Refund policy
Returns & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your order 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 attached, and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at info@brokenones.eu. If your return is accepted, we’ll provide you with instructions on how and where to send your package.
Returns must be sent to:
Broken Ones
Halewijnlaan 78, bus 2501
2050 Antwerpen
Belgium
Items sent back without first requesting a return may not be accepted.
Sale & Discount Code Items
Items purchased with a sale price or discount code are eligible for exchange or store credit only, except where applicable consumer law provides otherwise.
MEMBERCLUB discount purchases are eligible for returns in accordance with our standard return policy.
Pre-orders
Pre-order items are made to order and may take approximately 2–4 weeks to produce, unless otherwise stated on the product page.
Once a pre-order has been placed, the order cannot be amended or cancelled once production has started.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received 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 generally no longer responsible for lost or stolen packages.
If you believe your order was stolen or delivered incorrectly, please contact the shipping carrier 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.
Non-returnable Items
Items may not be accepted for return if they are:
- Worn, washed, or damaged
- Missing original tags
- Missing original packaging where required
- Altered or otherwise not in their original condition
Please try on items carefully without removing the tags or exposing them to scents, stains, or pet hair.
Exchanges
The fastest way to ensure you get the size or item you want is to return the original item and, once the return is accepted, place a separate order for the replacement.
EU 14-Day Withdrawal Right
If your order is delivered within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to applicable legal exceptions.
This statutory right applies regardless of whether an item was purchased at full price, on sale, with a discount code, or as a pre-order, unless a specific legal exception applies.
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for us to process the refund. Your bank or payment provider may require additional time to process the transaction.
For any questions regarding returns or refunds, contact us at info@brokenones.eu.