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Let festivities be-gin!
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They’re back...
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Free delivery when you spend over £50|Free store collection|Online returns have
gone paperless
1. Home
2. Help
3. Returns and refunds
* NEED SOME HELP?
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NEED SOME HELP?--------------NEED SOME HELP?Covid-19 InformationPaperless
ReturnsReturns, refunds and exchangesUK delivery & collectionNorthern Ireland
Delivery & CollectionMy orderSparksStore info & servicesScan & ShopBook &
ShopBrandsPayment types & promotion codesGift cards & e-gift cardsBuying &
sizing guidesInterest Free CreditFurnitureFlowersFoodOcadoM&S BankM&S EnergyM&S
InternationalGDPRLegal & ethical policiesUser Generated Content PolicyOnline
SecurityProduct recalls
STANDARD RETURNS POLICY
Our standard returns policy for items bought is 35 days. This applies to both
online and in-store purchases, except in the case of sale items, which you have
14 days to return (exclusions apply).
If the item is unused, in its original packaging and accompanied by a valid
proof of purchase, we’ll offer an a full refund. This does not affect your
statutory rights. Please click here for further details.
If you have an issue with the quality of a product purchased from us, please
click here.
Returns taken to our clothing and home stores will be processed the same day as
your visit. The refund will be issued to your original payment card, usually
within 3-5 working days. Returns taken to our Simply Food or Outlet stores take
a little longer, so please allow up to 14 days for these to be processed. We’ll
give you a receipt to track the progress of your return.
Clothing and homeware items purchased in store will need to be returned to one
of our main clothing and home stores. Online orders can be returned at our main
clothing and home stores, Simply Food stores, Outlet stores or via post.
PAPERLESS RETURNS
Enjoy fast & free returns with our Paperless Returns process. Please click here
to know more.
To return items that have been purchased as a Guest, you can visit our carrier
partner sites to begin your Paperless Returns process. You’ll need your order
number to process your return.
To begin your online return with Royal Mail click here.
To begin your online return with Hermes click here.
You don’t need to include any other documentation with your return – all the
details our teams need is included in the label / code that’s been generated.
WHEN WILL I GET MY REFUND?
* Main store returns:
Both online and in-store purchases can be returned at one of our main
clothing and home stores. The refund will be issued to the original payment
card, usually within 3-5 working days; gifts will be refunded by credit
receipt. If you paid using an e-gift card, we will email you within 72 hours.
For orders paid for by gift card we will issue a new one to your billing
address within 3-5 working days. Credit receipts are valid for 12 months in
UK stores only.
* Returns via Simply Food stores, Outlet stores, Royal Mail or Hermes:
For returns of online orders via Royal Mail or Hermes, including items paid
for by Clearpay, you will receive your refund once the item(s) have been
processed. This usually takes up to 14 days. You will be refunded to your
original payment method. For items paid for by Clearpay, Clearpay will refund
the card linked to your Clearpay account. If you paid by gift card we’ll
credit that gift card, so please keep hold of it. Certain refunds may be made
by cheque.
Clothing or homeware items bought at our main clothing and home stores cannot
be returned at Simply Food stores, M&S Food stores or via post.
If you have returned multiple items, your refund may arrive in more than one
payment.
Our goodwill refund policy does not affect your statutory rights.
HOW CAN I RETURN AN INTERNATIONAL ORDER?
* In store
International items ordered from marksandspencer.com can be returned to any
UK store, excluding our Outlet, Simply Food, BP and Moto service station,
hospital, airport and train station stores. You’ll need to take along your
order summary. Orders placed on our dedicated international sites can be
returned to their local stores (e.g. Ireland).
* By post
Simply return your item(s) using your local postal service; you’ll need to
pay the postage. Please complete the returns form, mark your parcel “returned
goods” (or it may get held up at customs and cause your refund to be delayed)
and send in the original packaging to:
Marks & Spencer Returns Dept
C/O Clipper Logistics plc
Unit 1, Boughton Industrial Estate,
Boughton, Newark,
NG22 9LD
United Kingdom
These items are non-returnable by post:
Beauty products, Christmas trees, duvets, electrical goods, flowers, food,
furniture, gift cards, hampers, lighting, mirrors, personalised cards,
pillows, wine.
MORE RETURNS HELP
* What is your goodwill returns policy?
Our "goodwill" refund policy does not affect your statutory rights under the
Consumer Rights Act or other applicable legislation.
Our ‘goodwill’ refund or exchange policy is offered on clothing and homeware
when goods are returned with a valid order summary. You can access your order
summary via your order confirmation or ready to collect emails, you can also
access via your M&S account. As you will not receive a paper copy of your
order summary in your order, we advise you print this off to make your return
or show this on your mobile device.
Sale items
For items purchased in our sale, we'll be happy to either refund or exchange
(store returns only) an item if you change your mind within 14 days of
receipt. This is in addition to your statutory rights Our refund and exchange
policy for sale items purchased in store may differ and this will be made
clear to you at the time of purchase.
Final clearance sale items
For final clearance sale items purchased online, we’ll be happy to offer a
refund or an exchange (store returns only) within 14 days of receiving them.
Unfortunately final clearance sale items purchased in store cannot be
returned. Your statutory rights are not affected.
* How do I return if I don’t have access to a smartphone or printer?
You can still return your order in store. Just make a note of your order
number – this can be found on your digital order summary, your Order
Confirmation and Ready to Collect emails and in ‘Your orders’ in your M&S
account. Take this and your items to your nearest store where one of our
colleagues will be able to help you.
If you prefer to return by post, visit Hermes to generate a 6-digit code.
Take this to your nearest Hermes ParcelShop where they can print your free
returns label for you.
* How do I return an item in store or via post?
All M&S Food halls are open as usual, including in our larger stores that
also sell clothing and homeware.
If you have an item you need to return, please note that all products bought
in store must be returned to a main clothing and home store. Some departments
may be closed at the moment, but you will still be able to return your items.
When you arrive at the store, please ask a member of staff which till to take
your return to.
Online purchases can be returned to any clothing or food store, as normal.
Again, please ask in store which till to take your parcel to. You can also
return orders through the post with Royal Mail, or via Hermes. For more
details please visit our returns & refund FAQ’s.
We have extended our returns policy to help our customers during the
lockdown. Please click here to see our extended returns policy.
* Am I free to return as many items as I want?
We’re always happy to accept returns and you are free to return as many items
as you like.
We want our customers to have the best experience possible and so to help
minimise customer returns and to inspire our customers, we have a number of
helpful tools like size guides and Inspire me to guide you.
We’re always here and happy to help
If you have a question about your order or would like advice whilst browsing
our website, you can use our popular web chat service to quickly get through
to a friendly advisor and ask a question – alternatively we’re always
available on the phone, via social media or email. For more information on
how to do this, click here.
If you’ve noticed a mistake, you can amend your order within 30 minutes of it
being placed. Click here to find out more.
If we notice an unusually high number of returns, we may contact you to ask
for feedback and/or ask for you to verify your account activity with us.
As a business, we’re committed to building a sustainable future by having a
positive impact through all that we do, and these tools are also there to
minimise our overall environmental footprint. Click here to find out more
about our commitments to sustainability and the achievements we are proud to
have made so far.
* Is there anything that can’t be returned?
The following items are excluded from our goodwill returns policy:
Face coverings, Beauty products*, bra accessories*, duvets*, earrings*,
flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift
cards, hampers, made-to-measure and personalised items, mattress protectors*,
pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine,
non-M&S branded toys and gifts*, non-M&S branded luggage plus kitchen
electrical goods and any products with a seal, where the seal is broken.
These products can only be returned in accordance with your statutory rights.
Some of these items may have their own terms and conditions which will be
provided at the time of purchase.
*These products and electronic items can only be returned under our goodwill
policy if they are unopened and have the security or hygiene seal intact.
Exceptions
Fine jewellery, wedding and bridesmaid dresses, adult's fancy dress costumes,
maternity clothing, and any other products as notified at the time, can only
be returned by post. Please return these in or with the original outer
packaging. For more information what products cannot be returned through the
post, click here
Earrings purchased in store are only refundable if faulty. If you purchased
earrings online, you have 14 days from the day you receive them to return
them, providing that the packaging is not damaged.
This is in addition to your statutory rights
Furniture
For more information on how to return your furniture order, click here
* There is a problem with the quality of my purchase. What do I do?
We’re really sorry about that.
If you bought the item in store:
You can take the item to any of our UK stores (excluding Simply Food, Outlet,
BP, Moto, hospital, airport or train station stores) with a valid receipt and
they’ll be happy to help.
If you bought the item online:
Please call us if you can't find the relevant details in our Contact us
pages.
* What are my cancellation rights under the Consumer Contracts Regulations?
* How can I return furniture?
We aim to ensure that M&S furniture is manufactured to high standards.
Once you’ve taken delivery of your furniture, if you change your mind you
have up to 14 days to return it for a full refund. All products returned
must, when received by us, be in their original re-saleable condition. In all
circumstances, you are responsible for any loss or damage to the furniture
before it is received by us (except where caused by us), which will be
deducted from any refund made to you. There’s a £25 collection fee
(exclusions apply) for returned furniture unless not in accordance with your
legal rights (e.g. if it's not of satisfactory quality, not fit for purpose
or not as described).
This is in addition to your statutory rights
* I’ve paid using Clearpay. How do I return/exchange my item?
How can I return an item paid for by Clearpay?
Click here for full details of our return instructions.
You can return any unwanted items paid for by Clearpay in any UK store
including Simply Food, M&S Food and Outlet stores (but excluding hospital,
airport, train station, BP and Moto stores). You can also return items by
post and via Royal Mail or Hermes. Clearpay will be in touch and any
outstanding payments in relation to the returned item(s) will be stopped.
Clearpay will refund the card linked to your Clearpay account for the amount
of any payments received in relation to the returned item(s) within 3-5
working days.
When will I get my refund?
Refunds will be processed by Clearpay 3-5 working days after we’ve received
the item(s) back. Full details can be found online in your Clearpay account.
Can I exchange my item(s) with Clearpay?
While we are unable to directly offer an exchange on orders placed through
Clearpay, you are able to return the item(s) for a refund and place a new
order online.
How do I contact Clearpay?
You can reach Clearpay on 0808 1649707 or by visiting www.clearpay.co.uk. M&S
is unable to answer any queries related to Clearpay payments.
* I previously returned part of my order and want to return something else.
What should I do?
As long as you can identify your order number, you can still process your
return to store or via post with our carriers by following the simply steps,
click here for more information . If you still have access to your ‘order
confirmation’ or ‘ready to collect’ email then you can use the barcode
included or access your returns through ‘My account’ to access your digital
parcel summary.
* I’ve received the wrong item, what should I do?
We’re really sorry about that. If you have received any incorrect items, you
must inform us within a reasonable period of time. Where possible, you will
be asked to return the products to us using one of our free returns options.
If it is not possible for you to return the item, and if you are eligible for
a refund or replacement, this will be discussed at the point of contact.
* Can I return a gift?
Yes, but the refund will be processed back to the original payment method if
you return via Post. All online gift orders will receive paper parcel summary
which can be sent back with your return. If you have a gift receipt or want a
credit receipt, you’ll need to return it to one of our UK stores (excluding
Outlet, Simply Food, BP and Moto service station, hospital, airport or train
station stores). Our goodwill returns policy does not affect your statutory
rights. Our goodwill returns policy does not affect statutory rights.
* Can I return underwear, lingerie or swimwear?
Underwear and lingerie
You can return underwear and lingerie, so long as the product packaging
hasn’t been damaged. If the item is not packaged, you can still return it, so
long as the tags and hanger (if applicable) are still intact.
Swimwear
You can return swimwear, so long as any hygiene seals are still intact.
Our goodwill returns policy does not affect your statutory rights.
* Can used batteries be taken back to M&S stores?
Waste household (portable) batteries are accepted back free of charge in our
stores (excluding BP and Moto service station, hospital, airport and train
station stores). We accept AA, AAA, 9V, C, D and button cell batteries. Look
out for the special box in store for battery recycling.
* I’ve lost my order summary. What should I do?
If you cannot locate your digital order summary via your account and you wish
to return your items, you can use your order confirmation email as your proof
of purchase.
* Where is the nearest Post Office or Parcel Shop to return my order?
If returning via Royal Mail, take the email with your QR code and your
packaged item to a Post Office® branch or Royal Mail Customer Service Point
(CSP). If you choose a CSP, check before you go that your preffered location
can print labels. Check the location finder here and search for ‘Label
printing service is available’ under 'facilities'.
If returning via Hermes, you can search for your nearest parcel shop here.
* Can I return a clothing and home product to store if I bought it on Ocado?
Products bought from Ocado can only be returned to Ocado. Please refer to
Ocado’s returns process for more information.
MORE REFUNDS HELP
* I’ve lost my receipt. Can I still get a refund?
Yes. If you purchased online, you should reprint or show proof of your
receipt via mobile. Your digital order summary which is accessible via your
M&S. If you purchased instore and don’t have a receipt but have the product
barcode label, we may offer you an exchange or a credit receipt (at store’s
discretion). If you opted for a e-Receipt you can print this and take this
with you into store. This does not affect your statutory rights – please see
here if the item is faulty or not as described.
* Do I get a refund if I don’t collect my order?
We keep clothing, beauty and homeware orders for seven days; after that we’ll
return the items to stock and issue a refund via the original method of
payment. If you can’t pick up within seven days, we can sometimes extend the
holding period – please call your collection store to check. Find your
nearest store.
As food orders are perishable, we don’t keep them until the next day. If you
don’t collect your food order, we are unable to give you a refund.
* What is the credit receipt policy?
Credit receipts are valid for 12 months from the date they’re issued – the
expiry date is clearly printed on the receipt – and can only be used in
store. Please note: we can’t replace or extend lost, damaged or expired
receipts.
* Why is my refund different to the amount or way I paid?
If you believe your refund to be incorrect, please first check your order
summary/receipt for any promotions that may have been applied, as this may
explain your refunded amount. If you still believe your refund to be
incorrect, contact us.
If you’ve been refunded by cheque instead of cash or back onto your card, it
means you’ve paid for your order through the till in one of our stores. Our
tills do not store your details, so cheque is the only method by which we can
refund you. Your cheque will be sent by post for the amount paid.
Please note: despite issuing cheques when refunding customers, we no longer
accept cheque as a method of payment.
* I’ve exceeded the 35-day limit for a full refund – what can I do?
Our standard return policy for anything you buy from us is 35 days. This
applies to both online and in-store purchases, except in case of sale items.
You have 14 days for sale items bought online, unless otherwise stated;
exclusions apply. For online orders, the last return date is 35 days from the
dispatch date (we appreciate that online orders may arrive a few days after
the dispatch date, so we do allow a few extra days for returns for online
orders). If you return an item with an expired order summary document via
post, it will be returned to you.
* Can I get a VAT refund if I’m an international customer?
VAT refunds cannot be given on international deliveries. For instore
purchases only, international customers may be eligible via the Tax Free
Shopping scheme for a VAT refund if they purchase the item in the UK in one
of our stores and export it outside the EU themselves – please speak to one
of our store colleagues for further details.
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