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 - 8.00pm
Friday: 9.00am - 5.30pm
Saturday: 9.00am - 6.00pm
Sunday: 10.30am - 4.30pm

What is your postal/email address?

Fenwick Tunbridge Wells
Royal Victoria Place
Tunbridge Wells
Kent
TN1 2SR

tunbridgewells.enquiries@fenwick.co.uk

How do I get to the store?

We are part of the shopping centre at Royal Victoria Place.  Tunbridge Wells train station is a five-minute walk away.

Can I park nearby?

There is ample car parking within the centre, plus an extra 450 spaces in the Meadow Road Car Park opposite the store.

Is there somewhere to eat/drink in store?

Yes. Click here for more details.

How do I apply for a Fenwick store card?

Visit Customer Services on the first floor, bringing with you two forms of identification, e.g. a valid passport, current utility bill or driving license. It will take approximately two weeks to process your application. Queries: 01892 516716 extension 2231. Click here for more information

Do you sell gift cards/vouchers?

Yes. Fenwick Gift Cards can be purchased from the Men’s Luxury Accessories Department on the lower ground floor, the Jewellery Department on the upper ground floor and Customer Services on the first floor. Gift Cards are available from £1 upwards. 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:

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.

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 accountable 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 first 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.

How do I obtain a quote for an insurance claim for a stolen/damaged item purchased from Fenwick?

Contact the manager of the department from which you purchased the item. We will require the following information: details and full description of item, how much you paid for it, your name and address. We will then send you a written insurance quotation to use in your claim. Please allow 10 days for us to respond to your request.

Are there any cash machines in store?

Yes, there is an ATM on the first floor, by Customer Services.

Do you have baby changing facilities?

Yes, on the first floor, beyond the Linens department. 

What facilities do you have for the disabled?

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 space for wheelchairs, which can be hired from Shopmobility on level 4 of the Royal Victoria Shopping Centre.

Do you offer beauty treatments in store?

Click here for details of in-store services.

Do you make alterations?

Yes, we do offer an alterations service. Please ask a member of staff for assistance. Allow up to 10 days for completion. 

Can you add me to your mailing list?

Of course. Please click here to subscribe.

Where is lost property?

If an item is found in store it will be passed to Customer Services on the first floor. Enquiries: 01892 516716 ext 2231.

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 Managing Director, Fenwick Ltd, 101 Royal Victoria Place, Tunbridge Wells, Kent, TN1 2SR.