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returns & refunds

If for any reason you are not completely satisfied with your online purchase from irregularchoice.com, you can return any or all of your order to us for exchange, credit or refund.

Simply complete the return form supplied with your order and include this with your return, and send it back to us within 14 days of receipt. Returned items must be in original unworn condition and packaged to prevent in-transit damage to the items or their packaging.

We will issue a refund or online credit upon receipt, or exchange (stock permitting) the item for a different size/colour/style if preferred within 10 working days of receiving it at the returns address. Please note made to order items are exempt from this returns policy.  

Our store returns policy differs from the online return policy, and is shown at the till point in our stores. For store purchases/returns please contact the store directly.

Return Costs & Addresses

We currently only offer a free Royal Mail tracked returns service for Mainland UK customers on any full-priced item. Any order delivered outside of the mainland UK will need to be returned at your own cost on a tracked service. Please do not attempt to return your parcel with the Hermes code/tracker from your original order as this can cause delays of up to 6 weeks to process your return.

To create a tracked Royal mail return label, please visit www.royalmail.com/track-my-return/create/771

If you do not have access to a printer, you can still create a returns label and show the QR code (which will be emailed to you) to your local post office so they can print your label for you. The Royal Mail returns service can take up to 5 working days to arrive at our returns department, and you can track the progress of your return parcel using the link emailed to you when you created your return label.

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 separate parcels and generate additional return labels and return forms. Please contact us if you have any queries.

Sale items and items delivered outside of the UK must be returned to us at your own cost - If you decide to use the Royal mail returns service for non-qualifying items (eg a sale item or a late return), a fee of £3 per item will 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.

Our returns address is below:-

Irregular Choice Design Asylum
Unit 2 Harbour Trading Estate
Harbour Way
Shoreham By Sea
West Sussex
BN43 5HZ
United Kingdom

If you are returning goods to us from outside of the UK, please indicate on any customs form that the goods are 'returned items of UK origin' with a minimum/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 a £21 handling fee to receive an international shipment - this will be deducted from your refund. We do not recommend using FedEx to return parcels back to us.

Australia Returns

If you are based in Australia, and have to return an online order this can be sent back to our Yarra store with your completed returns form, Please use details below.

Irregular Choice Design Asylum
419 Chapel Street
South Yarra
Victoria 3141
Australia

Telephone 03 7038 0592
Email hellooz@irregularchoice.com

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 an exchange, refund, or credit using the enclosed return form supplied within your delivery.

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

If you wish to cancel your order please contact us via email, quoting your order number, stating your wish to cancel your order within 24 hours of placing your order.

Exchanges

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.

Otherwise we will process your replacement item at most within 5-10 working days of receiving your parcel (stock permitting).

If you have requested an exchange, sometimes this can take a little longer 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 payment/s. 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.

Credit Notes and Gift Vouchers

If you prefer a credit to spend on a future purchase, rather than a refund or exchange, we will issue this to you via email as a gift card. Credit will be valid for a year from issue and will be redeemable on our website only. We issue credit notes in GBP, but our gift cards can be spent in any currency offered on irregularchoice.com. If you paid by Gift Voucher/Gift Card and request a refund, we will re-issue this as a Gift Card to you via email.

Refunds

We will process a refund at most within 10 working days of receiving your return but usually process them within 48 working hours. If you have returned your parcel using a service can be tracked (like our free return service), please provide us with the tracking or barcode number when 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 this. 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 enquiries@irregularchoice.com quoting your order number and the amount you believe you should be refunded and we’ll deal with this as a priority.

Please note the following may affect your refund: enhanced 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 receive is faulty, incorrect, or damaged on arrival, and you are in the mainland UK, please use the Royal Mail free returns service to return them to us, along with your completed returns form. Please make sure that you have indicated the issue with your products on the returns form so we can process your return as quickly as possible. You will have 28 days from receipt of the faulty item to return it to us - if you need assistance at all (for example you are based outside of the UK and need assistance arranging your return) please get in touch!

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 your delivery date has been agreed, please get in touch with us via email ASAP.

This returns policy does not affect your statutory rights.