Refund policy

Refund & Return Policy

At The Club of the Broken Hearts, we want you to feel confident in your purchase. If something isn't quite right, we're here to help.

Return Window

You may return items within 14 days of delivery. The 14-day period begins on the day your order is marked as delivered by the carrier. Please let us know within this time, and send the items back within 14 days of contacting us.

How to Start a Return

Before sending anything back, please contact us at The.club@tcotbh.com with your order number and the item(s) you would like to return. Once your return is approved, we will email you our UK returns address.

Items sent back without an approved return request may be delayed or refused, so please don't send anything to us without contacting us first.

We are always one message away, by email, through our website or on social media, and we are glad to help make every return as smooth as possible.

Return Conditions

All returned items, including Atelier pieces and oversized tees, must be:

  • Unworn, unwashed and unaltered
  • Free from stains, fragrance, make-up, deodorant, pet hair or any other signs of use
  • Returned with all original tags attached and in their original packaging
  • In a clean, resalable condition

You may try an item on as you would in a shop. Items returned in a condition that shows they have been worn, washed, damaged or used beyond what is needed to inspect them may have their refund reduced by the loss in value, or may not be accepted for a full refund.

Return Shipping Costs

Returns are at the customer's cost, including on orders that received complimentary delivery. You may use any postal or courier service you choose. Our returns address is in the United Kingdom.

We strongly recommend a tracked service, and please keep your tracking number. The Club of the Broken Hearts cannot be held responsible for returns lost or damaged in transit, but if anything goes wrong we will always do everything we can to help.

We do not currently provide prepaid return labels.

Delivery charges: Delivery charges are non-refundable, whichever delivery service you chose. Return postage is at your own cost. This does not apply to faulty or incorrect items, where we refund delivery in full and cover the return.

Gifts with Purchase

If your order included a complimentary gift, it must be returned in its original, unused condition together with the items you are returning. If the gift is not returned, or is not in its original condition, its full retail value will be deducted from your refund.

Bundles and Multi-Buy Offers

Items bought together at a bundle or multi-buy price are sold as a set. If you return only part of a bundle, the discount no longer applies. We will recalculate the price of the items you keep at their full individual price and deduct the difference from your refund.

Pre-Order Items

A pre-order can be returned once it has been delivered, under the terms above. If you change your mind before your pre-order has been dispatched, please contact us and we will cancel your order and refund you, so you don't need to return it.

Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour or piece, please return the original item (subject to approval) and place a new order on our website.

Refunds

Once your return has been received and inspected, we will let you know the outcome. If approved, your refund will be issued to your original payment method within 14 days of us receiving your return. Please allow a few extra business days for your bank or payment provider to process it.

If you return your whole order, the refund will  include the standard delivery charge you originally paid. If you return only part of an order, delivery charges are not refunded. Express or upgraded delivery charges are not refundable.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us within 30 days of delivery with photographs of the issue. We will cover the return postage and offer a repair, replacement or refund. This does not affect your statutory rights.

Non-Returnable Items

The following are not eligible for return or refund, unless faulty:

  • Gift cards
  • Items returned outside the return period
  • Items showing signs of wear, washing, alteration or damage after delivery

Delivery costs
Free delivery is available for UK orders only. For all other countries, delivery is calculated at checkout based on your destination and the items in your order.

Delivery times
International orders usually arrive within 7–14 business days of dispatch. Delivery times are estimates and can be affected by customs checks, local postal services and other factors outside our control.

Import duties and taxes
Orders shipped outside the UK may be charged import duties, VAT or other fees by the destination country. These are your responsibility and are not included in our prices or delivery charges, unless your checkout states that duties are already paid. We cannot predict or control these charges, so please check with your local customs office before ordering if you are unsure.

Refused or uncollected parcels
If a parcel is refused, or not collected because import charges were not paid, it will be returned to us. Once it arrives back and has been checked, we will refund the items minus the original delivery cost, the return cost charged to us by the carrier, and any duties or fees we were charged.

Returns from outside the UK
You have 14 days from receiving your order to tell us you would like to return it.

  1. Email the.club@tcotbh.com with your order number and the items you would like to return.
  2. We will reply with your return instructions and our UK returns address.
  3. Send the items back within 14 days of your email.

Please do not send anything back without contacting us first.

Return postage and customs
Return postage is your responsibility. Please use a tracked service and keep your tracking number, as we cannot refund parcels that don't reach us. When sending your return, mark the parcel as "Returned goods" on the customs form, so that we are not charged import fees. If we are charged import fees because of an incorrectly marked parcel, they will be deducted from your refund.

Refunds
Once your return arrives and has been checked, we refund the items to your original payment method within 14 days.

  • If you return only part of your order, delivery charges are not refunded.
  • If you return your entire order, we also refund the standard delivery you paid. Express or upgraded delivery is not refunded.
  • Import duties and taxes are not refunded by us. You may be able to reclaim them from your local customs authority.

Delivery charges are non-refundable.

Faulty or incorrect items
If your item arrives faulty or is not what you ordered, email us within 30 days of delivery with photos. We will arrange and cover the return and offer a repair, replacement or refund. This does not affect your statutory rights.

Contact Us

If you have any questions about returns or refunds, please contact us at The.club@tcotbh.com. We aim to reply the same day, and whatever you're unsure about, we're more than happy to help.

The Club of the Broken Hearts
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