COVID-19 Update

 

 

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

With the lifting of Covid restrictions on Monday 19 July, the safety of our customers, our teams and our local communities is still our absolute priority. We thank you for your incredible ongoing support and look forward to welcoming you in store. With the lifting of restrictions and social distancing requirements, the queue barriers at the entrances to our stores will be removed, with doors returning to provide both entry and exit to our stores.

All covid signage at store entrances and in store will be removed, including floor roundels, and limits on using our lifts.

We will continue to have a Host on the main doors of each store to welcome customers and we will continue to provide hand sanitiser at this point.

Perspex screens will remain in place at till points and if there is an adjacent till, this can now be used. Cash will be accepted as a payment tender. Hand sanitiser will be available at our till points and our regular cleaning of tills and counters will continue.

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

Are customers and colleagues wearing face coverings?

The safety of our customers and colleagues remains a top priority at Fenwick and we continue to follow government guidance closely. We are encouraging colleagues and customers to continue to wear face coverings and use hand sanitiser when visiting our stores.

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.

Are toilets open?

Yes, some toilets are open in all stores.

How can I pay?

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

 

 

Restaurants

 

 

 

Are all restaurants open?

In accordance with government guidance, all indoor Fenwick cafes and restaurants will open on Monday 17th May. Our full-service restaurants will offer table service and family restaurants will offer counter service as they are not selling alcohol. To assist NHS Test and Trace, all customers (aged 16 years and over) are required to check in on entry to our restaurants and cafes via the NHS Covid-19 app or via a manual option. Please visit your local store’s page for more information. 

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.

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 restaurant host who will control flow and queue.

How are you managing Test and Trace?

As per current government guidance and to assist NHS Test and Trace, all customers (aged 16 years or over) will need to check in on entry to our restaurants and cafés via the 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?

There is no longer a legal requirement for customers to wear a face covering in restaurants or cafes, however we are encouraging colleagues and customers to continue to wear face coverings and use hand sanitiser when visiting our stores.

Will all colleagues be wearing masks?

The wearing of face coverings for our front of house and back of house restaurant colleagues will continue in the short-term, given the close contact that occurs in the preparation and serving of food and drink. We feel this is important for customers dining in our restaurants and given the working environment for our colleagues. We will keep this under review.

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?

The majority of beauty services have now reopened; please contact your local store for further 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 are fitting rooms 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 clothing, if you decide that you do not want to purchase the item, it will be placed in a uvSaniCabinet and sanitised using 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.

Where can I get updates?

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


 

 

Website Queries

 

 

Who should I talk to if I have a query?

Our Customer Service team are available Monday-Friday 9-5.30pm. You can get in touch by visiting our Contact Us page or accessing our Live Chat facility.

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 once our stores 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.

 

 


Summer Rooftop Sessions COVID-19 FAQ’s

 

 

 

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

The safety and wellbeing of our customers and team members remains our priority and we will be implementing health and safety procedures in line with current government guidance at the time of the event.

The number of customers enjoying the experience will be carefully managed, tables on the rooftop are spaced at least 1 metre apart and table sizes will be limited to no more than six people or two households to a maximum party size of ten.

How will you ensure the space is cleaned?

The restaurant will be cleaned regularly before, during and after the event including key touchpoints. Hand sanitiser will be easily accessible in the restaurant and team members have access to hand-sanitiser and hand-washing facilities.

Is it table service only?

As per current government guidance, if the restaurant serves alcohol, table service is required.  Even if alcohol is not ordered, customers must order, be served, and eat and drink while seated.  Customers will be directed or select a table within the restaurant. Menus are either paper, disposable or wipe clean and sanitised between use.  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. 

Will you ask customers to wear a face covering?

If current government guidelines are still in force at the time of the event then 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 colleagues be wearing a face covering?

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.

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

If current government guidelines are still in force at the time of the event then to assist NHS Test and Trace, all customers (aged 16 years and over) are required to check in on entry to our restaurants and cafes via the NHS Covid-19 app or via a manual option. Please refer to the Fenwick Privacy Policy at www.fenwick.co.uk/privacy-policy for further details.

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.

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 event or visit the store.

Our COVID-19 Refund Policy 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.