Frequently Asked Questions

At Fenwick, we appreciate how important the fit of a garment is to your joy in wearing it, which is why we offer clothing alteration services in all of our department stores for purchases made in-store. Charges vary according to the service required. Please visit our Store Locator for further information or speak to a member of staff in-store.
Fenwick stores welcome all dogs provided that they are on a lead, under constant control and well behaved. When using the escalators, we advise that dogs are carried or alternatively that the lift/staircase is used. Only assistance dogs are allowed in a catering outlet.

At Fenwick, we provide amenities to make your shopping experience more convenient and enjoyable. We include baby changing facilities in all of our stores.

Fenwick of Bond Street: Facilities available on Three

Fenwick Bracknell: Facilities available on Two

Fenwick Brent Cross: Facilities available on Three

Fenwick Canterbury: Facilities available on Two

Fenwick Colchester: Facilities available on Two

Fenwick Kingston: Facilities available on Three

Fenwick Newcastle: Facilities available on Three

Fenwick Tunbridge Wells: Facilities available on One

Fenwick York: Facilities available on One

Fenwick Newcastle: Facilities available on Three

Fenwick has always been at the forefront of beauty, with our fabulous Beauty Halls, luxury counters and premium brands across skincare and cosmetics. Fenwick has in-store hair and nail salons, brow bars, treatment rooms, spas and counter consultations to provide a full beauty experience that will replenish your body and mind. Check out the Store Locator, Beauty Services or Store Events to see the full range of experiences and treatments available. Click here to see all our beauty services

If you should need to withdraw money, cash machines are available at Fenwick Newcastle, located on Two, and Tunbridge Wells, located on One, and are free of charge.

At Fenwick, our team is at the forefront of everything we do and makes Fenwick what it is. We are always looking for brilliant people to join us in every department. If you’d like to become a valued member of the team, Click here to visit our careers page to see what vacancies are available.

Is Click & Collect available in my store?

We are delighted to confirm that Click & Collect is currently available across a wide range of products.

How do I collect my order?

Once your order has been despatched and is ready for collection, we’ll send you an email. Please follow the pick-up instructions stated in this email and remember to bring with you a valid form of ID.

What forms of ID can I use to collect my order?

We accept the main forms of identification documents, including: a Driving Licence or Provisional Driving Licence, Passport, EU National Identity Card and Bank Card.

Can I collect someone else’s order?

For security reasons, we ask you do not collect an order on behalf of someone else. Upon collection, you’ll be asked to present a valid form of ID – the name on the ID must match the name on your order. This is to ensure your order lands safely with you.

How long do I have to collect my order?

Once your order is ready to collect in-store and you have received an email confirmation, you have 14 days to collect it. If you have not collected your order after 7 days, you will receive a reminder email. Orders not collected after 14 days will be returned to our distribution centre and will be refunded.

How can I return my purchase?

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. To find out more, please see our Returns policy here.

Are there items which are excluded from Click & Collect?

Yes. Click & Collect is available across a wide range of products. Items excluded from this service include Garden Furniture, Lighting, BBQs, TVs, Nursery and Bikes.

Our collection service is a convenient way to shop at a number of Fenwick stores. Please allow 20 minutes from the time of purchase to collection, and arrive at least 30 minutes before store closing hours.

Fenwick Bracknell: Should you require assistance, the Bracknell team are happy to take your purchases to your car. Customers should park in the adjoining The Avenue Car Park which gives direct access to the store on all floors.

Fenwick Brent Cross: You can collect your purchases from the Fenwick Collection Point, located on the east side of the customer car park. Pedestrian access is through the fashion department on Two. For further information, please call 020 8202 8200.

Fenwick Canterbury: You can collect your purchases by foot from the collection point located in the Luggage department, or by car from the Fenwick loading bar, located on Watling Street.

Fenwick Colchester: You can collect your purchases from the store by car. Please ask a member of staff for further details.

Fenwick Kingston: You can collect your purchases from the Fenwick Collect by Car facility, located on Dolphin Street. At the entrance, proceed to Bay D. For further information, please call 020 8546 1001.

Fenwick Newcastle: You can collect your purchases from the Fenwick Collect by Car facility, located on Prudhoe Place. For further information, please call 0191 232 5100.

We love to hear from our customers and are happy to help in any way that we can. To contact Customer Service please use our Contact Us form, which can be found here

At Fenwick, we endeavour to provide excellent customer service, high quality products and exceptional in-store experiences. If for any reason you are dissatisfied, we want to hear from you.

To contact Customer Service please use our Contact Us form, which can be found here.

For your ease, Fenwick stores offer a delivery service. Please contact the stores directly or speak to a member of staff in-store for more information.

Fenwick of Bond Street: Delivery available throughout most of the United Kingdom via Dropit. Please ask a member of staff in-store for details and prices.

Fenwick Bracknell, Kingston and York: Delivery available throughout most of the United Kingdom. Please ask a member of staff in-store for details and prices.

Fenwick Brent Cross: Free delivery within the local area on lighting, furniture, mirrors and purchases over £100. Please ask a member of staff in-store for details.

Fenwick Canterbury: Free delivery within a 25-mile radius of the store on furniture, large items and purchases over £150.

Fenwick Colchester: Free delivery within a 30-mile radius of the store on purchases over £30.

Fenwick Newcastle: Free delivery within a 50-mile radius.

Online Deliveries: Visit Delivery for further details

When you make a purchase at Fenwick, you will have the option to receive your receipt via e-mail. Should you need to return any items, your digital receipt can be printed off or shown on your device as proof of purchase.

At Fenwick, we love hosting exciting and memorable experiences for our customers, which is why we have a calendar full of in-store events, masterclasses, demonstrations and workshops. Check out our What’s On page to discover what’s happening at your nearest store, or sign up to the store’s newsletter for regular updates and invitations. Click here to see our latest Store Events

To reset your password go to the Sign In page, and click the ‘Forgot your password?’ link. If you are still experiencing issues, contact Customer Service by using our Contact Us form, which can be found here.

Measuring your furniture

It is your responsibility to ensure that the product you have ordered fits inside your property, room, garden or desired space upon delivery. Please provide a suitable access route for our Delivery Team to access your property, room, garden or desired space; and make our Delivery Team aware if you live in an apartment, high rise building or property that has limited or complex access routes or restricted parking and advise us of any stair/lift access.

You are responsible for carrying out and recording the correct measurements before you place your order. We do not accept any returns, or responsibility or liability for any furniture items that cannot be delivered or do not fit in to your property, room, garden or desired space due to your failure to take accurate measurements. If you don’t measure correctly, you may be charged for return of goods. Our delivery team are not able to remove doors, windows or carry out any structural changes in order for the furniture to fit inside the property, room, garden or desired space.

How to return

If you wish to return the item(s) after dispatch and delivery within 14 days, you must return them to us in good condition and in the original packaging. If you are returning because we have told you of an error in pricing or description, a delay in delivery due to events outside our control or because you are exercising your legal rights to end the contract because of something we have done wrong then we will pay the costs of return. In all other circumstances you must pay the costs of return.

Fenwick gift cards can be purchased in-store and online, and used in any Fenwick store as well as online. To check the balance of a gift card, please take it to the till and a member of staff will be happy to help. Gift cards are valid for two years from the date of purchase - please note that gift vouchers are non-refundable and cannot be returned. Click here to purchase a gift card.

Where can I use my gift card?

Our Gift Cards are fully redeemable both in-store and online. It can be used across our departments – from fashion and beauty to home and electricals – as well as in our pampering beauty treatment rooms and fantastic restaurants, offering endless possibilities for a present or an experience to treasure.

E-gift cards can be used online, by entering the card number and PIN, or in-store by presenting the barcode in the e-gift card email at the till.

What happens if pay for my order using a Gift Card but it is cancelled?

If for any reason we are unable to fulfil part of your online order paid with gift card, we will issue a refund in the form of an e-gift card via email. Where the order has been placed with a combination of gift card another payment method, in the event of a partial cancellation we will apply the full gift card amount up to its full value or the value of the order, whichever is higher.

What happens if pay for my order using a Gift Card but it is cancelled?

If for any reason we are unable to fulfil part of your online order paid with gift card, we will issue a refund in the form of an e-gift card via email. Where the order has been placed with a combination of gift card and another payment method, in the event of a partial cancellation we will apply the gift card amount to the remaining order, followed by the other payment method.

How will I receive my refunded gift card?

We shall send your new Gift Card to the email address associated with the purchase, which you can use both in-store and online.

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Fenwick. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?

Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t pay for my order?

As pay later is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I've received a statement, but I've not yet received my goods.

If you have not received your goods please call Fenwick to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order?

As soon as Fenwick has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?

Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods?

Once Fenwick Limited has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order?

Once Fenwick Limited has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options. Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time. Fenwick Limited is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ).

Klarna’s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.

For more information, please see Klarna’s full list of Terms & Conditions here

How does Pay later in 30 days work?

Pay Later in 30 days is a credit product which lets you pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

Can I have multiple Pay later in 30 days orders at the same time?

Yes, you can. If you see Klarna Pay Later in 30 days when you go to an online checkout then Pay Later in 30 days is available to you. Every time you use Pay Later in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay Later in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay Later in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay Later in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay Later in 30 days is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to purchase something using Klarna’s Pay Later in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address. For more information on Klarna’s privacy policy, see here

Will a credit search take place?

When you use Pay Later in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

You can pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna.com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

I have been asked to go to the Klarna site. Is this correct?

If you choose to pay for your order using Pay Later in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

What happens if I don’t pay for my order on time?

Pay Later in 30 days is a credit product and you are required to make your payment to Klarna. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here

What happens if I don’t pay for my order?

As Pay Later is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options. Please spend responsibly. Borrowing more than you can afford could serious affect your financial status. Make sure you can afford to make your monthly repayments on time. Fenwick Limited is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ).

Klarna’s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.

For more information, please see Klarna’s full list of Terms & Conditions here

How does Pay in 3 instalments work?

Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.

Am I eligible for Pay in 3 instalments?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3 instalments. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 3 instalments orders at the same time?

Yes, you can. If you see Klarna Pay in 3 instalments when you go to an online checkout then Pay in 3 instalments is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay in 3 instalments based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 instalments before does not mean it will be offered for every order. In turn, if your application for Pay in 3 instalments is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to purchase something using Klarna’s Pay in 3 instalments, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address. For more information on Klarna’s privacy policy, see here

Will a credit search take place?

When you use Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

What happens if I don’t pay for my order on time?

Pay in 3 instalments is a credit product and you are required to make your scheduled payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days later. They may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here

What happens if I don’t pay for my order?

If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options. Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time. Fenwick Limited is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ).

Klarna’s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply.

For more information, please see Klarna’s full list of Terms & Conditions here

If an item is found in-store, it will be kept in secure storage for a short period of time. Contact the store and ask to speak with relevant department listed below. You will need to provide a time, date and detailed description of the lost item.

Security Department: Bond Street // Kingston

Customer Service: Bracknell //Brent Cross // Canterbury // Colchester // Newcastle // Tunbridge Wells

Reception: York

Fenwick store opening hours can be found on the Stores page. Click here for the Store Locator

Fenwick stores enjoy the amenity of on-site and local car parks.

Fenwick Bracknell: The store is connected to The Avenue Car Park, allowing direct access to each shop floor.

Fenwick Brent Cross: On-site carpark available

Fenwick Canterbury: Two carparks nearby on Watling Street

Fenwick Colchester: NCP carpark behind the store on Nunn’s Road.

Fenwick Kingston: Two on-site carparks and Seven Kings Carpark nearby off Richmond Road

Fenwick: Newcastle: Two nearby carparks on Percy Street – Eldon Square and Eldon Garden

Fenwick Tunbridge Wells: On-site carpark available and Meadow Road Carpark opposite the store

Fenwick York: On-site multi-storey carpark available

Whether you’re dressing for a specific event, wanting to update your seasonal wardrobe or looking to change your style, each one of our Fenwick stores comes with a personal shopping service. Our stylists will scour the store to find the perfect pieces for you to try and show you how to wear each item. Fenwick of Bond Street, Bracknell, Brent Cross, Canterbury, Kingston and Newcastle enjoy the privacy of a personal shopping suite. This service is entirely complimentary, with no obligation to purchase. To book in, please contact your nearest store. Click here for further details.

For all information regarding recycling our packaging, please click here.

We want you to be pleased with every purchase you make at Fenwick. If for any reason you are dissatisfied, we happily offer a refund on goods that are unused and in a resalable condition with any labels still attached. For full price items, a refund will be provided with proof of purchase within 28 days of the transaction for all stores. For reduced price items, a refund will be provided with proof of purchase within seven days of the transaction. Refunds will be made using the same method of payment as the original transaction. For online returns visit Returns for further details.

For hygiene reasons, we do not accept the return of cosmetics, food, pierced jewellery, duvets, pillows, underwear and hosiery, swimwear and hats.

This does not affect your statutory rights.

If you’re in the mood for a small bite to eat and a quick treat, or fancy some fine dining and finer wine, you can find top cafes and restaurants at Fenwick. From breakfast and brunch to lunch and dinner, satisfy your appetite at one of our delicious eateries. Check out the cafes and restaurants at your nearest Stores page to discover great food and drink at Fenwick. Click here to see all our restaurants

Fenwick hosts two main sales each year, one in the summer and one in winter, offering price reductions on top brands across fashion, beauty and lifestyle. We announce the exact dates just ahead of each sale. Be the first to find out by signing up to our mailing list by clicking on our footer bar at the bottom of this page.

Fenwick is just starting out on its eCommerce journey, over the approaching months, specially selected products will be made available to buy online. Keep checking back to see what's new, and for all ordering online queries visit Placing an Order.

At Fenwick, we are committed to making our stores accessible to all our customers, especially those with disabilities. All our stores provide wheelchair access, with lifts to different floors, ramp alternatives and wheelchair accessible fitting rooms. Fenwick Brent Cross, Newcastle, Tunbridge Wells and York are proud members of the Shopmobility scheme, in which wheelchairs and other mobility options are available to customers in need of them. Please visit our Store pages for further information regarding accessibility.

We pride ourselves on finding and selling products, that our local customers will love - this does mean that we don't have the same products and brands in every store. If you're after something in particular please do call your local store or check our brands section onsite.

Bond Street: Fenwick of Bond Street, 63 New Bond Street, London, W1S 1RQ // 020 7629 9161

Bracknell: Fenwick, 27 The Avenue, Bracknell, Berkshire, RG12 1BD // 01344 464942

Brent Cross: Fenwick, Brent Cross Shopping Centre, London, NW4 3FN // 020 8202 8200

Canterbury: Fenwick, St George’s Street, Canterbury, CT1 2TB // 012 2776 6866

Colchester: Fenwick,152 High Street, Colchester, CO1 1PN // 01206 571212

Kingston: Bentalls, Wood Street, Kingston upon Thames, KT1 1TX // 020 8546 1001

Newcastle: Fenwick, 39 Northumberland Street, Newcastle upon Tyne, NE1 7AS // 0191 232 5100

Tunbridge Wells: Fenwick, Royal Victoria Place, Tunbridge Wells, TN1 2SR // 01892 516716

York: Fenwick, Coppergate Centre, York, YO1 9WY // 01904 643322

For any help with troubleshooting your new TV, please click here.

If you wish to unsubscribe from Fenwick marketing emails click the ‘Unsubscribe’ link at the bottom of any recent marketing email. Alternatively, if you wish to opt-out of email, post or SMS marketing contact Customer Services by using our Contact Us form, which can be found here.

We are now offering customers access to free Wi-Fi in all Fenwick stores, including Bentalls. You can connect to the free Wi-Fi by selecting the “Fenwick-WiFi” option under available networks on your mobile device.

If you’re connecting to the Wi-Fi for the first time, we require you to fill out a short form and supply us with your name and email. You can opt in or out of email marketing at this point. Once you submit the form, you will then be connected to the Fenwick Wi-Fi, which has excellent coverage around our stores. If you have already used our Wi-Fi, you will automatically connect to the Wi-Fi in the future and will not have to login each time.

If you opted into Fenwick marketing, you can opt out at any time using the unsubscribe option in the footer of any email you receive. If you do not want to wait for your next email to unsubscribe, please contact our Call Centre (0800 783 1783) and ask to be removed from the marketing list.

If you wish for your phone to stop automatically connecting to the Wi-Fi, you can do this under “Settings” in your phone and click “Forget the network”. This will stop your phone from remembering the Fenwick Wi-Fi.

Anyone who wishes to have their data removed from Fenwick should contact the Call Centre (0800 783 1783) to request this removal.