Where's my order?
You can check on the progress of your order by visiting your account page, which will show the relevant shipping dates and tracking numbers. You'll also receive an email from us when they're in the mail. Delivery times will depend on the shipping method you chose during checkout, but your order will generally arrive within a week, perhaps a bit longer for media mail.
Can I edit an order?
Once an order has been placed, and before you receive a mailing 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.
Can I cancel my order?
You may cancel your order from your account page at any time, providing it is yet to be mailed.
I’ve not been charged but my order says it’s confirmed, when will I be charged?
We only take payment once your items are on the way to you. You'll receive a mailing notification from us when this is the case.
My record is defective, how may I return it?
Please email [email protected] stating the nature of the issue / fault. We will then send you a return label to get the record back to us. You will receive a replacement item or refund depending on available stock once we receive the item back.
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
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.
Do you ship pre-releases on the day of release?
We aim to ship pre-releases to arrive on the day of release (in the UK), but this is not something we are able to guarantee, due to a number of variable circumstances.
Do you ship internationally?
Yes, we ship worldwide. You'll be given international shipping carrier choices at checkout.
May I have a tracking number?
You will receive your tracking number in your order confirmation email. You will also find it on your account page when you have logged in.
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 USA via Media Mail.
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.
Can I get a refund on an event purchase?
No, we treat event purchases like tickets and therefore, they are non-refundable. Your item will be held for 28 days at the counter.
Rough Trade Club
What countries is membership available in?
Currently UK and US membership-only, Rest of World coming soon.
Is Post & Packaging included in the price?
When is payment debited from my account?
Every month, approximately one week before delivery, we debit your monthly payment from your account.
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 favorites 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. To exchange, please just email us with the name of the album you'd like to swap for.
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 www.roughtrade.com.
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.