How can I return items?

Most returnable items ordered online, by phone or in store can be taken to our stores or sent back to us by one of the methods below. Your parcel summary document is your receipt. Please provide a copy as proof of purchase. Please note that anything bought in store should be returned to a store.

Returning items to a store

Take the item to any of our UK stores with the exception of Simply Food, Outlet stores or M&S stores at service stations, railway stations and airports.

Please note that personalised fit clothing, wedding dresses, bridesmaids' dresses, fine jewellery and adults' fancy dress costumes can only be returned to us by post. Please return them in or with their original packaging.

Returning items by post

You can only return an item by post if you ordered it online, by phone or at the in-store order desk. 

To return items by post, please use the prepaid returns label provided in your parcel. Please get a receipt from the post office as proof of postage. This receipt will contain your 13-digit Royal Mail reference code; you can use this to track your parcel via this link:

When you use our prepaid label, postage is free from UK addresses for parcels under 5kg in weight and 61cm x 46cm x 46cm in size. Any parcels that exceed the weight and size will be charged at standard Royal Mail charges if returned via the postal system.

Once your parcel has arrived at our returns centre, it will take 24 hours for us to process your refund. The refund will then show in your bank account 2 -5 days following this.

For large items that cannot be sent in the pre-paid package, please arrange for collection by us promptly at your own cost (£50).

If you have lost your parcel summary document please click here.

Collect+ logo Returning items using Collect+

You can now return an item using Collect+ which is available in over 5,000 supermarkets, newsagents and corner shops in the UK.

To find your nearest Collect+ location, visit

To return your item using this service, choose one of the following methods:

• Write your delivery reference number on the Collect+ returns label included in your parcel.

• Visit and print a label.

• Contact our customer services and we will email you a Collect+ label.

Please package your parcel up securely then stick your Collect+ label to your parcel so it covers the barcode of the original label. Also don’t forget to insert the returns slip and reasons for return in the parcel. Then take your parcel to your nearest Collect+ location. Make sure you get a returns receipt and code so you can track your parcel online.

Please note that Collect + will only be able to receive parcels that are no more than 50 x 30 x 30cm and weighs less than 10kg.

InPost logoReturning items through an InPost locker

You can now return an item using an InPost parcel locker, accessible 24 hours a day, seven days a week, 365 days a year. Find your nearest InPost parcel locker just click here.

Click here to arrange your free return online in just three simple steps. You'll be sent an email with your returns label which you'll need to print and attach to your return parcel. You must create and print one label for each parcel. 

Take your parcel to any InPost parcel locker. Please note that you'll need to make sure your parcel is smaller than 38cm x 38cm x 64cm (that's the size of a microwave) and weighs less than 15kg. 

When you're at the parcel locker, just select 'send a parcel', scan your label and place your parcel inside the locker compartment. 

Only one parcel can be placed in each compartment, but you can send a number of parcels at the same time - each locker terminal has at least 47 compartment boxes that are emptied at least once a day.

Track your parcel using this link and the tracking reference that you'll receive by SMS and/or email. 

Returning International orders

Click here to link to guidance on international returns

Was this answer useful?


For further information see terms and conditions on © 2015 Marks and Spencer plc