Frequently Asked Questions
May I still order from this site if I live outside the US or Canada?
Yes, as long as the products are being delivered to the US or Canada.
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.
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
I have registered on the US site. Can I order from the UK site?
By registering an Online Account with Fortnum & Mason, on either www.fortnumandmason.co.uk or www.fortnumandmason-usa.com you will be able to shop on both sites - although any orders you place will only be relevant to the site on which they were placed.
If registered on the old site, will I be recognized?
Yes, all customer details from the old site are recognised and can be used on the new site. This is Fortnum’s, after all. One thing to note is that you no longer need a separate username: your e-mail address will be sufficient.
Can orders from this site be delivered to the UK?
All orders taken from www.fortnumandmason-usa.com must be for delivery in North America.
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
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.
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.
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: - Fortnum & Mason Credit Account Card - All major credit and debit cards.
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.