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. 

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 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.

There are a number of methods to return items bought online. 

Return items to any UK store (excluding Simply Food or Outlet stores). 

Return items from within the UK using the returns address label supplied with your order by:

  • Post from UK addresses for parcels under 5kg in weight and 61cm x 46cm x 46cm in size; or
  • Sending the parcel through your nearest Collect+ local store for parcels under 10kg in weight and 50cm x 30cm x 30cm in size. 

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

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.

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.

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

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), 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 mattress protectors 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 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).

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