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My order

Made a mistake or ordered the wrong thing? Don’t panic. You can cancel your order within 30 minutes of placing it then reorder. If 30 minutes have passed, you can just return any unwanted items to us for a refund once you receive them.

  • Yes, but only within 30 minutes of placing it. After 30 minutes, neither you nor customer services will be able to cancel your order. You can however return any unwanted items to us for a refund once you receive them.

    How to cancel an order online:

    1. Sign into your M&S account.
    2. Find your order in ‘Your account’.
    3. Click ‘View order details’.
    4. Then click on ‘Cancel order’ next to ‘Order placed date’.
    5. Confirm you wish to cancel your order. You will then receive a confirmation email.
     

    Guest orders
    If you placed your order as a guest, it is not possible to cancel your order online. Contact customer services within 30 minutes of placing your order and they will be able to cancel it for you. After 30 minutes, customer services won’t be able to cancel your order.

    Furniture orders
    You can cancel your furniture order online within 30 minutes of placing it. After this time, your order can be cancelled in one of the following two ways:

    • Go into one of our furniture stores and speak to a customer adviser.
    • Call our furniture customer services team on 0333 014 8111.
  • We may be dealing with a high volume of customer requests – please allow a little time for the email to come through to you. If you have any concerns about an order, please contact us.

  • Billing address
    You can change your billing address within 15 minutes of placing your order. Please contact customer services who will be able to do this for you.

    Delivery address/date/method
    You can change your delivery address, your nominated day delivery date and/or your delivery method within 30 minutes of placing your order. Please contact customer services who will be able to do this for you.

    All other amends
    Unfortunately, once you’ve placed your order we are unable to make any other amends. This means we cannot change your payment details or the quantity, size or colour of the item you’ve ordered.

    You can however cancel your order within 30 minutes of placing it.

    How to cancel an order online:

    1. Sign into your M&S account.
    2. Find your order in ‘Your account’.
    3. Click ‘View order details’.
    4. Then click on ‘Cancel order’ next to ‘Order placed date’.
    5. Confirm you wish to cancel your order. You will then receive a confirmation email.

    If you placed your order as a guest, it is not possible to cancel your order online. Contact customer services within 30 minutes of placing your order and they will be able to cancel it for you. After 30 minutes, customer services won’t be able to cancel your order.

    Please note: we take payment as soon as you place your order so you might be charged. Once you’ve cancelled, the money will be refunded to you. That should be within the day however it can take up to five working days.

  • Please allow a little time for your order to show. If you have any concerns about an order, please contact us.

  • Your parcel summary document, which is enclosed in your delivery, is your receipt. If you haven’t received a receipt for a furniture order, please contact our furniture customer service team on 0333 014 8111 and they will send you one.

    You can still collect your order in store without your order confirmation. Please just ensure you are able to provide the following information:

    • Your name
    • Your email address
    • Your phone number

    This also applies if someone else is picking up the order on your behalf.

  • It may be that unusual activity has been detected on your account and we’re investigating it, both for the protection of our other customers and for you, to ensure no one else is using your account details. Please contact us to find out more about your cancellation.

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