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What are my cancellation rights under the Consumer Rights Directive?

Under the Consumer Rights Directive 2011/83 as implemented in the applicable EU member state (the “CRD”), 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 notify us of your cancellation.

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.

This statutory right is separate from our goodwill policy.


The CRD does not apply to flowers and plants, made to measure curtains and blinds, chilled hampers, items that contain fresh or perishable food or to any items with a hygiene seal where the hygiene seal has been removed, broken or tampered with. In addition, the cancellation rights do not apply to goods or services purchased in store.

How do I cancel my order under the CRD?

To cancel your order, you must let us know in writing, which you can do by filling in the parcel summary when you return your order.

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 (currently a charge of £50 (€75 for ROI) for furniture (except next day delivery (T84) items). Please see the parcel summary that comes with your order for more details.


You must return the goods to an M&S store in the UK (including Simply Food and Outlet stores but excluding Franchise stores (BP, Moto, airports, hospitals and train stations)) or the following Specified Returns Address: 

PO Box 672

Republic of Ireland

You must return the goods to an M&S store in the Republic of Ireland or the following Specified Returns Address:

Marks and Spencer Returns
Co Dublin

Refunds for orders cancelled under the CRD will be processed in accordance with your statutory rights.

This is not intended to be a full statement of your rights under the CRD. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office.

This policy does not affect your statutory rights under the CRD or other legislation. Full details of how to exercise your rights are set out in the order confirmation email. Please also see our Terms and Conditions for full details.

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