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:
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.
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.
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.
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