Returns + Exchanges

Please note our orders are paperless, return labels will have to be printed.

In order to process your return, we invite you to access our Return Portal.

You'll need to provide your order number, along with the email address used to place your order. You’ll then be asked to select the item(s) you do not wish to keep and provide a reason for your return.

Once the above steps have been completed, a pre-paid return label, as well as a return form, will be available for you to download and print. In order to ensure we can process your return as quickly as possible, we kindly ask you to include the return form inside your parcel.

Please attach the return label to your parcel where it can clearly be seen, covering the original shipping label.

Important: We would recommend to always ask for and store your proof of posting at the DPD service point your parcel was dropped off. This proof of posting may be necessary for us in case the returned parcel is impacted by a transit issue.

Please note our orders are paperless, return labels will have to be printed.

In order to process your return, we invite you to access our Return Portal. You'll need to provide your exchanged order number*, along with the email address used to place your initial order. You’ll then be asked to select the item(s) you do not wish to keep and provide a reason for your return.

Once the above steps have been completed, a pre-paid return label, as well as a return form, will be available for you to download and print. In order to ensure we can process your return as quickly as possible, we kindly ask you to include the return form inside your parcel.

Please attach the return label to your parcel where it can clearly be seen, covering the original shipping label.

* The exchanged order number (6 digits) can be found on the "Your exchange has been processed" email.

Important: We would recommend to always ask for and store your proof of posting at the DPD service point your parcel was dropped off. This proof of posting may be necessary for us in case the returned parcel is impacted by a transit issue.

Once we receive your return, please allow up to 10 business days for your return to be processed at our warehouse and then up to an extra 5 business days for your bank to post the refund to your account via the original form of payment. You will receive a return confirmation email as soon as your refund has been processed.

Please note, you will be refunded the amount you paid for the product(s) returned excluding any delivery charges (if applicable).

Please note that we only offer size exchanges.

Theory accepts exchange merchandise (full-priced and marked-down items) that are unused, unworn and have their original tags attached. You have 14 days from the date of receipt of your order to ship back the item(s) you want to exchange.

If you're looking to exchange an item for an alternative style or colour, you will need to process a return and place a new order.

Please allow 7 business days for return shipping transit time.

Important: Exchanges are subject to stock availability, therefore you may not be able to exchange all items present in your order. Theory Online orders cannot be returned or exchanged in Theory Retail stores.

Please note that we only offer size exchanges.

In order to process your exchange, we invite you to access our Return Portal.

To log onto our Return Portal, you’ll need to provide your order number and the email address used to place your order. You’ll then be able to select the item(s) you'd like to exchange and choose a new size.

Once the above steps have been completed, a pre-paid return label as well as a return form, will be available for you to download and print.

Exchanges are processed with the same delivery address and shipping method as the original order. Once submitted, an exchange request cannot be modified or cancelled.

Please send back your item(s) as soon as possible to guarantee your size exchange can be fulfilled and include your return form inside your parcel. If any items are no longer in stock due to inventory changes, we will refund your original form of payment.

Once our carrier has collected your parcel, your exchange will be processed. All returned/exchanged items are subject to adherence to our Return Policy.

Make sure there isn't any extra space in front or after the first letter/number of your order number and email address. We would also recommend to try again using a different browser and device.

If the issue still persists, you can contact us via email at customer.care@uk.theory.com, via live chat or by phone at +44 179 354 0656, we will be happy to help you. (Live chat and phone lines are open Mon - Fri: 09.30am - 5.30pm GMT).

In the very rare occasion that you receive a style that is imperfect, we ask that you report this to our customer care team within 14 days of receiving it. We will endeavour to source a replacement.

Please provide the following information when contacting us:

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.

Please note a purchase receipt will need to be presented to the store team for any return or exchange requests.

Theory stores are always happy to exchange or refund items onto the original method of payment as long as the items are returned in a resellable condition (with original packaging, tags and/or labels), and within 28 days or purchase of 14 days of purchase for marked-down items*.

* Marked-down items are any items ordered from our Sale, Outlet, Theory Archive or any other promotions.

You can return items to any free-standing store within the country of purchase. Items cannot be returned to a department store. Any items purchased from a department store must be returned to the department store directly.

If the original form of payment, e.g. credit card, is not available, a store credit will be issued. This includes purchases made in-store using both GooglePay and ApplePay.

Please be advised that the following items cannot be returned:

1. Underwear/swimwear/masks due to hygiene reasons
2. Personalised or altered items

An exception can be made for items deemed faulty that cannot be fixed or replaced by the store.

If you do not have your original receipt, we will allow customers to make a like-for-like exchange for the same item, or for the current value of the item; for example, you can change the size or the colour of the item.

Theory stores can only accept and process returns or exchanges for items purchased in-store in the same country of purchase.

This does not affect your statutory rights.

Important: Theory items purchased through third-party retailers (stores or websites) may not be returned, exchanged nor be claimed for damages to uk.theory.com. We recommend you to contact the third-party retailer's customer services for support.

If you wanted to purchase an item unavailable in store and a Store Assistant has placed an order on your behalf to be delivered to your home address, the following rules will apply:

Full price items can be returned or exchanged within 28 days of purchase and Sales items can be returned or exchanged within 14 days of purchase.

You can either return or exchange your items in a Theory store or use the online Return Portal*.

Refunds will be processed via the same payment method used when paying for your order. The refund timeframe will depend on your chosen return method:

Return request through Theory Store: Refunds will be carried out by the Store Team on the day and an extra 5 business days for your bank to post the refund to your account. The Store Team will provide you a refund receipt.

Return request through the online Return Portal: Once our warehouse receive your return, please allow up to 10 business days for your return to be processed at our warehouse and then up to an extra 5 business days for your bank to post the refund to your account. You will receive a return confirmation email as soon as your refund has been processed.

* When using the online Return Portal, the same return/exchange policy as for online orders will apply.

Please present your purchase receipt and the item(s) you'd like to return or exchange to the Store Team who will assist with your request.

Return/Exchange through the online Return Portal:

Please note that we only offer size exchanges.

In order to process your return/exchange, we invite you to access our Return Portal.

To log onto our Return Portal, you’ll need to provide your order number and the email address used to place your order. You’ll then be able to select the item(s) you'd like to either return or exchange for a new size.Once the above steps have been completed, a pre-paid return label as well as a return form, will be available for you to download and print.

Once submitted, return and exchange requests cannot be modified or cancelled.

Important: Exchanges are processed with the same delivery address and shipping method as the original order. Please send back your item(s) as soon as possible to guarantee your size exchange can be fulfilled and include your return form inside your parcel.

If any items are no longer in stock due to inventory changes, we will refund your original form of payment. Once our carrier has collected your parcel, your exchange will be processed. All returned/exchanged items are subject to adherence to our Return Policy.

To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers. We also reserve the right to terminate accounts and limit purchases in our sole business discretion.