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@example.com with your query and we will be happy to assist.
You can sign up for our newsletter at the bottom of this page - you can also change your subscription preferences in your account.
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, sometimes has dual sizes displayed, i.e Euro / USA sizes.
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.
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 irregularchoice.com 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.
When designing and manufacturing our shoes, we select materials and trims from thousands of sources. Whilst we have accurate information on the materials used, it's not always possible to get exact information about any dyes, threads, glues, trims, glitter, sequins, paints, cements, resins or glues which may be used. Due to this we are not able to label our products as truly vegan or vegetarian. Some of our styles do not contain animal leathers, and some do. This depends on design choices, cost, finish, colour and durability; and we choose the best materials we can find to make our designs as amazing as possible. If a style contains leather in the upper, sock, lining, sole or trim, the blue product information box will state this on the product page, and the material info sticker on the style itself will also show this. It is company policy, and has been for many years, to use faux fur rather than real fur. However we do use some materials like pony skin leather which have a fuzzy finish.
Some of our styles feature flashing lights! Woohoo! Most styles that feature light-up LED components have concealed, single use, non-replaceable batteries, are designed to keep flashing for an approximate minimum of 20,000 steps, and cannot be turned off. Selected styles feature an on/off switch - if so this is stated on the product description. The lights are actioned by gentle impact (ie - walking at a moderate stride on a hard surface for shoes, tapping the item on a hard surface if it's a bag).
Items which have rechargeable batteries, will have an accessible micro USB port to re-charge them. Each charge should take at most 2 hours. We don't recommend wearing any light-up styles in particularly wet weather, or submerging in water or puddles, for example.
All prices for goods and services 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.
Payments may be made by credit or debit card, as well as PayPal using either your PayPal balance or a credit or debit card, and Klarna for selected regions. 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.
We accept payments via bank transfer. Please email us on firstname.lastname@example.org for further details.
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 you place an order over the telephone.
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 us or directly from our couriers with tracking information, dependent upon which delivery service you selected at checkout.
Please contact email@example.com for tracking information if you have not received any. All deliveries should receive tracking emails directly from us or from the carrier the morning after dispatch.
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 firstname.lastname@example.org and we will be in touch ASAP to make it right.
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 mexico will use one of the following carriers, DHL, FEDEX, UPS or 99minutos (Mexico only). For specialist delivery for large items, we'll advise of the delivery process upon placing your order.
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.
If you need your order really quickly please contact us at email@example.com and we will see what we can do for you.
If the item you received is faulty, please contact us on firstname.lastname@example.org or telephone our customer service team on (+521) 55 1313 8140 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!
We will process a refund at most within 10 working days of receiving your parcel, however most refunds are processed within 48 hours of receipt. 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.