Help and FAQ

At The Design Emporium, our aim is to give you unrivalled customer care to match the quality of items on offer. We are here to help.

Our Sales and Membership Information

How long does each timed event last?
Each sale lasts for a limited period as indicated on the website, although due to limited quantities items may sell out sooner.  Be careful not to miss out! 

How can I be sure your products are authentic?
As an authorised online distributor for the products we sell, we can guarantee that everything sold on The Design Emporium is 100% genuine. Our experienced and well-connected buyers deal directly with brands or their authorised agents. Original packaging and tags will be included wherever possible.

What does membership cost?
Membership to The Design Emporium is absolutely free.

How can I invite a friend?
Click on the Refer a Friend logo on the bottom banner, and fill in the form with as many signatures as you like.  We like to say thank you with 10% off your next purchase, and if one of your friends goes on to order you receive a complimentary luxury candle as a gift.

What if I’ve forgotten my login details?
In the first instance, please check the confirmation email you were sent when you first registered.  We encourage you to immediately log on and change your password.

How do I change my password?
Logon with the automatically generated password you would have received with your registration email. Click on 'My Profile', click on click on Account Information, and change your password as prompted.  There is also a “Forgot your password?” button on the login page.

How do I amend my profile?
Click on the “My Profile” button at the top of the site. You can amend your details there.

How do I cancel my membership?
We are sorry you want to cancel your membership. We hope you have enjoyed being a part of The Design Emporium and have benefited from our amazing deals. To cancel your membership, please contact Customer Care on: contact@thedesignemporium.co.uk. We would value your feedback, if you want to share it with us, so do please mention why you are leaving us.

How do I update my email preferences?
To update your email preferences choose ‘MY ACCOUNT’ on the top menu bar. Choose the ‘PROFILE’ tab, then click on the ‘EDIT’ box next to your email address and enter your new email address. There is a “View Profile” button at the top of the site. You can amend your email there. You can also amend your email preferences by following the link at the bottom of our daily emails.

How do I report a technical problem I've experienced on the site?
If you are experiencing technical difficulties, please bear with us. If the problem persists please contact us: technicalsupport@thedesignemporium.co.uk

Orders and Payments

How do I place an order?
After you have decided which item(s) to purchase, place an order by clicking ‘ADD TO BASKET’. When you have completed your shopping experience, click on ‘BASKET’ – both of which you will find at the top right hand of your screen. Your basket is linked to a timer, allowing you 15 minutes to complete your shopping experience. If you add further items to your basket, this will reset the timer again to 15 minutes. If you do not, or if you do not complete your order payment, your items will be returned to the sale and there is no guarantee they will be available again. We use this timer method to ensure fairness to all members. You can only order online, we do not accept orders by phone or post. Follow the simple instructions on the checkout pages to complete your order.
 
How many products are available?
As with any other sale we have a finite amount of products available, which is why you have to get to a sale quickly. Exact quantities vary but stocks are limited. Sold out products can be identified by the ‘SOLD OUT’ overlay on the item image.

What does it mean when an item says someone has it on 'hold'?
When you add an item to your basket is automatically goes on hold for 15 minutes, giving you time to proceed with your purchase. If someone has added an item to their basket but does not proceed to purchase, the item will become available again for others to buy. This is not an advance reservation service, and The Design Emporium operates on a first come, first served basis only.

What payment methods are accepted?
We accept most major credit and debit cards provided you also enter the 3-digit security code on the back of the card. We accept Visa, Mastercard, Electron, Visa debit, Maestro and Solo.  To ensure payments on The Design Emporium are secure, you may be asked to provide extra security information by your bank. If your card is enrolled with a scheme such as Mastercard Secure Code or Verified by Visa simply follow the onscreen instructions.

I have an order enquiry.  How do I contact you?
Please email us on: contact@thedesignemporium.co.uk.  If it is an emergency, you may call our Customer Care team on 0207 498 8561.

Does The Design Emporium offer gift vouchers?
Unfortunately at the moment, The Design Emporium does not offer gift vouchers.

I have a Promotional Code/Vouchers. How do I use it?
Occasionally, The Design Emporium will issue promotional codes offering additional money or a percentage off all sales or certain sales. It is important to check the promotional code/voucher's specific terms and conditions to ensure that you can use it for your purchase.  Promotional codes may not be available for use by all members.  Make sure you enter your code in the appropriate box when you check out, and select 'Add' to apply it to your order. You'll then see the new discounted total for your order.
We will occasionally post promotional codes and vouchers on The Design Emporium’s Facebook and Twitter pages, so do check in often.

Why does my promotional code not work?
Make sure that you have entered the code correctly at checkout. If it still does not work, it may have expired, only be available for certain members/new members or only be usable with certain products or sales. Be sure to take note of any conditions attached to a code. The Design Emporium does not place codes on 'money saving' websites, as codes are for the benefit of our select members. Codes found on such sites are unlikely to work, as most of these will have expired or will only be usable by certain people. If you still can't determine why your code doesn't work, contact our customer services team.

Can I use more than one Promotional Code or voucher on the same order?
Unfortunately not.  Only one Promotional Code is permitted per order.

How long are Promotional Codes valid for?
The validity of Promotional Codes can vary, so check the terms and conditions carefully when you receive a promotional code.

Can I use my promotional code for any item I like?
Some codes may only be applicable to particular sales or items, but if this will be stated when you receive the code.

Can I pre-order/reserve products?
It is not possible to pre-order or reserve products. Items are only available when a sale has opened. You can browse items when a sale is in preview, but must wait until a sale is open before purchasing.  Items are sold on a first come first served basis, so remember to check in often.
We do offer a sourcing service for items not on display, please contact us at findme@thedesignemporium.co.uk and we will do our best to assist you.

Can I order a product that is no longer listed on the site? 
Unfortunately not on the site.   However, please feel free to contact our team at findme@thedesignemporium.co.uk, and our buying team may be able to assist you. 

Can I add items from different sales into one order?
Yes. You can add items from as many sales as you like so long as they are open at the same time, although you have to be quick! You have a limited amount of time (15 minutes) to buy your product before you lose it from your shopping basket and it goes back in the sale. This time is shown at the top right hand corner of your shopping basket.

How will I know you received my order and when will payment be deducted?
Your payment will be processed as soon as your order is completed and funds will typically be taken from your account within 3 working days.  You will receive an email from us acknowledging that we have received your Order(s). Please note that this does not mean that your Order(s) have been accepted. Your Order constitutes an offer to us, as agent on behalf of a Merchant, to buy Goods. All orders are subject to acceptance by the Merchant, and the Merchant will confirm acceptance by sending you an email that confirms that the Goods ordered have been dispatched . The contract between you and the Merchant will only be formed when the Merchant sends you the Dispatch Confirmation. Please refer to the full Terms & Conditions for further details. 

Is it possible to ship to a different address than my billing address?
Yes – either edit your account details in your address book and set the default billing and shipping addresses or complete an alternative address in the checkout.

Delivery Information

Please refer to our Shipping and Delivery page for full details. 

Returns and Cancellations

Please refer to our Returns Policy page for full details.

Tems and Conditions

Please see our full Terms and Conditions page for use of this site and for the Terms & Conditions for your membership which governs the order and sale of goods.

Privacy and Security

TLW Designs Ltd. is responsible for the www.thedesignemporium.co.uk website and is committed to protecting your privacy and security. Please see our full Privacy Policy page for details about how we meet this commitment.

Corporate Information

I am a high end design brand, how do I become a design partner to The Design Emporium?
We are always keen to hear about you and your brand.  

Please contact our buying team by emailing us at designers@thedesignemporium.co.uk or call us on 0207 498 8561 to speak with one of our experienced buyers and discuss whether we are suitable for each other.

I have a press enquiry, who do I contact?
Please email Bernie Muir at press@thedesignemporium.co.uk

I am interested in working for The Design Emporium, who should I contact?
We are always looking for talented and passionate individuals to join us, and we would be delighted to hear from you. Please view the Careers page for further details.

Lines are open from 9am – 6pm Monday to Saturday, except bank holidays.