You can get in touch with us by visiting our Contact us page by clicking here. We will respond within the next working day – Monday to Friday, 9AM – 6PM GMT. Please be aware that all our emails are conducted in English.
Nothing in this returns policy affects your statutory rights. Your rights under this returns policy are in addition to your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
You can, within 28 TWENTY EIGHT calendar days of receiving a Product ordered from uk.theory.com ("Site") (“Product”), return any Product that you are not completely happy with.
Once you decide to return any Product(s) you must not use it and must take good care of it while it remains in your possession. The Product(s) must be returned to us undamaged, unsoiled, unwashed, unaltered or not worn (other than to try the Product(s) on) and in the same state that it was sold to you. Please note that where possible, any labels or tags must remain intact and the Product(s) should be returned in or with its original packaging.
Returning Products By Post
*Please note: this is only applicable to online purchases
1. Complete the returns note and enclose it with your Product(s).
2. Attach the prepaid returns label to the outside of your parcel.
3. Ensure the Product(s) is in a securely wrapped parcel.
4. 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:
114-116 Marylebone Lane,
Please remember to complete the returns note with your returned Product(s).
Regrettably we can only provide a refund for a lost return once we have been provided with a proof of postage certificate.
It is your responsibility to keep all return receipts, making a shipment by registered mail or by any other means necessary to enable a precise proof of the sending date.
When do I get my refund once I have returned an item?
Please note we will refund you within 10 TEN calendar days from the date on which we receive the returned Product(s) to the specified address (please see above). Any refunds made by us will be made to the method of payment provided when you placed your order and will be subject to Theory right to withhold amounts for Products which are found damaged on return. 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 Products but not the delivery charges.
If you would like to exchange your item, please return the item you wish to exchange and place a new order on our site.
Promotion And Discount Codes
If you decide to return an order that has been purchased with a discount code applied, the amount refunded will be subject to the minimum spend of the discount code. This means that if the items returned bring the remaining total below the minimum spend of the discount code then the discounted amount will be deducted from the refund. For example, a £50 discount (with a minimum threshold spend of £300 – excluding the delivery charge) will be removed if the returned Product(s) brings the total order value below £300.
Returning an order with a free postage discount (which has not been provided as a code) will not affect the refund value.
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 trousers-hems, including cuffed bottoms
Women's jacket-sleeves, at cuff only (not from shoulder)
This offer is not available on any sale items. Alterations can only be processed and completed in retail stores.
Items Purchased At Other Locations
Items purchased at retail stores, department stores or any other store selling Theory merchandise may not be returned to uk.theory.com.
Under the Consumer Contracts Regulations you have the right to cancel your order or any item purchased online from uk.theory.com, for a full refund. If you have not yet received your order, please contact firstname.lastname@example.org as soon as possible to arrange a cancellation before the order is dispatched.
All order cancellations must be made within 14 FOURTEEN days starting the day you receive your order. Any cancellation must be notified by either:
• Email sent to email@example.com using the withdrawal template below; or
• In writing using the withdrawal template below addressed FAO Customer Care, LINK THEORY (UK) LTD, 114-116 Marylebone Lane, London, W1U 2HH,UK
Cancellation Withdrawal Template
I/we (*) her by notify you of my/our (*) withdrawal from the contract for the sale of the item presented below:
Ordered on (*)/received on (*);
Name of consumer (s);
Address of consumer (s);
Signature of consumer(s) (only if the present form is sent as a paper format);
(*) Cross out as appropriate.
If your order has already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed within this policy.
If you choose to return the Product/s and choose not to follow our return procedures the cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery. In accordance with the Consumer Contracts Regulations we will refund standard delivery charges if the whole order is returned but if only part of the order is returned we are not obliged to refund any of the delivery charge. To meet the cancellation deadline, it is sufficient for you to send your communication and proof of postage concerning your exercise of the right to cancel before the cancellation period has expired.
Effects Of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make a deduction from the reimbursement for loss in value of any Product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
• 14 (FOURTEEN) days after the day we receive back from you any Product(s) supplied; or
• (if earlier) 14 (FOURTEEN) days after the day you provide evidence that you have returned the Product(s)
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.
You have to take reasonable care of the Product(s) while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. You are only liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s).
In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following
• Goods with a seal for health protection and hygiene reasons that has been broken (such as swimwear).:
• Pierced jewellery
If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do contact us using the details on our Contact Us page. Please do provide as much information as possible concerning the Product and the order including pictures where possible.
If you are a consumer and return a defective Product to us we will examine the returned Product and will notify you of your refund via email within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within 30 (THIRTY) calendar days of the day we confirmed to you via email that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
Link Theory (UK) Ltd
Registered in England & Wales Number 05739533
VAT Number - 877765062