Who this article applies to
This article is for customers who bought a Rough Trade event ticket that includes an album, CD, LP, book or other physical product.
This includes tickets bought through DICE for:
in-store live and signing events
outstore events
ticket-plus-product bundles
events where the product is collected on arrival
events where the product is shipped instead
If your album is collected at the event
For many Rough Trade events, your album is given to you when you arrive.
When you get to the event:
Have your DICE ticket ready.
A member of staff will scan your ticket.
Your vinyl or CD will be given to you on entry.
Please bring a bag with you.
If your album is being shipped
Some event albums are shipped instead of collected at the venue. This may happen for certain events, outstore shows, release-date changes, or where your ticket includes postage and packaging.
If your album is being shipped, check:
your DICE ticket or confirmation
any DICE messages about the event
any Rough Trade dispatch or tracking email
the shipping address linked to the ticket purchase
If you were asked to update your delivery address through DICE, please make sure the address is complete and up to date.
If the release date has passed and you have not received a dispatch email, tracking update, or album, contact us and we can check this for you.
If you missed the event
If you were unable to attend the event, we may still be able to help you claim the album, depending on the event, stock availability, and the collection arrangements.
Please contact us as soon as possible. We may be able to arrange collection from the relevant store or shipping, but this can vary by event and is not always guaranteed.
What to send us if you need help
The quickest way to contact us is through the chat on our website. If chat is not available, email [email protected].
Please include as much of the following as possible:
a screenshot of your DICE ticket or confirmation
your DICE order or reference number, if shown
the email address used for the DICE purchase
the event name, date, and venue
whether you expected a CD, LP, or another format
whether you were told to collect it or that it would be shipped
your full shipping address, if the item should be posted
any dispatch email or tracking information you have received
If your ticket was bought through DICE, you may not have a Rough Trade order number. That is okay. Send us your DICE details instead.
Important notes
Collection and shipping arrangements can vary between events, so always check the wording on your DICE ticket and any event emails.
If your question is about ticket access, event timings, accessibility requests, or ticket refunds, DICE may be the best team to contact first.
If your question is about the physical album, CD, or LP included with your ticket, Rough Trade can usually investigate once we have your ticket details.
This does not affect any rights you may have under local consumer law.