Delivery & Returns

 

 

- Royal Mail Tracked 24 (aim next working day - not guaranteed)

- Royal Mail Tracked 48 (aim 2-3 working days - not guaranteed)

- Special Delivery guaranteed next working day - £10

- International will vary depending on destination and is calculated at checkout

 

Delivery

We send out all items by Royal Mail or by courier. Our international post is sent by a 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 service in your country 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. If you require an item urgently please let us know and we will post it that day if at all possible. Email is the best way to contact us but you can also call. 

International Delivery

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.

Gift wrap

We offer a complimentary gift wrap service, we can also include a note that will be handwritten by a member of our team. The items will be wrapped in brown paper and tied with string in a simple, traditional style.

Simply check the "Please gift wrap the products in this order" option in your cart before checkout - this will add complimentary "Gift Wrapping" to your cart.

To add a note to the recipient, click the "Add instructions for seller" drop down and type your message there. 

We can send your gift straight to the recipient too - just use their address in the shipping section.

Online Returns

We hope you'll love your purchase! 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 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. 

In the case of exchanges, there will be an additional shipping cost. 

In-Store Returns 

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. 

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