Welcoming you into store is always a pleasure, and we look forward to providing you with the wonderful Fenwick service you know and love.
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.
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.
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. From Thursday 27 January 2022, there is no longer a requirement for customers or colleagues to wear a face covering in our stores and restaurants. There will be customers and colleagues who choose to continue to wear a face covering and we of course respect that choice. We also encourage customers to continue to 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, all toilets are open in all stores.
How can I pay?
Cash is accepted but please pay by contactless or card whenever possible. All payment pads will be regularly and frequently cleaned.
Are all restaurants open?
Yes, all Fenwick restaurants are now open. 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 but walk-ups will still be taken.
Do customers and colleagues need to wear masks?
The safety of our customers and colleagues remains a top priority at Fenwick and we continue to follow government guidance closely. You will not have to wear your mask whilst in the restaurant itself but from Tuesday 30th November 2021, it is now mandatory for customers to wear a face covering in a retail environment apart from those customers who are exempt from wearing one or under the age of 11 years. Accordingly, please continue to wear your mask until you are seated. This will be kept under review. We also encourage customers to continue to use hand sanitiser when visiting our stores.
Will it be a full menu in each restaurant?
Will beauty treatments, services and beauty rooms be open?
Yes with all following government guidelines.
Are fitting rooms open?
Yes, all fitting rooms are now open. 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.
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.
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.
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.
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.