Questions Answered
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Account Card - How do I open a Fenwick Account?
Account Card - I have a query regarding my Fenwick Account – who should I speak to? If you have a query, please call the store direct on 01892 516716 and ask for Customer Services on extension 2231.
Alterations – can I get alterations done in Fenwick, Tunbridge Wells? Yes we do offer a personal alterations service. Simply ask a member of staff on the Fashion departments for assistance. Please allow a week to ten days for completion.
ATM’s – are any available in store? Yes, The ATM can be found be on the 1st floor, adjacent to Customer Services.
Baby changing - Where are the baby changing facilities in your store? Our baby changing facilities are found next to the public toilets on the 1st floor, just beyond the Linens department.
Beauty – do you do treatments in store? We have both a Clarins Spa and a Beauty Treatment Room on the lower ground floor.
Car park - Can I park at Fenwick? Fenwick is in the Royal Victoria Place shopping centre which has its own car park with ample parking facilities including mother and baby and disabled parking bays. Alternatively, you can park in the Meadow Road car park opposite the store.
Complaints - I have a complaint, who should I speak to? We would want to know if you have not been entirely happy with your experience at Fenwick Tunbridge Wells. We would recommend that you contact the Manager of the Department concerned who will be happy to help you. If you still feel dissatisfied, then please write to the Managing Director who will ensure your complaint is dealt with as efficiently and professionally as possible.
Disabled accessibility - What disabled facilities are available in your store? Fenwick is committed to providing an enjoyable shopping experience for all its customers. Car Parks on level 3 and 5 lead to the main entrances of the store and we have lifts for easy access to each floor. We have wide walkways to provide ample use of a wheelchair, which if required can be hired from Shopmobility within the Royal Victoria shopping centre on level 4 from the car park. The disabled toilet, payphone and ATM cash dispenser which are at a level suitable for those in a wheel chair, can be found on the first floor.
Lost property – I think I may have left an item in store, what do I do next? Contact Customer Services on 01892 516716 ext 2231.
Postal returns – I have an item I want to return by post, what do I do? We would always suggest you bring the item 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.
Payphones – do you have payphones in store? Yes we have a payphone on the 1st floor adjacent to the lift and Customer Services.
Refund Policy – what is the Fenwick Tunbridge Wells refund policy? We are happy to offer an exchange or refund on goods purchased from a Fenwick store as long as the following conditions apply:- For hygiene reasons, we do not accept returns of Cosmetics, Duvets, Pillows, Hosiery, Pierced Jewellery or Personal Grooming Products. Refunds will be made using the same method of payment as the original transaction. This does not affect your statutory rights.
VAT refund - How do I claim VAT back on my purchases? Providing that you live outside the EU, and are planning to take your purchases out of the EU within three months, you can fill in a VAT 407 form at the Customer Services Desk to take back with you.
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