Damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Returns

To return one or more items from an order, all of the following conditions must be met:

  • The return must be requested within 30 calendar days of the delivery date.
  • The item must be in its original, unused, unaltered and unwashed condition.
  • The item must be returned with the tags and packaging in their original condition.

Please note: Intimate apparel, swimwear and jewelery are final sale and cannot be returned. This applies to lingerie, hosiery, underwear, swimsuits, earrings, etc.

Contact customercare@theophilio.com to assist you with the return process. Theophilio adheres to a strict no-paper policy, so as to reduce waste. This is why shipments do not include a return slip inside the box.

Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.

When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by Theophilio. Theophilio reserves the right to refuse any request for a return without this mandatory proof of return postage.

Frequent Returns

We offer a lenient return policy to provide customers with an easy and convenient shopping experience. If you are experiencing sizing issues or consistently finding merchandise to be unsatisfactory, please contact our customer care team.

Frequent returns made from the same account will automatically be flagged in our system. If we notice that our return policy is being abused, we may take action in the form of blocking an account and/or canceling future orders.

Theophilio reserves the right to reject returns that do not comply with our return policy. Returns that do not respect the policy will be sent back to the original shipping address without any refund being processed.