What is your returns and refunds policy?

You may return unused products within 28 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.

1. FREE instant returns in selected M&S click and collect stores.

The select M&S click and collect stores can be found here.

2. Tracked postal returns

Return your parcel by creating a return label through our return portal.

A standard returns fee of 150.00 Kč will be charged and deducted from the value of your refund.

Please enclose the Returns Merchandise Authorisation form in your parcel; attach the returns label to your parcel and drop off at your nearest postal service. Please get a receipt as proof of postage.

3. Standard courier returns

Choose our courier returns option and schedule a collection for your retuning items. Print your returns label and note here. Schedule your pick-up here. Please get a receipt as proof of postage.

4. Self-postage return to the UK

• Return your parcel at your own cost through your preferred carrier. The cost of shipping will be dictated by the carrier. Please get a receipt as proof of postage. Please enclose the Returns Merchandise Authorisation form in your parcel and attach the returns label which can both be printed from our returns portal.

5. Click Away returns

The products purchased by Click away service can be returned/changed within 28 days at the stores, where this service is available. You can also return the products purchased online at these stores.

The products purchased at the stores before 24th December 2020 will be possible to return/change/refund once we open the Clothing sections. The period for this will be prolonged for the number of days for which the stores were closed.

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 cannot accept goodwill refunds for bra, accessories, earrings for pierced ear, open bedding or face coverings.

When will I receive my refund?

Return in store

We can now process returns instantly in click and collect stores. Customers should receive their refund within 2-5 working days.

The select M&S click and collect stores can be found here.

Return via postage

It can take up to 21 working days to process your return.

We will send you a confirmation email once we’ve refunded you. Any refund will automatically be issued to your original payment method by Global-E, our international sales facilitation and fulfilment partner.

How do I return a faulty or damaged item?

Please contact us and our customer service team will sort this for you. In accordance with Czech law, we will accept returns for faulty or damaged items up to 2 years from date of purchase.

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