COVID-19 Response: UK Web Orders

UPDATE Thursday 16th July: While we continue to set up our new shipping facility, despatch time is currently 7-12 days. Thank you for your patience.

We will not charge your account until we ship your order. You are able to modify your order, shipping details or payment details, via your Rough Trade account, at any point before we ship your items.

Thank you for you ongoing patience and support

If you have placed an order with us online, via our UK website, please take a moment to read the update below which hopefully covers any questions that you may have with regards to the status of an outstanding or upcoming order.

Many sincere thanks for your custom, patience and understanding. Please know we are doing everything we can to get your order shipped to you as quickly as possible.

Keep safe,
Rough Trade

Update: Website Orders, Delivery and Response Times

Health & Safety Procedures
For the time being, we are open and trading online-only in the UK. During this period of COVID-19 precautionary measures, more than ever, the health, safety and wellbeing of our staff and customers remains our primary responsibility. Suffice to say, we are following best practice guidelines outlined by the UK Government and WHO, and wherever appropriate and possible, going over and above to ensure we not just meet but exceed compliance standards.

Delivery Times
Given the added pressures on the postal services right now, and the reduced workforce we have in place (to ensure safe distancing measures), delivery times on orders are regretfully taking longer than normal. Your patience and understanding is much appreciated.

Customer Service
Given the reduced workforce we have in place (to ensure safe distancing measures), our customer service response times are regretfully longer than normal. Rest assured, we will handle all enquiries, prioritising as required. Your patience and understanding is much appreciated.

Order Queries FAQ

Q: I’ve been notified that my order has dispatched but it’s not yet arrived?
A: Given their current levels of workload, Royal Mail delivery collections have been reduced, resulting delays are to be expected. Your patience and understanding is appreciated.

Q: I arranged for my Click & Collect item to be delivered, but it’s not yet arrived?
A: Given their current levels of workload, Royal Mail delivery collections have been reduced, resulting delays are to be expected. Your patience and understanding is appreciated.

Q: I’m a member of the Album Club, will I receive the next delivery?
A: Album Club orders are being dispatched as soon as possible. One dispatched, given their current levels of workload, Royal Mail delivery collections have been reduced, further delays are to be expected. Your patience and understanding is appreciated.

Q: Are release dates subject to change?
A: Yes, many upcoming releases are changing their release date.

Q: I placed an order to collect from a store in the weeks ahead. What should I do, now that your stores are temporarily closed?
A: If you’ve an order placed to collect from a Rough Trade store in March, April, June, please do the following:
i) Cancel the order. Unless stated otherwise, no charge has been made;
ii) Place a new order for the same item/s, this time choosing delivery rather than collection.

Q: I placed an order to be delivered to a work address that is now temporarily closed. What should I do?
A: Please login in to your Rough Trade website account and update your address to wherever you would like your delivery made.