Returns + Exchanges
Online Order Return Policy
Theory accepts returns received within 28 days from date of receipt for full-priced items and within 14 days from date of receipt for sales items*. Returned items must be unused, unworn and have their original tags attached.
Please allow 7 business days for return shipping transit time.
Items that are returned in a used, damaged or soiled condition may be returned to the customer. This may also apply to returns that are made after 28 day return window without authorisation from our customer service team.
* Sales items are any item ordered from the Sale, Outlet, Theory Archive or our Black Friday event.
Online Orders Refunds
Please note that refunds can take up to 10 working days to show within your bank account due to differing processing times between payment providers.
Returning Online Orders By Post
In order to process your return, we invite you to access our Return Portal via the following this link.
You’ll need to provide your order number (starting with '02'), 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 know that any feedback regarding the reasons chosen for returned items will be taken into consideration as we aim to keep improving our services and products.
We would recommend to always ask and store a proof of posting at DHL service point your parcel was dropped off at. This proof of posting may be necessary for us in case of the return parcel is impacted by a transit issue.
Online Order Exchanges Policy
Please note that we only offer size exchanges.
Theory accepts exchange merchandise that are unused, unworn and have their original tags attached.
Full price items: You have 14 days from the date of receipt of your order to create your exchange request and 14 days ship back your item(s).
Discounted items (30% and above): You have 7 days from the date of receipt of your order to create your exchange request and 7 days ship back your item(s).
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.
Exchange Instructions
Please note that we only offer size exchanges.
In order to process your exchange, we invite you to access our Return Portal via the following this link.
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 return 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.
Faulty Or Damaged Items In Online Orders
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 endeavor 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.
Returning Online Orders To Retail Stores
We do not currently accept returns for online purchases in our retail stores. These must be sent back via post.
Returning Items Purchased From Other Retailers
Items purchased at retail stores, department stores, or any other store selling Theory merchandise, may not be returned to eu.theory.com.
Returning Store-Purchased Orders
Please retain your receipt. Theory is 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 of the date of purchase.
Sale items are final purchase, and cannot be refunded or exchanged.
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.
We 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.Online Order Returns Frequency Monitoring
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.
Online Order Cancellations
In the event you accidentally place an order, or wish to cancel it before it is dispatched, please contact us as soon as possible via email at customer.care@uk.theory.com, or use our live chat. Although we will try our best to cancel your order, in some instances this may not be possible, and the order must be returned to us before we can authorise a refund.