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 - 5.30pm
Friday: 9.00am - 6.00pm
Saturday: 9.00am - 6.00pm
Sunday: 11.00am - 5.00pm

What is your postal/email address?

Fenwick York
Coppergate Centre
York
YO1 9WY

yorkreception@fenwick.co.uk

How do I get to the store?

Fenwick York is located in the Coppergate Centre in the centre of York, home to the famous Jorvik Viking Centre.  York railway station is only a short walk away.

Can I park nearby?

There is an on-site multi-story car park.

Is there somewhere to eat/drink in store?

Yes. Click here for more details.

How do I apply for a Fenwick store card?

Visit Reception, 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. Queries: 01904 643322. Click here for more information.

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.

Do you offer a personal shopping service?

Yes. Click here for more information.

Do you offer beauty treatments in store?

Yes. Click here for more information.

What is your returns/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:

  • Full price goods must be returned within 28 days of purchase, reduced goods within 7 days.
  • 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 on cosmetics, duvets, pillows, hosiery, jewellery, swimwear or hats. Refunds will be made using the same method of payment as the original transaction. This does not affect your statutory rights.

Postal returns?

Wherever possible, we would encourage you to return the item in person, although we do understand that sometimes this is not possible. If you are making a return by post, please send a covering letter which includes your home address and telephone number. Providing the items returned fall within our refund policy (above_, we would refund your original tender. If you paid cash we will send you a cheque. Please address returned items to the relevant department within the store.

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.

Can I get interest free credit?

Yes. If you are spending over £200 you can spread the cost with 4 easy monthly payments - interest free*. Full terms and conditions in-store. Or call 01904 643322.

*0% APR subject to status.

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.

Do you do alterations?

We'll be happy to provide an alteration service for any item bought in the store. There is a small charge for this service.

Do you offer a wedding list service?

You can find more information on our Personal Shopping page, alternatively, if you would like to speak to someone please contact 01904 643 322 and we will be happy to help.

Do you deliver goods?

We can deliver to most destinations within the UK or abroad. Just ask any department for details of our mail order service.

Do you have baby changing facilities?

Our baby changing facilities are located on the first floor.

Do you have disabled facilities?

Access to the store is available through our ground floor entrance from the Coppergate Centre. The store can easily be accessed from the car park via a lift. We also have a disabled toilet located on the first floor.

If I have a complaint, where do I go?

We want to know if you are unhappy with any aspect of the store's service and would ask that you speak to the department concerned and they will be happy to help. If for any reason you remain dissatisfied, contact the store by phone, email or post and you will be put in touch with the relevant manager to resolve your problem. 

Do you have lost property?

When an item has been found or handed in, it will be taken to our Customer Services department, for a short period of time. Telephone the store on 01904 643 322 and ask for lost property.