We're here if you need us

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.