FREQUENTLY ASKED QUESTIONS

Where can I spend my Fenwick Gift Cards?

Fenwick Gift Cards can be spent in any of the 11 stores that form the Fenwick Group. Stores are located as follows:

Fenwick – Newcastle, Brent Cross, Bond Street, Tunbridge Wells, Canterbury, Leicester, York and Windsor

Bentalls – Kingston upon Thames and Bracknell

Williams & Griffin - Colchester

Gift cards can be redeemed in any of our stores.

How do I contact Fenwick Gift Cards On-line?

You can contact us via e-mail at fenwick@voucherexpress.co.uk or call our helpline on 0371 384 1103, Mon-Fri 9am-5pm. 

How do I contact Fenwick Gift Cards if I am based overseas?

You can contact us via e-mail at fenwick@voucherexpress.co.uk or call our helpline on +44 (0)1765 647239, Mon-Fri 9am-5pm.

How will I know when my order is processed?

As soon as you place your order, you will receive an e-mail from us, informing you that your order has been received and is being processed. Two days before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.

If there is a problem with your order, you will be contacted via e-mail.

On some occasions we may be unable to proceed with an order, if this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.

How are my Gift Cards delivered?

We use Royal Mail for the majority of our deliveries but will use other services where appropriate. Delivery charges vary according to the value ordered as specified below.

Value Delivery Charge Delivery Method Delivery Usually Expected Within
£10.00 - £50.00 £2.00 1st Class 1-3 working days
£50.01 - £99.99 £2.95 Recorded Delivery
(Signature required)
1-3 working days
£100.00 and over £5.50 Special Delivery
(Signature required)
1-2 working days
Requested Special Delivery* £7.50 Special Delivery
(Signature required)
Next working day

Working days are classed as Monday to Friday and exclude weekends & public holidays.

Please note that all delivery dates are estimated and cannot be guaranteed. Although most deliveries arrive on the next working day, on First Class and Recorded Delivery please allow up to 10 working days.

Next day delivery is available on all amounts and costs £7.50. To arrange next day delivery, please contact the helpline before 3pm on 0371 384 1103. If calling from overseas, please dial +44 1765 647239. Please note that we cannot guarantee delivery dates on weekends, Bank Holidays or to International addresses.

Orders over £50 will require a signature. If there is no one available to sign for the Gift Card a calling card will be left with instructions to either collect from the local depot or call the courier to arrange a re-delivery.

We can post to International address and BFPO addresses. Please allow extra time for your order to arrive to overseas destinations. We cannot guarantee delivery dates on overseas orders.

Due to the high volume of orders at Christmas, we advise customers to order early for Christmas delivery. A limited delivery service will be in operation in the week immediately after Christmas.

What if I've made a mistake on my order?

If you have made a mistake on your order, please ring our helpline on 0371 384 1103 or email on fenwick@voucherexpress.co.uk and we will do our best to correct it for you prior to despatch. If calling from overseas, please dial +44 1765 647239.

Do Fenwick Gift Cards have an expiry date?

The Fenwick Gift Card balance will expire after 24 months.

What will appear on my credit card statement?

Your credit card statement will read 'Voucher Express' and the charge will be taken in Sterling and converted into your own currency if necessary.

Can I order larger amounts of Gift Cards?

It is possible to order larger amounts of Gift Cards. To place an order for more than £250, please call our call centre on 0371 3841103 or call in at any store. If calling from overseas, please dial +44 1765 647239.

You ask for my e-mail address, why do you need this?

We use e-mail as our primary method of contact. You will receive e-mails from us at various times during the order process.

When you place your order: you will receive an e-mail, informing you that your order has been received by our Gift Card Team is now being processed.

When your order has been despatched: an e-mail is sent two days before your requested delivery date informing you that your order has been despatched. This is to ensure that the recipient receives the Gift Cards on the requested delivery date.

If we have a query with your order: you will be sent an e-mail informing you that there is a query and requesting that you contact us.

If your order has failed: on some occasions we may be unable to process an order. You will be informed of this via e-mail. If you feel that your order has been unjustly failed please place another order on our website using a different form of payment.

I want my Gift Cards to arrive in specific denominations. Is that possible?

We can provide Gift Cards in any value up to £250. To specify which denominations you would like, please call our helpline on 0371 384 1103 or e-mail us at fenwick@voucherexpress.co.uk. If calling from overseas, please dial +44 1765 647239.