My order

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
If you wish to cancel your order prior to delivery, please 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
You can change your delivery address 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.

Yes! To help you gift easier, you can now send gift receipts to recipients on an online order by following the below steps:

• Navigate to Orders & Returns in Your Account
• Select ‘Gift receipt(s)’ next to the relevant order
• Tick the items you want to include in the gift receipt
• Select whether to print or email the gift receipt
• Enter the recipient’s name and email address (if applicable)
• Click ‘Send gift receipt email’ if emailing, or ‘Print gift receipt’ if printing

You will be copied in on the gift receipt email sent to the recipient. The recipient will receive a returns barcode and important information regarding their return, including our terms and conditions..

Where recipients can return item(s) with a gift receipt:

• Clothing & Home stores: Present item(s) with a gift receipt at the till to receive an e-gift card.
• Self-service kiosks in store: Returns made via the self-service kiosk will be refunded to the purchaser’s original payment method.
• Cannot be returned: Gift receipt orders cannot be returned via post, or in Simply Food, Foodhall, or Outlet stores.

Please note, gift receipt emails cannot be resent and are only stored on our system for 7 days in line with GDPR data compliance.