Refund policy

The Design Museum Shop wants you to be completely satisfied with your purchase. If for any reason you are unhappy with your order and want to return it and receive a refund, please email onlineshop@designmuseum.org and a member of our team will respond shortly.

How long do I have to return goods?

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charges but does not include the cost of returning the items.

How do I return unwanted items?

Please notify the Design Museum Shop of your intention to return any unwanted items. These need to be unused, in original packaging, and in pristine condition.

We do not offer pre-paid returns unless the item received was faulty or not as ordered. Please note that all return costs or exchange shipping fees are payable by you unless the return is made owing to a fault with the product, a mistake with the delivery, or an express agreement between us and you.

Once we receive your item(s), a refund including original order postage fees will be issued to the original means of payment (card or PayPal) when the items have been received back.

Please note: It may take a further seven days for the refund transaction to be processed and appear in your account. This does not affect your statutory rights.

Send the goods along with a copy of your order number to:
The Design Museum
Retail Returns
224-238 Kensington High Street
London, W8 6AG

Which items are exempt from a refund?

Unfortunately we cannot offer a refund on the following items unless they are faulty:

Pierced earrings, face covering, cosmetics and food, for health and safety reasons.
CD's or DVD's that have been opened or unwrapped.
All products that are made to order or have to be ordered specially, for example print on demand prints or clothing. Please check individual product pages for details.

What if the goods are faulty or damaged?

If an item or product arrives faulty, please contact the Design Museum Shop at onlineshop@designmuseum.org immediately so a refund or replacement can be dispatched asap. It would to email photographs of any damage to the product and its packaging (internal and external).

I am missing item(s) from my order, what now?

Occasionally items may be out of stock at the time you place your order, so when you receive the order please check the dispatch note that is included with the goods to see if any item(s) have been marked as out of stock. Any out of stock items will either be refunded or dispatched to you once stock has arrived. You will not be charged any additional postage costs and will in most cases be contacted separately by email to explain the situation and determine your preference for a refund or to wait for new stock.

Why has my order not been delivered and the tracking says returned to the Design Museum?

The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery, i.e. no-one was in to take delivery. Couriers and the postal service are often unable to leave goods without a signature. Orders returned back to the Design Museum Shop will be refunded unless they contain personalised items, in which case we will resend them out to you.  Customers will be contacted regarding any returned orders and further carriage costs may apply to re-send the order.

I have returned an item but I have not been refunded for it, what gives?

We aim to process all returns as quickly as possible, but can only do so once we have the returned item in hand. This depends on how long it takes to get to us, which is out of our control. Once received you should receive an email confirming your refund. We recommend items should be returned by a registered service as we cannot be responsible for any missing returned items.

I have returned an item for exchange. Why have I been refunded?

Your return will be refunded if we are unable to provide the item which you have requested (e.g. sold out) and we are unable to make contact with you.