We are going to paperless! With our new digital returns process you will no longer receive a parcel summary with your order. Follow our easy steps to complete your return. NOW - FAST, FREE, TRACKABLE returns!
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 otherwise stated; exclusions apply). If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange in our clothing and home stores (store returns only) or 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.
The refund period for Schoolwear bought up to 28 August has been extended to 1 October 2020. After that date, our standard refund policy of 35 days will apply and the last date for a refund will be as shown on your receipt. EXCLUDES: footwear, accessories, underwear, hosiery and coats.
Any clothing, home (excluding furniture) and beauty products can be taken to any UK clothing and home store (excluding Simply Food, M&S Food, Outlet, hospital, airport, train station, BP, WHSmith and Moto stores) for a refund or exchange. Outlet purchases can only be returned to Outlet stores. Don’t forget to bring along your receipt.
For food purchases, your best option is to return to the store of purchase. If this is not possible, please contact us.
How to find your returns slip:
1. Your digital order summary can be accessed using the link from your ‘order confirmation email’ or ‘ready to collect’ email if you had selected to collect your order from one of our stores. This also contains your returns barcode.
2. If you are a registered account holder, you can log onto ‘Your account’ and select ‘Your online orders’ to download your digital order summary.
FREE ways to return:
Post your order back to us by downloading the barcode on your digital parcel summary or by generating a QR code with Royal Mail or Hermes.
To access or download your digital parcel summary, use the link in your order confirmation email, Ready to Collect email or via your M&S Account. You can generate a QR code for your return and take the QR code with you to the Post Office or Parcelshop where they can print your label for you.
Royal Mail: Visit royalmail.co.uk to generate a QR code for your return and take it with you to your nearest Post Office where they can print your return label for you. Click here for more information.
Hermes: Visit myhermes.co.uk 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 return label for you. You also have the option of collection from home with Hermes. Click here for more information.
We recommend you get the proof of postage for peace of mind. Size and weight limits for free postage: 61cm x 46cm and 5kg. Anything that exceeds this will be charged at standard Royal Mail rates.
Please note, not all products can be returned by Post. For exclusions, click here.
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 CollectPlus. 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.
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