Customer Service

Do you have any questions about the e-shop? Not sure about how to handle things in the spare parts shop? Do you have a technical problem with your ROCO models? Or do you have any ambiguities about the Z21? No problem, we are happy to solve your problems!

How to reach our customer service:

  • from Germany, Austria and Switzerland - FREE: 00800 57626000
  • International (at local rates from the landline; mobile max. €0.42 per minute incl. VAT): +43 820 200668a

You can reach the ROCO team on the following days:

  • Monday   13:00 - 16:00
  • Tuesday   09:00 - 12:00
  • Thursday 13:00 - 16:00

Outside of these times, please use our contact form.

You are also welcome to contact us by email:

For questions about ROCO models, spare parts and other questions about ROCO, please use our contact form.
If you have any questions about your online order via the ROCO e-shop and spare parts shop (status of the order, complaints process, etc.), please contact webshop@roco.cc

NOTE: So that we can help you as quickly as possible, we ask that you have all the necessary information about the model you want to hand (such as item number, company number - see FAQ how do I find my model, track system, controller, software with version number, etc.) . Perhaps you can already narrow down your question or problem using our FAQs? The more basic information you provide us with, the faster we can help you. We recommend having a pen and notepad ready for any necessary notes from the interview.

It is also advisable not to contact our customer service right at the beginning or end of the call times, as experience has shown that there is an increased volume and associated waiting times