You can check the latest status of your order from your Rough Trade account, your dispatch email, or the Shop app if you used Shop to place your order.
If your order has shipped, your dispatch email will include tracking details where tracking is available. If your order has not shipped yet, it may still be waiting for stock to arrive, especially if it includes a pre-order, import, or item with an estimated dispatch time.
Check your order status
First, check your order in one of these places:
Your Rough Trade account order page
Your dispatch confirmation email
The Shop app, if you used Shop at checkout
Any release-date update emails from Rough Trade
Your order status will usually show whether the order is still being prepared, fulfilled, shipped, or delivered.
If your order has not shipped yet
If your order has not shipped, there are a few common reasons.
Your order includes a pre-order
If your order includes a pre-order item, we usually ship the order once the final item is available. This means released items and pre-order items in the same order will normally ship together.
Release dates can change due to label, distributor, manufacturing, import, or courier delays. When we receive updated release information, we update the product page and send an email where relevant.
To understand more about pre-orders, go to this article -
Your order includes items arriving from different places
Some titles are available on a just-in-time basis, which means we may need to bring stock in from a supplier or another location before we can ship your order. This can add a few days before dispatch. This is highlighted at the product page and checkout, through the estimated dispatch times.
To understand more about dispatch dates, go to this article -
You want available items sooner
If you would like us to split an open order, contact us and we’ll check whether this is possible. Split orders usually require an additional postage payment, and we’ll send an invoice before splitting the shipment.
If your order has shipped
Once your order leaves our warehouse, we’ll send a dispatch email. If tracking is available for your shipping service, the email will include a tracking link.
You can also use your tracking number on the carrier’s website:
UK orders: Royal Mail tracking
EU orders: DPD tracking
US orders: USPS tracking
Tracking is handled by the delivery carrier, so the most detailed updates will usually appear on their tracking page.
If tracking has not updated
Tracking can take a little while to update after a label is created or after a parcel is collected by the carrier. It may also pause between scan points, especially during busy periods, customs checks, or carrier delays.
If your tracking has not moved straight away, please check again later. If it still has not updated after a few working days, contact us and we’ll look into it.
If your order says delivered but you cannot find it
Please check:
Around your delivery address, including safe places.
With anyone else at the address.
With neighbours, reception, a mail room, or building staff.
The carrier tracking page for delivery notes or a delivery photo, if available.
If you still cannot find the parcel, contact us with your order number and we’ll review the delivery information.
If your order has been returned to us
Orders can be returned to us if the address is incomplete or incorrect, the parcel was not collected, or the carrier could not complete delivery.
When a returned parcel reaches us, we’ll usually contact you. You can also contact us with your order number and we’ll check the parcel status.
Before placing an order, please make sure your delivery address is complete and correct, including flat numbers, building names, postcode or ZIP code, and country.
Contact us
If you still need help, please contact us through the on-site chat feature. This is the quickest way for us to find your order details and help get things moving.
You can also email us at [email protected].
Please include your order number and the email address used at checkout so we can find your order quickly.