You may contact our customer service team via our Contact Us form here. Please include your order number and the reason for cancellation in your message. 

Orders can only be cancelled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions. 

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, or use our online gift card balance checker. 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.

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. 

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.

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

You can check the balance of your physical Gift Card anytime, 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.

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.  

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.

How do I track my order? 

Once your order has been placed and processed, you will receive a dispatch email with your order details. This email will include a tracking number and a link to our tracking page. 

Click on the link to take you to the tracking page for your order. 

Tracking information may not be immediately available after your order is dispatched. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later. 

Do you deliver worldwide? 

We currently don’t offer international delivery or delivery to Northern Ireland and can only deliver to addresses within mainland UK.  

We also do not currently deliver to BFPO addresses or the Channel Islands. For delivery to the Scottish Highlands, Western Isles, Shetland Islands, Orkney, Isle of Wight and the Isle of Man – please allow an extra five days for standard delivery. Next Day Delivery is not available for these addresses.  

How long does delivery take? 

Delivery times vary depending on the destination and the shipping method selected. 

• Standard Delivery: Typically arrives within 3-5 working days. 

• Click & Collect: Typically arrives in store within 5-7 working days. 

• Next Day Delivery: Monday - Thursday; 1 working day - order by 12pm Mon -Thurs 

• Furniture Delivery: Typically arrives within 7-10 working days 

My order is marked delivered but it’s not here. 

If no one was home at the time of delivery, the carrier will leave the package in a safe location. 

Be sure to check around your home and with neighbours/building management who may have collected the package for you. 

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location. 

On some occasions, packages may be marked as delivered but take additional time to arrive. 

If you still are unable to locate the package, please reach out to the carrier. 

If you need additional assistance, please email our team by completing our Contact Us Form here

What’s your return policy? 

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 here. Returns will be refunded within 14 days of us receiving your returned item/s. 

Do you offer exchanges? 

Unfortunately, we are unable to offer exchanges after a purchase has been made. 

However, we are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately via our Contact Us Form (link). We will review the situation and strive to resolve the issue, which may include a discount, or return for refund. 

How do I make a return? 

Online returns 

Subject to the terms and exclusions below, you can return any items purchased online for FREE up to 14 days from delivery. Items must be unused and in the original packaging. 

Return by mail 

You can return your online order via our online returns portal which will create a QR code for you to take to your local Royal Mail shop. 

Return in store 

You can visit any of our retail stores and present your order confirmation or packing slip as proof of purchase. All items must have the original tags attached. 

Refund process 

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method. 

Non-Returnable items 

Certain items may not be eligible for return due to hygiene, final sale, or other reasons.  

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 

When will I get my refund? 

Once your return has been received and processed, you will be notified via email when the refund has been issued. 

Please allow 3-5 working days for the refund to reflect in your account. 

What do I do if my item(s) arrives damaged? 

We’re sorry your item(s) have arrived damaged! 

Some items break during shipment. We’ll do our best to help. 

Please contact our team via our Contact Us Form here with an image of your damaged item for further assistance. 

We’ll be sure to resolve the situation as best we can! 

What do I do if I receive the wrong item in my order? 

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via our Contact Us Form here for further assistance. 

Include a photo of the item received and the name of the missing item(s). Please double-check the order for any items that might be hiding in the packaging. 

We’ll resolve the situation as best we can! 

For help troubleshooting your new TV, please see here.