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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 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.

  1. 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)
  2. 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 are 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. Product finishes may differ when viewed on a screen or device when then compared to the physical item. This would not be considered a fault with the product.
  3. 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).
  4. 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.
  5. Delivery:
    • Furniture Delivery Costs are £5.99 for a Nominated Delivery Day service.
    • Delivery locations:
      • Furniture can be delivered via our carrier partners to any address in mainland UK with the exception of Northern Ireland, Channel Islands, Orkney Islands, Isle of Man and Isle of Wight.
    • Delivery Terms:
      • 1) Delivery must be to one self-contained address per paid delivery charge. We will not deliver to multiple locations, multiple flats/apartments or accommodation units within one building.
        2) As the M&S furniture is strictly for residential use only, we reserve the right to cancel the order if we believe the furniture is being purchased, or going to be used, outside of residential home use.
    • Delivery booking confirmation:
      • 1) Please note that if your order contains multiple products there is no guarantee that they will all be delivered at same time by the carrier though they should all arrive on same day.
    • Changes to your Delivery:
      • 1) You can manage the delivery of your furniture order delivery via the DPD or Evri Apps if you need to make any changes to the delivery after it has been placed.
  1. 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 7 below for further information about cancelling.
    • Please note that we reserve the right to cancel your order in the event the stock is no longer available. We will of course inform you of this in the event it is necessary and we will refund you the full price paid of the item(s) cancelled.
  2. Amendments or Cancellations:
    • 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’. You can check the status of your order by logging into your account.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.
  3. Returns:
    • Furniture cannot be returned to any of our M&S stores.
      • If you ordered your furniture item on or after the 10 th October 2024, and you wish to return your order, you have 35 daysto inform us, starting on the day after your products have been delivered. Please note Furniture cannot be returned to any M&S store.
      • Returns for products purchased after the 10th October 2024 can be arranged via your online account. If you wish to discuss a return for an item purchased before the 10th October 2024 please contact our customer services teams on 0333 014 8111.
      • Items being returned due to a change of mind by the customer must be returned in the same packaging and condition as delivered. Failure to do this will result in the collection being cancelled.
      • Note that in all circumstances, where a product is in your possession and 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.
      • 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).
  4. After delivery:
    • Furniture cannot be returned to any of our M&S stores..
      If you have a problem with your new furniture please follow the below steps:
      1) Contact us on 0333 014 8111 (for UK) to discuss the situation. Please see our Contact Us page (click here for further contact details.
      2) Delivery damage or faulty items must be reported within 35 days of receiving delivery of the order
      3) If your furniture is damaged or faulty, the remedies we will provide will depend on the circumstances of each case, but may include replacement or a refund as appropriate and in accordance with product availability. This does not affect your Statutory Rights.
      5) Where you return faulty goods to us more than 1 year after delivery, and where you are entitled to a refund, we reserve the right to apply a usage deduction for the period of use that has passed. That period of use will be set from the time of delivery to the date the claim was raised, and calculated to the nearest month. The refund you will receive will be calculated as shown below.

      • 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%

    • 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.
  5. 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)
    • The M&S 10-year Guarantee covers the product against any sort of failure that would arise from a manufacturing defect.
    • Please note all outdoor furniture is excluded from the 10-year Guarantee and has a 12-month after carewarranty. 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.
    • 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 M&S 10-year Guarantee – please read carefully
        What does your guarantee not cover?
      • 1) Ex-display products purchased in-store.
        2) Products purchased from M&S Outlets.
        3) Any 3rd Party Brands which may have their own guarantee separate to the M&S guarantee.
        4) Any outdoor furniture.
        5) Accessories.
        6) Normal wear and tear.
    • The guarantee will not apply if:
      • 1) The furniture has been subject to adverse moisture, heat or direct sunlight.
        2) The product has not been properly maintained in accordance with the care instructions, or there is evidence of product abuse, misuse or use in a non-domestic environment.
        3) The product is in an unsanitary condition. We reserve the right to refuse to collect and/or dispose of any unsanitary product.
        4) The product has been exported outside of the UK.
        5) The guarantee is nontransferable and cannot be ‘transferred’ to new owners if you decide to sell or pass on the furniture item to someone else.
    • 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.
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