Frequently Asked Questions

What payment methods do you accept?
We accept the following forms of payment: (MasterCard®, Visa®, American Express®, Maestro® (previously Switch), Visa Electron® and Visa Delta®) we do not accept cash or cheques for online purchases.

What currency can I pay with?
We only accept payments in British pound sterling (£ GBP). The price, which is inclusive of tax, for the item will be shown on each product page.

Do I need to create an account to place an order?
You can place an order using Guest checkout

I’m having trouble placing an order online.
If you are having trouble placing an order online you can call us between 9am and 6pm UK time on (+44) 207 985 1155 or you can email us at customer.care@uk.theory.com

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.

Can I amend my order once it has been placed?
Orders cannot be modified once they have been placed, so please review your order carefully before placing it.

Is it possible to cancel my order?
Please refer to the Theory cancellation policy in our Returns Policy here

How do I locate a style not listed?
To locate a Theory style that is not listed on uk.theory.com, please contact Customer Services at (+44) 207 985 1155 or email us at customer.care@uk.theory.com

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.

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?
Please see the delivery options on the 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 have any queries please contact Customer Services at customer.care@uk.theory.com or contact us between 9am and 6pm at (+44) 207 985 1155.

Do you deliver to my country?
uk.theory.com currently only delivers to mainland UK and Northern Ireland addresses. Unfortunately we do not currently ship to the Channel Islands.

How long does delivery take?
Please see the delivery options on the Shipping & Payments page

How much will delivery cost?
Please see the delivery options on the 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 item?
As soon as you discover a fault with your item, please Contact Us.
So we can assist you efficiently, please provide us with the following:

Order number.
A description of the fault.
An image of the fault.
Any other information e.g has and how it's been washed/dried.

What should I do if I receive an incorrect item?
If you receive an incorrect item, please Contact Us.

What is your returns policy?
Should you wish to review the uk.theory.com returns policy, please see our Returns Policy for further details

If you believe you have received a faulty or incorrect item, please Contact Us.

If you choose to return your order, returns are FREE for UK customers. Store-bought items cannot be returned by post and Theory is not responsible for items returned to our warehouse in error.

How do I return my order?
Prepaid Option:
Complete the returns note and enclose it with your product(s).
Attach the prepaid returns label to the outside of your parcel.
Ensure the product(s) is in a securely wrapped parcel.
Take the parcel (with the enclosed returns note) to a Post Office. To find your nearest Post Office go to https://www.royalmail.com/delivery-and-collection-office-finder/

If you choose not to send the return using the prepaid label Theory will not be responsible for additional delivery costs incurred. For returns not sent using the prepaid label please send to:

Theory Returns,
114-116 Marylebone Lane,
London,
W1U 2HH,
UK

It is your responsibility to keep all return receipts to enable a precise proof of the sending date.

When will I get a refund?
Please note we will refund you in 10 calendar days from the date on which we receive the returned product(s)

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. Please see our Returns Policy for further details.

I’ve returned my order but haven’t received my refund yet
Please note we will refund you in 10 calendar days from the date on which we receive the returned product(s). If you have any outstanding queries you can email us at customer.care@uk.theory.com or call us on (+44) 207 985 1155

Will you exchange an item?
If you would like to exchange your item, please return the item you wish to exchange and place a new order on our site.

Where do I find information on sizing?
Please follow the link to the ‘Size Guide’.

How do I contact you?
You can email us at customer.care@uk.theory.com or call us on (+44) 207 985 1155

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
Not to worry, simply use the ‘Forgot Password’ link on the Account Sign In page. 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.

I would like to close my account?
We are sorry to see you go. Remember your Theory account is FREE and enables you to shop without having to enter your details each time.

If we still cannot tempt you to keep your account, please do contact us and we will be happy to close this for you. Please provide the following to customer.care@uk.theory.com:

Your Full name.
Your registered email address.

If you change your mind, you will have to set up your account again.

I would like to unsubscribe from the newsletter?
We are sorry to hear you no longer want to receive the latest news, updates and offers from us.

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.

We appreciate all of our customers feedback so please do contact us and let us know why you have chosen to unsubscribe. We always want to find ways we can improve our service!

Please see our Privacy Policy for further details.

How do I unsubscribe from email updates?
You may revoke your consent at any time by clicking unsubscribe at the bottom of any email from us. You can also contact us at customer.care@uk.theory.com to request that you are unsubscribed from email updates.

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
114 – 116 Marylebone Lane
London
W1U 2HH
UK