Returns + Exchanges
Extended Holiday Gifts Returns Policy
Online: Any item purchased between 21st November and 21st December 2022 will be valid for a full refund until 31st January 2023, subject to adhering to conditions outlined in our existing returns policy. Any items purchased after 21st December will be subject to our standard 28-day returns period.
In-Store: For purchases between 20th November and 31st December 2022, we offer an extended returns period, running up to 14th January 2023. Our regular 14-day returns window will resume from 31st December onwards.
Online Order Return Policy
eu.theory.com accepts returns received within 28 days from date of receipt on items that are unused, unworn and have their original tags attached. Please allow 7 business days for shipping transit time.
Items that are returned in a used, damaged or soiled condition may be returned to the customer, along with returns that are made after 28 days without authorisation from our customer care team.
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, along the billing address postcode. 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.
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.
In order to ensure we can process your return as quickly as possible, please include all items in one shipment.
Theory is not able to track if a return label has been activated by a customer. Therefore, in the event that a returned parcel cannot be located within our premises, and proof of postage cannot be provided to us, we will not be able to process a refund for the returned items. We ask that customers take a photo of/write down the tracking number, or ask for a proof of postage as this will help us track down the parcel.
Online Order Exchanges
If you would like to exchange part of your order, please return the item you wish to exchange and place a new order on our website.
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 firstname.lastname@example.org, 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.