Legal & ethical policies

Payment

All card transactions will be processed on the day you place your order.

Before you place your order, you must check your furniture’s dimensions and check that it will fit into your home and into your chosen room and through all access routes. You will also need space should any assembly of the product be required by our delivery crew.

If the product does not fit, we will class it as a cancelled order and you will incur a €35 charge. This will show as a separate charge and not be deducted from your refund.

Delivery

Furniture delivery to ROI can take up to 14 days longer than stated on the product page.

Delays

Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed and discuss revised delivery timescales.

Cancellations and amendments

Should you need to change your order, please contact our service team on (0044) 3330 148 000. If you amend your order, you may find there are changes to your delivery timescales and/or the price you pay for the item(s) (you will be charged the current selling price on the day you amend the order). You have a legal right to cancel your order within 14 days after the day on which you received your goods. All items returned must be in a reasonable condition and there will be a collection charge (€35).

Furniture Disposal Service

This service is ordinarily available for upholstery, mattresses and beds, but please note the points below.

This service must be ordered with your new product and cannot be ordered after you have placed your order.

Removal charges are €49 for upholstery (per item) and €39 for mattresses and beds (per item), e.g. disposal of two sofas would cost €98.

We will only collect products from the same address as your new furniture is being delivered to.

The product(s) will not be removed if infested, wet, heavily soiled or dangerous to remove.

You must arrange for bedsteads to be disassembled prior to collection.

Returns and refunds

Your M&S furniture has been manufactured to the highest possible standards. We recommend you look after it according to the care instructions provided. Once you have taken delivery of your furniture, we will only give refunds in accordance with your legal rights, for example, if the goods are not fit for purpose or as described. We reserve the right to apply a usage fee to all furniture which has been in use for over 1 year prior to the report of any fault. In the unlikely event that you have an issue with your furniture after delivery, we have a dedicated Furniture Customer Services team: Telephone number 0353 1695 0741. Opening times: Monday – Friday 8am to 9pm, Saturday 8am to 5pm and Sunday 9am to 5pm.

What happens after my furniture is delivered?

Your furniture is manufactured to the highest standards and, if you look after it according to the care instructions, it should give you years of pleasure.

Once you've taken delivery of your furniture, we will only give refunds in accordance with your legal rights - for example, if the goods are not fit for purpose or as described. Please arrange for collection by us promptly at your cost (€35).

In the unlikely event that you have any issues with your furniture after delivery, we have a dedicated customer service team who can be contacted via 0353 1695 0741.

What if I don’t like the furniture item I purchased online or in store when it arrives?

If you bought ready-made furniture online, you have the right to cancel your order within 14 days from the day after you receive your order. All items returned must be in as new condition and there is a collection charge (€35). Please note that made to order furniture, for example where a sofa is upholstered in the fabric of your choice, is excluded from your cancellation rights. Call our furniture customer services team on 0353 1695 0741 (Monday to Friday 8am to 9pm, Saturday 8am to 5pm, Sunday 9am to 5pm) for more details.

How long does delivery take?

Delivery times will vary. Many of our furniture and selected sofa ranges can be delivered within 14 days. Made to Order Furniture will usually be dispatched within 6–12 weeks. If you order more than one furniture item, the delivery date we offer will be based on the longest lead time to minimise disruption to yourself and to help the environment through our Plan A commitment.

Why does it take so long for some furniture items to be delivered?

Some of our furniture is made to order - so we'll only make it once you've placed your order. We'll let you an estimated delivery date when you place your order and our furniture customer services team will be in touch to arrange a delivery date.

When do you deliver furniture?

Our furniture delivery team works Monday to Friday, 7am to 8pm. Once you've placed your order, our team will call you about 2 days before the arranged delivery date to confirm a four-hour time slot.

What are the delivery services M&S offers for furniture?

Delivery arrangements for furniture and mattresses (T39 and T65). All orders are delivered by our home delivery service. When you order we will give you an estimated date for delivery, which our carrier will confirm by phone or text. If you are unable to accept the delivery offered or you wish us to hold your order, we can provide a storage service at a cost of €35 per week. Failure to be present for your furniture delivery will result in a delivery re-arrangement fee of €35. Each vehicle has a delivery crew that carries identification cards. Approximately two days before the agreed date of delivery, our team will contact you with a time window. If you elect a third party to accept the delivery on your behalf, you agree to us discussing all relevant data held on our system in relation to your order with them. Please inspect your items carefully and then sign for the furniture. If you are not satisfied for any reason, please inform the delivery team before signing. Please note the differences in the delivery service (see above) and ensure you are clear about the type of delivery you will be receiving. Furniture orders may be placed by phone 0353 1695 0741.

Can I change my delivery date?

If you wish to amend your delivery date, please contact our service team on (0044)01953886000.

Can I change my furniture order?

If you placed your order online, you can change your order before it is processed in our warehouse – typically 48 hours before despatch. Log on to our website and click on “my account” or call 0353 1695 0741.

To amend a furniture order contact our Furniture Customer Services team on 0353 1695 0741. If you amend an order, the delivery time and quoted price may change.