What this article applies to
This article applies to online orders placed through Rough Trade, including pre-orders, and to payment issues where:
your payment fails at checkout
you receive a failed payment email
you need to update your card details for an order
PayPal is not showing as a payment option
you are having trouble with a Rough Trade Club payment
Payment options at checkout
For online orders, payment is taken when you place the order. This also applies to pre-orders.
The payment options shown at checkout may include card payment, Shop Pay, Apple Pay, or Google Pay, depending on your device, browser, location, and checkout details.
Only use the payment options shown during checkout. We cannot safely take card details by email or chat.
Can I pay with PayPal?
PayPal is only available for eligible EU orders and will appear at checkout when it is available for your order.
If PayPal does not appear at checkout, please choose another available payment method. PayPal may not be available for every region, delivery address, or checkout route.
If your payment fails at checkout
If your payment is declined before your order is confirmed:
Check that your billing address, card details, security code, and expiry date are correct.
Try again using the same payment method.
If it still fails, try another payment method shown at checkout.
Check with your bank or payment provider in case they blocked or declined the transaction.
Do not place repeated orders if you are unsure whether one has completed.
Your order is only confirmed once you receive a Rough Trade order confirmation email.
If you receive a failed payment email
If we email you to say that payment has failed, follow the secure link in that email if one is provided.
You may also be able to update your payment details from your Rough Trade account:
Sign in using the same email address you used for the order.
Go to your account or orders area.
Open the relevant order.
If an update payment option is available, follow the steps shown.
The option to update payment details may not be available for every order or payment type. If you cannot update the payment yourself, contact us through the on-site chat and include your order number and the email address used at checkout.
Updating your card details
If your card has expired, been replaced, or is no longer available, try updating the payment details from the order page in your account where this option is shown.
If the order has already been dispatched, you may no longer be able to change payment details for that order.
If you cannot see the order, cannot access the update link, or the update does not work, contact us through the on-site chat so we can review the order.
Rough Trade Club payment issues
Rough Trade Club payments are handled differently from one-off online orders.
If a Club payment fails, you may receive a payment email or be asked to update your payment method. If repeated payment attempts fail, a new Club order may not be created.
If you cannot update your Club payment details, or you need help cancelling or restarting a Club subscription, contact us through the on-site chat. Please include the email address linked to your Club membership.
If you still need help
Contact us through the on-site chat so our support team can review the issue. This is the quickest way for us to help.
Please include:
your order number, if you have one
the email address used at checkout
the payment method you tried to use
a brief description of what happened
a screenshot of any error message, if possible
If you cannot use chat, you can email [email protected].