Click and Collect

IMPORTANT NOTICE. The Design Museum Shop in-store click & collect service has been suspended until further notice because of the COVID-19 epidemic. Any existing click & collect orders as of noon Tuesday 17 March will be either posted to customers or held until the service reopens.

By choosing to pick up your order from the Design Museum Shop, you can shop online and collect your order at your convenience.

Please bring your order confirmation email and the card you used to make the purchase when you come to collect your order. Failure to provide proof of purchase and identity may result in your order not being released to you.

How much does the Click & Collect service cost?
Click & collect is free of charge.

Do you offer same day Click & Collect?
No, this is not available at the moment.

Can I Click & Collect from a local store?
No, you can only collect your order from the Design Museum Shop.

How do I place a Click & Collect order?
Add the products you'd like to buy to your basket. Select 'Store Pickup' and click the 'Checkout button'. Follow the checkout procedure as normal.

Will I be charged before I collect my order?
Your card or PayPal account will be charged at the time of placing the order.

How do I cancel my Click & Collect order?
If you wish to cancel your order, please contact onlineshop@designmuseum.org, quoting your order number stating you would like to cancel your order and you will be refunded in full.

I am unhappy with my purchase. How do I return it and what is the cost?
If you are unhappy with your purchase and wish to return it, please drop it off at the Design Museum Shop or post your order to: Design Museum Shop, 224 - 238 Kensington High Street, London W8 6AG. Once we have received your order you will be refunded the cost of the items, and the original postage if the items are faulty or damaged. Regrettably we are unable to refund return postage for unwanted items. 

Some of the items I ordered are damaged. How do I get a refund?
If one or more of the items in your order are damaged, please raise this with staff at the time of collection. If you only notice the damage at home, contact onlineshop@designmuseum.org, quoting your order number and describe the damage to the item. Please include photographs of the damage sustained including and damage to packaging. Return the damaged item/s to: Design Museum Shop, Retail Returns, 224 - 238 Kensington High Street, London W8 6AG. Once these are received you will be refunded in full for the price of the item/s and the return postage.

What happens once my order has been placed?
Our warehouse team locates the items ordered, and packs and transports them to the High Street shop ready for collection. An email confirming your that your order is ready for collection will be generated at this point.

Will I be notified when my order is ready for collection?
Yes. Once your order has been processed, you will receive an email saying your order is ready for collection.

When will my order be ready for collection?
Orders will normally be ready to collect the next day if ordered before 2pm the previous day. However, please wait until you have received the order collection email saying that your order is ready to collect before visiting the Design Museum Shop to avoid disappointment.

Click & collect orders placed on the weekend will only be processed the next working day and be available to pick-up from the following Tuesday.

What happens if something I have ordered is not available?
In these rare cases you will be informed in advance of collection if any items in your order are unavailable, and you will be offered an alternative. If you are not happy with the alternative then you will be issued a refund for the unavailable products.

What happens if I am unable to collect my order?
If you are not able to collect your order yourself, someone else can collect it on your behalf. However, please note that they will need a copy of your order confirmation email as well as the name of the receiver. These would need to be presented to our store staff when collecting the order.

Your order will be reserved for 10 days, after which period the items in your order will be returned to stock and a refund will be issued.

How will my order be packaged?
Your order will be presented in recyclable paper bags. Oversized items will be packaged to prevent any damage during transportation. 

What are the store opening times?
Orders can be collected, Monday to Sunday at the The Design Museum High Street Shop between 10:30am - 5:30pm.

Is there parking onsite or nearby?
The museum does not have a car park. Click on the link below for information about parking in Kensington

What if the items I ordered aren't as expected?
Please follow the standard returns policy for returning unwanted or damaged goods.