We accept MasterCard®, Visa®, American Express®, Maestro® (previously Switch), Visa Electron®, Visa Delta®, Paypal, Alipay, UnionPay and Klarna. We do not accept cash, cheques nor bank transfers for online purchases. For further information about the Klarna payment option, visit our Klarna FAQ page.

The billing and shipping addresses 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.

Orders are only charged once they have been shipped. Any transaction that appears on your bank statement prior to this, is only a payment authorisation. If your order cannot be fulfilled, this authorisation will lapse and the funds will be returned to your account. Please visit our Shipping & Payments page for more information.

Orders may be split into multiple shipments and we only charge items once they are shipped. The total of these smaller shipments should add up to the original order amount.

If you're having trouble placing an order on our site, please contact us via email at customer.care@eu.theory.com, or by phone at +44 179 354 0656 (Live chat and phone lines are open Mon - Fri: 09:30am - 5:30pm GMT).

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.

Theory E-gift cards purchased and redeemed on eu.theory.com are valid for 1 year.

They cannot be redeemed for cash, returned, refunded or transferred.

Important: Please note that E-gift cards cannot be replaced if lost, stolen, damaged or misused.

Theory E-gift cards can be redeemed on eu.theory.com.

Redeem online: Select the "Gift Card" payment option at checkout and enter the E-gift card number and 4 digit PIN which can be found on the Theory Gift Card email you have received.

Helpful information:

E-gift cards are active and can be redeemed after purchase. They can be used for multiple split payments until fully used. You will need to apply your E-gift card on the payment page first and if there’s a remaining balance, you can pay it with another payment method (Credit or Debit cards only).

Any remaining balance on your E-gift cards can be used for future purchases on eu.theory.com.

To check the balance of your E-gift card, you can click here and enter the E-gift card number and a four digit PIN.

You can purchase an E-gift card here.

You will have the option to:

- Choose an amount between 50€ and 1000€
- Add the name and email address of the recipient
- Add a special message for the recipient of the E-gift card

Once you have completed all the necessary fields on the E-gift card page, you will be able to add it to your cart.

Important: Please note that E-gift cards cannot be purchased with a discount code.

Online orders can be returned when purchased with a E-gift card. For more information on our Returns and Exchanges policies for online orders, please click here.

Once the return of your Theory online order is processed by our warehouse, a new E-gift card will be issued and emailed to you with a new card number and 4 digit PIN.

You can 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 via your Theory account.

You can check the status of your eu.theory.com order at any time in 'Track My Order' by signing into your account or directly in 'Order Status' section. You will have to enter your order number and email address. Your order number and the email address linked to the order can be found on the order confirmation email you received.

Please note that it may take up to 48 hours after the package leaves our warehouse for the tracking information to be updated in the shipment system.

If your purchase has not arrived by the estimated delivery date, check your email inbox (and spam folder) as it is likely that you have received an email informing you that the order has left our warehouse.

You can check the status of your order at any time in 'Track My Order' by signing into your account or directly in 'Order Status' section. In this case, you will have to enter your order number and email address. Your order number can be found on the order confirmation email you have received.

Please note that during sale periods and promotions, delivery delays may be longer.

Check your emails to see whether we have sent you an email informing you that one of the items in your order is not available. In such cases, the item(s) will be cancelled and the authorised payment of the item(s) will be voided and reversed to your bank account within a few business days.

Remember that your purchase may have included various deliveries which will be received on different dates. Check your shipping confirmation email to see if it applies.

If you have not received any email and your order did not have multiple deliveries, please contact us via email at customer.care@eu.theory.com, via live chat or by phone at +44 179 354 0656 (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 or incorrect, 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 about a faulty item:
- Your order number and relevant style code or name of the item(s);
- 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.

If you have a problem with your product, please contact us via email at customer.care@eu.theory.com, via live chat or by phone at +44 179 354 0656 (Live chat and phone lines are open Mon - Fri: 09:30am - 5:30pm GMT).

If a style you're looking for is no longer in stock on our website, we are happy to check for any future availability. You can contact us via email at customer.care@eu.theory.com, via live chat or by phone at +44 179 354 0656 (Live chat and phone lines are open Mon - Fri: 09:30am - 5:30pm GMT).

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

- Trouser hems including cuffed bottoms
- Jacket sleeves at cuff only (not from shoulder)
- Skirts hems

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

For information on product sizing and fit check the 'Find My Fit' and 'Size Guide' options present on any product page.

For detailed products measurements, please contact us via email at customer.care@eu.theory.com, via live chat or by phone at +44 179 354 0656 (Live chat and phone lines are open Mon - Fri: 09:30am - 5:30pm GMT).

Once your has been shipped, you will receive a shipping confirmation email containing a tracking link. If you are unable to track your order via the email you have received, you can check tracking updates on the DPD service website with your tracking number.

For information about our delivery charges and estimated delivery times, visit our Shipping + Payment page.

You should also be aware that, during sale periods and promotions delivery times may be longer than normal. You will receive a shipping confirmation once your order has left our warehouse.

Next day delivery (1 business day) is available when the DPD Next Day shipping option is selected at checkout for orders placed by 12pm once the billing and credit information have been authorised and verified. Allow one additional business day for orders received after 12pm.

For further information about our order processing and delivery turnaround times, visit our Shipping + Payment page.

We are sorry, we only offer deliveries within the EU for any order placed on eu.theory.com.

You can do so via the DPD tracking of your order which will allow you to change the delivery date. You'll also be able to choose to have your parcel delivered to a safe place or a pick up location.

In the event a freight forwarding company address has signed for a package, the freight forwarding company assumes the responsibility for the contents. The freight forwarder is accountable for the package from the time of collection from the consignor, until the time of delivery. They are liable for any loss or damage occurring to any goods or consignment. This includes, but is not limited to: loss of merchandise, physical damage, theft, any mishaps that lead to delay in delivery or any financial loss arising due to mishap. Please contact the freight forwarding company directly for further assistance.

All prices displayed on the website have the relevant VAT (value added tax) incorporated. Although we do not provide specific documentation for claiming back tax, the order confirmation provides an itemised list of styles ordered.

Theory accepts returns received within 28 days from date of receipt for full-priced items, and 14 days from date of receipt for marked-down or sale items*.

Returned items must be unused, unworn and have their original tags attached.

Please allow 7 business days for shipping transit time.

Items that are returned in an used, damaged or soiled condition may be returned to the customer. This may also apply to returns that are made after either the 14 day or 28 day return window without authorisation from our customer service team.

* Marked-down items are any item ordered from the Sale, Outlet. Theory Archive or our Black Friday event.

Important: We do not accept liability for goods returned using any method other than one of our approved returns services.

You can initiate your online return and create a return label here by providing your order number and the email address linked to your order. For further information about our returns guidelines, visit our Returns & Exchange page.

You can either return your items with self-postage or send your items to a EU address to be able to use our free return label. All duties, taxes and shipping paid are non-refundable.

Important: We do not accept liability for goods returned using any method other than one of our approved returns services.

Make sure to enter your order number starting by 02, along with the email address linked to your order. If the issue still persists, you can contact us via email at customer.care@eu.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).

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 appropriate).

For further information about our returns guidelines, visit our Returns & Exchange page.

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.

For further information about our returns guidelines, visit our Returns & Exchange page

.

You can initiate your online exchange and create a return label here by providing your order number and the email address linked to your order.

For further information about our returns guidelines, visit our Returns & Exchange page.

Once an order is placed, we are unable to change its content. Please note that we do not guarantee the shipping address modification request of any order can be carried out. All purchases should be reviewed carefully before being submitted.

Yes, you can cancel an order shipped within the EU within an hour of the order being placed from either the order confirmation page after submission or by signing into your account.

Find the order in your order status, if the 'Cancel Order' button is disabled, the window to cancel has passed and your order is not eligible for cancellation. We're unable to cancel an order beyond this time period. Your payment method will not be charged if we are able to cancel your order.

If you would like assistance of any kind, you can contact us via email at customer.care@eu.theory.com, we will be happy to help you.

Simply hover over the ‘Sign In’ link on the top right of the website 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.

If you would like to close your account with us, please contact us via email at customer.care@eu.theory.com with your registered full name and email address, and we will confirm when this has been actioned.

Theory is aware of fraudulent websites. Genuine Theory websites start with the URL: https://eu.theory.com/. Please be vigilant of fake or fraudulent websites. We will take appropriate actions against the fraudulent websites.

I have found a fraudulent website, what should I do?

If you come across a fraudulent website, please refrain from contacting them, and send the details to us. Please contact us via email at customer.care@eu.theory.com, via live chat or by phone at +33 1864 7758, we will be happy to help you (Live chat and phone lines are open Mon - Fri: 10:30h - 18:30h CET) and we will investigate this further.

I have made a purchase from a fraudulent website, what should I do?

We are sorry to hear about what happened with your purchase. We recommend that you contact your bank and/or credit card company about the transaction should you wish to receive a refund.

Please note that Theory does not offer a franchise system or use any third party platform in Europe for selling our products. We therefore confirm that any attempts by third parties to make their websites appear as if they are operated by Theory are fraudulent. The only genuine Theory websites are ones starting with the URL: https://eu.theory.com/.

To unsubscribe, please use the link at the bottom of any promotional e-mail from Theory, contact us via email at customer.care@eu.theory.com, or write to us at Link Theory (UK) LTD, Data Protection, 4F 103-113 Regent Street, London, W1B 4HL, United Kingdom.

You can forward your application via email to HR-EU-General@theory.com.