Shipping and returns

Delivery and shipping

Delivery is available worldwide with DHL Express.

As we are a small team of two, please allow up to 4 working days for your parcel to be prepared for shipping. Once shipped, delivery is carried out by the express courier company (DHL Express Worldwide) within 2 working days for EU destinations, and between 3 – 4 working days for international deliveries outside the EU. You will receive a tracking code once your order is shipped.

Delivery will be charged based on the product weight and destination, and you are able to check this prior to making a purchase. To do so, please fill out your shipping address details on the “Basket” page, and you will be able to check shipping prices before making a purchase.

The delivery company usually makes deliveries during business hours.

Break The Mould will not be liable for the SAD nor import expenses and taxes (ISPI, IGIC), tariffs or duties generated at customs in the destination, if applicable. 

*Exception: For our customers ordering from the United States, we offer DDP delivery with DHL Express – this means that we cover duties fees, so the transport cost you see at checkout when ordering from the United States will already include these fees, which you won’t have to pay separately.

Please get in touch with your customs officials in your country for information on any applicable duties and taxes.

*Please note: We are currently not offering delivery to the United Kingdom, as we are sorting Brexit-related requirements.

Delivery Times

The delivery time is shown during the purchase process, and implies acceptance by you.

Returns

Break The Mould is committed to customer satisfaction and makes every effort for you to have a positive experience with your order. Possible cases of return include:

The product is incorrect, it has a defect, or it has been damaged during transport:

We take special care to ensure all of our items and deliveries are in perfect condition. However, if you receive an incorrect item, please get in touch with us as soon as possible. Before opening the product, check that the packaging matches what you have requested: colour, size, finish, etc.

If the products received have any defect or deterioration, we will respond to the lack of conformity as set out in the “Guarantees” section on our sales terms and conditions page.

If the product has been damaged during transport, it is essential that you inform us as soon as possible and, if it’s possible, you note the incident on the carrier’s delivery note.

Products must be returned in the same condition as they were received, such that they are protected, within a box and original supporting packaging and any tags if applicable. Break The Mould makes available to the buyer a delivery company for the return of incorrect/faulty/damaged goods with a completely free service. If you wish to return goods using a delivery company different to the carrier suggested by Break The Mould, and the delivery company you choose offers higher rates, you must pay the difference in transport costs.

Right to return:

You can return an item if it doesn’t meet your expectations, in accordance with the provisions of the Consumer Rights Act.

To exercise this right to return goods, you must do so within a maximum of FOURTEEN (14) calendar days from receiving your order. You must inform us by emailing [email protected] of your decision to return the purchase made.

You must return the products to the following address:

 

Break The Mould

Diana Silvia Popescu

C/ Isidre Margenat 17, PB2a

08195, Sant Cugat del Vallès

Barcelona

Spain

In order to exercise this right, the product must be returned in perfect condition, and preferably retain the original packaging, along with all of its parts. Please note that most of our products are fragile, and therefore need to be packaged securely for a safe return. You may consider purchasing insurance with the carrier company you choose for the return.

In the event that the products do not arrive in perfect condition, do not include all their parts and accessories, or do not keep their original packaging, Break The Mould reserves the right to pay a lower amount in the return, a circumstance that will be notified to you.

The refund of the amount paid will be made once the condition of the product has been inspected. The refund will be made using the same payment method used to make the purchase and, in any case, it will take place within a maximum of 14 calendar days from when the product return is reliably received.

Return delivery costs resulting from the right to return will be payable by the buyer.

If you have not yet received your order:

If you have not yet received your order and you wish to cancel or amend it, simply inform us of the changes you wish to make. This will not involve any extra costs if your order has not yet been processed.

Contact Information for Returns:

*Email: [email protected]

All product returns must be sent to the following address: C/ Isidre Margenat 17, PB 2a, 08195, Sant Cugat del Vallès, Barcelona, España