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Covid-19 Information for our Customers

For over 135 years M&S, our customers, and the communities we serve, have faced challenges big and small and come through them all by supporting each other and working together.

Now, as ever, the entire M&S team – across our stores, our support centres, our warehouses and in our supply chain – is working tirelessly to deliver for our customers. We’d like to say a huge thank you to all our colleagues for their dedication, and also to you, our customers, for your loyalty and understanding during these exceptional times.

However events unfold, M&S is here to help and we have already put in place new measures to support our customers and colleagues.

欧洲杯官网投注Please keep visiting this page for the latest information.

Our stores

  • To help keep all our customers and colleagues well, our stores will have additional social distancing measures in place. Please be kind and give everyone space.

    欧洲杯官网投注Colleagues across our stores and supply chain have been provided with additional hygiene products to use and extra cleaning is taking place to keep up our excellent standards for you and our teams.

  • We fully support the Government’s efforts to protect our NHS and save lives. We have closed all our outlet stores that only sell clothing and homeware with immediate effect.

    Our standalone Simply Food stores and Foodhalls within our larger stores will be open, as we play our part in helping customers get the food they need. Within our larger stores where we sell clothing and homeware as well as food, we continue to trade Food as normal and colleagues are making the changes required elsewhere to ensure we follow the Government’s guidance.

    欧洲杯官网投注To help keep all our customers and colleagues well, our stores will have additional social distancing measures in place. Please be kind and give everyone space.

    Please be aware, our in-store cafés and opticians have also been temporarily closed. For more information on opticians closures,

  • If you need to shop for yourself, family or someone in need of extra support, you can find local opening times here

  • 欧洲杯官网投注Supporting our customers and communities during this difficult time is our number one priority. We want to make sure everyone has access to the items they need, so we are setting aside the first hour of trading on certain days for our older and vulnerable customers, and for our brilliant NHS and emergency workers.

    For older and vulnerable customers, this is on Mondays and Thursdays. For NHS and emergency workers, this is on Tuesdays and Fridays. Please visit欧洲杯官网投注 to find out the opening times of your store. Please note, this does not include franchise stores in petrol and railway stations.

    We ask our other customers to respect this request, as it’s the kindness and support we show each other that will get us through this.

    What do you mean by ‘older’ customers?

    70 and over – this is the age group that has been recognised as needing additional support by the NHS

    What do you mean by ‘vulnerable’?

    The NHS has given guidance on vulnerable categories such as those with long-term conditions, weakened immune systems and pregnant women

    We welcome any customer who feels they are in a vulnerable category to shop during the special opening hour and we kindly ask our other customers to respect this

    欧洲杯官网投注Can I shop on behalf of an older or vulnerable person during these times?

    It’s amazing that customers are helping each other and you can use the slot if needed. However, if possible, we would ask you to try and shop in other trading hours to ensure a quieter and easier shopping experience for those older and vulnerable customers who are shopping at this time

    欧洲杯官网投注We have put in a number of measures to ensure stores are well stocked throughout the day and we will continue to do this

    Can other key support workers such as carers shop during the hours for NHS and emergency services workers?

    欧洲杯官网投注We would ask if possible we try and reserve the first hour of Tuesdays and Fridays for NHS and emergency services workers

    欧洲杯官网投注However, we know we’re all in this together and we must rely on customers making the right decision on if they need this hour

    We are working hard to support all our customers including key workers in a number of ways. We have put in a range of measures to ensure stores are well stocked throughout the day

    欧洲杯官网投注Can you change the time for NHS workers as shift patterns vary?

    Our stores colleagues are working tirelessly to deliver for customers and we want to keep it as simple as possible to implement this by just using the first hour. We hope having two days will mean lots of workers can access the time slot

    Will you be checking ID on entry?

    We will ask NHS and emergency services workers to show their staff passes or other relevant ID such as a Blue Light Card

    Of course, in this unprecedented time our colleagues may not be able to always check ID and we’re relying on our customers to respect this request

    欧洲杯官网投注How are you policing this?

    欧洲杯官网投注We really hope we won’t have to police it. We’re doing our bit to feed the nation and we’re all in this together so we ask our customers to do their bit, too.

  • We’re asking customers not to scan their Sparks card at this time when paying with assistance from one of our colleagues. We’ve increased the period to add your points from 30 days to 90 days. Please email us at sparks.balance@customersupport.thet-spot.com with the following information to have your points added when you get home:

    • Sparks card number
    • Date and time of purchase as shown on your receipt
    • Amount spent in store

Order and delivery

  • Please be aware, the new cut-off for Next Day Delivery is now 8pm.

    欧洲杯官网投注Time slot delivery is now temporarily unavailable.

  • We have now introduced contact-free home delivery for all clothing, home, flowers, hampers and wine orders. This gives the option of no hand to hand contact and the driver can leave the delivery safely at your door.

    欧洲杯官网投注You do not need to take any action to enable this. Our couriers are offering this as standard.

    When the parcel has been left safe, a message will be sent from the carrier or a card will be left to advise of the leave safe location.

    When placing an order, please ensure that up to date contact details are added to your account so the carrier can keep you informed on what time and where your order will be delivered.

  • Furniture delivery lead times are significantly affected and might change, so once you’ve ordered, we’ll be in touch regarding a delivery date. Our delivery team will deliver furniture to your doorstep, but will no longer unpack and install it in your home, nor offer furniture disposal. Thanks for understanding – please practise social distancing when accepting deliveries.

Food

欧洲杯官网投注We have longstanding relationships with our farmers, growers and manufacturers and are working together to meet customer demand. Now, as ever, you can be confident that the food you buy from M&S is responsibly sourced and we are continuing to support and invest in our supplier partners to deliver trusted value every day.

Colleagues from our Clothing & Home team are joining our Food teams so we can continue to give the magic and sparkle service you rely on at M&S despite increased demand.

  • In light of the current situation caused by the coronavirus (COVID-19) outbreak, we have made the difficult decision to temporarily suspend our Food to Order service. This is to allow our suppliers to focus on delivering essential items to help us feed the nation. We thank you for your understanding during these challenging times.

    We will honour all existing orders, however if you do wish to cancel, please email your order number and reason for cancellation to foodordering@customersupport.thet-spot.com and we will arrange this for you. You should receive your refund in the next 5 to 7 days, however this may take a little longer than normal as we are currently supporting many of our customers at this time.

Wine and Hampers

Due to these unprecedent times, we are currently experiencing a high volume of orders. Our teams are working hard to re-stock our products and deliver to customers as quickly as possible. For an update on your order, please visit My Account. Thank you for your patience and understanding.

Returns

  • 欧洲杯官网投注We’ve increased the return period on anything you buy with us to 90 days. This applies to both online and in-store purchases, except in the case of sale items. We hope this helps reassure you during this difficult time.