Our standard return policy for items bought is 35 days. This applies to both online and in-store purchases, except in case of sale items, which you have 14 days to return. You have 14 days for sale items bought online, unless otherwise stated; exclusions apply). If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we’ll offer an exchange in our clothing and home stores (store returns only) or a full refund. This does not affect your statutory rights. Please click here for further details. If you have an issue with the quality of a product purchased from us, please click here.
Returns taken to our clothing and home stores will be processed the same day as your visit. The refund will be issued to your original payment card, usually within 3-5 working days. Returns taken to our Simply Food take a little longer, so please allow up to 14 days for these to be processed.
You can return in store purchases to any Clothing and Home stores. You cannot return Clothing and Home products to our Simply Food stores unless it was purchased online or in that particular store*. (*Applicable only to those Simply Food stores selling a small range of Clothing and Home items).
Any clothing, home (excluding furniture) and beauty products can be taken to any ROI stores (excluding, Simply Food, or train station stores) for a refund or exchange. Don’t forget to bring along your receipt.
For food purchases, your best option is to return to the store of purchase. If this is not possible, please contact us.
FAST, FREE, TRACKABLE returns available with our new digital returns process using the AnPost returns portal.
If you’re returning your order by post, you’ll need to generate a returns label online for through the AnPost returns portal here.
You don’t need a returns label if you’re returning your order to one of our stores. You can use your digital order summary.
Your order summary is included in your parcel. You can also find your order summary in either your Order Confirmation email or your Ready to Collect email, if you collected your order from one of our stores.
The refund will be issued to the original payment card, usually within 3-5 working days; gifts will be refunded by credit receipt. If you paid using an e-gift card, we will email you within 72 hours. For orders paid for by gift card we will issue a new one to your billing address within 3-5 working days. Credit receipts are valid for 12 months in ROI stores only.
Our “goodwill refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation.
Our “goodwill” refund or exchange policy is offered on clothing and homeware when goods are returned with a valid order summary. Your order summary is included in your parcel. You can also access your order summary via your order confirmation or ready to collect emails.
Sale items
For items purchased in our sale, we’ll be happy to either refund or exchange (store returns only) an item if you change your mind within 14 days of receipt. This is in addition to your statutory rights. Our refund and exchange policy for sale items purchased in store may differ and this will be made clear at you at the time of purchase
Final clearance sale items
For final clearance sale items purchased online, we’ll be happy to offer a refund or an exchange (store returns only) within 14 days of receiving them. Unfortunately, final clearance sale items purchased in store cannot be returned. Your statutory rights are not affected.
Am I free to return as many items as I want?
We’re always happy to accept returns and you are free to return as many items as you like. We want our customers to have the best experience possible and so to help minimise customer returns and to inspire our customers, we have a number of helpful tools like size guides and inspire me to guide you.
We’re always here and happy to help
If you have a question about your order or would like advice whilst browsing our website, you can use our popular web chat service to quickly get through to a friendly advisor and ask a question – alternatively we’re always available on the phone, via social media or email. For more information on how to do this, click here.
If you’ve noticed a mistake, you can amend your order within 30 minutes of it being placed. click here to find out more.
If we notice an unusually high number of returns, we may contact you to ask for feedback and/or ask for you to verify your account activity with us.
As a business, we’re committed to building a sustainable future by having a positive impact through all that we do, and these tools are also there to minimise our overall environmental footprint. click here to find out more about our commitments to sustainability and the achievements we are proud to have made so far.
Is there anything that can’t be returned?
The following items are excluded from our goodwill returns policy:
Face coverings, Beauty products*, bra accessories*, duvets*, earrings*, flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift cards, hampers, made-to-measure and personalised items, mattress protectors*, pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine, non-M&S branded toys and gifts*, non- M&S branded luggage plus kitchen electrical goods and any products with a seal, where the seal is broken. These products can only be returned in accordance with your statutory rights.
Some of these items may have their own terms and conditions which will be provided at the time of purchase.
*These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.
Exceptions
Fine jewellery, wedding and bridesmaid dresses, adult’s fancy dress costumes, maternity clothing, and any other products as notified at the time, can only be returned by post. Please return these in or with the original outer packaging. For more information what products cannot be returned through the post, click here.
We’re really sorry about that.
If you bought the item in store:
You can take the item to any of our ROI stores (excluding, Simply Food, or train station stores) with a valid receipt and they’ll be happy to help.
If you bought the item online:
Please call us if you can’t find the relevant details in our Contact us pages.
We aim to ensure that M&S furniture is manufactured to high standards. Once you’ve taken delivery of your furniture, if you change your mind you have up to 14 days to return it for a full refund. All products returned must, when received by us, be in their original re-saleable condition. In all circumstances, you are responsible for any loss or damage to the furniture before it is received by us (except where caused by us), which will be deducted from any refund made to you. There’s a €35 collection fee (exclusions apply) for returned furniture unless not in accordance with your legal rights (e.g. if it’s not of satisfactory quality, not fit for purpose or not as described).
This is in addition to your statutory rights.
As long as you can identify your order number, you can still process your return in store or via post through the AnPost portal by following the simple steps, click here for more information. If you still have access to your ‘Order confirmation’ or ‘ready to collect’ email then you can use the barcode included.
We’re really sorry about that. If you have received any incorrect items, you must inform us within a reasonable period of time. Where possible, you will be asked to return the products to us using one of our free return options. If it is not possible for you to return the item, and if you are eligible for a refund or replacement, this will be discussed at the point of contact.
Yes, but the refund will be processed back to the original payment method if you return via post through the AnPost portal. All online gift orders will receive paper parcel summary which can be sent back with your return. If you have a gift receipt or want a credit receipt, you’ll need to return it to one of our ROI stores (excluding Simply Food, or train station stores). Our goodwill returns policy does not affect your statutory rights.
Underwear and lingerie
You can return underwear and lingerie, so long as the product packaging hasn’t been damaged. If the item is not packaged, you can still return it, so long as the tags and hanger (if applicable) are still intact.
Swimwear
You can return swimwear, so long as any hygiene seals are still intact. Our goodwill returns policy does not affect your statutory rights.
If you cannot locate your order summary, you can find it in either your Order Confirmation email or your Ready to Collect email, if you collected your order from one of our stores.
If returning via An Post, you can search for your nearest Post Office or drop off point here.
Yes. If you purchased online, you should reprint your order summary; You can find your order summary in either your Order Confirmation email or your Ready to Collect email, if you collected your order from one of our stores. If you purchased instore and don’t have a receipt but have the product barcode label, we may offer you an exchange or a credit receipt (at store’s discretion). This does not affect your statutory rights – please see here if the item is faulty or not as described.
We keep clothing, beauty and homeware orders for seven days; after that we’ll return the items to stock and issue a refund via the original method of payment. If you can’t pick up within seven days, we can sometimes extend the holding period – please call your collection store to check. Find your nearest store.
Our standard return policy for anything you buy from us is 35 days. This applies to both online and in-store purchases, except in case of sale items. You have 14 days for sale items bought online, unless otherwise stated; exclusions apply. For online orders, the last return date is 35 days from the dispatch date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders). If you return an item with an expired order summary document via post, it will be returned to you.
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