FAQs for customers
Want to take back control of your food orders with Collectiv Food, but need some help? Check out some of our most frequently asked questions below.
Please view our Terms and Conditions for the supply of products for more information.
If you still can’t find the answer you’re looking for, contact our dedicated sales team, who will be happy to help.
- What kind of products can I buy?
We specialise in meat, seafood, dairy, eggs and beverages, sourced to meet any kind of catering needs. We only work with food producers who produce, process, rear or grow their own products or add-value to products from other producers. We also look for producers who demonstrate a desire to produce quality products (always with external validation and certification). Read more about our quality criteria.
- How do you make your money?
It is free for professional kitchens and producers to work with us on opportunities and benefit from our global networks. We apply a fair and transparent margin on product prices, inclusive of our logistics costs and services. By working with us, you will have access to our margins and final prices on demand. You can also be sure that our margin is usually half of what traditional wholesalers and distributors would charge.
- Is there a contract for customers?
No, we won’t require you to enter into a contract with us. That said, and on a deal-by-deal basis, you might wish to set a contract with us if you 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.
We do ask you to review and agree to our Terms and Conditions [pdf] when we start trading with you. These detail our processes in case you want to cancel or return your orders, as well as other eventualities.
- Will I save money buying through your platform?
Yes! In addition to applying a fair and transparent margin on product prices, you will benefit from our buying power and long and trusted relationships we’ve built across the world with thousands of farms and producers. Because we pay all our producers on order, they value their relationship with us. This has helped us secure savings for our customers upwards of 30% on some products. That’s not all: we are working hard to create an innovative distribution model which improves our efficiency and customer service, and positively impacts our prices. Consolidation has been a great exercise to help our customers improve their savings even further. As we cover a great range of products such as meat, fish, dry store, dairy and beverages, consolidation drives prices down.
Most importantly, we understand how savings and margins are key to help you grow your business. We believe our distribution model goes way beyond being just a cost-savings tool. We want to bring transparency and full traceability on where and how your products have been produced. Our aim is to create better industry values by developing direct and fair relationships with producers.
This will also have a positive impact on your brand, as customers are more and more interested in knowing where ingredients come from.
- Are there any extra costs?
No. The price you receive from us is the final price agreed and takes into account your specified delivery requirements and volumes.
- Will I receive options to help me choose the product (s) I want?
Yes, definitely. By leveraging our market expertise, we’re happy to discuss and present alternative options based on different factors such as provenance and delivery methods. Once you’ve shortlisted the products you’re interested in, we will arrange samples for you to test in your kitchen.
- Do you credit check customers?
We gather as much information as we can about each customer prior to trading. This can include credit checks but also reputation checks and customer feedback.
- How do deliveries work?
Tonnes of fresh products arrive every day at our consolidation hubs, located in key areas where we operate. From there, we go through quality and temperature controls and prepare your orders. These will then be delivered to you in a consolidated way.
We will always consult with you first to understand your delivery requirements (e.g. delivery window, access instructions, how you want us to place products in your fridge). We know how much a late delivery or picking mistakes can impact your operations. We make sure our back-end operations are in place for you to receive your products when and where you need them.
- What are the payment terms?
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. 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.
- Can I negotiate a better price for high volume and repeat orders?
Thanks to the long-term and trusted relationships with our producers, even if your order is not based on large volumes, you should still benefit from the most competitive prices on the market. This is a great opportunity for smaller chains of restaurants and medium sized catering businesses to access larger producers at competitive prices.
- Is there any quality control?
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. The producers we work with always have external validation and certifications.
Certifications are validated through external audit bodies (live checks) and made available to you (e.g. BRC, IFS, Halal). We require for example a minimum of BRC Grade A to be part of our producer network.
- What if my goods turn up damaged or are missing?
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 delivered by courier to you.
- Once I choose a producer to work with, what stops me from contacting them directly?
Nothing in fact. Due to the relationships we have built and how our customers value our services, we have no fear of bypass. We can always share as much information as possible and organise meetings directly with producers.
We believe we add intrinsic value to the marketplace by paying producers upfront, something which few food buyers are able to do. We also help our customers save time and effort by skimming through a vast range of product options during the sourcing phase. Our customers cut admin time by dealing with us directly for all orders placed, rather than dealing with multiple producers individually.
- Can I cancel an order?
You can cancel your order from the time of placing it until the cut off point specified by your account manager, who will have discussed a schedule with you. You are liable for the full cost of the order if you cancel it after this time. More details can be found in our Terms and Conditions [pdf]
- Will it take long to set up an account with Collectiv Food?
Setting up an account with Collectiv Food is straightforward: just fill in a short form and your account manager will do the rest. Once we have activated your account you can set up a quote request and start buying.
- I have found a problem with my account/your website. What do I do?