How do I exercise my right of withdrawal?

Under EU law, you have the right to cancel most online purchases within 14 days of receiving your order, without needing to give a reason. To begin your withdrawal request, please follow this link Global-e Help Center Right of Withdrawal page. Once submitted, you’ll receive instructions on how to return your items and complete the process. Please note that you will be responsible for the cost of return shipping.

What is your returns and refunds policy?

Unused goods can be returned within 28 days of purchase. The goods do not need to be in their original packaging, but they must be securely packaged.

a. Free returns directly to M&S stores

You can find the store map here.

Any products purchased through the e-shop can be returned to our stores FREE OF CHARGE within 28 days of purchase, regardless of the delivery method used for the order. Simply bring the goods to the store, provide your order number and state the reason for the return.

To return goods in-store, simply bring the goods, provide your order number and state the reason for the return.

b. Returning goods using a carrier of your choice

For our customers’ convenience, we offer the option of returning goods using a carrier of your choice. Customers can therefore send their parcel to our warehouse using the carrier that is most convenient for them.

To return goods, generate the shipping documentation with the required delivery details in the returns system (select the “Own transport” option) and arrange the shipment according to the instructions of your preferred carrier. The entire process is managed independently by the customer and is not organised by us.

The cost of this return method is determined by the price list of the selected carrier and is paid by the customer.

c. Returning goods via our contracted carrier GLS

For maximum convenience, we currently offer prepaid returns via our contracted carrier GLS.

To return goods via GLS, generate the shipping documentation in the returns system (select the “GLS return” option) and arrange the shipment according to the instructions provided on the label.

The cost of returning goods via GLS is CZK 150. You do not need to pay the prepaid return fee separately; it will be deducted from your refund. By using the GLS return label, you agree to the return costs being deducted from the refund for the returned goods.

If you have received a faulty or incorrect item, please contact us and we will resolve the matter with you.

All returned goods should be in their original condition, which means:

• •  Goods should be unworn and unused.
• •  Items consisting of multiple pieces must be returned complete.
• •  Items purchased as part of a “3 for 2” promotion can be returned individually, but the refund will be based on the promotional price paid.
• •  If the original purchase included a free item, this item must also be returned.
• •  Items with protective hygiene features must be returned with these features intact (e.g. swimwear, underwear, duvets, etc.).

Please note: even as a gesture of goodwill, we are unable to accept refunds for underwear, unwrapped bedding, or face masks.

When will I receive my refund?

In-store returns

If you returned your items in a store, you should receive your refund within 5 working days.

Returns via postage

Processing a return may take up to 21 working days. Once your refund has been issued, we will send you a confirmation email.

If you feel that your refund is taking longer, please find below a few tips on how to easily track the payment:

• •  Refunds are automatically issued to the original payment method.
• •  The sender of the refund payment is Global-e, our partner that supports us with international sales and the fulfilment of our contractual obligations.
• •  In some cases, the refunded amount may appear in online banking retrospectively, sometimes backdated to the original order date. This happens due to how the transaction is processed, and the bank may classify it as a historical transaction.
• •  Try filtering your online banking by the exact refund amount.

If you are still unable to locate your refund, please contact us. here

How do I return a faulty or damaged item?

We are sorry that you have received goods that do not meet M&S quality standards.

If the item you purchased is damaged or faulty, we will be happy to provide you with a refund. In accordance with Czech legislation, we accept returns of goods that are defective or damaged up to 2 years from the date of purchase.

Please send us a photo of the product or packaging with the damage clearly visible to the address listed in the “Contact us” section. Alternatively, you may bring the unsatisfactory item to the customer service desk at any of our stores.

To process a claim, we will require the following information in both cases:

• •  Recipient’s name and contact phone number/email.
• •  Your order number.
• •  Name and product code of the faulty item (this can be found in your order confirmation email).
• •  Description of the defect.

If you still wish to keep the item, please place a new order or check its availability in stores via https://marksandspencerstore.cz/cs/, where you can also reserve the product if it is available.

If it seems that your refund is taking longer than expected, please see the tips below on how to locate the payment:

• •  Refunds are automatically issued via the original payment method.
• •  Refund payments are sent by Global-e, our partner that helps us with international sales and fulfillment of our contractual obligations
• •  In some cases, the refunded amount may appear in online banking retrospectively, backdated to the order date. This happens due to how the payment is processed, and the transaction may be listed among historical transactions.
• •  Please filter your online banking by the exact amount.

If you are still unable to locate your refund, please contact us. here