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.

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

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.

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.

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.

When are your final order dates for Christmas 2018?

For your order to be despatched before Christmas, international deliveries outside the E.U., orders must be in by Monday 10th of December. For international deliveries within the E.U., orders must be in by Thursday 13th of December. For deliveries within the UK, all orders must be in by Midday on Monday the 17th of December. (Choosing first class delivery). You will be able to order digital gift cards, which will be sent to you via email, or order items to collect in any of our stores up until Midday on Christmas Eve. If there are any problems with your order you will be notified as soon as possible.

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.

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 (FAO: Subscription Returns, Rough Trade East, 91 Brick Lane, London, E1 6QL) 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 a short note 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, we cannot provide refunds online or instore.

What countries is membership available in?

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