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We're all in this together

#AllInThisTogether

Shop with confidence

All M&S Food halls are open as usual, including in our larger stores that also sell clothing and homeware. Why not skip the queues and reserve a shopping slot at a time that suits you with our new Sparks Book & Shop service, or shop for yourself or your loved ones with our easy-to-use M&S app. Choose contactless delivery to your door or simply Click & Collect for free at over 600 M&S stores.

Your M&S Family

Stores

  • To help keep all our customers and colleagues well, our stores will have additional social distancing measures in place. Please be kind and give everyone space.

    Colleagues across our stores and supply chain have been provided with additional hygiene products to use – from hand sanitisers and Perspex screens at till points – and extra cleaning is taking place to keep up our excellent standards for you and our teams.

  • It is mandatory for customers to wear face coverings in stores across the UK, with the exception of young children or people with certain health conditions.

    M&S colleagues are required to wear face coverings in England, Scotland and Wales. As with customers, the government has made some exceptions for colleagues.

    In our M&S cafés, it is a legal requirement to wear face coverings when not seated. Customers do not have to wear face coverings when seated to eat or drink.

  • Check the opening times of your local stores with our store finder.

  • Discover more about the exciting changes to our customer rewards scheme here and enjoy little treats and thank yous, like the chance to get your shopping paid for, by us.

Order and delivery

  • The new cut-off for Next Day Delivery is now 8pm. Time Slot Delivery is temporarily unavailable.

  • We have now introduced contact-free home delivery for all clothing, home, flowers, hampers and wine orders. This gives the option of no hand-to-hand contact and the driver can leave the delivery safely at your door.

    You do not need to take any action to enable this. Our couriers are offering this as standard.

    When the parcel has been left safe, a message will be sent from the carrier or a card will be left to advise of the safe location.

    When placing an order, please ensure that up-to-date contact details are added to your account, so the carrier can keep you informed on what time and where your order will be delivered.

  • We are closely following expert health guidance and have put in place additional social distancing and extensive hygiene measures to keep all of our hard-working colleagues healthy and well at work. This includes changes at our distribution centre, which supports our online and delivery operations.

    To help support good personal hygiene, we have installed hand sanitisers across our site and increased access to handwashing facilities. We closed our distribution centre to external visitors and, as our facility is highly automated, it means we need fewer colleagues on site than manual warehouses. We have taken additional steps to minimise contact for those in the building. For example, we have closed alternate work stations to ensure colleagues are spaced further apart when working and we have opened up different entrances and exits to enable colleagues to maintain social distancing as they move around and leave the site.

    We have also made some changes to our processes and tasks to help keep up good social distancing practices.

  • We are closely following expert health guidance and have put in place additional social distancing and extensive hygiene measures to keep all of our hard-working colleagues, including our furniture delivery teams, healthy and well at work. This has included making some changes to our processes and tasks to help keep up good social distancing practices and supporting personal hygiene with increased access to handwashing facilities and hand sanitisers across the furniture warehouse.

    To help support this, we have made the following changes to customer deliveries and collections:

    • All deliveries and collections are contact-free, and we ask for your support in maintaining a 2-metre distance from our furniture delivery team.
    • Your delivery will be made to a room of your choice (unless specified as “delivered to your order”), providing social distancing can be maintained. Our delivery crews are currently unable to provide unpacking and assembly services. We apologise for any inconvenience.
    • We will not be asking you to sign on our handheld device to accept delivery, instead we will take a photograph of the item in your home as evidence of delivery.
    • We will make contact on the day of delivery to confirm it is still convenient.
    • We have safely resumed our Furniture Collection service and Disposal service.
    • We are happy to collect your furniture from the room it is currently in, provided social distancing can be practiced.
    • If it is practical and safe to do so, please move the item to a convenient and accessible location close to your front door. This will help us to minimise the time we are in your home.
    • Our delivery and collection service may be subject to change due to government and local lockdowns, thank you for your understanding.

Returns

We have extended our standard returns policy for non-sale purchases made between 1 January 2021 and 24 February. You now have until 31 March 2021 to return your items.

(For purchases after 25 February 2021 our normal refund policy applies of 35 days)

Our sale returns policy has also been extended for purchases made from 24 December online and 27 December in store. You have 30 days to return sale items, unless otherwise stated.

The Christmas returns policy has been further extended. Any non-sale purchase made between 4 October 2020 and 31 December 2020 can now be returned up until 28th February 2021.

(For purchases after 31 December our standard refund policy applies)

For more information, click here.

Food

We have longstanding relationships with our farmers, growers and manufacturers and are working together to meet customer demand. Now, as ever, you can be confident that the food you buy from M&S is responsibly sourced and we are continuing to support and invest in our supplier partners to deliver trusted value every day.

Wine and Hampers

Due to these unprecedent times, we are currently experiencing a high volume of orders. Our teams are working hard to re-stock our products and deliver to customers as quickly as possible. For an update on your order, please visit My Account. Thank you for your patience and understanding.

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We're all in this together

#AllInThisTogether