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Legal & ethical policies

Furniture delivery and returns

Valid for orders placed via marksandspencer.com, in-store and over the phone.

  • Payment

    All card transactions will be processed on the day you place your order.

    Before you place your order, you must check your furniture’s dimensions and check that it will fit into your home and into your chosen room and through all access routes. You will also need space should any assembly of the product be required by our delivery crew. To assist, a “Will it fit?” guide is available in store or from www.marksandspencer.com, click the relevant link below:

    Bedroom

    Living Room

    Dining Room

    If the product does not fit, we will class it as a cancelled order and you will incur a £50 charge. This will show as a separate charge and not be deducted from your refund.

    Delivery

    We offer different delivery services depending on the furniture ordered. Please see the individual product pages for details.

    Delays

    Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed and discuss revised delivery timescales.

    Cancellations and amendments

    Amendments
    Should you need to change your order, please contact our service team on 0333 014 8111. If you amend your order, you may find there are changes to your delivery timescales and/or the price you pay for the item(s) (you will be charged the current selling price on the day you amend the order). You will not be charged to amend your order provided you give us at least 3 clear working days’ notice (not including the date of delivery) before your agreed delivery date. Any changes after this point will incur a fee of £25.

    Cancellation
    You have a statutory right to cancel your order within 14 days after the day on which you received your furniture. If you wish to cancel your order, please call Customer Services team on 0333 014 8111 and they will arrange a time for us to collect your furniture. There will be a collection charge of £25 (which will show as a separate charge). All items must be returned in their original re-saleable condition.

    Furniture Disposal Service

    • As of 24 March the furniture disposal service for upholstery, beds & mattresses will be on hold until further notice.

    Returns and refunds

    The life of your furniture depends on you looking after it according to the care instructions provided. Once you have taken delivery of your furniture, we will only give refunds in accordance with your statutory rights, for example, if the goods are not of satisfactory quality or as described. Our goodwill refund policy does not apply to furniture (except next day delivery furniture (T84 furniture)).

    We reserve the right to apply a usage fee to all furniture which has been in use for over 1 year prior to the report of any fault. Please see our Furniture Terms and Conditions for more details.

    In the unlikely event that you have an issue with your furniture after delivery, we have a dedicated Furniture Customer Services team: Telephone number 0333 014 8111. Please see our Contact Us page for more details.

  • Covid-19 furniture delivery information

    Furniture delivery lead times are significantly affected and might change, so once you have ordered, we’ll be in touch regarding a delivery date. Thank you for understanding – please practise social distancing when accepting deliveries.

    Check your order

    Please check your order confirmation documents carefully and ensure that the style, colour and quantity of the items stated match what you’ve ordered. If the details are incorrect, please contact your ordering store or our Furniture Customer Services team (0333 014 8111) as soon as possible. Please also check that your products will fit both your chosen room and through the access route.

    Estimated delivery week

    For orders placed in store, one of our customer services assistants will notify you of the estimated despatch time. For orders placed online, the individual product pages will specify the estimated despatch time. Please note that all of your products will be delivered in one delivery. If you order more than one furniture product, the delivery date we offer will be based on the product with the longest estimated despatch time.

    We will contact you by phone within a few days of placing your order, to let you know on which day of the week (Monday to Saturday) your delivery will take place. Please refer to our Furniture Terms and Conditions for details of cancellation or storage charges, should you need to delay delivery.

    Delivery booking confirmation

    To help you prepare, we will write to you a week before delivery and let you know everything is on track.

    A few days before delivery, we will text or call you to confirm your delivery time window. The delivery window represents the time during which we expect the vehicle to arrive with you.

    Should you need to change your agreed delivery date, we will do so free of charge provided you give us at least 3 clear working days’ notice (not including the date of delivery) before your agreed date. Any changes after this point will incur a delivery re-arrangement fee of £25. Please contact our Furniture Customer Services team (0333 014 8111) to re-arrange your delivery.

    The delivery day

    On your delivery day, we will call you between 7am and 10am to confirm we are on schedule. (However please note, if your delivery window starts before 10am, we will call you 15 minutes beforehand). If you have provided us with a mobile number, we will also send a text message to your mobile phone when the vehicle is approximately 30 minutes from your home.

    We take your security and peace of mind seriously so all our delivery crews carry and will introduce themselves to you with their ID card. All our furniture delivery vehicles have a trained crew of two.

    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 guidelines and local lockdowns. We will not be asking you to sign our handheld device to accept delivery, where possible we will take a photograph of the item as evidence of delivery.

    Please inspect your furniture item as soon as possible and call furniture customer services if you have any concerns (0333 014 8111). Crew & customers will need to exercise the social distance policy recommended by the government & health experts.

    Delivery only products

    Certain items within our range are supplied on a ‘delivery only’ service. This will be made clear on the individual product page or before you place your order in-store.

    These items will be delivered boxed for you to unpack and position yourself. Please unpack and check your furniture as soon as possible after delivery.

    Some items require self-assembly; instructions will be provided.

  • All furniture purchased on or after 28 January 2020 will carry a 10-year guarantee. This excludes outdoor furniture and does not cover any issues arising as a result of normal wear and tear, improper care or accidental damage.

    Claiming on your guarantee
    To make a claim, please call our Furniture Customer Services team. Their details can be found on marksandspencer.com. You will need to provide:

    • proof of purchase;
    • a photograph of the batch label; and
    • photographs of the fault.

    What does your guarantee cover?

    Your guarantee provides a repair service should your furniture fail during the 10 year guarantee period.

    All 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 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 guarantee will still expire on the original guarantee expiration date.

    What is not covered?

    The guarantee does not include the following:

    • Ex-display products purchased in-store.
    • Products purchased from M&S Outlets.
    • Any outdoor furniture.
    • Accessories.
    • Normal wear and tear.

     

    The guarantee will not apply if:

    • The furniture has been subject to adverse moisture or heat.
    • 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.
    • 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 guarantee 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.

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