RETURNS & REFUNDS
We offer a goodwill returns & refunds policy giving our customers the flexibility of 35 days to return items
Marks & Spencer is committed to selling high quality products to ensure that you are fully satisfied with every purchase made.

We understand that sometimes you might want to exchange or return something you have bought on SALE; thus we are giving our customers within the UAE the flexibility of 14 days to return sale items. Customers shopping in store in Oman and Egypt will have 15 days to return sale items.

If applicable, we will gladly refund or exchange the product subject to the following terms and conditions:

1. All products must be returned in saleable condition, original packaging (if applicable) and with all paperwork.

2. All products must be accompanied by the original proof of purchase to ensure a full refund in the same method of purchase.

3. Where original receipts are not presented, an exchange or credit note will be issued against the current or last selling price.

Non- refundable or non-exchangeable products and services apply to the following:

1. Special order or personally customised products (example: Fitting and alteration).

2. Damaged or used products, which are no longer in sellable condition.

3. Products by reason of their nature; perishable items (food and drinks), earrings, beauty & branded beauty (including toiletries), duvets, pillows, mattress & pillow protectors, bra accessories, stick-on brans, other personal hygiene items and any product with a hygiene seal, where the seal is broken.

4. Delivery charges.

Any product purchased can be returned within 35 days of delivery or collection. Please contact our Customer Service Team.

Ensure that the product is in its original packaging, unused and in same condition you received it. Alternatively, you can return the product to your local Marks & Spencer store.

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.

What is your return period?

If you decide to return your online purchase and would like a refund, you can do so in any Marks & Spencer stores within the UAE. We offer a returns policy which gives you 35 days to return an item(s) from the date of you receiving your order, providing the item(s) are accompanied by a valid delivery note.

How does the returns process work?

You can return your products using one of the following easy return options:

Free return to the store:

1. Simply take the products to your nearest "Marks & Spencer" store along with your proof of purchase.

2. Just make sure you take a printout of your receipt or delivery note and the product you wish to return in all of the original packing materials, manuals and accessories, with a valid photographic identification: driver’s license, original passport or your Emirates ID Card.

3. Your refund will be made in the same way as the original payment method.

4. A restocking fee*, of 5% of the product value, if applicable, may be charged.

5. If you have paid by Marks & Spencer gift card, you will be given a gift card of equivalent value.

Collection of your Products:

To arrange a collection, contact our Customer Service Team.

1. On your delivery note received with your order, please fill the returns quantity against each product and select from one of the return reasons and include this slip along with the returned products.

2. A return fee of AED 20, if applicable, will be charged.

3. A restocking fee*, of 5% of the product value, if applicable, may be charged.

4. Your refund will be made in the same way as the original payment method. If you originally paid by cash, we will refund you via bank transfer and you will be required to provide us with your bank account details

*Restocking fee: If the product is not in a fully resalable condition, we reserve the right to refuse a refund or retain up to 5% of the original selling price to cover the costs that we incur in repackaging and restocking. Resalable means in pristine condition: Undamaged original packaging including all manuals, and accessories received in conjunction with your purchase and with all personal information removed.

To exchange your products contact our Customer Service Team.

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.

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.

Why does Marks & Spencer require photographic ID for returns and exchanges?

To be absolutely certain that there are no fraudulent exchanges and for better customer service, we track and verify all returns.

Egypt Returns Policy (In-store only)

Refunds or exchanges are only permitted in the same country of purchase.

Our returns policy entitles you to a refund or exchange for any item that’s bought in store, with a valid receipt, within 14 days of purchase or receipt. For a refund or exchange, items must be unused, returned in the original packaging and in a re-saleable condition.

You will be refunded in the same method you originally paid. If you do not have a receipt, an exchange or refund will not be offered.

It’s in our customer’s best interests that the following products are not refunded for hygiene reasons unless of a manufacturing defect: perishable items (food and drinks), earrings, beauty & branded beauty (including toiletries), duvets, pillows, mattress & pillow protectors, bra accessories, silicon pads for bras, stick-on bras, any other personal hygiene items and any products with a hygiene seal, where the seal is broken.

Sale Policy

We're happy to refund or exchange a sale item bought in store, within 14 days* of purchase, as long as you have a valid receipt. If you do not have a receipt, an exchange or refund will not be offered

Oman Returns Policy (In-store only)

Refunds or exchanges are only permitted in the same country of purchase.

Our returns policy entitles you to a refund or exchange for any item that’s bought in store, with a valid receipt, within 35 days of purchase or receipt. For a refund or exchange, items must be unused, returned in the original packaging and in a re-saleable condition.

You will be refunded in the same method you originally paid. If you do not have a receipt, an exchange or gift card will be offered at the current or last known selling price.

It’s in our customer’s best interests that the following products are not refunded for hygiene reasons unless of a manufacturing defect: perishable items (food and drinks), earrings, beauty & branded beauty (including toiletries), duvets, pillows, mattress & pillow protectors, bra accessories, stick-on bras, any other personal hygiene items and any products with a hygiene seal, where the seal is broken. In case of a manufacturing defect, you are entitled to a full refund or exchange.

Sale Policy

We're happy to refund or exchange a sale item bought in store, with 15 days* of purchase, as long as you have a valid receipt. If not, we'll give you the current or the last known selling price as a gift card.