How do I track my order?

Please note you will not be able to track your parcel for the firsrt 4-5 days before it arrives in New Zealand. Once it reaches New Zealand post, you can track it using the link below

How can I return an item?

We offer two return methods from New Zealand; click here to learn more.

How do I create a return label?

To create a return label simply follow the link below and fill in the details required. You will then receive your return label by e-mail.

One of my items arrived damaged

If (part of) your order arrived damaged please contact our customer service team to request a refund. To receive the goods again, please place a new order online.

I have not yet received my refund for my return

Please note that M&S refunds will appear on your bank statement as Marks & Spencer - Globale. Please allow up to 28 business days to receive your refund. We process refunds in the United Kingdom. We need to transport your return from the local hub in your country to the UK. That’s why the refund handling time is slightly longer but you only pay local return costs.

My order was cancelled

If your order was cancelled before being despatched, you have not been charged. Placing an order results in a pre-authorisation of funds in your account. If your order was cancelled, the pre-authorisation will be voided and the funds will be released back into your account automatically within 1 to 8 business days depending on your bank's policy. In the case of credit cards, holds may last as long as 30 days, depending on the issuing bank. Please contact your bank to check their policy.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition.
If your item is damaged/faulty we will provide a replacement (depending on stock availability) or a refund based on your preference.

To help us get this fixed for you, please send a picture of the product or packaging, clearly showing the fault you’ve noticed, to [email protected]. Please also include the following detail so we can help:

Your name

Your order number

Product name and code (the product name and code can be found on your order confirmation email)

A description of the fault

Your preference for a replacement item or refund

Size conversion

For any questions about our size conversions please check our size guide.

How do I apply a promo code?

Please click on your shopping bag in the top right of our website. Just below the product list, you will see the box ‘Enter Voucher or Promotional code’. Please enter your promo code there and click ‘Apply’.

My promo code is not working

If your code shows as ‘Unknown’ please check if you entered it correctly. The best option in this case is to copy and paste your code. Writing down your code and typing it in may sometimes result in minor mistakes. If your code shows as ‘Not applied’ then the item(s) you’re purchasing are not part of the promotion. For more information please check the Terms and Conditions of your offer.

Can I pay with a gift card?

We currently do not accept gift cards on this website. Please note that any gift cards issued for our UK website will only work on marksandspencer.com in line with Terms and Conditions of your gift card.