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We're here if you need us

We know that not everything is smooth sailing. If you ever run into an issue, we have dedicated people ready to help.

Where to get help

We have teams dedicated to help ensure things run smoothly, and if they don't, you'll know exactly where to go to get your issue resolved quickly and fairly.

View help guides

Our online guides will help you get up to speed on how our platform works in next to no time, or use them to help troubleshoot an issue.
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Contact support

We have a dedicated customer support team available to help if you have any issues. You can reach them via phone, WhatsApp, or email.

Raise a claim

If there's an issue with your order, let us know before midday on the day of delivery and we'll help you get it resolved as quickly as possible.
Raise a claim
A word from our cCo

“Our users are at the heart of everything we do at Rooser. We want to ensure that we're delivering the best experience we can for every customer, every time.”

Daniel Mooney
Chief Customer Officer

Our services

We want to ensure our users get the best possible experience when buying and selling stock on the Rooser marketplace, and for us that means consistency. We have teams dedicated to quality control, logistics management, and claims so that you can be confident each and every time you're using Rooser.
It’s super important to us that customers can buy on Rooser with confidence, every time. That’s why we have our own quality control team based at our hub in Boulogne-sur-Mer (BSM). 

Each day our team inspects a random sample of shipments as they arrive in BSM, before they carry on their journey to the buyer.For each sample taken, the team checks the packaging, labelling, presentation, freshness, size, and temperature. Freshness is evaluated using sight, smell, and touch to ensure it is consistent with the quality grade the product has been sold as.

Providing the boxes we’ve checked meet the required standard, the order will continue on its journey to the customer.

If we find an inconsistency in the quality, we will contact you (the buyer) so you can tell us how you wish to proceed.
All orders placed on the Rooser marketplace are routed through our hub in Boulogne-sur-Mer (BSM), before continuing their journey to the buyer.

The supplier is, in most cases, responsible for getting the goods to BSM. The buyer is responsible for managing transportation from BSM to the final destination (except when Rooser pays for the transport).

For buyers, all you need to do is let us know which transport company you use for your shipments from BSM. We’ll make sure your goods are connected to the right logistics platform in BSM and make it onto the correct truck in time for their departure each day. 

If, for any reason, your goods arrive late into BSM and miss their onward connection, we’ll let you know as soon as possible so you can decide how you wish to proceed with its dispatch.
Whilst we operate a quality control process from our hub in Boulogne-sur-Mer (BSM), we’re unable to check every shipment that passes through on its way to the buyer.

That’s why it’s important for us to have a super simple claims process in place so buyers can quickly and easily get any order issues resolved. 

The process is simple - simply let us know you have an issue by midday on the day you receive the product, together with a photo of the product showing the issue and the label where necessary, and our team will ensure it’s resolved quickly so you know exactly where you stand and what to do next.

Whether you’re a supplier or buyer, when it comes to claims you’ll only ever deal with us, so you can be confident you’ll get a fair and fast result, every time.

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