In-Store Orders: If an item dropped off in-store does not pass our authentication process, we kindly ask that you collect it within 14 days of our notification. If we do not hear from you and the item remains uncollected after this timeframe, it will unfortunately be treated as abandoned goods and may be disposed of.
If you are unable to collect the item yourself and wish to send someone on your behalf, please provide written authorisation by emailing us via our support page here. In your email, please include the full name of the person collecting, the date and time of their visit, and the last four digits of their photographic ID so our team can verify them upon arrival. Please also confirm in the email that you will not hold Designer Exchange responsible for the item once it is handed over to your authorised representative.

Online Orders: If you sent your items in following an online quote and they unfortunately fail authentication, our team will contact you to arrange a return, usually at no additional cost. If you would prefer to collect the item in-store, please reach out via our support page here so we can make the necessary arrangements with the store team.