Shipping policy
SHIPPING AND DELIVERY POLICY – BANBROKEN SPAIN, S.L.
Last updated: October 2, 2026
This policy sets out the shipping, delivery, exchange, return and refund terms applicable to orders placed on the website https://banbroken.com, operated by BANBROKEN SPAIN, S.L. (Tax ID (CIF): B93551323), with its address at Calle Perete, 21 – 29006 Málaga, Spain.
1. Delivery Area
We ship both within Spain and internationally. Orders will be delivered to the address provided by the customer at the time of purchase. We do not deliver to P.O. boxes.
2. Processing and Delivery Times
Processing: All orders are processed within an estimated time of less than 24 hours. Pre-order products ship from the date shown on their product page. Express orders are given priority, but also require this preparation time. If the courier has already made the day's collection, the order will be dispatched on the next business day.
Maximum legal period: In accordance with Article 47(d) of Legislative Decree 1/2012 of the Junta de Andalucía, the maximum delivery period for any product shall not exceed 30 calendar days from the date the order is placed, unless expressly agreed otherwise with the customer.
Partial delivery: BANBROKEN reserves the right to make partial shipments where any item is unavailable or where personalized products are involved. In such cases, the customer will be notified by email, and no additional shipping costs will be charged.
3. Shipping Rates
Shipping rates are calculated automatically based on the weight, destination and value of the order. The exact amount will be shown before checkout is completed. Shipments within the European Union may benefit from promotions such as free standard delivery above a minimum order value.
4. Exchanges, Returns and Right of Withdrawal
30-day trial and size exchanges on HISPANO and LEVITO shoes: train in them for 30 days; if you're not convinced, we'll refund you even if they've been worn, and size exchanges are free as many times as you need within the European Union. All other products: first size exchange free within the European Union. Full terms in our Exchanges, Returns and Warranty Policy.
Personalized products: Returns and exchanges are not accepted for made-to-measure or personalized products (for example, BanbrokeniD products), except in the case of a manufacturing defect or an error attributable to BANBROKEN, pursuant to Article 16 of Directive 2011/83/EU.
Statutory right of withdrawal: The customer may exercise their right of withdrawal without giving any reason within 14 calendar days of receiving the order.
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To do so, the customer must communicate their decision by email to info@banbroken.com.
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The product must be returned within 14 calendar days of that communication.
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The order amount will be refunded, including standard shipping costs. The refund will be made using the same payment method the customer used for the original transaction, unless the customer has expressly agreed otherwise and provided this does not incur any additional cost for the customer.
Exclusion from withdrawal: The right of withdrawal does not apply to clearly personalized products or products made to the customer's specifications.
5. International Customers (outside the EU)
Customers residing outside the European Union will be responsible for:
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Shipping costs associated with exchanges or returns.
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Taxes, duties or charges arising from customs or local legislation.
BANBROKEN will not bear any additional costs arising from the destination or return country.
6. Refund Information
Refunds will always be made using the same payment method used during the purchase process, in accordance with Article 107.1 of Real Decreto Legislativo 1/2007.
In the event of a full return, standard shipping costs will also be refunded, but not express delivery services expressly selected by the customer.
The refund will be made using the same payment method the customer used for the original transaction, unless the customer has expressly agreed otherwise and provided this does not incur any additional cost for the customer.
7. Contact
For any questions, to arrange exchanges or returns, or to exercise the right of withdrawal, the customer may contact:
BANBROKEN SPAIN, S.L.
📧 info@banbroken.com
8. Complaints
If the customer is dissatisfied with the shipping or delivery services, they may:
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Contact our customer service team directly.
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File a complaint with the Agencia Española de Consumo (Spanish Consumer Agency) or the Trade Inspection Service of the Junta de Andalucía, pursuant to Article 84 of Legislative Decree 1/2012.