Marks & Spencer Parcel Not Delivered or Refund Refused? UK Guide
M&S uses Evri, Royal Mail, and DPD for online delivery. The Consumer Rights Act 2015 puts liability on M&S, not the courier.
Who delivers your Marks & Spencer order?
Marks & Spencer typically uses: Evri, Royal Mail, DPD. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Marks & Spencer, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Marks & Spencer to deliver into your physical possession.
Courier guides for Marks & Spencer deliveries
The exact courier depends on the order and delivery option. Use the matching guide when your tracking names one of these services.
Marks & Spencer contact and returns
- How to contact
- M&S customer services via the contact form, phone, or chat in your M&S account.
- Returns policy summary
- M&S offers free returns to store and discounted courier returns. Check the current return window in your M&S account.
How to claim a refund from Marks & Spencer
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Marks & Spencer via M&S customer services via the contact form, phone, or chat in your M&S account. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Marks & Spencer refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Marks & Spencer delivery FAQs
Is Marks & Spencer legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Marks & Spencer) is responsible for the goods until you take physical possession. Marks & Spencer cannot redirect you to the courier because your contract is with Marks & Spencer, not the courier.
How long does Marks & Spencer have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
Does my M&S Sparks membership affect refund rights?
No. Sparks is a loyalty programme; it doesn't affect your statutory rights under the Consumer Rights Act 2015.
What if M&S says the courier confirmed delivery?
Tracking is not legal proof of delivery. Section 29 CRA 2015 requires the goods to reach you in physical possession.
Can I return faulty goods after 30 days to M&S?
Yes, but the route changes. After 30 days you have the right to repair or replacement; after that, a price reduction or final right to reject under CRA 2015.
