FAQs
Can I cancel my order?
If placed during Monday-Friday for Theory’s business hours of 9am – 6pm (GMT+8) we
can attempt to cancel domestic orders within 1 hour. please contact Client Services team by email us at
customerservicehk@theory.com
We do not guarantee the cancellation of any order.
Please note—we are unable to cancel international orders.
We do not guarantee the cancellation of any order.
Please note—we are unable to cancel international orders.
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.
How do I return an item purchased on hk.Theory.com?
Please contact Client Services team by email us at customerservicehk@theory.com for Hk.Theory.com orders.
hk.Theory.com merchandise cannot be returned to any Theory retail store locations.
What is the return policy for hk.Theory.com?
hk.Theory.com will accept return merchandise in its original and unused condition, provided
that all tags are attached and accompanied within 7 days of receipt. Merchandise purchased at hk.Theory.com at
a discount or labeled as Final Sale, may not be returned or exchanged. Please allow 7 business days for shipping transit time.
Does Theory.com price adjust?
We do not offer a price adjustment on items previously purchased from hk.theory.com.
What are Theory's shipping rates and delivery times?
Shipping Method | Shipping Charge | Order Processing | Estimated Delivery |
---|---|---|---|
SF Express Logistic | Free (HK & MA Only) | Orders placed today will be processed within 2-5 business days due to high volume. | Delivery occurs 2 to 3 business days after processing. |
*Delivery times go into effect the
business day after you place an order.
*Shipping methods are only applicable to domestic orders.
During sale periods and promotions the delivery time may be longer than normal.
When your order leaves our warehouses, after order confirmation once billing and credit information have been authorized and verified, we will send you an e-mail.
Please note that all orders are subject to verification.
What forms of payment do you accept?
We accept American Express, Master Card , Union Pay, Paypal and Visa.
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 international orders, please click here.
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 international orders, please click here.
What if I have a problem with my Theory product?
If you have a problem with your product, please contact Client Service team by email at customerservicehk@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 hk.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 international orders, please click here.
You can check the status of your hk.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 international orders, please click here.
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.
If you have not received any e-mail and your purchase did not have various deliveries, please contact Client Service by email at customerservicehk@theory.com.
If you have not received any e-mail and your purchase did not have various deliveries, please contact Client Service by email at customerservicehk@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 by email at customerservicehk@theory.com.