Irregular Choice | Shop

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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


Most Frequently Asked Questions


Signing Up / Members Area

Product Information & Size Guide


Discounts & Gift Vouchers

My Order

Shipping Information

Returns & Exchanges

Technical Issues

Company Information



Signing Up / Members Area


Do I need to sign up?


Naturally you can browse our site at any time without needing to register your details, however, in order to be able to place an order you will need to create an account.


Signing up for an account will also provide you with a variety of benefits such as wishlist creation and order tracking. (Click here to sign up)


Members Area


Once you have signed up, you will be able to log into the members area any time you want. This is where you go if you want to change your password or email address and view your delivery information.


If you haven't visited us in a while, it's worth checking the members area to make sure all your details are up to date.


How do I sign up for the Irregular Choice Newsletter?


Click here to sign up for our newsletter.  


Product Information


Do you have a size guide?


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


Shoe Size Measurement Convertor



European sizes












UK sizes












American sizes












Japanese sizes














European sizes








UK sizes








American sizes








Japanese sizes









Irregular Choice is graded using Euro sizes only

Only Euro sizes are stamped on the shoe. The Shoe box, however, has dual sizes displayed, i.e Euro / USA size


Where can I find the heel height measurements?


Heel heights given, are an approximate measurement taken from the outside of the heel and are a guide only. All measurements are in centimeters (cm) and they can be found on the product page. For conversion to inches please see conversion chart below.





































































Heel heights are measured in centimetres (cm) from the outside of the heel tip to the footbed.


Heel Tips


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 too hard to cause slip problems. Given the nature and size of the heel tips, they will wear down depending on wear. Also it is not uncommon that they may come off during wear. Replace these a.s.a.p. We recommend that heel tips are also replaced before they wear down to ensure that the heels are not damaged. 




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. 


I need more information about a product!


We have tried to put in as much info 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. If you need to know anything else that we have not covered please contact us at and we will try to give you the appropriate answer.


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 to keep our product range fresh and exciting.


If the product you want has sold out or is no longer available it will where possible display the ‘Mail me when in stock’ icon in place of ‘Add to basket’. Simply click on this icon and if that product comes back into stock then we will email you straight away.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 take you straight to the product page. If you can't find it, or you're not sure what you're looking for, please contact us at with as many details as you can remember and we will have a look for you.








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.


How do I pay for my order?


Payments may be made by credit or debit card, as well as PayPal. We currently accept payment by the following cards: Visa Credit Card, Visa Electron, MasterCard, Maestro, Visa Debit and American Express. 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.


Can I pay with a cheque?


Unfortunately we do not accept cheques.


What currencies can I use?


You can pay using UK Pound Sterling (GBP) or Euros if on the UK website, US Dollars if on the USA website.


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 physically take any money. 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


As we do not retain your payment details you will need to 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.

Is it safe to order online?


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


Is Sage Pay PCI Compliant?


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.


How does Verified by Visa and MasterCard SecureCode work?


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. 






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.


Can I apply my NUS discount?


At present we are unable to apply NUS discount.



Gift Vouchers


You currently only have the option of buying an online gift voucher. We can accept store gift vouchers onlineTo enable your voucher for online use please contact Customer Service ( If you have purchased a voucher online, you may present this at any Irregular Choice store. Gift vouchers are not accepted at any of our concession stores. We will issue your voucher as a code either by post or via email.


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?


Unfortunately this is not possible.


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 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 ‘Do you have a discount or offer code?’ box on the Order Summary page. If you already have a gift voucher attached to your account you will be asked if you wish to use it during the checkout process. 


In order to use a gift voucher on the website you will need to create an account. Click here to register.


How do I check how much credit I have left on my gift voucher?


Please contact in order to check your remaining credit.


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


Please contact  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?


All of our website vouchers are added automatically to your members area.  If they don’t show up please email us so we can investigate 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 within 7 working days. The voucher must be returned to us at your cost if you were issued a paper voucher.


Can I transfer the balance of my voucher to someone else’s account?


Unfortunately this is not possible.


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. This will 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.


Tracking my order?


Please contact for tracking information.


Changing 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.


Cancelling 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 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 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.



You have made a mistake with my order.


We are really sorry. Obviously mistakes should not happen, but we are human and even with the best will in the world now and again things do go wrong. If we have made a mistake we will rectify it as quickly as possible. Simply let us know at and we will be in touch ASAP.


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 and on-line business 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.


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 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).


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 countries, including the UK, Europe, North America and many selected international destinations. You can see the full list of countries we deliver to by ( clicking here)

Unfortunately if your country is not on the list, 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 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.


Delivering to a PO Box address.


Unfortunately, we can’t to ship to PO Box addresses for security reasons.


BFPO addresses?


There is no problem in us shipping to BFPO addresses.  

All BFPO addresses must be registered as 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.


Delivering to a hotel.


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.


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 12, Saturday and international services. At the checkout page you will be able to select the service that meets your needs.


When will my order be sent?


Any orders placed up to 15:00, Monday to Friday will be processed and where possible despatched the same day. Orders placed on a weekend or after 15:00 will be processed on the next working day.


I need my order really quickly


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






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 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 NOTE: Free returns are only valid for items ordered from 4pm GMT on Thursday 5 November 2015. Orders placed previous to this time may not be valid for free returns.


Please note:

o   The item is your responsibility until it reaches 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.

o   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:


Irregular Choice

Unit C-E New England House

New England Road


BN1 4GE 

United Kingdom 


Online Returns to Stores


Items purchased online in the UK can be refunded or exchanged for items of the same value or above (with additional charge) in any Irregular Choice store within the UK. 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 your item is faulty, then this must be returned to the original place of purchase.


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


Store Returns


You may return a store purchase to our website however the store refund policy will apply.



I have received a faulty item


If the item you received is faulty, please contact us on 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.


Have you received my return?


As soon as our warehouse has processed your return, 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 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.





When will I receive my exchange?


We will process your replacement item within 7 days of receiving your parcel, and email to let you know we have received and processed it. We'll then email you again when your replacement order is on its way to you.

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 a different size or colour of the same item (the price must be the same as the original item). If you want an entirely different product, you'll need to return the unwanted item for a refund and place a new order for the item that you want.


When will I receive my refund?


We will process a refund within 7 days of receiving your parcel, and email to let you know we have received and 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 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.


I have lost my returns form


Please contact and we will send you a new returns form.




Technical Issues


Signing into my account


In order to shop with us, you will need to create an account, (which takes only a couple of minutes), or we ask you to sign in to an existing account. If for some reason you find you are unable to sign in please make sure you are using the username you signed up 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 username that you signed up with please contact us at and we will do our best to assist.


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 software 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 “newsletter@irregularchoice” 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 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 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 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, internet 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 visit our store locator on the following link STORE LOCATOR


Become A Stockist


We will gladly accept applications for you to become a stockist of Irregular Choice. Please email:




We are committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.


About us


Click here to find out about Irregular Choice and what we are all about.


Returns Policy


Click here to view our Returns Policy.


Privacy Policy


Click here to view our Privacy Policy.


Term of Usage


Click here to view our Terms of Use Policy


Terms and Conditions of Sale


Click here to view our Terms and Conditions of Sale Policy




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 should be emailed to Customer Service on or sent to 


Customer Service

Design Asylum Retail Ltd

41 Brighton Square








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