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Standard Returns Policy

We have extended our standard returns policy for orders made between 1 January 2021 and 26 March 2021. You now have until 30 April 2021 to return your items.
(For purchases made on or after 27 March 2021 our normal refund policy of 35 days applies)
This applies to both online and in-store purchases, except in case of sale items where you have 30 days to return. (exclusions apply)

If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an a full refund. This does not affect your statutory rights. Please click here for further details.

If you have an issue with the quality of a product purchased from us, please click here.

Items bought online

Enjoy FAST, FREE, TRACKABLE returns with our new digital returns process. You’ll no longer receive a prepaid returns label with your order.

How do I find my returns label?

If you’re returning your order by post, you’ll need to generate a returns label online for free through either Royal Mail or Hermes. For more information on how to do this, click here.

You don’t need a returns label if you’re returning your order to one of our stores. You can use your digital order summary.

FREE ways to return:

  • Royal Mail: Visit Royal Mail where you can either print a free returns label or download a QR code onto your smartphone. Simply take your parcel to your nearest Post Office along with the label or QR code and the Post Office will do the rest.

    Hermes: Visit Hermes to generate a QR or 6-digit code for your return and take it with you to your nearest Hermes ParcelShop where they can print your free returns label for you. You also have the option of collection from home with Hermes.

    Please ask for proof of postage for peace of mind. Size and weight limits for free postage are 61cm x 46cm and 5kg. Anything that exceeds this will be charged at standard Royal Mail rates.

    The following products cannot be returned by post: beauty, pillows, duvets, Christmas trees, mirrors, furniture, electrical items, lighting, food, wine, flowers, gift cards, hampers, made to measure shirts and personalised cards. For exclusions, click here.

  • Online orders can still be returned at all our food, clothing and home stores, except for our BP, WH Smith, Moto, train station, hospital and airport stores. Certain products cannot be returned to store, for more information click here.

    When making a return at one of our clothing and home stores, you’ll need to show your returns barcode on your smartphone. Find out how to locate this here. Bring your original payment card (if applicable) to complete the refund.

    If returning to a Simply Food or Outlet store, you’ll need to return your order in its original packaging. If you no longer have the original packaging, you must include your printed returns form. Returns can take up to 14 days to process and we’ll give you a receipt to track the progress.

  • You can return any unwanted items paid for by ClearPay in any UK store including Simply Food, M&S Food and Outlet stores (excluding hospital, airport, train station, BP and Moto stores). You can also return its by post. While we are unable to offer an exchange on orders placed through clearpay, you are able to return item(s) for a refund and place a new order online.

  • You can return unwanted items paid for by PayPal in any UK store including Simply Food, M&S Food and Outlet stores (but excluding hospital, airport, train station, BP and Moto stores). You can also return items by post. Refunds are usually processed back to your PayPal account within 7 working days. While we are unable to directly offer an exchange on orders placed through PayPal, you are able to return the item(s) for a refund and place a new order online.

Where do I find my digital order summary?

Your digital order summary can be found in either your Order Confirmation email or your Ready to Collect email if you collected your order from one of our stores. This contains a returns barcode that can be used to make your return in store.

Alternatively, if you’re a registered account holder, you can log into ‘My account’ and select ‘Your online orders’ to download your digital order summary.

How can I return an international order?

  • International items ordered from marksandspencer.com can be returned to any UK store, excluding our Outlet, Simply Food, BP and Moto service station, hospital, airport and train station stores. You’ll need to take along your order summary. Orders placed on our dedicated international sites can be returned to their local stores (e.g. Ireland).

  • Simply return your item(s) using your local postal service; you’ll need to pay the postage. Please complete the returns form, mark your parcel “returned goods” (or it may get held up at customs and cause your refund to be delayed) and send in the original packaging to:

    Marks & Spencer Returns Dept
    C/O Clipper Logistics plc
    Unit 1, Boughton Industrial Estate,
    Boughton, Newark,
    NG22 9LD
    United Kingdom

    These items are non-returnable by post:

    Beauty products, Christmas trees, duvets, electrical goods, flowers, food, furniture, gift cards, hampers, lighting, mirrors, personalised cards, pillows, wine.

When will I get my refund?

  • The refund will be issued to the original payment card, usually within 3-5 working days; gifts will be refunded by credit receipt. If you don’t have the receipt or order summary, we’ll give you the last known price of the item in the form of a credit receipt. If you paid using an e-gift card, we will email you within 72 hours. For orders paid for by gift card we will issue a new one to your billing address within 3-5 working days. Credit receipts are valid for 12 months in UK stores only.

  • For returns via Royal Mail or Hermes including items paid for by Clearpay you will receive your refund once the item(s) have been processed, this usually takes up to two weeks. You will be refunded to your original payment method. For items paid for by Clearpay, Clearpay will refund the card linked to your Clearpay account. If you paid by gift card we’ll credit that gift card so please keep hold of it. Certain refunds may be made by cheque.

    Any returns taken to a Simply Food, M&S Food or Outlet store will take slightly longer, so please allow up to 14 days before contacting us. If you have returned multiple items, refund may arrive in more than 1 payment.

    Our goodwill refund policy does not affect your statutory rights.

More returns help

  • Our "goodwill" refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation.

    Our ‘goodwill’ refund or exchange policy is offered on clothing and homeware when goods are returned with a valid order summary. You can access your order summary via your order confirmation or ready to collect emails, you can also access via your M&S account. As you will not receive a paper copy of your order summary in your order, we advise you print this off to make your return or show this on your mobile device.

    Sale items
    For items purchased in our Sparks sale preview and main sale, we'll be happy to either refund or exchange (store returns only) an item if you change your mind within 14 days of receipt. This is in addition to your statutory rights Our refund and exchange policy for sale items purchased in store may differ and this will be made clear to you at the time of purchase.

    Final clearance sale items
    For final clearance sale items purchased online, we’ll be happy to offer a refund or an exchange (store returns only) within 14 days of receiving them.

    Unfortunately final clearance sale items purchased in store cannot be returned. Your statutory rights are not affected.

  • You can still return your order in store. Just make a note of your order number – this can be found on your digital order summary, your Order Confirmation and Ready to Collect emails and in ‘Your orders’ in your M&S account. Take this and your items to your nearest store where one of our colleagues will be able to help you.

    If you prefer to return by post, visit Hermes to generate a 6-digit code. Take this to your nearest Hermes ParcelShop where they can print your free returns label for you.

  • All M&S Food halls are open as usual, including in our larger stores that also sell clothing and homeware.

    If you have an item you need to return, please note that all products bought in store must be returned to a main clothing and home store. Some departments may be closed at the moment, but you will still be able to return your items. When you arrive at the store, please ask a member of staff which till to take your return to.

    Online purchases can be returned to any clothing or food store, as normal. Again, please ask in store which till to take your parcel to. You can also return orders through the post with Royal Mail, or via Hermes. For more details please visit our returns & refund FAQ’s.

    We have extended our returns policy to help our customers during the lockdown. Please click here to see our extended returns policy.

  • We’re always happy to accept returns and you are free to return as many items as you like.

    We want our customers to have the best experience possible and so to help minimise customer returns and to inspire our customers, we have a number of helpful tools like size guides and Inspire me to guide you.

    We’re always here and happy to help

    If you have a question about your order or would like advice whilst browsing our website, you can use our popular web chat service to quickly get through to a friendly advisor and ask a question – alternatively we’re always available on the phone, via social media or email. For more information on how to do this, click here.

    If you’ve noticed a mistake, you can amend your order within 30 minutes of it being placed. Click here to find out more.

    If we notice an unusually high number of returns, we may contact you to ask for feedback and/or ask for you to verify your account activity with us.

    As a business, we’re committed to building a sustainable future by having a positive impact through all that we do, and these tools are also there to minimise our overall environmental footprint. Click here to find out more about our commitments to sustainability and the achievements we are proud to have made so far.

  • The following items are excluded from our goodwill returns policy:

    Face coverings, Beauty products*, bra accessories*, duvets*, earrings*, flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift cards, hampers, made-to-measure and personalised items, mattress protectors*, pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine, non-M&S branded toys and gifts*, non-M&S branded luggage plus kitchen electrical goods and any products with a seal, where the seal is broken. These products can only be returned in accordance with your statutory rights.

    Some of these items may have their own terms and conditions which will be provided at the time of purchase.

    *These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.

    Exceptions

    Fine jewellery, wedding and bridesmaid dresses, adult's fancy dress costumes, maternity clothing, and any other products as notified at the time, can only be returned by post. Please return these in or with the original outer packaging. For more information what products cannot be returned through the post, click here

    Earrings purchased in store are only refundable if faulty. If you purchased earrings online, you have 14 days from the day you receive them to return them, providing that the packaging is not damaged.

    This is in addition to your statutory rights

    Furniture

    For more information on how to return your furniture order, click here

  • We’re really sorry about that.

    If you bought the item in store:
    You can take the item to any of our UK stores (excluding Simply Food, Outlet, BP, Moto, hospital, airport or train station stores) with a valid receipt and they’ll be happy to help.

    If you bought the item online:
    Please call us if you can't find the relevant details in our Contact us pages.

  • What are my cancellation rights under the Consumer Contracts Regulations?
  • We aim to ensure that M&S furniture is manufactured to high standards.

    Once you’ve taken delivery of your furniture, if you change your mind you have up to 14 days to return it for a full refund. All products returned must, when received by us, be in their original re-saleable condition. In all circumstances, you are responsible for any loss or damage to the furniture before it is received by us (except where caused by us), which will be deducted from any refund made to you. There’s a £25 collection fee (exclusions apply) for returned furniture unless not in accordance with your legal rights (e.g. if it's not of satisfactory quality, not fit for purpose or not as described).

    This is in addition to your statutory rights

  • How can I return an item paid for by Clearpay?

    Click here for full details of our return instructions.

    You can return any unwanted items paid for by Clearpay in any UK store including Simply Food, M&S Food and Outlet stores (but excluding hospital, airport, train station, BP and Moto stores). You can also return items by post and via Royal Mail or Hermes. Clearpay will be in touch and any outstanding payments in relation to the returned item(s) will be stopped. Clearpay will refund the card linked to your Clearpay account for the amount of any payments received in relation to the returned item(s) within 3-5 working days.

    When will I get my refund?

    Refunds will be processed by Clearpay 3-5 working days after we’ve received the item(s) back. Full details can be found online in your Clearpay account.

    Can I exchange my item(s) with Clearpay?

    While we are unable to directly offer an exchange on orders placed through Clearpay, you are able to return the item(s) for a refund and place a new order online.

    How do I contact Clearpay?

    You can reach Clearpay on 0808 1649707 or by visiting www.clearpay.co.uk. M&S is unable to answer any queries related to Clearpay payments.

  • As long as you can identify your order number, you can still process your return to store or via post with our carriers by following the simply steps, click here for more information . If you still have access to your ‘order confirmation’ or ‘ready to collect’ email then you can use the barcode included or access your returns through ‘My account’ to access your digital parcel summary.

  • We’re really sorry about that. If you have received any incorrect items, you must inform us within a reasonable period of time. Where possible, you will be asked to return the products to us using one of our free returns options. If it is not possible for you to return the item, and if you are eligible for a refund or replacement, this will be discussed at the point of contact.

  • Yes, but the refund will be processed back to the original payment method if you return via Post. All online gift orders will receive paper parcel summary which can be sent back with your return. If you have a gift receipt or want a credit receipt, you’ll need to return it to one of our UK stores (excluding Outlet, Simply Food, BP and Moto service station, hospital, airport or train station stores). Our goodwill returns policy does not affect your statutory rights. Our goodwill returns policy does not affect statutory rights.

  • Underwear and lingerie
    You can return underwear and lingerie, so long as the product packaging hasn’t been damaged. If the item is not packaged, you can still return it, so long as the tags and hanger (if applicable) are still intact.

    Swimwear
    You can return swimwear, so long as any hygiene seals are still intact.

    Our goodwill returns policy does not affect your statutory rights.

  • Waste household (portable) batteries are accepted back free of charge in our stores (excluding BP and Moto service station, hospital, airport and train station stores). We accept AA, AAA, 9V, C, D and button cell batteries. Look out for the special box in store for battery recycling.

  • If you cannot locate your digital order summary via your account and you wish to return your items, you can use your order confirmation email as your proof of purchase.

  • If returning via Royal Mail, take the email with your QR code and your packaged item to a Post Office® branch or Royal Mail Customer Service Point (CSP). If you choose a CSP, check before you go that your preffered location can print labels. Check the location finder here and search for ‘Label printing service is available’ under 'facilities'.

    If returning via Hermes, you can search for your nearest parcel shop here.

  • Products bought from Ocado can only be returned to Ocado. Please refer to Ocado’s returns process for more information.

More refunds help

  • Yes. If you purchased online, you should reprint or show proof of your receipt via mobile. Your digital order summary which is accessible via your M&S. If your purchased instore and opted for a paper receipt, as there is no proof of the original payment method, we’ll refund the amount to a credit receipt. If you opted for a e-Receipt you can print this and take this with you into store. Please note: you’ll only receive the current selling price, which may differ to the amount you paid. This does not affect your statutory rights – please see here if the item is faulty or not as described.

  • We keep clothing, beauty and homeware orders for seven days; after that we’ll return the items to stock and issue a refund via the original method of payment. If you can’t pick up within seven days, we can sometimes extend the holding period – please call your collection store to check. Find your nearest store.

    As food orders are perishable, we don’t keep them until the next day. If you don’t collect your food order, we are unable to give you a refund.

  • Credit receipts are valid for 12 months from the date they’re issued – the expiry date is clearly printed on the receipt – and can only be used in store. Please note: we can’t replace or extend lost, damaged or expired receipts.

  • If you believe your refund to be incorrect, please first check your order summary/receipt for any promotions that may have been applied, as this may explain your refunded amount. If you still believe your refund to be incorrect, contact us.

    If you’ve been refunded by cheque instead of cash or back onto your card, it means you’ve paid for your order through the till in one of our stores. Our tills do not store your details, so cheque is the only method by which we can refund you. Your cheque will be sent by post for the amount paid.

    Please note: despite issuing cheques when refunding customers, we no longer accept cheque as a method of payment.

  • Our standard return policy for anything you buy from us is 35 days. This applies to both online and in-store purchases, except in case of sale items. You have 14 days for sale items bought online, unless otherwsie stated; exclusions apply

    If you bought the item in store:
    Your receipt will no longer be valid. We’ll give you a credit receipt for the item’s last known selling price, unless it’s faulty. If the item has gone into the sale since you bought it and you don’t have a valid receipt, you’ll be given a credit receipt for the sale price.

    If you purchased the item online:
    The order summary document that came with your order is your proof of purchase and will show a dispatch date – the last return date is 35 days from this date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders). If you miss this date, items can only be exchanged in store. If you return an item with an expired order summary document via post, it will be returned to you.

  • VAT refunds cannot be given on international deliveries. For instore purchases only, international customers may be eligible via the Tax Free Shopping scheme for a VAT refund if they purchase the item in the UK in one of our stores and export it outside the EU themselves – please speak to one of our store colleagues for further details.

  • Our Christmas returns policy has been further extended. Any non-sale purchase made between 4 October 2020 and 31 December 2020 can now be returned up until 28th February 2021.
    (For purchases after 31 December our standard refund policy applies)

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