What is the returns, exchange and refunds policy?

At M&S we offer a 'goodwill' returns policy which gives you 35 days to return or exchange an item with a valid receipt or parcel summary document, subject to Terms and Conditions. As it is a discretionary policy, there are some exclusions - please see below for more information. 

Returning Clothing and Homeware (including furniture that is available for Click and Collect)

You can return or exchange unwanted items within 35 days of purchase with a valid receipt or parcel summary document.If you do not have one or it has expired, please click here

There are a number of methods to return items bought online. In the UK you can: 

  • Return items to any UK M&S store (excluding Simply Food or Outlet stores). 
  • Return items by post using the returns address labels supplied with your order.
  • Return items through a Collect+ location using the returns address labels supplied with your order.
  • Return items free through any InPost locker, located in the UK.

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

Please note that you can only return an item by post or courier, if you ordered it online, by phone or in store order desk. Anything bought in a store should be returned to a store.

To find out more about how to return clothing and homeware items, please click here

To return items bought online from outside the UK, please click here.

Please note that items must be returned in their original packaging and in a re-saleable condition.

Refunds 

If you return your item to store, your refund should take between 3-5 working days.

If you return your item by post, Collect+ or InPost locker, your refund should take between 3-5 working days to process, once we have received it back. This does not affect your rights under the Consumer Rights Directive.

If you paid for your item with a gift card, the refund will be credited back on to it, so please keep hold of your gift card, even if you have spent all of the money on it. 

Exchange 

If you bought your item in store, you can exchange the item in any of our UK stores (excluding Simply Food and Outlet stores).

If you bought your item online, we are unable to exchange your item via post. You can exchange your item in any UK store (excluding Simply Food and Outlet stores). Please remember your parcel summary document as this is your receipt.

Returning Fitbit Products

Please note, the M&S goodwill refund policy does not apply to Fitbit products.

A refund or exchange for unwanted items which are in the original, unopened packaging (security seals must be intact) can be processed within 35 days of purchase with a valid receipt.Your legal rights to a refund or exchange in certain circumstances, are unaffected by the above.

The product has a 365 day guarantee, details of this can be found at https://www.fitbit.com/uk/returns.

Please retain your receipt. Returns, even if faulty, cannot be refunded or exchanged without a valid proof of purchase. If you experience any technical issues with your Fitbit product please contact Fitbit at https://www.fitbit.com and click the ‘Contact Us’ link

Returning Furniture (including furniture that is available for Click and Collect)

Refunds for furniture will only be given in accordance with your legal rights, for example if it’s not fit for purpose or as described. There is a £50 collection fee for returned furniture.

If you'd like to speak to us about your furniture, please call our furniture customer services team (you'll find the telephone number on our contact us page).

Returning Your School Uniform

For School Uniform returns information, please click here.

Exclusions from the 'goodwill' policy

At M&S we offer a 'goodwill' returns policy. This is in addition to your legal rights. As it is a discretionary policy, there are some exclusions - please see below for more information. 

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*, bra accessories. Made to measure orders, flowers, plants, fruit baskets, lingerie ( not including bras), gifts and personalised items and any products with a seal, where the seal is broken. These products can only be returned in accordance with your legal 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, beauty, filled bedding products such as duvets, pillows and electronic items can be returned under our goodwill policy if they are unopened and have the security seal intact.

Bridesmaid dresses 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.

Swimwear can be returned as long as any hygiene seals are still intact.

If you’d like to speak to us about your food, wine, flowers, plants, technology or 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).

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