Shipping + Payment
What are the shipping times and costs?
We currently offer the following shipping methods for UK orders:
Shipping Method | Shipping Cost | Estimated Shipping Time |
---|---|---|
Collection in Theory Store | Free | Collection available within 2 days.*** |
DPD Standard Delivery | Free | Delivery occurs 2-4 business days after processing.* |
DPD Next Day Delivery | £7.95 | Delivery occurs the next business day after processing.** |
DPD Pickup Point | Fees will only apply if DPD Next Day Delivery is selected | Delivery occurs 2-4 business days after processing.* |
* We aim to meet the estimated delivery times listed above for all orders placed on the Theory website. Please note that estimated delivery times do not include the order processing time, that may take up to 2 business days, which covers payment clearance, sourcing stock and parcel preparation.
**Express orders placed after 12pm on Friday and during the weekend will be delivered on the following Tuesday.
***The Collection in Store option may not be available during our busy Sale period. Specific collection details will be confirmed via email after you have placed your order.
For further information about our Return policy, visit our Returns + Exchange page.
Important: Shipping addresses entered at checkout can only be amended up to an hour after your order submission at checkout. Please note that delivery times may take longer during sales.
Can I collect my online order in a Theory Store?
Please note that Theory UK stores are exclusively located in London.
This option can be found on our Product Pages and at Checkout after you have selected your item(s) and size(s). A list of Theory Stores with stock availability will become available for you to choose from.
Once your order has been placed, it may take up to 2 days* to become available for collection from the moment you receive the order confirmation email.
*If an item of your order becomes unavailable in the store chosen for collection, we may have to cancel it.
You will have 7 days to collect your online order from your chosen Theory store from the day your order has been confirmed as ready for collection via email.
If you are unable to collect your online order, a refund of your order will be processed within 10 business days. Please note, we are unable to extend your collection time period.
Important: Your selected store details can be found on your order confirmation and ready for collection emails.
What is your Collection in Store Policy?
Please note that Theory UK stores are exclusively located in London.
The details of the Theory Store you have chosen can be found on your order confirmation and ready for collection emails.
You will have 7 days to collect your item(s)/order once you have received the "Your order is ready for collection" email. If your item/order isn't collected after the 7 day period has ended, a refund will be processed within 10 business days.
Return or exchange requests for online orders collected in a Theory store can be done via our Return Portal, please consult our on the Returns + Exchanges page for further information. Online orders collected in a store can also be returned or exchanged in a Theory store.
Important: If an item of your order becomes unavailable in the store chosen for collection, we may have to cancel it.
Can my order be delivered to a DPD Pickup Point?
At checkout, you will be able to select the DPD Pickup option and select a nearby DPD Pickup Point from thousands nationwide.
You will be notified via an email from DPD when your package is available for collection. You will need to bring the DPD Pickup Pass, sent by DPD via email, with you when you collect your order.
You can collect your order within 7 days of it arriving at the DPD Pickup Point. If the order is not collected after 7 days it will be returned to our warehouse on the 8th day.
To find the closest DPD Pickup Point, please click here.
Can I refuse the delivery of my order?
If you refuse delivery of an order, the package will be returned to our warehouse. You will receive a refund for the merchandise, but shipping charges are non-refundable.
What payment methods do you accept ?
We accept the following forms of payment: MasterCard®, Visa®, American Express®, Maestro® (previously Switch), Visa Electron®, Visa Delta®, Paypal, Alipay, UnionPay and Klarna.
We do not accept cash or cheques for online purchases.
To find out how we use Klarna, visit our Klarna FAQ page. Please refer to the terms of service for Paypal and Klarna for more information on how they process your payments.
Important: All transactions made on uk.theory.com will be made in GBP (£). 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.
When will I be charged?
Debit Cards: The total amount of your order will be pre-authorised at the time your card is approved, which may have an effect on your account balance even though the actual payment (transfer of funds) will not occur until your order ships. In the event an item(s) is cancelled, the order total will be adjusted and the amount captured will only reflect the price of the items shipped.
Credit cards/ Klarna/ Paypal: The total amount of your order will be pre-authorised at the time your order is placed. The actual payment (transfer of funds) will not occur until your order ships. In the event an item(s) is cancelled, the order total will be adjusted and the amount captured will only reflect the price of the items shipped.
Alipay/UnionPay: The total amount of your order will be captured at the time your order is placed. In the event an item(s) is cancelled, the order total will be adjusted and a refund will be issued.
Is my payment secure?
Our website uses SSL (Secure Sockets Layer) technology to ensure that all personal and transactional data is kept private and secure. We will not use or store your payment information for any other purpose, other than for processing your intended purchase.
When checking-out, all our customers are required to complete an additional 3D-Secure step, in order to verify their identity and limit fraudulent transactions.
How do I know my order has been placed successfully?
You will receive an order confirmation email once your order has been successfully submitted into our system. Once your order has shipped, we will send you a shipping confirmation email that will include the tracking number for your parcel.
You may receive your order in more than parcel and we will send a shipping confirmation email for all items as they are shipped.
Important: Please check your spam folder in case you haven't received any of the emails mentioned above.
What happens if an item in my order is out of stock?
We always want to ensure our inventory is rightly reflected on our website - however in the rare occasion that an item cannot be sourced in time you will be notified and any changes made to your order will be reflected in your order total.
Your credit or debit card will only be charged for the items that are actually shipped to you.
Can I be notified when an out of stock item is available again?
If the item you're looking for is out of stock on our online store, we invite you to subscribe to our waiting list which is available on every product page.
Select the colour and size showing as unavailable at the time, and enter your email address to be notified as soon as the item becomes available again.
How do I redeem my promotional code?
To redeem a discount coupon or promotional code, simply enter the code into the ‘Promo Code’ field during the checkout process. Your order total will reflect any and all price changes.
If your promotional code cannot be successfully applied at checkout, please make sure to double check its eligibility on the Promo T&Cs link that can be found on our website footer.
If the issue still persists, you can contact us via email at customer.care@uk.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).
Do you offer alterations for online orders?
Theory offers complimentary standard alterations on the following full-price merchandise purchased online (except leather, suede and beaded fabrics) purchased in a retail store and on uk.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.
Can an order be shipped to a Freight Forwarder?
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.