Shipping policy
Shipping & Returns Policy
Thank you for shopping with The Club of the Broken Hearts.
Our pieces are made in two ways. London Witch pieces are made to order or produced in small runs. The Atelier pieces are made in limited numbers. Please allow time for production and fulfilment before your order is dispatched.
Processing Times
Orders are usually processed and prepared for shipment within 1–5 business days.
During collection launches, promotions, holidays or periods of high demand, processing times may be slightly longer.
Pre-Order Items
Some pieces, including Atelier pieces and our oversized tees, may be sold on pre-order. Each pre-order item shows its expected dispatch date on its product page. Pre-order items are dispatched on or from that date, and UK delivery then usually takes 3–5 business days.
Orders Shipped in More Than One Parcel
Atelier pieces and oversized tees are dispatched from our studio. Hoodies and sweatshirts are made to order and dispatched separately by our production partner. If your order contains both, it will arrive in separate parcels, possibly on different days, each with its own tracking.
Delivery Times
United Kingdom: estimated delivery in 3–8 business days.
International: estimated delivery in 7–14 business days.
Delivery times are estimates and may vary with destination, customs processing, local postal services, weather and other factors outside our control.
Delivery Costs & Complimentary UK Delivery
Complimentary standard delivery applies to UK orders only of £150 or more, after any discounts. For all other countries, delivery costs are calculated at checkout based on your destination. Complimentary delivery covers the delivery of your order only. It does not cover the cost of returning items.
Shipping Confirmation & Tracking
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available. Please allow up to 48 hours for tracking to become active.
Customs, Import Charges & Uncollected Parcels
International orders may be subject to customs duties, import taxes or other fees charged by the destination country. These are the customer's responsibility and are not included in the product price or shipping cost.
If an order is sent to a pick-up point or collection location and is not collected within the carrier's holding period, it will be returned to us automatically. The same applies if a parcel is refused on delivery, including when customs or import charges are not paid. Once the returned parcel reaches us and has been checked, we will refund the order minus the original shipping cost, the return shipping cost charged to us by the carrier, and any customs duties or fees we have been charged.
Incorrect Addresses
Customers are responsible for providing accurate shipping information at checkout. We cannot be held responsible for delays, losses or extra costs caused by an incorrect or incomplete address.
Lost, Delayed or Damaged Parcels
We cannot guarantee delivery dates and are not responsible for delays caused by postal services, customs, weather or other circumstances outside our control. If you believe your parcel has been lost, please contact us and we will work with the carrier to investigate. If your parcel arrives damaged, please contact us within 48 hours of delivery with photos of the parcel and its contents.
Returns
Your Right to Return
You may cancel your order and return items within 14 days of receiving them. To start a return, please email us within that time. The items must then reach us within 14 days of your email.
Condition of Returned Items
All returned items, including Atelier pieces and oversized tees, must be returned unworn, unwashed, unaltered and in their original condition, with all original tags attached and in their original packaging. You may try an item on as you would in a shop, but items that show signs of wear, washing, perfume, make-up, deodorant, pet hair or removed tags may have their refund reduced by the loss in value, or may not be accepted for a full refund.
Return Postage
Return postage is the customer's responsibility, including on orders that received complimentary delivery. This does not apply to faulty or incorrect items (see below). We recommend a tracked service, as we cannot be responsible for returns lost in transit.
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 at The.club@tcotbh.com and we will cancel your order and refund you. This saves you from having to return it.
Refunds
Refunds are made to your original payment method within 14 days of us receiving your return, once it has been checked.
Faulty or Incorrect Items
If an item arrives faulty or is not what you ordered, please contact us within 30 days of delivery. We will cover the return postage and offer a repair, replacement or refund. This does not affect your statutory rights.
Contact Us
For shipping and returns enquiries, please contact:
The.club@tcotbh.com
The Club of the Broken Hearts
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