returns, refunds, exchanges

If for any reason you are not completely satisfied with your online purchase from, you can return this, simply complete your returns form and include this with your return of the item or items to us within 28 days of receipt, in their original condition in accordance with the policy and guidelines below.

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.  Please note made to order items are exempt from the below policy.  

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

Return Costs and Addresses

We currently only offer a free Royal Mail tracked returns service for Mainland UK customers only on any full-priced item. Any location outwith 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 

Please note you will need access to a printer to use our return service! If you do not have access to a printer you can still create a label and show the QR code at your local post office for them to print your label for your return.

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. You can find your nearest Post Office branch for Royal Mail returns here

The return form will usually be found on the reverse of your invoice.

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.

The free returns service can take up to 5 working days to arrive at our returns department , this can be tracked by using the tacking number provided with your returns label and visiting ,  your request will be processed within 10 working days and you will be contacted by the team.

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 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
Vic, 3141 
Telephone 03 7038 0592

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 and delivered to you within the EU, for a refund.

You can return your order for exchange " stock permitting" , 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. 


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 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 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. 


We will process a refund at most within 10 working days of receiving your return but usually. If you have returned your parcel using Recorded Delivery or another service that can be tracked (like our free return service), please provide us with 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 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 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: 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 or damaged,please use the free returns service " UK only " and pop your items back in the post along with your completed returns form. ensuring all details of the product and the reason for the return are noted, and whether you require a refund or a replacement are noted on your return form. You will have 28 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 your 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!