Q. Does Designer Exchange guarantee authenticity?
Yes, all of our items are guaranteed authentic. Before any item is bought in, it is thoroughly checked by one of our highly experienced authenticators.
Q. What type of items does Designer Exchange sell?
Designer Exchange sells handbags, clothing, footwear, small leather goods, sunglasses, watches, jewellery, and scarves.
Q. Which brands does Designer Exchange sell?
We sell: Acne, Alaia, Alberta Ferretti, Alexander McQueen, Alexander Wang, Altuzarra, Amanda Wakeley, Aquascutum, Anya Hindmarch, Armani, Balenciaga, Balmain, Bottega Venetta, Bulgari, Burberry, Carolina Herrera, Cartier, Cédric Charlier, Céline, Chanel, Chloé, Chopard, Christian Dior, Christopher Kane, Christian Lacroix, Diane von Furstenberg, Dolce & Gabbana, Dries von Noten, Elie Saab, Emilio Pucci, Erdam, Ermanno Scervino, Etro, Fendi, Gianvitto Rossi, Giuseppe Zanotti, Givenchy, Goyard, Gucci, Helmut Lang, Hermès, Isabel Marant, Issey Miyake, Jean Paul Gaultier, Jil Sander, Jimmy Choo, Kenzo, Lanvin, Loewe, Louboutin, Louis Vuitton, Manolo Blahnik, Marni, Marc by Marc Jacobs, Marc Jacobs, MCM, Missoni, Moschino, Mui Mui, Mulberry, Nicholas Kirkwood, Off White, Oscar de la Renta, Paul Smith, Phillip Lim, Prada, Ray-Ban, Ralph Lauren, Red Valentino, Rick Owens, Roland Mouret, Saint Laurent, Salvatore Ferragamo, Stella McCartney, Stuart Weitzman, Tara Jarmon, Tiffany, Tods, Tom Ford, Tory Burch, The Row, Valentino, Van Cleef, Versace, Victoria Beckham, Vivienne Westwood, and Zimmermann.
Q. Are the items you sell hygenic?
All our items are pre-owned, however, all of our jewellery for piercings is thoroughly cleaned and sterilised before we place it on sale.
Q. How are 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 availability and demand.
Q. Why are some items priced above retail?
We sell a small amount of items at a premium as they may be rare or collectable.
Q. Does my purchase come with a warranty?
The following policy applies to all items, except watches. The watch policy is in the second paragraph.
Designer Exchange offers a 12-month warranty on all items. Please note, this warranty only covers the authenticity of the item and does not cover damage. Please refer to our returns policy and contact us within 14 days of receiving your items if you have any concerns regarding the condition.
Designer Exchange offers a 12-month warranty on watches alongside any remaining manufacturer's warranty it may also have. Should the watch stop working properly through no fault of the customer, then Designer Exchange shall repair it free of charge within 12 months of purchase.
This warranty covers manufacturing and mechanical defects only. It does not cover accidental damage, loss, theft, or deterioration. Any modification of a watch by third party companies will invalidate the warranty. For full details of this warranty, please ask in store.
Q. Are all of your in-store items avaliable to purchase online?
Yes, they are. However, our store staff take the photographs of all the items we buy in in-store as they receive them, before they are uploaded to our website. This means there will always be a delay of 24-48 hours for newly-purchased items appearing online as they undergo this process.
Q. Does Designer Exchange ship internationally?
Yes, we currently ship to several countries in Europe (see below).
Q. Which countries does Designer Exchange ship to?
Designer Exchange currently ships to the UK and Channel Islands (Jersey and Guernsey) and the following European countries: ROI, Spain, Portugal, France, Germany, Belgium, Norway, Denmark, Sweden, Austria, Finland, Italy, and the Netherlands. We hope to ship to more countries in the near future.
Q. What is the cost of delivery?
For orders from UK to UK, the delivery cost is £6.95. Deliveries from the UK to Europen countries are as follows:
The Netherlands: £18.50
Please note: these prices are subject to change, and that any additional customs/duties will be payable by the recipient.
Q. Which couriers does Designer Exchange use?
We currently use couriers DHL to ensure your items reach you safely and speedily.
Q. Can I track my order?
Yes, you can - a tracking number is provided on your dispatch email. Simply visit the DHL's website and put the number into the relevant field on their tracking page. Also, you will receive a notification text/email with a delivery date and estimated time when your parcel is on the way. You can reschedule the delivery, have it left with a neighbour, or change to collect it from a drop point.
Q. How long will it take to receive my order?
Orders that have been placed before 12pm will be delivered the next working day. For orders placed after 12pm, you will recieve it in two working days, excluding weekends, eg: if you place an order at 6pm on a Monday, you will receive it on the Wednesday. An order placed at 6pm on a Friday will be received on the following Tuesday.
Please note, deliveries times may be affected by bank holidays.
Q. Does Designer Exchange negotiate prices or have sales?
Prices are fixed at the amount indicated in-store and online as we have already purchased the items and don't work on consignment. We do not have sales, as we always aim to price reasonably.
Q. Does Designer Exchange offer layaway or part payment options?
Unfortunately, we don't offer layaway and only accept payment in full. As a company, we don't offer finance, however, if you chose to pay via PayPal, you can opt for PayPal finance at the checkout.
Q. What payment methods can I use to buy online?
You can choose to pay by card, PayPal, or with a Designer Exchange voucher.
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. (Please make sure you are running the latest operating system for your device, as older versions may not be able to display your voucher.)
Q. Can I purchase gift vouchers online?
Currently, you can only purchase gift vouchers in store
. The vouchers are valid forever and can be used in-store and online.
Q. Can I use my Designer Exchange gift vouchers on both the UK and the ES site?
You can only use vouchers in pound sterling on the UK site, and vouchers in euros on the ES. If you wish to purchase something on the ES site with a voucher of pound sterling or vice versa, please email us at email@example.com (for English-speakers) or firstname.lastname@example.org (for Spanish-speakers) and will we convert it for you. (Please note, we use the exchange rate of the day we convert the voucher.)
Q. You don't have the item I want in stock - can I go on a waiting list?
Currently, we can only add Hermès, Chanel, and LV items to our UK wish list.
To be added to the list, first ensure you have an online account with us, as we need your account's membership number to log your request. (If you don't have an account, please go to designerexchange.com, and click 'sign up'. Enter your email and choose a password.)
You can find your membership number in the 'profile' section of 'My Account'. Please then email email@example.com with as many details about the piece you are looking for such as model name, colour, material, size, and hardware colour. We will contact you if we get the item in stock.
Alternatively, you can visit any store
and speak to a member of staff. You will need a store account with us. To sign you up, we will need your name and a contact number or email, and will need to see your photo ID; we will record the ID number to you membership. Please let us know as many details about the piece you are looking for such as model name, colour, material, size, and hardware colour. We will contact you if we get the item in stock.
We hope to have a new system in place for all requests in the near future.
Q. How do I create an online account with Designer Exchange?
To create an account with us, go to our Designer Exchange site at designerexchange.com
and click 'Sign In'. Click 'Sign Up' on the pop up, and enter your first and surname, your email address and a password. Alternatively, you can sign in with Facebook - you will be asked for your Facebook login and password.
In order to purchase from us, you will need to fill in the 'My Account' section with your name, email address, address, and phone number. If you also would like to purchase items from our Spanish site
, you will need to set up a seperate account on the Spanish site (you can use the same email address if you wish.)
Q. Is my information secure?
Yes, 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.
Q. If I wish to delete my Designer Exchange account, and I don't want you to hold any existing personal information you may have on me, how do I do this?
Under the GDPR laws, you have the right to erasure. If you wish us to delete any information in regard to yourself that we hold in our systems, please email firstname.lastname@example.org to make a request.
Q. Will I be contacted in the future?
Designer Exchange will only contact you to fulfil our business obligations to you, or if you have opted in to receive our emails.
Q. Can I claim back the VAT on my purchase?
VAT was paid at the point when the item was originally purchased from the designer. 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.
Q. Can I cancel an order?
If you would like to cancel an order, you have until it is dispatched. To cancel, please email our Customer Services at email@example.com with your request, and include your order number.
If your order has already been dispatched, you can follow the refund procedure once you have received your items.
Q. What is your online returns policy?
If you wish to return items purchased from designerexchange.com, please let us know within 14 days of receiving your goods, by emailing us at firstname.lastname@example.org. You then have a further 14 days to return the items to us. Any accessories to the item - e.g: authenticity cards, dust bags, tags, and boxes supplied with your order - must be returned and unaltered. We reserve the right to issue only a part-refund if these items are missing or damaged. You must keep the returns hangtag on the items or your refund will not be processed.
You can return your items using one of these two options:
1) You can bring your items - along with your returns slip - to the Designer Exchange store most convenient for you [unless you are returning clothing or footwear, then please bring them along to the London stores only.) The store addresses are here
. We will check the condition of the goods, and that the returns hangtag has not been tampered with. We will then process your refund to the same method you originally used to pay. Once the refund is processed in store, you will receive confirmation by email. Voucher refunds will be issued the same day in an email that can be printed off - card and PayPal refunds may take up to 3 working days.
2) If you would like to post your returns to us, please first email us via our Customer Services at email@example.com to let us know. Please then send us your items using an insured and/or traceable method of transit, such as Royal Mail Special Delivery to any of our UK stores (unless you are returning clothing or footwear, then please post to the Chelsea store only). All of the store addresses are here
. Unfortunately, Designer Exchange cannot cover the cost of returns. We kindly ask that you package your item and any accessories it came with (e.g: box, dust bag, authenticity cards, etc) in plenty of bubble wrap or tissue, and in a strong box to avoid damage during transit. Please note that prior to Designer Exchange receiving your items, any liability for loss or damage, etc, remains with you, the customer. Please include your returns slip with your reason for the return. Once Designer Exchange has received the items you would like to return, we will check the condition of the goods, and that the returns hangtag has not been tampered with. We will then process your refund and confirm by email. Voucher refunds will be issued the same day in an email that can be printed off - card and PayPal refunds may take up to 3 working days.
If for any reason we cannot accept your items to be refunded, we ask that you come to collect them - or arrange to have them collected by a courier - within 14 days of Designer Exchange having received them, otherwise they may be kept to be sold by Designer Exchange, or disposed of. If you find have items with us that has now exceeded 14 days, please contact us via firstname.lastname@example.org to let us know.
For international returns, either to UK or Spain
Please package the items in plenty of bubble wrap or tissue, and in a strong box to avoid damage during transit. Please send it via a courier of your choice to any of our stores - unless you are returning clothing or footwear, in which case, please ship to the London Chelsea store only. Please also note that watches and jewellery can be returned to UK stores only. All store addresses are here
. We apologise, but this cost must be covered by yourself.
Designer Exchange will only cover returns cost if there has been a mistake on the website in regard to the items description. If this is a matter of opinion, for disputes on things such as condition, colour, etc, the final decision will lie with the Designer Exchange. If you wish to return under the circumstances of a mistake, firstly please email one of our customer service departments on the emails below:
For correspondence in English, please email: email@example.com
For correspondence in Spanish, please email: firstname.lastname@example.org
Please note, we have English or Spanish speakers only.
Please also note, the in-store refund policy differs from the above.
Q. Can I return my purchase to the Spanish store if I purchased it from a UK store and vice versa?
Yes, you can return most items to whichever store is easiest for you, but please note, clothing and footwear can only be posted to our London Chelsea store, and jewellery and watches can only be returned to our UK stores. Our store addresses are here
Please let us know if you wish to return to a store in a different country from the one purchased from by emailing us at email@example.com (for English-speakers) or firstname.lastname@example.org (for Spanish-speakers) as it will speed up the returns process.
Q. What is the hangtag?
We attach a hangtag to every item that we sell, which will not cause any damage. This hangtag is easy to remove with scissors and is not re-attachable. If you wish to return an item for whatever reason, the hangtag must still be attached.