Any unwanted items must be in original, resalable condition with tags. Any refunds will include standard delivery charges you paid if applicable, but do not cover the cost of returning the items to us.

If the items in your order arrive damaged or faulty, please send us an email including photos and your order number. We will either arrange a collection for your items or email you a pre-paid returns label depending on the initial delivery method. Any return postage paid for by the customer will be refunded if it was for a faulty item or an error on our part.

Once your return is approved and the items have been received back at the Design Museum Shop, we will then process your exchange, or a refund if you prefer. Refunds will be processed and credited to your original method of payment within 14 days. Please note that it may take a further seven days for the refund transaction to be processed and appear in your account, depending on your payment issuer processing times.

To return an item by post, please follow these steps:

•    Email Us: To register your return, please send an email to onlineshop@designmuseum.org with your order number, the reason for your return if applicable, and whether you'd like a refund or an exchange. If it's an exchange, please specify what you'd like to exchange it for.

•    Package Your Items: Securely pack the items you're returning.

•    Include a Note: In the package, add your order number or receipt, the reason for your return if applicable, and whether you'd like a refund or an exchange. If it's an exchange, please specify what you'd like to exchange it for.

•    Send To:
the DESIGN MUSEUM Online Returns
224-238 Kensington High Street
London, W8 6AG
United Kingdom

•    Cost of Return: Unless items arrive faulty or damaged, customers are responsible for the cost of return postage.

•    Processing Time: Once we receive your return, we aim to process it within 7-10 working days.

•    Exchanges: If you've requested an exchange and the item is in stock, we'll dispatch it within the same timeframe as your original order. Please note that terms and conditions, such as price differences, may apply. E.g. you might either have to pay the difference, receive online shop credit for your next purchase, or be issued a refund.

•    Refunds: After return is processed and meets our refund criteria, your refund should be issued to the original payment method and appear in your account within 2-3 working days, depending on your issuer.

You can return or exchange your online order in person at the Design Museum Shop.

•    What to Bring: Please bring your order and a copy of your original receipt with you.

•    Location & Hours:

the DESIGN MUSEUM Shop
224 - 238 Kensington High Street
London UK, W8 6AG

Monday to Sunday: 10:00 AM – 4:45 PM.

•    Please Note: While you can perform exchanges directly in-store, we cannot issue immediate refunds for online purchases at the Shop tills. The online team will process your refund, so please allow some time for this. For example, if you visit us on a weekend, your refund will be processed by the online shop department during the following week.

For items purchased directly at the Design Museum Shop, we kindly request that you return them in person to the shop whenever possible.

Please bring your item and the original receipt with you for an exchange or refund within 28 days of the original purchase.

•    Location & Hours:

the DESIGN MUSEUM Shop
224 - 238 Kensington High Street
London UK, W8 6AG

Monday to Sunday: 10:00 AM – 4:45 PM.

•    If returning in-person isn't an option, please contact: instoreretail@designmuseum.org

While the online shop can facilitate exchanges for in-store orders, we are unable to process refunds for purchases made directly in the retail shop. For refunds on in-store purchases, the retail shop should be contacted directly at the email above.

To be eligible for a refund or exchange, all unwanted items must meet the following criteria:

•    Unworn and Unused: Items must be in their original, unused condition.

•    Original Packaging: Please return items in their original packaging.

•    Pristine Condition: Items must be in a re-saleable state.

•    Unless faulty.

Please be advised that, unless faulty, we cannot accept returns for items classed as sensitive products:

•    Pierced earrings, earphones, face coverings, hats, cosmetics, food, underwear, socks, and swim shorts for health and safety reasons.

•    CD's or DVD's that have been opened or unwrapped.

•    All products that are bespoke or made to order are non-returnable, for example print on demand clothing and posters, and framed pictures. Please check individual product pages for details.

Any Click & Collect orders that have not been collected within 14 days of being placed in our Atrium Shop will be cancelled and refunded to the original payment method unless you have contacted us to request an extension.

Returns, Exchanges, & Refunds terms and conditions remain the same for all orders outside of the UK but might vary on some international destinations, for more detailed information please contact our customer support team at:

•    onlineshop@designmuseum.org for Online order queries.

•    instoreretail@designmuseum.org for In-store purchase queries.

For answers to common questions, please visit our FAQs Page.