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

International Store Roles

For the latest opportunities pleaseclick here

 

Contact us

How can I contact you?

By email: click here.

By telephone at international rates: (+44) 117 456 4723; open 10am – 11pm AST time (7am-8pm UK/GMT time) 7 days a week (or on (+44) 0117 440 4620 from UK).

Please note that this number is currently not toll-free and international rates will apply.

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

For infomation on how to return items please click here

Covid-19 Information for our Customers

General Information

  • Throughout our history M&S, our customers, and the communities we serve have faced challenges big and small and come through them all by supporting each other and working together.
  • Now, as ever, the entire M&S team – across our stores, our support centres, our warehouses and in our supply chain – is working tirelessly to deliver for our customers. We’d like to say a huge thank you to all our colleagues for their dedication, and also to you, our customers, for your loyalty and understanding during these exceptional times.
  • However events unfold, M&S is here to help and we have already put in place new measures to support our customers and colleagues.
  • Please keep visiting this page for the latest information.

Delivery

  • We are currently experiencing delays in our delivery to Qatar. We are working hard to resolve these issues and apologise for any inconvenience this may cause. We expect orders to be with customers within 10-14 days
  • You may also find that certain delivery routes may be temporarily unavailable. All options currently available will be shown at the point of checkout.
  • Contact-free delivery is provided as standard for all online orders – the driver will leave your order safely at your door with no hand-to-hand contact.

Store Closures

  • For those markets where we have stores please check our onsite store locator for the latest information on any store closures and impact to Click & Collect delivery services.

Distribution Centres

  • We are closely following expert health guidance and have put in place additional social distancing and extensive hygiene measures to keep all our hard-working colleagues healthy and well at work. This includes changes at our distribution centre, which supports our online and delivery operations.
  • To help support good personal hygiene, we have installed hand sanitisers across our site and increased access to handwashing facilities. We closed out distribution centre to external visitors and, as our facility is highly automated, it means we need fewer colleagues on site that manual warehouses we have taken additional steps to minimise contact for those in the building, for example, we have closed alternate work stations to ensure colleagues are spaces further apart when working and we have opened up different entrances and exits to enable colleagues to maintain social distancing as they move around and leave the site.
  • We have also made some changes to our process and tasks to help keep up good social distancing practices. During this time, deliveries may take a little longer than usual because of the extra measures and changes we have put in place to keep colleagues and customers well.

Customer Services

  • If you do need to contact us details can be found here together with any updates to our customer services opening hours

Returns

  • We have increased the return period on anything you buy with us from 35 days to 90 days. We hope this helps to reassure you during this difficult time.

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?

We don’t automatically save your card details. If you would like us to save them for your next order, click the ‘Save this card’ option after you’ve entered your card details for payment. Alternatively, add a card on the ‘View and add payment details’ section of the ‘My Account’ page.

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. Certain products available for sale on the Website may not be available in stores. At certain times prices on the Website may be different from prices in stores, for example if there is an online or in-store only offer and promotion.

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 (KWD not accepted), Diners Club), Paypal (USD only), Cash on Delivery and Apple Pay on iOS devices.

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 giftcards 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.

Payment for Cash on Delivery orders will be taken at the point of order delivery.

How will my transaction show on my statement?

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 sorry but we currently do not offer a service to include a gift message for items within your order.

Can you gift wrap my purchases?

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?

As with our UK website, we have looked at offering a full online food offer but do not intend to build that capability at present.

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 general 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 general size guides
  • Click here for our Men’s formal size guides
  • Click here for our Men’s underwear and nightwear size guides
  • Click here for our Men’s footwear size guides
  • Click here for our Men’s accessories size guides

Kidswear

Home

  • Bedding size guides coming soon. Please note our bedding comes in UK sizes

Returns and Refunds Policy

What is your refund and returns policy?

You may return unused products within 35 days of purchase (14 days for sale items) with a printed returns label. Your items don't need to be in the original box or bag as long as they're securely packaged.

We have increased the return period on anything you buy with us from 35 days to 90 days. We hope this helps to reassure you during this difficult time.

We offer 3 simple and convenient ways to return all or part of your order:

1. FREE returns to M&S click and collect stores. This service is not currently available.

2. DHL courier pick up return to UK at discounted rate.

QAR 60 will be deducted from your refundhere.
Schedule your pickup here.

3. Self-postage return to the UK.

Return your parcel at your own cost through your preferred carrier. The cost of shipping will be dictated by the carrier.

Print your returns label and note here.

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.

When will I receive my refund?

It can take up to 28 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.

For Cash on Delivery orders, customers will have the option of receiving refunds via Paypal (USD only) or a coupon code.

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.

Why can’t I order the item I want when it’s available in the UK?

Most of our clothing, footwear and homeware range in the UK is available to order on this website (exceptions include Beauty, Furniture, lighting, flammable items, Peppa Pig products, and selected homeware). Please note that gift cards are not available for use or purchase on this website.

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, trousers , dresses etc).

2. Browse through the products we have to offer, and 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.

3. You can then choose to continue shopping or proceed to checkout with your order.

4. Once you proceed to checkout, you can amend your shopping basket and continue to our secure checkout page.

5. 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.

6. Enter your details, choosing your delivery method, and click continue.

7. Next you will be required to enter your payment details, billing address and contact details.

8. The payment details you can choose from are credit/debit cards (Visa, Mastercard, American Express (QAR currency not available), JCB).

9. 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’.

10. Once you submit your order you will be unable to change your order.

11. You will be sent an acknowledgement email detailing your order, and a further despatch order when your item(s) have been despatched.

12. We do not sell products manufactured in Kingdom of Saudi Arabia, Bahrain, United Arab Emirates and Israel on the website.

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 you will have to notify us of the cancellation of your order by contacting us directly by email. If your order has been shipped before we receive your cancellation, the order will be shipped to the address you previously specified. Please click here for our address and contact details.

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 you will have to notify us of the cancellation of your order by contacting us directly by email. If your order has been shipped before we receive your cancellation, please return it to us after you receive it. You can also reorder the new products you want in the meantime. Please click here for our address and contact details.

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 the ‘Cancel this order’ option has disappeared, we’ve already started to prepare your order for shipment and you will have to notify us of the cancellation of your order by contacting us directly, preferably by email. If your order has been shipped before we receive your cancellation, please return it to us after you receive it and following your cancellation. Please click here for our address and contact details.

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 details.

My delivery

Delivery Update March 2020

We are currently experiencing delays in our delivery to Qatar. We are working hard to resolve these issues and apologise for any inconvenience this may cause. We expect orders to be with customers within 10-14 days. If you do need to contact us details can be found here.

Certain delivery routes may be temporarily unavailable. All options available will be shown at the point of checkout.

Certain stores are currently not available for Click & Collect orders. Please check the onsite store locator for further details.

What are your delivery options?

We offer FREE express delivery to select M&S click and collect stores and FREE express delivery to home, for orders over QAR 250. All Cash on delivery orders will incur an additional payment charge.

EXPRESS DELIVERY: 10-14 working days
Free for orders above QAR 250, otherwise a delivery charge of QAR 40 is applied to your order.

CASH ON DELIVERY: 10-14 working days
A payment charge of QAR 25 is applied to your order.

FREE DELIVERY TO STORE: This delivery option is not currently available.
To locate the click and collect stores, please visit our store finder:.

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

No, the amount paid by you is fully inclusive of delivery to the specified delivery address and all duties, taxes and customs clearance fees. We send orders to Qatar as Delivered Duty Paid (DDP).

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.

How do I track my order?

You can track track all Express Delivery orders via the official Aramex App using your unique parcel tracking number. Download the App from the Apple App Store or Google Play to track your delivery, monitor shipment progress and manage your account, address and delivery details.

Stores

M&S stores in Qatar are run by our franchise partner, Al-Futtaim Sons Company LLC.

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.marksandspencer.com/qa) 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.