Refund and Returns Policy
1. Right of Withdrawal (EEA Customers)
In accordance with the EU Consumer Rights Directive and the Norwegian Angrerettloven, customers within the European Economic Area (EEA) have the right to withdraw from their purchase within 14 days of receiving the goods, without providing a reason. To exercise this right, please contact us within 14 days of delivery at support@brokenoslo.com
2. Returns Eligibility
To be eligible for a return:
- Items must be unused, unworn, and in the same
condition as received. - All original tags, labels, and packaging must be intact.
- Proof of purchase (e.g. order confirmation or receipt) is required.
We cannot accept returns of:
- Items not in their original condition or
missing parts for reasons not caused by us. - Items returned more than 14 days after
delivery. - Sale items, which are final sale and
non-refundable.
3. Return Shipping & Fees
Customers are responsible for return shipping costs. To make returns simple and transparent, Broken Oslo charges a €20 (or equivalent in your local currency) return fee, which is deducted from your refund. Please note that original shipping costs are not reimbursed.
If you receive a defective, damaged, or incorrect item, Broken Oslo will cover all return shipping costs and issue a full refund or replacement at no cost to you.
4. How to Return an Item
All returns - both domestic and international - are processed through our automated warehouse outside Oslo, ensuring efficient handling and quick turnaround.
- Contact support@brokenoslo.com within 14 days of receiving your order.
- You’ll receive detailed return instructions and a prepaid return label (if applicable).
- Pack your item securely in its original
packaging. - Include proof of purchase and ship using the provided label.
We partner exclusively with DHL and UPS for all international shipments, ensuring fast, fully tracked, and reliable delivery in both directions.
5. Refunds
Once your return is received and inspected at our warehouse, we’ll send you a confirmation email. If approved, your refund will be issued to your original payment method within 14 days of receiving the returned item (or proof that it has been shipped back).
Refunds are processed in the same currency and to the same payment method used for your purchase. Please note that depending on your payment provider, it may take several business days for the refund to appear.
6. Late or Missing Refunds
If you haven’t received your refund after 14 days:
- Check your bank account again.
- Contact your credit card company or payment
provider. - Contact your bank to confirm processing
times.
If you’ve done all this and still haven’t received your refund, please contact us at support@brokenoslo.com
7. Sizing Guide
To minimize returns and help you find your perfect fit, please refer to the sizing chart available on each product page before
purchasing. We include detailed measurements and recommendations for every garment.
8. Exchanges
We currently do not offer direct exchanges. If you would like a different size or product, please return your item for a refund and place a new order.
Defective or damaged items may be replaced free of charge - contact support@brokenoslo.com for assistance.
9. Domestic Orders (Norway)
All Norwegian orders are fulfilled and shipped from our automated storage facility outside Oslo for rapid processing and reliable
delivery. Domestic returns are also handled here, typically processed within 7 business days after receipt.
10. International Orders (EU, UK, US & Canada)
Broken Oslo ships worldwide directly from our warehouse outside Oslo using DHL and UPS Express, ensuring quick and secure delivery. All international orders include prepaid import duties and taxes — there are no hidden fees or customs charges upon delivery. In case of a return, these prepaid duties and taxes are non-refundable. Return shipping fees and processing times may vary slightly depending on your location, but we aim to make the process efficient
and hassle-free.
11. Lost or Delayed Parcels
If your parcel is lost or delayed, please contact support@brokenoslo.com
We’ll assist in tracking your shipment and, if necessary, arrange a replacement or refund in coordination with the courier’s
investigation.
12. Abuse & Fraud
Broken Oslo reserves the right to refuse returns that do not meet our policy requirements or where there is evidence of misuse, excessive wear, or fraudulent activity.
13. Policy Updates
This Refund & Returns Policy was last updated on October 2025. Broken Oslo reserves the right to update or amend this policy to reflect new laws or best practices. This policy forms part of our Terms of Service and should be read together with our Privacy Policy.
