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.

* If you are looking to return exchanged items, please use the new order number stated on the shipping confirmation email of the said exchanged items.

Important: 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.

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.

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 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.

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 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 +33 1864 77583, we will be happy to help you. (Live chat and phone lines are open Mon - Fri: 10h30 - 18h30 CET).

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.

As with all our returns, we require that the original tags/labels are attached to the item when it’s returned to us.

Please retain your purchase receipt.

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 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.

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 eu.theory.com. We recommend you to contact the third-party retailer's customer services for support.

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.