Who this applies to
This article is for Rough Trade event tickets bought through DICE.
DICE manages the ticket purchase, confirmation, app access and most ticket refund requests. Rough Trade can help with questions about the event itself, or with a physical item included with your event ticket, such as a record that should be collected or posted.
If you cannot find your DICE confirmation or ticket
First, check the DICE app using the mobile number or email address you used when booking. Your ticket should appear in your DICE account.
It is also worth checking:
your junk or spam folder
any other email address you may have used
whether you booked with a different phone number
the event page in the DICE app
If your ticket still is not showing, contact DICE directly through the DICE Help Centre. DICE can check the booking, resend confirmation details where available, and help with account access.
If you want a ticket refund
Refund requests for DICE tickets need to go through DICE.
DICE may be able to refund your ticket if:
the event is cancelled
the event is rescheduled and you cannot attend the new date
the event organiser has asked DICE to refund tickets
you successfully sell your ticket to another fan through the DICE wait list
a short cooling-off refund option is active for that event
If you can no longer attend because your plans have changed, DICE will not usually be able to offer a refund. Depending on the event, you may be able to transfer your ticket to a friend or use the DICE wait list instead.
Refunds are usually returned to the original payment method. Once DICE has issued a refund, it can take several working days to appear, depending on your bank or payment provider.
If the event has been cancelled or rescheduled
If a Rough Trade event is cancelled or rescheduled, DICE will normally contact ticket holders with the available options.
If you bought your ticket through DICE, please follow the refund instructions in the DICE app or DICE email. If the event was rescheduled and you cannot attend the new date, request the refund through DICE.
Your local consumer rights may also give you additional protection when an event is cancelled, moved or materially changed.
If your ticket included a record or other product
Some Rough Trade event tickets include a record, CD or other physical product. If your question is about the physical item rather than the event ticket, Rough Trade may be able to help.
Please contact us through online chat and include:
a screenshot of your DICE ticket or confirmation
the event name and date
the email address or phone number used for the DICE booking
the product you expected to receive
whether the item was due for collection or delivery
your delivery address, if the item should be posted
We will check what is possible. Collection, postage, replacements or upgrades may depend on stock availability, the event arrangement, and whether the item has already been allocated.
Still need help?
For ticket access, confirmation emails, refunds, transfers or wait-list questions, contact DICE first.
For questions about a record or product included with a Rough Trade event ticket, contact Rough Trade through online chat. If chat is unavailable, you can email [email protected].