Orders

Can I cancel my order?

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

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. If your payment is declined you will receive an email informing you it has been declined and what to do next. We will hold the items for 72 hours to give you time update your details.

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

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, as well as cancel the order from within your account. Unfortunately we can not add items to orders, if you see something else you like then you will have to cancel the order and place a new one for everything you want. If you wish to remove items from an order then email [email protected] Please note the removal of items may or may not affect the postage costs as it is calculated by weight. If your order still lies within a certain weight bracket then the postage will still stay the same.

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. 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. Some banks have also started not directly crediting your account instead just erasing the initial transaction.

Where's my order?

We offer different posting options. For domestic packages they can either be sent First Class (24) or Second Class (48). The time frame once shipped is 1-2 working days for First Class and 2-3 working days for second class. These are guidelines given by Royal Mail and are not guaranteed. We do not offer a guaranteed next day service. 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. After this time frame we can then claim for lost packages. Release dates of products are subject to change beyond our control, for the latest information regarding the release date please refer to the product page in question. Some releases that are not available in the UK we import from America, this may affect the release date by a couple of weeks.

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 £50 in the UK (when chosen to be shipped together)

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 if you opted for tracked delivery, it may also be found by by visiting your orders page. If your item is being shipped out of the UK and you have chosen the tracked shipping option you can track you item fully within your account. If your item is being shipped inside the UK the tracking only indicates once an item has been delivered.

When will you ship my item?

Delivery will be made as soon as possible after your order has been accepted, depending on release date, stock availability, and may be affected by busy times of year. We aim to get things out to you as soon as possible. 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.

When do orders have to be in for Xmas 2019?

Domestic: 12pm Thursday 19th of December (If first class is chosen) International: 12pm Saturday (7th December) *Please note we can not guarantee delivery before Christmas but these dates and times are recommended by Royal Mail.

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. If the event is before the release of an album/book then please check the relevant event listing for information on when you can collect your record. Please note we are not able to post out any event orders.

How do events work at Rough Trade?

At all of our stores we are proud hold a range events ranging from some of the biggest bands on the planet playing an intimate set to panel discussions about a latest book release and everything in between. All you have to do is buy qualifying product from the event page and you get a free wristband for entry to the show. For more information navigate to the events listings: https://www.roughtrade.com/gb/events.

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 membership is UK-only, Rest of World is 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 receive an album as part of your subscription that you either don't like, or have already got, you can return it to us (please email [email protected]) and exchange it for another of the top ten album of the month, which can be found in your copy of the monthly booklet. Please make sure you include the form with your name, reason for return and which album you'd like to receive in exchange. We will send your replacement album out as soon as we receive your returned item. Please note that albums can only be exchanged for another album in the top 10. We cannot provide refunds online or instore.