returns, refunds, exchanges

If for any reason you are not completely satisfied with your online purchase from irregularchoice.com, you can return the item or items to us within 14 days of receipt, in their original condition in accordance with the policy and guidelines below. We will issue a refund or credit on receipt, or exchange the item for a different size/colour/style if preferred.  Please note made to order items are exempted from the below policy.  Our store returns policy differs from the below, and is shown at the till point in our stores.

 

Return Costs and Address

We currently offer a free Royal Mail tracked returns service for UK customers on any full priced item.  If you wish to create a free return label, please visit http://www.royalmail.com/track-my-return/create/771 

Please note you will need access to a printer to use our free return service! The maximum size parcel for this service is 61x46x46 cm and 20 kg weight - if your return parcel is larger than this you will need to split your return into two or more seperate parcels and generate two or more return labels and return forms. You can find your nearest Post Office branch for Royal Mail returns here

We also offer a free returns service for any full price item delivered in Australia!  To use this service, please email [email protected] and we will arrange for your return parcel to be collected.

Please contact us on [email protected] to request a return form, if you have not received one within your delivery - the return form will usually be found on the reverse of your invoice. Sale items and items delivered outside of the UK or Australia must be returned to us at your own cost - please refer to your local post office for advice on costs of returning items to us in the UK.  If you use the free UK returns service for a non-qualifying order, a fee of £3 per item may be charged for use of the service.

Please note: The returned goods are your responsibility until they reach us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods in event of loss or damage, use of our free returns service does not pass responsibility for loss or damage in transit to us.  The free returns service can take up to 5 working days to arrive at our Warehouse, unless sent via special delivery.

Please fully complete the returns form included in your parcel and return your order to:

Irregular Choice Design Asylum

Unit C-E Level 1 South

New England House

New England Street

Brighton

BN1 4GH

United Kingdom

If you are returning goods to us from outside of the EU, please indicate on any customs form that the goods are 'returned items of UK origin' with a ZERO customs value.  Failure to do so may result in your return parcel being held by UK customs and may be returned to you, or a fee may be charged for customs clearance or brokerage.  Any fees charged directly to us by your return parcel courier (clearance/handling/VAT/tax/customs/duty) may be deducted from your refund.  Please note FedEx services usually charge us a £21 handling fee to receive an international shipment - this will be deducted from your refund if applicable.  We do not recommend using FedEx to return parcels back to us.

 

Returns to stores

Items purchased from irregularchoice.com can be refunded or exchanged for credit or for another product at our Irregular Choice stores below. The return must be made within 14 days of receipt and have the original Irregular Choice invoice as proof of purchase along with a completed return form. Items that have been exchanged in store are then under the return policy of that store and cannot be returned for a refund - if you wish to exchange your item for something of a higher value you will be charged the difference in-store.

You may return to either of the below UK Stores: 

Irregular Choice, 35 Carnaby Street, London, W1F 7DP. Telephone 0207 494 4811 

Irregular Choice, 38 Bond Street, Brighton, BN1 1RD. Telephone 01273 777 120 

The return policy for items bought in-person at our stores above is displayed at point of purchase and is as follows.  Items can be returned to store with accompanying receipt for exchange or store credit within 14 days of purchase, complete with original packaging and in unworn condition.  Stores do not offer refunds on items purchased in-person at a store.

 

Returns Period and Cancelling Your Order

Under EU legislation, and the Consumer Contracts Regulations, you have the right to cancel your order for items purchased from IrregularChoice.com and delivered to you within the EU, for a refund.

You can return your order for exchange, refund, or credit using the enclosed return form supplied within your delivery.  You must inform us within 14 days of receipt of your goods if you wish to make a return or an exchange.  You can do this either by delivering the goods back to us as per our returns process, or emailing us at [email protected] to tell us of your intention to make a return or exchange. You can choose either of these options, however we must be informed within the 14 day timeframe, and the goods must then be returned to us within 14 days of your notification to us.  

The above policy applies to all returns, however the ability to excercise your rights in line with the Consumer Contracts Regulations exists solely for EU residents.

If you wish to cancel your order, in line with the Consumer Contracts Regulations, please contact us via email, quoting your order number, stating your wish to cancel your contract and your intention to return all goods to us in original saleable quality. Emails must be sent to [email protected] and must reach us within 14 days of receipt of the goods.  Goods must then be returned to us within 14 days of the date of your email.

Delivery charges are not refundable unless the goods are faulty or incorrect, and a refund is made for this reason.

 

Return process

Exchanges

We will process your replacement item at most within 7 days of receiving your parcel, however we usually process most in-stock exchanges within 48 hours.  If you have requested an exchange, sometimes this can take up to 10 working days to process if we need to source your requested item from one of our stores, so please do be patient! If we can't send your requested replacement item, we will refund the amount you paid back to the original method of payments.  We can only exchange an item for stock we currently have available in our stores or online, but we can't put aside stock in advance for en exchange.  If you need an exchange urgently, we recommend placing a new order for the item you need, and returning the unwanted item for a refund.

 

Credit Notes and Gift Vouchers

If you prefer a credit note rather than a refund or exchange, we will issue this to you via email.  Credit will be valid for a year from issue and will be redeemable on our website only.  We can issue credit notes in GBP only, if you paid for your order in another currency we will process the credit using our in-house exchange rate.  If you paid by Gift Voucher, we will re-issue your gift voucher to you via email if you requested a refund.

 

Refunds

We will process a refund at most within 5 days of receiving your parcel, but usually it will be processed within 48 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked (like our free return service), please give us the tracking or barcode number if you are enquiring about your return - you can also use this tracking number to check when your returned parcel has arrived with us. Once your refund has been processed, please allow up to 10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it. We will credit your refund by the same method you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), we'll contact you to arrange another form of payment.

If you think you have been refunded the wrong amount please contact [email protected] quoting your order number and the amount you believe you should be refunded and we’ll deal with it as a priority. Please note the following may affect your refund: delivery charges are only refundable if the goods are faulty and a refund is made. If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.  If the returned item has been returned in poor condition or is incomplete in any way (missing packaging/trims) we may refuse the refund or make a charge at our discretion for cleaning, replacement or repair.

 

Returning due to fault or incorrect item received

If any item you received is faulty or damaged, or is incorrect, please contact us straight away on [email protected] or telephone our customer service team on (+44) 1273 733 869 quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return and assist you through the process to resolve our error as quickly as possible.  You will have 30 days from receipt of the faulty item to return it to us according to our instruction.

 

Return policy for made to order items

These items are indicated on the product page as being made to order (eg: Storage chests), and as such once delivered to you they are non-returnable.  If you wish to cancel your order before a delivery date has been agreed, please get in touch with us via email ASAP.

This returns policy does not affect your statutory rights. 

Please read our FAQs, Terms and Conditions, and Delivery pages for further information, or contact us!