Welcome to Broken Planet, a brand proudly operated by VELOCITY PRIME LTD. We’re here to ensure your shopping experience is smooth and satisfying. Below are answers to some of our most frequently asked questions? If you can’t find what you need, feel free to contact us at contact@brokenplanet.uk.com.

  1. What Types of Products Do You Sell?

We specialize in stylish and comfortable T-Shirts, Tank Tops, Sweatshirts, and Hoodies. Each item reflects our unique design ethos and commitment to quality.

  1. How Long Does Order Processing Take?

Orders are typically processed within 1–2 working days, Monday to Friday. Orders placed on weekends or public holidays will begin processing the next working day.

  1. When Will I Receive My Order?

Once dispatched, deliveries usually arrive within 3 to 5 working days, depending on your location and any courier or customs delays. We use reputable delivery services to ensure safe and timely arrival.

  1. Do You Offer Free Shipping?

Yes, we offer free standard shipping on all orders. No minimum spend is required just shop and enjoy!

  1. Can I Track My Order?

Yes. As soon as your order is shipped, you’ll receive an email with a tracking number. Use this link to follow your parcel in real time.

  1. Do You Ship Internationally?

At this time, we primarily serve customers within the United Kingdom. For international shipping inquiries, please contact us directly at contact@brokenplanet.uk.com.

  1. Which Payment Methods Do You Accept?

We accept secure payments via:

  • PayPal
  • Stripe (Credit/Debit Cards) – including Visa, MasterCard, and American Express

All transactions are encrypted for your protection.

  1. Is My Payment Information Secure?

Absolutely. Our website uses SSL encryption to protect your personal and payment details. Neither Broken Planet nor VELOCITY PRIME LTD stores full card information our payment partners handle this securely.

  1. Do You Charge VAT or Taxes?

Applicable VAT is included in your order total at checkout, in accordance with UK tax laws.

  1. Can I Change or Cancel My Order?

If you need to amend your order (e.g., size or address), contact us as soon as possible.

  • Cancellations: You may cancel within 24 hours, provided your order hasn’t already shipped.
    After dispatch, changes are not guaranteed.
  1. What Is Your Return & Exchange Policy?

We accept returns and exchanges within 30 days of delivery. Items must be unused, unwashed, and in original condition. For detailed steps, please see our Returns & Refund Policy.

  1. How Long Do Refunds Take?

Once we inspect your returned item, refunds are processed within 2–5 working days. It may take longer for your bank or card provider to reflect the refund on your statement.

  1. What If My Order Arrives Damaged or Goes Missing?

If your order is damaged, please email clear photos to contact@brokenplanet.uk.com within 48 hours of receipt.
If your parcel is lost, we’ll coordinate with the courier to confirm and offer a replacement or refund, subject to availability.

  1. How Can I Contact Customer Support?

For any questions, feedback, or assistance, please get in touch via:
📧 Email: contact@brokenplanet.uk.com
We aim to respond within 1–2 business days.

Company Name: VELOCITY PRIME LTD
Company Number: 15515533

Address:
114a 31 Lever St
London EC1V 3TR
United Kingdom

Email: contact@brokenplanet.uk.com
Phone: +447893930697

Business Hours:
Monday – Friday
8:00 AM – 6:00 PM (Greenwich Mean Time, GMT / British Summer Time, BST)

Typical Response Time:
We aim to respond to all customer service inquiries within 12 hours on business days.