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We're all in this together

#AllInThisTogether

Covid-19 Information for our Customers

For over 135 years M&S, our customers, and the communities we serve, have faced challenges big and small and come through them all by supporting each other and working together.

Now, as ever, the entire M&S team – across our stores, our support centres, our warehouses and in our supply chain – is working tirelessly to deliver for our customers. We’d like to say a huge thank you to all our colleagues for their dedication, and also to you, our customers, for your loyalty and understanding during these exceptional times.

However events unfold, M&S is here to help and we have already put in place new measures to support our customers and colleagues.

To find about more about what we’re doing to help keep our customers,
visit our All In This Together webpage.

Your M&S Family

Special opening hours

Starting Monday 23 March we're reserving the first hour of trading on the following days for:

Monday - Vulnerable and older customers

Vulnerable and older customers

Tuesday - NHS and emergency workers

NHS and emergency services workers. Health and social care workers

Wednesday

Thursday - Vulnerable and older customers

Vulnerable and older customers

Friday - NHS and emergency workers

NHS and emergency services workers. Health and social care workers

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 and extra cleaning is taking place to keep up our excellent standards for you and our teams.

  • We fully support the Government’s efforts to protect our NHS and save lives.

    Our outlet stores that only sell clothing & home are currently closed.

    Our standalone Food stores and Foodhalls within our larger stores are open, as we play our part in helping customers get the food they need. In many of these stores you can also pick up clothing basics.

    Reopening – 15th June

    Following the latest government guidance, we are planning to open the majority of our clothing space on June 15th. There will be a number of measures in place to keep everyone healthy and well – for example perspex screens at till points, floor markings to help with social distancing, hand sanitisers by the entrances and an increased contactless payment limit of £45 at Clothing tills. Our 260 stores that sell both clothing & food are led by a single manager – so it means they already have a brilliant working knowledge of the necessary hygiene measures to keep everyone well and how to manage social distancing and the flow of our customers in and out of their store . Whilst fitting rooms will remain closed our refund policy will remain at 90 days helping customers shop with confidence.

    We will continue to operate social distancing and extensive hygiene measures in our Foodhalls.

    The following areas of our stores remain closed – in-store cafes (some are operating for takeaway coffee), Opticians and M&S Bank branches and bureaux Our Energy Ambassadors have also been temporarily removed

  • If you need to shop for yourself, family or someone in need of extra support, you can find local opening times here

    Supporting our customers and communities during this difficult time is our number one priority. We want to make sure everyone has access to the items they need, so we are setting aside the first hour of trading on certain days for our older and vulnerable customers, and for our brilliant NHS staff, carers and emergency workers.

    For older and vulnerable customers, this is on Mondays and Thursdays. For NHS staff, carers and emergency workers, this is on Tuesdays and Fridays. Please visit to find out the opening times of your store. Please note, this does not include franchise stores in petrol and railway stations.

    We’re also providing a dedicated telephone banking hour for our fantastic NHS and emergency services workers. During 6-7pm each and every day, we plan to focus all of our effort on servicing their banking needs as quickly as possible.

    We ask our other customers to respect this request, as it’s the kindness and support we show each other that will get us through this.

    What do you mean by ‘older’ customers?

    70 and over – this is the age group that has been recognised as needing additional support by the NHS

    What do you mean by ‘vulnerable’?

    The NHS has given guidance on vulnerable categories such as those with long-term conditions, weakened immune systems and pregnant women

    We welcome any customer who feels they are in a vulnerable category to shop during the special opening hour and we kindly ask our other customers to respect this

    Can I shop on behalf of an older or vulnerable person during these times?

    It’s amazing that customers are helping each other and you can use the slot if needed. However, if possible, we would ask you to try and shop in other trading hours to ensure a quieter and easier shopping experience for those older and vulnerable customers who are shopping at this time

    We have put in a number of measures to ensure stores are well stocked throughout the day and we will continue to do this

    Can you change the time for NHS workers as shift patterns vary?

    Our stores colleagues are working tirelessly to deliver for customers and we want to keep it as simple as possible to implement this by just using the first hour. We hope having two days will mean lots of workers can access the time slot

    Will you be checking ID on entry?

    We will ask NHS staff, carers and emergency services workers to show their staff passes or other relevant ID such as a Blue Light Card or Care Quality Commission ID.

    Of course, in this unprecedented time our colleagues may not be able to always check ID and we’re relying on our customers to respect this request

    How are you policing this?

    We really hope we won’t have to police it. We’re doing our bit to feed the nation and we’re all in this together so we ask our customers to do their bit, too.

  • We've increased the period to add your points from 30 days to 90 days. To add your points, please click here

Order and delivery

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

    Please be aware, deliveries are taking a little longer than usual due to extra measures put in place to help keep colleagues and customers well. Thank you for your understanding.

  • 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 leave 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. During this time, deliveries may take a little longer than usual because of the extra measures and changes we have put in place to keep colleagues and customers well.

  • 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:

    • All deliveries 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, providing social distancing can be maintained, and it will be left packed.
    • Our furniture disposal service remains suspended and so we will not be collecting any old furniture when we make your delivery. We will also not be offering exchanges at this time.
    • 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’s still convenient.
  • We have partnered with Deliveroo to provide our customers a same-day delivery service of essential groceries, as well as M&S favourites and treats. If you live within the delivery area of one of the 100+ BP M&S stores offering delivery, or selected M&S stores, you will be able to get everything from milk and bread to pizza and wine straight to your doorstep.

    Click here for more information on how to order and to see if your local store is participating.

Returns

  • We’ve increased the return period on anything you buy with us to 90 days. This applies to both online and in-store purchases, except in the case of sale items (30 days). We hope this helps reassure you during this difficult time.

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.

Colleagues from our Clothing & Home team are joining our Food teams so we can continue to give the magic and sparkle service you rely on at M&S despite increased demand.

  • In light of the current situation caused by the coronavirus (COVID-19) outbreak, we have made the difficult decision to temporarily suspend our Food to Order service. This is to allow our suppliers to focus on delivering essential items to help us feed the nation. We thank you for your understanding during these challenging times.

    To find out more about our partnership with Deliveroo, click here.

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