Product & brands information

Contact us on 0333 014 8111 or 0353 1695 0741 (ROI) to discuss the situation, or visit the Contact Us page for more details. Please retain the original packaging

Our furniture care team will ask you to take photos of the damaged/affected area.

Our furniture care team will contact you to advise on next steps

If we find your furniture to be damaged or faulty, the solutions we suggest will depend on the circumstances of each case, but may include repair, replacement or a refund, as appropriate and in accordance with your legal rights

Where possible, we will send a technician to repair your purchase at home

Payment:

Our furniture products:

Will it fit?

Check your order:

Delivery:

Delays:

Amendments or Cancellations:

Returns:

After delivery:

Furniture Guarantee:

If you purchased your outdoor furniture on or after the 28th of January 2020 it will come with a 12-month aftercare cover. This cover does not apply to any issues arising as a result of normal wear and tear, improper care or accidental damage. The life of your furniture depends on you looking after it according to the care instructions provided.

If you purchased your furniture before the 28th of January 2020, contact our Customer Services team (0333 014 8111 or 0353 1695 0741 for ROI). (Click here for link to UK and here for ROI)

Your aftercare period provides a repair service should your outdoor furniture develop a proven manufacturing fault during the 12-month aftercare period. All faults needs to be reported within the first 12 months from delivery and verified by our Furniture Aftercare Team

All inspection & repair services are provided by authorised service technicians who are appointed by M&S.

We reserve the right to use alternative, similar materials to repair your product where the original materials are no longer available.

If your product cannot be repaired, we may offer a full or partial refund which will be reflective of the time you’ve owned the furniture.

In the event that your product is repaired or replaced, the guarantee will still expire on the original aftercare period expiration date.

Product hasn’t been cared for and maintained in accordance with the guidelines/ care instructions.
1) The items should be stored away in a dry ventilated room, away from direct heat source. If this is not possible, please use a waterproof outdoor furniture cover.
2) Cushions should not be left outside in wet or damp conditions. They must be stored away, in a dry and ventilated room.
3) When storing outdoor furniture, please ensure it is upright, not on its end or back.

The furniture has been subject to adverse moisture, heat, or sunlight.

There is evidence of product abuse, misuse or use in a non-domestic environment.

The product is in an unsanitary condition. We reserve the right to refuse to collect and/or dispose of any unsanitary product.

The product has been exported outside of the UK (or if you are a Republic of Ireland customer, out of the Republic of Ireland).

This aftercare cover is in addition to and does not affect your legal rights. Please see our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link) or, for ROI,www.marksandspencer.com/ie (click here for link) for further details.

If you believe your outdoor furniture has developed a fault within 12 months from delivery, please call our Furniture Customer Services team (0333 014 8111 or 0353 1695 0741 for ROI) 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.

All card/credit/voucher payments will be processed on the day you place your order.

All branded furniture complies with the appropriate safety standards for domestic use only; it is not intended for commercial use. Its suitability for use is clearly stated on the care instructions found with each product.

Images displayed as 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.

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. If the details are incorrect or incomplete, please contact Customer Services team (0333 014 8111 for UK) as soon as possible. Please see our Contact Us page (click here for link) for more details.

Delivery Costs

Delivery locations

Estimated delivery date:

Delivery booking confirmation:

The delivery day:

Some products will require unpacking and possibly some degree of self-assembly (highlighted on the product pages with). Instructions will be provided. Please unpack and check your furniture as soon as possible after delivery.

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. However, if the delay or failure is wholly or partly caused by circumstances beyond our reasonable control (e.g. particularly bad weather conditions), we shall be under no liability for any delay or failure to deliver your furniture. Where there is a delay or failure for such reasons, you may wish to cancel your order. See section 8 below for further information about cancelling.

Should you need to amend or cancel your order, please contact our Customer Services team on 0333 014 8111 for UK.

If your order has been dispatched and with our trusted partner, then we will be unable to amend or cancel your order.

If your order has yet to be dispatched with our trusted partner, then we will attempt to have your order amended or cancelled. In this scenario please do not confirm a delivery date with our trusted partner until the order has been confirm amended as we cannot guarantee this order can be altered.

Furniture cannot be returned to any of our M&S stores.

If you wish to return your order, you have 14 days to inform us, starting on the day after your products have been delivered.

If you have a problem with your new furniture delivery or need to return an item, please follow these steps:
1) Contact us on 0333 014 8111. Please see our Contact Us page (click here for link to UK) for further contact details.
2) Please retain the original packaging.
3) Our trusted partners care team will contact you to advise of next steps. Damaged or faulty items and missing parts must be reported within 30 days of receiving delivery of the order.
4) If your furniture is damaged or faulty, the remedies we will provide will depend on the circumstances of each case, but may include repair, replacement or refund, as appropriate and in accordance with your legal rights.

All products returned must, when received by us, be in their original re-saleable condition. Deductions or potential rejections from any refund may be made by M&S for any excessive handling, such as: the disposal of the product’s original packaging, or where an item has been partially/fully built.

Note that in all circumstances, you are responsible for any loss or damage to the furniture before it is received by us (except where caused by delivery) which can impact your refund claim. Our trusted partners collection crew will take photographs of the relevant products on delivery to document their condition.

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 return 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).

Different products will have different warranty periods – please check product page for each product.

Please see below in Brands Available at M&S for specific brand information of warranty periods. Please note this will not mirror the M&S Furniture Warranty seen in Furniture T&Cs.

If you want to go down warranty route, then you will need to contact the M&S Customer Services team (0333 014 8111). Click here for link to start your claim.

Your warranty provides a repair service should your furniture fail during the warranty period.

All repair services are provided by authorised service technicians who are appointed by M&S trusted partners.

We reserve the right to use alternative, similar materials to repair your product where the original materials are no longer available.

If we need to replace the fabric, the replacement fabric may not be exactly the same as the original fabric. We will try to find the closest available fabric, but there may be some shade variation.

If your product cannot be repaired, we will replace it with the same model or, if this is no longer available, a substitute product of an equivalent specification.

In the event that your product is repaired or replaced, the warranty will still expire on the original warranty expiration date.

The warranty will not apply if:
1) Damage due to normal wear and tear.
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. This can include water or heat damage caused by not following these instructions.
3) Wood products – should be treated with good quality preserving aid. Otherwise, your claim may be invalidated.
4) The product is in an unsanitary condition. We reserve the right to refuse to collect and/or dispose of any unsanitary product.
5) The product has been exported outside of the UK (or if you are a Republic of Ireland customer, out of the Republic of Ireland).

This warranty is in addition to and does not affect your legal rights. Please see our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link).

You’ll be given a £5 voucher for every donation you make to an Oxfam store which contains at least one item of M&S-labelled clothing, including shoes, handbags, belts, hats and scarves.

This offer does include donations of M&S bras, but does not include donations of swimwear, underwear, socks or damaged or soiled items.

Vouchers are subject to M&S's General Terms and Conditions of Sale.

The voucher entitles you to £5 off your next purchase of £35 or more on clothing, home and beauty products in participating M&S stores.

In the Republic of Ireland the voucher entitles you to €7 off purchases of €50 or more on clothing, home and beauty products in participating M&S stores.

Only one voucher can be used for each transaction of £35 (€50) or more.

The voucher is redeemable only during the calendar month stated on the voucher.

The voucher is not redeemable against M&S food or tailoring alterations.

The voucher is not redeemable on purchases made online or over the phone (including in-store customer orders).

The voucher can be used in conjunction with other Marks & Spencer offers, as long as the minimum spend threshold requirements are met for each separate offer.

The voucher will be valid in-store on presentation of the original voucher at the till.

Must be handed in on redemption.

Can be used once only in a single transaction.

The voucher cannot be used on Sales and Clearance items.

One voucher only per transaction.

Voucher cannot be used for the purchase of Gift Cards or Vouchers or Marks & Spencer Money products, or to pay Credit Card or Chargecard balances.

Offer strictly non-transferable.

Marks & Spencer reserves the right to reject the voucher with reasonable cause.

Refunds will take into account the value of the voucher and the amount refunded will not include the value of the voucher.

Furniture Bundles are put together by Kettler and are offered at our sole discretion. Unless otherwise stated, bundles cannot be mixed and matched. Should you require to return a bundle item in line with our refund, exchange and returns policy, this bundle must be returned with all components to receive full refund by M&S. For the avoidance of doubt, you cannot return individual furniture pieces, which have been bought as part of a furniture and/or travel set.

Should any individual item purchased as part of a furniture and/or travel bundle develop a manufacturing fault which we cannot repair, we may offer you a replacement individual item. Please note that where a particular model, colour, fabric or accessory has been discontinued, or is not available to Kettler separately at reasonable cost in its sole discretion, Kettler may have no alternative but to offer a replacement to the individual item or part with an equivalent part, item, product, colour or fabric or style to the bundle.

Our standard M&S refund policy applies to all Kettler purchases made through marksandspencer.com. Find out more about our refund policy

here.

Kettler items purchased through Marks & Spencer will incur a standard M&S return charge as explained on

Returns & Refunds | M&S (marksandspencer.com).

For furniture and travel sets, the product must be unused and in its original protective packaging. Your refund may be impacted if you return the item in a partially/fully built state. You will need to contact the M&S contact centre on 03330 148111 who will be reaching out to our trusted supplier to arrange a collection.

You cannot return your item through the M&S Returns hub on marksandspencer.com or Simply Food and Clothing and Home stores.

If you are missing any parts from your furniture or travel set item or these have been delivered damaged, you will need to contact the M&S contact centre on 03330 148111 Spare parts can be arranged to be sent so please review the instruction manual to call out which part has been impacted. Kettler will action the best course of action.

Parasols, electrical items, cassis and cushions - 1 year

Pizza ovens – 2 years

Storage boxes and furniture frames – 3 years

All products come with care and maintenance instructions. These must be adhered to, for your warranty to be valid.

Your warranty covers a replacement part service should a fault occur during the warranty period.

We reserve the right to use alternative, similar materials, where the original is no longer available.

If your product cannot be repaired, we will replace it with the same model or a substitute of an equivalent specification or value. We will only replace parts or individual items, we do not offer full set replacements.

Customers can only purchase Mamas & Papas items from the dedicated Mamas & Papas tills.

Customers can pay for their purchases at the Mamas & Papas tills using cash, credit or debit cards, Mamas & Papas gift cards, or Love 2 Shop vouchers. Mamas & Papas accept Klarna on purchases over £1,000, and offer a scheme where customers can pay a 10% deposit.

Larger items are held as display items only in store, and orders will be taken at the till for home delivery, with a delivery date agreed with the customer at time of order. Delivery will be by Mamas & Papas. There may be a charge for home delivery.

Please see full delivery details on the Mamas & Papas website Delivery And Collection Information – Mamas & Papas UK (mamasandpapas.com)

The standard Mamas & Papas returns policy will apply.

Customers can return Mamas & Papas purchases:

Customers can return purchases made in any Mamas & Papas store or concession.

Proof of purchase in the form of a valid Mamas & Papas till receipt will be required for an in-store return.

Please see full details on the Mamas & Papas website Terms & Conditions – Mamas & Papas UK (mamasandpapas.com)

All post-purchase communication and customer service will be handled by Mamas & Papas – these details will be shown clearly on the till receipt.

If a customer contacts the M&S contact centre, via webchat, phone or email, they will be re-directed to Mamas & Papas customer services.

For reference, Mamas & Papas customer service details are:

Travel and Furniture Bundles are put together by Mamas and Papas and are offered at our sole discretion. Unless otherwise stated, bundles cannot be mixed and matched. Should you require to return a bundle item in line with our refund, exchange and returns policy, this bundle must be returned with all components to receive full refund by M&S. For the avoidance of doubt, you cannot return individual furniture pieces, which have been bought as part of a furniture and/or travel set.

Should any individual item purchased as part of a furniture and/or travel bundle develop a manufacturing fault which we cannot repair, we may offer you a replacement individual item. Please note that where a particular model, colour, fabric or accessory has been discontinued, or is not available to Mamas & Papas separately at reasonable cost in its sole discretion, Mamas & Papas may have no alternative but to offer a replacement to the individual item or part with an equivalent part, item, product, colour or fabric or style to the bundle.

Our standard M&S refund policy applies to all Mamas & Papas purchases made through marksandspencer.com. Find out more about our refund policy here

For clothing and accessory items, the product must be unused and in its original protective packaging. You can return your item via Royal Mail, Evri or arrange a collection. Simply Food and Clothing and Home store returns are not available for online Mamas and Papas purchases.

For furniture and travel sets, the product must be unused and in its original protective packaging. Your refund may be impacted if you return the item in a partially/fully built state. You will need to contact the M&S contact centre on 03330 148111 who will be reaching out to our trusted supplier to arrange a collection. You cannot return your item through the M&S Returns hub on marksandspencer.com or Simply Food and Clothing and Home stores.

If you are missing any parts from your furniture or travel set item or these have been delivered damaged, you will need to contact the M&S contact centre on 03330 148111 Spare parts can be arranged to be sent so please review the instruction manual to call out which part has been impacted. Mamas and Papas will action the best course of action.

The warranty period for Mamas and Papas furniture items are 2 years from date of delivery.

After your order is placed you will receive contact within 2 working days directly from Mamas and Papas trusted carrier (Panther) confirming a delivery date. After this email you will have 48hrs to change this date directly through these communications.

You will be able to specify delivery to a room of choice through direct emails with the carrier (Panther).

For a greater customer delivery experience, please ensure a phone/mobile number is provided in your account and checkout when placing furniture orders.

You can cancel your furniture order online within 30 minutes of placing it. After this period there is no guarantee that the M&S contact centre can action a cancellation

Currently we cannot offer an assembly service with Mamas and Papas furniture items.

After your order is placed you will receive contact within 2 working days directly from Royal Craft’s carrier (BJS) confirming a delivery date.

It is best to ensure a phone/mobile number is set in your account when placing furniture orders as this will enhance the delivery experience.

You can have your items delivered to a room of choice (including the garden). The route must be safe for the delivery company to reach the chosen delivery location.

Currently we cannot offer an assembly service with furniture items and do not take the rubbish away.

Someone over the age of 16, must be in to accept the delivery.

Our standard M&S refund policy applies to all Royal Craft purchases made through marksandspencer.com. Find out more about our refund policy here.

Royal Craft items purchased through Marks & Spencer will incur a standard M&S return charge as explained on Returns & Refunds | M&S (marksandspencer.com).

For furniture and travel sets, the product must be unused and in its original protective packaging. Your refund may be impacted if you return the item in a partially/fully built state. You will need to contact the M&S contact centre on 03330 148111 who will be reaching out to our trusted supplier to arrange a collection.You cannot return your item through the M&S Returns hub on marksandspencer.com or Simply Food and Clothing and Home stores.

If you are missing any parts from your furniture or travel set item or these have been delivered damaged, you will need to contact the M&S contact centre on 03330 148111 Spare parts can be arranged to be sent so please review the instruction manual to call out which part has been impacted. Royal Craft will action the best course of action.

Furniture Bundles are put together by Royal Craft and are offered at our sole discretion. Unless otherwise stated, bundles cannot be mixed and matched. Should you require to return a bundle item in line with our refund, exchange and returns policy, this bundle must be returned with all components to receive full refund by M&S. For the avoidance of doubt, you cannot return individual furniture pieces, which have been bought as part of a furniture and/or travel set.

Should any individual item purchased as part of a furniture and/or travel bundle develop a manufacturing fault which we cannot repair, we may offer you a replacement individual item. Please note that where a particular model, colour, fabric or accessory has been discontinued, or is not available to Royal Craft separately at reasonable cost in its sole discretion, Royal Craft may have no alternative but to offer a replacement to the individual item or part with an equivalent part, item, product, colour or fabric or style to the bundle.

All products come with care and maintenance instructions. These must be adhered to, for your warranty to be valid.

12 Months - Your warranty covers you against manufacturing faults to the item, however it does not include the glass supplied with sets. The warranty is valid from the date of delivery to the original customer purchasing from Marksandspencer.com. To claim on the warranty you will need to contact the M&S contact centre on 03330 148111.

Your guarantee covers a replacement part service should a fault occur during the guarantee period.

We reserve the right to use alternative, similar materials, where the original is no longer available.

If your product cannot be repaired, we will replace it with the same model or a substitute of an equivalent specification or value. We will only replace parts or individual items, we do not offer full set replacements.

Silent Night furniture range is for items within our Mattress and Bedframe categories. These will be delivered through their calendar book carrier AIT.

You will notice at checkout that it will state “We will contact you to arrange a delivery date”. After your order is placed you will receive contact (email or phone) within 2 working days directly from Silent Night carrier (AIT) who will need to confirm with yourself a delivery date.

It is best to ensure a phone/mobile number is set in your account when placing furniture orders as this will enhance the delivery experience.

You can have your items delivered to a room of choice. The route must be safe for the delivery company to reach the chosen delivery location.

Currently we cannot offer an assembly service with furniture items and do not take the rubbish away. The removal and disposal of current/old mattresses is also currently unavailable.

Someone over the age of 16, must be in to accept the delivery.

Our range of smaller items, such as duvets and pillows will be delivered via EVRI.

Our standard M&S refund policy applies to all Silent Night purchases made through marksandspencer.com. Find out more about our refund policy here

For smaller items, such as duvets, pillows and blankets. The product must be unused and in its original protective packaging due to hygiene. You can return your item through your M&S Returns hub through our selected carriers. Simply Food and Clothing and Home store returns are not available for online Silent Night purchases.

For furniture items (which includes our mattresses and bedframes), the product must be unused and in its original protective packaging. Your refund may be impacted if you return the item in a partially/fully built state. You will need to contact the M&S contact centre on 03330 148111 who will be reaching out to our trusted supplier to arrange a collection. You cannot return your item through the M&S Returns hub on marksandspencer.com or Simply Food and Clothing and Home stores. Furniture items will incur a standard M&S return charge as explained on Returns & Refunds | M&S (marksandspencer.com)

If you are missing any parts from your delivery or it has been delivered damaged, you will need to contact the M&S contact centre on 03330 148111 Spare parts for items within the bedframes can be arranged to be sent so please review the instruction manual to call out which part has been impacted. Silent Night will complete the best course of action.

In the unfortunate event you experience manufacturing issues - such as faulty materials or workmanship that doesn't meet the Silent Night high standard - we offer a 5 or 10 year guarantee through the manufacturer. Specific item guarantees can be seen on the M&S product page. This is only for our Silent Night furniture range.

If you wish to return your order, you have 14 days starting from the day after your products have been delivered.

All Silentnight products are individually tested before leaving the factory. This guarantee is only valid if the product has been used for domestic use only in accordance with the instructions provided.

Please check your product packaging for details on the guarantee length if not shown on site. The guarantee period runs from the time of original purchase, replacements do not extend this period. Your warranty covers you against manufacturing faults to the item.

Replacements and returns will not be acceptable if fault is caused through accidental use, mis-use, negligence, wilful damage, abnormal storage, fair wear and tear or used contrary to the manufacturers’ recommendations and care instructions.

The above also includes if used with incorrect voltage supply (if applicable) and if the product has been tampered with by an unqualified person.