What measures has Theory taken to combat COVID-19 transmission?
We closely monitor updates and follow guidelines whilst operating our retail stores during the pandemic. The protection of our employees and customers is our top priority, therefore our teams and facilities are equipped with the proper training, tools, and sanitisation materials necessary. Some of our new protocols include:

- Enhanced cleaning throughout the store with a focus on high touch surfaces;
- Daily employee health screening;
- Practicing recommended physical distancing guidelines of 6 feet when engaging with other employees and with customers;
- Limiting both store and fitting room capacity;
- Holding returns or product that has been tried-on in the fitting room for a period of 48 hours prior to being made available to sell.

How do new COVID-19 protocols affect the in-store shopping experience?
At the sales tills, we encourage customers to utilise contactless payment methods, including Apple Pay, Google Pay, and Tap to Pay, and discontinue use of personal reusable bags.

Please respect the recommended 6 feet of distancing when engaging with associates or other customers.

Should you not want to shop in store, take advantage of our contactless shopping options including Virtual Styling and Theory Edit. Contact us via email at customer.care@Please respect the recommended 6 feet social distancing, where possible, when engaging with associates or other customers.uk.theory.com for more information. Plus, uk.theory.com is available for you 7-days a week, 24-hours a day.

How has COVID-19 affected the return policy?
We are operating using our standard return policy. For more information on returns, visit our Returns & Exchanges page.

What payment methods and currencies do you accept?
Please visit our Shipping & Payments page for information on accepted payment methods and currency.

Do I need to create an account to place an order?
You are able to checkout as a guest when placing an order, however by creating an account, you are able to save your shipping and billing information for future orders, keep track of your orders, and manage your preferences.

I’m having trouble placing an order, what should I do?
If you would like assistance with placing an order, please contact us via email at customer.care@uk.theory.com, or by phone at +44 204 524 2390. We will be happy to help you. (Lines are open Mon - Fri: 9:30am - 5:30pm GMT)

How do I know if you have received my order?
When you place an order you will receive an e-mail from us acknowledging your order, which will contain your order number. This information will also be available on your Theory account if you have registered with us.

Please note that this email is only to acknowledge that your order has been received and is not confirmation that your order has been processed.

Is it possible to amend or cancel my order after it has been placed?
Unfortunately, we are not able to modify your order details after submission, so please check your details before completing the checkout.

For information on cancelling your order, visit our Returns & Exchanges page.

How can I purchase a style that is no longer visible on the site or that I’ve seen in-store?
If a style is no longer available on the site, it could be out of stock. We have regular replenishment of styles online and may be able to provide you some information. Contact us via email at customer.care@uk.theory.com, or by phone at +44 204 524 2390. Some styles may only be available in-store or online, however we will be happy to provide guidance on this.

Is my personal information kept private?
To help ensure that your shopping experience is safe, simple and secure Theory uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you share with us when making a purchase.

If SSL is enabled then you will notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode. Should you wish to review our privacy policy, please click here.

When will I be charged for my order?
You'll be charged for your order when it is dispatched. Any transaction that appears on your bank statement prior to this is only a payment authorisation. If your order is not able to be fulfilled, this authorisation will lapse and the funds will be returned to your account. Please visit our Shipping & Payments page for more information.

What is a CVV number?
The CVV number is the 3 digit number printed on the signature strip on the back of your card. If you have an American Express card this is the 4 digit number that can be found on the front of your card.

Does the billing address need to be the same as the delivery address?
The billing and shipping address can be different. Should you be unsure of your billing address, we would advise you to check this with your card issuer before attempting to place your order.

Which courier do you use?
For information on shipping methods, costs and procedure, visit our Shipping & Payments page.

How can I track my order?
Once we have processed and shipped your order you will be contacted by our courier DPD providing you with tracking information. If you are unable to track your order, contact us via email at customer.care@uk.theory.com, or by phone at +44 2079851155.

Where do you deliver, how long does it take and how much does it cost?
For information on shipping methods, costs and procedure, visit our Shipping & Payments page.

Do I need to sign for my delivery?
Our delivery partner is DPD who offer different options for delivery including signature and delivery to a safe place

What should I do if I receive a faulty or incorrect item?
In the very rare occasion that you receive a style that is imperfect or incorrect, we ask that you report this to our customer care team within 14 days of receiving it. We will endeavor to source a replacement.

Please provide the following information when contacting us about a faulty item:
- Your order number and relevant style code;
- A description and image of the fault;
- Any other information e.g if it's been washed/dried since receipt.

As with all our returns, we require that the original tags/labels are attached to the item when it’s returned to us.

What is your returns policy and how do I return?
For information on our returns policy and procedure, visit our Returns & Exchanges page.

When returning an order, do I need to acquire proof of postage?
Theory is not able to track if a return label has been activated by a customer. Therefore, in the event that a returned parcel cannot be located within our premises, and proof of postage cannot be provided to us, we will not be able to process a refund for the returned items. We ask that customers take a photo of/write down the tracking number, or ask for a proof of postage as this will help us track down the parcel.

For information on our returns policy and procedure, visit our Returns & Exchanges page.

Will I be refunded the full value of my order?
You will be refunded the amount you paid for the product(s) returned excluding any delivery charges (if appropriate). In other words, we will refund you the cost of the product(s) but not the delivery charges.

Can I return my online order to a store?
New and unused merchandise may be exchanged or returned for a refund in the original form of payment at a Theory retail store (excluding concessions in department stores) accompanied by an online invoice within 28 days of receipt.

Shoes and handbags purchased at uk.theory.com can only be returned via mail and cannot be returned to retail stores.

For information on returning an order to our stores, visit our Returns & Exchanges page.

Will you exchange an item?
For information on exchanging items from your order, visit our Returns & Exchanges page.

Where do I find information on sizing?
For information on product sizing and fit, visit out Size Guide page.

How do I contact you?
If you would like assistance of any kind, please contact us via email at customer.care@uk.theory.com, or by phone at +44 204 524 2390. We will be happy to help you. (Lines are open Mon - Fri: 9:30am - 5:30pm GMT)

Do you offer alterations?
Theory offers complimentary standard alterations on the following full-price merchandise (except leather, suede and beaded fabrics) purchased in a retail store and on uk.theory.com.

- Women's trouser-hems, including cuffed bottoms
- Women's jacket-sleeves, at cuff only (not from shoulder)
- Skirts-straight hems

This offer is not available on any sale items. Alterations can only be processed and completed in retail stores.

I have forgotten my password, what should I do?
Simply hover over the ‘Sign In’ link at the top right of the screen and select ‘Forgot Password’. You will be prompted to enter your email address used to register your Theory account. Shortly after, an email will be sent with a link to reset your password.

For security reasons we are unable to send your old password via email.

How can I delete my online account?
If you would like to close your account with us, please contact us via email at customer.care@uk.theory.com with your registered full name and email address, and we will confirm when this has been actioned.

How can I unsubscribe from newsletters?
To unsubscribe, please use the link at the bottom of any promotional e-mail from Theory or contact us at customer.care@uk.theory.com.
 
What is GDPR?
GDPR stands for General Data Protection Regulation. The scope of GDPR is extensive and introduces a number of new provisions which have material impacts on the way personal data might be collected and processed.

Why does GDPR apply to Theory?
Link Theory (UK) Limited processes and holds personal data of EU residents in order to interact with them and to offer them products.

Who do I contact with any questions in relation to my personal data?
You can exercise your rights or contact our Data Privacy team with any personal data-related questions or requests by emailing dpo_eu@fastretailing.com or through customer service.

Alternatively, you can write to us at:
Link Theory (UK) Limited - Data Protection,
1 Marylebone High Street,
London,
W1U 4LZ,
UK