Frequently Asked Questions

For restaurant customers

General

We only work with food producers who produce, process, rear or grow their own products, or add-value to products from other producers or fisheries. We also look for producers who demonstrate a desire to produce quality products (often with external validation and certification). Read more about our quality criteria.

It is free for restaurants to use our platform and benefit from our services including the pricing diagnosis. We apply a fair and transparent margin on product prices, inclusive of our logistics costs and services. Our margin is usually half of what traditional opaque wholesalers and distributors would charge you. Ethics is core to our business and our producers have full visibility on our margins and final prices. In addition to aim to have the best customer service possible, we also want to be as fair as possible with our producers. We pay them at the order (upfront) and help them access new markets.

Working with thousands of producers and kitchens we understand that a business’ needs and priorities change all of the time. With this in mind you are free to join and leave us based on the terms laid out in our Terms & Conditions which you will have to agree to upon joining the platform. In addition, and on a deal-by-deal basis, you might want to secure fixed prices and terms for a longer period of time. We always find ways to support the growth of your business in the best way we can: fixed prices, long payment terms, flexible deliveries and more.

Yes! In addition to applying a fair and transparent margin on product prices, you will benefit from our buying power, long and trustful relationships we have built across the world with thousands of farms and producers and the fact we pay all our producers at the order. This has brought so far up to 25% savings to our customers. And that is not all: we are working hard everyday to create an innovative distribution model which improves our efficiency, customer service and positively impacts our prices. Finally, consolidation has been a great exercise to help our customers improve even further their savings. As we cover a great range of products such as meat, fish, dry store, dairy and even beverages, consolidation drives prices down.

Most important, and even if we know how savings and margins are key to help you grow your business in a sustainable way, we believe our distribution model goes way beyond being just a cost-savings tool. We want to bring transparency, full traceability on where and how your products have been produced, and better values in the industry by creating direct and fair relationships. Your own customers will be conscious of this.

No. The price that you see on the website or the price you receive from our quote system is the final price agreed and takes into account your specified delivery requirements and volume.

This is how the diagnosis works - you send us a list of your top ingredients with their prices and volumes and our algorithm will identify which of our thousands of producers can supply products that are better quality at the same price, the same quality at a better price, or both. You will receive a full audit report for each key ingredient with several options, prices and information on the producers. All this is at no cost or obligation to you. We also provide frequent update reports to our existing customers to make sure they can always improve their sourcing, pricing and quality.

We gather as much information we can about each restaurant who joins the platform. This can include credit checks but also reputation checks, hygiene reports and customer’s feedback.
Building transparent and trustworthy relationships with people within the food industry is of paramount importance to us here at COLLECTIVfood.

We collect from our producers tonnes of fresh products every day back to our consolidation points not far from key cities where we operate. From there, we go through quality and temperature controls and prepare your orders which will always be delivered to you in a consolidated way.

We will always discuss with you first to understand your delivery requirements (e.g. delivery window, access instructions, how you want us to place products in your fridge) and make sure our back end operations are in place for you to receive your products how and when you need them as we know how much a late delivery or picking mistakes can impact your own operations.

Order management

Payments are typically 30 days from the date of invoice. You will be provided with an automatic invoice on the day of delivery sent by email and also made available directly on the platform. If needed, we can also provide weekly and monthly statements. If you need longer terms, or would like to discuss a specific payment schedule, our team is here to help.

You can use the quote functionality on your COLLECTIVfood dashboard to send a specific request to our network of producers highlighting your volume needs. Thanks to our trustful and long-term relationships we have built for the past years with our producers, even if no volume-driven, you should already benefit from some of the most competitive prices on the market. This is a great opportunity for smaller chain of restaurants to access larger producers and best prices.

All of our food producers sign up to our quality criteria. Quality and provenance are very important to us and we only work with food producers who produce, process, rear or grow their own products, or add-value to products from other independent producers or fisheries. We also look for producers who demonstrate a desire to produce quality products (often with external validation and certification).

Certifications are validated through external audit bodies registries (live checks) and made available to you (e.g. BRC and IFS). We require for example a minimum of BRC Grade A to be part of our network.

We will make every effort to make sure that you get your ordered supplies. In the event of any issues please contact our customer service team and we will take all the necessary actions including having replacement products couriered to your restaurant.

We frequently organise on-site visits for restaurants to meet with our network of producers. Due to the relationships we have built and how our customers value our services, we have no fear of bypass and have always shared as much information as possible and organised meetings and direct relationships. In addition, we are in the process of creating a direct messaging function between producers and customers.

You can cancel your order from the time of placing your order up until the cut off point specified on your dashboard. You are liable for the full cost of the order if you cancel an order after this time.

Technical

No. It will take less than 3 minutes to set up your account. Once we have activated your account you can set up a quote request and start buying.

Please email us at and we will help you sort out the issue. Thank you!

If you still have any unanswered questions please contact us.

For food producers

General

All of our food producers sign up to our quality criteria. Quality and provenance are very important to us and we only work with food producers who produce, process, rear or grow their own products, or add value to products from other independent producers or fisheries. We also look for producers who demonstrate a desire to produce quality products (often with external validation and certification).

Certifications are validated through external audit bodies registries (live checks) and made available to you (e.g. BRC and IFS). We require for example a minimum of BRC Grade A to be part of our network.

It is free for restaurants to use our platform and benefit from our services including the pricing diagnosis. We apply a fair and transparent margin on product prices, inclusive of our logistics costs and services. Our margin is usually half of what traditional opaque wholesalers and distributors would charge the kitchens. Ethics is core to our business and our producers have full visibility on our margins and final prices. In addition we aim to have the best customer service possible, and we also want to be the most fair as possible with our producers. We pay them at the order (upfront) and help them access new market.

It is entirely free to register on our website and to our app. Signing up comes with zero risk to yourself. You will automatically benefit from all of our services such as live access to sales opportunities for you to quote, logistical support and insurance, and our sales and marketing team will promote your product.
You are also in control as you are the one setting up your wholesale price. A price for which you are happy to proceed and that you consider fair.

Working with thousands of producers and kitchens we understand that a business’ needs and priorities change all of the time. With this in mind you are free to join and leave us based on the terms laid out in our Terms & Conditions, which you will have to agree to upon joining the platform. In addition, and on a deal-by-deal basis, you might want to offer fixed prices and terms for a longer period of time. We always find ways to support the growth of your business in the best way we can: upfront payments, collection of products, long-term plans.

We have a sales and marketing team fully focused on promoting your products with our foodservice customers in London. We are also continuously adding new restaurants and foodservice companies onto the platform and so bringing you more customers.

We are proud of the amazing producers that we work with and put a lot of focus on sharing your products and stories across all of our marketing channels including social media, trade fairs, events, campaigns and mailing lists.

Trading with existing customers through our platform will make your business workflow more streamlined and efficient, saving you time and money. There are also other benefits such as getting paid upfront (when orders are placed on our app), logistical support, account management and no more exposure to bad payers.
Most importantly, you will be promoted to a wider market, gaining new customers on top of your current ones.

We will provide you with background information on each restaurant so you can decide who you want to work with. At the moment you can see their credit checks, and in the near future we will be adding reputation checks, hygiene reports and customers feedback. We also have bad debt risk insurance in the pipeline so that you can trade on the COLLECTIVfood platform with complete peace of mind.

Any producer who introduces us to other quality producers who fit our quality criteria and is accepted onto the platform (registered + products listed) will receive £50 towards a meal as soon as the onboarding of the new producer is finalised.

We always want to encourage hard-working producers to stop, relax and enjoy a slap-up meal, and we also want you to visit more restaurants — after all the restaurants depend on your hard work!

Pricing

You and only you set your prices. We recommend that you quote your products at your best wholesale price which typically includes the cost of a single delivery to our consolidation hub. You can also set your minimum order quantity on your product page and you are always free to accept or decline any new orders.

Through our quote functionality you will be able to set different prices for specific opportunities depending on volume and delivery requirements. This price will stay confidential and used on a deal-by-deal basis.

Yes you can set a range of prices for the same product according to the quantities. So for example 10kg of carrots might cost 50p/kg whilst 20kg of carrots cost 35p/kg.

Order management

You are in no way obliged to commit to every order request that you receive. For each order that you receive, you have to accept or decline it before any further steps can be taken.

You are free to decline orders based on availability, seasonality, or the minimum order requirement not being met and will be prompted to give a reason. To avoid this from happening we encourage you to keep your profile and product details as updated as possible.

Accepting an order means that you are agreeing to deliver the products requested in their full, undamaged state during the agreed delivery time. If you do accept an order but at the last minute are unable to fulfil it for any reason, then we would find a replacement and charge you for the cost of the product and the courier delivery charge.

We frequently organise on-site visits for restaurants to meet with our network of producers. Due to the relationships we have built and how our customers value our services, we have no fear of bypass and have always shared as much information as possible and organised meetings and direct relationships. In addition, we are in the process of creating a direct messaging function between producers and customers.

Delivery

Yes, we encourage you to upload as much information as possible, so if you need to know your orders a certain number of days in advance you should include this information on your product page.

You deliver full loaded trucks and pallets to one of our consolidation hubs. From there we perform quality and temperature controls before preparing each customer's order. We then handle the last miles up to their fridges using an innovative distribution model.

The majority of our producers organise the delivery of their products, but we are happy to help when this is not possible for an extra cost. We have a range of delivery solutions and our Operations team is here to help.

Payment

We pay all our producers upfront, when placing firm orders with them. We think this is a fair way of doing business and we cannot stand anymore producers being crushed by buyers with 60 days payment terms and bad practices. This also means there is no need to credit insure us, which should improve your margins and save you a lot of time.

We will need a proforma invoice or invoice for each order placed. This is mandatory for you to receive payment done by bank transfer.

Technical

Please email us at and we will help you sort out the issue. Thank you!

If you still have any unanswered questions please contact us.