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How long do I have to return an item?

You have 35 days to return an item for exchange or a full refund, excluding sale items. You need to provide a valid receipt or parcel summary document.

Sale policy

For sale items purchased via our Website, we will be happy to either refund or exchange an item if you change your mind within 14 days of receipt. Our refund or exchange policy for sale items purchased in store may differ and this will be made clear to you at the time of purchase.

Our “goodwill” refund policy does not affect your statutory rights under the Regulations or other consumer legislation.

Exclusions from the goodwill policy

The following items are excluded from our "goodwill" returns policy:

Gift cards, beauty*, food, food gifts, Food to Order, Lunch to You, earrings*, wine, hampers, duvets*, pillows*, mattress protectors*, bra accessories*, made to measure orders, flowers, plants, fruit baskets, lingerie (not including bras), swimwear*, toiletries*, furniture, non-M&S branded toys and gifts*, Non-M&S branded luggage*, kitchen electrical goods and  personalised items and any products with a seal, where the seal is broken. These products can only be returned in accordance with your statutory rights (for example, if they are not fit for purpose or not as described).

Some of these items may have their own terms and conditions which will be provided to you at the time of purchase.

*Please note that 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.

Fine jewellery, wedding and bridesmaid dresses, maternity clothing and adult fancy dress costumes can only be returned by post. Please return these with their hangers, protective coverings, carriers and wherever possible, in the original outer packaging.

Earrings purchased in store are only refundable if faulty. If you purchased earrings online, you have 14 days from the receipt of purchase to return them, providing that packaging is not damaged. 

If you’d like to speak to us about your food, wine, flowers, plants, technology or a Made to Measure items, please contact us (lines open 8am-7pm every day).

To speak to us about furniture items, please find our furniture customer services number on our contact us page (lines open 8am-9pm Monday to Friday and 8am-5pm Saturday and Sunday).

If you are unhappy with the quality of your product then please contact us.

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