(For orders placed via www.marksandspencer.com)
These furniture terms and conditions of sale ("Terms and Conditions”) apply to any order you place for made-to-order and stock product categories through www.marksandspencer.com.
1) Payment
All card/credit/voucher payments will be processed on the day you place your order.
2) Branded furniture products
All branded furniture complies with the appropriate safety standards for domestic use only; it is not intended for commercial use. Its suitability for use is clearly stated on the care instructions found with each product.
Images displayed as a guide only and may not be representative of the finished product. Fabrics are overlaid onto model images, so actual seams and pattern match may differ from what is shown.
3) Check your order.
Please check your order confirmation documents carefully and ensure that the item, style, colour, and quantity of the products stated match what you’ve ordered. If the details are incorrect or incomplete, please contact Customer Services team (0333 014 8111 for UK) as soon as possible. Please see our Contact Us page (click here for link) for more details.
4) Delivery
Delivery of your furniture will be arranged as follows:
Delivery Costs
Delivery within the UK will cost £15 per order. We reserve the right to amend or waive this charge at our sole discretion.
Delivery locations
Selected Brand Furniture, ordered via marksandspencer.com, can only be delivered within the UK mainland. We are unable to deliver furniture to certain postcodes. These postcodes can be seen on the product page in the delivery information.
Estimated delivery date:
For orders placed online, the individual product pages will specify the estimated despatch time.
Please note that all your products will be delivered in one delivery.If you order more than one furniture product, the delivery date we offer will be based on the product with the longest estimated despatch time.
Delivery booking confirmation:
As soon as we receive your order, you will receive a text, email or phone call, within 2-4 days, from our trusted supply partner or carrier to propose a specific day of delivery.
A day before and/or the day of delivery, our trusted supply partner or carrier will contact you to confirm your two-hour delivery time window. The delivery window represents the time during which we expect the vehicle to arrive with you. You may also receive a call directly from the driver to ensure you will be in closer to the arrival time.
Should you need to change your agreed delivery date once confirmation has been completed, our trusted partner will do so free of charge provided you give us at least 3 clear working days’ notice (not including the date of delivery) before your agreed date by contacting us by phone. Any changes after this point will (to take account of our reasonable costs) incur a delivery re-arrangement fee of £25 in total.
The delivery day:
Please ensure all access routes (internal and external) are clear and that there is sufficient space in the room for the delivery crew to deliver (and where applicable) unpack and assemble your furniture. Our trusted partners crew must have safe access to room of choice which must be large enough to accommodate your order.
Depending on the carrier, you may be required to sign a handheld device or paperwork to accept delivery. Where possible the carrier crew team will take a photograph of the item as evidence of delivery and condition.
5) Assembly
Some products will require unpacking and possibly some degree of self-assembly (highlighted on the product pages with). Instructions will be provided. Please unpack and check your furniture as soon as possible after delivery.
6) Delays
Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed, minimise delay and discuss revised delivery timescales. However, if the delay or failure is wholly or partly caused by circumstances beyond our reasonable control (e.g. particularly bad weather conditions), we shall be under no liability for any delay or failure to deliver your furniture. Where there is a delay or failure for such reasons, you may wish to cancel your order. See section 8 below for further information about cancelling.
7) Amendments/Cancellations
Should you need to amend or cancel your order, please contact our Customer Services team on 0333 014 8111 for UK.
If your order has been dispatched and with our trusted partner, then we will be unable to amend or cancel your order.
If your order has yet to be dispatched with our trusted partner, then we will attempt to have your order amended or cancelled. In this scenario please do not confirm a delivery date with our trusted partner until the order has been confirm amended as we cannot guarantee this order can be altered.
8) Returns (After Delivery)
Furniture cannot be returned to any of our M&S stores.
If you wish to return your order, you have 14 days to inform us, starting on the day after your products have been delivered.
If you have a problem with your new furniture delivery or need to return an item, please follow these steps:
1) Contact us on 0333 014 8111. Please see our Contact Us page (click here for link to UK) for further contact details.
2) Please retain the original packaging.
3) Our trusted partners care team will contact you to advise of next steps. Damaged or faulty items and missing parts must be reported within 30 days of receiving delivery of the order.
4) If your furniture is damaged or faulty, the remedies we will provide will depend on the circumstances of each case, but may include repair, replacement or refund, as appropriate and in accordance with your legal rights.
All products returned must, when received by us, be in their original re-saleable condition. Deductions or potential rejections from any refund may be made by M&S for any excessive handling, such as: the disposal of the product’s original packaging, or where an item has been partially/fully built.
Note that in all circumstances, you are responsible for any loss or damage to the furniture before it is received by us (except where caused by delivery) which can impact your refund claim. Our trusted partners collection crew will take photographs of the relevant products on delivery to document their condition.
Please note that our goodwill refund policy, which can be found within our General Terms and Conditions of Sale on www.marksandspencer.com. (click here for link) does not apply to furniture. Once your return right has expired, we will only give a refund in accordance with your legal rights, for example, if the goods are not of satisfactory quality or as described. Please see our General Terms and Conditions of Sale for further details of your legal rights (click here for link).
9) Furniture Warranty
Different products will have different warranty periods – please check product page for each product.
Please see below in Brands Available at M&S for specific brand information of warranty periods. Please note this will not mirror the M&S Furniture Warranty seen in Furniture T&Cs.
If you want to go down warranty route, then you will need to contact the M&S Customer Services team (0333 014 8111). Click here for link to start your claim.
Claiming on your warrantyTo make a claim, please call our Furniture Customer Services team (Contact details above). You will need to provide some or all of the following:
1) Proof of purchase;
2) A photograph of the batch label (this is a date stamp that can be found on the product); and
3) Photographs of the fault.
What does your warranty cover?
Your warranty provides a repair service should your furniture fail during the warranty period.
All repair services are provided by authorised service technicians who are appointed by M&S trusted partners.
We reserve the right to use alternative, similar materials to repair your product where the original materials are no longer available.
If we need to replace the fabric, the replacement fabric may not be exactly the same as the original fabric. We will try to find the closest available fabric, but there may be some shade variation.
If your product cannot be repaired, we will replace it with the same model or, if this is no longer available, a substitute product of an equivalent specification.
In the event that your product is repaired or replaced, the warranty will still expire on the original warranty expiration date.
What is not covered?
The warranty will not apply if:
1) Damage due to normal wear and tear.
2) The product has not been properly maintained in accordance with the care instructions, or there is evidence of product abuse, misuse or use in a non-domestic environment. This can include water or heat damage caused by not following these instructions.
3) Wood products – should be treated with good quality preserving aid. Otherwise, your claim may be invalidated.
4) The product is in an unsanitary condition. We reserve the right to refuse to collect and/or dispose of any unsanitary product.
5) The product has been exported outside of the UK (or if you are a Republic of Ireland customer, out of the Republic of Ireland).
This warranty is in addition to and does not affect your legal rights. Please see our General Terms and Conditions of Sale on www.marksandspencer.com (click here for link).
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