- How do I open an Essential trade account?
You can apply for a trade account by filling in the online registration form.
- I'm already an Essential customer how do I get a login for online ordering?
For a reminder of your password go to Log in. Enter your e-mail address and click "Forgot Password" to receive an email. If you are not sure which e-mail is registered contact customer care: email@example.com
- When is my deadline to place an order?
To take advantage of our Priority Service please place your order before 5.30pm, 2 working days before your delivery day. This means your order is picked early on the day before delivery and we contact you with any out of stock items and offer suitable substitutes. Our buying and retail packing sectors check stock levels in the afternoon, and any items that have just arrived into our warehouse or have been packaged during the day will be added to your order. For our Standard service we are happy to take your order before 11am the working day before the delivery, but we are unable to offer the advantages of the priority service.
- Stock levels
Our Customer Services team are happy to answer any questions that you have about stock levels. If you require large quantities of a single item please give 1-2 weeks notice to ensure we can fulfil your order. You can reach customer services on 0117 9430 800.
- Can I only buy whole cases?
Many of the products that we sell are available in split cases. Cases that we split are indicated by using an asterisk '*' instead of an 'x' sign by the case size. For example, 12 * 300g is splittable and 12 x 300g is unsplittable. The ways in which we split cases are limited to halves, quarters and in rare cases thirds and occasional fifths, depending on the case size. There are some products that are packed in numbers which limit how the case can be split, for example, something packed in a case of fourteen can only be split in half.
- Do you sell alcohol?
Yes! We have a good selection of alcoholic beverages. They are all organic and vegan. We are however unable to export alcoholic beverages out of the UK due to licensing laws.
- How can I get an Essential catalogue?
You can now browse and order from the Essential catalogue online. Or you can request a paper catalogue by contacting our Customer Care.
- Do you have electronic pricelists?
We have price list available as excel spreadsheets, PDFs and zipped files. You can find them under Downloads when you are logged in. We also have useful documents like blank ordering sheets and information on current promotions and offers that can be sent electronically. Log in to access the downloads area.
- How often do you update your prices?
All prices in our paper catalogue are correct at the time of going to print and are subject to market change without notice. Prices in the online catalogue are update daily. The Excel pricelist available to download (once you have logged in) is updated weekly on a Friday. Our sales team can advise on latest pricing and stock levels.
- When do promotional offers begin and end?
The promotional offers are published 6 times a year: Jan-Feb, Mar-Apr etc. Any promotional offers will become active on the 1st day of the start of the current printed pricelist. For instance a product on offer during the May-June pricelist will be available from the 1st of May and will end on the 30th of June (unless the promotion is while promo stock lasts). If you place an order before the end of April, then you will not receive the May-June promotions, even if the delivery is in May or June. However if you place an orders before the end of June , you will receive the promotions, even if the delivery is after the end of June. See on-line catalogue for current promotional offers.
- What is an Order Pad?
Order Pads are permanent product lists useful for online ordering. They are ideal if you need to separate your order for different departments or people, e.g. Order Pad 001 could be for Essential Brand, Order Pad 002 for Ingredients, and Order Pad 003 for Julie. They will appear in separate sections on your invoice thus facilitating the admin process at your end.
- When do I have to pay for my order?
Our standard payment terms, for orders delivered by Essential, are that payment becomes due once you have received your delivery. However, we allow a grace period of up to 7 days, to enable you to arrange a BACS payment or to post a cheque. Orders that are sent by haulier or overseas should be paid before dispatch. If you wish to apply for credit terms, please contact customer accounts.
- How do I apply for credit terms?
If you would like to talk to us about payment terms, please contact Customer Accounts 0845 458 1460 or 0117 9430811 or email firstname.lastname@example.org.
- How should I pay?
Please give a cheque to the Essential delivery driver, where possible. We are unable to accept cash payments on delivery, unless it’s in Bristol pounds. You can also pay by debit or credit card, by bacs, online banking or by Direct debit. If you would like more information about these methods of payment please contact Customer Accounts on 0845 458 1460 or 0117 9430811 or email email@example.com.
- Can I pay with a credit card? Is there an additional charge?
We accept payment by most debit and credit cards. We do not currently impose any additional charges for card payments. We do not accept payment by American Express.
- Can you retain my card details?
Yes, we can securely retain your credit or debit card details, using an online SagePay service. Please call Customer Accounts if you would like us to automatically take your payments, using your securely retained card details.
- How do I find out the balance on my account?
If you need any information about your Essential account, please call us on 0845 458 1460 or 0117 9430811 or email firstname.lastname@example.org.
- Do you accept Bristol Pounds?
Yes, we are happy to receive payment in Bristol Pounds. You can pay in cash, via BACS or SMS. Please contact Customer Accounts for our Bristol Pound account details.
- When will I receive my invoice?
The original invoice will come with your delivery. If you would like us to also routinely email a copy of each invoice to you, please let us know by calling Customer Accounts on 0845 458 1460 or 0117 9430811 or email email@example.com.
- How will I receive my accounts information?
We are striving to minimise the amount of paper we use, so we automatically send statements, credit notes and other accounts information by email. If you would prefer to receive these in the post, please contact Customer Accounts to let us know.
- How do I request a copy of an invoice or credit note?
If you need a copy document please phone us on 0845 458 1460 or 0117 9430 811 or send an email to firstname.lastname@example.org.