Who are Marks and Spencer?

We are a leading retailer in the UK, with over 1,330 stores worldwide. We offer British style and fashion for Women, Men, Children and Home accessories. We are committed to delivering sustainable value and enhancing lives everyday through high quality clothing and homeware products.

Please click here for the most up to date information about Marks and Spencer.

What is your ethical trading policy?

We have around 2,000 product suppliers in over 70 countries. We’re a fair partner to our suppliers by ensuring good working conditions for everyone in our supply chains.

In 1999, we developed a set of principles in partnership with our suppliers. These principles set down our requirements for suppliers to comply with all relevant local and national laws, particularly on: working hours and conditions, health and safety, rates of pay, terms of employment and minimum age of employment.

As our relationship with a supplier develops, we expect them to improve working conditions in line with the more demanding standards promoted by the Ethical Trading Initiative (ETI), a collaborative group of companies, trade unions and human rights groups set up by the UK Government in 1998. M&S joined the ETI in 1999.

We use a combination of M&S, third- party and self audits to assess supplier performance which are logged on a shared database known as SEDEX. Results are reported in detail to the ETI and summarised in our annual How We Do Business Report.

How can I find out more about Plan A?

You can find out more about Plan A here.

How can I contact you?

Our contact centre line 02 6145 2244 will be open 9am-5pm (UK time), 7 days a week. Please note: this number connects to an English-speaking contact centre.

You can also contact us via email or post:

By email: click here.

By post:
Marks & Spencer Plc,
PO Box 3001,
Sheffield,
S97 3GN,
ENGLAND

For infomation on how to return items please click here

If you’re in the UK please call 0333 014 8430.

Product safety recall

How can I change my email address?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘Change email address’ under ‘Personal Details’ on the ‘My Account’ page.
• Type your new email address in the appropriate space and confirm it.
• Click ‘Save and continue’ at the bottom of the page.

How can I change the name on my account?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘About me’ under ‘Personal Details’ on the ‘My Account’ page.
• Change your name and click ‘Save’.

How can I change my password?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘Change password’ under ‘Personal Details’ on the ‘My Account’ page.
• Type your new password in the appropriate space and confirm it.
• Click ‘Save and continue’ at the bottom of the page.

Are my credit or debit card details saved in my account?

Currently no payment details can be stored on your account.

Is my personal data safe if I create an account?

The Marks and Spencer Group store and/or process your information in line with all applicable European law on data protection to ensure your personal data is kept safe. For more information as to how the Marks and Spencer Group keep your personal data safe, please read our Privacy Policy.

PRIVACY POLICY

How can I unsubscribe from email newsletters?

All our newsletters offer the option to unsubscribe to future emails. Please follow the directions on the newsletter.

Please note that any changes to our email list come into effect overnight, so you may still receive an email from us on the day you ask to be removed.

What payment methods do you accept?

We accept major credit/debit cards (Visa, MasterCard, JCB), Paypal, Apple Pay on iOS devices, Amazon Pay and Afterpay.

What is Afterpay?

Afterpay allows you to purchase your products today and pay in 4 fortnightly instalments. Select Afterpay as your payment method and you will be directed to their website where you will be able to register for Afterpay or login to your existing account.

Can I pay using a gift card?

We currently do not accept payment by gift cards on this website. We will look to offer this in the future. Please note that any giftcards issued for our UK website, marksandspencer.com, will not apply on this website.

Is it safe to enter my payment details online?

We take security seriously and offer safe, reliable payment methods. If you are paying by debit or credit card your payment details are automatically encrypted when you enter them. When paying by bank transfer you will be making the payment in the secure environment of your bank’s online systems.

When will you take payment for my order?

If you used your debit or credit card, payment will be authorised when you submit your order. We won’t take the funds from your card until we’re about to prepare your order for shipment, which is normally within 24-48 hours of placing your order.

How can I get a VAT receipt for my order?

If you would like a VAT receipt for your order, please contact our Customer Services team, who will be able to help you further.
Please click here for our contact details.

How will my transaction show on my statement?

For payments by card: Your transaction will appear as ‘GE/Marks and Spencer’ on your card or bank statement.

Can I order gift cards on the Marks and Spencer International website

We’re sorry but we’re not currently selling gift cards or vouchers on our International website.

I have a UK gift card. Can I use this on the Marks and Spencer International website?

No. We’re sorry but we don’t currently accept gift cards on our International website.

Where can I find the size guides for your products?

Please click here to view our size guides.

Can I leave a gift message for the item I'm buying?

We are sorry but we currently do not offer a service to include a gift message for items within your order.

Can you gift wrap my purchases?

We’re sorry but we don’t offer a gift-wrapping service.

Why aren’t you offering food online?

As with our UK website, we have looked at offering a full online food offer but do not intend to build that capability at present.

Why can’t I find Autograph products online?

We are currently unable to offer products within our Autograph collections due to trademark restrictions. This includes Rosie for Autograph lingerie and sportswear, Autograph women’s cashmere, and David Gandy for Autograph menswear. However, check our website regularly as hundreds of new products launch every week.

Why can’t I buy beauty, flowers and wine online?

We are unable to ship beauty, flowers and wine internationally due to legal, logistic and licensing restrictions.

Why can’t I find children’s toys and books online?

We are currently unable to offer toys and books due to international licensing restrictions. However, you can ship toys and books to friends and family in the UK by shopping at marksandspencer.com.

Where can I find the size guides for your products?

There are links to the size guides on product pages. You can also find links to all product size guides below:

Womenswear

• Click here for our Women’s dresses size guides
• Click here for our Women’s petite size guides
• Click here for our Women’s plus size guides
• Click here for our Women’s tops size guides
• Click here for our Women’s bottoms size guides
• Click here for our Women’s skirts size guides
• Click here for our Women’s nightwear size guides
• Click here for our Lingerie and swimwear size guides
• Click here for our Women’s footwear and hosiery size guides

Menswear

• Click here for our Men’s bottoms size guides
• Click here for our Men’s casual shirts size guides
• Click here for our Men’s casual trousers size guides
• Click here for our Men’s footwear size guides
• Click here for our Men’s formal shirts size guides
• Click here for our Men’s formal trousers size guides
• Click here for our Men’s dressing gowns size guides
• Click here for our Men’s jumpers size guides
• Click here for our Men’s night sets size guides
• Click here for our Men’s outerwear size guides
• Click here for our Men’s suits size guides
• Click here for our Men’s tops size guides
• Click here for our Men’s underwear size guides

Kidswear

• Click here for our Babywear size guides
• Click here for our Boyswear size guides
• Click here for our Girlswear size guides
• Click here for our Boys' schoolwear size guides
• Click here for our Girls' schoolwear size guides
• Click here for our Kids' footwear size guides
• Click here for our Kids' hats size guides

Lingerie

• Click here for our Lingerie bras size guides
• Click here for our Lingerie dressing gowns size guides
• Click here for our Lingerie knickers size guides
• Click here for our Lingerie pyjama bottoms size guides
• Click here for our Lingerie pyjama tops size guides
• Click here for our Lingerie tights size guides

We are delighted to introduce carefully curated external brands to M&S

What are my delivery options?

All existing delivery options are available and will be displayed at checkout. These brands are fulfilled from a different warehouse and therefore will arrive in a separate parcel to any other M&S items you order at the same time.

What is the refund / exchange policy for brands?

The standard M&S refund policy applies to all these brands.

Will the products be available in M&S stores?

Currently, these products are online only.

Which brands are stocked at M&S?

JACK & JONES

Nobody’s Child

Sloggi

Triumph

What is your refund and returns policy?

You may return unused products within 35 days of purchase with a printed return note. Your items don’t need to be in the original box or bag as long as they’re securely packaged.

1. Australia Post tracked postage returns

A standard returns fee of $9.95 will be charged and deducted from the value of your refund.

Return your parcel by creating a return label through our return portal here.

Please enclose the Returns Merchandise Authorisation form in your parcel; attach the returns label to your parcel and drop off at your nearest postal service. Please get a receipt as proof of postage.

2. Self-postage return to the UK

Return your parcel at your own cost through your preferred carrier. The cost of shipping will be dictated by the carrier. Please get a receipt as proof of postage. Please enclose the Returns Merchandise Authorisation form in your parcel and attach the returns label which can both be printed from our returns portal here.

Please contact us If you need to return a faulty or incorrect item.

Note: we cannot accept goodwill refunds for bra accessories, earrings for pierced ear, open bedding or face coverings.

When will I receive my refund?

We aim to refund you within 35 days. This may take slightly longer during busy periods.

This will be issued back to the original payment method by GlobalE, our international sales facilitation and fulfilment partner. You will receive a confirmation email once your refund has been processed.

Free returns for PayPal customers: Learn more

How it works:

1. Activate Return Shipping on us on your PayPal account

2. Purchase your M&S products, using PayPal to pay

3. Return any unwanted items to us, using one of the methods above

4. Submit a claim to PayPal for the return postage amount with proof of PayPal purchase and proof of return shipping costs

5. After your application has been approved, PayPal will aim to send a refund to your PayPal account in 10 days

Terms and conditions apply and are subject to limitations – please refer to the full PayPal T&C’s found here

What if I have a damaged/faulty item?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition.

If your item is damaged/faulty we will provide a replacement (depending on stock availability) or a refund based on your preference.

To help us get this fixed for you, please send a picture of the product or packaging, clearly showing the fault you’ve noticed, to int.damageditem@customersupport.marksandspencer.com. Please also include the following detail so we can help:

• • Your name
• • Your order number
• • Product name and code (the product name and code can be found on your order confirmation email)
• • A description of the fault
• • Your preference for a replacement item or refund

Do I have to open an account to place an order?

This is not necessary. Our website allows you to place orders as a guest. This means you do not have to register an account to place an order, although you will have to provide us with certain mandatory personal information in order for Marks and Spencer to place the order. If you would like to place an order as a guest, start by adding the items you want to your basket. When you proceed to checkout, select the option to complete your order as a guest. We’ll give you another chance to create an account after you’ve placed your order.

Why can’t I order the item I want when it’s available in the UK?

Currently we’re unable to offer all our ranges on our international websites, but we’re looking to expand our selection of products in the future.

The item I want is not in stock. Can I pre-order it?

We are unable to offer a pre-ordering service. We regularly update our website, so keep checking for the latest availability. Please be aware that we change our ranges frequently and some items are discontinued to make way for new ones.

How to buy?

To shop on our site, choose a selection of products; Women’s, Lingerie, Men’s, Kidswear or Homeware, and then the product type (e.g.: trousers, dresses etc). Alternatively, click through to our savings and offers page. Browse through the products we have to offer, and when you find one you are interested in, click on the image to see more detail. If you like this product and wish to purchase it, select the colour, size and quantity you want, and add to your basket. You can then choose to continue shopping or proceed to checkout with your order. Once you proceed to checkout, you can amend your shopping basket and continue to our secure checkout page. Once here, you can choose to sign in to your account or to continue as a new customer, without having to create an account. Enter your details, choosing your delivery method, and click continue. Next you will be required to enter your payment details, billing address and contact details. The Payment details you can choose from are [depends on country]. Once you have entered these details, review to make sure they are correct. Review our general terms and conditions and if you are happy to continue with your purchase click ‘Submit’. Once you submit your order you will be unable to change your order. You will be sent an acknowledgement email detailing your order, and a further despatch order when your item(s) have been despatched.

How can I send an order to the UK?

If you wish to ship to the UK, please place your order via the UK site www.marksandspencer.com.

How can I change the delivery address for my order?

If you’d like to change your delivery address, please cancel your order as soon as possible and place a new one using your preferred address. You can cancel your order by clicking ‘Cancel Order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and you will have to notify us of the cancellation of your order by contacting us directly by email. If your order has been shipped before we receive your cancellation, the order will be shipped to the address you previously specified. Please click here for our address and contact details.

Can I change the size/colour of the item I’ve ordered?

If you’d like to change the size or colour of an item, please cancel your order as soon as possible and place a new one for the items you’d like. You can cancel your order by clicking ‘Cancel Order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and you will have to notify us of the cancellation of your order by contacting us directly by email. If your order has been shipped before we receive your cancellation, please return it to us after you receive it. You can also reorder the new products you want in the meantime. Please click here for our address and contact details.

How can I cancel my order?

• Sign into your account.
• • Click on ‘My account’ at the top of your page and navigate to ‘My orders’.
• • Find your order on the list and click on the ‘View Order’ link next to it.
• • Click ‘Cancel this order’.

Alternatively, if you’ve placed your order as a guest:

• • Click ‘Where’s my order’ at the bottom of our page. Enter your order number, order email and billing zip code to view your order details.
• • On your order details, click the ‘Cancel this order’ option.

    Please note that if the ‘Cancel this order’ option has disappeared, we’ve already started to prepare your order for shipment and you will have to notify us of the cancellation of your order by contacting us directly, preferably by email. If your order has been shipped before we receive your cancellation, please return it to us after you receive it and following your cancellation. Please click here for our address and contact details.

• • Otherwise contact M&S International Customer Services. Details can be found clicking here

The Consumer Rights Directive (CRD) for E.U. Countries: under the CRD, you have the right to cancel the contract for the purchase of certain items at any time up to 14 calendar days after the day on which you receive the goods your ordered. You are obliged to return the item to our UK warehouse within 14 days of cancellation, at your cost. We will refund you within 14 days of receipt of the items. Any paid delivery charge will be included in your refund once we have received all (not part) of your order. Please note that the delivery charge refund will be to the value of standard delivery.

Can I add or delete a product from my order?

If you’d like to add or delete an item, please cancel your order as soon as possible and place a new order including the items you’d like.

You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and you will have to notify us of the cancellation of your order by contacting us directly by email. If your order has been shipped before we receive your cancellation, meaning we cannot amend your order, please return any unwanted items to us after you receive them. You can order any additional products you would like in the meantime. Please click here for our address and contact details.

Can I change my delivery type after I’ve placed my order?

If you want to change your delivery type, please cancel your order as soon as possible and place a new order with your preferred delivery type.

You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and your delivery type can no longer be changed.Please click here for our address and contact details or click here for our range of delivery options.

Can I change the billing address for my order?

 

If you want to change your billing address, please cancel your order as soon as possible and place a new order using the preferred billing address.

You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and you will not be able to amend the billing address. Please click here for our address and contact details or for our range of delivery options click here.

I’ve forgotten my password. What shall I do?

• Click on ‘Forgot Password?’
• Enter your account email to receive an email to reset your password.

How do I create an account?

• Please click here to create an account
• Alternatively,
• Click ‘Sign in’ at the top of the website or via the mobile menu on the left
• Click on ‘Create an account’ under ‘New Customer’.
• Enter your personal details and click on ‘Create an account’ at the bottom of the page.

How can I keep my account details safe?

Click here for our privacy policy

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security. In addition, we recommend that you take the following security measures to enhance your online safety:

• Keep your account passwords private. Remember, anybody who knows your password may access your account.
• When creating a password, use at least 8 characters. A combination of letters and numbers is best. Do not use dictionary words, your name, email address, or other personal data that can be easily obtained. We also recommend that you frequently change your password. You can do this by going to ‘My Account’ and clicking ‘Change name, email or password’.
• Avoid using the same password for multiple online accounts.

I cannot sign in my account even though I am an existing customer

Account details registered on the UK website cannot be carried over to this site, however setting up a new account is easy and fast, click here to create your new account. If you already set up an account on this website and forgot your password, please select 'forgotten password' link and enter your e-mail address. You will then receive an e-mail with a password reset link. Please access the link within 30 minutes to reset your password. Otherwise it's possible that you placed your previous orders as a guest and you don't have an account yet. To create one, please select 'SIGN IN' link at the top of the website on the right and fill in the form.

How do I add a credit card to my account?

• Currently no payment details can be stored on your account.

How do I delete a credit/debit card from my account?

• Currently no payment details can be stored on your account.

How can I close my account?

• If you would like us to disable your account, please contact our Customer Services team, who will be able to do this for you. Click here for our contact details.

What browsers are compatible with the Marks & Spencer website?

The Marks & Spencer website has been designed to be compatible with the following browsers:

• Google Chrome 31.0
• Google Chrome 30.0
• Google Chrome 29.0
• Google Chrome 28.0
• Google Chrome 27.0
• Microsoft IE 11
• Microsoft IE 10
• Microsoft IE 9
• Mozilla Firefox 26.0
• Mozilla Firefox 25.0
• Mozilla Firefox 24.0
• Mozilla Firefox 23.0
• Mozilla Firefox 22.0
• Mozilla Firefox 21.0
• Safari
• iPad
• iPhone
• Android

What is your website’s cookie policy?

The M&S website (www.marksandspencer.com.au) places cookies, which are small data files, on your computer or handheld device. This is standard practice for all websites.

Cookies are essential for helping us deliver a high quality website and online shopping experience for our customers, and some collect information about browsing and buying behaviour.

By using and browsing the M&S website, you consent to cookies being used in accordance with our policy. If you do not consent, you must disable cookies or refrain from using the site.

What is your website’s accessibility policy?

Accessibility Statement

This page states our intention that our website is usable and accessible to all users following the W3C's Web Content Accessibility Guidelines 2.0, Level A.

The measures we have taken to achieve this include:

• • The content can be presented in different ways (for example simpler layout) without losing information or structure.
• • Colour is not used as the only visual means of conveying information.
• • Alternative content is provided for all the images unless they are purely decorative.
• • Contrast ratio is compliant to the guidelines for level A.
• • The form input fields are always associated with labels.
• • Form error messages are specific and clearly identify which error has occurred.
• • All functionality and content of the website is operable through a keyboard interface without requiring specific timings for individual keystrokes.
• • To help users navigate the site, a mechanism is available to skip blocks of content.
• • Web pages have titles that describe topic or purpose.
• • More than one way is available to locate a web page, e.g. using menus and site map.
• • The site is in valid HTML.
• • If you experience problems accessing any of the information on our site, please contact us We will do our best to fix the problem or to provide the information in an alternative format.