What is your UK returns policy?

To help you with your Christmas shopping, clothing and homeware bought from 1 October 2009 can be returned up to 16 January 2010. Click here for more information

Our “goodwill” returns’ policy does not affect your legal rights under the Distance Selling Regulations or other legislation.

Own Purchase

For a “goodwill” refund or exchange (i.e where there is no legal right to a refund or exchange under the Distance Selling Regulations or otherwise), after you have received your goods, you can return any clothing or home furnishing (including electronic items) but excluding furniture to us for a refund, provided you have the ‘Parcel Summary’ document or other proof of purchase. Items must be unused and returned in the original packaging and in a re-saleable condition within 35 days of receipt of your goods.

When you return goods the credit adjustment will be made to the credit, debit, charge card account or gift card used as payment for the original order. Please allow 2 weeks for the adjustment on to the account.

You can either:

  • Take the item to any UK Marks & Spencer store (apart from Simply Food and Outlet stores, Service and Railway stations). Please take the ‘Parcel Summary’ document that is enclosed with your parcel
  • Return by Royal Mail using the Return Postage Paid label provided. This policy does not affect your legal rights under the Distance Selling Regulations or other legislation.

    You can return wine or hampers (except chilled hampers) to any UK Marks & Spencer store that sells food, except Outlet stores and Simply Food stores at railway stations, service stations or airports.

    Please note that fine jewellery and adult fancy dress costumes cannot be returned, exchanged or refunded in any of our stores. Please return any unwanted fine jewellery or adult fancy dress in its original packaging using the Royal Mail pre-paid postage label.


    Gift Items 

    After you have received your gift, you can return any clothing or home furnishing item to us for an exchange or refund as long as it is unused, returned in the original packaging and in a re-saleable condition within 35 days of receipt of your gift. The refund will be a credit receipt (to be used within 12 months).

    You can either:

  • Take the item to any UK Marks & Spencer store (apart from Simply Food and Outlet stores, Service and Railway stations).  Please take the 'Parcel Summary' enclosed with the parcel.  If you do not have the 'Parcel Summary', we will exchange or refund with a credit receipt at the current or last known selling price.
  • Return by Royal Mail using the Return Postage Paid label provided. Any items returned by free post will be credited onto the ordering customer's credit, debit, charge card or Gift Card.

    You can return wine or hampers (except chilled hampers) to any UK Marks & Spencer store that sells food, except Outlet stores and Simply Food stores at railway stations, service stations or airports.

    Please note that fine jewellery and adult fancy dress costumes cannot be returned, exchanged or refunded in any of our stores. Please return any unwanted fine jewellery or adult fancy dress in its original packaging using the Royal Mail pre-paid postage label.


    What is excluded from refunds?

    Toiletries, Cosmetics, Bra Accessories, Earrings, Food, Bedding & Made to Order Items including Cushions and Curtains

    Refunds will only be given in accordance with your legal rights on toiletries, cosmetics, bra accessories, earrings for pierced ears, Food and any opened duvet or pillow product. If your curtain or cushion order is made specifically for you, once payment is taken, no changes to the order or any cancellation may be made.  It is therefore very important that you check your measurements prior to payment.

    Technology Products & Large Appliances

    Refunds will only be given in accordance with your legal rights on any technology product once opened.  A sticker advising you of this is clearly visible on all these products. If you have purchased from the large appliances range of products, you have the right to return products purchased online or by telephone to us within 7 working days from the date of delivery in return for a full refund (but subject to a charge to collect those products from you). This right only applies if you have not installed or otherwise used the product, unless the product is faulty. If you decide to return your goods within 7 working days from the date of delivery, we reserve the right to charge you £99.99 for collection. A collection charge will not be levied against the collection of any faulty goods. We will notify you of the cost of collection of goods that you wish to return to us. Please note that goods you purchase are supplied by DRL Limited and accordingly no goods can be returned to a Marks & Spencer store. Refunds can only be made by the same payment method used for purchase.
    If for any reason you need to return an item within 7 days of receiving delivery, please call the Marks & Spencer Appliances customer help line 0870 197 4344 and advise a member of our team that you wish to return the product and the reason for return. We will then organise for the goods to be collected by our courier usually within 5-7 days of a return being agreed with our team. Under distance selling legislation you as the customer have a duty of care for the product whilst it is in your possession. If products are opened or damaged by you and subsequently returned, a charge will be made to repair the product to its original condition. Please be aware that where repair is not economically viable we will not be able to accept the return and no refund will be made. This returns policy does not affect your statutory rights.

    Bridal Dresses

    A security seal is attached to all our bridal dresses. Please try on the dress prior to removing this seal as, once this seal is broken, refunds can only be given in accordance with your legal rights. Should you need to return your dress, we ask that you return it with its hanger, protective covering, carrier and, wherever possible, in its original outer packaging. 

    Delivery charges will not be refunded, except in accordance with your legal rights.

    Made to Measure Shirts

    As your shirt is made specifically for you, once payment is taken, no changes to the order or any cancellation may be made, except in accordance with your legal rights. Additionally we will only accept returns in accordance with your legal rights; for example: 

  • if there is a fault with your shirt
  • if the shirt has not been manufactured as specified
  • if the sizing of the shirt relating to the sleeve length or body is incorrect

    If you are returning a shirt due to a fault, or you believe it has not been made to the specification given by you, we will re-make a new shirt to the correct specifications. Goods should be returned in the original packaging by freepost using the pre-paid returns label provided. Made to Measure Shirts cannot be returned to any of our stores.

    Gift Cards
    Refunds on purchases of Gift Cards will only be given in accordance with your legal rights.

    Gift Wrap
    If you return a gift wrapped order, we don't refund the gift wrap service charge, unless in accordance with your legal rights.