We’re sorry if something has arrived damaged, faulty, incorrect, or missing from your order. The quickest way for us to review the issue is through your order details, where you can start a return or order-problem request and upload the information we need.
What this article applies to
Use this guide if:
an item arrived damaged
an item appears faulty or does not play as expected
you received the wrong item or wrong variant
part of your order is missing from the parcel
If you simply changed your mind, please use our article on returning an item instead.
Start a request from your order
Sign in to your Rough Trade account, or open the order link in your order confirmation email.
Go to the order with the affected item.
If return options are available, select the option to request a return or report a problem.
Choose the reason that best matches the issue.
Add photos or any other evidence requested in the form.
Submit the request for our team to review.
If your order contains more than one item, make sure you select the item affected by the issue.
What evidence to include
Clear evidence helps us review your request quickly.
For damaged items, please include:
photos of the damaged item
photos of the outer packaging
photos of any damaged mailer, box, or packing material
a photo of the barcode or product label, if useful
For faulty playback, please include:
a short description of the fault
where the issue happens, such as the side, track, or timestamp
whether the issue happens repeatedly
photos or a short, if it helps show the problem
For a wrong item or wrong variant, please include:
a photo of the item you received
a photo of the barcode, catalogue number, colour variant, or edition details
a note explaining what you expected to receive
For missing items, please include:
which item is missing
a photo of the items you did receive
a photo of the packing slip, if one was included
photos of the parcel and packaging if it looks opened, damaged, or resealed
If you cannot upload photos
The form accepts evidence images up to 5MB. If your upload is not working, try:
using a different browser
using a desktop or laptop instead of a phone
checking that your browser has permission to access your photos
selecting the image from your Files app rather than taking a new photo in the form
saving the image as a smaller JPEG and trying again
If you still cannot upload the evidence, contact us through the on-site chat. Please include your order number, the email address used at checkout, and a short description of the issue.
If the return option is not available
The return option may not show for every order or every situation. If you believe your item is damaged, faulty, incorrect, or missing and you cannot start a request from your order, contact us through the on-site chat so we can review it.
Please include:
your order number
the email address used at checkout
which item is affected
what happened
any photos or evidence you can provide
You can also email [email protected], but on-site chat is usually the quickest way for us to review an order issue.
What happens next
After you submit your request, our team will review the details and confirm the next step. Depending on the issue, this may include a replacement, refund, store credit, gift card, or return instructions.
If we need the item back, we’ll explain how to return it and whether a return label is available. Please do not send anything back until your request has been reviewed, as this helps us match the return to your order correctly.
Your consumer rights
This article is about items that are damaged, faulty, wrong, or missing. These issues are different from changing your mind about an order.
Where local consumer law gives you additional rights, those rights still apply. The options available can depend on your location, the item, the condition of the item, and the details of the issue.
Still need help?
Contact us through the on-site chat and include your order number and checkout email address. If chat is unavailable, email [email protected].