What is M&S Food to Order?
Food To Order is a range of over 220 foods created to meet all your entertaining needs from family get togethers to parties and weddings.
Where can I place my order?
Order and pay online, in store or over the phone. The phone number is 0845 604 4604.
When should I place my order?
Different products require different minimum notice periods for collection. Depending on the product, you will need to order by 5pm 2 days, 5 days, 7 days or 21 days before collection. Check products for details. Once the notice period has started, you will not be able to amend or cancel an existing order.
Where can I collect my order?
At the moment, online orders can be collected from any store which sells food except Outlet stores and Simply Food stores at railway stations, service stations or airports.
How do I use the collection service?
To collect your order, go to the Food Customer collection point or Food Information Desk of your chosen store during your booked time slot and they will bring your order to you.
When you collect the order, you will be asked your name, billing address, phone number, email address and payment details. If someone else collects your order for you, they will be asked the same questions for security. It would help to bring a copy of the order summary document as proof of purchase. The payment card itself will not be required.
I need to change my collection day or time
If you need to change your collection time, please go online to your account and amend the details. Alternatively you can phone 0845 604 4604 or visit your local store.
I won’t be able to collect my item at the agreed time
That’s fine, you can come earlier or later on the same day. If you do not collect your items on your chosen day, we will return your items and you will receive a 50% refund.
What do I need to bring with me when collecting my order?
Please bring the order summary document that was produced when you placed your order. If you placed your order online, a copy can be found in My Account.
You must also ensure you are able to answer the verification questions which we use to identify you – your name, billing address, email address, telephone number and payment details.
Can someone else collect my order for me?
Yes, provided that they have your order summary document and are able to answer the verification questions we ask – your name, billing address, email address, phone number and payment details.
I need to change my collection store, what do I do?
If you placed your order online, please go to My Account and amend the details. Otherwise please phone 0845 604 4604 or your local store.
Will I get a refund if I don’t collect my order?
We will refund you 50% of the original value. See Term & Conditions for more details.
Can I have my order delivered to my home?
All food orders must be collected in a store. Champagne and wines can be delivered to your home address.
Can I still take advantage of special offers and promotions?
The Food To Order range is not included in any special offers or promotions within store. You will be charged the prices displayed on the web site or in the brochure. Any special promotions or vouchers on Food to Order will be sent to you by email or post.
Are there restricted shopping hours?
You can order online 24hrs a day, 7 days a week. If you wish to place your order in your local store, you can check the store opening times in the Store Finder page on our web site.
Can I change or cancel an order once I have sent it?
Yes, up until the minimum notice period. This will be 2 days, 5 days, 7 days or 21 days before the collection day depending on what you have ordered.
What happens if something I order is unavailable?
We make every effort to ensure full availability. However, in the event that an item you order is not available, we can offer you an alternative product of equal quality and value.
Is there a minimum order value?
No, you can use this service for an order of any value.
How can I pay?
All major credit and debit cards are accepted online or by phone including Maestro UK (not International), Visa Credit, Visa Debit, American Express, MasterCard and JCB. In store, you can also use these options as well as paying cash. Payment is taken when you place your order.
Do I pay delivery charges?
No, you collect the order in the store of your choice and this service is complimentary.
When does my account get debited?
We take payment when our suppliers start work on your order. The timescales vary according to the type of food ordered. Food to Order products are freshly prepared especially for you.
I need to order pillars, dowels and decorations for my wedding cake.
These accessories can be ordered from the food ordering point in your local store. Some stores already hold stock of these items.
Does Food to Order cost more?
Many of the foods or pack sizes in our range are exclusive to Food To Order. In all cases, foods are no more expensive than they would be in stores and we do not charge extra for this service.
Can I cancel an item from my order?
You can amend your order until the minimum notice period starts. This will be 2 days, 5 days, 7 days or 21 days before the collection date depending on what you have ordered. If you placed the order online you can change it in My Account. Otherwise please phone 0845 604 4604 or your local store.
Can I cancel my order?
You can cancel your order until the minimum notice period starts. This will be 2 days, 5 days, 7 days or 21 days before the collection date depending on what you have ordered. If you placed the order online you can change it at My Account. Otherwise please phone 0845 604 4604 or your local store.
Can I order food and other items at the same time?
If you are ordering food plus items for home delivery, you can place one order but your purchases will be split into deliveries and collections. If you are ordering food plus other items for store collection, you will need to place two separate orders.
I need to change the message I have asked to be iced on my personalised cake, what do I do?
Personalised cake details can be changed up to 7 days before the collection date. If you are already within 7 days of collection, please phone 0845 604 4604 and we will try to get your message changed.
I am not happy with the quality of my product, who do I contact?
Please contact your collection store or Retail Customer Services on 0845 302 1234