Returns & Exchanges
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.
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 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 with your email address. 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.
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 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 Purchases to Theory 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 Theory Retail Store Purchases
We will happily accept return or exchange merchandise in its original and unused condition, providing the tags are attached and accompanied by an original receipt within 14 days of purchase at any Theory Retail store. Purchases may only be returned for store credit.
All merchandise accompanied by a gift receipt may be exchanged or returned for store credit within 28 days of original purchase date. Gift card sales are final and may not be returned. All sale items, swimwear, intimates, jewellery, third party items and special order items are final sale and may not be returned or exchanged.
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.
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.