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Frequently Asked Questions

Please find a list of Frequently Asked Questions below. Simply click on the link to find a response to your answer.

Delivery
How much does delivery cost & how long does it take?
Do Outlet stores offer ordering & collection?
Do you deliver to my area?
Do you deliver to my country?

Returns
Contact us by Phone
How can I return items?
Can I return to an M&S Outlet store?
How can I return items?
What can I return?
Will any return costs be refunded?
When will I get my refund?
What are my cancellation rights under the Consumer Rights Directive

Ordering
How do I find out more information about what I ordered?
How do I order?
Which payment methods does Amazon accept?
Where is my order?
How do I contact you?
Where is my nearest M&S Outlet store?


Delivery

How much does delivery cost and how long does it take?
There are two delivery options to select for M&S Outlet purchases, ‘Standard Delivery’ & ‘Expedited delivery‘ .

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Do Outlet stores offer ordering & collection?
We do not accept orders by phone or for collection in our Outlet stores.How to order?

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Do you deliver to my area?
M&S standard delivery applies to most UK mainland addresses excluding BFPO, Channel Islands, Northern Ireland and the Outer Hebrides.

Express delivery applies only to UK addresses but is not available for portions of Scotland, Wales, Northern Ireland, Isles (including Shetlands, Isle of Man, Channel Islands), Cornwall, Northumberland, PO Boxes and BFPO addresses. If the item isn't eligible for expedited delivery for the address you have entered, you won't see that option while placing your order. You can find a list of postcodes not eligible for expedited delivery here.

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Do you deliver to my country?
We do not currently offer international delivery. For further information on order fulfilment by M&S, please see Delivery.

How can I return items?
Unwanted orders must be returned by post and the cost of delivery is payable by the customer

You may return all items within 30 days of delivery for a full refund of the cost of the product. Refunds will only be given in accordance with your legal rights for earrings and bra accessories and any customised or sealed items, where the seal has been broken.

To return an item, please use the returns label address provided on the parcel slip and attach securely to the parcel and return by using Royal Mail. Please obtain a receipt from the Post Office as proof of postage.

We will provide your refund within 3-5 working days of receiving your returned parcel.

If you are returning your item in accordance with the Consumer Rights Directive we will process your refund within 14 days of receipt to the Specified Returns Address.

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Contact us by Phone
Orders & queries

Calling from the UK
Tel. 0333 014 8422

The phone line is available Monday to Saturday 8.00 am – 9.00 pm, Sunday 10 .00 am – 9.00 pm.

Also if you would like to keep ahead of the crowd you can follow us on Facebook or Twitter where we have regular updates on our new arrivals, special offers and discounts.

Where do I return my unwanted orders??

If you have misplaced your parcel slip, you can return your order in the following ways:
1. If your order arrives in M&S packaging, please send it to the Specified Returns Address: Unit 4, Old Parkbury Lane, Colney Street, St. Albans, AL2 2DZ.

If you have lost your packaging or are unsure of your order number, please contact customer services on 0333 014 8422
All calls are charged at low rate. Costs may vary from that quoted depending on your service provider.

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Can I return to an M&S store?
No - we cannot offer returns and refunds in our M&S Outlet and M&S stores

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How can I return items?
You can return your order in the following ways:

1. Please send all your returns to the Specified Returns Address: Unit 4, Old Parkbury Lane, Colney Street, St. Albans, AL2 2DZ.

2. If you have misplaced your parcel slip or are unsure of your order number, please contact customer services on 0333 014 8422 We will pay the cost of return delivery if your return is due to an M&S error. In this case, we will refund the cost of return delivery as part of your refund.

Please note, items purchased from M&S Outlet online cannot be returned to stores or the usual M&S return address. Refunds can only be processed if returns are sent back using the mailing label which you can find in Your Account

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What can I return?
You may return all items within 30 days of delivery for a full refund of the cost of the product. Refunds will only be given in accordance with your legal rights for earrings and bra accessories and any customised or sealed items, where the seal has been broken.

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Will any return costs be refunded?
Unwanted orders must be returned by post and the cost of delivery is payable by the customer.

If you return something because of an error on our part or because it's damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to them by refunding your return postage costs.

We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

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When will I get my refund?
We will provide your refund within 3-5 working days of receiving your returned parcel.

If you are returning your item in accordance with the Consumer Rights Directive we will process your refund within 14 days of receipt to the Specified Returns Address.

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Which payment methods does Amazon accept?

We accept the following payment types:
Credit card: Visa, Delta, Visa Electron, MasterCard, Eurocard and American Express credit cards.
Debit card: Visa, Delta, Visa Electron, MasterCard, Eurocard and American Express debit cards: UK-based only Maestro and Solo cards.
Pre-paid payment cards: Visa, MasterCard and American Express pre-paid cards.

Please note we do not accept the following:

  • Cheques or postal orders
  • Eurocheques
  • Cash in any currency
  • Book tokens
  • Purchase orders
  • International wire transfers
  • Direct debit
  • PayPal
  • M&S Budget Card
  • M&S Chargecard
  • M&S gift vouchers online.
  • M&S money loyalty points will also not be available to add to your order.
  • Some M&S offer coupons cannot be accepted online. Please check the details on the voucher to see how it can be used.

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Where is my order?
To track you order, simply log in to your account and select Track Packages.

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How do I contact you?
If you have a question about an item, an order, or something else not answered above, please contact us

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Where is my nearest M&S Outlet store?
There are 51 Outlet stores around the UK. To find directions to one of our Outlets stores or to get contact details or opening times please use our Store Finder on the Marks and Spencer.com website and enter the name or post code of the store you require.

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What are my cancellation rights under the Consumer Rights Directive
Under the Consumer Rights Directive (“CRD”), if you are contracting with us as a consumer online or by phone, you have the right to cancel your contract at any time up to 14 calendar days after the day on which you receive the goods or services you ordered. For example, if you receive your order on a Thursday, you have 14 days from Friday to return your order to us. To do this you must let us know in writing, which you can do by filling in the parcel summary when you return your order. Refunds for orders cancelled under the CRD will be processed in accordance with your legal rights.

This is not intended to be a full statement of your rights under the CRD. Full details of your rights are available from a Citizen’s Advice Bureau or a Local Authority Trading Standards Office.


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