Help
Customer Registration / Account
Question: I am a customer of Südzucker Polska S.A. How can I get the user information for my account in the Internet Shop?
Answer: If you have not received your user information yet, please send us a request via the Contact Form.
Question: Is my personal data secure?
Answer: Your personal data is secure. It is processed and protected from unauthorized access or use by third parties in accordance with applicable laws.
Question: I have forgotten my password. What should I do?
Answer: Please use the ‘Forgot your password?’ function (below the Password field) in the login view.
Question: How can I change my password?
Answer: Please use the “Password” function in the My Account section (top right).
Question: How can I enable other employees in my company to shop in the Internet Shop?
Answer: Use the “User Management” function in the My Account section. With this function, specified employees will be able to purchase the Goods in our Internet Shop.
Question: What does the User Management function do?
Answer: The User Management function helps you register your employees in our Internet Shop, set a Customer User status and, in this way, enable them to purchase Goods in the Shop for and on behalf of your company. At the same time, one of your employees can be assigned a Customer Administrator status, so that they can manage the rights of other employees of your company with a Customer User status in the Shop.
Question: Question: The name/address of our company has changed. What should we do?
Answer: If the name/address of your company changes, please let us know using the Contact Form. After receiving the updated data from you, we will check it and make appropriate changes.
Payment
Question: How can I pay for Goods purchased in the Internet Shop?
Answer: Right now, payment can only be made by bank transfer on the basis of an invoice or as a prepayment on the basis of a pro forma invoice. For new customers (i.e. entities that purchase Goods in the Internet Shop for the first time), payment for an Order can only be made in advance.
Question: What is a prepayment?
Answer: A prepayment is made in connection with the fact that after receiving your Order we send a pro forma invoice by e-mail, so that you can pay the price due for the Goods ordered. When the Accounting Department of Südzucker Polska S.A. has confirmed that the amount due has been credited to our bank account indicated on the pro forma invoice, the Goods ordered by you will be released for dispatch and delivered in accordance with the contents of the order.
Question: How can I change the address to which your invoices/ pro forma invoices will be sent?
Answer: In order to change the address at which you want to receive invoices/ pro forma invoices issued for purchases made in the Internet Shop, please use the Contact Form. After you have provided us with your new address details, we will check them and make appropriate changes.
Question: Is it possible to view invoices/ pro forma invoices issued to me in connection with purchases made in the Internet Shop?
Answer: You can view an invoice/ pro forma invoice for an Order at any time by clicking the Order number in the My Account section (top right) under Order History and downloading a PDF file with the invoice/ pro forma invoice from the Internet Shop.
Prices
Question: Why does the Internet Shop display two prices for one product, a clear price and a strikethrough price?
Answer: Strikethrough prices are product prices in the catalogue. As a reward for our customers, we offer a special discount for orders placed via our distribution platform. This price is not crossed out and it is the (net) Price as defined in Article 3(1) of the Terms and Conditions of Use of the Online Shop.
Question: What makes up the price of Goods in the Internet Shop?
Answer: The price offered in the Internet Shop has two components. On the one hand, the price of Goods includes the clear (non-strikethrough) price which corresponds to the catalogue price of the Goods reduced by the above mentioned discount on each transaction concluded via the Internet Shop (see discount information above). On the other hand, the price of Goods in the Internet Shop includes the cost of dispatch/delivery of the ordered Goods (Additional costs). The cost of dispatch/delivery of the Goods varies depending on the total quantity of an order and the postal code of the destination as specified in your order. The following rules apply:
- with respect to the total quantity ordered: the higher the total quantity of the Goods and, consequently, the greater the number of pallets on which it is delivered to the point of delivery, the more favourable (lower) the cost of dispatch/delivery per pallet;
- with respect to the destination postal code: not only the distance from the factory / sugar plant or other place of dispatch (e.g. warehouse) is important, but also the attractiveness of the area for our forwarding agents/carriers. In particular, areas with a good return transport option are considered attractive.
Additionally and irrespective of the above, the cost of dispatch/delivery (Additional costs) which contributes to the sales price of the Goods depends on the method of shipment chosen. In this respect, you can choose one of the following delivery/dispatch options:
- “Express” Delivery: the Goods will be delivered:
- on the third business day following the receipt of your Order, if received by 1 p.m., or on the fourth business day following the receipt of your Order if received after 1 p.m.
2. “Desired Delivery Date” : the Goods will be delivered:
- on any business day indicated, from 4 to 10 business days after the date of placing the Order.
If you choose the “Express” or “Desired Delivery Date” option, the cost of dispatch/delivery of the Goods will increase by 10%.
3. “Standard” Delivery: Goods will be delivered within four to six business days following the receipt of your Order. The exact delivery date is set by our Logistics Department depending on our current transport capabilities. You will be informed of the delivery date sufficiently in advance by e-mail. Standard Delivery does not incur any additional costs (surcharges) and it does not include any discounts or rebates.
4.“Flexible” Delivery: Goods will be delivered within seven to fifteen business days following the receipt of your Order. Thanks to the longer dispatch/delivery period, our Logistics Department has more time to optimise the use of our means of transport and, as a result, optimise the dispatch/delivery costs. Therefore, if you choose Flexible Delivery, you get a 10% discount on the cost of dispatch/delivery.
In the case of prepayment on the basis of a pro forma invoice, the above delivery dates are calculated once payment is credited to our bank account.
The shipment/delivery costs depend on the delivery options selected (Additional costs) and may include system-related rounding differences. The final price is binding.
Question: Does the sales price of Goods in the Internet Shop depend on the quantity ordered?
Answer: The price component corresponding to the clear (non-strikethrough) price, i.e. the catalogue price less any discount granted to all customers and on all Goods purchased in the Internet Shop, does not depend on the quantity ordered. However, the total order size does influence the price component corresponding to the cost of dispatch/delivery (Additional Costs). It is more cost-effective to order the largest quantity possible, as it reduces the unit cost of transport of each pallet with the Goods (see also explanations above concerning sales price components).
Orders
Question: How can I check the status of my Order?
Answer: Order status can be checked in the My Account section (top right) in the Order History field.
Question: Can I make changes to my Order after placing it?
Answer: If you need to change an Order already placed, please use the Contact Form. As a rule, changes are only possible until we have confirmed that the Order has been accepted for processing. If you have already received a confirmation that the Order has been accepted for processing, you need to contact our Customer Service Department indicated in the confirmation and obtain our approval to change Order terms.
Question: Can I cancel my Order?
Answer: If you need to cancel an Order, please use the Contact Form. As a rule, cancellation is only possible until we have confirmed that the Order has been accepted for processing. If you have already received a confirmation that the Order has been accepted for processing, you need to contact our Customer Service Department indicated in the confirmation and obtain our approval to cancel the Order.
Question: What does “Limited Availability” mean?
Answer: If any Goods have a ‘Limited Availability’ description in the Internet Shop, this means that shipment/delivery may be executed at a later date or subject to a longer processing time, in smaller quantities or that we are unable to deliver the Goods at all. After receiving an Order for Limited Availability Goods, we will immediately notify you of the actual availability of such Goods and whether we can fulfil the Order and if so, on what terms (i.e. delivery date, quantity, etc.).
Question: How can I get discount codes for the Goods available in the Internet Shop?
Answer: Discount codes may be issued to customers of the Internet Shop in the following circumstances:
- to our regular customers, i.e. entities that purchase Goods from our Internet Shop frequently or in large quantities, at our discretion, or
- as part of marketing activities. In such cases, discount codes are not awarded at our discretion, but subject to meeting the conditions of the relevant marketing activity.
Delivery
Question: Is it possible to collect the Goods ordered in the Internet Shop on one’s own?
Answer: No, it is not possible. It has been our goal to ensure the best and most effective internal logistics system possible for the Goods purchased in the Internet Shop. To this end, we have excluded any traffic to collect Goods ordered via the Internet Shop on behalf of our customers and all deliveries are made using a transport fleet which is completely under our control and management.
Question: Is it possible to choose a delivery destination outside of Poland?
Answer: No. At the moment, it is only possible to choose delivery destinations located in Poland.
Question: How can I make a complaint about Goods purchased in the Internet Shop?
Answer: Complaint rules are specified in the General Terms and Conditions of Sale applicable to purchases made in the Internet Shop.
Question: Will you exchange/accept EUR-EPAL pallets upon delivery?
Answer: No, pallets are sold together with the Goods and are included in the Price.
Goods
Question: What can I do if a product that I want to buy is not available in the Internet Shop?
Answer: Currently, the Internet Shop is a distribution platform for our standard products, i.e. products that are available almost all the time. The product offer of the Internet Shop will be expanded in the future. Please be patient. If you would like to purchase any products on offer that are not available in the Internet Shop, please contact our Customer Service Department using the Contact Form. We will try to find a solution so that you can purchase the products which are of interest to you.
Wrocław, 31.01.2024