Refund policy
Return and Refund Policy
Last updated: 14 August 2026
We want you to be happy with your Tween Theory order. This policy explains how change-of-mind returns, cancellations, faulty items and refunds are handled. Nothing in this policy affects your statutory rights under UK consumer law.
30-day change-of-mind returns
You may tell us that you wish to return an item within 30 days of the date it was delivered. After notifying us, please return the item within 14 days using the return instructions we provide.
To qualify for a change-of-mind return, the item must be unworn other than briefly tried on, unwashed, unaltered and in a resalable condition. Original tags should remain attached, and the item should be returned with its original packaging where reasonably possible. You will also need your order number or other proof of purchase.
Sale items receive the same statutory cancellation and faulty-goods protections as full-price items. Our extended 30-day return period also applies unless a product page clearly states a lawful exception before purchase.
How to request a return
1. Email contact@tweentheory.co.uk with your order number, name and the item you wish to return.
2. Wait for our return instructions before posting the parcel.
3. Package the item securely and return it to the address below. We strongly recommend using a tracked service and keeping proof of postage until the refund is complete.
4. Do not send parcels using a service that requires payment on delivery.
Returns address
Tween Theory
The Works
Morgan Street
New Tredegar
NP24 6AE
United Kingdom
Return postage
For a change-of-mind return, you are responsible for arranging and paying the return postage. The parcel remains your responsibility until it reaches us, so a tracked service is recommended.
If the item is faulty, damaged on arrival or not the item ordered, Tween Theory will cover reasonable return costs or provide a return label. Please contact us before returning it so that we can agree the appropriate method.
Refunds
Once we receive and inspect the return, we will tell you whether the refund has been approved. Approved refunds are made to the original payment method. We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back, as applicable.
If you cancel the whole order within the statutory 14-day cooling-off period, we will also refund the cost of our standard outbound delivery. We do not have to refund the additional cost of an upgraded delivery service. Original delivery charges are not normally refunded for partial returns or returns made only under our extended policy after the statutory cancellation period, unless the item is faulty, damaged or incorrect.
Your bank or payment provider may take additional time to display the refund. If an approved refund has not appeared after a reasonable processing period, contact your bank first and then email us.
Faulty, damaged or incorrect items
Please contact us as soon as reasonably possible if an item is faulty, damaged or incorrect. Include your order number, a description of the issue and photographs where helpful. Depending on the circumstances and your legal rights, we will arrange a repair, replacement, price reduction or refund. Any request for prompt photographs does not reduce your statutory rights.
Exchanges
Because stock is limited, the quickest way to secure another size or design is normally to place a new order and return the original item. You may contact us to ask about an exchange, but availability cannot be guaranteed.
Cancelling before dispatch
If you wish to cancel an order before it is dispatched, email us immediately. We will try to stop the parcel, but this may not be possible once fulfilment has begun. If it has already been dispatched, follow the return process above.
Contact details
Tween Theory
The Works
Morgan Street
New Tredegar
NP24 6AE
United Kingdom