Shipping
What are our delivery options and costs?
For a single order of $99 or more, you can enjoy free standard shipping service.
For a full list of our delivery options and restrictions, please view our Shipping page.
We reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal address or PO Box. If this affects your order, we will notify you as soon as possible.
Can you deliver to an address other than my billing address?
Yes, we can. Simply input your delivery address during checkout. This doesn’t have to match your billing address.
What happens if I’m out when the courier arrives?
If no one is at the delivery address to accept your order and you have provided a phone number for delivery updates, look out for a text from the courier. They will let you know what next steps to take. Otherwise, the courier will leave a card with further instructions.
Why haven’t I received a dispatch email for my order?
You’ll receive an email once your order has been dispatched – please make sure you’ve checked your junk mail just in case.
Why have I only received part of my order?
Sometimes our delivery centres may be unable to fulfill part of your order. In this case, we may split your order into multiple packages. We will not charge you for multiple shipments.
I think I’m missing an item – what should I do?
If you believe you are missing an item, please check the delivery note in your parcel. It will tell you the items you can expect to find inside and the items due to follow.
In the unlikely event your item does not arrive, don’t worry. Please contact Customer Services and they will investigate and find a solution.
I’ve received the wrong item in my order – what should I do?
We always strive to fulfil orders accurately, so we’re really sorry if you receive an incorrect item. Please contact Customer Services, who will arrange a replacement for you. In the meantime, please return the incorrect item.el.
My order has not arrived, what do I do?
We offer multiple delivery options, please see our delivery page for estimated delivery times. If your order has not arrived within the estimated delivery time, please check the delivery tracking page for latest updates. Should there be no new delivery updates for 48 hours, please contact us.
My parcel shows to be delivered but I have not received it, what do I do?
If your parcel’s tracking shows that delivery has been made but you have not received it, please check around your property and with your immediate neighbours. If you are unable to locate the parcel, please contact us.
Orders & Payments
Why haven’t I received an order confirmation email?
You will receive an order confirmation order when your order has been successfully placed. Please check your junk or spam folders, as occasionally our emails can be found there. It can take up to an hour for your order confirmation email to be received.
Why isn’t my payment method being accepted at checkout?
If you’re having difficulty placing an online order due to a failed payment, this is because it can’t be verified. It could be that you’re using an incorrect password for your bank account, or the pop up for 3D Secure is being blocked by your computer.
If you’re unsure of your password, we suggest you contact your bank.
The issue may also be related to a blocked pop up which is interfering with the payment process. In this case, we recommend using an alternative browser.
Can I cancel or amend an order?
Unfortunately, it is not possible to cancel or amend online orders once they’re placed. You may, of course, return any unsuitable items to us. For full details, view our Returns page.
If you’d like to update your delivery details e.g. by selecting a safe place for your parcel or a neighbour to receive it, you can do this using the tracking link in your dispatch email or click here.
Where can I enter a promotional code?
When you view the shopping cart page, you’ll see a summary of the total price and a checkout button. Below this section, you’ll see “Add Promotional Code.” Click this button to open an input box, enter your code, and then click the “Add” button to ensure the discount applies. You can also enter and apply it on the checkout page.
What payment methods do you accept?
We accept Visa, MasterCard debit cards with a Visa or Master Card logo.
I forgot to enter my promotional code during checkout, can I apply it later?
Unfortunately, we are unable to apply the discount after you’ve placed an online order. This is because your original receipt would no longer reflect the price paid, and will make it invalid.
Why has my order been cancelled?
On rare occasions, we may need to cancel your order of there has been a discrepancy. In this instance, you’ll receive an email to notify you as soon as possible, and you will be refunded fully for cancelled items.
Returns
What is your returns policy?
You can return items within 30 days from the parcel delivery date.
How do I return an item?
We do not accept liability for packages damaged during transit back to us. Please make sure you take care when wrapping items to prevent damage.
See our Returns page for more details.
How long will it take for my return to be processed?
Please allow up to 14 working days for your return to be processed once it has reached our distribution centre.
Once your return has been processed by Theoarn, it can take up to 5 working days for your bank to credit your account. Unfortunately this is outside our control. We are not liable and cannot take responsibility for further bank charges that you may incur during the refund process.
How do I know when my return has been received and processed?
You will receive an email confirmation.
What items can I return?
Items must be returned unused, in perfect condition and in the original packaging.
What do I do if my order is faulty or damaged?
We hope that your order arrived in perfect condition but in the unlikely event this doesn’t happen, please inform our Customer Services team within 30 days and they will be able to help. Please include your order number, a photo of the fault and a description of the fault in in your message to Customer Services.
What should I do if I entered the wrong address when returning a product?
If the package hasn’t been shipped yet, please review the “correct return address” provided by customer service and modify it. If it has already been shipped and the address is incorrect, please contact the courier to attempt to intercept the package. (If the interception is successful, the package will be re-delivered to the correct address. If the interception fails, you will be responsible for the return.)
How do I return an international order? Are there any special requirements?
Shipping and Duties: Return shipping is at the buyer’s expense (international express delivery costs are higher, so it’s recommended to choose a cost-effective carrier). Any duties and customs clearance fees incurred upon return are the buyer’s responsibility.
Package Requirements: A “Return Authorization Code + Order Screenshot” must be included in the package, and the product must comply with local customs’ “Import Return Regulations” (to avoid customs detention due to incomplete information).
If my return request is rejected, can I still appeal?
You can appeal. You must contact customer service within 3 business days of receiving the “Rejection Notice” and provide the following:
• The rejected return request number;
• Supplemental proof (such as product details and courier logistics records, if not previously submitted);
• A detailed explanation of the reason for the appeal (e.g., “Product quality issues were mistakenly identified as damaged, and proof of unopened packaging is provided”). Customer service will review the claim within 2 business days, and the final decision will be made.
Customer Support & Security
How can I contact customer service?
Our Customer Service team is available to assist with orders, returns, sizing, and product questions. Reach out via our email [email protected].
How do I receive email updates from Theoarn?
Subscribe at the bottom of our homepage to get news about arrivals, trends, and exclusive offers.
Is my personal information secure?
Yes. Your personal data is secure and confidential. We only share it with your consent or when legally required. Read more in our Privacy Policy.
