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What are my cancellation rights under the Consumer Contracts Regulations (previously the Distance Selling Regulations)?

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. For example, if you receive your order on a Thursday, you have 14 days from Friday to return your order to us. To do this you must let us know in writing, which you can do by filling in the parcel summary when you return your order. Refunds for orders cancelled under the Regulations will be processed in accordance with your statutory rights.

You must take good care of the items while they are in your possession and they must be returned to us or collection arrangements must be made as soon as possible at your cost (see the parcel summary that comes with your order for more details). If we have to collect an item such as furniture from you, you will be charged the cost of collection (currently £50).

This is not intended to be a full statement of your rights under the Regulations. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office. The Regulations do not apply to flowers and plants, made to measure curtains and blinds, earrings where the hygiene seal has been removed, broken or tampered with, chilled hampers or items that contain fresh or perishable food.

If you have made a purchase through our Website or over the telephone and have paid for delivery but wish to return the full order by post or to a store you are entitled to a refund on the outbound delivery charge originally paid within 14 days of receipt of the order. Please note that the delivery charge refund will be the equivalent value of standard delivery.

Please note, if you cancel all or part of an order paid for in cash whilst in store, we will refund you by cheque. If you paid by gift card for the order whilst in store or online, we will refund back to the same gift card. See our gift card terms and conditions for more details about refunds.

If an order is not collected, we reserve the right to retain your payment to cover costs incurred by Marks & Spencer. As food orders are perishable, they are kept only until the end of the day of your collection date.

Some items, like bridesmaid dresses and maternity clothing, can only be returned by post and should be returned using the pre-paid postage label that comes with your order. See the parcel summary that comes with your order for more details.

In addition to your statutory rights, entitles you to a refund or exchange for an item bought online or in store with a valid receipt or parcel summary document within 35 days of purchase or receipt, excluding sale items.  Some items are excluded from the goodwill returns policy: this does not affect your statutory rights. Click here to view your statutory rights. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition.

This policy does not affect your statutory rights under the Regulations or other legislation. Full details of how to exercise your rights are set out in the order confirmation email.

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