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.

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.

Fenwick gift cards can be purchased and used in any Fenwick store. Gift cards can also be purchased online for use in-store - they cannot currently be used for online purchases. 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 your gift card online .

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 customers wishing to return items to stores that are currently closed, customers will be able to return any purchases made on or after 10th October for a period of 28 days once those closed stores re-open. All other usual terms and conditions apply.  

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.