Questions Answered
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Can I open a Fenwick Account Card? Yes you can. Please come to Customer Services on Level 3 where a member of staff will be happy to assist you further.
Do you have an Alteration Service? We offer an alteration service for items purchased within the store. Please ask our sales staff for more details.
Do you have a Baby Changing facility? Our Baby Changing facilities are located on Level 3 adjacent to the Ladies Toilets
Disabled Access - What disabled facilities are available? Fenwick is committed to providing an exciting shopping experience to all our customers. Fenwick has lifts to enable easy access to each floor. In conjunction with Brent Cross Shopping Centre a mobility shop is available to all our customers free of charge to help assist with all needs. For further details please contact Mobility at Brent Cross Shopping Centre on 020 8457 4070
Gift Vouchers - Where can I purchase Fenwick Gift Vouchers? Fenwick Gift Vouchers can be purchased at Customer Services on Level 3. Fenwick Gift Vouchers can be used in all departments within the store. It cannot be exchanged for cash or used for making Fenwick account card payments.
Lost Property - I think I may have left something in store? If an item has been found or handed in it will be passed to Customer Service Desk on Level 3 for secure storage for one month. Call us on 020 8202 8200 and ask for Lost Property.
VAT Refund - How do I claim VAT back on my purchases? Providing that you live outside the EU, and are planning to take your puchases out of the EU within three months, you can fill in a VAT form at the Customer Service Desk on Level 3. You must spend a total of £50 or more to qualify for a VAT refund. VAT cannot be claimed on Childrenswear, Catering or Food Gift Items. The form must be completed in store and not at the airport on departure. On leaving the UK, Customs will expect you to have your purchases ready to show them. They will then validate your form, and your refund will be issued (either in cash or directly onto your card, or into your bank account)
Customer Enquiries - If I have general enquiry, who do I contact? You are able to email Fenwick on brentcross.enquiries@fenwick.co.uk with any questions you have. Please ensure that you provide a day time contact telephone number for our Customer Service Manager to respond. If you would prefer to speak to someone in person please call the store on 020 8202 8200 and ask for the Customer Service Manager.
Beauty - what treatments do you offer? Fenwick offers a wide variety of services across both Beauty and Skincare.
Customer Collections - Do you have an area where I can pick up my goods? We offer the customer a pick up service for any goods purchased. The Customer Collection point is located
Do you have a Personal Shopping service? Fenwick offers a free Personal Shopping Service which is located on Level 2. To make an appointment please call 020 8732 8191 or e-mail brx.personalshopping@fenwick.co.uk
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