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In-store returns
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 for sale, and up to 14 days for full price, 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.
Online returns
Please note that, with effect from 15 May 2024, we are making some changes to our online returns policy.
Subject to the terms and exclusions below, you can return any items purchased online for FREE up to 14 days from delivery.
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 return your online order via our online returns portal below. Returns will be refunded within 14 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 - 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 - Bedding and pillows - 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 £150 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.
Millinery
Any items where the tag is removed cannot be returned.
If your item has arrived damaged, please contact Customer Service to arrange a replacement to be sent, if available. Images will be required before a replacement is arranged and a collection booked for the damaged item.
All items should be returned new and unused, in the original packaging, with all tags and labels still attached. Please contact Customer Service within 14 days of receiving your item if you wish to return.
Please contact Customer Service for any item over £200 to arrange a collection.