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 and the Newcastle Food Hall. 

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 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. 

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, 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 14 days from delivery. To find out more, please see our Returns policy. 

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 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 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 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 our Delivery page 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. Please visit our Events page  to see our latest Store Events.

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.  

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: Kingston 

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

Reception: York 

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

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 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 preferred store.

Click here for more details Virtual Personal Shopping

Click here for more details on Women's Personal Shopping

Click here for more details on Men's Personal Shopping

For all information regarding recycling our packaging, please visit Our Packaging page here.

Please visit our Returns page here for further details.

For help troubleshooting your new TV, please click here.