We aim to dispatch items that are available in our warehouse within 1-2 days of the order being placed
To make available as many products as possible, some products available in our online store are ordered from our suppliers and will take 5-10 days to arrive. These products are marked with “Usually dispatched in 5-10 days” on the product page.
Once shipped, please allow 15 business days for domestic orders and 30 days for international orders to arrive.
Store collection options will be shown at checkout dependent on product availability.
We aim to process click and collect orders in 1-2 days of the order being placed.
An email will be sent to you when an order is ready to collect. Please bring a copy of this email with you when collecting your order.
Our products ship from the UK, Germany or the US. We will indicate at checkout where a product ships from and the applicable shipping rate.
Your order will be shipped separately if the line items in your order ship from different locations with separate shipping costs applied accordingly.
Details of international shipping options will be shown at checkout. Your order may be subject to import duties and taxes (including VAT) subject to the shipping option chosen at checkout. Rough Trade is not responsible for these charges if they are applied and are your responsibility as the customer.
From time to time we may offer free domestic shipping for order values over a certain threshold.
Any products that ship from a location outside the country of the shipping address will be subject to shipping charges.
Free domestic shipping is available for Club members. This is subject to the same conditions outlined above.
Please ensure you have entered the correct details at checkout. Unfortunately we are unable to modify the delivery address once you have placed your order.
You can cancel an order shortly after it has been placed, but once an order has been fulfilled (shipped or prepared for in store collection) it is not possible to cancel your order.
If an order is returned to us due to an incorrect address, we are unable to resend your item. You will be refunded the value of your order minus postage and the item will be placed back into stock.
You have 14 days from the point of delivery to return or exchange an order. To arrange a refund, email our team at [email protected]. Refunds will be issued within up to 10 working days depending on your bank’s processing times.
Returns are free for domestic orders, but international customers will be liable for the return shipping cost.
Any items returned to us must be in the same condition they were delivered in, including in the original packaging. Any items returned to us in a non-sellable condition will not be refunded.
Items purchased from our online store cannot be returned or exchanged in our physical stores.
We pack and handle orders with great care to minimise the risk of damage or incorrect orders. We are consistently reviewing order fulfilment processes and packaging options to limit order issues of this nature.
If you have any issues with the items received in your order, please get in touch with us by emailing [email protected] and our team will be happy to assist you.