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Returns and Refunds
What is the returns, exchange and refunds policy?
Our returns, exchange and refunds policy differ. Please click this link to find more information
How can I return items?
To return items bought in store please return item(s) to any Marks & Spencer store within the same country of purchase, accompanied by a receipt. If you paid by card ensure you take your payment card for a full refund.
There are three methods to return items bought online:
  • Return item(s) to any Marks & Spencer store within the same country of purchase, along with your delivery note and your payment card for a full refund.
  • Return item(s) through collection by contacting our customer service team. Please note that a returns fee, if applicable will be charged.
  • To exchanges your item(s) please contact our customer service team.
Which products are excluded from the refunds policy?
Due to reasons of hygiene pierced earrings, silicon pads for bras, stick-on bras, perfumes, cosmetics, toiletries and all food items cannot be refunded, unless products have a manufacturing defects.
How long do I have to return an item?
You have 35 days to return an item for purchases made in the UAE, Oman, Qatar, Bahrain, Kuwait and Lebanon.
If you made your purchase in Egypt you have 14 days to return an item.
I have exceeded the limit for a full refund - what can I do?
Bought In Store
If you miss this date, your receipt will no longer be valid and we'll give you a credit receipt for the item's last known selling price unless it's faulty.
If your item has gone into the sale since you bought it and don't have a valid receipt, you'll be given a credit receipt for the sale price. This does not affect your legal rights.
Bought Online
The parcel summary document that came with your order is your proof of purchase and will show a dispatch date - the last return date is 35 days from this date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders).
If you miss this date then items can only be exchanged in store. If you return an item with an expired parcel summary document via post, it will be returned to the sender.
There is a problem with the quality of my purchase. What do I do?
We’re sorry there was a problem with the quality of one of our products and we’d like to help you resolve the problem quickly. We have a few different ways you can return items to us which are detailed below.
  • Non-perishable item bought in store - Please return the item to your nearest Marks and Spencer store with the receipt and they will be happy to help you further.
  • Perishable Item Bought In Store - please return the item to a Marks & Spencer store with your receipt.
  • Perishable Item Bought Online e.g. food hampers - Please click here to contact us
  • Non-perishable item bought online – You can return to a Marks & Spencer’s store within the country you purchased the item from. Click here to find out how to return to us.
  • Broken/Smashed Items: If your product arrived smashed, please don't try to return it - just click here to contact us to discuss what to do next.
There are some items that are excluded from our returns policy – click here for more information.
Can I return underwear or lingerie purchased online or in store
Generally you can only return underwear and lingerie if the product packaging hasn't been damaged or the hygiene seal hasn't been removed. If the item is not packaged, you may still return it aslong as the tags and hanger (if applicable) are still intact.
What is the credit receipt policy?
Credit receipts are valid for 12 months from the date they’re issued - the expiry date is clearly printed on the receipt. Please be careful with your credit receipt, we can’t replace or extend it if it’s lost, damaged or expired.
Please note: credit receipts can only be used in store.
Can I return swimwear?
Swimwear can be returned under the returns policy as long as any hygiene seals are still intact.
What documents do I need for returns or refund?
You will need the original receipt (bill or invoice), gift receipt or delivery note, as well as valid photographic identification for all returns.
If you are not able to provide the delivery note or proof of purchase then a store credit note or store gift card will be issued at the current or last selling price.
How does the Refunds & Returns policy apply to promotional products and bundle deals?
When returning a product that included any free or discounted products these must be returned at the same time for a refund to take place. We won’t be able to offer a refund on part of a promotional bundle (i.e. a product purchased with another pre-specified product for a discount). So, if you would like to return a product purchased as part of a promotional bundle please be sure to return the whole bundle.
What should I do if my order arrives damaged, defective or if the wrong product was shipped?
If you notice any visible damage to the product upon delivery, then refuse the delivery and email or call our Customer Service Team. If any damage is identified post-delivery, we suggest that you immediately return such products to your nearest Marks & Spencer store. If you prefer for us to collect the product, please call our Customer Service Team.