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Fortnum & Mason - Piccadilly since 1707

Fortnum & Mason - Piccadilly since 1707

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  • Customer Services

    Customer Services

Fortnum's Customer Services

Fortnum’s Services await you on the First Floor at 181 Piccadilly, providing all the extra personal touches that make shopping at Fortnum’s so uniquely rewarding.

We would be genuinely delighted to see you at any time, whether or not you have a specific or pressing need: answering questions of any kind about Fortnum’s is our speciality.

Fortnum & Mason Account Enquiries

Fortnum’s Service Advisors will be happy to inform and assist in the matter of opening a new account. We are also happy to assist in any account enquiries and payments.

Gift Advice

Whatever the occasion, our Fortnum’s Service Advisors are on hand to advise you on the perfect gift.

Gift Cards

A Fortnum & Mason gift card makes an excellent present for all occasions.

You charge the gift card with your chosen value, to be redeemed by your recipient against goods of their choice. The balance is then automatically updated after each transaction. The balance of the gift card can also be added to at any time by coming to see us on the First Floor. Gift cards can be purchased at any till point throughout the store.

Personal Shopper Appointments

There’s more to Fortnum’s than even our keenest customers ever unearth - and that is why Fortnum’s Personal Shoppers are so uniquely useful. Choosing the perfect gift, advice on a special menu or simply something you never knew you needed until captivated by it: to be escorted around our emporium is to emulate an emperor. Please call 020 7973 5602 or email personal.shopping@fortnumandmason.co.uk to make an appointment.

VAT Reclaim

For those not resident in the EC, we will be happy to help with the necessary forms to enable you to claim back your VAT when leaving the country.

Your Fortnum’s Service Advisor will also be delighted to discuss the following:


We would be happy to discuss bespoke bouquets, table decorations and buttonholes, all of which can be made to reflect your venue or theme. Please call 020 7973 4145 to make an appointment.

Personalised Gifts

We offer personalisation services in our stationery department: invitations, place cards, headed notepaper, change of address cards: whatever you decide, we can deliver. We also offer personalised hampers for a truly bespoke choice, and personalised champagne, the ideal gift for occasions from special birthdays to marriage proposals.


Thank you gifts, favours, crackers… the list goes on.

Shoe Shine service

Visit the Gentlemen's department on our Third Floor for our traditional shoe shine service by the experts from nearby Burlington Arcade.

Beauty Rooms

Our elegant suite of Beauty Rooms on the second floor offers a range of pampering treatments from indulgent pampering to Lunchtime Revivals for the time-pressed. 

Venue hire

All of our restaurants and private rooms are available for private functions.


Fortnum & Mason no longer accepts cheques for payment in the shop and restaurants.

Please note, however, that cheques will continue to be accepted as payment on balances on Fortnum & Mason Accounts.

Click & Collect

Save time and effort with our Click & Collect service, which allows you to order your gifts online and collect them from our store, thus enjoying Fortnum's first-class service without queues or delays. Orders placed for collection can be collected from our dedicated Customer Collection point on the First Floor.

Collection point opening hours are: Monday to Saturday 10am-8pm, Sunday 12noon-6pm.

From Monday 24th November, the collection point will be open Monday to Saturday 10am-10pm, Sunday 12noon-6pm.
From Monday 1st December, the collection point will be open Monday to Saturday 9am-10pm, Sunday 12noon-6pm.

Please bring with you a copy of the order confirmation and a photo ID, such as a passport or driving licence.

If you have any queries about your order or the collection, please call us on 0207 734 8040, or email customer.relations@fortnumandmason.co.uk Our Customer Advisors will be happy to help you.

*Please note, orders that contain fresh items must be collected on the specified collection date in order to ensure items are in peak condition. We are unable to refund fresh items that are out of date as a result of late collection. Any orders overdue by more than two weeks will be put back to stock and we will contact you to arrange a refund of your order.