Discover our Concierge Service

COVID-19 Update

 

This page is being regularly updated as new information becomes available. Last updated: 27/11/2020.

 

Welcoming you into store is always a pleasure, and we look forward to providing you with the wonderful Fenwick service you know and love.

When will the stores be re-opening?

In accordance with government guidelines, stores will open on Wednesday 2nd December. The safety of our customers, our teams and our local communities is our absolute priority. We thank you for your incredible ongoing support and look forward to welcoming you back in store.

Will all Fenwick stores be re-opening?

Yes, all Fenwick stores will open on Wednesday 2nd December.

Will your store opening hours be the same as before?

All stores will be open with extended opening hours from Wednesday 2nd December and throughout the festive season. Please refer to your local store page for further information.

What measures have been put in place to make the stores COVID-19 secure?

We have worked diligently to ensure that our stores are compliant with government guidelines. The number of people in the store at any time will be carefully managed, and each door has been designated as either an entry or an exit. Some doors will be closed completely.

A one-way system for each store has been planned which will be clearly marked out on the floor, but customers will be able to ‘step off’ the path to browse. This has been dubbed the “Fenwick Green Road”.

Social distancing rules are to be strictly adhered to throughout the store. On our beauty counters, customers should ask colleagues for assistance, and they will be happy to help with requests while maintaining an appropriate distance.

In accordance with government guidance, face coverings are now mandatory in store for all customers and colleagues. Where a colleague is not wearing a mask, it is due to them being medically exempt from doing so. Screens are also in place throughout the store to protect customers and colleagues.

Hand sanitiser will be easily accessible to all throughout the store and located at every till point.

Lifts will only be accessible for customers in wheelchairs, those with mobility issues who have difficulty using escalators, buggies and for a small number of people at a time providing they all come from the same household or bubble.

In children’s and toy departments, there will not be any toys out on display to try or play with.

 

Will customers and colleagues be wearing a face mask?

In accordance with government guidance, face coverings are now mandatory in store for all customers and colleagues. Where a colleague is not wearing a mask, it is due to them being medically exempt from doing so.

Will you be checking the temperature of colleagues and customers? 

There are no plans to do this currently.

How will you ensure the store is clean? 

We have undertaken extensive cleaning before re-opening and the store will be frequently and regularly cleaned during opening hours, after closing and before re-opening again.

Will toilets be open?

Yes, some toilets will be open in all stores.

What do I do if I need to return something?

You will be able to return any purchases made on or after Friday 9th October, for a period of 28 days once our stores re-open. All other usual terms and conditions apply.

What happens to returned items?

All items are quarantined for 48 hours before being returned to the shop floor.

How can I pay?

Please pay by contactless or card whenever possible. All payment pads will be regularly and frequently cleaned.

 

 

Restaurants

 

 

 

Are restaurants and cafes open?

In accordance with current government guidelines, restaurants and cafes within stores located in areas under Tier 2 restrictions will remain open. As per government guidance, customers using these should only do so with members of their household or support bubble and to assist NHS Test and Trace, all customers must wear a face mask until they are seated unless medically exempt from doing so and will need to check-in via the new NHS COVID-19 app or via a manual option.

Restaurants and cafes within stores placed in to Tier 3 by the government will not be open but some will be operating a takeaway service. Please refer to your local store page for further information.

What social distancing measures are in place?

Tables are spaced at least 1 metre apart and table sizes will be limited to no more than six people from one household or support bubble in all outlets in line with current government guidance. We have also set up one-way systems to manage customer and colleague flow.

Do you have to book?

For full-service restaurants that remain open, such as Fuego, booking is strongly recommended. Walk ups will still be taken but any waiting will be done remotely via our virtual queue and call back system.

How will you make sure numbers are managed?

Full-service restaurants will operate on a reservation only basis, with walk-ups being managed by a virtual queue and call back system. Family restaurants will be managed by a door host who will control flow and queue.

Is it table service only?

As per government guidance all family service restaurants will now become table service only which includes the ordering of drinks and food.  Customers will be directed or select a table within the restaurant, menus are either paper disposable or wipe clean and sanitised between us.  The food and drinks order will be taken by a restaurant colleague.  All cutlery and condiments will be provided after the food and drinks order has been taken.  Payment will be taken via a PDQ machine or at the till point with social distancing maintained.

How are you managing Test and Trace?

As per current government guidance and to assist NHS Test and Trace, all customers will need to check in on entry to our restaurants and cafés via the new COVID-19 NHS app or via a manual option.

Will there be screens between tables?

No. We have used screens where appropriate (for example, between pizza kitchens and restaurants) however we have arranged the tables to allow for social distancing between groups.

Do customers need to wear masks?

In accordance with government guidelines, customers will be required to wear a mask in-store and until seated unless exempt on medical grounds.

Will all colleagues be wearing masks?

Front of house colleagues will wear a face mask and kitchen colleagues will wear a face covering in the form of a disposable surgical mask. Where a colleague is not wearing a mask, it is due to them being medically exempt from doing so.

Will it be a full menu in each restaurant?

We will be offering a limited menu of favourite dishes initially with the aim to move to a full menu as and when we can.

 

 

Beauty Services

 

 

 

Will beauty treatments, services and beauty rooms be open?

We are currently able to offer limited hair, nail and beauty treatments. As per government guidance and to assist NHS Test and Trace, all customers who have booked a beauty treatment or service must wear a face mask unless medically exempt from doing so and will need to check-in via the new NHS COVID-19 app or via a manual option. Please visit your local store’s page for more information.

 

 

Fitting Rooms

 

 

 

Are fitting rooms open?

A number of our fitting rooms are open. The location of these is dependent on store layout and our ability to adhere to social distancing guidelines. Our sales advisors will be on-hand to offer advice and expertise at a safe distance and to manage the customer flow within the fitting rooms to prevent them from becoming over-crowded. Customers wishing to try on accessories such as hats or sunglasses should speak to a sales advisor for assistance.

Are the fitting rooms just walk in as they were before? How will you manage queues?

Our sales advisors will be on-hand to help and manage the customer flow within the changing rooms to prevent them from becoming over-crowded and will be on hand to offer advice and expertise at a safe distance. For customer and colleague safety, we have a clearly marked queue for fitting rooms to allow for social distancing. All stools and chairs have been removed from the cubicles and any communal areas to avoid any unnecessary contamination.

How will fitting rooms be cleaned?

We will carry out thorough cleaning of the fitting rooms between each use with a particular focus on key touchpoints i.e. locks, doors, handrail, garment hooks, mirrors. Fitting rooms will have readily available hand sanitiser for use by customers and colleagues.

What happens to the clothes once they have been tried on?

After trying on the clothing, if you decide that you do not want to purchase the item, it will be placed in a clearly marked quarantine area and will remain in quarantine for 48 hours or treated with UVC light.

How many items can I try at a time?

In most stores the limit is three items although, some with more space will permit five.

Can I try shoes on?

Yes, you may try shoes on within the shoe department. We will provide a single use pop sock.

 

 

 

Deliveries

 

 

 

Are you currently delivering furniture and large items?

During the current climate, we have ensured that we can carry out home deliveries safely. Working with our delivery specialists, we are currently offering a home delivery to the room of your choice. They will be provided with PPE and hand sanitiser whilst regular cleaning of the vans and equipment will be carried out.

To ensure that deliveries are entirely non-contact, we ask that one hour before the scheduled delivery time customers open windows in the room where the order will be placed and along the access route to the room. We also request that you either stand outside your home while our delivery specialists are inside or maintain at least a 2-metre distance from each member of the delivery team.

Most importantly, we ask that you confirm that neither you nor anyone in your household has any of the symptoms of COVID-19 listed on the NHS website.

If you prefer, we can deliver your order to your doorstep instead. In this case, it's likely that your order will require two people to lift and carry it into your home along with some self-assembly and disposal of packaging.

Please note that we will not be able to collect or dispose of old, unwanted furniture.

Applicable from purchases made in-store from: Brent Cross, Canterbury, Colchester, Kingston and Newcastle.

Delivery Information

 

 

 

 

Remote Shopping Services

 

 

 

How do I continue to shop remotely?

The Fenwick online shop fenwick.co.uk remains open with an ever-increasing number of products added to the site regularly. The Fenwick Concierge Service will also continue to operate once the stores have re-opened as will the Call and Collect Service. Please find details here.


 

 

Website Queries

 

 

Who should I talk to if I have a query?

You can get in touch with us by visiting our Contact Us page or accessing our Live Chat facility. All our customer service team are working remotely so cannot be contacted by telephone.

How long will it take to receive my order?

Due to a high volume of orders received since the website reopened our estimated delivery time for new orders is 8 to 10 working days from the date the order was placed. Our volunteer teams are working hard to meet this level of service.

Can I still use my gift card?

We're unable to accept gift cards online at the moment. However all our gift cards have an expiry date of two years, if your card is approaching the expiry date we will extend this for you so you're able to use your card now that the stores have reopen.

I bought an item I'd like to return.

You can return your online purchase for free up to 28 days from delivery using the returns label included in your parcel.

 

 


Christmas Experience COVID-19 FAQ’s

 

 

 

Are Santa events still taking place?

Following updated government guidance, we are working through what this means for customers who had pre-booked Newcastle Santa experiences tickets between 3rd-15th December. We want to deliver a magical Christmas to as many people as possible, whilst ensuring the health and safety of our colleagues and customers. Please bear with us as we finalise plans, and rest assured that these will be communicated with affected ticket holders as soon as possible. Thank you.

In accordance with current government guidance, all pre-booked Fenwick Colchester & Bentalls Kingston Santa experiences are able to go ahead as planned. Should this situation change we will update affected ticket holders accordingly. We look forward to welcoming you safely into store.

Where can I get updates on upcoming event dates?

To stay up to date with the latest news please check our website, sign up to our email newsletter and follow our social channels.

What social distancing measures will be in place to keep customers safe?

The safety and wellbeing of our customers, Santa and his elves remains our priority and we have been working to find a balance between offering the much-loved experience you expect from us whilst implementing health and safety procedures in line with current government guidance.

The number of customers enjoying the experience will be carefully managed, therefore ticket capacity will be reduced by 40% to allow for social distancing and we have changed the way in which tickets are sold to ensure that only one family or bubble (maximum of 6) occupy a single time slot.

Tables in our restaurants and cafés are spaced at least 1 metre apart and table sizes will be limited to no more than six people.

We have also set up one-way systems to manage customer flows, installed directional signage and have designated entry and exit points to the experience.

We kindly ask that you arrive no earlier than 5 minutes before your booking to maintain social distancing.

How will you ensure the Christmas experiences are cleaned?

We have undertaken an extensive cleaning programme of the Christmas Grotto and Restaurants before opening.

The Christmas Grotto and Restaurants will be cleaned regularly before, during and after the experience is operating including key touchpoints.

Hand sanitiser will be easily accessible throughout the experience and Santa and his elves have access to hand-sanitiser and hand-washing facilities.

Will you ask customers to wear a face covering?

In accordance with government guidelines, customers are required to wear a face covering during their visit including up to the point of being seated for their restaurant reservation apart from those customers who are exempt from wearing one and children under the age of 11 years. Once a customer is seated in the restaurant, they do not need to wear this.

Will Santa and his elves be wearing a face covering?

Santa and his elves will be wearing a face mask in accordance with government guidelines.

Do I have to provide my contact details to assist with Track and Trace?

In line with government advice, the lead booking name will be required to provide their first and last names as well as contact details (contact telephone number or email address) to support NHS Track and Trace. This information will be retained at the Fenwick Ticketsource booking platform during online reservations and will be retained for 21 days. Please refer to the Fenwick Privacy Policy and the booking platform’s privacy platform for further details.

Will you be checking the temperature of customers?

There are no plans to do this currently.

What should I do if I or a member of my booking party are displaying symptoms?

If you or a member of your booking party is experiencing any symptoms of COVID-19 i.e. a high temperature, a new or continuous cough, or a loss or change to their sense of smell or taste, or within the last 14 days you have been caring for or living with someone diagnosed with COVID-19 or displaying symptoms of COVID-19, or have been advised to home quarantine because of exposure to COVID-19 we kindly request that you do not attend the Christmas experience or visit the store.

This year we have also implemented an additional COVID-19 Refund Policy. This enables customers to obtain a full refund up until the day of the event should they display COVID-19 symptoms, be subject to quarantine following COVID-19 contact, or if the event itself is cancelled due to lockdown or COVID-19 restrictions.

To obtain a refund please contact us at customerservice@fenwick.co.uk.

 

 

 

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