Furniture Terms & Conditions
For orders placed via www.marksandspencer.com in-store and over the phone.
These furniture terms and conditions of sale ("Terms and Conditions”) apply to any order you place for made-to-order and stock product categories through www.marksandspencer.com in-store or over the phone.
All other terms and conditions are as stated in our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link). In event of any inconsistency between these Terms and Conditions and our General Terms and Conditions of Sale, these Terms and Conditions will apply.
- Payment:
- All card/cash/credit/voucher/PayPal/Clearpay payments will be processed on the day you place your order.
- If you have purchased your furniture using the Interest Free Credit option (UK only), your first payment will be activated upon successful delivery of your furniture, in accordance to your credit agreement. (https://www.creation.co.uk/about-us/terms-and-conditions)
- Our furniture products:
- All our furniture complies with the appropriate safety standards for domestic use only; it is not intended for commercial use. Any guarantee would be invalidated in the event that the furniture is used in a commercial environment. Unless stated otherwise, the furniture is suitable for indoor use only.
- Images displayed as a guide only and may not be representative of the finished product. Fabrics are overlaid onto model images, so actual seams and pattern match may differ from what is shown.
- Our Furniture Proposition is changing and M&S will be removing certain items from its product offering, including Made to Order (from 31 July 2024) and M&S own brand 2- Person Delivery Furniture (from 14 September 2024).
- Please note that any 2-Person Delivery Furniture, including Made to Order Furniture, will be subject to the additional terms at section 15.
- Will it fit?
- Before you place your order, it is essential that you note your furniture’s dimensions and check that it will fit into your home and into your chosen room and through all access routes (both internal and external). To assist, a “Will it fit?” guide is available in store or from www.marksandspencer.com (click here for link).
- If the product does not fit or if the access route is not suitable, we will be obliged to cancel your order and you may, at our discretion (to take account of our reasonable costs), incur a £25 overall charge which will show as a separate charge. You will be refunded for the purchase price.
- Fabric Swatches:
- You can order fabric swatches for our upholstery Made To Order sofas, divan bases and headboards before you purchase. Please click here for link.This service is available until July 17th 2024, after which point the service will close and it will no longer be possible to order fabric samples.
- Check your order:
- Please check your order confirmation documents carefully and ensure that the item, style, colour and quantity of the products stated match what you’ve ordered. If the details are incorrect or incomplete, please contact your ordering store or our Customer Services team (0333 014 8111 for UK) as soon as possible. Please see our Contact Us page (click here) for more details.
- To ensure the smooth delivery of your order, please advise if you think we may have some difficulty accessing your property. Please let us know any of the following before booking your delivery date:
1) Any height, width, or weight restrictions on roads nearby.
2) Any parking restrictions that will impact the time required to load and unload.
3) Any road accessibility issues, such as narrow lanes, red or restricted access routes. - Our larger bulkier / heavier products items, the 2 Person Delivery Furniture listed at section 15, will be delivered by a 2-person team. Our standard delivery vehicle is a 7.5T truck and will need to park reasonably close to your property for the duration of your delivery. Click hereto view an example of a standard delivery vehicle size.
- Delivery:
- Delivery Costs:
- Delivery within the UK will cost £15 per order. We reserve the right to amend or waive this charge at our sole discretion.
- Delivery locations:
- 1) Furniture ordered via marksandspencer.com can only be delivered within the UK mainland, the Isle of Man and Northern Ireland. We are unable to deliver furniture to certain postcodes within the following regions: Argyllshire, Bute, Comhairle nan Eilean Siar, Highland, Isle of Scilly, North Ayrshire, Orkney Island and Shetland. For full list of postcodes (click here for link).
2) For customers in Guernsey and Jersey you can order furniture through one of the local stores until 14th June 2024. Delivery will be completed by their own carrier. Please check with your local store for further details.
- 1) Furniture ordered via marksandspencer.com can only be delivered within the UK mainland, the Isle of Man and Northern Ireland. We are unable to deliver furniture to certain postcodes within the following regions: Argyllshire, Bute, Comhairle nan Eilean Siar, Highland, Isle of Scilly, North Ayrshire, Orkney Island and Shetland. For full list of postcodes (click here for link).
- Estimated delivery date:
- 1) For orders placed in store or over the phone, one of our customer services assistants will notify you of the estimated despatch time.
2) For orders placed online, the individual product pages will specify the estimated despatch time.
3) Please note that all your products will be delivered in one delivery. If you order more than one furniture product, the delivery date we offer will be based on the product with the longest estimated despatch time.
4) As soon as we receive your order, you will receive a text or email for you to choose a specific day of delivery.
- 1) For orders placed in store or over the phone, one of our customer services assistants will notify you of the estimated despatch time.
- Delivery booking confirmation:
- 1) To help you prepare, we will contact you by SMS or e-mail to you a week before delivery and let you know everything is on track or provide updated delivery dates.
2) A few days before delivery, we will text or call you to confirm your two-hour delivery time window. The delivery window represents the time during which we expect the vehicle to arrive with you.
3) Should you need to change your agreed delivery date, we will do so free of charge provided you give us at least 3 clear working days’ notice (not including the date of delivery) before your agreed date by contacting us by phone. Any changes after this point will (to take account of our reasonable costs) incur a delivery re-arrangement fee of £25 in total.
- 1) To help you prepare, we will contact you by SMS or e-mail to you a week before delivery and let you know everything is on track or provide updated delivery dates.
- Delivery Day for 2-Person Deliveries:
- 1) Please ensure all access routes (internal and external) are clear and that there is sufficient space in the room for the delivery crew to deliver (and where applicable) unpack and assemble your furniture. Our crew must have normal ground floor access and the access route, and the room must be large enough to accommodate your order.
2) On your delivery day we will call you between 7am and 10am to confirm we are on schedule. Please note, if your delivery window starts before 10am, we will call you 15 minutes beforehand.
3) If you have provided us with a mobile number, we will send an SMS (text) message to your mobile phone when the vehicle is approximately 30 minutes from your home.
4) We take your security and peace of mind seriously, so all our delivery crew will introduce themselves to you with their ID card. All our furniture delivery vehicles have a trained crew of two.
5) On arrival, the delivery crew will unpack, position and, where applicable, assemble your furniture (excludes “delivery only” products – see below section 7).
6) We will not be asking you to sign our handheld device to accept delivery, where possible we will take a photograph of the item as evidence of delivery. 7) All packing materials will be removed and disposed of responsibly in accordance with our Plan A commitment (click here for link).
8) If no one with authority to accept the delivery (meaning persons aged 16 years of age or above) is available at your specified address at the time of delivery, your order will be returned to our warehouse and you may, at our discretion (to take account of our reasonable costs), incur a delivery re-arrangement fee of £25 in total.
- 1) Please ensure all access routes (internal and external) are clear and that there is sufficient space in the room for the delivery crew to deliver (and where applicable) unpack and assemble your furniture. Our crew must have normal ground floor access and the access route, and the room must be large enough to accommodate your order.
- Changes to your Delivery:
- 1) Once you have agreed your delivery date with our delivery service team, should you need to change it, we will do so free of charge, subject to the below, up until 3 working days before your agreed date. Any changes after this point will incur a delivery re-arrangement fee of £25.
2) Please be aware that any order placed for products from the T65 range of stocked furniture does not constitute a reservation of the products. The availability of the products is not guaranteed and in the event that you elect to move the delivery date, beyond the initial delivery date proposed, you accept that the risk of the products becoming out of stock and no longer available is increased. M&S shall not be liable in relation to the unavailability of products. Should the products become unavailable following such a change in the delivery date, M&S agrees to provide you with a full refund for the unavailable products.
- 1) Once you have agreed your delivery date with our delivery service team, should you need to change it, we will do so free of charge, subject to the below, up until 3 working days before your agreed date. Any changes after this point will incur a delivery re-arrangement fee of £25.
- Delivery Costs:
- Delivery only products:
- Certain products within our range are supplied on a ‘delivery only’ basis, which will be made clear in the DELIVERY, COLLECTIONS & RETURNS section on the website so you are aware of this prior to making your purchase. These will be identified by
Delivered to your door or Delivered to your room of choice. - Delivery Only products will require unpacking and possibly self-assemblyy. This will be highlighted on the product pages with
Self-Assembly orNo assembly required. Instructions will be provided within product packaging. Please unpack and check your furniture as soon as possible after delivery. - After the 21st September 2024 all product delivered will be self-assembly only.
- Certain products within our range are supplied on a ‘delivery only’ basis, which will be made clear in the DELIVERY, COLLECTIONS & RETURNS section on the website so you are aware of this prior to making your purchase. These will be identified by
- Delays:
- Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed, minimise delay and discuss revised delivery timescales, but we shall be under no liability for any delay or failure to deliver your furniture if the delay or failure is wholly or partly caused by circumstances beyond our reasonable control (e.g. particularly bad weather conditions). Where there is a delay or failure for such reasons, you may wish to cancel your order. See section 10 below for further information about cancelling.
- Amendments:
- Should you need to amend your order, please contact our Customer Services team on 0333 014 8111 for UK.
- If you amend your order, you may find there are changes to your delivery timescales and/or the price you pay for the product(s). Where this is the case, you will be shown the current selling price along with the relevant delivery options and their cost on the day you amend your order and will have the option to either confirm the amendment(s) or cancel your order. See section 10 below for further information about cancelling.
- Subject to the point immediately above, you will not be charged to amend your order provided you give us at least 3 clear working days’ notice (not including the date of delivery) before your agreed delivery date. Any changes after this point will (to take account of our reasonable costs), incur a fee of £25 in total.
- Cancellations:
- If you wish to cancel your order, you have 14 days to inform us, starting on the day after your products have been delivered. Please call our Customer Services team (0333 014 8111 for UK) and they will arrange a time for us to collect your furniture. Furniture cannot be returned to any M&S store.
- All products returned must, when received by us, be in their original re-saleable condition. Deductions from any refund may be made by M&S for any excessive handling, such as: the disposal of the product’s original packaging, or where an item has been partially/fully built.
- There will (to take account of our reasonable costs), be a collection charge of £25 in total (which will show as a separate charge).
- Note that in all circumstances, where a product is awaiting collection, you are responsible for any loss or damage to the furniture before it is received by us (except where caused by us). We reserve the right to deduct these costs from any refund made to you. Our crew will take photographs of the relevant products on delivery to document their condition.
- Please note that our goodwill refund policy, which can be found within our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link) does not apply to furniture. Once your cancellation right has expired, we will only give a refund in accordance with your legal rights, for example, if the goods are not of satisfactory quality or as described. Please see our General Terms and Conditions of Sale for further details of your legal rights (click here for link).
- Furniture Disposal Service:
- This service must be ordered with your new product and cannot be ordered after you have placed your order.
- This service is available for Made to Order Upholstery, mattresses, and beds.
- This service is not offered on cabinetry, garden, or stocked upholstery.
- Removal charges are £39 for upholstery (per item) and £29 for mattresses or beds (per item), e.g. disposal of two sofas would cost £78.
- We will only collect products from the same address as your new furniture is being delivered to.
- The product(s) will not be removed if infested, wet, heavily soiled, or dangerous to remove.
- You must arrange for bedsteads to be disassembled prior to collection or the collection of the disposal cannot happen and you will not be refunded for this service.
- Please note this service will no longer be available to order from 31st July 2024
- After delivery:
- Furniture cannot be returned to any of our M&S stores..
If you have a problem with your new furniture delivery or need to return an item, please follow the below steps:
1) Contact us on 0333 014 8111 or 0353 1695 0741 (for UK) to discuss the situation. Please see our Contact Us page (click here for further contact details.
2) Please retain the original packaging.
3) Our furniture care team will contact you to advise of next steps. Damaged or faulty items and missing parts must be reported within 30 days of receiving delivery of the order.
4) If your furniture is damaged or faulty, the remedies we will provide will depend on the circumstances of each case, but may include repair, replacement or full or partial refund, as appropriate and in accordance with product availability which is further explained in section 15. This does not affect your Statutory Rights.
5) Where you return faulty goods to us more than 1 year after delivery, and you are entitled to a refund, we reserve the right to apply a usage deduction for your period of use. That period of use will be set from the time of delivery to the date the claim was started and calculated to the nearest month. The refund you will receive will be calculated as shown. - All products returned must, when received by us, be in their original re-saleable condition. Deductions from any refund may be made by M&S for any excessive handling, such as: the disposal of the product’s original packaging or where an item has been partially or fully built.
- If you are exporting your furniture internationally, please make sure you are completely happy with your product before shipping onwards as we cannot arrange international collections or administer after sales assistance overseas. Please also check what customs formalities are involved, including payment of export or import duties. If you intend to export your furniture internationally, please contact our Customer Services team (0333 014 8111 for UK) and they will provide you with assistance.
How long since date of delivery to Customer?
Percentage of price paid refunded to Customer once item collected
if 12 months or less
100%
if 24 months
80%
if 36 months
70%
if 48 months
60%
if 60 months
50%
if 72 months
40%
if 84 months
30%
if 96 months
20%
if 108 months
10%
if 33 months (example)
72.50%
- Furniture cannot be returned to any of our M&S stores..
- Furniture Guarantee:
- If you purchased your furniture on or after the 28th of January 2020 it will come with a 10-year guarantee. If you purchased before this date please contact our Customer Services team (0333 014 8111 for UK). (click here for link to UK)
- Our 10-year Guarantee covers the product against any manufacturing failure. This covers such things as sofa frame, material, drawers, doors, mattresses and beds against any sort of failure that would arise from a manufacturing defect.
- Please note outdoor furniture is excluded from the 10-year Guarantee and has a 12-month after care warranty. This does not affect your Statutory Rights.
- Please note that the 10-year Guarantee does not cover any issues arising as a result of normal wear and tear, improper care & maintenance, using in a commercial environment or accidental damage. The life of your furniture depends on you looking after it according to the care instructions provided.
- This guarantee is in addition to and does not affect your Statutory Rights. Please see our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link)
- Where there is a proven manufacturing fault we will either repair, replace or refund depending upon the nature of the damage and the product itself.
- Please note for any 2-person Delivery Furniture piece (referred to as T65) and any Made to Order (T39) furniture piece the repair or replace option will not be available as a resolution and we will only be able to offer you a refund in line with our usage deduction policy explained at section 12.5 above. This does not affect your Statutory Rights.
- Where a replacement is offered, the 10-year Guarantee will still expire on the original guarantee expiration date.
- Where a refund is offered we reserve the right to apply a usage deduction to the amount refunded where the product was delivered more than 12 months before the date of claim. Please refer to section 12.5 above for further details.
- Exclusions to 10-year Guarantee – please read carefully
-
What does your guarantee cover?
- 1) Ex-display products purchased in-store.
2) Products purchased from M&S Outlets.
3) Any 3rd Party or Dropship brands which are delivered directly by that brand.
4) Any outdoor furniture.
5) Accessories.
6) Normal wear and tear.
- 1) Ex-display products purchased in-store.
- The guarantee will not apply if:
- To make a claim, please call our Furniture Customer Services team (0333 014 8111 for UK) to discuss the situation. You will need to provide all the following:
1) Proof of purchase.
2) A photograph of the batch label.
3) Photographs of the fault.
- To make a claim, please call our Furniture Customer Services team (0333 014 8111 for UK) to discuss the situation. You will need to provide all the following:
- Claiming on your guarantee:
- To make a claim, please call our Furniture Customer Services team (0333 014 8111 for UK) to discuss the situation. You will need to provide all the following:
1) Proof of purchase.
2) A photograph of the batch label.
3) Photographs of the fault.
- To make a claim, please call our Furniture Customer Services team (0333 014 8111 for UK) to discuss the situation. You will need to provide all the following:
- Made to Order Sofas:
- Our Made to Order Upholstery ranges are supplied in fabrics which have been treated with ‘Stain Defence’.
A direct water repellent is applied to the fabric surface, which slows down the absorption of liquids. This allows time for any spillage to be cleaned up. Furthermore, it aids the cleaning of fabrics when using spot cleaners. - A select range of fabrics are available with Aquaclean® technology.
This treatment covers the fibres with a protective layer to prevent dirt penetrating the fabric. This also allows for stains on the surface of the fibre to be trapped and then lifted with the use of water. - These treatments are not designed to resist dye transfer.
Always make sure the clothing or cushions used on your upholstery is colour fast. This is particularly relevant on light coloured fabrics. - Please note that the treatments described above are not available on a selection of upholstery collections including ‘Fired Earth’ or ‘Swoon’.
- Our Made to Order Upholstery ranges are supplied in fabrics which have been treated with ‘Stain Defence’.
- Exemptions
- Please note that after 31st July 2024 we will no longer be able to accept orders for any Made to Order (T39) furniture piece either in store or online. This will include any upholstery piece, divans, bed frames and headboards. Therefore, should any issue occur relating to the quality of these items, that would usually warrant a repair or replacement, we will only be able to offer you a refund in line with our sliding scale refund policy explained above. This does not affect your statutory rights.
- Please note that after 14th September 2024 we will no longer be able to accept orders on any own brand 2-Person Delivery Furniture piece (referred to as T65) either in store or online. This is due to the Furniture Proposition changing and M&S removing these items from its product offering. Therefore, should any issue occur relating to the quality of these items, that would usually warrant a repair or replacement, we will only be able to offer you a refund in line with our sliding scale refund policy explained above. This does not affect your statutory rights.
- Please note that 3rd party brands, also referred to as Dropship Vendors, are unaffected by the exclusion list below as they are exempt from the 10-year Guarantee unless specifically stated differently.
- 2-Person Delivery Furniture items include the following;
MTO Upholstered Sofas of all sizes
MTO Upholstered Armchairs
Wardrobes
Chest of Drawers
Sideboards
Bookcases
Shelving / Display Units
Dining Tables
Dining Chairs (where not flat packed)
Bedframes
Mattresses
Divans
Headboards
Garden Furniture
