Contact Us
Phone
(877) 242-3317
Mon-Fri: 8am-7pm ET (excluding holidays)
Live Chat
Mon-Fri: 8am-6pm ET
Email
SMS
Frequently Asked Questions

Can I cancel my order?
If placed Monday-Friday during Theory’s business hours of 8am – 7pm ET, we can attempt to cancel domestic orders within 1 hour. Please call Theory Client Service at 877.242.3317 immediately. We do not guarantee the cancellation of any order. Please note—we are unable to cancel international orders.

Does Theory Outlet price adjust?
Theory Outlet does not offer price adjustments

Can I change my order?
Once an order is placed, we are unable to modify or change address. If within policy, we can attempt cancellation (see above). Please note—we do not guarantee the modification of any order. All purchases should be reviewed carefully before being submitted.

What is the return policy for Theoryoutlet.com?
TheoryOutlet.com will accept returns or exchange merchandise in its original and unused condition, provided that all tags are attached and accompanied by an original receipt within 30 days of purchase at Theoryoutlet.com. Gifts purchased on Theoryoutlet.com may only be returned for store credit or exchanged within 60 days of original purchase. Merchandise purchased at Theory Outlet stores and Theory.com at a discount of 70% off or more, or labeled as Final Sale, may not be returned or exchanged. Please allow 7 business days for shipping transit time.
 

What forms of payment do you accept?
We accept American Express, Master Card, Visa, Discover, Apple Pay, PayPal, Theory Gift, Klarna, UnionPay, Alipay and eGift Cards.

Where are Theory gift and EGift cards redeemable?
All Theory Gift and eGift Cards are redeemable on Theory.com, Theoryoutlet.com or in any Theory store within the United States. To redeem a Theory Gift or eGift Card on Theory.com or Theoryoutlet.com, enter the card number along with the four-digit PIN at checkout. In the case your Gift Card does not have a PIN, please contact Theory Client Service for assistance at 1.877.242.3317 or ClientService@theory.com.

Why are there multiple charges on my credit card?
Orders may be split into multiple shipments and we only bill for items when they are shipped. The total of these smaller shipments should add up to the original order amount.

Can I purchase a Theory gift or EGift card online?
Yes, please click here to purchase a Theory Gift or eGift Card on Theory.com only (not Theoryoutlet.com).

What Is your gift/EGift card policy?
Theory Gift and eGift Cards purchased on Theory.com or in stores do not expire and are not refundable. Theory Gift and eGift Cards are redeemable for merchandise only at Theory stores (or Theory Outlet stores) within the United States and online at Theory.com and Theoryoutlet.com. Gift and eGift Cards cannot be redeemed for cash. Gift and eGift Cards cannot be replaced if lost or stolen.

How can I check my gift/EGift card balance?
To check the balance of your Gift/eGift Card, Click Check Balance and enter the Gift Card number and four-digit PIN.

How do I check the status of my order?
You can check the status of your Theory.com order at any time in My Account by signing into your account or directly in Order Status. In this case, you will have to enter your order number, billing zip code and email address.

Please note that it may take up to 48 hours after the package leaves our warehouse for the tracking information to appear in the shipment tracking system.
For Theoryoutlet.com orders, please click here.
For international orders, please click here.

Can I place an order over the phone?
Orders may be placed over the phone by simply contacting us toll free at 1.877.242.3317. We are available Monday through Friday 8:00 am - 7:00 pm ET, excluding holidays.

What if I have a problem with my Theory product?
If you have a problem with your product, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

What If I still have not received my order?
If your purchase has not arrived by the delivery date, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse.

You can check the status of your Theory.com order at any time in My Account by signing into your account or directly in Order Status. In this case, you will have to enter your order number, billing zip code and email address.

Please note that during sale periods and promotions, delivery dates may be longer.
For Theoryoutlet.com orders, please click here.

Shipping to 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.

I have not received all the items in my order.
Check your e-mail to see whether we have sent you an e-mail informing you that one of the items in your order is not available. In this case, we will refund you the corresponding amount for this item and the delivery expenses via the same payment used for the purchase.

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

If you have not received any e-mail and your purchase did not have various deliveries, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

How do I locate a style not listed on Theory.com?
To locate a Theory style that is not listed on Theory.com, please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com.

The items received are incorrect or are defective.
If you have received an item which is defective or different to the one purchased, we will issue a refund for the defective/incorrect item(s) as soon as we receive them at our warehouse and inspect the condition of the garments. Restrictions may apply. Please contact Client Service toll free at 1.877.242.3317 or email us at ClientService@theory.com to coordinate the return.

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

Men's and Women's pants-hems, including cuffed bottoms
Men's and Women's jackets-sleeves, at cuff only (not from shoulder)
Skirts-straight hems

This offer is not available on any sale items. Alterations can only be processed and completed in retail stores.
*Complimentary standard alterations available in Theory US stores only.
*In order to continue to protect our community, our free alterations service has been temporarily suspended due to new in-store protocols.