COVID-19 UPDATE: We have suspended our transactional site. Click here for more information

COVID-19 Update


This page is being regularly updated as new information becomes available. Last updated: 25/03/2020.




Temporary Closure of the Fenwick transactional website

Following the Prime Minister’s announcement last night we now, unfortunately, need to temporarily suspend our online operation. You will still be able to browse our website, look at products and read all our great articles, but unfortunately you can't buy anything at this time.

We are a family owned business and we work a bit differently to some online retailers. We have tried to keep our online business running to serve you - but we don’t have huge warehouses and automated systems; instead a group of dedicated workers hand pick the items you purchase from one of our designated stores, carefully wrap and pack them, ready for delivery.

Because of this, our teams work closely together and as the virus continues to spread we have a duty to make sure we are looking after all our colleagues – their families and loved ones, as well as our wider communities - and adhere to the very clear government direction.

We have therefore closed our website temporarily and will not be able to fulfil any more orders at this time. We realise a number of you have orders outstanding with us and we will be getting in touch as soon as we can to discuss these. Please bear with us - we will contact you as quickly as we can.

It isn't all bad news though. Thanks to the wonders of technology, our writers, creators, and editors working remotely can continue to create and share delightful content through our social media channels - on Instagram, Facebook and Twitter - while we adjust to this new way of life and keep you inspired for when things do eventually get back to normal.

We would love to hear from you, our incredible customers, about how you are adapting to being at home. Have you decided to become a master baker or to pick up those watercolour painting skills again; to finally read that pile of books by the bed or try a new exercise regime? Please let us know via our social channels what you are up to. We might all be living our lives apart for now but that doesn’t mean we have to be separated. In this world of social media, internet and email, where we are all so interconnected, let’s keep talking and sharing.

We thank you for your continued support and understanding in these exceptional circumstances and look forward to welcoming you back with open arms soon.

Stay Safe,

ALL AT FENWICK



Temporary Closures of all Fenwick Stores

As a family business, the health and wellbeing of our customers, our teams and our local communities is always close to our heart and in these times of great uncertainty we need to do the right thing for them by mitigating the potential spread of the virus. We have therefore taken the very difficult decision to temporarily close all Fenwick stores to the public from 6pm on Thursday 19th March until further notice.

You, our customers, are exceptional and we know you will understand that we have not taken this approach lightly. The doors of Fenwick have been open to customers for almost 140 years - it goes against everything in our nature to close them. But these aren't normal times and we find ourselves in the unique situation where shutting our doors, for the time being, is the right thing to do for our customers, our colleagues and our communities.

For as long as we can, we will continue to operate our digital and social channels including our online store at www.fenwick.co.uk, our Instagram @fenwickofficial and our dedicated store Facebook pages. Please visit these for the latest information and updates.

We thank you for your loyal support and understanding in these exceptional circumstances and look forward to welcoming you back soon.

Stay safe,

ALL AT FENWICK



Questions & Answers

How long will you be closed for?

We hope that it won’t be for too long, but much depends on the Government’s advice and how the situation evolves.

Why are you closing now?

The coronavirus situation is changing frequently and rapidly, and we believe that it is no longer in the best interest, in terms of wellbeing for customers, colleagues or our communities to remain open.

Can I still order online?

Unfortunately not; following the Prime Minister’s announcement we now need to temporarily suspend our online operation, see above for further details.

I placed an order in-store will I still receive this?

Our in-store teams are in the process of contacting all customers who have existing store orders or enquiries.

Will I still get my order?

We have contacted all customers who have placed an order that cannot be fulfilled, please check your inbox and junk mail.

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 when the stores reopen.

I bought an item I'd like to return

Fenwick will honour the standard returns period for any items bought within the last 28 days (since Friday 21st February 2020) once our stores re-open at a later date. This means that if you have an item you want to return and bought it on or after Friday 21st February, but have not been able to get to your local store before they closed on Thursday 19th March 2020, we will still accept the item once we re-open, for a period of 28 days. All other usual terms and conditions apply.

Are all your events cancelled in-store?

Yes for the present time but we hope to bring lots of new and previously planned events back once we are open again.

What happens to my restaurant booking?

Unfortunately, it will be cancelled. We look forward to welcoming you back as soon as our stores reopen.




Returns & Refunds

Fenwick will honour the standard returns period for any items bought within the last 28 days (since Friday 21st February 2020) once our stores re-open at a later date. This means that if you have an item you want to return and bought it on or after Friday 21st February, but have not been able to get to your local store before they closed today (Thursday 19th March 2020), we will still accept the item once we re-open, for a period of 28 days. All other usual terms and conditions apply.



Contact Us

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.

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