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Returns & Refunds

Changes to our In-store Returns Policy effective from 8 February 2024

In-store returns

Please note that, with effect from 8 February 2024, we are making some changes to our in-store returns policy.

Subject to the terms and exclusions below, any full price or sale item, which was purchased in one of our stores, can be returned for a full refund to your original payment method, up to 14 days from the date of purchase.

Full price items returned 15 to 28 days following the date of purchase shall be refunded onto a Fenwick Gift Card or exchange only.

All full price or sale items purchased before 23:59 GMT on 7 February 2024 will still be entitled to a refund up to 28 days from purchase.

Online returns

Subject to the terms and exclusions below, any full price or sale item, which was purchase online at www.fenwick.co.uk, can be returned for a full refund to your original payment method, up to 28 days from the date of purchase.

Terms and exclusions

If you intend to return items to us, you must take reasonable care of the items while they are in your possession. Returned items must be in the original packaging, with tags still attached and in a resalable condition. If returning an in-store purchase, you must at the time of returning the item/s, produce the original purchase receipt to receive a full refund to the appropriate payment method. If you are returning an online order in one of our stores, please bring with you your original order confirmation email.

You can also return your online order via our online returns portal below. Returns will be refunded within 28 days of us receiving your returned item/s.

Return your order

Non-refundable items

Due to hygiene, safety or security reasons certain items, unless faulty, cannot be returned. These include:

- Food and drink, including hampers
- All perishable items
- Hair accessories
- Underwear, shapewear, hosiery
- Swimwear (if the hygiene strip has been removed)
- Pierced jewellery
- Cosmetics that are not in original packaging or have been used
- Vintage or pre-loved items
- Personalised, custom made or bespoke products
- Special orders
- Toilet brushes
- Bed linen
- Bath towels
- Personal care products, e.g. electric razors
- Gift cards

Furniture and lighting returns

If you would like to request a return for Heal’s furniture or lighting purchased in one of our stores, please contact the Heal’s team at the store you made your purchase to arrange for collection (please visit click here for store contact details).

Please note, Heal’s will charge a fee of £99.00 which applies to all Heal’s furniture returns. For your own reassurance, Heal’s advise you to obtain proof of postage.

Dune returns

This is for Dune products only, any other items must be returned separately via Royal Mail.

  1. Visit the Dune X Fenwick returns portal.
  2. Enter your Fenwick order number and postcode.
  3. Select which items you want to return and why.
  4. Download the returns label and attach to your parcel.
  5. Take your parcel to your local Evri parcelshop.