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FAQs

Delivery

We currently despatch orders to all of the UK including, Scotland and Wales. We can export orders under special arrangements to Ireland and other parts of the world.

We serve most of the mainland UK from our own fleet of vehicles. In other areas we despatch your order by carrier instead of using our own transport. In areas where we deliver by carrier the minimum order value is higher than in areas we can reach on our trucks. This is to cover the increased cost of delivery and handling charge.

More delivery information

To qualify for free delivery your order must meet the minimum order value. Orders that are below the minimum value will be subject to a handling charge.

More delivery information

Under circumstances where Suma cannot deliver using our own fleet, we use a carrier service. Hiring a carrier to deliver chilled/frozen goods is expensive, and not cost efficient for the sake of delivering a few chilled/frozen items. For large chilled or frozen orders delivery may be possible. Please contact our Customer Support team to discuss this option:

+44 (0)1422 313843

More delivery information

If you require delivery before your arranged delivery day, we may be able to do so. If it is not possible to send it on our own fleet we can offer a next day delivery service, which may incur a carriage charge. Please contact us to discuss your requirements on

+44 (0)1422 313856

More delivery information


Ordering

We send pricelists to anyone who meets our customer requirements and wants to place an order. If you would like to request a catalogue please contact our New Business Team

+44 (0)1422 313861

newbusiness@suma.coop

Please include your name, type of business, telephone number, address and how you heard of Suma.
The current catalogue and back issues are available for download from our website. The main listing is provided in Microsoft Excel format and both the special offers and new products as .pdf documents. To sign up for this service please contact Customer Information on:

+44 (0)1422 313845

info@suma.coop

The first stage involved in opening an account is to take a look at the Suma product range (website or catalogue) and read over our terms of trade. The next step is to contact our new business team who will register your details and assign you a customer number.

Enquire here

+44 (0)1422 313861

newbusiness@suma.coop

Suma is primarily a trade wholesaler, and so only supplies direct to the public in areas where there is no Suma stockist within reasonable traveling distance. To find out if we are able to supply you, enquire with New Business:

Enquire here

+44 (0)1422 313861

newbusiness@suma.coop

Order balances/back orders:

We will try to fulfil your requirements and send you everything you order from us. However, stocks are subject to supply fluctuations from manufacturers and suppliers. Where we fail to deliver an item we will clearly indicate this on your invoice, but cannot then send it later. If you still require the item, please re-order as part of your next order.

Payment:

Strictly payment on receipt of goods, or pre-paid by one working week. Please note that we are no longer able to accept payments in cash. Re-presented or returned cheques will be charged at £10 each time. We reserve the right not to accept orders. All goods remain our property until paid for.

Making payments:

Your Customer Number is vital when identifying a payment and allocating it to the correct account.


Online payments

We have exciting news, you can now pay online. On your account page go to My Orders, this page will show you all your orders.

You can pay for individual orders by clicking ‘PAY NOW’ next to the order you’d like to pay for.

Before paying you can use the tabs to:

  1. Check your invoice
  2. View credit notes (which is a new feature for 2022) on your purchase order which are now automatically shown.
  3. Look at the original order – here you’ll be able to see additional info like shipping information, estimated delivery day and your comments.

Let’s go back to payments and click PAY NOW, ta-da you can now pay online.

To settle multiple orders, tick the boxes next to each order you’d like to settle. Then at the top click ‘PAY SELECTED ORDERS’.

  1. If you have any credit notes against your order these will be automatically credited and shown in the payment summary.
  2. Click ‘PAY NOW’ and this will take you to the online payment page.

As you can see it’s super easy and straight-forward.


Paying by BACS:

Please supply the bank with your Customer Number for identification purposes.
And make your payment to Suma to the following:

Account Number: 86575791
Sort Code: 60-60-05

Credit:

Customers applying for credit should note that 2 trade references will be required. Also customers applying for, or receiving credit, should do so with the understanding that we may make a search with a credit reference agency that will keep a record of that search and may share that information with other businesses. We may also make inquiries about the principal directors with a credit reference agency. In all cases please refer to our Credit Control team to apply.


Returns:

All customers are required to sign for their goods and this signature acknowledges receipt of all items priced on the invoice in good condition, so please check carefully. Items ordered and received in good condition cannot be returned unless of merchantable quality and solely at the discretion of Suma. We would appreciate a verbal claim as soon as possible, but in any event we must have a written claim within 7 days of delivery or collection, otherwise we reserve the right to dismiss the claim. Goods will only be accepted for credit if accompanied by an invoice number. This is for our mutual convenience, as claims cannot be processed without it.

If you would like to return goods ordered in error please download and complete this form and return the goods and form to your Suma driver on your next delivery. Once received back here we will raise a credit for you.

If you would like us to raise a credit for missing or damaged items please download and complete the form then email back to claims@suma.coop

You can email claims@suma.coop directly but please ensure you include the invoice number, item code, quantity and reason for credit.

Please note, we do not accept incorrectly ordered chilled or frozen items for credit other than at point of delivery by a Suma vehicle due to Environmental Health considerations.


Chilled goods:

Credit will not be given for reasons of short shelf life if the products fall within our declared minimum shelf life (as published in the Suma catalogue). Credit will only be given for reasons of quality.


Carrier returns:

Customers delivered to by carrier (not by a Suma vehicle) who wish to return goods for whatever reason must obtain agreement from us first. Goods can only be returned to the carrier if they have an uplift note for them. In addition, should your order arrive in an unsatisfactory condition you MUST sign the carriers delivery note (not the SUMA invoice) as ‘received damaged’. We may refuse credit if these procedures are not followed.


Deliveries:

The minimum order for delivery varies (see the Delivery Map for details). Our delivery service transports the goods to your address. Owing to a demanding schedule, our drivers greatly appreciate assistance with unloading, especially with large sacks.
For Suma’s full terms of trade click here.

If you phone your order through to our sales team, we can advise you of any possible out of stocks and help you to choose replacements so we can fulfill your order.
For written, faxed or emailed orders, if you would like a substitute sent where your first choice is out of stock, please specify by product code – our pickers have no way of finding an appropriate substitute without this. Any customers making an order via our trade website wholesale.suma.coop or by using EPOS will receive an email detailing any out of stocks or lows stock levels on their order. This provides you some notification, and you are able to make an additional order if needed.
If there are particular items that are especially important to you, ring our Customer Information department with product codes before compiling the order and we can tell you what stock levels look like according to our computer (but remember stocks may occasionally be withdrawn at short notice due to short date or quality problems.)

We can export orders under special arrangements. Contact our international sales team:

+44 (0)1422 313842

Email Us

More information on export ordering can be found here.

We hold details that are used to service your account only, please see our full privacy policy.

There are benefits to collecting direct from us if you are able to do so. The minimum order value is reduced to £225 ex VAT and we’ll automatically apply a 3% discount to it because you’re collecting your order in person. When you place your order, ask us to book you in for a collection time. You can find more information about Suma’s collection service here.

We ask that for orders for trade need to be placed by noon of the picking day, and food groups by 4pm on the working day before picking. This provides us with sufficient time to get your order picked and loaded.

In order to comply with new licensing legislation, we can only accept orders for alcohol from individuals who we can establish are aged 18 years or over. As a consequence we will need to arrange a password with you to be used every time you place an order. If you would like to order from us but do not already have a password in place, please send some proof of age (photocopy of driving licence, passport etc), your chosen password and account number to Suma Customer Information.

Please note that we are no longer able to accept payments in cash.

Making payments:

Your Customer Number is vital when identifying a payment and allocating it to the correct account.


Online payments

We have exciting news, you can now pay online. On your account page go to My Orders, this page will show you all your orders.

You can pay for individual orders by clicking ‘PAY NOW’ next to the order you’d like to pay for.

Before paying you can use the tabs to:

  1. Check your invoice
  2. View credit notes (which is a new feature for 2022) on your purchase order which are now automatically shown.
  3. Look at the original order – here you’ll be able to see additional info like shipping information, estimated delivery day and your comments.

Let’s go back to payments and click PAY NOW, ta-da you can now pay online.

To settle multiple orders, tick the boxes next to each order you’d like to settle. Then at the top click ‘PAY SELECTED ORDERS’.

  1. If you have any credit notes against your order these will be automatically credited and shown in the payment summary.
  2. Click ‘PAY NOW’ and this will take you to the online payment page.

As you can see it’s super easy and straight-forward.


Paying by BACS:

Please supply the bank with your customer number for identification purposes, any remittance advice should be sent to Suma. Here are Suma’s account details:

Account Number: 86575791
Sort Code: 60-60-05

Paying by debit card or credit card:

We can take Credit Card payments, please note that we don’t accept Diners Club or American Express.
You can pay for your orders automatically by registering your card with us. You can do this by calling our Payments Line on

01422 313847


Buying

Suma products are primarily sold at independent health food shops around the UK.
If you would like information on your local stockist please see our store locator or contact Customer Information on:

+44 (0)1422 313845

info@suma.coop

Alternatively you can buy in wholesale quantities online at:
wholesale.suma.coop.


Product Information

For stock enquires call Customer Information who can tell you if we currently hold an item, and when it is being delivered if currently out of stock. The team can also provide information on any current sourcing issues.


Problems

Customers who have not ordered for over three months are cleared from our automatic mailing list. This is to minimise unnecessary mail outs to customers who order infrequently. Occasionally some pricelists go missing in the post, we encourage customers to notify us if they believe this has happened, and we will send out a replacement. In any circumstance if you are a customer and need a pricelist, contact Customer Information with your account number and we will post one to you by royal mail first class. We also provide an electronic version of the pricelist, which saves on paper and is more appropriate for some customers. To request this service email with your account number, at:

pricelist@suma.coop

If you do not receive billed for goods, or receive unsatisfactory items then you are able to make a claim.

If you would like to return goods ordered in error please download and complete this form and return the goods and form to your Suma driver on your next delivery. Once received back here we will raise a credit for you.

If you would like us to raise a credit for missing or damaged items please download and complete the form then email back to claims@suma.coop

You can email claims@suma.coop directly but please ensure you include the invoice number, item code, quantity and reason for credit.

Please note, we do not accept incorrectly ordered chilled or frozen items for credit other than at point of delivery by a Suma vehicle due to Environmental Health considerations.


Health/Diet

We aim to supply a wide selection of products created for people who suffer from food allergies and intolerances. Gluten free products are marked by the letter ‘G’ in our catalogue, which uses a classification system to highlight products that are fair trade, gluten free, organic, include no added sugar and are vegan. We also compile a list of gluten free products available for download from our website here. Please note, We don’t actually pack or process anything ourselves. As far as we know nobody absolutely guarantees that gluten-free products have not been in contact with grains at some point between harvest and final packing (either our suppliers or anyone else’s) but risk of this is likely to be minimal. The companies that pack the few gluten-free items with Suma’s name on are well aware of the importance of avoiding cross-contamination, but they are packed in the same factory as products containing gluten.


Recycling our Packaging

As well as doing an amazing job delivering your orders, our drivers also work hard to take back as much of our packaging as possible. They’ve been doing it for years, and it’s a service we love to offer as we accept it is our responsibility, and we aim to reuse and recycle as much of our packaging as we can.

We are happy to accept back all Ecoleaf and ALTER/NATIVE 20l drums and 5l bottles, plus Suma prepack and standard cardboard boxes*. We’d prefer the drums and bottles without holes in and with the lids on so they don’t become a slip hazard to our drivers. Once back at Suma HQ, we reuse whatever boxes we can when packing our next orders, and recycle our plastic with a company who turns it into other products.

We are unable to take away any other recycling, and we kindly ask you to take this into consideration. It’s also down to driver discretion – if, for example, you try and return recycling from other brands mixed in with ours they will not be able to take it away, or if they have no capacity at the time of collecting.

To sum it up, here’s what our drivers can and cannot take back:

Yes

  1. Suma prepack and standard cardboard boxes
  2. Ecoleaf by Suma 20l and 5l plastic
  3. ALTER/NATIVE by Suma 20l and 5l plastic
  4. Pallet shrink wrap

No

  1. Other branded cardboard waste
  2. Other branded plastic drums and bottles
  3. Any other general waste

*please note – if you do not have a Suma driver we are unfortunately unable to offer this service to you. Please seek recycling advice from your local council.


Quality Control

  1. Product Specifications Audit

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