.
Once we receive your returned items, we aim to process your refund within 5 business days. You’ll receive a confirmation email once the refund has been issued.
Aptamil subscriptions
There are three main benefits of subscribing to Aptamil
- Free next day delivery
- Edit, pause or cancel at any time
- Get discounts as your baby grows*
*Disclaimer = Due to regulations, we’re unable to offer discounts on infant formula, anti-reflux or comfort products.
Of course, you can change the products in your subscription at any time. You can amend your subscription here by simply logging into your account on aptaclub.co.uk, clicking on the products and orders section, then clicking 'my subscriptions'.
Of course, you can pause your subscription at any time. You can amend your subscription here by simply logging into your account on aptaclub.co.uk, visiting the products and orders section, then clicking 'manage subscription'.
We're sorry to hear you're thinking of leaving us, but of course you can do this at any time. You can cancel your subscription here by simply logging into your account on aptaclub.co.uk, visiting the products and orders section, then clicking 'manage subscription'.
You can change the payment details on your subscription at any time. To update payment details, you can log into your account here on aptaclub.co.uk, visit the products and orders section, then click 'manage subscription'.
You can do this at any time. To update your address on your subscription you can do this here by simply logging into your account on aptaclub.co.uk, visiting the products and orders section, then clicking 'manage subscription'.
Ingredients and dietary needs
The presence of fish oils in some of our formulations prevents us from labelling them as vegetarian.
Rennet is an animal sourced enzyme, which is used as a processing aid in some of our formulations to separate whey and casein proteins. As a processing aid, rennet is not an ingredient and there should not be any rennet present in the final product. We source whey and lactose from a variety of suppliers some of which use vegetarian rennet while others use the traditional source of rennet, which is sourced from cows. Therefore we cannot guarantee that all the whey and lactose produced is from a vegetarian source.
Also, our Vitamin D3 is derived from sheep wool.
The reason Aptamil® cereals are not suitable for vegetarians is because the whey powder may have been produced using an animal enzyme called rennet. As a processing aid, rennet is not an ingredient, and there should not be any rennet present in the final product. However, we cannot guarantee that all the whey powder produced is from a vegetarian source.
Omega-3 is a family of fats, including long-chain polyunsaturated fatty acids (LCPs).
DHA stands for docosahexaenoic acid. DHA is a type of Omega-3 LCP.
Preparation and storage
Our preparation instructions are in line with the Department of Health and NHS Guidelines in terms of making up safe feeds.
The guidance advises you to boil 1 litre of fresh tap water. Then leave the water to cool for no more than 30 minutes, so that it remains at a temperature of at least 70°C.
This is the ideal temperature to make up a feed, as any bacteria present will be killed and the powder will also mix effectively.
Making up Specialist formulas - Specialist formulas often have different mixing instructions; it is important that the parent reads the instructions carefully and follows them, as using another method of preparing my affect the ability of the product to mix effectively.
Our preparation instructions are in line with the Department of Health and NHS Guidelines in terms of making up safe feeds.
The guidance advises you to boil 1 litre of fresh tap water. Then leave the water to cool for no more than 30 minutes, so that it remains at a temperature of at least 70°C.
On average it will take a full kettle around 30 minutes to reduce down in temperature to 70 degrees Celsius. This is the ideal temperature to make up a feed, as any bacteria present will be killed and the powder will also mix effectively.
We cannot recommend storing pre-prepared bottles of baby and toddler milks in the fridge, as we follow the guidelines set out by the Department of health that feeds are made fresh on demand as per the guidelines on the pack, and used within 2 hours.
Baby or toddler milk stored in the fridge is susceptible to bacteria growth which could cause illness.
Once the powder has been added to the hot water, the feed will be suitable for use for 2 hours. After this time any leftover product will need to be discarded.
We cannot recommend that Aptamil® formulas and powdered formulations are frozen, as we have not tested the products' safety or efficacy after freezing.
We would advise following the exact instructions on pack about preparation and storage.
When follow-on or toddler milk are an ingredient in a recipe, this meal may be frozen.
We are sorry that this has happened despite the care we take in our factory to ensure that all packs contain a scoop. We have an automated scoop dispenser and each pack is examined by a camera that will reject any 800g pack that doesn’t contain a scoop. Please contact us and we can arrange to send out a replacement scoop.
We take meticulous care in all our factories, production lines and warehouses but we have no control over the handling of our products once they leave our warehouses. A swollen carton or spoilt product indicates that the packaging must have become damaged at some point, allowing the entry of air. As soon as the product comes into contact with air, it will start to spoil. Please contact us and we can arrange for the return of the carton or bottle. We can then examine it to see if we can determine the nature of the damage.
It is important that all our products are made up according to the instructions on the pack. We do check the mixing properties of all of our powdered products before they are released for sale from our factory.
If you are making up the baby formula milk/ toddler milk in line with the pack guidance and are still experiencing difficulties, please contact us for further advice. We may wish to arrange for the return of the pack so that we can carry out a thorough check in our laboratory.
Ready to feed liquids
Yes, in the UK you can take baby milks including ready to drink bottles on board a plane, although the baby may need to be present. You can find out the exact government guidance here.
Many airports around the world make allowances for families travelling with baby food and baby milks, although you may be asked to taste the liquid to prove it is harmless when passing through security.
However, not every worldwide airport permits you to fly with baby milk, there are some countries which ban all liquids and gels. If in doubt, call your airline and ask before you fly.
Yes, they can be served safely both chilled and at room temperature. The temperature at which you decide to serve it will depend on your (and your baby’s) preference, as well as what is most convenient for you at the time.
Some parents notice a slight difference in the look and smell of Ready to Drink formulation compared to a feed that has been prepared from powder, due to different processing methods used in production. However, there shouldn’t be a great deal of variance.
Store unopened bottles in a cool, dry place.
Once opened, unused Follow On Milk/Toddler Milk still in the bottle must be refrigerated immediately. The 200ml and 1 litre can be kept for up to 24 hours in the fridge.
Unfinished feed/drink in the beaker should be discarded within 2 hours.
It is completely safe to use powdered and ready to drink formulations in combination with one another, however please do not mix them together in the same bottle to make a drink. Please follow the feeding guides on the back of the packs.
There are small differences in the formulations due to differing processing methods at the factory. Please be assured that the powder and ready to drink equivalents contain the same core recipes and are safe to be used in combination.
You can buy most of our products directly with us online.
Choosing baby and toddler milks
It is always best to speak to your Healthcare Professional with regards to which product is best suited for your little one. They will be best at advising you on this.
Some parents will choose to move straight over to the different formulation, however, some do prefer to move over gradually. Gradually moving to the different formulation allows little one’s digestive system to adapt to the product’s compositional profile.
Need some help?
You can get quick answers to common questions in our FAQs.
Alternatively, if you need help with general pregnancy or baby advice, or maybe on using or ordering our products - our expert team are always on hand to talk about feeding your baby.