You may be able to change or cancel an online order if it has not yet been fulfilled.
An unfulfilled order is an order that has not yet been dispatched, collected, or otherwise completed. Once an order has been fulfilled, we can’t cancel it or make changes to the shipment.
What you can change
Depending on the order status, you may be able to:
update your delivery address
update your contact information
cancel the order
ask us whether an item can be added or changed
Some changes are only possible while the order is still unfulfilled. If your order is already being prepared, dispatched, or fulfilled, the available options may be limited.
Cancelling an unfulfilled order
You can cancel an unfulfilled online order within 30 days of placing it.
The options available depend on when you cancel:
Within 14 days of placing your order: you can choose a full refund, or store credit with an extra 10%.
After 14 days, but within 30 days of placing your order: you are able to cancel but will pay a processing fee if you accept a cash refund. A processing fee does not apply to store credit.
If your order has already been fulfilled, it can’t be cancelled and must be returned.
If your order has been subject to delays or date changes, then the cancellation processing fee may not be applicable.
How to change or cancel an order
Go to your Rough Trade account orders page.
Select the order you want to update.
Open the order details.
Choose the available option to manage, update, or cancel your order.
Follow the on-screen steps to complete the request.
Cancellation and address-change requests for unfulfilled orders are usually handled through our online order-management process.
If the cancellation or update option is not available
If you can’t see the option to cancel or update your order, it may mean the order is no longer eligible for that change online.
This can happen if:
the order has already been fulfilled
the order is already being prepared for dispatch
more than 30 days have passed since the order was placed
the order type cannot be changed through your account
there is a temporary issue with the order-management option
If you think your order should still be eligible, contact us using the chat function on our website. You can also email [email protected].
Please include your order number and the email address used at checkout.
If you need to add or change an item
If you want to add an item, change an item, or make a change that is not available in your account, contact us using the chat function on our website.
Please include:
your order number
the email address used at checkout
what you would like to change
the item name, format, or product link if your request is about a specific item
We’ll let you know whether the change is possible.
If your order has already been fulfilled
Once an order has been fulfilled, we can’t cancel it or change the delivery details.
If your order has already dispatched, wait for your dispatch email and tracking information. If you still need help after that, contact us and we’ll review the best next step.
Where local law gives you additional rights, those rights still apply.