Returns, refunds and repairs

We’ve extended our usual limit for returns. Any purchases made online or in store (except Sale items) between 10 October and 24 December 2024 can be returned as late as 26 January 2025. For purchases made from 25 December 2024 onwards, our normal refund policy will apply.

If you purchased school uniform between 27 June – 8 September, you’ll have 100 days (from the date of purchase) to return any item(s). School uniform purchases made from 9 September will have the standard 35 days for return.

The 100-day extended refund policy does not include footwear, underwear, tights, accessories or pre-embroidered school uniform.

Your statutory rights are not affected.

Our returns are FREE and easy. Simply follow these steps:​

1. Go to ‘Orders & returns’ in your account. Find your order and click ‘Return item(s)’
2. You can see how many days you have left to return your items and give your reason for return. These reasons help us to improve our designs and create the best possible products for you
3. Select your preferred return method. Returning directly to one of our clothing and homeware stores is the fastest way to get your refund
4. Once your return barcode is created, you can start your return based on the method you selected
5. Track the journey of your returned item, and find out when to expect your refund, from your M&S account
6. Please note: for instructions on how to return a WatchShop or Asiatic rug purchase, please refer to our product & brands information page
7. For Evri/Royal Mail returns, you can go to any Evri/Royal Mail drop-off point, even if it wasn't the one you originally selected when you completed your returns request. Your return will still be accepted at an alternative drop-off point, and you don’t need to inform us of the change.

If you change your mind and decide that you don’t want to return an item to us, that’s no problem at all. No action is required and there’s no need to cancel the return request; simply keep the item and our systems will adjust automatically.

Our standard returns policy is 35 days. This applies to both online and in-store purchases, except Sale items. You have 14 days to return Sale items bought online, unless otherwise stated; exclusions apply.

You have 14 days to notify us if you want to return sale items bought online. Go to your Account page and select the items you’d like to return.

You then have a further 14 days (from the day you notify us) to return your items via your chosen method.

Please note we do not accept returns outside of the dates stated in our returns policy, above.

If all the items in your basket are Sale items and you opt to collect them from a store, in most cases you will not be able to return by post. You can, however, return these to any store free of charge.

Clothing or homeware items bought at our main clothing and home stores can only be returned at our main clothing and home stores. Outlet items bought in our Outlet stores, can also only be returned to our outlet stores. This means that they also cannot be returned at Simply Food stores, M&S Food stores or via post.

All returns should be made in their original condition – by this, we mean:

• Item(s) should be in an unworn and unused condition

• Multi-pack items must all be returned together

• 3 for 2 items can be returned individually but will be refunded based on the promotional price paid

• If the original purchase contained a free item, this item must also be returned

• Items with hygiene seals must be returned with the seals intact (swimwear, underwear, duvets, etc)

• Beauty products must be returned with their tamper seals intact

The full list of products excluded from our returns policy can be found here

Returns that are incomplete, unsaleable or do not meet these conditions may be rejected, with all or part of the original price paid withheld. Our teams will assess each return based on the above criteria to determine the suitable deductions, before refunding you the balance via an e-gift card as a goodwill gesture. Your statutory rights aren’t affected.

Items we’re unable to resell will be donated to our charity partner, Oxfam. You can find out more about our ongoing partnership here

If you paid a delivery fee and return your order via our postal or collect from home service, we’ll refund the standard delivery charge (£3.99) only, in addition to your item refund. This applies if you paid for nominated-day delivery too.Our delivery-fee refund is only applicable if everything within the order has been returned within 14 days of receiving your order.

Face coverings, Beauty products*, bra accessories*, duvets*, earrings*, flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift cards, hampers, made-to-measure and personalised items, mattress protectors*, pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine, non-branded toys and gifts*, non-branded luggage plus kitchen electrical goods and any products with a seal, where the seal is broken. These products can only be returned in accordance with your statutory rights. Some of these items may have their own terms and conditions which will be provided at the time of purchase.

*These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.

Underwear and lingerie

You can return underwear and lingerie, so long as the product packaging hasn’t been damaged. If the item is not packaged, you can still return it, so long as the tags and hanger (if applicable) are still intact.

Swimwear

You can return swimwear, so long as any hygiene seals are still intact.

Gifts

You can return gifts, but the refund will be processed back to the original payment method if you return via Post. All online gift orders will receive paper parcel summary which can be sent back with your return. If you have a gift receipt or want a credit receipt, you’ll need to return it to one of our UK stores (excluding Outlet, Simply Food, BP and Moto service station, hospital, airport or train station stores). Our goodwill returns policy does not affect your statutory rights.

Exceptions

Fine jewellery, wedding and bridesmaid dresses, adult's fancy dress costumes, maternity clothing, and any other products as notified at the time, can only be returned by post. Please return these in or with the original outer packaging.

This is in addition to your statutory rights

You can return items bought as a guest by using our guest tracking and returns portal. We’ll just need your name and order number.

• Show the barcode and the card you paid with​
• Return processed the same day
• We’ll refund the card you paid with
• Find your nearest store here

Evri

• Show the QR code at your local Evri Parcelshop (not currently in Northern Ireland)​
• Affix the label they print for you and hand to the assistant
• Keep the tracking receipt they give you
• Return processed within 7 days and we’ll refund the card you paid with​
• Max weight 15kg, max length 120cm

Royal Mail

• Show the QR code at your local Post Office
• Affix the label they print for you and hand to the assistant
• Keep the tracking receipt they give you
• Return processed within 7 days and we’ll refund the card you paid with
• Max weight 20kg, max dimensions 61 x 46 x 46cm
• Due to strike action, returns sent through Royal Mail are subject to delays.

However, please note, if all the products in your basket are Sale items and you opt to collect them from a store, in most cases you will not be able to return them by post. You can, however, return Sale purchases to any store, completely free of charge.

Evri

• Select the option on My Account
• Book a convenient time on the Evri website
• Print out the label at home and affix to the package in advance​
• Keep the tracking receipt they give you​
• Return processed within 7 days and we’ll refund the card you paid with​
• Max weight 30kg, max length 300cm
• Not currently available in Northern Ireland

Our standard returns policy is 35 days. This applies to both online and in-store purchases, except sale items. You have 14 days to return sale items bought online, unless otherwise stated; exclusions apply.

Please note we do not accept returns outside of the dates stated in our returns policy above.

All products returned must, when we receive them, be in their original resaleable condition. Items must be returned in the same state as they were delivered (e.g. unassembled).

Furniture cannot be returned to any of our M&S stores.

For more information on how to report a damaged or faulty item, please click here

If you need to return an item, please follow the steps below:

• Go to ‘Orders & Returns’ in your account. Find your order and click ‘Return item(s)’
• You can see how many days you have left to return your items and give your reason for return. These reasons help us to improve our designs and create the best possible products for you
• Book a time slot for your home collection
• On collection day, Parcelforce will arrive with the returns label and affix this to the package
• Keep the tracking receipt they give you as proof
• To track the journey of your returned item, go to ‘Track and View Return’ in your account
• Returns will be processed within 7 days of being received at the warehouse, and we’ll refund the card you paid with

You can process additional returns for items within your order by going to ‘Orders & returns’ in your account. As long as you can identify your order number, you can still process a return for outstanding items in your order, either to store or via post with our carriers. To do this, follow the steps found in the "how do I make a return"

You can still return your order in store. Just make a note of your order number – this can be found on your digital order summary, your Order Confirmation and Ready to Collect emails and in in your M&S account. Take this and your items to your nearest store where one of our colleagues will be able to help you.

If you prefer to return by post, follow the return steps listed above.

Our standard returns policy for anything you buy from us is 35 days. This applies to both online and in-store purchases. The exception is Sale items, where returns have to be made within 14 days of purchase.

We encourage you to reuse old packaging or anything appropriate you may have at home to pack your order in, just make sure it's secure and that you can stick a label onto it. If you're returning in a Clothing & Home store, you won't need your packaging. Simply bring the items back along your order number, which you can find by going to My Account and looking under Orders & Returns.

For fuss-free returns, you can use our self service returns kiosk. It’s is a quick, convenient way to start your refund process.

Step 1: log your return in your M&S account. When you select the store you want to return to, you’ll receive a returns barcode.

Step 2: take your parcel to the kiosk in store and scan the barcode using the digital screen.

Step 3: your returns sticker will be printed. Stick it on your parcel and place your return in the convenient drop-off box.

Step 4: press the ‘confirm return’ button on the screen before leaving, to ensure you are sent tracking and progress updates.

You’ll receive an email confirming your return.

Our standard policy is 35 days from purchase​ and applies to online and in-store purchases. If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we'll offer a full refund. Your items don’t need to be in the original box or bag as long as they’re securely packaged.

We cannot accept goodwill refunds for bra accessories, earrings for pierced ears, open bedding or face coverings.

Our goodwill returns policy means you can return any item (excluding sale items) bought in store or online within 35 days of when you purchased or received it.

In store International items ordered from marksandspencer.com can be returned to any UK store, excluding our Outlet, Simply Food, BP and Moto service station, hospital, airport and train station stores. You’ll need to take along your order summary. Orders placed on our dedicated international sites can be returned to their local stores (e.g. Ireland).

By post

Simply return your item(s) using your local postal service; you’ll need to pay the postage. Please complete the returns form, mark your parcel “returned goods” (or it may get held up at customs and cause your refund to be delayed) and send in the original packaging to:

Marks & Spencer Returns Dept C/O Clipper Logistics plc
Unit 1, Boughton Industrial Estate,
Boughton, Newark,
NG22 9LD
United Kingdom

These items are non-returnable by post:

Beauty products, Christmas trees, duvets, electrical goods, flowers, food, furniture, gift cards, hampers, lighting, mirrors, personalised cards, pillows, wine.

Our refunds process is now simpler than ever:​

You can track your return every step of the way in My Account, so you’ll know exactly when to expect your refund. You can see the four tracking stages below​

1. We’re expecting it: You’ll receive a confirmation email as soon as you’ve submitted your return.
2. On its way: Your parcel has been handed to the relevant team for processing.
3. We’ve got it: We’ve now received your return and it’s currently being processed.
4. You’ve been refunded: We’ve processed your return and you’ve now been refunded.

Main store returns:

Both online and in-store purchases can be returned at one of our main clothing and home stores (excluding Kingsditch Cheltenham Home Store). The refund will be issued to the original payment card, usually within 3-5 working days; gifts will be refunded by credit receipt. If you paid using an e-gift card, we will email you within 72 hours. For orders paid for by gift card we will issue a new one to your billing address within 3-5 working days. Credit receipts are valid for 12 months in UK stores only.

Returns via Simply Foods stores, Outlet stores, Royal Mail or Evri:

For returns of online orders via Royal Mail or Evri, including items paid for by Clearpay, you will receive your refund once the item(s) have been processed. This usually takes up to 10 days. You will be refunded to your original payment method. For items paid for by Clearpay, Clearpay will refund the card linked to your Clearpay account. If you paid by gift card we’ll credit that gift card, so please keep hold of it. Certain refunds may be made by cheque.

Furniture:

Our goodwill refund policy, which can be found within our General Terms and Conditions of Sale does not apply to furniture. Once your cancellation right of 14 days has expired, we will only give a refund in accordance with your legal rights, for example, if the goods are not of satisfactory quality or as described. Please see our General Terms and Conditions of Sale for further details of your legal rights

If you have returned multiple items, your refund may arrive in more than one payment.

Our goodwill refund policy does not affect your statutory rights.

If you believe your refund to be incorrect, please first check your order summary/receipt for any promotions that may have been applied, as this may explain your refunded amount. If you still believe your refund to be incorrect, contact us.

If you’ve been refunded by cheque instead of cash or back onto your card, it means you’ve paid for your order through the till in one of our stores. Our tills do not store your details, so cheque is the only method by which we can refund you. Your cheque will be sent by post for the amount paid.

Please note: despite issuing cheques when refunding customers, we no longer accept cheque as a method of payment.

We keep clothing, beauty and homeware orders for seven days after your selected collection date. If you’re unable to collect your order by the seventh day, please contact our customer service team and they will be able to extend the collection period for you. Otherwise, your order will be returned to our warehouse and a refund will be issued to your original payment method only.

As food orders are perishable, we can't keep them until the next day. If you don’t collect your food order, we are unable to give you a refund.

Credit receipts are valid for 12 months from the date they’re issued – the expiry date is clearly printed on the receipt – and can only be used in store. Please note: we can’t replace or extend lost, damaged or expired receipts.

You can return any unwanted items paid for by Clearpay in any UK store including Simply Food, M&S Food and Outlet stores (but excluding hospital, airport, train station, BP and Moto stores). You can also return items by post and via Royal Mail or Evri. Clearpay will be in touch and any outstanding payments in relation to the returned item(s) will be stopped. Clearpay will refund the card linked to your Clearpay account for the amount of any payments received in relation to the returned item(s) within 3-5 working days.

When will I get my refund?

Refunds will be processed by Clearpay 3-5 working days after we’ve received the item(s) back. Full details can be found online in your Clearpay account.

Can I exchange my item(s) with Clearpay?

While we are unable to directly offer an exchange on orders placed through Clearpay, you are able to return the item(s) for a refund and place a new order online.

How do I contact Clearpay?

You can reach Clearpay on 0808 1649707 or by visiting https://www.clearpay.co.uk. M&S is unable to answer any queries related to Clearpay payments.

VAT refunds cannot be given on international deliveries. For instore purchases only, international customers may be eligible via the Tax Free Shopping scheme for a VAT refund if they purchase the item in the UK in one of our stores and export it outside the EU themselves – please speak to one of our store colleagues for further details.

If you placed your order within the last 30 minutes, you will be able to cancel your order following the below steps. If you placed your order more than 30 minutes ago, it will depend on the dispatch status. Please follow the below steps to check if your order can be cancelled. Unfortunately, if the option to cancel is not presented to you then neither you nor customer services will be able to cancel the order.

How to cancel an order online:

1. Sign into your account.
2. Find your order in ‘Your account’.
3. Click ‘View order details’.
4. Then click on ‘Cancel order’ next to ‘’Order placed date’.
5. Confirm you wish to cancel your order. You’ll then receive a confirmation email.

Guest orders
If you placed your order as a guest, it is not possible to cancel your order yourself. Contact customer services within 30 minutes of placing your order and they will be able to cancel it for you, providing the order status is "Order placed". After 30 minutes, customer services won’t be able to cancel your order.

The following items are excluded from our goodwill returns policy:
Beauty products*, bra accessories*, duvets*, earrings*, flowers, food, food gifts, Food to Order, fruit baskets, furniture, gift cards, hampers, made-to-measure and personalised items, mattress protectors*, pillows*, plants, single-use carrier bags, swimwear*, toiletries*, wine, plus kitchen electrical goods and any products with a seal where the seal is broken. These products can only be retuned in accordance with your statutory rights.

Some of these items may have their own terms and conditions, which will be provided at the time of purchase.

*These products and electronic items can only be returned under our goodwill policy if they are unopened and have the security or hygiene seal intact.

There is a 30-minute window to cancel your order after it is placed, unfortunately after this point we are unable to cancel or amend orders.

You can cancel an item within 30 minutes of ordering it, either via your M&S account or by calling us on 0333 014 8000. We’re unable to cancel or amend your order once the 30-minute cancellation window has passed.

We may be dealing with a high volume of customer requests – please allow a little time for the email to come through to you.

We’re sorry your order has been cancelled. There are a number of reasons why your order was cancelled. Please check your cancellation email for more information.

You are able to book a repair for your clothing here through the M&S repaired by SOJO hub. You simply fill in a form, describe your item and select from a range of bespoke tailoring, alteration and repair services.

At the moment the service is only available online and not in our stores.

All M&S clothing can be repaired through the M&S repaired by SOJO hub. Items of clothing from other retailers, including our third-party brand partners can also be repaired through the service. Unfortunately, we’re currently not able to repair footwear or accessories.

We understand you’re not a tailor, and so you might not know exactly what your item might need. If SOJO’s Tailors find that the service you've booked isn't quite the right fit for your item, they will get in touch with some alternatives. You'll have the full freedom to decide whether to go ahead with these suggestions or take a different route.

No, the M&S repaired by SOJO hub is for repairs only. However, we are continuing to understand customer appetite in this space.

Repairs start from £5 and the price of the services you want is visible when booking. You don't need to send off your item to get quote.

SOJO also charge a £4.99 delivery fee which includes both pickup and delivery.

Unfortunately, M&S gift cards are not accepted on M&S repaired by SOJO.

It takes around 7 days to fulfil an order. During peak periods, turnaround times may extend beyond the 7-day period.

It is important to make sure that they are clean and properly prepared for alteration or repair. To prepare your clothes for collection, please make sure they are washed and free of any dirt or stains.

SOJO will do their best to repair the damage and return the item in the best condition possible. In the case that the damage is beyond repair SOJO will communicate this with you and discuss your options moving forwards.

No, your items will be returned in the same condition you send them in.