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We're all in this together

#AllInThisTogether

Shop with confidence

Our stores are open, subject to changes in government guidelines and localised lockdowns. Extra measures are in place to keep our customers and colleagues well.

When shopping Clothing and Home, you can expect the same friendly and safe environment you have experienced at M&S Food.

Our 260 stores that sell Clothing and Food under one roof are led by a single manager. Their teams already have an excellent working knowledge of hygiene and social distancing measures needed to keep everyone well.

Read more about changes in our stores, designed to keep you well and help you shop Clothing and Home with confidence.

Plus, find out how we’re supporting the community through the Covid-19 crisis on our All In This Together webpage.

Your M&S Family

Special opening hours

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 – 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.

  • From 10 August, it became mandatory for customers in Northern Ireland to wear face coverings in shops, as is already the case in England and Scotland, (with the exception of young children or people with certain health conditions). Where it is mandatory we would ask all customers to follow this, unless they have a health condition that exempts them.

    Where government guidance is that M&S colleagues should wear face coverings (for example in Scotland), they will do so. As with customers, the government has made exceptions for some colleagues. The government has said it is not compulsory for colleagues to wear face coverings in England, Northern Ireland or Wales – however, we have encouraged them to do so.

    At the moment, there is no government requirement to face coverings in shops in Wales, but they are of course welcome to do so if they would like to.

    In line with government guidance, it will not be mandatory to wear your face covering when eating in our M&S cafés. Of course, all customers are welcome to wear them.

  • All of our stores, including M&S Outlets, Opticians and some M&S Bank branches are now open, subject to changes in government guidelines and localised lockdowns. Check the opening times of your local stores with our store finder.

  • 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 our store finder 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. Between 6-7pm each day, we plan to focus all of our efforts 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?

    This includes anyone who is aged 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 hours 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 store 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 of the day. 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’re asking our customers to do their bit, too.

  • 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.

  • Returns

    • We have safely resumed our Furniture Collection 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.

     

    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. On arrival, the delivery crew will unpack, position and, where applicable, assemble your furniture (excludes “delivery only”). This may be subject to change due to government and local lockdowns.
    • Our furniture disposal service remains suspended and so we will not be collecting any old furniture when we make your delivery. All customers who paid for this service will be refunded.
    • We are now able to offer furniture exchanges.
    • 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 delivered straight to your doorstep.

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

Returns

Our standard return policy for anything you buy is 35 days. This applies to both online and in-store purchases, excluding sale items (14 days). Please click here to find out more.

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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