For online orders, payment is taken upfront when you place the order. If you used the wrong payment method, we may not be able to change the payment method on the same order after payment has been processed.
If your order is still eligible for cancellation, the simplest option may be to cancel the order and place it again using your preferred payment method.
If you used the wrong payment method
If your order is still unfulfilled and you want to pay with a different card or payment method, you may need to cancel the order and place it again using your preferred payment method.
Cancellation options depend on the order status and when the order was placed.
If your order has already been fulfilled, it can’t be cancelled so that you can change the payment method.
If your payment failed at checkout
If payment fails during checkout, an order may not be created.
Before placing the order again, check whether you received an order confirmation email. If you did not receive confirmation, you can try placing the order again using a valid payment method.
If you’re unsure whether an order was created, contact us before trying again so we can check.
If we ask you to update payment information
In some cases, we may send a secure payment update link. For example, this may happen if payment information needs to be verified or updated for a saved payment method.
Only use the secure link provided in the email. We’ll never ask you to send full card details by email or chat.
Saved payment methods and subscriptions
Depending on your account and the type of order, you may be able to manage saved payment methods from your customer account.
This is most relevant for subscriptions or other payment arrangements that use a saved payment method. It does not usually change the payment method for a one-off order that has already been paid for.
If your Rough Trade Club subscription or another recurring payment has an issue, check your account for payment options or contact us and we’ll review it.
Older orders or orders you can’t see
Some older orders may not appear in your current account view. If you need help with an older order, or you can’t see the order you want to update, contact us using the chat function on our website.
You can also email [email protected].
Please include:
your order number
the email address used at checkout
what you want to update
whether you received an order confirmation or payment update email