Questions Answered

What are your opening times?

Monday: 9.00am - 5.30pm
Tuesday: 9.00am - 5.30pm
Wednesday: 9.00am - 5.30pm
Thursday: 9.00am - 7.00pm
Friday: 9.00am - 6.00pm
Saturday: 9.00am - 6.00pm
Sunday: 11.00am - 5.00pm

What is your postal/email address?

Fenwick Canterbury
St George's Street
Canterbury
Kent
CT1 2TB

canterbury.enquiries@fenwick.co.uk

How do I get to the store?

We are in the centre of the city on St George's Street. Canterbury city centre is largely pedestrianised and has no on-street parking.

Can I park nearby?

There are two car parks at Watling Street but Park & Ride is a good option.

How do I apply for a Fenwick store card?

Visit Customer Services on the third floor, bringing with you two forms of identification, e.g. a valid passport and a credit card. It will take approximately two weeks to process your application. Store card queries: 01227 766866.  Click here for more information

Can I get interest free credit?

Furniture, carpet and rug purchases over £1,500 are offered 24 months interest free credit. Purchases of £750 are available on a 12 month terms. Electrical purchases over £300 are offered on 12 months interest free credit. Purchases over £150 are available on a 6 month term. Please ask in-store for more details. Terms and conditions apply.

Do you sell gift cards/vouchers?

Yes. Fenwick Gift Cards can be purchased from Customer Services on the third floor. Gift Cards are available from £1 upwards. Please ask a member of staff for details. Click here for more information

What is your Returns Policy?

Please return the item to the department from which it was purchased. We are happy to offer an exchange or refund on goods purchased from a Fenwick store as long as the following conditions apply:

  • Goods must be returned within 28 days of purchase
  • The goods must be unused and in saleable condition
  • A valid receipt or proof of purchase must be provided
  • All original labels must be attached and packaging returned

For hygiene reasons, we do not accept returns of cosmetics, duvets, pillows, hosiery, pierced jewellery or personal grooming products.

Can I return an item by post?

We always suggest you bring the items back to the store in person. However, if this is not possible please return the item recorded delivery with a covering letter and proof of purchase. We cannot be held responsible for goods lost in transit. As long as the goods comply with our refund policy we will be happy to refund you in the same way as the original tender with the exception of cash refunds when a cheque will be issued.

How do I obtain a VAT refund?

Providing you live outside the EU and are planning to take your purchases out of the EU within three months, visit Customer Services on the third floor to fill in a VAT form. You’ll need to spend a total of £50 or more to qualify for a VAT refund. The form must be completed in store and not at Customs. On leaving the UK you must be prepared to show Customs your purchases. They will validate your form, your refund will be issued either in cash (up to the value of £1400) or directly onto your card or into your bank. A fee is chargeable by the VAT refund service provider.

Do you deliver?

We deliver furniture and large items free of charge within a wide area. Please ask for details when you make your purchase.

Can I collect my purchases by car?

Yes, from the entrance on Watling Street. Please ask in-store for details.

Do you have baby changing facilities?

Yes, on the second floor.

What facilities do you have for the disabled?

Wheelchair access is available through all entrances except for the steps from Carluccio's to the store. Lifts access to all floors. Our disabled toilet is on the second floor. We also offer disabled fitting rooms; please ask for their locations.

Do you offer a personal shopping service?

Yes. Click here for details of our store services.

Do you offer beauty treatments in store?

Click here for details of in-store services.

Do you make alterations?

Yes, for men and women. The shortening service is free to Fenwick cardholders.

Where is lost property?

If an item is found in store it will be passed to Customer Services on the third floor. Enquiries: 01227 766866.

Can I bring my dog to the store?

Guide dogs and hearing dogs are welcome.

Can you gift wrap my purchase?

We offer a free gift wrapping service for items that are boxed or fit into our standard gift wrapping boxes. We are unable to gift wrap items with an unusual shape.

Can you add me to your mailing list?

Of course. Please click here to subscribe.

Do you have any job vacancies?

Click here for careers information

How do I make a complaint?

Please speak directly to the department of concern and they will be happy to help. If for any reason you remain dissatisfied, write to the Store Director, Fenwick Ltd, St Georges Street, Canterbury, Kent, CT1 2TB.