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Acknowledgment and acceptance of your order
If you have supplied us with your email address, we will notify you by email as soon as possible to confirm receipt of your order. Our acceptance of your order will take place upon despatch of the product(s) ordered. For Food to Order, orders are accepted when we pass your details to our suppliers.
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Delays
Occasionally, the manufacture of your furniture may be delayed. This can be for various reasons such as material shortages, import delays or higher than anticipated demand. We will, of course, make every effort to keep you informed.
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Cancellation right
Under the Distance Selling Regulations, UK consumers have the legal right to cancel their order within seven working days of receipt of the goods (with the exception of flower and plant gifts, made to order items including made to order curtains and cushions, Made to Measure shirts, fresh hampers, Artisan Chocolates and any other items as permitted under local law where applicable). Where goods are delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered. For details of how to exercise this right please see our Returns and Refunds section.
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Substitution
For flower, hamper, wine and food orders, in the event of supply difficulties, we reserve the right to substitute goods or packaging of equal quality and value. We will reimburse you for the cost of returning substitute goods that you do not wish to accept.
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Age restrictions on purchase
Where the order concerns:
a. Knives (including sheath knives, all kitchen/cutlery knives) or bladed articles. Knives may be viewed online and purchased instore. Knives and bladed items can only be purchased by customers aged 18 and over.
b. Alcohol, by placing an order you confirm that you or the recipient of an alcohol gift are over the age of 18.
c. Classified videos and DVDs, by placing an order you confirm that you are over the age classified by the video/DVD. On our website we provide ratings from the British Board of Film Classification, DVD ratings outside the UK could be different from that of the BBFC.
d. Christmas crackers, by placing an order you confirm that you are over the age of 16.
e. The sale of M&S Mobile SIM packs or mobile phones, you confirm that you are over the age of 18. If you purchase an M&S Mobile SIM pack or mobile phone for someone who's under 18, the service must be registered in your name.
f. Liqueur chocolates, by placing an order you confirm that you and the recipient are over the age of 16.
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Gift Messages
The Gift Message Service is for your own personal and non-commercial use. You agree that any sent by us your your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or are otherwise unlawful or objectionable. You also agree that you will not impersonate any person, including but not limited to any of our employees or customers. You are entirely responsible for any text or other material which you send on this message system and Marks & Spencer accepts no liability for any such content. We do not pre-screen messages, but may monitor content from time to time. We have the right to refuse to send messages and terminate access to the gift message service at any time and without liability to you.
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Technology Guarantee – Products & Accessories
All of our Technology products are guaranteed for 2 years, (excludes software and technology accessories), TVs with larger screens (26" or above) have a 5 year guarantee. Please retain your parcel summary document which is proof of purchase and will validate the data from which your guarantee will start. It is essential to keep your parcel summary document to preserve the guarantee. Please also retain the original packaging in case you need to return the product.
In the unlikely event of a fault, please call our Technology Customer Service Centre on 0845 671 0665. Alternatively if the product costs under £150, please return it with your original packaging to any Marks & Spencer store (except Outlet and Simply Food Stores). You can also return the item by Royal Mail using the Return Postage Paid label provided. If it is within 35 days of purchase we will offer a refund or exchange for a new product. (Please note exchanges can only be done in stores). After 35 days and for the remainder of your guarantee period, we will arrange for the product to be repaired. Should a repair not be possible, we will exchange the product for a new one or the nearest equivalent. In the unlikely event of being unable to exchange we will offer a full refund.
This guarantee is only valid within the United Kingdom, Republic of Ireland and/or Channel Islands. This guarantee excludes faults caused by accident, neglect, misuse, not following the instructions and normal wear and tear.
We are unable to offer a refund or exchange on Technology products once opened unless they are faulty. This does not affect your statutory rights.
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Links to other websites
We have placed links on this website to other websites we think you may want to visit. We do not vet these websites and do not have any control over their contents. Marks & Spencer cannot accept any liability in respect of the use of these websites.
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Exclusions of liability
Any disclaimers and exclusions of liability in these terms & conditions shall not apply to any damages arising from death or personal injury caused by the negligence of Marks & Spencer or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by and construed in accordance with English Law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
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Other legal notices
There may be legal notices on other areas of this website which relate to your use of this website, all of which will, together with these Terms & Conditions govern your use of this website. Click here for our Privacy Policy.
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Changes to legal notices
We reserve the right to change these terms & conditions from time to time and you should look through them as often as possible.
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International Delivery
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Marks & Spencer reserves the right to define what can and cannot be delivered to which destination.
Please note that many countries have import restrictions on certain products or materials. Customers are responsible for checking with the local customs authorities before placing an order for international delivery. Marks & Spencer cannot offer any assistance in this process.
Payment - Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.
Marks & Spencer products are sold on a Delivery Duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.
Use of this website from outside the UK
Unless otherwise specified, the materials on this website are displayed solely for the purposes of promoting Marks & Spencer's products and services available in the UK. However Marks & Spencer may accept orders for delivery to locations outside of the UK subject to customs, legal, regulatory and certain practical restrictions. Those who choose to access this site from locations outside the UK or place orders for delivery to locations outside the UK are responsible for compliance with local laws if and to the extent local laws are applicable.
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Law, jurisdiction and language
This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
These terms and conditions do not affect your legal rights.
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Terms & Conditions – large technology items for home delivery (includes large televisions 26” and above and large wine fridges)
Please read the sections below, which will tell you what will happen at each stage of your order.
Cancellations, Amendments & Returns
As soon as you realise that you need to change your order please contact us on 0845 6031603 and one of our advisors will help you. If you amend your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend the order). Once you have taken delivery of your order, you have a legal right to cancel your order within 7 days. The packaging may be opened but the goods should not be used. Items should be in a resaleable condition and returned or collection arrangements made promptly at your cost. If collection of an item is required, we will charge you the cost of collection (up to £100) of which you will be notified at time of cancellation.
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Payment
All methods of payment, including credit cards are processed once your order is prepared for despatch.
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Delivery Company
All orders are delivered by our home delivery service. Each vehicle has a trained crew of two people, who carry identification cards at all times.
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Delivery Arrangements
When your order is ready, the home delivery service team will contact you to confirm your delivery date and either an am or pm timescale. Your delivery will not happen until you’ve been contacted by phone or by letter.
If access to your delivery address is restricted, please let us know when speaking to the delivery team.
Specific product connection requirements will be discussed with you at this time. Please raise any connection questions during this call.
At the time of booking, you can ask the crew to contact you up to an hour before expected delivery to enable you to plan around this timeslot. On the delivery day the crew will contact you to inform you of any delays; please make sure we have the best number to use.
If you are unable to take immediate delivery, we can provide a storage service at a cost of £25 per full week.
If you need to change your delivery for any reason please call customer services on 0845 7624624.
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Delivery & Connection
Our crews will use protective coverings before taking your items into the room. Please make sure that there is normal ground floor access, and that the route and the room are large enough to accommodate your order.
Please Note: We are unable to install fridges as these need to stand for a specified period before being switched on – see product manual for details.
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Television Connection
The crew will disconnect your old equipment and make room for your new television. They will connect and tune your television and any other related M&S product(s), plugging into a suitable power supply. In addition, They will also connect any existing pre-tuned DVD player/recorder, VHS video, PVR, set top box, satellite or cable system (excluding Broadband) using your existing connectivity ( subject to compatibility and available connections).
Please Note: All digital televisions require a strong signal to provide the best viewing experience and you may need to upgrade your current signal. Further information available at www.digitaluk.co.uk
All packing materials will be taken away, disposed of and recycled where possible.
To make sure you’re completely satisfied the crew will ask you to inspect your items carefully before signing for delivery and connection. It is therefore essential that you’re present for the delivery and connection. If you’re not satisfied for any reason, please inform the crew.
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On Delivery – Delivery only items
Some basic products will be delivered to your door and left packaged. These products will be identified at time of ordering. A signature on receipt will be required.
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Delays
Occasionally, delivery of your order may be delayed or postponed. We will, or course, make every effort to keep you informed and discuss revised delivery timescales.
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After Delivery
Your product is supported by a Marks & Spencer guarantee. (Information available from selected stores and online at www.marksandspencer.com)
Operate it according to the instructions and it’ll give you good service. If you have any issues, we have a customer help team who can be contacted on 0845 6710665
(In all cases you will be dealt with in accordance with your legal rights).
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Furniture Terms & Conditions
Will it fit?
Please remember to make a note of your furniture’s dimensions and check that it’ll fit into your house and into your chosen room.
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Cancellations & amendments
As soon as you realise that you need to change your order please contact our service team on 0845 7 624 624 and one of our advisors will help you. You will be asked to confirm the change or cancellation in writing. If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend or cancel the order).
You have a legal right to cancel your order within 7 days of receiving your goods. All items returned must be in a resalable condition. If collection of an item is required, we will charge you the cost of collection (up to £100) of which you will be notified at time of cancellation.
Any change or cancellation of furniture orders on our 48 hour delivery service can only be made on the day of placing your order. Should you need to cancel after this, the delivery charge of £50 is non refundable.
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Payment
If you’ve bought your furniture using the interest free loan option, your first payment will be 6 weeks from the date M&S Money receive your signed application. Please note applying for an interest free loan may affect the delivery lead time shown on your order confirmation.
Currently, all card transactions will be processed when your complete order has been received by our home delivery service.
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Delivery
All furniture orders are delivered within the UK mainland and Northern Ireland by our home delivery service
Each vehicle has a trained crew of two men, who carry identification cards at all times.
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Delivery arrangements for furniture
When your order is ready, our home delivery service will contact you to confirm your delivery date and a four hour timescale, e.g. 10 am to 2 pm. Your delivery won’t happen until you’ve been contacted by phone or by letter and you have accepted the delivery offered.
To help you plan your day, at the time of booking, you can ask the crew to contact you up to an hour before expected delivery. On the delivery day the crew will contact you to inform of any delay.
If you are unable to accept the delivery offered or you wish us to hold your order for a period of time, we can provide a storage service at a cost of £25 per week.
If you have used our 48 hour delivery service, the home delivery service will contact you (excludes Bank Holidays) to confirm your delivery. We will specify a morning (7am-1pm) or afternoon (1pm- 9pm) for delivery.
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On delivery
Before our crew arrive, please ensure that normal ground floor access and the room itself have enough space for your new furniture to be delivered, our crew will unpack and assemble your furniture. All packing materials will be taken away, disposed of and recycled where possible. To make sure you’re completely satisfied the crew will ask you to inspect your items carefully and will give you a checklist to help you do this. After this, you’ll be asked to sign for the furniture. It’s therefore essential that you’re present. If you’re not satisfied for any reason, please inform the crew.
Some products may require self-assembly (instructions will be provided). A signature on receipt will be required.
NB Delivery only furniture - the product(s) may be delivered by an alternative carrier only offering am or pm timeslots. All delivery only products will be delivered to your door and left packaged. Some products may require self-assembly (instructions will be provided). A signature on receipt will be required.
NB Bed disposal service - the product(s) will not be removed if infested, wet or heavily soiled. Products must be dis-assembled prior to collection.
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Delays
Occasionally, the delivery of your furniture may be delayed or postponed. We will, or course, make every effort to keep you informed and discuss revised delivery timescales.
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After delivery
Your furniture is manufactured to the highest standards. Look after it according to the care instructions and it’ll give you good service. should you have any issues, we have a dedicated customer service team who can be contacted on 0845 7 624 624.
(In all cases you will be dealt with in accordance with your legal rights).
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Large Appliances Terms & Conditions
Click here for large appliances Terms & Conditions
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Made to Measure Shirts Terms & Conditions
Cancellations, amendments & returns
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. The new shirt will arrive 4-5 weeks from the date of return- we will contact you by email to update you on the progress of your order.
Goods should be returned in the original packaging by freepost using the pre-paid returns label provided. Take the parcel to any post office, and obtain a receipt as proof of purchase.
Made to Measure Shirts cannot be returned to any of our stores.
Payment
You can pay for your order using the M&S Credit Card, Visa, MasterCard, American Express, JCB or Delta. Please note that we don't accept Maestro, M&S Budget and the M&S Chargecard for Made to Measure Shirt orders.
M&S points
Please note that if you buy from our Made to Measure shirt range you will earn only one M&S point for every £2 you spend on your M&S card. Credit subject to status. Reward scheme subject to terms and conditions. Cards issued by Marks and Spencer Financial Services plc. 17.9% APR typical (variable)
Delivery
Made to Measure shirt orders will be delivered within 30 days. Delivery is free.
Made to Measure shirts are not available for international delivery.
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Terms & Conditions for using Gift Cards online
Marks & Spencer reserves the right to amend the terms & conditions of the Gift Card at any time and to take appropriate action, including the cancellation of the card if, at its discretion, it deems such action necessary. This does not affect your legal rights.
Payment by Gift Card - Gift cards may be used to purchase goods of a higher price than the amount on the gift card, on payment of the difference.
Gift cards can be used online (subject to website terms & conditions) and at Marks & Spencer stores in the UK, Eire and the Channel Islands. This includes Outlet, railway, motorway and airport stores. M&S Gift Cards cannot be used as payment for M&S products in BP Connect stores.
Gift Cards purchased in Eire and the Channel Islands can be used online (subject to website terms & conditions) and in UK stores. Where necessary, our systems will convert Euro card balances to Sterling and vice versa using a regularly updated exchange rate.
Gift Card Restrictions - Gift Cards cannot be exchanged for cash or used to pay for M&S Money Services, M&S Money Products or outstanding &More or Chargecard balances. Gift Cards cannot be used to pay for Made to Measure Shirts, Large Appliances or M&S energy.
Gift Cards can only be returned or refunded in accordance with your legal rights.
Gift Card validity - Gift cards are valid for 24 months from the last transaction (transactions include balance enquiries). Any remaining balance will be cancelled on expiry of the validity period.
Refunds on Purchases made online by Gift Card - if any product purchased with a Gift Card is returned for an exchange or refund, any money refunded will automatically be credited to the original Gift Card. It is very important that you retain your Gift Card, even when it has a zero balance. If a partial refund is made for any purchase using a Gift Card and another method of payment, then any refund amount owing will be credited to the Gift Card in the first instance. If the total to be refunded is more than originally paid by Gift Card, then any remaining refund balance will then be refunded to the other method of payment used.
Your Gift Card balance - Gift Cards can be activated with a minimum balance of £1 or €1 and have a maximum limit of £500 or €700. Cards can be topped up (in stores) to the maximum value limit.
Your Gift Card balance is updated within 1 - 2 days of each online transaction and can be viewed online under check balance in My Account. Please check instore or online for balance enquiries or contact us by phone on 0845 604 5 604 in the UK and Channel Islands or 1890 719380 in Eire. Local rates apply but please note that mobile rates may vary.
Lost, stolen or damaged cards - Please treat Gift Cards with care. Marks & Spencer will not accept liability for lost, stolen or damaged cards.
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Food to Order Terms & Conditions
The ordering service is available at participating stores only.
The number of servings given is for guidance only.
Product supplied accords with the written description. Products shown may not be actual size. Any garnish, decoration, serving dishes or utensils are not included unless stated in the product description.
All products are subject to availability. In the event of supply difficulties or with discontinued products, we reserve the right to offer alternative goods or packaging of equal quality and value.
Prices and weights may be liable to change. If the price of a particular product is more than stated, you have the right to cancel your order for that product with no obligation and a refund will be made.
We regret that orders cannot be placed in UK stores or online for collection in the Republic of Ireland and cannot be placed in stores in the Republic of Ireland for collection in the UK.
Products containing alcohol can only be sold or delivered to people aged 18 and over. www.drinkaware.co.uk
Order Timescales
There are a number of collection timescales for Food to Order, dependent on the type of food ordered. When ordering products with different collection timescales, the longest timescale will apply for the whole order.
Sandwiches and sushi – 2 working days
Personalised cakes – 7 working days
Wedding cakes – 21 working days
All other products – 5 working days
Products may contain nuts, egg, milk, gluten and other allergens. Please refer to individual product details for further information.
| IF YOU WANT TO COLLECT ON |
PLACE 2-DAY ORDERS BY |
PLACE 5-DAY ORDERS BY |
PLACE 7- AND 21-DAY ORDERS BY |
| Saturday |
Thursday |
Monday |
Saturday |
| Sunday |
Thursday |
Tuesday |
Sunday |
| Monday |
Saturday |
Wednesday |
Monday |
| Tuesday |
Sunday |
Thursday |
Tuesday |
| Wednesday |
Monday |
Friday |
Wednesday |
| Thursday |
Tuesday |
Saturday |
Thursday |
| Friday |
Wednesday |
Sunday |
Friday |
Orders must be placed by 5pm. Orders placed after 5pm will take an additional working day.
Orders for collection in the Isle of Man and Isle of Wight will take an additional working day.
Collection days and times are dependent on the opening times of participating stores.
Payment
Payment details must be given at the time of placing the order online. The following methods of payment are accepted: Maestro UK (not International), Visa Credit, Visa Debit, American Express, MasterCard and JCB.
We will take full payment when we pass your order details to our suppliers.
For store ordering, please speak to a customer adviser as some stores require a non-returnable deposit.
Amending Your Order
You can amend your order up to 5pm before the order deadline. Your order total will update to reflect the new cost.
To amend your collection time, please amend the details in your online account, telephone 0845 604 4604 or visit your local store.
Cancelling Your Order
You can cancel your order up to 5pm before the order deadline. Your order total will update to reflect the new cost.
You will not be able to cancel your order after the order deadline.
Collecting Your Order
You will be able to choose a timed slot for collection. Times are available from morning to evening, dependent on store opening times.
You will need to bring a printout of your order confirmation (and deposit receipt where applicable) when you collect your order.
Your order may be collected by a third party on your behalf. Please note that all customers collecting food orders will be asked for the order summary documentation. Otherwise the following details will be required: the name, billing address, phone number, email address and payment details of the person who placed the order.
You can change your collection time by amending the details in your online account, telephone 0845 604 4604 or visit your local store.
If you do not collect your order on your chosen day, we will retain 50% of the total order value as a charge against the costs incurred by Marks & Spencer in processing and supplying your order.
Refunds
If you are dissatisfied with the quality of any Food to Order product, please return it to your local store or telephone 0845 604 4604.
In the event of non-collection or cancellation of your order once payment is taken, we will return 50% of the total order value to you as a refund. We will retain 50% of the total order value as a charge against the costs incurred by Marks & Spencer in processing and supplying your order.
Promotions
The Food to Order range is not included in any special offers or promotions within store. Any special promotions or vouchers on Food to Order will be sent to you by email or post.
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Luggage Guarantee Terms & Conditions
In the UK value luggage is guaranteed for three years and all other luggage is guaranteed for five years against faulty workmanship. Leather bags are excluded from this guarantee. This guarantee does not cover damage due to overloading, airline damage, accident, neglect or normal wear and tear. Should any airline damage occur it is vital that you inform the airline or their representative before you leave the terminal. Should a fault occur within three years of the date of purchase on value luggage and within five years of the date of purchase on all other luggage with the exception of leather bags, please take your luggage back to any Marks & Spencer store, except Outlet stores and Simply Food stores at service stations, railway stations or airports. Don't forget to take your parcel summary, as proof of purchase, for a full refund. This guarantee is in addition to, and does not affect your legal rights.
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Wine Plan Subscriptions Terms & Conditions
Product Availability
All products are subject to availability and changes. In the unlikely event of a wine becoming unavailable, a substitute of similar style and of equal or greater value will be supplied
Amending your Order
You will be notified via email of upcoming Wine Plan orders. Amendments and cancellations can be accepted up until your order is prepared for despatch. For any amendments and cancellations, please visit ‘View and Edit Subscriptions’ in ‘My Account'. During busy periods your order may be prepared up to 3 days before your wines are ready to be despatched.
Delivery
• We deliver to most UK addresses (excluding the Channel Islands) Monday to Saturday, 7.30am to 6pm.
• We cannot deliver to PO Box addresses or BFPO boxes.
• Please ensure any address changes are notified to us. You can make the change online in ‘My Account’ in ‘View and Edit Subscriptions’.
• Deliveries to Isle of Man, N Ireland and some Scottish addresses will take 48 hours longer.
Refunds
If some or all of the bottles of wine in a case are broken or spoiled when they are delivered, you should notify us as soon as possible. You will be refunded in full for the particular wine/s.
Over 18
Wines can only be purchased and delivered to customers over the age of 18.
You consent to our holding and using your credit card or other card details for the purpose of obtaining payment for each case of wine whilst you are on the Plan.
Cancellation Rights
Under the Distance Selling Regulations, you have the legal right to cancel your order within 7 working days of receipt of the wine. Where wine has been delivered to a third party you will only be able to exercise this right if you are able to return to us the goods you ordered. For details of how to exercise this right please see our Returns and Refunds section or call our Customer Services team on 0845 60 90 200.
Nothing in these terms and conditions affects your legal rights.
