Frequently Asked Questions (FAQ)
Find quick answers to the most common questions about shopping with us online.
My Order
Q: How can I track my delivery?
A: You can track your parcel directly from your ‘Order Details’ page. We will also send you email and/or SMS updates with tracking information and an estimated delivery time.
Q: What are my delivery options?
A: We offer a range of delivery options, including Standard, Next Day, and Named Day delivery. You can also choose to collect your order from one of our convenient collection points. For full details on delivery times and charges, please visit our Delivery Information page on mandcoshop.com.
Q: I need to change or cancel my order. How can I do this?
A: You can make changes to your order, including the delivery address, or cancel it entirely by accessing your account and navigating to ‘My Orders’. Please note that this is only possible if your order has not yet entered the packing or dispatch process.
Q: How do I return an item?
A: We offer a straightforward returns policy. If you are not completely satisfied, you can return items in their original condition within a set period. You can start a return through your online account on mandcoshop.com and choose to return by post or to a collection point.
Q: How long does a refund take?
A: Once we have received your returned item, processing your refund usually takes a few working days. The total time it takes for the refund to appear in your account will depend on your bank or card provider.
My Account
Q: How do I create an online account?
A: Click on the ‘Account’ icon at the top of our website and select ‘Register’. You will need to provide your name, email address, and create a password.
Q: I’ve forgotten my password. What should I do?
A: On the login page, click the ‘Forgotten your password?’ link. Enter your email address, and we will send you a secure link to create a new one.
Q: What is Sparks and how do I join?
A: Sparks is our free-to-join loyalty programme. You can earn points on your purchases, receive personalised offers, and support charities you care about. You can join via the M&S app or by visiting mandcoshop.com.
Payments, Vouchers & Promotions
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, including Visa, Mastercard, and American Express. We also accept payments via PayPal, Apple Pay, and Google Pay.
Q: My promo code isn’t working. Why?
A: Please check the terms and conditions of the promo code to ensure your order meets the criteria (e.g., minimum spend, applicable product categories). Also, check the code’s expiry date. If it still doesn’t work, please contact our Customer Service team for assistance.
Q: How can I check my Gift Card balance?
A: You can check your Gift Card balance by entering the card number and PIN on the dedicated ‘Gift Card Balance’ page on our website at mandcoshop.com.
Products & Services
Q: Do you offer assembly for furniture?
A: Yes, we offer a furniture assembly service for an additional charge. You can select this option during the checkout process when purchasing eligible furniture items.
Q: How can I get dietary or allergen information for a food product?
A: Detailed ingredient and allergen information for our food products is available on each product’s page on our website. You can also contact us for specific queries.
Q: Can I order a product that is out of stock?
A: If an item is out of stock online, you can usually sign up to receive a restock notification via email. Simply enter your email address on the product page.
Technical Support
Q: The website/app is not working correctly for me. What can I do?
A: We recommend trying the following steps: clear your browser’s cache and cookies, ensure you are using the latest version of your browser or our app, or try accessing our site from a different device. If the problem persists, please get in touch with us.
Q: I’m having trouble checking out.
A: This can often be due to your browser needing an update, an issue with your payment method, or your basket containing an item that is no longer available. We recommend checking these areas or trying a different payment method.
Still need help?
If you cannot find the answer you are looking for, our Customer Service team is ready to assist you. Please visit the Contact Us section on mandcoshop.com for all the available ways to get in touch.