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. This is in addition to your legal rights. As it is a discretionary policy, there are some exclusions - please see below for more information.
Returns – You can return or exchange unwanted items within 35 days of purchase with a valid receipt or parcel summary document.
If your receipt or parcel summary document has expired or has been lost, we will offer you a credit receipt or exchange to the value of the last known selling price. Items with expired receipts and parcel summary documents cannot be sent back via post, they will returned to the sender.
For items bought online, you can return to any UK store (excluding Simply Food or Outlet stores) or you can return your item by post using the label provided.
Postage is free from UK addresses for parcels under 5kg in weight and 61cm x 46cm x 46cm in size. For large items that cannot be sent in the pre-paid package, please arrange for collection by us promptly at your cost (£50).
Please note that items must be returned in their original packaging and in a re-saleable condition.
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.
Refunds – If you return your item to store your refund should take between 3-5 working days.
If your item by post your refund can take up to 30 days to process. However if you return items under the Consumer Rights Directive CRD your refund will be processed within 14 days.
Please note, if you paid for your item with a gift card, the refund will be credited on that so please keep hold of your gift card even if you’ve spent all the money on it.
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).
For School Uniform returns information, please click here.
The following items are excluded from our "goodwill" returns policy:
Gift cards, beauty*, food, food gifts, Food to Order, earrings, wine, hampers, duvets*, pillows*, bra accessories (including straps, tape, nipple covers and silicone enhancers), 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).
Please note some of these items may have their own terms and conditions which will be provided to you at the time of purchase.
If your curtain or cushion order is made specifically for you, once payment is taken, no changes to the order or any cancellation may be made. It is therefore very important that you check your measurements prior to payment.
*Beauty, duvets and pillows can be returned under our goodwill policy if they are unopened and have the security seal intact.
M&S are unable to process any Outlet 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.
For further information see terms and conditions on marksandspencer.com. © 2015 Marks and Spencer plc