FAQ's Swansea Depot

Here you will find an extensive list of questions that are most frequently asked by Caterers Depot website customers. For your convenience they have been grouped into sections which will help you to find the answer you are hopefully looking for quicker.

If you are really in a hurry you can also use the search bar at the top of the website to enter in your related query term and it will show you possible results from the FAQ page.

Should you be unable to find the answer to your question please please visit the Contacts Us page to send us a message and we will do our best to be of help.

Note: If your query is about stock information or availability online, please refer to the individual product page.

Q. Who are we?

Caterersdepot.com was established in 2012 and is a trading name of Euro Foods Group. The business specialises in the distribution of Asian foods and sells a variety of products to caterers, including: fresh fruit, vegetables, herbs, dairy, poultry, meat, fish, seafood, ready to eat meals, snacks, desserts, dry goods, condiments; and non-food products such as utensils, food containers and cleaning products.

Q. Are you open to the general public?

Yes - we are open to both the catering trade and the general public.

Q. Where is Caterersdepot.com based?

 

Our Head Office is located in Cwmbran, Wales at the following address:

Head Office

EFG Food & Technology Park
Llantarnam Park Way
Cwmbran
NP44 3GA
Wales
United Kingdom

Tel: 01633 624 920

Website: Eurofoods.co.uk

 

Our regional stores are located in the following areas:

Caterers Depot - Hayes

4F Swallowfield Way
Hayes
Middlesex
UB3 1DQ
Tel: 0208 754 5500
Opening Times: Mon-Fri: 9am-7pm; Sat-Sun: 10:30am-4:30pm

Caterers Deopot - London Branch

Unit 10
IOG Centre
59-71 River Road
Barking
IG11 0DR
Tel: 020 8477 8333

Caterers Depot - Birmingham

Heath Road
Darlaston
WS10 8XL
Tel: 0121 568 3700

Caterers Depot - Newport Branch

Unit E
Langland Way
Reevesland Park Industrial Estate
Newport
NP19 4PT
Tel: 01633 636 000

Caterers Depot - Sunderland

Unit 3
Sunrise Enterprise Park
Tyne & Wear
SR5 3RX
Tel: 0191 511 5454

Caterers Depot - Swansea

Unit 3
Swansea Enterprise Park
Clarion Close
Llansamlet
Swansea
SA6 8QZ
Tel: 01792 797111

Opening Times: Mon-Fri: 8am-6pm; Sat-Sun: 10am-5pm

Q. Who does Caterersdepot.com cater for?

We cover the restaurant, food service and catering sectors, and deliver across the United Kingdom to a large variety of businesses including both large and small enterprises. Our approach, in each avenue, is to meet the needs of customers with intelligence and dedication, fulfilling our commitment to source a wide range of foods and related goods for the United Kingdom and beyond.

Q. Who supplies Caterersdepot.com and what brands do we sell?

Caterersdepot.com only deals with reputable businesses and imports stock from a variety of suppliers and is the sole distributor for a number of recognised brands, including Crown Farms, Al-Rohim, Masala, Zoy, Cha Cha Chef which are all produced by EuroFoods Group Ltd.

  • Crown Farms represents our vegetables, seafood, dairy products and Juice drinks.
  • Masala represents our ethnic food; spices, pickles, ready meals, snacks, ingredients and Indian food products.
  • Zoy refers to our products aimed at the Chinese market and includes Chinese, Oriental, Mandarin and Cantonese produce.
  • Al-Rohim represents all meat and halal products.
  • Cha Cha Chef represents high quality kitchen wares and non food products.

We also sell other well-known brands such as Pataks.
Within these brands are Finest, Crown Farms Basic and Essential ranges to accommodate your budget. We endeavour to make our brands representative of our dedication to fresh and excellent quality produce, to reflect our history and business practice and most importantly, to give our customers the products they need, at the high standard they expect.

Q. Which countries does Caterersdepot.com ship to?

Currently we only ship within the United Kingdom; however we have the capability to export our products all over the world. If you would like to become a new customer or inquire about our export capabilities, please call our sales team on 01633 636 048. Alternatively you can email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Sales.

Q. How does Caterersdepot.com regulate suppliers?

Caterersdepot.com sells a variety of different brands that have been imported into the United Kingdom. We are passionate about the food we sell and will only work with reputable suppliers who comply with food safety, quality and labelling regulations.
For every product we sell, we have a product specification; this provides a contract between us and our suppliers, confirming exactly what is being made and what we are buying. We are also able to provide halal certificates for our products should you require them.
By keeping control of our supply chain, we ensure only the best quality produce reaches our customers. This means that you will be able to buy with confidence!

Q. How do I become a supplier?

If you are interested in becoming one of our suppliers, please visit the Contacts Us page and select as your nature of enquiry, Become a Supplier.

Q. How do I register for an account?

Simply add the products you wish to purchase to your online shopping cart and then fill in registration information that appears during checkout.

Q. I have registered an account, but I can't login?

As part of the registration process you would have received a welcome email that contains details of the email/username you used to create your account.
Your password is not shown in the email for security purposes but you can be reset it by clicking the Forgot your account password link.
If you still encounter problems please email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. I've forgotten my password?

If you have forgotten your password you can request a password reset by selecting the Login link at the top of the page and then clicking Forgot your Password. You will then receive an email with a link that will allow you to reset your password.

Please note: Passwords are case sensitive.

If you still encounter problems please email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. I want to change my password?

Login into your online account and select Account Information from the left hand menu. Under Contact Information you can change your password by selecting Edit Change Password. If you still encounter problems please email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. What is my username?

Your user name is the email address you used to register with catereresdepot.com. It can also be found in the welcome email you received when you first created used to create your account. If you still encounter problems please email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. I have forgotten which email I used to register?

Details of the email address you used to register can be found in the welcome email you received when you first created used to create your account If you no longer have the Welcome to caterers depot email please send an email to the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. I have an account, but I can't view my previous orders?

To view all the online orders you have placed you can Login to the website using your username and password, and select My Account from the top menu then My Orders from the left hand menu.

Q. I need to edit my personal information how do I do it?

Login using your username and password, select My Account from the top menu then Account Information from the left hand menu.

Q. How do I add a new address to my account?

Login to the website using your username and password, you can edit your details on your My Account page by clicking the Address Book link in the left hand menu and selecting Add New Address.

Q. What if I move house?

In order to make secure payments you will need to ensure that your Caterers Depot Billing Address matches that held by you bank. You can change your Billing Address at any time by logging-in to My Account on the Caterers Depot website and in the Account Dashboard under Default Billing Address select Edit Address.

Q. I would like to subscribe to your mailing list!

Login using your username and password, select My Account from the top menu then in My Dashboard under the Newsletters section select Edit.

Q. How do I unsubscribe from the Caterersdepot.com newsletter?

If you wish to be removed from our mailing list simply select the Edit option under Newsletters section in your Admin account Dashboard

Q. Do you store my Card Details?

We do not store or have access to any of your card details, which are encrypted and held by our Payment Service Provider, who is fully compliant with the Payment Card Industry security standards, as are we.

Q. Why do I need to select Collection or Delivery?

We do not apply Delivery Charges, instead there is a small premium for each Product to be delivered. We also have a minimum order Value of £100.00 for each Delivery Order.

Q. Why do I need to select a Depot?

In order to ensure our Products are locally competitive, we have different prices for Products in different regions. Selecting your local Depot ensures that you are offered the most competitive prices, as well as ensuring that you are aware of the stocks of available products.

Q. What if the product I want is not in stock?

When you view Product details on-line you will be shown the quantity of the Product that is currently available in the selected Depot, or Out of Stock if unavailable. If you select an Out of Stock Product this will be automatically added to your Wish-List, and you will receive an automated email when the Product becomes available.
We are committed to helping our customers in any way we can and may be able to arrange for a transfer from other Depots if possible - feel free to contact the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Sales

Q. Some of my items are out of stock, when will they be available?

We endeavour to keep all our items available and at good supply levels, ready for our customers. Inevitably, we do sometimes run out if a product is in high demand.
If you still wish to purchase the required item irrespective of time line you can select the Notify me when this product is in stock option on the product page to receive an email when the item is again available for purchase online.

Q. What is my Wish-List?

Your wish-list is an online record of Caterers Depot products in which you have an interest, either in or out of stock at your Local Depot.
You can add or remove Items from your wish-list as you desire. Details of the items on your wish list can be found in the My Wish List section which can be found in the your Admin account Dashboard where you will also be able to edit what is in your wish list

Q. What if I want to change My Order from Collection to Delivery?

As you have selected your preference when you started placing your order, it is not possible to change this without cancelling your order and starting again with the required fulfilment method.

Q. I am having difficulty viewing the website, is there a problem?

Firstly try reloading your browser. If you are still experiencing difficulties tell us about the problem by emailing the Caterers Depot Web team using the Contact Us page and select as your nature of enquiry, Web Admin and we will do our best to be of help.
Note: If you are seeing a specific error, please include the details of the issue in your email.

Q. I am having difficulty navigating the website and need some help.

If you would like to speak to a member of our sales team, or just want some advice about website navigation, call our head office 01633 636 048 or send an email to Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and someone will get back to you as soon as possible.

Q. Why am I receiving emails from Caterersdepot.com?

As stated in our Privacy Policy, we sometimes will send out communications to the email address that you registered with. We send emails to give our customers information quickly. We include updates, offers, discounts and company information and occasionally feature some of our customers. All existing customers at the launch of our website were added to our mailing list.

Q. I signed up to the mailing list, but I am not receiving any emails, what should I do?

First of all check your junk email folder and if any Caterersdepot.com emails appear, move them to your Inbox. Make sure you add our email address to your 'safe senders' list. If you have not received any Caterersdepot.com emails, contact the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Customer Support and we will investigate.

Q. What is your privacy policy?

Please refer to our website Privacy Policy for further details.

Q. I need a specific product, how can I find it?

Use the search bar at on the Home Page at the top of your screen to find specific products. This will search through all our product codes and descriptions.

Q. What if I want to review a product?

You can review a Caterers Depot product at any time; just select the product, then select Reviews and enter the Review details as you see fit. Note that all Reviews are moderated by our administrative staff to ensure suitability - though you are free to post a poor Review if you are not pleased with one of our products.
You can view the list of products you have reviewed using the My Product Reviews link which can be found in the left hand menu in your Admin Dashboard.

Q. How do I know what Allergens a Product Contains?

If a Product contains allergens it will be noted in the Nutritional Information section of the selected Product.
Note: For more information about the 14 allergens, please see the Allergens section at the bottom of this FAQ.

Q. Can I see the Nutritional details of a Product?

All Caterers Depot Products on the site are published with Nutritional Information.

Q. Can I see the Shelf-Life of a Product?

Where appropriate each of our Caterers Depot Products has details of the Products Shelf-Life. Fresh, Dry, Chilled and Frozen Products are all published with a Shelf-Life in the Caterers Depot site.

Q. Can I see cooking Guidelines for a Product?

All Caterers Depot Products are published with cooking guidelines where appropriate.

Q. Can I see where a Product has come from?

All Caterers Depot Products are published with the Country of Origin.

Q. What happens if I select a Price-by weight product?

Our Price By Weight products are published with an estimated target weight and price per Kilo. The actual price you will pay is not known until we pick and weigh your Product in our Depot, whereupon you will be informed by email of the actual cost of your order.

Q. There is a specific product I need, but can't see it on the website can you get it for me?

We strive to offer customers a very broad range of products. If there is a product you would like us to distribute or supply on a regular basis then we'd love to hear from you. The product maybe out of stock so may not be displayed on the website. In most cases, the website will show a suitable alternative. Please email the Caterers Depot Sales team using the Contact Us page and select as your nature of enquiry, Sales for further information on availability.

Q. I can't find one of my regular products or my product has been discontinued, what should I do?

It is likely that a discontinued product will have been replaced by a similar one. Searching for the product without a brand, like Paprika instead of Crown Farms Paprika, will also aid your search. Some of our products carry an alternative item suggestion if our stock is low or it is unavailable. If the problem persists, use the Contact Us page and our sales team will be happy to help.

Q. The image of a product is unclear or wrong!

Caterersdepot.com endeavour to keep all images and product descriptions up to date and a realistic portrayal of what you will receive. We are always trying to improve our product images and associated packaging pictures. If you are sure that the picture is not what it is supposed to be then please contact one of our sales representatives using the Contact Us page and select as your nature of enquiry, Sales.

Q. What do the numbers on shrimp or prawn packets mean eg Shrimp Cooked Prawns 101-150 400Gm?

The number you find on the box represents the estimated number of prawns or shrimps per carton so 101-150 is the count. It is the number of prawns per lb. The 400g is the nett weight.

Q. What is the difference between gross and net weight.

Some of our products include ice or extra packaging. The gross weight is the weight of the item with all packaging and ice, the net weight is the weight of the product alone.

Q. What does IQF mean?

IQF means individually quick frozen. This is a process of freezing food that will maintain and keep a maximum shelf life.

Q. What does F/W mean like IQF F/W KING Prawns HLSO '16-20'' 800Gm?

F/W means the products have been sourced fresh water farms or lakes.

Q. What does HLSO mean on products like Prawns HLSO '16-20'' 800Gm?

HLSO means that the prawns or other species are headless but still have their shell on.

Q. What Does the P&D mean on products like C/F P&D Black Tigershrimps 16-20 1Kg

P&D means the food has been peeled and deveined which removes the gut from the prawn.

Q. What are Dry fish ?

Dry Fish are fish that have been sun dried to remove moisture. They still have to be kept in the freezer to get maintain their shelf life.

Q. What do the numbers on Frozen Chips mean such as MCCAIN CHIPS/ CRINKLE CUT 9-16 5LB or NAKAR CHIPS 3/8 2.5KG ?

The numbers on frozen chips represent the squared size of the chip - width and height.

Q. Do I need to run a business to place an order?

No! Caterers Depot is a wholesalers that is open to both the general public and to businesses. The only restriction is that there is a minimum spend of £100 for orders that are required to be delivered.

Q. How do I place an order?

Login or Create an Account on the Catereresdepot.com website and browse through our food service categories. Navigate through our products and click on the item to find out further details about it. Change the quantity required to what you would like and click on add to basket. You will now see that the mini-cart area at the top right of the website page will show the newly added item to your basket and find a total cost of the order at the bottom.
Once you have the all items you require in the online basket you can proceed to check out and make payment.
If you need assistance at any stage of the process please use the Contact Us page and select as your nature of enquiry, Customer Support and we will be happy to help.

Q. How do I re-order the same products I ordered previously?

Simply Login using your username and password, and select My Account from the top menu then My Orders from the left hand menu. You will then be able to view the list of all online orders you have placed and alongside each one is the option for reordering.
Please note: Re-order pricing may reflect amendments that have occurred in the interim.

Q. I am an existing Customer of Eurofoods, can I place Orders using Caterers Depot?

Yes, you can create a Caterers Depot Account and place online orders for Collection or Delivery. Orders placed must be paid Online, or Cash on Collection, you cannot use your existing Trade Account with Caterers Depot at this time.

Q. Can I pay online?

Yes, our website accepts most methods of payment and is safe and secure.

Q. What Payment Methods are accepted?

We can accept most Credit and Debit Cards provided by Visa and Mastercard, including Delta and Visa Electron. We do not accept PayPal at this time.

Q. When will payment be taken?

We will take payment when your order has been confirmed, including orders for pay-by-weight Products, where you will receive an email confirmation of the cost of your order once we have weighed and costed your order accordingly.

Q. What if Online Payment is unsuccessful?

If your Online Payment is unsuccessful you will be informed of such when you check-out your order. You will have the option to make payment again using a different card or use an alternative payment method, including Cash-On-Collection.

Q. Can I Pay with Cash when I collect my Order from your Depot?

Yes, we will accept Cash on Collection Orders Online, however you will need to have created a Caterers Depot online account in order to do this.

Q. Can I come and buy from your Depot without an Order

Yes, feel free to come and see us. You can place an order in-store, and we will pick your products immediately. You can pay by Cash or Card in-store.

Q. How secure are my personal details?

We maintain the highest levels of security and encryption so you can be confident that your details are secure. Our Payment Service Providers manage your Card Details to the highest of Industry standards so we never see your card details.

Q. How do I redeem a Caterers Depot Voucher?

We regularly run Deals and Promotions. We will inform you of these on our website and / or via email. These are sometimes associated with time and product limited Voucher codes, which you will be prompted to enter when you check-out your order. To redeem your voucher, once you have added all the items to your basket, there will be an entry box for you to type in your voucher code into the apply discount code field at the bottom of checkout page. Once you have entered the code click the Apply discount button.

Q. Can I place my first Order without creating an Account?

Yes, you can use the checkout as guest option which allows you to make a purchase without having your information stored on the Caterersdepot.com website. Please note that using the Guest checkout option means that you will have to input your details each time you place an order and account information like details of your previous orders and the ability to re-order will not be available to you.

Q. I need to buy large quantities, are any discounts available?

You can keep up to date on multi-buy and special offers by subscribing to the mailing list. If you have a discount code you can redeem it during the checkout stage.

Q. Is there a minimum order?

All delivery orders are subject to a minimum order value of £100 (excluding V.A.T.) There is no minimum order for collection.

Q. Can I change my order?

If you do need to change an order and you are unsure if it has been shipped, call us 01792 797111 or use the Contact Us page and select as your nature of enquiry, Sales and we will be happy to help Your order will remain on the website until you confirm payment, so you can add and take away products in your basket until payment has been made, and the order has been confirmed.

Q. Can I cancel my order?

You can cancel your order at any time prior to Collection or Delivery.
Order cancellations may be done online via your Caterers Depot account or you can use the Contact Us page and select as your nature of enquiry, Sales and we will be happy to help or telephone 01633 636 048.
If the order has been shipped, we cannot cancel it.
If you do need to cancel an order that has already shipped please contact us on 01792 797111 and we will try to accommodate the change.

Q. Can I Email my order?

No. We are moving away from ordering via email and hope that ordering online is a more streamline experience. If you are unsure or have problem as with ordering then please call us or you can use the Contact Us page and select as your nature of enquiry, Sales and one of our Reps will be in contact to guide you through the ordering processes. We also have some instructional videos that may be of help to you.

Q. I prefer to make orders over the phone or with a Rep in person, is that still possible?

Yes, speak to our sales team on 01633 636 048 to place your order or contact your usual Rep. Remember our online customers will probably benefit a lot more than telephone customers as web offers and promotions are constantly being updated.

Q. How do I find the Rep for my local area?

If you are interesting in using Caterersdepot.com products and want to speak to your local Rep, please call our head office 01633 636 048 or use the Contact Us page and select as your nature of enquiry, Sales and they'll put you in touch with your local Rep.

Q. What happens if something I ordered is not available?

We do our best to ensure that we have ample stock of all our popular products but we do occasionally run out of stock on some lines. On the rare occasion that this happens, when placing your order you will be offered the option of substituting the item with an alternative product of a similar value, where possible.

Q. When happens if I am not happy with the substitute?

We hope that you will be happy with the substitute, but if you are not you can refuse the alternative product and a refund can be arranged.

Q. Why are there different prices on the website?

Caterersdepot.com caters for several different consumer markets. We offer prices for Recommended Retail Price (RRP) which is the price you should expect to pay if buying from a high street store or corner shop, Pay Online with Delivery and Pay Online with Collection by Customer and Cash on Collection by Customer. We have three price versions that are in some cases, variable by region. All prices shown are exclusive of VAT. Our online prices may differ to the prices seen in catalogues, supplied by Reps, or labelled in stores. We often run offers and implement vouchers that can be redeemed online. Offers and discounts may appear in stores, be given via Reps, or presented in a catalogue or newsletters.

Q. Why is my meat/fish weight an estimate?

The nature of Kg weighted products means that each cut of meat / fish may be a slightly different weight. Whilst every effort is made to match your order to the specified weight, there may be a slight variation which means the cost of the product may decrease or increase accordingly. We guarantee that the change in price will never be more than 15% of the price quoted.

Q. What is Web Delivery Price?

Customers are able to benefit from a discounted price if they choose to collect their order themselves. The web delivery price is the price paid by you for our service of delivering the goods. directly to you. There is a minimum order Value of £100.00 for each Delivery Order.

Q. When can I collect my order?

On checkout you will be able to select from a range of collection time slots that is convenient for you. You will also receive an email when your order has been picked and is ready for collection.

Q. Where do I collect my goods from?

Upon arrival, report to the collection shop where a representative will direct you to the collection bay.

Q. What documentation do I need to bring for pre-paid collection?

You will need to bring a copy of your Order Confirmation e-mail along with photo ID & the card you used for payment.

Q. What if I cannot Collect My Order?

If you cannot make your order Collection slot, please give us a call on 01792 797111 and we will arrange for a new Collection Date and Time. If you do not inform us of collection problems, we will cancel your order 2 hours after your Collection deadline has passed, refund any payments made, and make your ordered stock available to other customers.

Q. What are your opening times?

The Swansea Caterers Depot is open Mon-Fri: 8am-6pm and on Sat-Sun: 10am-5pm

Q. Are you open on bank holidays?

Yes we open as normal on all Bank Holidays.

Q. Do you offer free delivery?

Yes, all customers who place their order through the website receive free delivery if the order total is over £100.

Q. What delivery time slots are available?

When you place your order you will have the option to select a time slot for either AM or PM next day delivery. AM delivery slots will see delivery between 8am-2pm and PM slots will see delivery between 2pm-8pm. Any order placed after 6pm Friday will be delivery on Monday.

Q. Are you open on Weekends?

Yes, we are open 7 days a week and so you can choose to collect your order over the weekend. The Swansea Caterers Depot is open Mon-Fri: 8am-6pm and on Sat-Sun: 10am 5pm.

Do you deliver to my area?

Each Caterers Depot can deliver to a range of Post Codes in the local areas surrounding each Depot. When you place an Order for Delivery we check that your Delivery Post Code is one to which we can deliver. If we cannot deliver to your address, you will be informed of this when you place your order.

Q. What if I want my Order Delivered to somewhere new?

Simply Login to the website using your username and password, you can edit your details on your My Account access via the link at the top of the page and then selecting Address Book from the left hand menu.
Add the new address using the Add New Address link and once this is complete go back to your address book and click the Change shipping address link under Default Shipping Address and set it as the default shipping option.

Q. There is an item missing from my delivery / my delivery is incorrect, what should I do?

Let us know and we will rectify the problem as soon as possible. Call the phone number on your invoice, quoting the delivery number and your order number which can be found on your order confirmation email or online in the My Orders section in your Account Dashboard.

Q. I missed my delivery!

If you missed our delivery simply call us on 01792 797111 and we will rearrange a convenient new time and day where possible.

Q. My delivery has not arrived, where is it?

If you have not received your delivery when you expected, please call our office on 01792 797111 or you can use the Contact Us page and select as your nature of enquiry, Sales and we will be happy to help.
We aim to deliver on time, every time, so it is very unusual to be late, or miss a delivery.

Q. When will my order be delivered?

At checkout you will be able to select from either a AM or PM time slot for your delivery which means you can select the slot that is the most convenient to you. AM delivery slots will see delivery between 8am-2pm and PM slots will see delivery between 2pm-8pm. Any order placed after 6pm Friday will be delivery on Monday.

Q. Will my delivery arrive in separate shipments?

Where possible, we put all items onto one shipment and your delivery should arrive altogether.
Sometimes due to weight and size constrictions we may need to deliver your order in more than one shipment.

Q. I am unhappy with the quality of the products, what can I do?

Please contact us and tell us about your specific concerns on 01633 636 048 or you can use the Contact Us page and select as your nature of enquiry, Sales and we will be happy to help

Q. I want a refund and to return my items, what is the procedure?

Please call the sales team on 01633 636 048. They will advise you how best to proceed. We are committed to resolving any problems you may have. We will require all goods to be returned to us so we can assess the problem in house.

Q. I am unhappy and would like to make a complaint.

Please telephone us with any complaints you may have. All complaints should also be sent using the Contact Us page and select as your nature of enquiry, Complaint. Please allow up to ten working days for us to process and respond to your concerns.

Mandatory obligations for all Food Business Operators.

Under Article 9 (1)(c) of EU FIC, all FBOs should declare the presence – whether for use as an ingredient or a processing aid - of any of the 14 major allergens listed in Annex II to the Regulation. The ways in which this mandatory information can be presented for prepacked food and non-prepacked food is explained later in this guidance. However, in both cases it should be noted that in accordance with Articles 12 and 13 of EU FIC, the mandatory information should be easily accessible, in a conspicuous place, easily visible and clearly legible. Information should be indelible (permanent) where appropriate, for example on food labels where it needs to withstand handling. The information should not be hidden, obscured, detracted from or interrupted by other written or pictorial matter or any other intervening material.

Q. What are the the fourteen allergens?

The 14 allergens listed by the Commission Delegated Regulation No. 78/2014 are recognised across Europe as the most common ingredients or processing aids causing food allergies and intolerances. If there is a food product which contains or uses an ingredient or processing aid (such as wheat flour used to roll out dough made from rye flour) derived from one of the substances or products listed here, it must be declared, by the Food Business Operator (FBO) to the consumer. The Annex II allergens are:

  • 1: Cereals containing gluten namely wheat (such as Spelt and Khorasan wheat), rye, barley, oats and their hybridised strains and products thereof, except:
    • a) wheat based glucose syrups including dextrose
    • b) wheat based maltodextrins
    • c) glucose syrups based on barley
    • d) cereals used for making alcoholic distillates including ethyl alcohol of agricultural origin
  • 2: Crustaceans and products thereof (for example prawns, lobster, crabs and crayfish)
  • 3: Egg and products thereof
  • 4: Fish and products thereof, except:
    • a) fish gelatine used as carrier for vitamin or carotenoid preparations
    • b) fish gelatine or Isinglass used as a fining agent in beer and wine
  • 5: Peanuts and products thereof
  • 6: Soybeans and products thereof, except:
    • a) fully refined soybean oil and fat
    • b) natural mixed tocopherols (E306), natural D-alpha tocopherols, natural D-alpha tocopherol acetate and natural D-alpha tocopherol succinate from soybean sources
    • c) vegetable oils derived phytosterols and phytosterol esters from soybean sources
    • d) plant stanol ester produced from vegetable oil sterols from soybean sources
  • 7: Milk and products thereof (including lactose), except:
    • a) whey used for making alcoholic distillates including ethyl alcohol of agricultural origin
    • b) lactitol
  • 8: Nuts (namely almond, hazelnut, walnut, cashew, pecan nut, Brazil nut, pistachio nut and Macadamia nut (Queensland nut)) and products thereof except for nuts used for making alcoholic distillates including ethyl alcohol of agricultural origin
  • 9: Celery and products thereof
  • 10: Mustard and products thereof
  • 11: Sesame seeds and products thereof
  • 12: Sulphur dioxide and/ or sulphites at concentrations of more than 10mg/kg or 10mg/L (litre) in terms of the total SO2 which are to be calculated for products as proposed ready for consumption or as reconstituted according to the instructions of the manufacturers
  • 13: Lupin and products thereof
  • 14: Molluscs and products thereof (for example mussels, clams, oysters, scallops, snails and squid)

Exemptions from allergens declaration The EU FIC requires the presence of allergens in the final foodstuff to be declared. Some ingredients made from the Annex II foods will not cause an allergic reaction because they have been highly processed (for example fully refined soya oil or wheat glucose syrups). This is because the allergen/protein has been removed and the product has been assessed by the European Food Safety Authority (EFSA) as not possessing an allergenic risk to the consumer.

Substances derived from an allergenic ingredient, which have been specifically exempted from declaration under Annex II (e.g. wheat glucose syrup), do not need to be declared.

In the case of wine and wine fining agents derived from egg and milk, EU Regulation No. 579/2012 will need to be considered. In determining whether egg and milk fining agents are still present in wine, they should not be found at the limit of detection (< 0.25mg per litre) as indicated in EU Regulation No. 579/2012. Where egg or milk fining agents are not detected at these levels, they are exempt from the allergen labelling requirements.