This page is being regularly updated as new information becomes available. Last updated: 15/07/2020.
Welcome back! We’re delighted to have had you back shopping safely in-store since our reopening on 15th June. Your shopping experience may look a little difference than usual; however, we endeavour to provide you with our famous Fenwick service.
For the safety of customers and colleagues alike, all our nine stores undergo regular, intensive cleaning both front and back of house, with new social distancing measures implemented and hand sanitiser easily accessible throughout.
Our hosts will greet you as you arrive and explain our new system in operation. Sales advisors are also on-hand to assist customers with purchases throughout the store.
We’re delighted to have now also reopened some of our restaurants, cafés, fitting rooms and beauty services. To find out more, see our FAQs below. For tailored information about your local Fenwick, take a look at our individual store pages.
Are you reopening fitting rooms?
Great news! We’ll be opening up some fitting rooms in most stores (excluding Bond Street). Initially a small number of fitting rooms will be open, depending on store layout and our ability to adhere to social distancing guidelines. Check out your local store’s COVID-19 page to see if and when the store’s fitting rooms are reopening.
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. For customer and colleague safety, we have a clearly marked queue for fitting rooms to allow for social distancing.
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.
All stools and chairs have been removed from the cubicles and any communal areas to avoid any unnecessary contamination.
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 at least 48 hours.
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.
Are all restaurants opening?
We’re pleased to be opening some of our restaurants throughout July. To see which restaurants will be opening and when in your local Fenwick store, check out the individual store pages listed below.
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 in all outlets. If your party is larger than six people, we will ask that you split into separate tables and remain at those tables throughout the meal. This helps us maintain social distancing and ensure we are within the guidelines set by the government. We have also set up one way systems to manage customer and colleague flow.
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.
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.
Do you have to book?
For full-service restaurants, 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.
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.
Will all employees be wearing masks?
Front of house colleagues wear face visors and kitchen colleagues will wear face covering in the form of a disposable surgical mask.
Do customers need to wear masks?
In accordance with government guidelines, from 24th July customers will be required to wear a mask in-store and until seated.Restaurant Information
When will the stores be reopening?
All nine Fenwick stores reopened on 15th June 2020.
Will your store opening hours be same as previous?
Initially, all of our stores will be operating with amended hours. Please visit your local store’s page for updated hours.
What protective measures have you put in place in-store?
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 and 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”.
Hand sanitiser will be easily accessible to all throughout the store and located at every till point.
All sales advisors will be provided with clear visors and there will be clear screens in place to protect customers and colleagues.
In children’s and toy departments, there will not be any toys out on display to try or play with.
Will you ask customers to wear masks?
In accordance with government guidelines, from 24th July customers will be required to wear a mask in-store.
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.
Will restaurants and cafes be open?
Yes, some of our restaurants and cafés have opened. See our individual store pages to find out more about your local store.
Will beauty treatments, services and beauty rooms be open?
We are currently able to offer limited hair and nail beauty treatments. See our individual store pages to find out more about your local store.
What happens to returned items?
Clothing will be steamed thoroughly and returned to the shop floor. All other items will be 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.
Are you doing furniture deliveries and delivery of large items?
Working with our delivery specialists, we are currently able to offer a delivery service from our Newcastle, Kingston (Bentalls), Brent Cross, Colchester and Canterbury stores. We will deliver to the room of your choice or, if you prefer, deliver to your doorstep. Due to COVID-19, our home deliveries will be carried out slightly differently to ensure the safety of yourselves and the delivery drivers. They will be provided with PPE and hand sanitiser whilst regular cleaning of the vans and equipment will be carried out. We would like to make sure that we are following the two metre social distancing measures and ask that customers stand outside their home whilst the delivery specialists are inside. To find out more information, take a look at our delivery page.Delivery Information
To find out more information about your local store, including store specific FAQs and updated floor plans, please click your relevant store’s link below:
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 recieve my order?
Due to a high volume of orders received since the website reopened our estimated delivery time for new orders is 5 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.
Changed your mind? Not quite right? Don’t worry, we understand. You can return your online purchase for FREE up to 28 days from delivery using the returns label included in your parcel.
Please note, online orders cannot be returned to store.
Our website courier, DPD, has the following update:
DPD continues to implement new plans in response to the Coronavirus situation in the UK following advice issued by HM Government.
With immediate effect, we will no longer ask customers to sign our handheld units and instead our drivers will sign it on their behalf. We will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit.
With this new process, you will still get your full track and trace functionality, giving you complete visibility of all your parcels. This now forms our proof of delivery process for all deliveries until further notice.
Our Customer Service Team are working remotely to help slow the spread of the Coronavirus, in line with government advice. If you need help and are unable to find an answer above, you can contact us via our Contact Us Form or our Live Chat.