Frequently Asked Questions
Where is Fortnum & Mason?
We are based at 181 Piccadilly, London, W1A 1ER. The closest tube stations are Green Park and Piccadilly Circus.
May I still order from this site if I live outside the UK?
Yes, the majority of our products are available for worldwide delivery - with the exception of fresh foods and alcohol. These are marked as available for UK delivery only.
How do I create an online account?
Click Register at the top right hand side of the page Step 1 – Enter details of an existing email address and a password. Step 2 – Enter name and address details Step 3 – Enter contact details and interests and click create account
What if I’ve forgotten my password?
Click 'Sign In' at the top right hand side of the page * Click on forgotten your password * Enter your email address * An automatic email will send the password directly to you.
Will you ever pass my email details on to third parties?
We will never pass on your email address on to a third party for marketing purposes. We will however send you details of offers from other companies that we think may interest you, but only with your permission. We also never pass on credit card details to anyone.
What are Cookies?
Cookies are small text files that websites can send to your computer. A cookie can be thought of as an Internet user's identification card. They tell websites when the user returns and allows the site to bring up information relevant to that user, for example your name, past orders etc.
Cookies are not computer programs, and can't read other information saved on your hard drive. They cannot be used to disseminate viruses, or get a user's email address etc. They only contain and transfer to the website as much information as the users themselves have disclosed to that website.
Can orders from this site be delivered to Japan?
Owing to contractual obligations, we are unable to accept orders for delivery to Japan. A select range of products can be purchased from the Mitsukoshi store in Tokyo, Japan. The contact details are: Mitsukoshi 1-4-1 Nihonbashi Muromachi, Chuo-ku, Tokyo, 103-8001, Japan Telephone 0081 3 3243 9881 We also have a store in Nagoya: Lachic 3-6-1 Nakaku Sakae, Nagoya-shi, Aichi-ken, 460-8669, Japan Telephone 0081 52 259 6311.
Are there shipping restrictions on certain items?
Restrictions on products is in accordance with legal requirements such as alochol and fresh foods which cannot be delivered into the US. Please visit our Delivery Information for details on restrictions.
Why am I asked for a password before I can view the Online Store?
We don’t require people to register before browsing in the online store – so if you are using the Internet from an office, it’s probably an internal firewall setting.
Is VAT charged on deliveries outside the EC?
For items for delivery outside the EC, VAT will be deducted where applicable.
How will I know how much I will be charged for Shipping?
Shipping charges are displayed at the bottom of the Your Order Detail screen.
Can I use a Gift card to buy online?
Yes, you can use a Fortnum & Mason Gift card to purchase items online.
Do you ship to multiple addresses?
My credit number is not being accepted:
Check that you have entered the number with no spaces. If you still encounter problems, see below.
How can I pay for my order?
Fortnum & Mason Online accepts payment by: All major credit and debit cards with the exception of Solo and Electron
If I use an overseas credit card, what exchange rate will be used?
The exchange rates used will be those of the credit card issuer.
Do you have an Archivist?
Yes, due to having over 300 years of history, Fortnum's has a resident Archivist, please contact Dr Andrea Tanner for any queries on our history by emailing firstname.lastname@example.org
Is my personal information kept Private?
Fortnum's takes your security very seriously and every precaution is taken to ensure security of your information and details.
Can I park at Fortnum & Mason?
There is no car park on site but in the surrounding areas there is limited paid parking, the closest being on Jermyn Street and in St James's Square.
Where can I eat or drink?
Fortnum's has five fabulous restaurants to visit our restaurants or make a reservation please click here >
Can I have Afternoon Tea at Fortnum & Mason?
Afternoon tea is very famous at Fortnum's and full afternoon tea is available in our Diamond Jubilee Tea Salon, to find out more click here.
Can I order over the phone?
You can order by calling 0845 300 1707.
How do I approach Fortnum's about charitable donations?
Please direct all charitable requests to email@example.com
When will Fortnum's Christmas shop be open?
This year, 2014, our Christmas shop will be open in store from 21st August.