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FAQ

  • Buying
  • Ordering
  • Product Information
  • Problems
  • Delivery
  • Health/Diet
  • Buying
    • Where can I buy suma Products?
    • Suma products are primarily sold at independent health food shops around the UK. If you would like information on your local stockist please contact Customer Information on 01422 313845 or email info@suma.coop. Alternatively you can buy in wholesale quantities online at www.sumawholesale.com.

  • Ordering
    • How do I request a Suma catalogue?
    • We send pricelists to anyone who meets our customer requirements and wants to place an order. If you would like to request a catalogue you can do this online at request catalogue. Alternatively, please phone our New Business Team (01422 313861) or email us at 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. Please email pricelist@suma.coop with your account number to sign up for this service.

    • How do I open a Suma account?
    • The first stage involved in opening an account is to request a catalogue. You can then view our product range, and read over our terms of trade. The next step is to call our new business team (01422 313861) who will register your details and assign you a customer number. Our sales team will be happy to guide you through your first order.

    • I'm not a business but would still like to buy from Suma, can I open an account?
    • 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. Phone or email New Business (01422 313861) to find out if we are able to supply you.

    • What are Sumas’ terms of trade?
    • 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. Cheques can be accepted after bank details have been taken. Re-presented or returned cheques will be charged at £10 each time. Payment by debit card (Switch, debit or other) is acceptable by arrangement. We reserve the right not to accept orders. Credit card payment may only be accepted by special arrangement. 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.
      Paying by cheque: Please ensure all details on your cheque are clear and correct, as banks read cheques by machine now, which can only see block capitals. Your customer number should be printed on the back of your cheque along with a short remittance advice listing the invoice numbers you are paying.
      Paying by bacs: Please supply the bank with your Customer Number for identification purposes. Any remittance advice should be sent by post or by email to claims@suma.coop

      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 which 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.
      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 Sumas’ full terms of trade (.pdf) click here.

    • How can I minimise my out of stocks?
    • 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 www.sumawholesale.com 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.)

    • What information does Suma store on me?
    • We hold details that are used to service your account only.

    • I live locally, can I collect from your warehouse?
    • There are benefits to collecting direct from us if you are able to do so. The minimum order value is reduced to £100 ex VAT. You can also benefit from a 3% discount on collected orders over £150. When you place your order ask the order taker to book you in for a collection time. You can find more information about Suma’s collection service here.

    • When is the best time to place my order?
    • We ask that orders are placed before 9am of the day your order is picked. This provides us with sufficient time to get your order picked and loaded. We can take additions to your order (weight permitting) up to 3pm.

    • How do I order alcohol from Suma?
    • 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.

    • What is the best way to pay for my order?
    • Please note that we are no longer able to accept payments in cash.
      Paying by cheque: Please ensure all details on your cheque are clear and correct. Your customer number should be printed on the back of your cheque along with a short remittance advice listing the invoice numbers you are paying.
      Paying by BACS: Please supply the bank with your customer number for identification purposes, any remittance advice should be sent to Suma.
      Paying by debit card: Payment by debit card (switch, debit or other) is acceptable by arrangement.
      Payment by credit card: Only accepted by special arrangement.

  • Product Information
    • Do you have [product name] in stock?
    • 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
    • Why have I not received my catalogue this time round?
    • 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 pricelist@suma.coop with your account number.

    • How do I make a claim for unsatisfactory/undelivered goods?
    • If you do not receive billed for goods, or receive unsatisfactory items then you are able to make a claim. To inform us of a claim please email claims@suma.coop with details of claim, invoice number, product codes and your account number. Alternatively phone Customer Information who can take details from you over the phone.

  • Delivery
    • Do you deliver to my area?
    • 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. For an explanation of delivery areas and charges see the delivery map.

    • Is there a delivery charge?
    • To qualify for free delivery your order must meet the minimum order value. (see delivery map for details) Values are ex VAT. Orders that are below the minimum value will be subject to a handling charge.

    • Why am I unable to receive a chilled or frozen delivery?
    • 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 on 01422 313843 to discuss this option.

    • I need my order quickly, can Suma arrange this for me?
    • 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 01422 313856.

  • Health/Diet
    • I am a Coeliac, what gluten free products do you sell?
    • 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.