Orders

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.

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 (enquiries@roughtrade.com), 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 dispatched.

I’ve not 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.

My record is faulty, how can I return it?

Please email enquiries@roughtrade.com stating the nature of the issue / fault. We will refund or replace, depending on stock availability once we receive the item back.

I placed an order on your old site. What now?

We've migrated your account. To login, set a new password For security reasons, we will ask you to re-enter your payment details when you place your next order. To check on the status of an order placed on our previous website, please drop an email to enquiries@roughtrade.com stating the order number in question. We will get back to you as soon as we can. Any previously existing pre-orders will be processed via our old administration system. Any back-orders unfulfilled placed prior to March 2016 will not be processed. Sorry for any disappointment regarding those. You will not have been charged for any of these items.

Shipping

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 here.

Can I have a tracking number?

If you selected a tracked delivery option you can find a tracking number in your confirmation email, or by visiting your orders page. If you do not select a tracked service when you place your order (eg: Royal Mail First Class) we will not be able to provide you with one.

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.

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.

Events

When will you send my ticket?

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.

I couldn't attend, could you send my record?

Unfortunately we cannot post out wristband stock after the event. Once it's been processed we are unable to add P+P onto an order. We hold uncollected items aside for 28 days. You are welcome to collect your copy next time you are in the area, or we can refund you, as long as it's within 28 days after the event.

Rough Trade Club

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) and our Rough Trade Membership Magazine. Other membership benefits include Member-only events, First Dibs on exciting new limited edition releases, etc.

Is Post & Packaging included in the price?

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

Why is the first delivery not until February 2017?

The first monthly delivery will be February 3rd 2017. Thereafter, deliveries are timed for the first Friday of each month. We are phasing out our old/no longer available subscription service between now and February.

When is payment debited from my account?

Every month, approximately one week before delivery, we debit your monthly payment from your account. So, payment for the first monthly delivery (February 3rd) will not be debited until January 27th (approx).

Are gift memberships available?

When joining, you can select the monthly delivery to be sent to someone else, i.e. a gift recipient address. However, pre-paid Gift Memberships (e.g. 3 or 6-month memberships) are not currently available but will be later in 2017.

What countries is membership available in?

Currently UK and EU membership-only, not available for U.S and Rest of the World until Mid-2017.

Do I save money being a member?

If you buy our Album of the Month and Rough Trade Membership Magazine separately, it will cost you more than if subscribing to our club.

Who chooses the music I receive in my monthly delivery?

Rough Trade harnesses four decades of face-to-face music recommendation, artist and label knowledge and contacts to source and confidently select the most sought-after, 'must have' record of the moment - the Album of the Month. Members receive this album on LP or CD, along with bonus recordings and an accompanying artist interview in the Rough Trade Membership Magazine. Members are also made aware of further new album recommendations, some that also may come with exclusive bonus recordings, which can be purchased separately.