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 bought online or in store with a valid receipt or parcel summary document, subject to Terms and Conditions. As it is a discretionary policy, there are some exclusions - see below.

UK Returns

Most items ordered online can be returned for FREE - click here to understand how.

Exceptions to FREE returns policy:

  • Furniture - click here.
  • Fitbit products - click here.
  • 'Your school Uniform' - click here.
  • For large items that cannot be sent in the pre-paid package, please arrange for collection by us promptly at your own cost (£50).

International Returns

Click here to find out more.

Exchange

  • If you bought your item in store, you can exchnage it in any of our UK stores (excluding Simply Food and Outlet stores).
  • If you bought your item online, we are unable to exchange it 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.

Exclusions from the 'goodwill' policy

  • Click here to find out which products are excluded from our 'goodwill' returns policy.

Refunds

 

How did you return your item?

When should I receive my refund?

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Return to a store

3-5 working days

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Return using Collect+

3-5 working days, once we have received it back

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Return via post

3-5 working days, once we have received it back

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Return through an InPost locker

3-5 working days, once we have received it back

 

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

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