About Marks And Spencer

My account and orders

Payment and offers

Our products & size guides

Returns & refunds

Ordering and delivery

Stores

Technical information

About Marks and Spencer

Who are Marks and Spencer?

We are a leading retailer in the UK, with over 1,400 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.

Careers

Czech store roles

For the latest opportunities please click here

 

Contact us

How can I contact you?

Due to high demand from our Black Friday event, your order may take longer than usual.

By email: click here.

By telephone: 00420225985774*; open 8am – 11pm CET (7am - 8pm UK time), 7 days a week.

*Local rate number if calling from a landline. Please note, customer service line is currently English speaking only.

By post:
Marks & Spencer Plc,
PO Box 3001,
Sheffield,
S97 3GN,
ENGLAND

For information on how to return items please click here

When do I receive a refund?

Please note that it can take up to 14 working days for your return to be received at our UK warehouse. We will then process your refund within 7 working days of receiving the products at our UK warehouse. We will send you a confirmation email once we’ve refunded you.

My order is damaged. What should I do?

Please contact our Customer Services team so we can advise you on the next step to take. Please click here to find our contact details.

My personal details

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’.

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.

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 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.

Payment

What payment methods do you accept?

We accept major credit/debit cards (Visa, MasterCard, American Express (KC not available), Diners Club) TrustPay and PayPal.

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 gift cards 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 can I get a VAT receipt for my order?

Your VAT receipt will be included in your parcel.

How will my transactions show on my payment?

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

Gift Cards

Can I order gift cards on the Marks and Spencer International website

We’re sorry but we’re not currently selling gift cards or vouchers on our International website.

I have a UK gift card. Can I use this on the Marks and Spencer International website?

No. We’re sorry but we don’t currently accept gift cards on our International website.

Clothing and Homeware

Can I leave a gift message for the item I’m buying?

We are able to offer the ability to leave a gift message within the Checkout process of your order.

Can you gift wrap my purchase?

We’re sorry but we don’t offer a gift-wrapping service. You can, however, include gift wrap in your order from the Stationery section on our website.

Why aren’t you offering food online?

We have looked at offering a full online food offer but do not intend to build that capability at present.

Why can’t I find beauty, flowers and wine online?

We are unable to ship beauty, flowers and wine internationally due to legal, logistic and licensing restrictions.

Why can’t I find children’s toys and books online?

We are currently unable to offer toys and books due to international licensing restrictions. However, you can ship toys and books to friends and family in the UK by shopping at marksandspencer.com.

Size Guides

Where can I find the size guides for your products?

There are links to the size guides on product pages. You can also find links to all product size guides below:

Womenswear

  • Click here for our Women’s dresses size guides
  • Click here for our Women’s petite size guides
  • Click here for our Women’s plus size guides
  • Click here for our Women’s tops size guides
  • Click here for our Women’s bottoms size guides
  • Click here for our Women’s skirts size guides
  • Click here for our Women’s nightwear size guides
  • Click here for our Lingerie and swimwear size guides
  • Click here for our Women’s footwear and hosiery size guides

Menswear

  • Click here for our Men’s bottoms size guides
  • Click here for our Men’s casual shirts size guides
  • Click here for our Men’s casual trousers size guides
  • Click here for our Men’s footwear size guides
  • Click here for our Men’s formal shirts size guides
  • Click here for our Men’s formal trousers size guides
  • Click here for our Men’s dressing gowns size guides
  • Click here for our Men’s jumpers size guides
  • Click here for our Men’s night sets size guides
  • Click here for our Men’s outerwear size guides
  • Click here for our Men’s suits size guides
  • Click here for our Men’s tops size guides
  • Click here for our Men’s underwear size guides

Kidswear

Lingerie

  • Click here for our Lingerie bras size guides
  • Click here for our Lingerie dressing gowns size guides
  • Click here for our Lingerie knickers size guides
  • Click here for our Lingerie pyjama bottoms size guides
  • Click here for our Lingerie pyjama tops size guides
  • Click here for our Lingerie tights size guides

Returns and Refunds Policy

What is your returns and refunds policy?

Returns are easy, you may return unused products within 35 days of purchase through one of the below methods:

FREE returns to select M&S stores

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

Returns hub

We offer you the option to drop your package at your nearest post office using a pre-paid label. The cost of postage is provided at a discounted rate and will be deducted from your refund.

150 Kč will be deducted from your refund.

Self-postage returns to the UK

  • Please visit our returns portal to select your return method and generate your returns label and note
  • Return your parcel at your own cost through your preferred carrier

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

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

What is your extended Christmas returns policy?

Our extended Christmas returns policy is valid from 10 October 2019 and you’ll have until 20 January 2020 to return purchases bought during this time. Normal exclusions apply. Our goodwill Christmas returns policy does not affect your statutory rights.

When will I receive my refund?

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 used when placing the order.

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.

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?

1. 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).

2. 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.

3. 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 (CZK not available), JCB), TrustPay 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’.

4. 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.

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?

  • • 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’.
Alternatively, if you’ve placed your order as a guest:
  • • 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.
    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 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.

My Delivery

Christmas delivery

  • • Order by 17 December for delivery in time for Christmas. Applies to express home delivery only. Free upgrade to express delivery when you spend over 950 Kc

Delivery options

STANDARD DELIVERY: 4-7 working days
125 Kč
FREE when you spend over 950 Kč

EXPRESS DELIVERY: 2-3 working days
250 Kč
FREE when you spend over 1500 Kč

FREE DELIVERY TO STORE: 6-8 working days.
The select M&S click and collect stores can be found here

Do I have to pay to any customs and/or duty charges?

No, there are no customs duties to be paid when buying goods coming from within the European Union.

Can I deliver to a PO box address?

We are unable to deliver to PO Box addresses.

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.

Store Information

What services do you offer in stores?

Alteration Service
Selected clothing items can be lengthened or shortened (e.g. sleeves and legs) as per your liking. Available only in select stores.

Fittings
In Lingerie, our trained experts are on hand to help you get just the right size bra. Available only in selected stores.

Gift Vouchers
M&S gift vouchers are the perfect choice, whatever the occasion. Treat your loved ones to a gift of their choice from across the Marks & Spencer range - stylish clothing, beautiful accessories, gourmet food. Our gift vouchers are welcome in all our stores and have no expiry date but cannot be bought or redeemed online.

Store returns

What is your refund and exchange policy for items bought in stores?

Changed your mind?
That’s fine…
We’re happy to exchange or refund.

  • Unwanted items can be returned for exchange or full refund provided they are returned in a re-saleable condition within 35 days of purchase with a valid receipt. Refunds will be provided using the original method of payment.

  • If items are returned with an expired receipt or without any receipt, we will offer you a credit receipt or exchange to the value of the last known selling price.

  • Refunds and exchanges are only available within the original country of purchase.

  • Please note that we are unable to provide refunds or exchanges for all food items, toiletries, cosmetics, bra accessories, earrings for pierced ears, opened bedding, opened technology items, delivery and gift wrapping charges.

 

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.marksandspencerlondon.cz) 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.

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.