Refund policy
Refund Policy
Last Updated: July 2026
At Dress Theory, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
Please read our Refund Policy carefully before requesting a return or refund.
1. 30-Day Money Back Guarantee
We offer a 30-Day Money Back Guarantee on all eligible purchases.
You may request a return within 30 days of receiving your order.
To qualify for a refund, the item must:
- Be unused and unworn.
- Be in its original condition.
- Include all original packaging where reasonably possible.
- Be free from damage caused after delivery.
2. How to Request a Return
To start a return, please contact our Customer Support team before sending any item back.
Email: contact@dresstheory.store
Please include:
- Order Number
- Full Name
- Email Address
- Reason for the return
- Photos (if the item is damaged or incorrect)
Our team will provide return instructions once your request has been reviewed.
Please do not return items without prior authorisation.
3. Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved:
- Your refund will be issued to your original payment method.
- Refunds are typically processed within 5–10 business days, depending on your bank or payment provider.
Please note that processing times may vary between financial institutions.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
If the issue is confirmed, we will offer an appropriate resolution, which may include:
- A replacement
- A full refund
- A partial refund, where appropriate
5. Order Cancellations
Orders may only be cancelled before they have been processed for dispatch.
Once an order has been shipped, it cannot be cancelled and must follow the standard return process outlined in this policy.
6. Non-Refundable Items
Refunds cannot be issued for items that:
- Have been worn, washed or altered.
- Are damaged due to misuse or improper care.
- Are returned after the 30-day return period.
- Are returned without prior approval from our Customer Support team.
Nothing in this section affects your statutory rights under UK consumer law.
7. Return Shipping Costs
If the return is due to:
- A change of mind
- Ordering the wrong size
- Ordering the wrong product
the customer is responsible for the return shipping costs.
If the return is due to:
- A defective item
- A damaged product
- An incorrect item sent by Dress Theory
we will cover the reasonable return shipping costs or provide a suitable alternative solution.
8. Exchanges
If you would like to exchange an item for a different size or colour, please contact our Customer Support team.
Exchanges are subject to product availability.
If the requested item is unavailable, a refund may be offered where appropriate.
9. Late or Missing Refunds
If you have not received your refund after receiving confirmation that it has been processed:
- Check your bank account.
- Contact your credit card provider or payment provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us.
10. Your Consumer Rights
This Refund Policy is provided in addition to your rights under applicable consumer protection laws in the United Kingdom, including the Consumer Rights Act 2015.
Nothing in this policy limits or excludes any statutory rights that you may have under UK law.
11. Contact Us
If you have any questions regarding returns or refunds, please contact us.
Dress Theory
86-90 Paul Street
London
EC2A 4NE
United Kingdom
Phone
+44 20 7946 0551
We aim to respond to all customer enquiries within 1–2 business days.