Help | Marks and Spencer CN

My delivery

What are my delivery options?

EXPRESS TRACKED DELIVERY: 5-7 business days
Free over CN¥900 or CN¥ 150
Please note that you may be required to provide additional details for your order to be delivered. You will be contacted directly by your local courier with relevant details. Orders for delivery into Shenzhen Area, Shanghai (SHA), Zhejiang Area (HGH) and Jiangsu and Anhui Area (SZV, PVG) are currently not possible and will be cancelled

During public holidays and peak shopping periods delivery may take longer than usual.

Can I deliver to a PO Box address?

We are unable to deliver to PO Box addresses.

Order cancellation is only possible within the first 30 minutes after the purchase is complete. After this time frame, the cancellation option becomes unavailable. It's important to review your order details carefully before finalizing your purchase to ensure it meets your requirements.

Will all my items be shipped together?

In most cases your whole order will be delivered at the same time, however it may be in separate parcels due to product availability.

Track your order

You can track the progress of your order here

Amend my order

How can I change the delivery address for my order?

If you’d like to change your delivery address, please cancel your order as soon as possible and place a new one using your preferred address. You can cancel your order by clicking ‘Cancel Order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and we can no longer make any amendments. In this instance we will still attempt delivery of your order but advise you to refuse the delivery which will generate a return. A refund will be processed upon return.

Can I change the size/colour of the item I’ve ordered?

If you’d like to change the size or colour of an item, please cancel your order as soon as possible and place a new one for the items you’d like. You can cancel your order by clicking ‘Cancel Order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and we can no longer make any amendments. In this instance we will still attempt delivery of your order but advise you to refuse the delivery which will generate a return. A refund will be processed upon return.

How can I cancel my order?

You may cancel within 30 minutes of your order being placed. To do this, sign into your account.
• Click on ‘My account’ at the top of your page and navigate to ‘My orders’.
• Find your order on the list and click on the ‘View Order’ link next to it.
• Click ‘Cancel this order’.
• Click ‘Where’s my order’ at the bottom of our page. Enter your order number, order email and billing zip code to view your order details.
• On your order details, click the ‘Cancel this order’ option.

The Consumer Rights Directive (CRD) for E.U. Countries: under the CRD, you have the right to cancel the contract for the purchase of certain items at any time up to 14 calendar days after the day on which you receive the goods your ordered. You are obliged to return the item to our UK warehouse within 14 days of cancellation, at your cost. We will refund you within 14 days of receipt of the items. Any paid delivery charge will be included in your refund once we have received all (not part) of your order. Please note that the delivery charge refund will be to the value of standard delivery.

Can I add or delete a product from my order?

If you’d like to add or delete an item, please cancel your order as soon as possible and place a new order including the items you’d like.

You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and we can no longer make any amendments. In this instance we will still attempt delivery of your order but advise you to refuse the delivery which will generate a return. A refund will be processed upon return.

Can I change my delivery type after I’ve placed my order?

If you want to change your delivery type, please cancel your order as soon as possible and place a new order with your preferred delivery type. You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and your delivery type can no longer be changed.Please click here for our address and contact details or click here for our range of delivery options.

Can I change the billing address for my order?

If you want to change your billing address, please cancel your order as soon as possible and place a new order using the preferred billing address.

You can cancel your order by clicking ‘Cancel this order’ on the order page in ‘My Account’. Please note that if this option has disappeared, we’ve already started to prepare your order for shipment and you will not be able to amend the billing address. Please click here for our address and contact.

How to shop

Do I have to open an account to place an order?

This is not necessary. Our website allows you to place orders as a guest. This means you do not have to register an account to place an order, although you will have to provide us with certain mandatory personal information in order for Marks and Spencer to place the order. If you would like to place an order as a guest, start by adding the items you want to your basket. When you proceed to checkout, select the option to complete your order as a guest. We’ll give you another chance to create an account after you’ve placed your order.

Why can’t I order the item I want when it’s available in the UK?

All our clothing, footwear and homeware range in the UK is available to order on this website (exceptions include items where we don’t have trademark rights in Canada). Products in Beauty, Food, Wine, Furniture and selected homeware are available on our UK website for UK customers only.

The item I want is not in stock. Can I pre-order it?

We are unable to offer a pre-ordering service. We regularly update our website, so keep checking for the latest availability. Please be aware that we change our ranges frequently and some items are discontinued to make way for new ones.

How to buy?

To shop on our site, choose from a selection of products: Women’s, Lingerie, Men’s, Kidswear or Homeware, and then the product type (e.g.: tops, pants, dresses etc). You can also change the currency you wish to shop in (GBP, CAD, USD, EUR etc) at the top right corner of the website.

Browse through the products we have to offer or simply type in a keyword in the search box. When you find one you are interested in, click on the image to see more detail. If you like this product and wish to purchase it, select the colour, size and quantity you want, and add to your basket. You can then choose to continue shopping or proceed to checkout with your order. Once you proceed to checkout, you can amend your shopping basket and continue to our secure checkout page.

Once in checkout, you can choose to sign in to your account or to continue as a new customer, without having to create an account. Enter your details, choosing your delivery method, and click continue. Next you will be required to enter your payment details, billing address and contact details. The Payment details you can choose from are credit/debit cards (Visa, Mastercard, American Express, JCB) and Paypal. Once you have entered these details, review to make sure they are correct. Review our general terms and conditions and if you are happy to continue with your purchase click ‘Submit’.

Note: Once you submit your order you will be unable to change your order. You will be sent an acknowledgement email detailing your order, and a further despatch order when your item(s) have been despatched.

How can I send an order to the UK?

If you wish to ship to the UK, please place your order via the UK site www.marksandspencer.com.

Returns and refunds policy

How do I return?

You may return unused products within 35 days of purchase with a printed return note. Your items don’t need to be in the original box or bag as long as they’re securely packaged.

Self-postage return to the UK

Please visit our returns portal to select your return method and generate your returns label and note.

Create return label

Enclose the completed Returns Merchandise. Authorisation form in the parcel and attach the returns label provided via the returns portal to the parcel.

Return your parcel at your own cost through your preferred carrier. Please get a receipt as proof of postage

Please contact us If you need to return a faulty or incorrect item.

All returns should be made in their original condition – by this, we mean:

• Item(s) should be in an unworn and unused condition.
• Multi-pack items must all be returned together
• 3 for 2 items can be returned individually but will be refunded based on the promotional price paid.
• If the original purchase contained a free item, this item must also be returned
• Items with hygiene seals must be returned with the seals intact ( swimwear, underwear, duvets, etc).

Note: we can’t accept goodwill refunds for bra, accessories, earrings for pierced ears, open bedding or face coverings.

When will I receive my refund?

We aim to refund you within 35 working days.

This will be issued back to the original payment method by GlobalE, our international sales facilitation and fulfilment partner. You will receive a confirmation email once your refund has been processed.

What if I have a damaged/faulty item?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition.

If your item is damaged/faulty we will provide a replacement (depending on stock availability) or a refund based on your preference.

To help us get this fixed for you, please send a picture of the product or packaging, clearly showing the fault you’ve noticed, to internationaldamagedparcels@customer-support.marksandspencer.com. Please also include the following detail so we can help:

• Your name
• Your order number
• Product name and code (the product name and code can be found on your order confirmation email)
• A description of the fault
• Your preference for a replacement item or refund

My personal details

How can I change my password?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘Change password’ under ‘Personal Details’ on the ‘My Account’ page.
• Type your new password in the appropriate space and confirm it.
• Click ‘Save and continue’ at the bottom of the page.

How can I add an address to my account?

Currently, you cannot add or save an address to your account. You’ll need to enter this in checkout. You can, however, save your name and email address.

How can I change my email address?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘Change email address’ under ‘Personal Details’ on the ‘My Account’ page.
• Type your new email address in the appropriate space and confirm it.
• Click ‘Save and continue’ at the bottom of the page.

How can I change the name on my account?

• Sign in to your account.
• Click on ‘My account’ at the top of your page and navigate to ‘Go to my account’.
• Click on ‘About me’ under ‘Personal Details’ on the ‘My Account’ page.
• Change your name and click ‘Save’.

Are my credit or debit card details saved in my account?

Currently no payment details can be stored on your account.

Is my personal data safe if I create an account?

The Marks and Spencer Group store and/or process your information in line with all applicable European law on data protection to ensure your personal data is kept safe. For more information as to how the Marks and Spencer Group keep your personal data safe, please read our Privacy Policy.

How can I unsubscribe from email newsletters?

All our newsletters offer the option to unsubscribe to future emails. Please follow the directions on the newsletter.

Please note that any changes to our email list come into effect overnight, so you may still receive an email from us on the day you ask to be removed.

Offers terms and conditions

4 FOR 3 ACROSS SELECTED WOMENS SOCKS AND TIGHTS

4 for 3 across selected Womens socks and tights. Offer is subject to availability and for a limited time only at www.marksandspencer.com/cn only. Cannot be used in conjunction with any other promotion, offer or discount code. Sale items excluded. Offer does not apply to delivery charges. Please check relevant delivery terms and conditions online. Any refunds will take into account the discount. M&S reserves the right to reject this offer with reasonable cause.

3 FOR 2 WOMEN'S KNICKERS

Buy 2 items and get the 3rd item free on selected women’s knickers when purchased in one transaction. The price of the cheapest item will be deducted from the total at checkout. Offer is subject to availability and for a limited time only at www.marksandspencer.com/cn only. Cannot be used in conjunction with any other promotion, offer or discount code. Selected items only. Sale items excluded. Offer does not apply to delivery charges. Please check relevant delivery terms and conditions online. Any refunds will take into account the discount. M&S reserves the right to reject this offer with reasonable cause.

BUY 2 MEN'S SHIRTS, SAVE 30%

Save 30% when you buy 2 or more selected Men's Shirts. Offer is subject to availability and for a limited time only at www.marksandspencer.com/cn only. Cannot be used in conjunction with any other promotion, offer or discount code. Selected items only. Sale items excluded. Offer does not apply to delivery charges. Please check relevant delivery terms and conditions online. Any refunds will take into account the discount. M&S reserves the right to reject this offer with reasonable cause.

Payment

What payment methods do you accept?

We accept major credit/debit cards (Visa, Mastercard, American Express,) and Paypal. Alternative payment methods are available at the point of checkout.

Can I pay using a gift card?

We currently do not accept payment by gift cards on this website. We will look to offer this in the future. Please note that any giftcards issued for our UK website, marksandspencer.com, will not apply on this website.

Is it safe to enter my payment details online?

We take security seriously and offer safe, reliable payment methods. If you are paying by debit or credit card your payment details are automatically encrypted when you enter them. When paying by bank transfer you will be making the payment in the secure environment of your bank’s online systems.

When will you take payment for my order?

If you used your debit or credit card, payment will be authorised when you submit your order. We won’t take the funds from your card until we’re about to prepare your order for shipment, which is normally within 24-48 hours of placing your order.

How will my transaction show on my statement?

For payments by card: Your transaction will appear as ‘GE/Marks and Spencer’ on your card or bank statement.

Offers and promotions

I’ve noticed the item I want is part of a special offer. Where can I find out more about this offer?

There is a link to the terms and conditions for the offer on the product page. Click ‘More details’ for further information about how to take advantage of the offer or discount.

How do I apply a promotional code to my order?

• Go to your shopping basket.
• Type the promotional code into the ‘Enter promotion code’ and click ‘Apply’.
• Your discount should appear in the order summary box and the estimated total should change.

Why is my promotional code not working?

If your promotion code is valid, it should appear as a discount in the order summary in your shopping basket. To check your basket, please click on ‘My Basket’ at the top right corner of the homepage.

If your promotional discount isn’t showing, please follow these steps:

• Our promotional codes have expiry dates, so ensure it has not expired.
• Read the terms and conditions for the promotion code. The products you want might not be eligible and some codes or offers can’t be used with others.
• Check you’ve entered the code correctly, ensuring there are no empty spaces.
Check if the code has any capitals and double-check O vs 0, l vs I etc. If you can, copy and paste it into the ‘Enter promotion code’ box.

If you’re still unsure why your code isn’t working, please contact us. Click here for our contact details.

Other

I’ve forgotten my password. What shall I do?

• Click on ‘Forgot Password?’
• Enter your account email to receive an email to reset your password.

How do I create an account?

Please click here to create an account Alternatively,

• Click ‘Sign in’ at the top of the website or via the mobile menu on the left
• Click on ‘Create an account’ under ‘New Customer’.
• Enter your personal details and click on ‘Create an account’ at the bottom of the page.

How can I keep my account details safe?

Click here for our privacy policy

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session for your security. In addition, we recommend that you take the following security measures to enhance your online safety:

• Keep your account passwords private. Remember, anybody who knows your password may access your account.
• When creating a password, use at least 8 characters. A combination of letters and numbers is best. Do not use dictionary words, your name, email address, or other personal data that can be easily obtained. We also recommend that you frequently change your password. You can do this by going to ‘My Account’ and clicking ‘Change name, email or password’.
• Avoid using the same password for multiple online accounts.

I cannot sign in my account even though I am an existing customer

Account details registered on the UK website cannot be carried over to this site, however setting up a new account is easy and fast, click here to create your new account. If you already set up an account on this website and forgot your password, please select 'forgotten password' link and enter your e-mail address. You will then receive an e-mail with a password reset link. Please access the link within 30 minutes to reset your password. Otherwise it's possible that you placed your previous orders as a guest and you don't have an account yet. To create one, please select 'SIGN IN' link at the top of the website on the right and fill in the form.

How do I add a credit card to my account?

Currently no payment details can be stored on your account.

How do I delete a credit/debit card from my account?

Currently no payment details can be stored on your account.

How can I close my account?

If you would like us to disable your account, please contact our Customer Services team, who will be able to do this for you. Click here for our contact details.

Accessibility policy

What is your website’s accessibility policy?

Accessibility Statement

This page states our intention that our website is usable and accessible to all users following the W3C's Web Content Accessibility Guidelines 2.0, Level A.

The measures we have taken to achieve this include:

• The content can be presented in different ways (for example simpler layout) without losing information or structure.
• Colour is not used as the only visual means of conveying information.
• Alternative content is provided for all the images unless they are purely decorative.
• Contrast ratio is compliant to the guidelines for level A.
• The form input fields are always associated with labels.
• Form error messages are specific and clearly identify which error has occurred.
• All functionality and content of the website is operable through a keyboard interface without requiring specific timings for individual keystrokes.
• To help users navigate the site, a mechanism is available to skip blocks of content.
• Web pages have titles that describe topic or purpose.
• More than one way is available to locate a web page, e.g. using menus and site map.
• The site is in valid HTML.
• If you experience problems accessing any of the information on our site, please contact us We will do our best to fix the problem or to provide the information in an alternative format.

Browser information

What browsers are compatible with the Marks & Spencer website?

The Marks & Spencer website has been designed to be compatible with the following browsers:

• Google Chrome 31.0
• Google Chrome 30.0
• Google Chrome 29.0
• Google Chrome 28.0
• Google Chrome 27.0
• Microsoft IE 11
• Microsoft IE 10
• Microsoft IE 9
• Mozilla Firefox 26.0
• Mozilla Firefox 25.0
• Mozilla Firefox 24.0
• Mozilla Firefox 23.0
• Mozilla Firefox 22.0
• Mozilla Firefox 21.0
• Safari
• iPad
• iPhone
• Android

Cookies policy

What is your website’s cookie policy?

The M&S website (www.marksandspencer.us) places cookies, which are small data files, on your computer or handheld device. This is standard practice for all websites.

Cookies are essential for helping us deliver a high quality website and online shopping experience for our customers, and some collect information about browsing and buying behaviour.

By using and browsing the M&S website, you consent to cookies being used in accordance with our policy. If you do not consent, you must disable cookies or refrain from using the site.

Careers

International Store Roles

From Malta to Moscow, Tenerife to Tallinn, you can count on Marks & Spencer being there. Outside of the UK we have nearly 250 European stores – and that number’s growing fast.

In 2011/12 we made great strides in central and eastern Europe, opening more than 25 stores across Poland, the Czech Republic, Turkey, Russia and Ukraine. And we’re always looking for ways to take the unique Marks & Spencer brand to even more people across the continent.

What’s the secret? Well, there isn’t one. It’s simply offering cutting-edge fashion that makes our customers look great – and industry-leading service that makes them feel great. And if you’ve got all the skills and all the enthusiasm to play your part, there’s never been a better time to join us.

For the latest opportunities please click here

About Marks and Spencer

Who are Marks and Spencer?

We are a leading retailer in the UK, with over 1,330 stores worldwide. We offer British style and fashion for Women, Men, Children and Home accessories. We are committed to delivering sustainable value and enhancing lives everyday through high quality clothing and homeware products. Please click here for the most up to date information about Marks and Spencer.

What is your ethical trading policy?

We have around 2,000 product suppliers in over 70 countries. We’re a fair partner to our suppliers by ensuring good working conditions for everyone in our supply chains. In 1999, we developed a set of principles in partnership with our suppliers. These principles set down our requirements for suppliers to comply with all relevant local and national laws, particularly on: working hours and conditions, health and safety, rates of pay, terms of employment and minimum age of employment. As our relationship with a supplier develops, we expect them to improve working conditions in line with the more demanding standards promoted by the Ethical Trading Initiative (ETI), a collaborative group of companies, trade unions and human rights groups set up by the UK Government in 1998. M&S joined the ETI in 1999. We use a combination of M&S, third- party and self audits to assess supplier performance which are logged on a shared database known as SEDEX. Results are reported in detail to the ETI and summarised in our annual How We Do Business Report.

How can I find out more about Plan A?

You can find out more about Plan A here.

Shopping in-store & online

As we continue to manage the current cyber incident, we have written to customers to let them know that unfortunately the nature of the incident means some personal customer data has been taken. Importantly, there is no evidence that this data has been shared and it does not include useable card or payment details, or account passwords, so there is no need for customers to take any action.

To give customers extra peace of mind, they will be prompted to reset their password the next time they visit or log onto their M&S.com account on our website and we have shared information on how to stay safe online.

What does this mean for me?

The personal data taken could include contact details - such as name, email address, addresses, telephone number - date of birth, online order history, ‘masked’ payment card details used for online purchases. For clarity and reassurance, M&S does not hold full payment card details on its systems, which is why we use the term ‘masked’.

You do not need to take any action, but you might receive emails, calls or texts claiming to be from M&S when they are not, so do be cautious.

We will never contact you and ask you to provide us with personal account information, like usernames, and we will never ask you to give us your password.

Here are some hints and tips on how to stay safe online:

• Be careful if you receive an email or text message asking you to click on a link – check it goes to where you expect it to.
• Use a strong and unique password for your email account and use different passwords for each account you have.
• Always do your software updates on your phones and devices as they often contain important security updates to protect you.

What do I need to do?

You do not need to take any action and, to give you extra peace of mind, next time you visit or login to your M&S.com account on our website, you will also be prompted to reset your password.

How will I be prompted to change my password?

• When you next go to login on your M&S account, you will enter your account details and click sign in.
• You will then receive an email to your registered account from Marks and Spencer Service asking you to reset your password.
• Please click the ‘reset your password’ button in the email.
• You will then be taken to a new webpage on M&S.com to enter your new password.
• Enter and confirm your new password and then click the ‘reset my password’ button.
• When this has been done, you will receive an email to confirm your password has been changed.
• You will then be able to login with your new credentials.
• Remember to use a strong and unique password.

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