Delivery & Returns


Christmas Delivery

We always recommend ordering early to avoid any disappointment, but understand that last minute rushes happen.

Due to expected Royal Mail industrial action taking place on the 23rd & 24th of December, our latest posting dates for Christmas will be slightly earlier this year.

We recommend that you place your orders for Christmas on or before 19/12/2022.

It is possible that orders placed up until 2pm on 21/12/2022 will arrive on time, but we cannot guarantee this.

If you have any questions regarding Christmas Delivery, please get in touch via our contact page and someone from our team will be happy to help.


- Royal Mail Tracked 24: delivery aim next day - not guaranteed and not including bank holidays and public holidays (items are dispatched on working days only)

- Price: £6 standard / £10 heavy items

- International: costs vary and are calculated at checkout. Please be aware you may be required to pay custom charges on receiving and we will contact you to confirm before shipping


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 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. 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.

We may contact you to check you are aware of these additional charges before we ship the item.

Online Returns


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 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 


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