FAQs

We aim to dispatch all orders within 1–3 business days (Monday to Friday, excluding public holidays). Once shipped, estimated delivery times are:

North Island: 2–6 business days
South Island: 2–8 business days
Rural addresses: Please allow an additional 1–3 business days.

We offer flat rate shipping of NZD $10 nationwide. Rural deliveries incur an additional NZD $6 surcharge. Shipping costs are calculated at checkout before payment is completed.

At this stage, The Theory ships throughout New Zealand. However, we are currently working on international shipping options and hope to offer worldwide delivery in the near future.

If you need to cancel or make changes to your order, please contact us as soon as possible. While we'll always do our best to assist, we cannot guarantee cancellations or modifications once your order has been processed or dispatched.

We're sorry if this happens. Please contact our Customer Care team at hello@thetheory.co.nz within 48 hours of receiving your order, and we'll work quickly to resolve the issue and arrange a replacement if required.

Yes. If your item arrives faulty or damaged, we'll gladly work with you to provide an exchange, replacement, or refund in accordance with the New Zealand Consumer Guarantees Act.

Items may be returned within 14 days of delivery provided they are unworn, unwashed, in their original condition, and returned with any original tags or packaging. To begin a return, please contact us via our Contact Page or email hello@thetheory.co.nz for further instructions. Please note that return shipping costs are the responsibility of the customer unless the item is faulty.

To help your garments look and feel their best, we recommend following the care instructions provided on each product page and garment label. Most of our activewear is best cared for with a cold gentle machine wash, mild detergent, and line drying in the shade. Avoid tumble drying and fabric softeners to maintain the softness, shape, and performance of the fabric.

Our products are designed with quality and longevity in mind; however, we do not currently offer extended warranties. If you believe your item is faulty or has a manufacturing defect, please contact our Customer Care team, and we'll work with you to find the best solution in accordance with New Zealand consumer laws.