FAQ's
Hello and welcome to our help pages. These pages provide assistance and answers to the most frequently asked questions. Whilst we have tried to give as much information as possible we appreciate 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 nystore@designasylum.com.
Top 10 Most Frequently Asked Questions
- How much do you charge for postage?
- How do I pay for my order?
- Paper gift voucher rather than an email one?
- How do I use my discount code?
- I want to speak to someone, can I call you?
- I've seen a product on a celebrity, I want to buy it.
- Do you have a shop?
- Do you have a size guide?
- Can I send my order to my work address?
- How do I return an item?
Quick Links to Key Subjects
- Signing Up / Members Area
- Product Information
- Payments
- Discounts
- Gift Vouchers
- My Order
- Delivery Information
- Returns
- Exchanges
- Technical Problems
- About Irregular Choice
- Contact Irregular Choice
Signing Up / Members Area / Old Website
Do I need to sign up?
Naturally you can browse our site at any time without needing to register your details.
Signing up for an account will enable you to order without having to re-enter your contact details each time you shop, and provides benefits such as order tracking, email offers, newsletters as well as the ability to view members only content. (Click here to sign up)
How do I sign up for the Irregular Choice Newsletter?
The easiest way to sign up for our newsletter is to become a member of the Irregular Choice website, by doing this you will also be ready to shop.
Alternatively, you can (click here) and sign up to the newsletter only.
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 find delivery info or even download cool stuff.
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 and of course to check for new download content.
Product Information
Naturally we want you to buy the right size, so please check out the sizing conversion information below.
Shoe Size Measurement Convertor
| Ladies | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| European sizes | 36 | 36.5 | 37 | 38 | 38.5 | 39 | 39.5 | 40 | 40.5 | 41 | 42 |
| UK sizes | 3.5 | 4 | 5 | 5.5 | 6 | 6.5 | 7 | 7.5 | 8 | ||
| American sizes | 5.5 | 6 | 6.5 | 7 | 7.5 | 8 | 8.5 | 9 | 9.5 | 10 | 11 |
| Japanese sizes | 22.5 | 23 | 23.5 | 24 | 25 | 26 | 26 | ||||
| Mens | |||||||
|---|---|---|---|---|---|---|---|
| European sizes | 40 | 41 | 42 | 43 | 44 | 45 | 46 |
| UK sizes | 6 | 7 | 8 | 9 | 10 | 11 | 12 |
| American sizes | 7 | 8 | 9 | 10 | 11 | 12 | 13 |
| Japanese sizes | 25 | 25.5 | 26 | 27 | 27.5 | 28.5 | |
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.
| CM | 0.5 | 1 | 1.5 | 2 | 2.5 | 3 | 3.5 | 4 | 4.5 | 5 |
|---|---|---|---|---|---|---|---|---|---|---|
| Inches | 0.20 | 0.39 | 0.59 | 0.79 | 0.98 | 1.18 | 1.38 | 1.57 | 1.77 | 1.97 |
| CM | 5.5 | 6 | 6.5 | 7 | 7.5 | 8 | 8.5 | 9 | 9.5 | 10 |
| Inches | 2.17 | 2.36 | 2.56 | 2.76 | 2.95 | 3.15 | 3.35 | 3.54 | 3.74 | 3.94 |
| CM | 10.5 | 11 | 11.5 | 12 | 12.5 | 13 | 13.5 | 14 | 14.5 | 15 |
| Inches | 4.13 | 4.33 | 4.53 | 4.72 | 4.92 | 5.12 | 5.31 | 5.51 | 5.71 | 5.91 |
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.
Colours
We have done our best to display as accurately as possible the colors of the products shown on the Irregularchoice.com web site. However, because the colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color 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 nystore@designasylum.com 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 have a small icon displaying (email when in stock). Simply click on this icon leave your email address in the pop up and if that product comes back into stock then we will email you straight away.
I’ve seen your advertising, 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. Alternatively look through our press section; if the product is in there, simply click on it and you will be taken to the correct page. If you can't find it, or you're not sure what you're looking for, please contact us at nystore@designasylum.com with as many details as you can remember and we will have a look for you.
I’ve seen a product on a celebrity and I want to buy it.
Type in a celebrity’s name in the search function and every image we hold showing them wearing our products will appear, You can then click on the products to buy them.
Payments
TAX
We only charge TAX as directed by New York State on goods being delivered from our web site to to areas within New York State. All states other than New York within America and Canada are tax exempt under New York State legislation.
You will however be liable for taxes and charges imposed by your delivery state. We can not charge for these due to the number of different rates that would have to be applied. You may find our courier company may ask for payment of relevant taxes before they will deliver your goods.
Payments may be made by credit or debit card. We currently accept payment by the following cards: Visa Credit Card, Visa Delta Debit Card, Visa Electron, MasterCard Debit / Credit / Pre Pay, Maestro Debit Card, Solo Card. All 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 check?
Unfortunately we do not accept checks.
What currencies can I use?
You can pay using US dollars.
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
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 Authorize or PayPal. This means that we never see your payment details, unless of course you place an order over the telephone.
Authorize.net
Authorize.Net, a CyberSource solution (Nasdaq:
CYBS), provides secure, reliable, payment gateway
solutions that enable merchants to authorize,
settle and manage electronic transactions anytime,
anywhere, via Web sites, retail, mail order/telephone order (MOTO) call centers and on wireless devices.
Authorize.Net is sold through an extensive network
of reseller partners and financial institutions that
offer its industry leading payment services to their
merchant customers.
Discounts
Now and again (mainly on 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.
How do I get a discount code?
By signing up as a member or simply selecting to receive our newsletter we will email you when 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.
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
Paper gift voucher rather than an email one?
You currently only have the option of buying an online gift voucher. Unfortunately we can’t accept store gift vouchers online, nor can we accept online vouchers in store.
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.
Returning 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?
Yes, you can use one discount code and one or more gift vouchers on any order.
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 dispatching your shoes.
How do I use my gift voucher?
At the checkout if you have a gift voucher in your members area you will be asked if you wish to use this. To use a gift voucher that someone has sent you means you have to sign up with us and register your contact details.
How do I check how much credit I have left on my gift voucher?
By logging into the member’s area you will be able to view the balance of all unused gift vouchers. You can even transfer this balance to another member if you so wish.
What do I do if my gift voucher is lost, illegible or damaged?
All of our web site gift vouchers are stored on your account so that you don’t need to try and find them, they won't get damaged. You can also transfer these to a friend or colleague by clicking the transfer button when you’re viewing your gift voucher.
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 nystore@designasylum.com, if you have not received your voucher please email us at nystore@designasylum.com 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 a paper voucher.
Can I transfer the balance of my voucher to someone else’s account?
Yes this is entirely possible and simple to do. Simply log into the members area and view your gift vouchers. You will then be given the option to transfer gift vouchers. Once you have transferred the voucher it will have left your account and there is no way of canceling this transfer, so please make sure you really want to give it away.
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. Unused gift voucher balances will remain in your member’s area until you are ready to use them.
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.
What should I do if I can’t remember the email address of the person I’m transferring the gift voucher to?
Unfortunately if you can’t remember someone’s email address then we are unable to accept your transfer request. Please always check the email address is correct before transferring out your gift voucher. Alternatively you could send them one of our paper gift vouchers that work in our stores.
My Order
Has my order been shipped?
As soon as we have dispatched your order you will receive 2 emails from us. The first to tell you that your order has been processed and dispatched. At this stage we take payment from your credit / debit card. The second email you will receive will be from our courier company providing you with a tracking number.
Tracking my order?
You can track your order by logging into your member’s area. You can see what stage we are at in the dispatch process at any time by logging into the member’s area and looking at your order history. You can also track delivery of your order by following the link in the email sent by the courier company.
Changing my order?
Once your order has been confirmed, it is not possible for you to change it.
Cancelling my order?
As a consumer, you have the right to cancel your order with Irregular Choice at any time within seven working days; beginning on the day after you received the products. Goods must be returned to us within 14 days of your receipt of order.
To cancel this Contract, you must inform us in writing via our returns form which can be found in the member area. In this case, you will receive a full refund of the price paid for the Products in accordance with our (refunds policy) once the item has been returned to us, at your expense. If your order has already been despatched then you will have to return the goods to us at your expense, please see Returns section below.
Orders may be cancelled by contacting us at: nystore@designasylum.com
Part of my order is missing.
Sometimes it is not possible to send everything you've ordered at the same time or in the same parcel. Please check your delivery note or dispatch emails to see if any of your items will be arriving separately before contacting us.
If an item is missing from the delivery and the dispatch notes say it should be with you, please get in touch with us at nystore@designasylum.com. Let us know the Order Number and the Product Code or Product Name of the item you wanted, and we'll look into it and sort out the problem for you.
Most of the time we will be able to send you the item that we forgot to send, but on the rare occasion when this isn't possible, we'll refund the money you paid for it.
You have made a mistake with my order.
We are really sorry. Obviously mistakes should not happen, but we are human and 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 nystore@designasylum.com 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 reasons you may sometimes find that products on our Web site are priced differently to those on the high street.
Delivery 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, DHL, UPS, or a suitable alternative.
Automatic address lookup
The irregular choice website currently uses an external company to lookup your address in order to save you the time and hassle of having to re-type your entire address. This also helps us make sure that we use the correct address when we are shipping your goods, preventing lost and delayed parcels.
The company that we use is Post Code anywhere. Further information can be found by following the link below.
http://www.postcodeanywhere.co.uk/contact/about.aspx
Can I send my order to my work address?
Our system allows you to select different delivery address. This can include your work address and in fact it has been proven that by giving your work address deliveries are made quicker.
Do you deliver to my country?
From our USA site we only deliver to States within America and Canada.
From our UK site we deliver to everywhere in the world except the USA and Canada.
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.
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?
Our Courier will make 2 attempts to deliver a package. Should you be unable to take delivery of the package on any of these attempts your order will be returned to us and we will re-charge the full cost of shipping after contacting you to confirm your delivery address is correct.
My order has been returned to sender but I no longer want it. If you have confirmed 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 many other options. 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
This is no problem as we have a range of delivery options that include Saturday deliveries and next day services before 12.00. If you need something even quicker then please contact us at nystore@designasylum.com and we will see what we can do for you.
Collect from Store
Seen something online, want to buy it quickly as you have seen it online, but want it straight away, no problem, buy online and select in shipping, collect from store.
Go to the store with your order confirmation and your order will be processed for you and you will receive your shoes.
Returns
You must return any Products you wish to cancel, to us immediately, in the same condition in which you received them, and at your own cost and risk, we only accept non-faulty returns if notified within 7 working days as required by law. These goods then must be retunred to us within 14 days of receipt of your delivery.
Furthermore it is your responsibility to ensure you include full contact details including order and returns numbers within the returned package. You can obtain a returns number by going to our members area, clicking on your order and selecting the item you wish to return. The system will then issue a return number.
You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. We recommend that you return your parcel to us using a delivery service that insures against loss and requires signature as proof of delivery.
Returns should be sent to:
Irregular Choice
(Returns Department)
276 Lafayette Street
New York
10012
I have received a faulty item
We are really sorry to hear that you have received a faulty item, please contact us at nystore@designasylum.com with the following details so we can sort things out for you.
- Your Order Number
- Product Code / Product Name
- Details of the fault
- Whether you want a refund or replacement
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 nystore@designasylum.com 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.
Exchanges
When will I receive my exchange?
We will process your replacement item within 3 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 3 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 send a cheque to your billing address.
You have refunded me the wrong amount.
If you think you have been refunded the wrong amount please contact nystore@designasylum.com 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.
Delivery Charge.
We are sorry, but the delivery cost you originally paid is non-refundable unless the goods are faulty and a refund is made.
If you are returning items because you have changed your mind, this will be at your own cost, and we can't refund your postage. However, if we sent you the wrong item or something faulty, just contact us at nystore@designasylum.com.
I have lost my returns note.
Don’t worry your returns number is stored in your members area; simply log in to retrieve it. A new returns note can be downloaded by (clicking here)
Technical Problems
Signing into my account.
In order to shop with us, you have to either 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 email address 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 your Password' 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 address that you signed up with please contact us at nystore@designasylum.com and we will try to help you.
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 great newsletter, make sure you typed in the right email address when you signed up with us. Just sign into your account to verify. If you can't remember the address you typed in get in touch with us at nystore@designasylum.com and we'll do our best to sort it out for you.
Something else technical.
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 nystore@designasylum.com 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
Please also cut and paste into the email any error message that appeared on the screen.
About Irregular Choice.
We currently have two shops: Carnaby Street, London and Soho, New York. Click on the link below to see our shop info: Shops
Become A Stockist
We will gladly accept applications for you to become a stockist of Irregular Choice. Please email: enquiries@irregularchoice.com
Accessibility
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
Recycling
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 nystore@designasylum.com or sent to
Andrew Schulz
276 Lafayette Street
New York
10012
Drawings: Vicky Theissieun
Project Manager: Mhari-Clare Boswell
Website Development: Strawberrysoup Ltd
