Orders

Can I return my items?

We hope you will love everything that you order from us but if something isn’t quite right, you have 14 days to return or to exchange. We’ll give you a full refund (or difference, if any, in the case of exchanges) by the same method you used to pay, and we ask that items are returned in the same condition they were delivered to you. Please note that items bought online cannot be refunded or exchanged in any of our stores. How to return or exchange + Email [email protected] stating your order number, any issues with the product and whether you want a refund or exchange + We will issue you with a return reference and free post address to return the unwanted item(s). + You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email. Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you. After your return has been processed and approved by us, we will ask your bank to process a refund. Card refunds can take up to 10 working days depending on your bank's processing time – please note that we are unable to influence this.

Can I cancel my order?

You may cancel your order from your account page at any time providing it is yet to be dispatched.

Can I edit an order?

Once an order has been placed, and before you receive a dispatch notification from us, you may edit your payment details and address, however if you'd like to cancel an item please contact us directly ([email protected]), or cancel the entire order and place it again.

Where's my order?

You can check on the progress of your order by visiting your account page. You'll receive an email from us when they're in the post. Once shipped, we must allow 15 working days for UK deliveries (30 working days for international deliveries), though we would obviously hope that you receive your order long before then.

I haven't been charged but my order says it’s confirmed, when will I be charged?

We only take payment once goods are on the way to you. You'll receive a dispatch notification from us when this is the case.

Are gift memberships available?

Not yet, but we will have these available to buy online and in-store soon

What is done to protect my payment details?

We don't keep any credit/debit card data on our proprietary systems. All payments are handled by Stripe, the industry leading platform for internet businesses worldwide. https://stripe.com/us/privacy

Shipping

Shipping options

You will be offered a range of shipping options in the checkout area of the site when you place your order. Shipping is free for orders over £60 in the UK (Royal Mail First Class only).

Do you ship internationally?

Yes, we ship worldwide. You'll be given international shipping carrier choices at checkout.

Do you ship pre-releases on the day of release?

We aim to ship pre-releases to arrive on (or slightly before) the day of release, but this is not something we are able to guarantee, due to a number of variable circumstances. Rest assured we will get your record out to you as soon as possible.

May I have a tracking number?

You will receive a tracking number in your shipment confirmation email, it may also be found by by visiting your orders page.

When will you ship my item?

Delivery will be made as soon as possible after your order has been accepted, depending on release date and stock availability. You will receive a notification email once your item has been charged and shipped, or additionally, you can check the status within your individual orders on your account page.

Events

When will you send my ticket/wristband?

We do not send these out - these are to be collected in-store. You can pick it up from the shop anytime from the release date, up to and including the event itself. Check your order confirmation email for more details.

Rough Trade Club

Is Post & Packaging included in the price?

Yes. When joining, by selecting your delivery destination the pricing will reflect your region, including Post & Packaging.

When is payment debited from my account?

Every month, approximately one week before delivery, we debit your monthly payment from your account.

What is Rough Trade Club?

Our new monthly subscription service. As a member, at the start of every month, you'll be delivered our Album of the Month (CD or LP). Other membership benefits include Member-only events, Priority Pre-ordering on exciting new limited edition releases, etc.

Can I cancel my monthly membership at any time, without penalty?

Yes, you can cancel your membership at any time via the account section on roughtrade.com.

What countries is membership available in?

Currently UK membership-only, Rest of World coming soon.

Can I exchange an album if I really don’t like it?

We hope everyone gives each recommended album a chance to become liked, as favourites often start as the hardest to appreciate. However, if you really don’t like an album then, yes, of course, we’ll happily exchange, at no additional cost, for one of our other nine Albums of the Month. Just bring your copy of the album to one of our stores, or contact us at [email protected] and a member of our team will be happy to help.