How to get help from the Rusk team
If you need support, the quickest way to reach us is by email at bakery@rusk.co.za. We handle order follow ups, product questions, wholesale enquiries, gifting requests and general customer support from our Paarl base in the Western Cape.
Please include your name, contact number, order number if you have one, and a short note about what you need. That helps the right person reply faster and keeps things moving even when we are packing orders or managing collections in busy periods.
- Order support for online purchases and delivery questions
- Product details for buttermilk rusks, muesli rusks and mixed packs
- Wholesale and stockist enquiries for shops, cafés and guest houses
- Corporate gifting, events and custom hamper requests
What to include in your message
Clear information makes it easier for us to help you properly. If your request is about a delivery, please tell us the full address, suburb or town, and any delivery notes such as a gate code, office hours or a safe drop-off point. For coastal areas or outlying farms, a contact number is especially useful because drivers may need to confirm access on the day.
If you are asking about a product, let us know the pack size, flavour and whether you need help with ingredients, storage or shelf life. For bulk orders, it helps to share quantities and your preferred delivery date. We can then advise on timing and packaging before the order is confirmed.
- Your full name and phone number
- Order number, invoice number or proof of payment
- Delivery town, suburb and any special instructions
- Requested pack sizes, flavours or quantities
Support for online orders and deliveries
We deliver nationwide, including major centres and regional addresses across South Africa. If you placed an online order and want an update, we can help with dispatch queries, address changes where possible, and delivery concerns. During busy weeks or public holidays, allow a little extra time for responses and transit, especially for long-distance routes.
If your parcel has not arrived when expected, send us your order number and the delivery town so we can check the status. We also assist with questions about packaging for breakables, multi-box orders and delivery to workplaces, guest lodges or farm addresses.
For customers in Paarl, Wellington, Franschhoek, Stellenbosch, Somerset West and Durbanville, we also help with local stockist and collection-related queries. If you are unsure which option suits you best, ask us and we will point you in the right direction.
Wholesale, hospitality and stockist support
Rusk supplies shops, cafés, guest houses, offices and other businesses that need regular stock or larger order volumes. If you are a buyer or owner and want support, send through your business name, monthly volume estimate and delivery location. This helps us respond with the right pack options and account details.
We also support hospitality orders for breakfast rooms, conference tables and welcome packs. For these enquiries, please mention whether you need mixed flavours, smaller individual packs or a recurring delivery schedule. We can discuss practical options that suit your turnover and storage space.
- Wholesale account queries
- Regular hospitality supply
- Sample boxes for tasting and approval
- Custom hampers for events, staff gifts or client thank you packs
Special requests, gifting and fundraiser help
If you need something a bit different, send us the details and we will see what can be done. We assist with custom hampers, subscription packs, event orders and fundraiser requests for schools, community groups and local initiatives. If there are branding or packing preferences, mention them early so we can advise clearly.
For corporate gifting, it helps to tell us the number of recipients, the delivery area and your budget range in Rand. That way we can guide you on suitable pack sizes and delivery planning. If you are ordering for a team, tea station or appreciation gift, we can suggest options that feel personal without overcomplicating the order.
Meet the people behind your support
Rusk is led from Paarl by Marli van der Merwe, Managing Director, with support from a hands-on team that keeps production and customer care moving. Thabo Mokoena manages operations, Anika Smit heads baking, Liyema Jacobs oversees production, Zanele Khumalo handles customer orders, and Pieter le Roux manages wholesale accounts. It is a small, practical team and we try to answer clearly and on time.
When you email us, your message goes straight to the people who handle the work, not a call centre. That means better follow through on product questions, order changes and special requests. If your matter is urgent, say so at the start of your email and we will prioritise it where possible.
