Delivery & Returns

In-Store Collection

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We currently do not offer in-store collection on orders placed online. However, all of our online stock is available for purchase at our store in Shoreditch. So, if you are able to, we highly recommend that you pop in to pick anything up. That way we will be able to advise you, and you will be able to try items on and ensure they fit. If you would like us to reserve an item for you in-store, please call us on 020 3793 4194 or email contact@thebrokedownpalace.com. Any reserved items will need to be paid for in-person at the store.

Delivery

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We send out all items by Royal Mail or by courier, using a tracked and signed-for service. We will provide you with the tracking number in the Delivery Confirmation email.

If you are not in, Royal Mail, the courier or the local service will leave a card for you to collect the item from your local sorting office. If the item is returned to us due to it not being collected within the time limit given, or you provide incorrect address information, we will ask you to pay the postage before we re-send it to you. 

International costs depend on the weight and size of the item, as well as the destination of the order. You can check the cost by putting the item in the cart and entering your post code (or zip code) into the shipping costs calculator. 

We ship orders on the next working day after payment is received. Orders placed on the weekend will be shipped on Monday. 

International Delivery

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We are able to ship products internationally, the cost will vary depending on destination and is calculated at checkout.

We are currently able to ship to the EU but please be aware that it is the customers responsibility for paying any additional VAT, custom charges or handling fees that may be incurred. We strongly recommend researching and using online services to determine if you'll be charged any additional fees for delivery of your items.

Online Returns

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We hope you'll love your items, but if you're unhappy for any reason you can return your purchase within 14 days of receipt - as long as it's unworn and in original condition, with any packaging undamaged and all tags attached.

Please email us to let us know before sending it. Please note any returns sent back after the 14 day window cannot be accepted. Postage is at the customer's cost. 

The return address is: The Brokedown Palace, 178 Shoreditch High Street, London E1 6HU.

Important: please make sure you include  'The Brokedown Palace' in the address.

We will refund you for the item when we receive it minus shipping costs. The customer is responsible for return shipping costs.  

Please note: you are responsible for goods until we receive them and we highly recommend using a tracked service.

If you are returning for an exchange please place a new order for the required item and we will refund the original item on receipt. 

In-Store Returns 

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We offer exchange only within 14 days of purchase for full price items bought in store, as long as the item is in its original condition with all labels attached. 

We do not offer exchange on sale items, or give refunds on any in store sales, unless the item is faulty and returned within a reasonable time.

Exchanges can only be made for full price items, if you would like to exchange for an item that is on sale, it will be treated as full price. 

Christmas exchanges are always extended until 7 January. You will be informed at the point of sale if the Christmas Exchange Period is active. 

Please see more information on gov.uk here on your right to return and refunds