Shopping in-store & online

We’re working hard to resume our delivery services as soon as possible.

Customers can place orders with UK standard delivery, with an extended timeframe of up to 10 days.

We are working hard to bring our full fashion, home and beauty ranges, hampers and flowers back online in the coming weeks.

Customers can add products to their wish list as they typically would add a product to their bag, by clicking on the wish list icon. Once the item comes into stock, we’ll let them know.

To make it easier for customers, we have created an option to filter products by those that are available to purchase online. All products are clearly marked by a dedicated icon on the product display page.

If we have sufficient stock, customers will receive a notification via email that the product is available to purchase online.

Customers can move available products into their bag, and place others in a ‘wish list’ in order to automatically receive a notification when it is available to shop online.

If the product is available, customers can place this into their bag to purchase online.

Yes, we recommend that you always do your software updates on your phones and devices as they often contain important security updates to protect you.

To be able to shop all of our available products, please ensure that you are using the latest version of our app.

If you don’t want to update your M&S app, you can always use your web browser to checkout instead.

If items that were previously in your basket are now not showing in the M&S app, this may be due to the item not currently being available to order. Please check that you are using the latest version of the M&S app, as well as in your wishlist to see if the item is there instead.

If the item is not present in your basket or wishlist, then this will need to be readded.

Some customers may be asked to reinstall the app so that they have the latest version. You can do this through the App or Google Play store.

No, this service is currently unavailable but we’re working around the clock to get our online offer back to its very best for you over the coming weeks.

You’ll find a summary of all your online orders in the ‘Your Account’ section of our website. You’ll find all the details on the Home screen or just click here to go there now.

We’re able to provide you with a VAT invoice if your order meets the following conditions:

We’re not able to provide you with a VAT invoice if your order meets the following conditions:

If your order meets these above requirements and you still need a VAT invoice, please contact Customer Services with your order number.

You can make changes to your order, including cancellation or amendments to delivery date, delivery method, chosen delivery/collection address, or add a gift message, within 30 minutes of placing it and provided the order status is still displayed as ‘Order placed’.

Guest orders
If you placed your order as a guest, it is not possible to cancel your order yourself. Contact customer services within 30 minutes of placing your order and they will be able to cancel it for you, providing the order status is "Order placed". After 30 minutes, customer services won’t be able to cancel your order.

Unfortunately, you cannot add or remove items once your order has been placed. If you need to do this, we advise that you cancel your order, and then place a new one with your chosen items.

Need to return something? You can see full details on our free returns policy plus any exclusions , here

Your parcel summary document, which is enclosed in your delivery, is your receipt. If you haven’t received a receipt for a furniture order, please contact our furniture customer service team on 0333 014 8111 and they will send you one.

You can still collect your order in store without your order confirmation. Please just ensure you are able to provide the following information:

This also applies if someone else is picking up the order on your behalf.

We have a wide selection of food and wine gifts, alcohol and cakes here. M&S Food is also available for home delivery through Ocado, including our Food to Order range. Find out more here.

In the M&S Food space online there will be a shopping list icon shown at the bottom of the screen which you can click to begin adding your items to. Alternatively, from the ‘Food in Store’ section you can add any items under any category to begin adding to your shopping list.

Under each category there will be a shopping list icon which you can click to review your shopping list and add or remove items. To add products, click on your desired product within our online catalogue and add to your shopping list.

The Wishlist feature allows you to save items you love for later. Here’s how it works:

Scan & Shop Mobile App is available in all M&S owned food stores. Excludes M&S Simply Food Franchise stores at Service stations, Railway stations, Hospitals and Airports. In selected stores, you can also use one of our in-store Scan & Shop devices while shopping.

Yes, Scan & Shop is an exclusive feature available to Sparks customers, along with many other tailored offers, rewards and promotions that Sparks has to offer.

The Scan & Shop App works on devices running iOS 10 (or a later version of iOS) or Android 4.4 (or a later version of Android).

Yes, including ‘Buy one, get one free’ items and multibuys to ensure discounts are applied and you pay the right price

Definitely, we encourage it to reduce plastic waste. As you scan items put them straight in your bag. If you do not have a bag, pick one up from a bag stand and either scan the barcode on the on bag or use add a bag function in the app.

If you wish to purchase age restricted items (i.e., alcohol, medicines) or you are spending over £45, you can scan as normal and then transfer your shopping basket to a till. Please scan a QR code at a dedicated Scan & Shop till and complete your transaction with no restrictions.

No, currently we can’t accept them through the Scan & Shop App, please pay at a normal till to use these.

For bakery items simply scan the barcode on the shelf ticket or type in the 3 digit code. For loose fruit and veg use the scales provided near self service tills to print a ticket and scan the barcode or type in the 3 digit code on the shelf ticket.

You can edit items in the basket screen using the ‘+’ or ‘-‘ toggles on the item or swipe left to remove the item from your basket.

If you are struggling to connect to the app check the below tips to ensure you are good to go!

1. Poor cellular connection - why not try and connect to the free M&S instore Wi-Fi.

2. Location permissions - ensure you have allowed access to your location as we need to detect which store you are in while using the feature (only while using the app).

3. Camera permissions - ensure you have allowed access to your camera to enable the device to scan product barcodes (only while using the app).

4. Latest app version - check you are up to date with the latest version in the Apple/Google Play store

If you are still having issues, or the issue relates to one of our in-store Scan & Shop devices, speak to one of our colleagues who will be happy to help you.

Ocado Retail is one of the world’s largest dedicated online grocery retailers, delivering to over 745,000 customers in the UK. The business encompasses both the Ocado.com webshop and specialist pet shop Fetch. Customers can shop an extensive range of over 55,000 products, at competitive prices and on their chosen devices, all picked, packed, and delivered with industry-leading levels of customer service.

Please visit Ocado.com to register as a new customer and check delivery slot availability.

From September 2020 our delicious, quality M&S Food has been available to Ocado customers.

Ocado customers can be confident they can shop a bigger, better range – all with the M&S quality you can trust and great-value prices you will love. Most of your favourite M&S Food products are available, but some of our ranges, such as flowers and hampers, remain in-store only.

Ocado will not carry M&S Flowers & Hampers – these can be purchased from Marksandspencer.com.

Ocado will have a range of M&S Wines on their website.

M&S and Ocado are different websites and so will have separate login details. Please register for an account on Ocado.com to place an order on Ocado.

There is a selected range of M&S Clothing & Home products available on Ocado that can be purchased alongside your grocery shop. For specific product availability, please visit Ocado.com.

For a full range of M&S clothing & home products, please visit marksandspencer.com.

Ocado does not currently deliver to the whole of the UK. However, Ocado is constantly expanding its delivery areas and may be with you soon.

If you are within the current delivery areas, greater capacity within the network means you should be able to book a delivery slot. Visit ocado.com to register as a customer and check delivery-slot availability.

We're really sorry to hear that you've experienced a problem with your M&S food. Unfortunately, Ocado uses a different system to us so we're unable to help on this occasion. Please speak to our colleagues at Ocado as they have all the details needed to help you resolve this.

If you've received your Ocado order in the last 7 days you can request a product refund quickly using this link: ( https://help.ocado.com/hc/en-us/articles/360017561952-Refund-for-items-that-don-t-meet-our-quality-guarantee-or-are-damaged). We're unable to process a refund for you as our systems are separate, but the team at Ocado will have all the details to hand to help you as quickly as possible.

We'd love to help you, but unfortunately Ocado uses a different system to us so we're currently unable to assist. You can contact our colleagues at Ocado here: (https://www.ocado.com/content/contact-us-175896#:~:text=To%20speak%20with%20one%20of,us%20on%200345%20656%201234) or by phoning them directly on 0345 656 1234.