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?

Unworn items can be returned within 28 days of purchase. Items do not need to be in their original packaging, but they must be securely packed.

a. Free returns directly in M&S stores

Store locations can be found here.

Order items for in-store collection – you can try products on immediately and return them on the spot if needed.

Any products purchased via the e-shop can be returned free of charge in our stores within 28 days of purchase, regardless of the original delivery method.

Simply bring the items, provide your order number, and state the reason for the return.

b. Tracked returns via FedEx (tracked postal return)

Generate a return label via our portal here: Create a return label

Include a list of returned items in the parcel and attach the label to the package.

Arrange shipping via the FedEx portal at the link below. You will be required to provide the tracking number from the label (TRK#) and the postal code to which the shipment was delivered. Arrange FedEx return

A standard return fee of 150.00 CZK will be charged and deducted from your refund. Please keep your receipt as proof of postage. The return may be collected from an address different from the original delivery address.

c. Standard and express courier returns via DHL

Select the standard courier return option and schedule a pickup of the returned items. Print the return label and form here: Schedule pickup here. Keep your receipt as proof of postage.

d. Self-arranged returns

If you choose to return goods using your own carrier, you are responsible for the entire process yourself – from selecting the carrier and creating the shipping label to sending the parcel. This method is possible but not arranged by us.

For a simpler and more cost-effective return, we recommend using in-store returns. This option involves less logistics, lower costs, and is more environmentally friendly.

If you receive a defective or incorrect item, please contact us and we will resolve the issue.

All returned items should be in their original condition:

• •  Items should be unworn and unused.
• •  Multi-piece items must be returned complete.
• •  Items purchased under a “3 for 2” promotion can be returned individually, but refunds will be based on the discounted promotional price paid.
• •  If the original purchase included a free item, that item must also be returned.
• •  Items with hygiene protection seals must be returned with the seal intact (e.g., 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?

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