Shipping & Returns
Customer Care
Shipping & Returns
Every Blank Theory order is made specifically for you. Here is everything you need to know about how we ship, how we handle issues, and what our full policy covers. When in doubt, contact us first — we respond within 24 hours, Monday to Friday.
Shipping
- Free international shipping on all orders — no minimum
- Small-volume orders dispatched within 3–7 business days of payment
- UK delivery: 5–8 business days
- EU delivery: 7–10 business days
- US & Canada: 8–12 business days
- Rest of world: 10–14 business days
All orders are dispatched from the United Kingdom. You will receive a dispatch confirmation email with tracking information once your order leaves our production facility.
Returns & refunds
- Return or refund requests accepted within 30 days of delivery
- For wrong items, damaged or defective goods, and lost packages — submit within 7 days of delivery for fastest resolution
- Items must be unused, unworn, and in original condition to be accepted
- All returns require prior approval — contact us before sending anything back
- Refunds are issued to your original payment method in the original purchase currency
If something is wrong with your order, contact support@blanktheory.london with your order number and photos. We process all requests within 7 business days.
Important to know
- Mineral wash garments may show minor tonal variation between batches — a characteristic of the dyeing process, not a defect
- Colours may appear slightly different on screen — check our size guide before ordering
- International orders may be subject to local customs duties, which are the responsibility of the customer
- Bundle orders ship as a single consignment
- Orders can only be cancelled while in "In Review" status — contact us immediately if needed
Contact us
Our team responds within 24 hours, Monday to Friday. Please include your order number, a description of the issue, and photos or video where applicable.
Send a messageFull policy details
Return Process
Once your return request has been reviewed and approved, our support team will provide the correct return address and instructions. Please note the following:
- Returns sent without prior written approval will not be accepted
- We aim to review and process all requests within 7 business days
- Return shipping costs are the responsibility of the customer unless the item is defective or incorrectly fulfilled
- We do not offer Freight-To-Collect (FTC) return services
Conditions for Returned Items
Unless an item is defective or incorrectly produced, all returned items must meet the following conditions:
- Unused and unworn
- Unwashed
- In their original condition
We do not accept items that are worn, stained, damaged through misuse, or altered in any way after delivery.
Non-Returnable Items
The following are not eligible for return or refund unless there is a verified manufacturing defect or fulfilment error:
- Tights, underwear, pyjamas, swimsuits, socks, and face masks — excluded for hygiene reasons
- Sample items
- Deliberately damaged items
- Items returned beyond the 30-day window from delivery
- Items accurately produced according to designs, files, or specifications provided by the customer, but later deemed unwanted by the purchaser
- Orders delayed due to incorrect information provided by the customer — including incorrect shipping address, phone number, or customer-requested modifications
Order Cancellation
Orders may only be cancelled and fully refunded while they remain in "In Review" status. If you need to cancel, contact support@blanktheory.london as soon as possible. Once production has started, cancellations may no longer be eligible for a full refund.
Delayed Shipment Compensation
If your order is not dispatched within the stated production window, you may be eligible for compensation of up to 10% of the original product value.
Small-volume orders
Production target: 3–7 business days
Dispatch deadline: 8th business day after payment confirmation
If no tracking information is provided by end of the 7th business day, compensation may apply.
Bulk orders
Production target: 7–15 business days
Dispatch deadline: 16th business day after payment confirmation
If no tracking information is provided by end of the 16th business day, compensation may apply.
Delay compensation does not apply when delays are caused by customer-side factors, including design modifications, additional customisation requests, incorrect shipping information, or pending customer confirmation. We reserve the right to determine whether such circumstances apply.
Lost Packages
For packages confirmed as lost in transit, claims must be submitted within 7 days of the estimated delivery date. Our support team will open an investigation with the logistics provider and work toward a resolution as quickly as possible.