Welcome to Fenn Wright Manson's Customer Service

How can I place an order?

Placing an order on our website is easy, once you have found the item select the colour and size from the available options and click 'add to basket', your item will be added to your bag at the top right. Once you have chosen everything you wish to purchase either click 'View My Bag' to view the details or amend your total order or click 'Checkout'.

If you already have a account you can log in for a quicker checkout as your address details are stored, or you can log in as a guest with the opportunity to create an account at the end of your order. Please follow the step by step process at the checkout. Your payment details are taken on a secure part of our website and you will receive an email confirmation of your order. 

You may also place an order via telephone on 020 7697 2801. The lines are open Monday - Friday 9am - 1pm.

If you want to make an enquiry about an item or order outside of these times, you may do this by submitting the form found under 'Contact Us'. We will respond to your query within 72 hours.

Don't forget you can check the status of your order at anytime by logging into your account and if you enter a mobile number at the checkout you will receive a text update.

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How do I contact Fenn Wright Manson if I have a query?

You can call us on 020 7697 2801. Lines are open Monday - Friday 9am - 1pm or by using the form found under the contact page. Please allow up to 48 Hours for a reply.

Don't forget it is easy to look up the status of your order or return by logging into your account.

If you need to contact one of our stores, full details can be found using our store finder.

If you have a specific question about a product you can click the Q&A tab directly from the product page and receive a response.

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What do I do if I have forgotten my password?

You can click the 'forgot password?' link from the My Account page at anytime. You'll will receive a new password that can be changed once you log into your account.

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How do I know what size I am?

You can view our size chart on any product page and also through the link in the footer of our site.

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How can I pay for my order?

Fenn Wright Manson accepts Visa, Visa Electron, Visa Debit, MasterCard, Solo or Maestro.

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How much do I have to pay for postage & packing?

Standard UK delivery is £3.95 which includes all postage and packaging (3-5 days delivery) 

In order to provide you with a high quality, prompt service, we use DPD Local delivery with a signed for service which allows you to track your order. Orders cannot be left without a signature.

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How do I know you have received my order?

Every customer who makes an order will receive an e-mail acknowledging their order has been received. This is not confirmation that the items have been dispatched. You will receive a separate notification that your order is on its way with a tracking link so you can follow its progress. You can also track your parcel at anytime by logging into you account or clicking the 'Track Order' link from the footers. 

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When will I be charged for my order?

You will only be charged for the items once they have been despatched. You will not be charged for items that are not available.

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What happens if you deliver when I am not in?

Deliveries will be made using DPD Local. If you are not available when they first attempt delivery they will leave a card and you can rearrange for a time more convenient for you. The parcel will be held securely for seven days before returning the order to us.

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How do I return an unwanted item?

Please return your unwanted item in its original packaging and with the tags attached within 14 days. 

Free Returns with Collect+

You can now use Collect+ to return parcels to Fenn Wright Manson!

Collect+ is a convenient way to return parcels via local shops trusted by thousands of busy people every day. There are over 5500 Collect+ stores and most are open from early in the morning until late, 7 days a week

1. Simply visit http://www.collectplus.co.uk/fennwrightmanson to find your local Collect+ store and obtain your returns label.

2. Enter your returns number, indicate if you are Returning or Exchanging, then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered.

3. Drop off your parcel in-store, where you will be given a receipt and tracking code. You can track at www.collectplus.co.uk/track

Please note, you must obtain a returns label before taking your parcel into a Collect+ store. Collect+ will not accept responsibility for parcels handed into a store without a Fenn Wright Manson returns label.

Please note if you do not receive a returns label in with your package you can obtain one from the Collect Plus Website: https://www.collectplus.co.uk/returns/new/fennwrightmanson

You can return parcels with cabin baggage dimensions up to 10 kg using Collect+

By Post (please note we are unable to refund the postage cost of returns made via post.)

  1. Attach the pre-printed address label onto the front of your parcel.
  2. Take the parcel to your nearest post office. We recommend you use a recorded delivery service as the parcel is your responsibility until it reaches us. Please keep your proof of returns. We cannot provide refunds or exchanges for items that are lost in the post.

International Returns

Please fill and include your returns note in your parcel. Return your parcel using your local postal service. Please note the cost of returning your parcel is your responsibility and we recommend you use a tracked service as we are unable to refund items that do not reach us.

This returns policy does not affect your statutory rights.

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Will I be charged for returning an item?

 Please note, we are unable to refund the shipping cost for items. We recommend you use a signed for service to ensure your return can be tracked. We are unable to refund goods that have not reached us. 

Overseas returns are your responsibilty. For your own protection we recommend that you send the parcel via a registered service. We cannot provide refunds or exchnages for items that are lost in the post when being returned back to us. The cost of returning the item is your responsibility.

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How do I return a faulty item?

If your item is faulty you can return it via the website returns service. Alternatively call customer services on 020 7697 2801, or e-mail us via the 'CONTACT' form. 

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What happens if an item is found to be out of stock after I place an order?

Orders are despatched in one delivery, if an item is not on your despatch note then unfortunately it was not available in our warehouse. You will also receive an email notification, you are only charged for items that are despatched.

We will try to locate your missing item from a concession store and contact you if it is available. If you choose to purchase an item from a concession store the terms and conditions of sale change and any returns will need to be made to the store.

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Can I cancel or amend an order?

Yes, you can cancel an order up to the the point that it has been prepared for despatch. You can contact customer services Monday - Friday 9am - 1pm on 020 7697 2801, please quote your order number. We are unable to guarantee we can cancel an order. 

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Do you have gift vouchers online?

You can purchase an online gift voucher to use at www.fennwrightmanson.com, these gift vouchers can not be redeemed in store. 

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Can I order from overseas?

Yes, we currently ship to the following countries: [1]Australia, Austria, Belgium, Bosnia, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Hong Kong, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, United States of America. We are working to add more, so please check back with us and sign up to our newsletters.
If your order is being delivered outside of the EU there may be customs or import duties to be paid once it reaches its destination. These charges are different in each country and are out of our control, as we have no way of predicting what they may be. Because of this, we cannot be held responsible for them.
It is also important to note that customs policies vary widely from country to country. If you would like more information on this, please contact your local customs office. Please note that customs can also delay the delivery of orders, which is unfortunately out of our hands, and we again cannot be held responsible for these.

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