FREQUENTLY ASKED QUESTIONS
Q. How do you 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 item(s) will be sanitised before being packaged safely and securely then you will be provided with tracking information from 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
Read more...Q. What is the shipping cost and speed?
Usually if you order before 12pm Monday to Thursday then your item will arrive the next day and if you order after this time, your order will be delivered to you within 2 working days. However at the moment please allow a few extra days due to the small socially distant teams working to pack your orders.
Please note, delivery times may also be affected by bank holidays, national holidays & lockdowns. 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
Read more...Q. How do you buy from a Designer Exchange store?
COVID-19 UPDATE: All stores operating an appointment 'Drop & Collect' service. Please contact your local store to book an appointment. Designer Exchange stores are located in Knightsbridge, Kensington, Chelsea, Birmingham, Manchester and Leeds where we have a team of knowledgeable and friendly sales assistants in all the stores who can help or leave you to shop until you drop. Things have changed with COVID-19 so please read and respect the signs in the store outlining how shopping with Designer Exchange has changed.
Designer Exchange also has a store located in Madrid, Spain if you're feeling adventurous!
Read more...Q. How easy is it to sell to Designer Exchange?
Designer Exchange is proudly not a consignment store meaning you're paid you up front and directly for your designer items..
You need to be 13 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 and please note that at the moment Designer Exchange is not currently buying clothing and shoes
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
Read more...Q. What condition do your items need to be in?
Everything has a price and can be reused and loved again. However customer feedback over the years has given Designer Exchange refined knowledge for what level of condition customers are happy to buy pre-loved items in.
All the items Designer Exchange buys must be of a certain standard of quality however whatever can be purchased is. 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 is accepted.
Read more...Q. Which brands are traded?
Designer Exchange trades different brands ranging from customer favourites of Chanel, Hermes and Louis Vuitton to wardrobe classics from Balenciaga, Gucci and Prada. All the stores sell all product lines apart from clothing and shoes which can be found exclusively online and in the Chelsea store.
Click on the 'Read More' button below to see a breakdown of which brands are traded and in which stores.
Read more...Q. How are the prices determined?
Designer Exchange formulates 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.
The prices offered to 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 Hermès always give you the best margin as a customer possible. When you're quoted for your item, you'll be told your cash offer and exchange offer. The hardest part is then picking which option to go for.
Q. Are the items all authentic?
Designer Exchange stocks 3000+ items at any one time which have all been meticulously inspected by highly trained authenticators before being purchased and readied for sale. In-house experts are professionally trained to spot any and all inconsistencies. Designer Exchange 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. Designer Exchange does not cover damage or faults occurred after purchase.
Q. What is the returns policy?
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 Designer Exchange gives you a period to return your item should it not be what you're looking for after all.
Buying in-store? You currently have 48 hours to return the item back to voucher.
Buying online? You have 28 days to return the item for a full refund back to the way paid.
Extended Christmas returns promise: Items purchased between 2 - 24th December can be returned their items for a voucher or exchange until the 9th January.
Not all products can be returned to all Designer Exchange stores. If you have purchased a bag, accessory, piece of jewellery or a watch, it can be returned to ANY Designer Exchange store (just pick your closet store). However, if you have purchased clothing or shoes, it may only be returned to the Chelsea store. If unsure, please consult the list below for where you can return your items.
Please note, Designer Exchange currently does not accept returns from the 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.
Read more...Q. How do you request more pictures and information?
Designer Exchange stores fill in all the information you see about a product online however sometimes the store teams are a little busy with in-store customers and so the website is set up to show you at least the picture of the item even if the details are not yet filled in.
However, each product page has a 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.
COVID-19 UPDATE: Please note that if you have enquired about an item the store teams will not be able to take pictures or supply information for up to 5 working days.
Q. How do you create a wishlist?
If you have a certain product in mind that you don't see on the website, 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 you give your suggestions and feedback?
Designer Exchange would love to hear from you. Think Designer Exchange 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 business obligations to you, or if you have opted in to receive the 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 is held on the system, please email privacy@webuy.com to make a request.
Q. What Health and Safety measures does Designer Exchange have in place?
At Designer Exchange the health and wellbeing of both customers and employees is of utmost importance. With this in mind, and given the current situation with COVID-19 Designer Exchange wants to reassure you that this matter is taken very seriously and the health of both staff and customers is the number one priority.
Designer Exchange is closely following the developments around COVID-19 (coronavirus) and will take the necessary measures to keep staff and customers safe. The health and safety operating procedures are industry-leading and these include hygiene standards within the stores.
When visiting the stores, if you’re feeling unwell or have recently returned from an affected area, for the safety of everyone please stay at home.
In the meantime, please follow the NHS guidelines to avoid catching or spreading COVID-19:
- Wash your hands with soap and water often and do so for at least 20 seconds
- Always wash your hands when you get home or into work
- Use hand sanitiser gel if soap and water are not available (soap and water are more effective)
- Cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
- Put used tissues in the bin immediately and wash your hands afterwards
- Avoid close contact with people who are unwell
Thank you for all your support on this. You can continue to shop online and keep up to date via the newsletter and social channels.