You can request a return from your Rough Trade account using the order page. This is the quickest way to send us the details we need and helps us review your request in the right place.
Most online return requests can be submitted within 30 days of delivery.
Before you start
You’ll need:
the email address used for your order
the order you want to return
the item or items you want to send back
the reason for the return
photos, if the item arrived damaged, faulty, incorrect, or not as expected
If your item is damaged, faulty, incorrect, or missing from your parcel, please choose the option that best describes the issue in the return flow. These cases are reviewed separately from standard change-of-mind returns.
How to request a return
Sign in to your Rough Trade account.
Go to your orders.
Open the order you need help with.
Select the option to request a return or report an issue.
Choose the item or items affected.
Select the return reason and add any details requested.
Upload photos if the item is damaged, faulty, incorrect, or not as expected.
Submit your request.
Once submitted, your request will be reviewed by our team.
What happens next
After we review your request, we’ll confirm the next step by email.
Depending on your order, location, and reason for return, we may:
approve the return and send return instructions
provide a return label or return portal link where available
offer a replacement
offer a partial refund where this is a better resolution
contact you if we need more information
Please do not send an item back until your return has been approved and you have received the return instructions.
Return fees
For standard returns, the following return shipping fees may apply:
UK: £4.95
US: $7.95
EU: €7.95
A restocking fee may also apply to standard returns. Any applicable fee will be reviewed as part of the return request.
If your item arrived damaged, faulty, incorrect, or there is another issue with your order, choose the relevant reason in the return flow so we can review it properly. Your statutory rights are not affected.
If your order is missing
If your tracking says your order has been delivered but you have not received it, you can report this from your order page.
The missing order option may only become available once 7 days have passed since fulfilment. This gives the courier tracking time to update and allows for short delivery delays.
If you cannot see the return option
If the return option is not showing, check that:
you are signed in with the email address used for the order
the order has been fulfilled or delivered
the order is still within the return window
you are viewing the order from your Rough Trade account page
If you still cannot request a return, contact us using the chat function on our website. You can also email [email protected] or speak to us 01172421949