My account and orders

Ordering and Delivery

Delivery

How much is my delivery charge and what options are available?

Free standard delivery when you spend €75 or more online at marksandspencer.eu

Is International delivery available?

No. Orders placed through marksandspencer.eu can only be delivered to countries covered by our .eu site, currently Germany, Austria, Netherlands, Belgium, Spain and Luxembourg. If you would like to deliver to France, please use our French website at www.marksandspencer.fr. For deliveries to Ireland, you can use our Ireland website at www.marksandspencer.ie. If you would like to place orders for deliveries any of the other countries, please visit www.marksandspencer.com where we deliver to more than 40 other countries.

Are there weight restrictions on deliveries that will affect the delivery charge?

No, your delivery charge will not change according to the weight of your order. To see the delivery charges, click here

Do I need to be at home to receive my order?

The delivery drivers can deliver your order when you are not at home. However, sometimes this might not be possible e.g. if the parcel is too large to fit through your letterbox.
If your parcel can’t be left with a neighbour, it will be taken to a local post office or your nearest delivery depot. If this happens, the delivery driver will leave a card at your home to let you know where your order is and how you can collect it.

I've placed an order for delivery to a location in another country. What language will the order's parcel documents be written in?

The parcel summary documents will match the language you used to browse our website.

What happens if my order gets lost in the post?

If you believe your parcel has been lost in the post, please contact our Customer Services team as soon as possible using these contact details. We will then investigate what has happened to your parcel.

Why is my order incomplete?

This could be because an item you’ve ordered has sold out before it could be sent to you. If any of the items in your order have sold out, we will have informed you of this by email. Your order may also arrive in multiple parcels. Please allow some extra time for the next parcel to arrive. If something is missing and you haven’t heard from us, please let us know so we can look into this further.

Click here to view our contact details.

How can I track my order?

We use a number of trusted carriers to deliver our parcels.
All customers can view the details and status of their orders online to see if their order has been confirmed, is in the progress of being prepared or despatched .
For registered customers this information is available by logging into 'My Account'
For non registered customer please click here - you will need your order number and the email address used to place the order.
You will receive an email when your items have been despatched with an update as to when you will receive your order.
We are no longer able to provide more detailed delivery tracking via our carrier sites for the majority of our deliveries.

When can I expect to receive my delivery?

You should receive your delivery within seven working days of placing your order.

Can I leave special instructions for my delivery?

Yes. If you want to let us know anything to help with the delivery of your items, please write it in our ‘Delivery instructions’ box when you enter your delivery address at the checkout. Please note that once you have completed the check out process you won’t be able to add any special instructions so it is important to include them when placing the order.

Will the snowy weather affect delivery of my order?

Some customers may find their deliveries are delayed as a result of the current adverse weather conditions in Europe. We're working hard to fulfil all orders as quickly as possible and will endeavour to get your items to you as soon as we can.

I have tried to track my order but there is no information on the delivery courier’s site. What should I do?

The tracking information for your order will start to appear on our courier’s website the day after we send it to you. If you have only recently received an email from us to say we’ve despatched your order, please try again tomorrow.

Do you deliver to the Canaries, Ceuta or Melilla?

We are sorry but we don’t deliver to Ceuta or Melilla. However, we do deliver to the Canary Islands but only to those islands which do not have an M&S store such as La Palma, El Hierro , La Gomera and Lanzarote. Please be aware that all imports to the Canary Islands are subject to the indirect general tax of the Canary Islands (IGIC) levied by the tax authorities (approximately 30% of the order total), which will be payable upon the arrival of the parcel in the Canary Islands. If the tax is not paid the order will not be delivered but will be returned to Marks and Spencer and all the costs will be refunded once the parcel is received into our UK warehouse.. If you would like to find the nearest store, please click on the following

Payment and Offers

Offers and Promotions

I’ve noticed the item I want is part of a special offer. Where can I find out more about this offer?

There is a link to the terms and conditions for the offer on the product page. Click ‘More details’ for further information about how to take advantage of the offer or discount.

How do I apply a promotional code to my order?

  • Go to your shopping basket.
  • Type the promotional code into the ‘Enter promotion code’ and click ‘Apply’.
  • Your discount should appear in the order summary box and the estimated total should change.

Why is my promotional code not working?

If your promotion code is valid, it should appear as a discount in the order summary in your shopping basket. To check your basket, please click on ‘My Basket’ at the top right corner of the homepage.

If your promotional discount isn’t showing, please follow these steps:

  • Our promotional codes have expiry dates, so ensure it has not expired.
  • Read the terms and conditions for the promotion code. The products you want might not be eligible and some codes or offers can’t be used with others.
  • Check you’ve entered the code correctly, ensuring there are no empty spaces.
    Check if the code has any capitals and double-check O vs 0, l vs I etc. If you can, copy and paste it into the ‘Enter promotion code’ box.

If you’re still unsure why your code isn’t working, please contact us. Click here for our contact details.

Payment

What payment methods do you accept?

We accept major credit/debit cards (Visa, Mastercard, American Express, JCB), Paypal and PoliNZ (real time bank transfer from New Zealand Post). We will not charge you foreign transaction fees on payments made via New Zealand cards.

What currencies do you accept?

We offer a broad choice of currencies, including NZD, AUD, GBP, USD, CAD and HKD. You can choose your preferred currency via the drop down menu on the website.

Can I pay using a gift card?

We currently do not accept payment by gift cards on this website. We will look to offer this in the future. Please note that any giftcards issued for our UK website, marksandspencer.com, will not apply on this website.

Is it safe to enter my payment details online?

We take security seriously and offer safe, reliable payment methods. If you are paying by debit or credit card your payment details are automatically encrypted when you enter them. When paying by bank transfer you will be making the payment in the secure environment of your bank’s online systems.

When will you take payment for my order?

If you used your debit or credit card, payment will be authorised when you submit your order. We won’t take the funds from your card until we’re about to prepare your order for shipment, which is normally within 24-48 hours of placing your order.

How can I get a VAT receipt for my order?

If you would like a VAT receipt for your order, please contact our Customer Services team, who will be able to help you further.
Please click here for our contact details.

How will my transaction show on my statement?

For payments by card: Your transaction will appear as ‘GE/Marks and Spencer’ on your card or bank statement.

Returns & Refunds

Returns and Refunds Policy

What is your refund and returns policy?

Marks and Spencer operate two refund and return policies. One is specified by law under which you have a right to cancel and return products anytime within seven working days after the day on which you received the products. If you order a service you can cancel your order within seven working days from the date on which Marks and Spencer Ireland Limited begin to supply the services to you.

Marks and Spencer Ireland Limited also offer you a Goodwill Refund Policy in addition to the above legal rights. Under our Goodwill Refund Policy you can return, refund or exchange clothing, bedding, towels and soft furnishings provided they are returned in a re-saleable condition. All products must be returned with the returns slip from your parcel summary within 35 days of purchase.

Please note we can’t accept goodwill refunds for toiletries, cosmetics, bra accessories, earrings for pierced ears, gift vouchers, or opened bedding. These items can only be refunded or exchanged in accordance with your legal rights. For goodwill returns, refund will be made within 30 days from the date on which Marks and Spencer Ireland Limited receive your products. This differs from the time within which you will receive a refund due under the EU Directive 97/7/EC.

For full details of our refund policy, click here. For information on how to return an item to us, click here

How can I contact you?

By email: click here.

By telephone: 0800 73161 (or on 0333 014 8430 ** from UK) – Open 08:00 to 20:00 Mon-Fri and 9:00 to 17:00 Sat By post:
M&S International Customer Services
PO Box 3081
St. James House Moon Street
Bristol, BS2 2DB
ENGLAND For information on how to return items please click here
The registered address of Marks and Spencer Ireland is:
24-29 Mary Street
Dublin1
Ireland

The registered address of Marks and Spencer plc is:
Marks & Spencer
Waterside House
35 North Wharf Road
London W2 1NW
United Kingdom *Toll free number when dialled from a land line
**Calls are charged at local rate from a land line.

When do I receive a refund?

If you cancel your item under EU Directive 97/7/EC (i.e. anytime within fourteen working days after the day on which you received the products, or within seven working days from the date on which the supply of services begins), you will receive a refund within 30 days of you notifying us that you want to cancel your order.

If you cancel and return your item under the Marks and Spencer Goodwill Refund Policy, refunds will be made within 30 days from the date on which Marks and Spencer Ireland Limited receive your products.

My order is damaged. What should I do?

Please contact our Customer Services team so we can advise you on the next step to take. Please click here to find our contact details.

How do I return an unwanted item to you for a refund?

Please post any unwanted purchases (including the return slips from the parcel summary documents), free of charge, as soon as reasonably possible, to us at the following address:
Aramex
Mönchhofallee 13
65451 Kelsterbach

There will a free returns label in your parcel, please put this on your return parcel. If you do not have a returns label please call our customer service team on 08001820280 and we will be able to send you another label. When we’ve received your parcel, we’ll return it to the delivery warehouse in the UK. You will then receive an email to inform you your refund has been issued.

Our Products & Size guides

About Marks And Spencer

Careers

International Store Roles

From Malta to Moscow, Tenerife to Tallinn, you can count on Marks & Spencer being there. Outside of the UK we have nearly 250 European stores – and that number’s growing fast.

In 2011/12 we made great strides in central and eastern Europe, opening more than 25 stores across Poland, the Czech Republic, Turkey, Russia and Ukraine. And we’re always looking for ways to take the unique Marks & Spencer brand to even more people across the continent.

What’s the secret? Well, there isn’t one. It’s simply offering cutting-edge fashion that makes our customers look great – and industry-leading service that makes them feel great. And if you’ve got all the skills and all the enthusiasm to play your part, there’s never been a better time to join us.

For the latest opportunities please click here

Contact us

How can I contact you?

By email: click here.

By telephone: 0800 73161 (or on 0333 014 8430** from UK) – Open 08:00 to 20:00 Mon-Fri and 9:00 to 17:00 Sat

By post:
M&S International Customer Services
PO Box 3081
St. James House Moon Street
Bristol, BS2 2DB
ENGLAND

For infomation on how to return items please click here

The registered address of Marks and Spencer Ireland is:
24-29 Mary Street
Dublin1
Ireland

The registered address of Marks and Spencer Plc is:
Marks & Spencer
Waterside House
35 North Wharf Road
London W2 1NW

*Toll free number when dialed from a land line
**Calls are charged at local rate from a land line.

Stores

Technical Information

Delivery

How much is my delivery charge and what options are available?

Free standard delivery when you spend €75 or more online at marksandspencer.eu

Is International delivery available?

No. Orders placed through marksandspencer.eu can only be delivered to countries covered by our .eu site, currently Germany, Austria, Netherlands, Belgium, Spain and Luxembourg. If you would like to deliver to France, please use our French website at www.marksandspencer.fr. For deliveries to Ireland, you can use our Ireland website at www.marksandspencer.ie. If you would like to place orders for deliveries any of the other countries, please visit www.marksandspencer.com where we deliver to more than 40 other countries.

Are there weight restrictions on deliveries that will affect the delivery charge?

No, your delivery charge will not change according to the weight of your order. To see the delivery charges, click here

Do I need to be at home to receive my order?

The delivery drivers can deliver your order when you are not at home. However, sometimes this might not be possible e.g. if the parcel is too large to fit through your letterbox.
If your parcel can’t be left with a neighbour, it will be taken to a local post office or your nearest delivery depot. If this happens, the delivery driver will leave a card at your home to let you know where your order is and how you can collect it.

I've placed an order for delivery to a location in another country. What language will the order's parcel documents be written in?

The parcel summary documents will match the language you used to browse our website.

What happens if my order gets lost in the post?

If you believe your parcel has been lost in the post, please contact our Customer Services team as soon as possible using these contact details. We will then investigate what has happened to your parcel.

Why is my order incomplete?

This could be because an item you’ve ordered has sold out before it could be sent to you. If any of the items in your order have sold out, we will have informed you of this by email. Your order may also arrive in multiple parcels. Please allow some extra time for the next parcel to arrive. If something is missing and you haven’t heard from us, please let us know so we can look into this further.

Click here to view our contact details.

How can I track my order?

We use a number of trusted carriers to deliver our parcels.
All customers can view the details and status of their orders online to see if their order has been confirmed, is in the progress of being prepared or despatched .
For registered customers this information is available by logging into 'My Account'
For non registered customer please click here - you will need your order number and the email address used to place the order.
You will receive an email when your items have been despatched with an update as to when you will receive your order.
We are no longer able to provide more detailed delivery tracking via our carrier sites for the majority of our deliveries.

When can I expect to receive my delivery?

You should receive your delivery within seven working days of placing your order.

Can I leave special instructions for my delivery?

Yes. If you want to let us know anything to help with the delivery of your items, please write it in our ‘Delivery instructions’ box when you enter your delivery address at the checkout. Please note that once you have completed the check out process you won’t be able to add any special instructions so it is important to include them when placing the order.

Will the snowy weather affect delivery of my order?

Some customers may find their deliveries are delayed as a result of the current adverse weather conditions in Europe. We're working hard to fulfil all orders as quickly as possible and will endeavour to get your items to you as soon as we can.

I have tried to track my order but there is no information on the delivery courier’s site. What should I do?

The tracking information for your order will start to appear on our courier’s website the day after we send it to you. If you have only recently received an email from us to say we’ve despatched your order, please try again tomorrow.

Do you deliver to the Canaries, Ceuta or Melilla?

We are sorry but we don’t deliver to Ceuta or Melilla. However, we do deliver to the Canary Islands but only to those islands which do not have an M&S store such as La Palma, El Hierro , La Gomera and Lanzarote. Please be aware that all imports to the Canary Islands are subject to the indirect general tax of the Canary Islands (IGIC) levied by the tax authorities (approximately 30% of the order total), which will be payable upon the arrival of the parcel in the Canary Islands. If the tax is not paid the order will not be delivered but will be returned to Marks and Spencer and all the costs will be refunded once the parcel is received into our UK warehouse.. If you would like to find the nearest store, please click on the following

Offers and Promotions

I’ve noticed the item I want is part of a special offer. Where can I find out more about this offer?

There is a link to the terms and conditions for the offer on the product page. Click ‘More details’ for further information about how to take advantage of the offer or discount.

How do I apply a promotional code to my order?

  • Go to your shopping basket.
  • Type the promotional code into the ‘Enter promotion code’ and click ‘Apply’.
  • Your discount should appear in the order summary box and the estimated total should change.

Why is my promotional code not working?

If your promotion code is valid, it should appear as a discount in the order summary in your shopping basket. To check your basket, please click on ‘My Basket’ at the top right corner of the homepage.

If your promotional discount isn’t showing, please follow these steps:

  • Our promotional codes have expiry dates, so ensure it has not expired.
  • Read the terms and conditions for the promotion code. The products you want might not be eligible and some codes or offers can’t be used with others.
  • Check you’ve entered the code correctly, ensuring there are no empty spaces.
    Check if the code has any capitals and double-check O vs 0, l vs I etc. If you can, copy and paste it into the ‘Enter promotion code’ box.

If you’re still unsure why your code isn’t working, please contact us. Click here for our contact details.

Payment

What payment methods do you accept?

We accept major credit/debit cards (Visa, Mastercard, American Express, JCB), Paypal and PoliNZ (real time bank transfer from New Zealand Post). We will not charge you foreign transaction fees on payments made via New Zealand cards.

What currencies do you accept?

We offer a broad choice of currencies, including NZD, AUD, GBP, USD, CAD and HKD. You can choose your preferred currency via the drop down menu on the website.

Can I pay using a gift card?

We currently do not accept payment by gift cards on this website. We will look to offer this in the future. Please note that any giftcards issued for our UK website, marksandspencer.com, will not apply on this website.

Is it safe to enter my payment details online?

We take security seriously and offer safe, reliable payment methods. If you are paying by debit or credit card your payment details are automatically encrypted when you enter them. When paying by bank transfer you will be making the payment in the secure environment of your bank’s online systems.

When will you take payment for my order?

If you used your debit or credit card, payment will be authorised when you submit your order. We won’t take the funds from your card until we’re about to prepare your order for shipment, which is normally within 24-48 hours of placing your order.

How can I get a VAT receipt for my order?

If you would like a VAT receipt for your order, please contact our Customer Services team, who will be able to help you further.
Please click here for our contact details.

How will my transaction show on my statement?

For payments by card: Your transaction will appear as ‘GE/Marks and Spencer’ on your card or bank statement.

Returns and Refunds Policy

What is your refund and returns policy?

Marks and Spencer operate two refund and return policies. One is specified by law under which you have a right to cancel and return products anytime within seven working days after the day on which you received the products. If you order a service you can cancel your order within seven working days from the date on which Marks and Spencer Ireland Limited begin to supply the services to you.

Marks and Spencer Ireland Limited also offer you a Goodwill Refund Policy in addition to the above legal rights. Under our Goodwill Refund Policy you can return, refund or exchange clothing, bedding, towels and soft furnishings provided they are returned in a re-saleable condition. All products must be returned with the returns slip from your parcel summary within 35 days of purchase.

Please note we can’t accept goodwill refunds for toiletries, cosmetics, bra accessories, earrings for pierced ears, gift vouchers, or opened bedding. These items can only be refunded or exchanged in accordance with your legal rights. For goodwill returns, refund will be made within 30 days from the date on which Marks and Spencer Ireland Limited receive your products. This differs from the time within which you will receive a refund due under the EU Directive 97/7/EC.

For full details of our refund policy, click here. For information on how to return an item to us, click here

How can I contact you?

By email: click here.

By telephone: 0800 73161 (or on 0333 014 8430 ** from UK) – Open 08:00 to 20:00 Mon-Fri and 9:00 to 17:00 Sat By post:
M&S International Customer Services
PO Box 3081
St. James House Moon Street
Bristol, BS2 2DB
ENGLAND For information on how to return items please click here
The registered address of Marks and Spencer Ireland is:
24-29 Mary Street
Dublin1
Ireland

The registered address of Marks and Spencer plc is:
Marks & Spencer
Waterside House
35 North Wharf Road
London W2 1NW
United Kingdom *Toll free number when dialled from a land line
**Calls are charged at local rate from a land line.

When do I receive a refund?

If you cancel your item under EU Directive 97/7/EC (i.e. anytime within fourteen working days after the day on which you received the products, or within seven working days from the date on which the supply of services begins), you will receive a refund within 30 days of you notifying us that you want to cancel your order.

If you cancel and return your item under the Marks and Spencer Goodwill Refund Policy, refunds will be made within 30 days from the date on which Marks and Spencer Ireland Limited receive your products.

My order is damaged. What should I do?

Please contact our Customer Services team so we can advise you on the next step to take. Please click here to find our contact details.

How do I return an unwanted item to you for a refund?

Please post any unwanted purchases (including the return slips from the parcel summary documents), free of charge, as soon as reasonably possible, to us at the following address:
Aramex
Mönchhofallee 13
65451 Kelsterbach

There will a free returns label in your parcel, please put this on your return parcel. If you do not have a returns label please call our customer service team on 08001820280 and we will be able to send you another label. When we’ve received your parcel, we’ll return it to the delivery warehouse in the UK. You will then receive an email to inform you your refund has been issued.

Careers

International Store Roles

From Malta to Moscow, Tenerife to Tallinn, you can count on Marks & Spencer being there. Outside of the UK we have nearly 250 European stores – and that number’s growing fast.

In 2011/12 we made great strides in central and eastern Europe, opening more than 25 stores across Poland, the Czech Republic, Turkey, Russia and Ukraine. And we’re always looking for ways to take the unique Marks & Spencer brand to even more people across the continent.

What’s the secret? Well, there isn’t one. It’s simply offering cutting-edge fashion that makes our customers look great – and industry-leading service that makes them feel great. And if you’ve got all the skills and all the enthusiasm to play your part, there’s never been a better time to join us.

For the latest opportunities please click here

Contact us

How can I contact you?

By email: click here.

By telephone: 0800 73161 (or on 0333 014 8430** from UK) – Open 08:00 to 20:00 Mon-Fri and 9:00 to 17:00 Sat

By post:
M&S International Customer Services
PO Box 3081
St. James House Moon Street
Bristol, BS2 2DB
ENGLAND

For infomation on how to return items please click here

The registered address of Marks and Spencer Ireland is:
24-29 Mary Street
Dublin1
Ireland

The registered address of Marks and Spencer Plc is:
Marks & Spencer
Waterside House
35 North Wharf Road
London W2 1NW

*Toll free number when dialed from a land line
**Calls are charged at local rate from a land line.