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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

Temporary purchasing restrictions

There is plenty of food for all of us, if we just buy what we need. But as a result of unprecedented demand for some products, we’ve introduced temporary purchasing restrictions on some products.

 

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. We have closed all our outlet stores that only sell clothing and homeware with immediate effect.

    Our standalone Simply Food stores and Foodhalls within our larger stores will be open, as we play our part in helping customers get the food they need. Within our larger stores where we sell clothing and homeware as well as food, we continue to trade Food as normal and colleagues are making the changes required elsewhere to ensure we follow the Government’s guidance.

    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.

    Please be aware, our in-store cafés and opticians have also been temporarily closed. For more information on opticians closures, click here

    Our in-store M&S Bank branch and bureaux are currently closed. Don't forget, you can fulfil many of your banking needs through Internet Banking or our Banking App.

    Our Energy Ambassadors have temporarily been removed from our stores, as per the government guidelines. For more information please visit www.mandsenergy.com or email hello@mandsenergy.com and one of our team members will be happy to help you.

    Increase in Contactless payment limit: To enable customers to make contactless payments for more of their essential shopping at this time, we’ve increased the contactless payment limit on our credit and debit cards, from £30 to £45.

  • 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.

  • At this time, we're asking customers not to scan their Sparks card when paying with assistance from one of our colleagues. 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.

  • Furniture delivery lead times are significantly affected and might change, so once you’ve ordered, we’ll be in touch regarding a delivery date. Our delivery team will deliver furniture to your doorstep, but will no longer unpack and install it in your home, nor offer furniture disposal. Thanks for understanding – please practise social distancing when accepting deliveries.

  • We now have a range of M&S food products available for home delivery from Deliveroo, via selected BP M&S stores. Please place your order through the Deliveroo app or on their website at: Deliveroo.co.uk

    It’s free delivery and the minimum order value is £10. We hope you enjoy having M&S food delivered straight to your door.

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. 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, we have decided to temporarily suspend our Food to Order service. Thank you for your understanding. We are working as hard as possible, alongside our suppliers, to ensure all existing orders are fulfilled. We will keep you updated if there are any changes in circumstance to your order. However, if you do wish to cancel, please email your order number and reason for cancellation to foodordering@customersupport.marksandspencer.com and we will arrange this for you. You should receive your refund 5 to 7 days following cancellation, however this may take a little longer than normal as we are currently supporting a large volume of customers.

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