Questions Answered

What are your opening times?

Monday: 9.00 am - 8.00 pm
Tuesday:
9.00 am - 8.00 pm
Wednesday:
9.00 am - 8.00 pm
Thursday:
9.00 am - 8.00 pm
Friday:
9.00 am - 8.00 pm
Saturday:
9.00 am - 7.00 pm
Sunday:
10.30 am - 5.00 pm

What is your postal/email address?

Fenwick Newcastle
39 Northumberland Street
Newcastle upon Tyne
NE99 1AR

newcastle.enquiries@fenwick.co.uk

Can I park nearby?

Eldon Square or Eldon Garden multi-storey car parks on Percy St.

How do I apply for a Fenwick store card?

Visit Customer Services on the second 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: 0191 2325100.  Click here for more information

Can I get interest free credit?

If you are spending over £200 anywhere in store you can spread the cost with 4 easy interest free monthly payments*.

If you are spending over £500 on furniture, carpets, TV & audio, large electricals, made to measure or the artroom you can take advantage of 12 months interest free credit*  

If you are purchasing furniture or carpets you can enjoy 24 months interest free credit when you spend over £1000*, 36 months interest free credit when you spend over £1500* or 48 months interest free credit when you spend over £2000*.

*0% APR. Subject to status and minimum spend on participating departments. See the Bureau for current limits and further details. Business accounts excluded, other exclusions apply. 

Do you sell gift cards/vouchers?

Yes. Fenwick Gift Cards can be purchased on every 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.

I am unable to return my goods to the store; what should I do?

We always suggest you bring the items back to the store in person but we understand in some cases this may not be possible. To return the goods please send them recorded delivery with a covering letter and proof of purchase as we cannot be held accountable for goods lost in transit. Providing 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, in which case a gift card 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 second 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.

Where do you deliver?

Home delivery is available for every item purchased. We offer free delivery within a 50 mile radius of the store. Please ask a member of staff for details. We can also post items anywhere in the UK. Please ring 0191 232 5100 for more details, or contact the department you wish to purchase from.

Are there any cash machines in the store?

There are two ATMs on the second floor.

Is there somewhere to eat/drink in store?

Yes. Click here for more information

Do you have baby changing facilities?

Yes, on the third floor, opposite the children's clothing department.

What facilities do you have for the disabled?

Disabled toilets are located on the first and third floor, we have lifts for easy access to each floor and wide walkways to provide ample use of a wheelchair. Parking in Eldon Square Multi-Storey Car Park allows you to walk straight in to Eldon Square providing convenient access to Fenwick. A free service is provided with motorised or manual wheelchairs. To find out more about this service please call 0191 261 6176.

Do you offer a personal shopper service?

Yes. Click here for information

Do you offer beauty treatments in store?

Yes. Click here for details of our spa services.

Do you offer Student discounts?

Selected concessions within the store offer students 10-20% student discounts.

Where is lost property?

If an item is found in store it will be passed to Customer Services on the second floor. Enquiries: 0191 2325100.

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 Customer Services Manager or contact the Customer Services team on 0191 232 5100.