Shopping In-store & Online | M&S (2024)

Online shopping

You can track an order here

• I need a VAT invoice/receipt – how can I get one?

  We’re able to provide you with a VAT invoice if your order meets the following conditions:
  

  • Your order billing address and registered company address are the same
  • Your order was successful and has been delivered to you, categorised as “Despatched” or “Collected” in My Account.

  We’re not able to provide you with a VAT invoice if your order meets the following conditions:
  

  • Your order is a gift card or e-gift card (VAT is not applicable)
  • Your order has been returned entirely and fully refunded (the VAT has already been refunded)

  If your order meets these above requirements and you still need a VAT invoice, please contact Customer Services with your order number.

• How can I check my online orders?

  You’ll find a summary of all your online orders in the ‘Your Account’ section of our website. You’ll find all the details on the Home screen or just click here to go there now.

• How do I make changes to my order?

  You can make changes to your order, including cancellation or amendments to delivery date, delivery method, chosen delivery/collection address, or add a gift message, within 30 minutes of placing it and provided the order status is still displayed as ‘Order placed’. You can check the status of your order by logging into your account. If you placed your order as a guest, click here to review your order.

  Unfortunately, you cannot add or remove items once your order has been placed. If you need to do this, we advise that you cancel your order, and then place a new one with your chosen items.

  Need to return something? You can see full details on our free returns policy plus any exclusions , here

  Ordering furniture? Contact the furniture team here to check if we can make any changes to your order

• What is the cut-off time to order flowers?

  Order by 7pm weekdays and by midday at weekends for next-day delivery. Due to high demand, some products may be unavailable for next-day delivery earlier than these times. Please check our next-day delivery page, which is frequently updated with products that can be delivered the next day.

• Why haven’t I received a receipt for my online or phone order?

  Your parcel summary document, which is enclosed in your delivery, is your receipt. If you haven’t received a receipt for a furniture order, please contact our furniture customer service team on 0333 014 8111 and they will send you one.

  You can still collect your order in store without your order confirmation. Please just ensure you are able to provide the following information:

  • Your name
  • Your postcode
  • Your email address
  • Your phone number

  This also applies if someone else is picking up the order on your behalf.

• How do I order M&S groceries for home delivery?

  We have a wide selection of food and wine gifts, alcohol and cakes here. M&S Food is also available for home delivery through Ocado, including our Food to Order range. Find out more here.

• How do I order platters and cakes?

  Platters and cakes are available to order in store and online

• How far in advance can I order sandwich platters?

  You’re able to order sandwiches up to 60 days ahead of your collection date.

• Where can I use Scan & Shop?

  Scan & Shop Mobile App is available in all M&S owned food stores. Excludes M&S Simply Food Franchise stores at Service stations, Railway stations, Hospitals and Airports. In selected stores, you can also use one of our in-store Scan & Shop devices while shopping

• Do I need to have a Sparks account to use Scan & Shop?

  Yes, Scan & Shop is an exclusive feature available to Sparks customers, along with many other tailored offers, rewards and promotions that Sparks has to offer.

• What device do I need to use Scan & Shop?

  The Scan & Shop App works on devices running iOS 10 (or a later version of iOS) or Android 4.4 (or a later version of Android).

• Do I need to scan every item? (Scan & shop)

  Yes, including ‘Buy one, get one free’ items and multibuys to ensure discounts are applied and you pay the right price

• Can I use my own bags? (Scan & shop)

  Definitely, we encourage it to reduce plastic waste. As you scan items put them straight in your bag. If you do not have a bag, pick one up from a bag stand and either scan the barcode on the on bag or use add a bag function in the app.

• What is the minimum and maximum I can spend using Scan & Shop?

  If you wish to purchase age restricted items (i.e., alcohol, medicines) or you are spending over £45, you can scan as normal and then transfer your shopping basket to a till. Please scan a QR code at a dedicated Scan & Shop till and complete your transaction with no restrictions.

• Can I use vouchers and gift cards with Scan & Shop?

  No, currently we can’t accept them through the Scan & Shop App, please pay at a normal till to use these.

• How do I scan products that don’t have barcodes?

  For bakery items simply scan the barcode on the shelf ticket or type in the 3 digit code. For loose fruit and veg use the scales provided near self service tills to print a ticket and scan the barcode or type in the 3 digit code on the shelf ticket.

• What do I do if I want to remove an item I have scanned earlier in my shop or added by accident? (Scan & shop)

  You can edit items in the basket screen using the ‘+’ or ‘-‘ toggles on the item or swipe left to remove the item from your basket.

• Why is the Scan & Shop app not working for me?

  If you are struggling to connect to the app check the below tips to ensure you are good to go!

  1. Poor cellular connection - why not try and connect to the free M&S instore Wi-Fi.
  2. Location permissions - ensure you have allowed access to your location as we need to detect which store you are in while using the feature (only while using the app)
  3. Camera permissions - ensure you have allowed access to your camera to enable the device to scan product barcodes (only while using the app)
  4. Latest app version - check you are up to date with the latest version in the Apple/Google Play store

  If you are still having issues, or the issue relates to one of our in-store Scan & Shop devices, speak to one of our colleagues who will be happy to help you.

• Who are Ocado and why have M&S partnered with them?

  Ocado Retail is one of the world’s largest dedicated online grocery retailers, delivering to over 745,000 customers in the UK. The business encompasses both the Ocado.com webshop and specialist pet shop Fetch. Customers can shop an extensive range of over 55,000 products, at competitive prices and on their chosen devices, all picked, packed, and delivered with industry-leading levels of customer service.

• How do I buy M&S food on Ocado?

  Please visit Ocado.com to register as a new customer and check delivery slot availability.

• Will all M&S products be available on Ocado?

  From September 2020 our delicious, quality M&S Food has been available to Ocado customers.

  Ocado customers can be confident they can shop a bigger, better range – all with the M&S quality you can trust and great-value prices you will love. Most of your favourite M&S Food products are available, but some of our ranges, such as flowers and hampers, remain in-store only.

• Will I be able to buy M&S Flowers, Hampers & Wines from Ocado?

  Ocado will not carry M&S Flowers & Hampers – these can be purchased from Marksandspencer.com.

  Ocado will have a range of M&S Wines on their website.

• Do I need my marksandspencer.com account to purchase from Ocado?

  M&S and Ocado are different websites and so will have separate login details. Please register for an account on Ocado.com to place an order on Ocado.

• Can I order M&S Clothing and Homeware with my Ocado grocery shop?

  There is a selected range of M&S Clothing & Home products available on Ocado that can be purchased alongside your grocery shop. For specific product availability, please visit Ocado.com.

  For a full range of M&S clothing & home products, please visit marksandspencer.com.

• I can’t get a slot on Ocado for delivery, what can I do?

  Ocado does not currently deliver to the whole of the UK. However, Ocado is constantly expanding its delivery areas and may be with you soon.

  If you are within the current delivery areas, greater capacity within the network means you should be able to book a delivery slot. Visit ocado.com to register as a customer and check delivery-slot availability.

• I have a problem with the M&S food I ordered with Ocado. What can I do?

  We're really sorry to hear that you've experienced a problem with your M&S food. Unfortunately, Ocado uses a different system to us so we're unable to help on this occasion. Please speak to our colleagues at Ocado as they have all the details needed to help you resolve this.

  If you've received your Ocado order in the last 7 days you can request a product refund quickly using this link: ( https://help.ocado.com/hc/en-us/articles/360017561952-Refund-for-items-that-don-t-meet-our-quality-guarantee-or-are-damaged). We're unable to process a refund for you as our systems are separate, but the team at Ocado will have all the details to hand to help you as quickly as possible.

• I need to speak to someone about my Ocado order. Who can I speak to?

  We'd love to help you, but unfortunately Ocado uses a different system to us so we're currently unable to assist. You can contact our colleagues at Ocado here: (https://www.ocado.com/content/contact-us-175896#:~:text=To%20speak%20with%20one%20of,us%20on%200345%20656%201234) or by phoning them directly on 0345 656 1234.