Collection & delivery

You can check the status of your order and find tracking information at any time in My Account. If you placed your order as a guest, click here for tracking information.

We’ll keep you updated about your order via email – you’ll initially receive an order confirmation from us, and we may also send you important updates about items in your order, including when they’ve been despatched.

To get your order to you as quickly as possible, we may have to send some items separately and these may occasionally be delivered by different couriers. Our couriers deliver between 7am and 7pm. During busy periods, we may deliver outside of these hours.

Furniture

When placing your order online or over the phone we’ll provide you with an estimated despatch time which is shown on the product page. If you’ve ordered multiple items from us your estimated despatch date will be for your entire order and be based upon the product with the longest lead time. As soon as you have placed your order you’ll receive a text or email from us asking you to select a specific delivery day. If you have placed an order which has a estimated delivery longer than 90 days you will receive your booking in date when it comes into this window.

A week before delivery we will send you a reminder e-mail about your order, if you need to move or change the date at no additional cost for the first time you can do so at this point.

Two days before your delivery, we will text and confirm your 2-hour delivery window. You’ll receive messages from us on your day of delivery letting you know that we’re on our way. Deliveries take place between 7am-7pm.

Check if the courier has left your delivery in a safe place.

Check if one of your neighbours has received the delivery for you.

Use the tracking number to see if the tracking system has been updated with any information, such as a photo of where it has been left.

If your delivery still cannot be found, please get in contact with our customer services team

When you arrive at your store, look for a collection point or Foodhall till point, if you are unable to find this, please ask one of our store colleagues who will happily help you. Please bring your confirmation email with you (either printed or on your phone) to collect your order. One of our store colleagues will then bring you your food order.

Home delivery

Most deliveries need to be signed for, so if you’re out when delivery is attempted, our couriers will leave a card explaining what to do next.

If you’ve ordered a hamper, we’ll leave it in a safe place if you’re not home. However, as hampers can contain perishable items, we recommend choosing a day when you know someone will be available to sign for it.

Store collection - Cakes

As food items are perishable, you’ll need to collect your order on the same day it arrives in store. Unfortunately, we are unable to extend your collection date or give you a refund if you don’t collect your order on the selected day. Cake orders can be cancelled or amended within 30 minutes of placing the order – after this time, we are unable to change or amend your order or chosen collection store.

Store collection - Everything else

We’ll hold your order at your chosen collection store for seven days after your selected collection date. If you’re unable to collect your order by the seventh day, please contact your chosen store directly. They may be able to extend the collection period for you. If not, your order will be returned to our warehouse and a refund will be issued to your original payment metholy.

International delivery

Some international deliveries need to be signed for on receipt. If there’s no one available, we’ll leave a card explaining what to do next.

Collection will be available in stores across England, Wales and Scotland.

Due to legislation changes that came into effect as a result of Brexit, we have temporarily suspended our Food to Order and cake collection service in Northern Ireland. We are working hard to resume this service as soon as possible.

We are encouraging customers to bring their own bags to collect their online orders. We are committed to reducing, reusing and recycling our packaging and are trialling new alternatives. In some stores, you may find that items in your Click & Collect order are packaged in a plastic bag or given to you without one. Please help us reduce our use of plastic by bringing your own bag to collect your order.

Your summer beauty bag may be sent separately from the rest of your order, and can take up to 10 days to arrive.

Delivery varies depending on the product, so please scroll down to find the department relevant to your order.

If you are shipping to Jersey, please use the dedicated Jersey website.

If your postcode belongs to GX11 1--, we do not currently offer standard delivery.

Unfortunately, if your postcode belongs to one of the below groups, we cannot guarantee the full freshness of flowers upon arrival, therefore we do not deliver:

Hampers
Unfortunately, for all Chilled hamper lines, if your postcode belongs to one of the below groups, we cannot guarantee the full freshness/quality of the hamper upon arrival, therefore we do not deliver:

Unfortunately, for all ambient hamper lines, if your postcode belongs to one of the below groups, we cannot guarantee the full freshness/quality of the hamper upon arrival, therefore we do not deliver:

For all ambient hamper lines, if your postcode belongs to one of the below, your order will arrive within 48 hours:

If your postcode belongs to one of the below, we do not offer next-day delivery. However, we do offer standard delivery with a maximum delivery lead time of five days:

HS1-9

KW15-17

PA20-49

PA62-78

PA80

ZE1-3

Unfortunately for all wine lines, if your postcode belongs to one of the below groups, we cannot deliver to this region:

All BT Postcodes

Furniture
Unfortunately, we are unable to deliver furniture to the following postcodes:

Clothing and home
Unfortunately, next-day delivery is not available to the below postcodes:

Orders can only be delivered to one address. You’ll need to place separate orders for items that need to be delivered to different addresses

Once you have purchased your item, it should arrive within 10-14 days.

We’re really sorry about that. If you have received any incorrect items, you must inform us within a reasonable period of time. Where possible, you will be asked to return the products to us using one of our free returns options. If it is not possible for you to return the item, and if you are eligible for a refund or replacement, this will be discussed at the point of contact.

We hope to resume these services as soon as possible. In the meantime, you can continue to shop in store for cakes, flowers, wine and the rest of your favourite M&S Foodhall products.

M&S Sandwich platters will only be available for collection in store.

If there are issues with products received, customers can request a refund quickly and easily on the Ocado website. You just need to log in, go to ""My Ocado"", then ""order""and select ""request"" under Refunds.

For any other issues, customers can get in touch with Ocado's Customer Service team by phone, email or live chat by visiting the ""Contact Us"" page on Ocado's website.

Start by choosing the local country you wish to ship to – you can select the correct region at the top right of our website. Please note: all products are sold on a delivery duty-unpaid basis, so recipients outside the EU may have to pay import duties, or other taxes. Our local delivery partners may also charge fees for processing import duties. Please consider costs that may be applicable on arrival into the country of your choice, as unfortunately M&S can’t be held responsible for these.

Varies by market. Please refer to your local market website for more details.

You can enter an international address and make it your default at the checkout, or in your account settings – go to ‘Your account’, select ‘Go to your account’, then ‘Address book’.