How can I return items?

Most returnable items ordered online, by phone or in store can be taken to our stores or posted back to us. Your parcel summary document is your receipt. Please provide a copy as proof of purchase.

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 in store order desk. Anything bought in a store should be returned to a store.

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: http://track2.royalmail.com.

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 cost (£50).

 

Returning International orders

Click here to link to guidance on international returns

 

Returning M&S Outlet Online orders

M&S are unable to process any returns directly or offer returns or refunds in our M&S Outlet or M&S stores for Outlet items bought online. To return an item, please indicate the reason for return on the parcel summary and return this with your parcel. Once we receive the item back, we will process your refund, usually within 3-5 working days. If your return is due to our error, we will also pay the cost of returning the item to us and this will be included in your refund.

 

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 www.collectplus.co.uk. Or text COLLECT and your postcode to 84555. (Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be found at www.collectplus.co.uk/smsterms.)

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.
• Contact our customer services and we will email you a Collect+ label.
• Visit www.collectplus.co.uk and print a 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.

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