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FREQUENTLY ASKED QUESTIONS
Q. How do I buy from the Designer Exchange website?
It's super easy and hassle free to buy from Designer Exchange by simply adding the item(s) you want to your basket and following the check out process. Your items will be packaged safely, securely and we will provide you with tracking information from our courier DHL.

You can choose to pay by using either a card, via PayPal or with a Designer Exchange voucher (or a mix!).

Click below to learn more about ways to pay on uk.designerexchange.com

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The cards we accept are Visa, Mastercard, American Express, and Maestro. Please note, when paying by card, we can only ship to the address registered with us in your online account with us.

When paying with PayPal, you can checkout directly through your existing PayPal account. If you would like to ship to a different address when paying with PayPal, there is the option to edit your address at the checkout. If you do not currently have an account, you can check out as a guest. As a guest, you will be asked to provide your card details, billing address, and a delivery address.

If you choose to pay with a Designer Exchange voucher, you will be asked to provide your name and address, as well as the voucher details. If there is any remaining credit after your transaction, a new voucher will be emailed to you.

If you would like to cancel an order, you have until it is dispatched. To cancel, please email our Customer Services at designerexchange.wecare@webuy.com with your request, and include your order number. It may be too far along in the process that we must finish the sale then refund instantly. If your order has already been dispatched, you can follow the refund procedure once you have received your items.

Please note that Designer Exchange is fully compliant with the data protection laws to ensure your data is safe, and that you are fully aware of how we will use it. If you want us to close your account (your in-store or online account) at anytime, please just email us at designerexchange.wecare@webuy.com and we will take care of it.
Q. How fast do you ship?
If you order before 12pm Monday to Thursday then your item will arrive the next day. However, if you order after this time, your order will be picked up from Designer Exchange the next working day and delivered to you within 2 working days. Please note, delivery times may be affected by bank holidays and the above information covers orders from uk.designerexchange.com to mainland UK.

Click the button below to learn more about postage including international delivery options

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UK orders currently cost just £6.95 and postage from the UK to other countries are as follows:
  • Austria, Denmark, Finland, Italy, Portugal, Spain and Sweden: £24
  • Belgium, Guernsey, Ireland, Jersey, The Netherlands and USA: £18.50
  • France and Germany: £20.50
  • Norway: £30
Please note that these prices are subject to change, and that any additional customs / duties will be payable by the recipient.
Q. How do I buy from a Designer Exchange store?
Simply visit one of our stores located in Knightsbridge, Kensington, Chelsea, Birmingham, Manchester or Leeds and peruse the shelves to locate the next addition to your wardrobe. We have a team of friendly sales assistants in all our stores who can help or leave you to shop until you drop.

We also have a store located in Madrid, Spain if you're feeling adventurous!

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In store we take payments by cash and cards from all major card companies including American Express. Currently we can't accept payment from pre-paid cards or cards without a chip and pin for security reasons.

If paying by voucher, please just hand it over at the point of payment.

Buying from out of town? Designer Exchange operates under a scheme where we do not charge our customers VAT on our pre-owned goods, therefore you cannot claim any back.

You'll find that all of our items have been cleaned and readied for sale however if you would like the item to have a final spruce before you take away then just ask in store. By default, all of the jewellery is thoroughly cleaned and sterilised before being sold.

There is currently no click and collect service however we hope to implement this soon.

Whilst in store, you might be asked if you would like to become a member and / or to join our newsletter. Please note that Designer Exchange is fully compliant with the data protection laws to ensure your data is safe, and that you are fully aware of how we will use it. Designer Exchange will only contact you to fulfil our business obligations to you, or if you have opted in to receive our emails.

Unfortunately at the moment Designer Exchange does not offer layaway and only accept payment in full. However, if you choose to pay via PayPal, you can opt for PayPal finance at the checkout.
Q. How easy is it to sell to Designer Exchange?
Designer Exchange is proudly not a consignment store meaning we pay you up front and directly for your designer items. With Designer Exchange, you don’t have to wait around to be paid. We used to be able to offer a free preliminary quote however due to the volume of products being sold to Designer Exchange, we can no longer offer this complimentary service.

You need to be 16 or over to sell and you'll need a current driving license or passport if it's your first time.

Currently not all products can be sold to all Designer Exchange stores. Please consult the list below for where you can sell your items.

Knightsbridge Kensington Chelsea Manchester Birmingham Leeds Madrid
Handbags
Accessories
Clothing
Shoes
Jewellery
Watches

During the process you'll be offered a cash or exchange price. The cash price is sometimes given in cash and sometimes processed as a bank transfer directly into your account. The exchange price is a voucher which never expires and can be used in store or online.

Click on the 'Read More' button below to see the easy steps to sell at Designer Exchange

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Please bring your items directly into your closest Designer Exchange store or post them in. If posting, be sure to fill in your Seller ID first in your account on designerexchange.com

The store staff will book the items in for you. If it's your first time selling, you'll need to bring your in-date driving license (full or provisional) or current passport to sign up.

Once signed up and booked in you'll be given a receipt and a time to return once your items have been authenticated and a final price offer has been reached. Different stores have different wait times and if you're not sure which one to visit, please call ahead and a member of our team will let you know the current wait period.

Return on or after that time and get a final cash and voucher offer which you can pick either option or decide not to sell. If you've posted your items, this information will be emailed to you.

Please be sure you wish to sell before you accept the final offer as a buy cannot be cancelled once you have agreed to sell.

If you're opting for the bank transfer, please sign into your uk.designerexchange.com account and add your bank account details. Please note that it has to be a UK bank account and that Designer Exchange staff cannot see this information so you'll be responsible for checking it's correct and current.

If you have multiple items on an order, Designer Exchange can process some as the voucher and some as the cash but a singular item cannot be split.

If you decide not to sell at this point or it does not pass the in store authentication or quality checks then the customer is responsible for the cost and organisation of getting this item back to themselves. Designer Exchange will help where possible however Designer Exchange is not responsible for any of your items that may be lost or damaged by a courier that you have arranged to collect from us.

There may be a number of reasons that we cannot accept your item(s); it may be a brand we do not sell, it may be in a condition we cannot accept or it may not be authentic. If this happens, please collect your items, or arrange for a courier to collect it within 14 days, otherwise they may kept to be sold by Designer Exchange, or disposed of.
Q. What condition do you accept items in?
At Designer Exchange we like to believe that everything has a price and can be reused and loved again. However customer feedback over the years has refined our knowledge for what level of condition customers are happy to buy pre-loved items in.

All the items we buy must be of a certain standard of quality however we do our best to accept as much as we possibly can. If you're not sure if the item you have will be accepted by Designer Exchange, before your bring or post them in, please click the 'Read More' section below to see a further breakdown on what we accept.

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Handbag and Small Leather Goods Condition Guide
Designer Exchange cannot accept handbags that:
  • Are fundamentally damaged such as a broken strap
  • Have non-functioning closures such as clasps, zips or buckles
  • Have stains to the material both interior and exterior
  • Have missing serial stickers (or serial numbers that cannot be read)
  • Have strong wear to the material
  • Do not have their original designer parts such as a replaced zip
  • Do not have CITIES (if exotic)
  • Do not have additional straps (if additional straps were sold with it originally)
  • Do not have extra holes punched into buckle closures
Shoes Condition Guide
Designer Exchange cannot accept shoes that:
  • Have missing or rubbed off / illegible labels
  • Have peeled material or scuffing to the heel
  • Are overstretched, creased or misshapen
  • Are stained, dirty or discoloured exterior of interior
  • Have signs of previous use such as sweat marks or toe stains
  • Have overworn soles
  • Have broken zips, buckles or other fasteners
  • Have strong odours such as smoke, moth balls, sweat, damp or perfume.
Clothing Condition Guide
Designer Exchange cannot accept pieces of clothing that:
  • Has their designer or care label missing (some vintage pieces may be accepted without labels)
  • Have stains such as alcohol, food, coffee, drinks, perspiration, other bodily fluids or make up.
  • Have wear such as holes, ripes, moth holes, pulls, puckering or bobbling.
  • Has damage to the material from washing, ironing or dry cleaning
  • Has faded or discoloured fabric
  • Has been stretched or hardened on materials (such as wool or cashmere)
  • Has overstretched elasticated fabric (such as on waistbands or in the crotch)
  • Has thinning fabric (such as in worn out knees)
  • Has strong odours such as smoke, perspiration, perfume, moth balls, damp or food.
Jewellery Condition Guide
Designer Exchange cannot accept jewellery that:
  • Has been bent out of shape
  • Is missing integral components
  • Are scratched or heavily worn
Watch Condition Guide
Designer Exchange cannot accept watches that:
  • Have a working battery (if battery operated)
  • Are not working
  • Have missing links
  • Have additional holes added (to buckle bracelets)
  • Have drop marks or cracked glass
Scarves Condition Guide
Designer Exchange cannot accept scarves that:
  • Have any burns, pulls, holes or other damage
  • Have been stitched up or repaired
Sunglasses Condition Guide
Designer Exchange cannot accept sunglasses that:
  • Are prescription
  • Have scratches to the lens
  • Are bent out of shape
Please note that Designer Exchange retains the right to refuse an item for a condition reason not stated above however the guide above can be used as a general rule of what is accepted.
Q. Which brands do you buy and sell?
At Designer Exchange we trade with 130+ different brands ranging from our customer favourites of Chanel, Hermes and Louis Vuitton to wardrobe classics from Balenciaga, Gucci and Prada. All our stores sell all product lines apart from clothing and shoes which can be found exclusively online and in our Chelsea store.

Click on the 'Read More' button below to see a breakdown of which brands we trade and in which areas.

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See a brand in store or online that's not on this list? We might be selling the pieces we have left and no longer buying this brand so always check this table for an up-to-date list.

Handbags Clothing Shoes Jewellery Watches Accessories
Acne
Alaia
Alexander McQueen
Alexander Wang
Altuzarra
Amanda Wakeley
Anya Hindmarch
Aquascutum
Aquazzura
Armani
Balenciaga
Balmain
Bottega Veneta
Bulgari
Burberry
Cartier
Céline
Chanel
Chloé
Chopard
Christian Dior
Christian Lacroix
Christian Louboutin
Christopher Kane
Comme des Garcons
Dolce & Gabbana
Dries Van Noten
Elie Saab
Emilio Pucci
Erdem
Ermanno Scervino
Escada
Etro
Fendi
Giambattista Valli
Gianvito Rossi
Giuseppe Zanotti
Givenchy
Golden Goose
Goyard
Gucci
Helmut Lang
Hermès
Isabel Marant
Jean Paul Gaultier
Jil Sander
Jimmy Choo
Jitrois
John Galliano
Kenzo
Lanvin
Loewe
Louis Vuitton
MM6 Maison Margiela
Maison Margiela
Malone Souliers
Manolo Blahnik
Marc by Marc Jacbos
Marc Jacobs
Marni
Max Mara
MCM
Missoni
Miu Miu
Moschino
Mugler
Mulberry
Nicholas Kirkwood
Off White
Oscar de la Renta
Ozzy Clark
Paul Smith
Peter Pilotto
Philipp Plein
Phillip Lim
Prada
Preen
Proenza Schouler
Ralph Lauren
Ray-Ban
REDValentino
Rick Owens
Rochas
Roger Viver
Roksanda
Roland Mouret
Saint Laurent
Salvatore Ferragamo
Self Portrait
Sergio Rossi
Simone Rocha
Sonia Rykiel
Stella McCartney
Stuart Weitzman
Temperley London
Tiffany
Tod's
Tom Ford
Tory Burch
Valentino
Vera Wang
Versace
Victoria Beckham
Vivienne Westwood
Yves Saint Laurent
Zimmermann

We also only trade men's products in a few of our categories. Check the list before you bring something in.

Womens Mens
Handbags
Accessories
Clothing
Shoes
Jewellery
Watches
Q. How are your prices determined?
We formulate a sell price based on a number of factors including, but not limited to: original retail price, brand, style, age, condition, material, colour and demand.

Our buy prices (the prices we give you as a customer) are based on a set margin for that designer within that type of item - meaning that highly desirable brands like Chanel or Hermes always give you the best margin as a customer possible. When you're quoted for your item, you'll be told what our sell price is alongside your cash offer and exchange offer. The hardest part is then picking which option to go for.
Q. Are the items all authentic?
It's hard to believe everything is genuine with the bargain sale prices we offer however Designer Exchange stocks 3000+ items at any one time which have all been meticulously inspected by our highly trained authenticators before being purchased and readied for sale. Our in-house experts are professionally trained to spot any and all inconsistencies. We can 100% promise that all items for sale are the genuine article so you can buy with security.

Designer Exchange offers a 12-month warranty on all items which covers the authenticity of the item and does not cover damage. All items are sold pre-loved and prices reflect their condition. We do not cover damage or faults occurred after purchase.
Q. What is the returns policy?
We understand sometimes the item you thought you would love is just a little too heavy, too big or just not right for you. That's why we give you a period to return your item should it not be what you're looking for after all.

Anything purchased in-store between 1st December and 24th December 2019 can be returned for a voucher up until the 5th January 2020.

Currently not all products can be returned to all Designer Exchange stores. Please consult the list below for where you can return your items. Also, we currently do not accept returns from our Madrid store in the UK and vice versa.

Knightsbridge Kensington Chelsea Manchester Birmingham Leeds Madrid
Handbags
Accessories
Clothing
Shoes
Jewellery
Watches

Click the button below to see the returns policy.

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Returns Information for Buying Online
If an item has been purchased on designerexchange.com then you have 28 days to return the item for a full refund back to the way you paid. If you're returning the entire of your order, we will also refund your initial postage.

Your order will have a returns tag attached which must not be tampered with and still be in place to get your full refund.

Returns Information for Buying In Store
If an item has been purchased in store you'll be able to inspect the item yourself prior to buying and therefore Designer Exchange offers a refund within 48hours back to voucher to the value of the goods being returned. This voucher is valid forever and can be used on anything in-store or online.

Additional Returns Information
Refunds will be processed after inspection within 5 working days and if receiving a refund by card or bank, they may take a further 5 working days to appear in your account.

Unfortunately at this moment we do not offer pre-paid returns and the customer is responsible for the additional cost of insuring / posting or bringing the item back to your nearest store. We highly recommend you use a recognised and efficient courier for your item if you're posting back.

We currently do not accept returns from our Madrid store in the UK and vice versa. Also, clothing and shoes currently must be returned to the Chelsea store only.

Designer Exchange reserves the right to offer no refund or a partial refund should your item not be returned with either: all that it was sold with or not in the condition it was sold as.
Q. How do I request more pictures and information about an item?
Designer Exchange stores fill in all the information you see about a product online however sometimes we are a little busy with in-store customers so we have set our website up to show you at least the picture of the item even if we haven't managed to get to the details yet.

However, each product comes with a little button saying ‘Ask a Question About This Item' which will redirect you to a contact form. You can use this form to directly ask the store where the item is for measurements, information or some more pictures.
Q. Can I be added to your wish list?
If you have a certain product in mind that we do not currently have in stock, you can create an alert for yourself so you're one of the first to know when one becomes available to purchase. This is currently accessed through signing in and clicking on the Alerts section of your profile. With hundreds of new items arriving every week, you will be sure to find what you are looking for soon.
Q. How do I win £100 on a voucher?
Every month one customer, picked at random, wins £100 on a Designer Exchange voucher to spend in-store or online on whatever and whenever they would like.

To enter, just click here.

Designer Exchange currently receives 30 - 50 reviews a month so you've got a great chance to win. Our Trustpilot feedback is important to us so please leave honest reviews so we can constantly improve our service.

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Please note that by entering, you are giving your permission to be contacted if you have won and if needed, full terms and conditions for the competition can be found here.
Q. Where do I let you know my suggestions and feedback?
We love hearing from our customers on what you want next from Designer Exchange. Think we should open a shop near you? Got an idea for a brand collaboration? Want to raise some feedback from a service or product? Simply email designerexchange.wecare@webuy.com and a member of the Customer Services Department will respond as soon as possible.

Designer Exchange will only contact you to fulfil our business obligations to you, or if you have opted in to receive our emails. Under the GDPR laws, you have the right to erasure. If you wish for Designer Exchange to delete any information in regard to yourself that we hold in our systems, please email privacy@webuy.com to make a request.