frequently asked questions

Hello and welcome to our help pages. These pages provide assistance and answers to our most frequently asked questions. Whilst we have tried to give as much information as possible we appreciate that you are as individual as our shoes and one size doesn't fit all. If you can't find the answer to your question feel free to email us at [email protected] with your query and we will be happy to assist.

Signing Up

Do I need to sign up?

You can browse our site and place an order at any time without needing to create a customer account. However, in order to create a lovelist or sign up for stock alerts, you will need to register with us. Signing up for an account will provide you with a variety of benefits such as lovelist creation and order tracking, amongst others. Once you have signed up, you will be able to visit your account area any time you want - this is where you go if you want to change your password or any other details, view your lovelist and previous orders.

How do I sign up for the Irregular Choice Newsletter?

You can sign up for our newsletter at the bottom of this page - you can also change your subscription preferences in your account.

Product Information/Availability

Do you have a size guide?

Naturally we want you to buy the right size, so please check out the sizing conversion information here.  

Irregular Choice is graded using Euro sizes only, so you will find only euro sizes are stamped on the shoe. The shoe box packaging, however, has dual sizes displayed, i.e Euro / USA sizes.  

Where can I find the heel height measurements?

Heel heights given, are an approximate measurement taken from the outside of the heel to the floor, on a size 37, and are a guide only. Larger or smaller sized shoes may have a higher heel due to scaling of the style. All measurements are in centimeters (cm) and they can be found on the product page.

Heel Tips

High heels are a feature of fashion footwear, this means that the heel tips are correspondingly small. The heel tips used by our factories are made to the recommended hardness to ensure good wear quality and yet not be too hard to cause slip problems. Given the nature and size of the heel tips, they will wear down depending on use. Also it is not uncommon that they may come off during wear. If a heel tip is missing or loose/worn, replace these ASAP to prevent damage to the shoe. We recommend that heel tips are also replaced before they wear down completely to ensure that the heels are not damaged.  An increasing number of our styles are supplied as standard with spare heel tips where possible, and these can be refitted by your trusted local cobbler.


We have done our best to display as accurately as possible the colours of the products on the web site. However, because the colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will be accurate.  Please be aware that sole and box designs may differ from that shown on the product images depending on season or edition - make sure your read the product description for full details!  Occasionally we may need to change materials, construction or finishes on our products and they may appear different to the description, measurement or image given online.  We try to keep this to a minimum, however it may happen from time to time.

Tell me about the flashing lights!

Some of our styles feature flashing lights!  WOW!  All styles that feature light-up LED components (except the State of Flux style) have concealed, single use, non-replaceable batteries, are designed to keep flashing for approximately 10,000 steps, and cannot be turned off.  The lights are actioned by gentle impact to the sole.  

The State of Flux style features a re-chargeable battery, and a mini-usb charger is supplied with this style - on this style the lights can also be turned off and on as you require.  One charge (2 hours) should last around 2-4 hours of constant light.  We don't recommend wearing light-up shoes in particularly wet weather, or submerging in water or puddles, for example.

Product Condition

The vast majority of our stock is new, however as we offer a return and exchange service, some of our stock may have been purchased and returned previously to us.  We will always nicely re-pack these products for you wherever possible, however sometimes the packaging may appear a bit less than pristine.  We also share stock with our stores, and as such some of the stock we sell may very occasionally have been gently tried on in-store and may show minor signs of this, for example: minor marking or minor wear to soles.

I need more information about a product!

We have tried to provide as much information as possible, so that you can make an informed decision on the product you wish to buy. Our product pages include a full product description, sizes available and several images showing the key features of our shoes. We also show reviews from other customers under the product listing in the 'reviews' tab - here you will find reviews, with an average fit score for the style.  Reviews will show for every colourway in each style - if you review the Nick of Time in white, for example, your review will show across all colours of the Nick of Time style. If you need to know anything else that we have not covered please contact us at [email protected] and we will try to give you the appropriate answer.

How do I review a product?

We allow anyone to post a review of our products, all you will need to do to submit your review is to be logged in to your customer account.  Navigate to the product page of the item you wish to review, click on the 'reviews' tab under the product image, and enter your review.  You can score the fit of the style against your normal size, and add in a written review of the style too - all reviews will be moderated and may be edited according to our terms and conditions.  If you wish to review a past colourway of a style that is no longer on the website, you can review a different colourway instead - type the product code into the search bar (eg- 4135-14 would show Nick of Time), and pick a current colourway to review!

The product I want to buy shows as in-stock, but when I get to checkout it states it's out of stock/unavailable!

It sounds like you were beaten to the punch by another customer who managed to checkout successfully before you, and snag the last available item.  Once an item has sold out, it may take a short while for the website to catch up and show this on the product page. You may still be able to add the item to your basket, however when you come to checkout it will check that stock is still available before allowing you to proceed - if the item has sold out in the interim you won't be able to place your order until the out of stock items are removed from your basket.

A product is showing as out of stock, will you be selling it again?

We know there is nothing worse than the item that you want being out of stock. Unfortunately we have to discontinue some styles at the end of each season to keep our product range fresh and exciting. If the product you want has sold out or is no longer available you will be able to sign up for a back in stock alert for that size/style on the product page and we will email you straight away as soon as the product becomes available.  Please note you must be signed in to your account in order for this to work.

I’ve seen one of your products advertised, but can’t find the product?

Just type the name of the item or its code into the search box at the top of each page and it will show you any matching results. If you can't find it, or you're not sure what you're looking for, please contact us at [email protected] with as many details as you can remember and we will have a look for you.

Made to order items

Our made to order items have a lead time and specialist delivery service as shown on the product descrition on the product page, please email us for further information.


VAT and Tax charges

All prices for goods and services delivered within the European Union include VAT where applicable. The VAT charged will be either VAT in the country of delivery (rates will vary by country but our prices remain unchanged) or UK VAT. For goods and services delivered outside the European Union VAT is not charged although the price shown on the website remains unchanged.  If you purchase from us for delivery outside of the EU, please be aware that the destination country may charge additional tax and customs charges for importing the goods - this is beyond our control.  Applied VAT charges for your order will be shown on your order invoice.

How do I pay for my order?

Payments may be made by credit or debit card, as well as PayPal using either your PayPal balance or a credit or debit card. We currently accept payment by the following cards: Visa Credit Card, MasterCard, Maestro, Visa Debit via SagePay; and additionally Visa Electron, American Express, EuroCard, and Discover via Paypal. Some credit and debit cards are subject to validation and authorisation by both the card issuer and us. This is to help maintain security and prevent fraud.  Made to order items are payable by PayPal invoice only.

Can I pay with a bank transfer or cheque?

Unfortunately we no longer accept cheques and currently do not accept payment by bank transfer.

What currencies can I use?

We accept payment using £GBP Pound Sterling, €EUR Euro, $USD US Dollar.

When do you take payment?

We authorise your payment as soon as you submit your order. At this stage we reserve the funds but don’t take any money from your account. We only physically take payment when we have sent you an email confirming we have dispatched your goods. If you pay by Paypal, Paypal will debit the funds from your account at the time you place your order and will send them immediately to us.

My payment has not been authorised/has been declined!

Please check your billing and card details and re-enter these if you think that you have made a mistake, or use an alternative payment method. Please remember also that even if a payment is not authorised some card issuers still reserve the money, meaning you can’t access those funds for a short period.  Should your payment be declined, please contact your issuing bank in the first instance for advice.

Is it safe to order online?

Our systems are safer than ever. Firstly our servers never store any of your payment details as all of your payment details are either securely handled by Sage Pay or PayPal. This means that we never see your full card details, unless of course you place an order over the telephone.

Is Sage Pay PCI Compliant?  Is secure?

Sage Pay is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance that can be achieved. Sage Pay were audited by an independent third party company, Trustwave, who are an official Visa Qualified Security Assessor. For further information on Sage Pay security click here. Verified by Visa Verified by Visa and MasterCard SecureCode (3D Secure) are the latest fraud prevention initiatives launched by Visa and MasterCard. 3D Secure works in a similar way to Chip and Pin, by asking you to enter a unique password in order to complete your online order.  If you’re used to shopping online, using and trusting Verified by Visa / MasterCard will come as second nature. Using Verified by Visa, your Visa card will work just as it does now. It will also work with online retailers who are not yet offering the Verified by Visa service. is hosted on a secure server within a fully accredited private data centre, holding full Level 1 PCI DSS, ISO 27001 certification.

Order Statuses

what do they mean?


Your order has been received and is waiting to be processed by our team, payment has not been taken but funds have been pre-authorised


Your order has been received and is waiting to be processed by our team, your payment has been received


Your order is being processed by our team and will shortly be dispatched


Your order has been dispatched and payment has been taken if you paid by credit or debit card

On Hold

Your order has been received, but there is a query or delay with your order

Payment Query

Your order has been received, but there is a security query with the payment details

Awaiting Stock

Your order has been received, however we are waiting for stock to arrive in order to dispatch it to you

Address Error

The delivery address provided is incorrect or incomplete

SagePay Canceled

Your order has not been placed as we have not received payment - this could mean that you aborted the payment or provided incorrect payment details, or did not complete any required security information during checkout (3D secure/CVC)


Your order has been canceled


Discount Codes

From time to time (mainly in our newsletters), we will publish a discount code that offers some form of saving. This may be a discount off your order, reduced postage costs, or a combination of both. Discounts cannot be used at the same time as any other web promotions or on products that are already discounted.

How do I get a discount code?

By signing up to our newsletter we will email you if a new code has been launched. Irregular Choice also uses a variety of different advertising mediums where from time to time we may publish a discount code. All of our vouchers will have a set of attached terms and conditions such as, the value of the discount, how long its valid for, how many times it can be used.

How do I use my discount code?

Make sure you type your code into the appropriate box when you check out, and hit submit to apply it to your order. If you forget to apply the code at this stage, we won’t be able to apply it later on.

I forgot to use my code!

Oops, we are sorry but once your order has been submitted to us we are unable to apply a discount code. You may however be able to use it on another order subject to the terms and conditions published with the voucher.

How do discount codes affect a returned order?

If you used a discount code when placing your original order, your refund amount will be adjusted to reflect this. Unfortunately, we can't reissue a discount code, even if your original order is returned to us.

Gift Vouchers

We can accept gift vouchers purchased in Irregular Choice stores or from To enable your voucher for online use please contact customer service at [email protected]  If you have purchased a voucher online, you may present this as payment (within the expiry date) at our Brighton or London stores. We will issue your voucher as a code either by post or via email.  Gift Vouchers are vaild for 365 days upon issue.  We can only issue Gift Vouchers and Credit notes in GBP.

Can I return items that were bought using a gift voucher?

Yes, your right to return an item remains exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two. For your convenience, we’ll refund anything you paid for with your debit/credit card or PayPal first, and then send you a new gift voucher for any credit you are owed.

Can I return an unwanted gift voucher given to me?

Unfortunately this is not possible.  This does not affect your statutory rights.

Can I use a discount code or another gift voucher to buy a gift voucher?

Unfortunately this is not possible.

Can I use a discount code and a gift voucher together on one order?

Please contact [email protected] for assistance if you wish to do this.

Can I buy gift vouchers along with other items in my basket?

Of course, we want you to be able to buy anything you want; we may, however, send your gift voucher before despatching your other items.

How do I use my gift voucher?

Once you are in your basket and ready to purchase you will need to enter the code from your gift voucher in to the ‘what's the magic password?’ box on the order summary or checkout page page. 

What do I do if my gift voucher is lost, illegible or damaged?

Please contact [email protected] with the name of the person who ordered the gift voucher and if possible their order number and we will be happy to assist.

What do I do if my voucher has not been received?

Please get in touch with us and we can chase this up for you!

Can I cancel a gift voucher?

Unfortunately it is only possible to cancel a gift voucher in accordance with our cancellation policy and returns policy. The voucher must be returned to us if you were issued a paper voucher.

Do I have to use my entire voucher at once?

No, you can use as much or as little of a gift voucher as you wish. A new voucher code will be issued for any remaining balance.

What happens if the items in my basket total more than my gift voucher amount?

The gift voucher will be deducted from your shopping basket then you can pay the remaining balance by card or PayPal.

My Order

Has my order been shipped?

As soon as we have dispatched your order you will receive an email from us to tell you that your order has been processed and dispatched. At this stage we take payment from your credit / debit card. You may receive additional emails from couriers dependent upon which delivery service you selected at checkout.

I'd like to track my order?

Please contact [email protected] for tracking information if you have not received any.  All DPD deliveries and UK Royal Mail deliveries should receive tracking emails directly from the carrier after dispatch.

I need to change my order?

Once your order has been placed, it is not possible to change or alter it. Please do advise us of any errors as soon as possible and we will do our best to amend your order accordingly.

I would like to cancel my order!

Under EU Consumer Contracts regulations you have the right to cancel your order for any item purchased from Irregular Choice, for a refund. Please email [email protected] who will be happy to assist. If we have already processed and shipped your order, you will need to return the order to us.

Part of my order is missing, what do I do?

Sometimes it is not possible to send everything you've ordered at the same time or in the same parcel. If an item is missing from the delivery please get in touch with us at [email protected] Let us know the order number and the product code or product name of the item you are missing and we will investigate for you.  Most international orders (outside the EU) are sent out with a maximum of three items per package

You have made a mistake with my order!

We are really sorry, please forgive us! Obviously mistakes should not happen, but we are human and even with the best staff in the world now and again things can sometimes go wrong. If we have made a mistake we will rectify it as quickly as possible. Simply let us know at [email protected] and we will be in touch ASAP to make it right.

Why are your website prices sometimes different to those in stores?

We try to make a great range of shoes available to you. Our high street, on-line businesses and our stockists work in different ways. For this reason you may sometimes find that products on our website are priced differently to those on the high street, or sold online by other stockists.

My order appears to have been cancelled!

We reserve the right to cancel an order without warning if we suspect fraud or if we suspect the shoes are being bulk-bought to be re-sold. Please contact us at [email protected] if you require further information. We also reserve the right to cancel any voucher codes we believe have been misused.

Shipping Information

Which courier company does Irregular Choice use?

The most appropriate courier will be chosen dependant on your order, the time we dispatch your order and the courier availability in your area. Irregular Choice will use one of the following carriers, DPD or Royal Mail (for orders delivered outside the UK, please be aware our couriers may pass your delivery over to a local service such as USPS or Chronopost). For specialist delivery for large items, we'll advise of the delivery process upon placing your order.

Can I send my order to my work address?

Our system allows you to select different delivery addresses. This can include your work address and in fact it has been proven that by giving your work address deliveries are made quicker. You are responsible for ensuring that any given delivery address is an acceptable place to receive your delivery - you are responsible for any loss after the delivery has been made so please only use a trusted address. If your parcel is delivered to a parcel drop or other third party, at point of delivery liablility for the goods passes to the recipient.

Do you deliver to my country?

We deliver to lots of different areas, including the UK, Europe, North America, Asia and many international destinations.  Unfortunately if your country is not listed at checkout, we cannot currently deliver to it. This is usually due to infrastructure issues in the delivery country IE - lack of a postal service.

Do I have to pay customs and import charges?

Any customs or import duties are charged directly to the recipient once the parcel reaches its destination country. The recipient of the parcel must pay these charges. Unfortunately we have no control over these charges, and cannot tell you what the cost would be as customs policies and import duties vary widely from country to country. It may be a good idea to contact your local customs office for current charges before you order.

Do you deliver to PO box or BFPO addresses?

We can’t to ship to PO Box addresses for security reasons, except for deliveries to the middle east, where PO Box addresses are near customary.  There is no problem in us shipping to BFPO addresses. All BFPO addresses must be registered as delivered to the UK, rather than the country where you are posted. Royal Mail will then deliver the parcel to the British Forces Post Office in London. It then becomes the responsibility of the British Forces to deliver your parcel to the correct location. We are unable to ship orders over 2Kg to BFPO addresses, so please split large orders and order heavy items separately.

Do you deliver to hotels?

We can only deliver to a hotel if it is your permanent residence, or your place of employment.

My order has been returned to the sender. Will I have to pay to have it posted back out?

No, you will not be charged.  We will be in touch to confirm your delivery address is correct once we receive your returned parcel so we an successfully redeliver to you.

My order has been returned to sender but I no longer want it.

If you have confirmed to us that you no longer want the order it will take a further 3-5 working days for the funds to be available in your account (excluding the postage charge).

How much do you charge for postage?

We offer a number of delivery options when you shop with us online. These include: standard, next day, before 11am, Saturday and international services. At the checkout page you will be able to select the service that meets your needs, our prices range from £3 per order for UK standard delivery, to £10 per item for long distance international delivery.  We also offer a specialist courier service for our made-to-order furniture items, this price will be quoted upon ordering.

When will my order be sent?

Any orders placed up to 11:00 GMT on working days, will be processed and usually despatched the same day. Orders placed on a weekend or after the cutoff time will be processed on the next working day.  During busy periods, we may bring forward the daily cutoff point for same-day dispatch - this will be reflected in checkout when you select your delivery method.  Please note this does not apply to made to order items with lead times.

I need my order really quickly!!!

If you need your order really quickly please contact us at [email protected] and we will see what we can do for you.


View our Returns Policy

How do I return an item?

If for any reason you are not completely satisfied with your purchase, you can return the item or items to us in their original condition within 14 days of receipt. We will issue a refund on receipt, or exchange the item for a different size/colour/style if preferred. If your order is incorrect or faulty, please contact us straight away and we will arrange return of the goods. We offer a free returns service for non-sale items delivered in the UK. Sale items and items delivered outside of the UK 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.  Please follow the instructions on your return form to successfully place a return with us.

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.  The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery. Please complete the returns form included in your parcel and return your order to:

Returns Department Irregular Choice

Unit C-E Level 1 South

New England House

New England Road



United Kingdom

Online Returns to Stores

Items purchased from 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. 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 one of our UK Stores: Irregular Choice, 35 Carnaby Street, London, W1F 7DP. Telephone 0207 484 4811 Irregular Choice, 38 Bond Street, Brighton, BN1 1RD. Telephone 01273 777120 Irregular Choice, 209-210 Chalk Farm Road, London, NW1 8AB. Telephone 0207 482 3090

I have received a faulty item!

If the item you received is faulty, please contact us 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 issue found, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us, and we will do our best to assist you!

Have you received my return?

As soon as our warehouse has processed your refund, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with us at [email protected] and we'll look into it. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us - you can also use this tracking number to check when your returned parcel has arrived with us.

Please note the above does not apply to made-to-order products such as furniture, which are non-returnable bespoke items.  This does not affect your statutory rights.

Exchanges and Refunds

When will I receive my exchange?

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 a week 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 to your account. If this happens, we'll email to let you know. We can only exchange an item for stock we currently have available in our stores or online.

When will I receive my refund?

We will process a refund within 5 days of receiving your parcel, and email to let you know we have processed it. After you've received your email, please allow another 5-10 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.

You have refunded me the wrong amount!

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 we may refuse the refund or make a charge for cleaning or repair.

I have lost my returns form...

Please contact [email protected] and we will send you a new returns form!

Technical Issues

Signing into my account

If for some reason you find you are unable to sign in please double check you are using the username you signed up to our new website with and the password you set. If you can't remember your password, just type your email address in to the 'Forgotten Password or Username' box on the sign-in page, and we'll send you a new one. Any passwords in our system are encrypted securely so we are unable to retrieve it for you. You can change your password at any time by logging into the member’s area using your email address and following the links. If you have forgotten the email that you signed up with please contact us at [email protected] and we will do our best to assist.  

Please be aware that any customer accounts made previous to 26th January 2016 on now no longer exist - you will need to create a new customer account.

I am not receiving any emails or newsletters from you

Now we don’t want that do we! One of the most common reasons may be because your email service is marking emails from us as junk mail, and we may be sending them to your spam folder. To stop this from happening, please add “[email protected]” to your email address book. If you checked this and are still not getting our fantastic newsletter, make sure you typed in the correct email address when you signed up with us. Just sign into your account to verify. If you have checked the above and still can’t work out why you’re not receiving our emails then please contact [email protected] and we'll do our best to sort it out for you.

Other technical queries

We hate to think of you having problems with our site. We always recommend you have the latest updates for your operating system and browser as we test our sites on these. If, however, you are still experiencing problems using our site, please feel free to get in touch with us at [email protected] and we will try to help. To help us look into your problem please try to include as many of the following details as possible: Your operating system, browser, what time the problem occurred If possible, please also include a screenshot of any error message that appeared on the screen.

About Irregular Choice

Do you have a Shop?

For a full list of our stores please see our store finder

Become A Stockist

We will gladly accept applications for you to become a stockist of Irregular Choice. Please see our wholesale page

What is Irregular Choice?

Find out about Irregular Choice on our about page


Returns Policy

View our Returns Policy

Privacy Policy

View our Privacy Policy

Term of Usage

View our Terms of Use Policy

Terms and Conditions of Sale

View our Terms and Conditions of Sale


Shoes, clothes, bags and boxes can all be recycled. Recycling areas are often found in most supermarket forecourts. There are many charities that will gladly accept used shoes and clothing. It is not fair for us to list lots of different charities, as each charity is just as important as another. Simply walk down your local high street and we are sure you will find a great charity looking for donations.

Complaints Complaints should be emailed to Customer Service on [email protected] or sent to

Customer Service Irregular Choice

Design Asylum Retail Ltd

27-28 Meeting House Lane



United Kingdom