FREQUENTLY ASKED QUESTIONS

To place your BROKN order, follow these steps:
- On the product page, select the desired color and size, then add
the item to your cart
- Click the shopping cart icon in the top right corner of the website
- On the cart page, select the desired quantity and proceed to checkout
- Enter your shipping and payment information
- Verify that the information entered is correct, then click “Place Order”
You can place an order using your BROKN account or as a guest.
Having an account makes the process smoother since your shipping and
payment information is already saved.
A few minutes after placing your order, you will receive a confirmation email
with all your order details. You will also receive another email
as soon as your order has been shipped.
If you need help placing your order, please feel free to contact our
Customer Service. We’ll be happy to help.

Once confirmed, each order is carefully prepared to ensure prompt shipping.

For any changes or cancellations, please contact us immediately through our Customer Service department.

If the package has already left our warehouse, you will need to request an exchange after receiving it.

Track your order in real time. A tracking link will be emailed to you as soon as your order ships. You can also check the status of your order directly from your BROKN account, if you have one.

Track your order in real time. A tracking link will be emailed to you as soon as
your order is shipped. You can also check the status of your order directly from
your BROKN account, if you have created one.

A precise fit is the key to looking your best. A detailed size guide is available at
on each product page to help you choose the perfect item, from boxers to T-shirts.

We accept the following payment methods:

For credit cards:

Visa, Mastercard, American Express, Carte Bancaire, Apple Pay, Google Pay.

For payments in installments:

Klarna and PayPal.
Payments in 3 installments via Klarna and 4 installments via PayPal must be authorized by your bank or mobile carrier.

If you have received a notification stating that your payment method has been declined, please contact your bank or payment provider.

First and foremost, please verify that the payment information you entered is correct, including both the 16-digit number and the payment method. Finally, please check to make sure your credit card has not expired. If the payment still does not go through after checking these details, please try using a different payment method.

For further assistance, please contact our Customer Service team.

Once your order is confirmed, a payment authorization is automatically processed to verify that the necessary funds are available in your account.

Brokn.fr guarantees that the amount of your order will be charged to your credit card only once.

To create your PayPal account, go to paypal.com.

Transactions on brokn.fr are highly secure. We use the 3D Secure system for Visa, Mastercard, and American Express cards.

During the payment process, an authentication step verifies the cardholder’s identity to ensure the transaction is processed accurately. Since the procedure varies by bank, please contact your bank directly with any questions regarding your security code.

All prices listed on our website include VAT.
For each order, you can access the invoice via the shipping confirmation email.

Please note that once your order has been confirmed, you can no longer change the information you entered, and it is not possible to issue a new invoice.

Average delivery times are 3 to 5 business days. Please note, however, that our products are made to order.

As soon as your package is shipped, you will receive an email containing the tracking number. Please check the number of packages delivered and make sure that none of the packaging is damaged. Any damaged products and/or packaging, or a number of packages delivered that differs from the order, must be reported immediately to our Customer Service team.
All orders are processed automatically, and we are unable to speed up or delay the delivery time.

Unfortunately, it is not possible to select a specific delivery date and time.

You can find all the information about your order, including its delivery status, in your account under the "My Orders" section.

If your order has not been delivered within the estimated time frame, we suggest you check the status of your order in "My Orders" if you have a BROKN account. Please also verify that the delivery address you provided is correct.

If you have any further questions, please contact our Customer Service team. We’d be happy to help.

After delivery, please check that the contents of your package are not damaged in any way. If they are, please contact our Customer Service.

You can return items purchased on brokn.fr within 30 days of the delivery or pickup date. You are responsible for return shipping costs. Choose a secure shipping method to ensure your items are received.

To return your order, please follow the steps below:

1. Fill out the online return form by clicking "Returns" in your order history within your account, then print it out and include it in your package along with the items. Please return your order to us within 30 days.
2. We only accept items that are in perfect condition, unworn, and unwashed.
3. Place the items in the original box and packaging, and attach your return label over the original shipping label.
4. Drop off your package at one of the carrier's locations.

Once we receive your package at our facility, please allow 5 to 7 business days (depending on peak periods) for your return to be processed. If your return does not meet the listed conditions, the package will be returned to you at your expense. Once your return is accepted, you will be refunded and will receive a confirmation email.

For more information on how to exercise your right to return an item, please see our return policy.

You can check the status of your return at any time by going to "My Account" and selecting "Returns."

You have 30 days from the date of delivery or pickup to exchange items purchased on brokn.fr. The replacement item will be shipped to the address provided in the original order. To change the shipping address, please indicate this on the return form and contact Customer Service.

To make an exchange, follow these steps:

1. Go to your order history in your account, click "Returns," and fill out the online form. Print it out and include it with your package.
2. We only accept items that are in perfect condition, unworn, and unwashed.
3. Place the items in their original box and packaging. Stick the return label over the original label.
4. Drop off your package at one of the carrier's locations.
5. As soon as we receive your package, we will inspect the condition of each item. Please allow 5 to 7 business days for your request to be processed (this may vary during periods of high demand). Once the return has been approved, the replacement will be shipped using the original shipping method or to the new address you provided.
6. Your new item will be shipped as soon as we receive your return.

For your security, refunds are issued exclusively to the original card. This is a strict policy with no exceptions.

If you have forgotten your password, click the "Forgot Password" link on the login page after clicking the "My Account" icon, and follow the instructions to reset it.

If you have any further questions, please contact Customer Service. We’re happy to help.

If you request a refund, the return shipping costs will be deducted from the total amount of your order.

For exchanges, the customer is responsible for return shipping costs, while we cover the cost of shipping the replacement item

To delete your account, please contact our Customer Service team.

If you no longer wish to receive our newsletter, you can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of our emails. You will be redirected to a webpage where you can confirm your request to unsubscribe.

To access your information, go to the "My Account" section, where you can edit it.

Creating a brokn.fr account gives you a personalized space where you can: save your personal information to enhance your experience on our site.

You can track your orders and/or returns online, view your order history, and create a wish list to save your favorite items.

However, you don't need to open an account to place an order on brokn.fr

To create an account on brokn.fr, click on " Create My Account." For any additional information, please contact our Customer Service team. We're happy to help.

To make sure you don't miss any BROKN drops or events, sign up for the newsletter at the bottom of our pages.

We offer a repair service specifically for parts purchased on brokn.fr. Every repair is performed by our expert technicians to ensure exceptional, long-lasting quality.

To have your product inspected, please contact Customer Service. While we make restoration a priority, whether it is feasible depends on the condition of the item.

Please note that some repair services may incur additional charges.