WE’RE GOING PAPERLESS…
We want to make sure our customers have a great experience when they purchase online – from browsing our site to opening your parcel.
One improvement we’re pleased to announce is we will be taking steps to remove paper returns slips from your order this year - this will save around 140 tonnes of paper each year
Our Digital Returns are very easy – simply access the returns link or generate a QR code from your order confirmation email, ready to collect email or via your online account. This will be scanned when you return your parcel to an M&S store, post office or parcel shop.
Read more here
Use your order confirmation email to access your returns form using the link.
Log into your M&S account to download your digital order summary.
Free returns to store using the link from order confirmation or ready to collect email.
Free returns via post using the QR or 6-digit code generated on our carrier's websites.
Once it’s been sent back to our warehouse, we will process your return within 14 days.
What’s changing?
Instore
All our food, clothing and home stores will still accept online returns (with a few exceptions including franchise and concession stores. Unfortunately, we’re unable to accept returns at our stores at BP garages, WH Smith, railway stations, MOTO service stations, hospitals and airports). Certain products cannot be returned to store, click here for more information.
When returning to our Clothing and Home stores, you must show your digital order summary on your mobile device, this contains your returns barcode and can be accessed through a link in your order confirmation or ready to collect email. Bring your original payment card for a refund and one of our colleagues will be happy to assist with processing your refund.
If returning to a Simply Food or Outlet store, you’ll need return your order in its original packaging. If you are unable to return your order in its 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.
Post
You will be able to post your return back to us via Royal Mail and Hermes by generating a QR code on or 6-digit code online. Click here to make a return via royal or Hermes.
For more information on how to create your return code, view your digital order summary. The digital order summary contains instructions on how to make a return. You can view this by accessing your order confirmation or ready to collect emails. You can also download the digital order summary via your M&S account.
Once you have generated your code online, take the parcel to your nearest Post Office or 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.
Make sure to get a returns receipt from your selected carrier to track your parcel. Please note, not all products can be returned by Post. For exclusions, click here.
Returns Policy
Our standard return policy for purchases is 35 days. This applies to both online and instore purchases excluding sale items (14 days). Please click here to find out more.
Gifts
Gift orders will remain the same for now - we will still be including an order summary in all gift orders. If you are ordering for someone special, you can still select ‘hide price’ at checkout to ensure prices are concealed. If you’re returning or exchanging a gift, or if you don’t have proof of purchase, you’ll receive a credit receipt for the most recent price of that item, which is valid for 12 months.
Refunds
When returning to our Clothing and Home stores, your refund will be issued to the original payment card within 3-5 working days.
Please be aware that returns sent via the post or to our Simply Food and Outlet stores are currently taking slightly longer to process. Please allow up to 14 working days at this time for your refund to appear in your account, as we will be unable to look into your refund before this time has passed.
