FAQs

Ordering and Buying from Essential

  • How do I open an Essential account?

    Trade customers can apply now by completing our Trade Application form.

    Community buying groups can apply now using our Buying Group Application form.

  • Do you deliver in my area?

    We cover many areas of the UK and prefer to deliver in our own vehicles so that you get to meet us and build a more personal relationship. We like to think that there is nowhere that we can't deliver to.

    However, if we can't get there with our own vehicles then we employ parcel couriers and haulage companies to make deliveries on our behalf.

    For more information on where we deliver and minimum order values visit our Retail & Wholesale page.

  • Is there a delivery charge?

    We have set minimum order values (excluding VAT) based on geographic areas. You can view our minimum order values in England and Wales on our Wholesale page under services.

    Minimum order values

  • I'm outside of the UK, can I buy from Essential?

    Yes, we deliver worldwide. Contact our Export Team for further information or a minimum order quote, let us know as much as possible about your needs and we will respond with a plan of action to get products to you.

  • When is my deadline to place an order?

    To take advantage of our Priority Service please place your order before 5.00pm, 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. Any items that have just arrived into our warehouse or have been packaged during the day may also be added to your order if it is possible.

    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.

  • I live locally, can I collect from your warehouse?

    We offer a collection service from our reception area at the front of our Fishponds warehouse. For further information click here

  • Do you deliver to festivals?

    Yes we have many years experience of delivering to festival traders on sites across the UK. See Festival Services for more information.

  • 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 have electronic pricelists?

    We have pricelist available as excel spreadsheets and PDFs. These can be found in My Portal/Downloads when logged in.

  • Do your prices include VAT?

    As a wholesaler all our catalogue prices exclude VAT. VAT rates are V=20% F=5% and Z=0%. To help our Retail customers RSP prices are inclusive of VAT where applicable.

  • 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 at least 2 weeks’ notice to ensure we can fulfil your order. You can reach customer services on 0117 9430 800.

  • How often do you update your prices?

    09/06/2022

    Circumstances within the supply chain have changed significantly in recent months. The costs of ingredients and transport are volatile and prone to unpredictable change. Our suppliers are having to move prices as and when their situation requires it. So while we strive to maintain prices from one price list to the next, in these changed circumstances we cannot maintain prices as much as we have been able to in the past. Check our website for up-to-date pricing.

  • When do promotional offers begin and end?

    The promotional offers run 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 pricelist and end at 5pm on the last working day (not necessarily the last day of the period if this falls on a weekend) of the pricelist period. For instance, a product on offer during the May-June pricelist will be available from the 1st of May and will end on the last working day of June (unless the promotion is while promo stock lasts). If you place an order before the 1st of May, then you will not receive the May-June promotional price, even if the delivery is in May or June. However, if you place an order before the end of June, you will receive the promotional price, even if the delivery is in July. Please note however that we need to have received your order by 5pm on the last working day (weekday) during the 'life' of a price list for you to receive the promotions. If we receive the order after this time then the order will be processed during the 'life' of the following price list and the promotions will no longer apply. Visit the Promotions section of the website for current promotional offers.

  • Where can I buy Essential brand products or other brands you distribute?

    See stockists to find out if we supply a shop local to you or find out more about becoming a customer.

  • I’ve forgotten my online password?

    For a reminder of your password go to Log in page. Enter your e-mail address and click "Forgot Password" to receive an email

  • I’ve forgotten both my username and password?

    Please contact customer care

  • Do you offer discounts for Bulk Purchases?

    We are able to offer substantial discounts on bulk purchases of any commodity. We also offer a sliding discount scale based on order value. Please ask our sales team for a quotation. Also see our latest promos 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.

  • How do I make a claim for unsatisfactory/undelivered goods?

    Please contact our Claims team using our online contact form.

  • When will I receive my invoice?

    Your invoice will be emailed the evening before your delivery day or on the Friday before if you have a Monday delivery.

  • When and how do I pay for my order?

    For orders delivered by Essential, our standard payment terms apply and payment becomes due once you have received your delivery. However, if on standard terms, we allow a grace period of up to 7 days, to enable you to arrange a BACS payment, pay online through our website or pay by card over the phone. We do not accept payment by American Express. Orders that are sent by haulier or overseas should be paid before dispatch. If you wish to apply for credit terms, please contact our Customer Accounts team directly.

  • Can you retain my card details?

    Yes, we can securely retain your credit or debit card details, using an online Opayo (previously SagePay) service. Please call our Customer Accounts team if you would like us to automatically take your payments, using your securely retained card details.
    We also arrange Direct Debit payments.

  • How do I find out the balance on my account?

    You can log in to our website and go to My Portal / Make a Payment to view your balance and the details that make it up, including any issued Credit Notes. We also email customer statements on a regular basis or you could call our Customer Accounts team directly.

  • How do I request a copy of an invoice or credit note?

    Please contact our Customer Accounts team stating your customer code.