Who this applies to
This article is for online Rough Trade orders where a refund has been approved or processed, including:
cancelled orders
returned items
items we cannot fulfil
damaged, faulty, or missing items where a refund has been agreed
refunds issued as store credit or back to a gift card
How long does a refund take?
Once your refund has been processed, card and online payment refunds can take up to 10 working days to appear, depending on your bank or payment provider.
We are not able to speed up your bank’s processing time once the refund has been sent from our side.
For returned items, your refund is usually processed after we have received and checked the return, or after we have received suitable evidence that the item has been sent back where this applies.
Why can’t I see the refund in my bank account?
Some banks do not show refunds as a separate new payment. Instead, they may remove or amend the original transaction.
If your refund has been confirmed but you cannot see a new credit, please check:
the original payment date
whether the original charge has disappeared
whether the original charge amount has changed
your pending transactions
the card or payment method used for the order
How will I be refunded?
Refunds are normally issued back to the method used to pay for the order.
This means:
card payments are refunded back to the original card
PayPal or wallet payments are refunded through the original payment provider
gift card payments are refunded back to the gift card balance
store credit refunds are returned as store credit
If your order was paid using more than one method, the refund may be split between those methods. If you are unsure, contact us and we can check the refund route for your order.
Store credit refunds
If you choose store credit when cancelling or returning an order, the refund will be issued as store credit rather than back to your card.
If you believe the wrong refund method was used, or you expected a store credit bonus that has not appeared, contact us so we can review the order.
Please include:
your order number
the email address used at checkout
the refund method you selected
the amount you expected to receive
Gift card refunds
Gift cards cannot usually be returned or refunded once purchased.
If you used a gift card to buy an item and that item is later refunded, the refund will be added back to the gift card balance.
If you are unsure whether your gift card balance has been updated, contact us with your order number and gift card details so we can check.
My refund still has not arrived
If it has been more than 10 working days since your refund was processed, please contact us using the chat on our website. This is the quickest way for us to check your order.
You can also email [email protected] if chat is unavailable.
Please include:
your order number
the email address used at checkout
the date your refund was confirmed
the payment method used
a screenshot or description of what you can see in your bank or payment account
We will check whether the refund has been processed and confirm the next step.