Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at thebrokenones@mail.com. Please note that returns will need to be sent to the following address: Halewijnlaan 78 2501, 2050 Antwerpen 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at thebrokenones@mail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

 

Lost or Stolen Packages

Once an order has been marked as delivered by the shipping carrier, we are no longer responsible for lost or stolen packages. If you believe your order was stolen or delivered incorrectly, please contact your local post office or delivery service provider with your tracking number to file a claim.

If your package is returned to us as undeliverable, we will contact you to arrange reshipment. Additional shipping fees may apply.

We will always do our best to assist, but we cannot refund or reship orders that are confirmed as delivered.


Exceptions / Non-returnable Items

Certain items cannot be returned, including:

  • Worn, washed, or damaged clothing

  • Items returned without original tags or packaging

  • Sale items or items purchased with a discount code

  • Gift cards

Please ensure items are tried on carefully without removing tags or exposing them to scents, stains, or pet hair. Returns that do not meet these conditions will not be accepted.

If you’re unsure whether your item qualifies for a return, feel free to contact us at thebrokenones@mail.com.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thebrokenones@mail.com.