Returns
How to return your purchase
Instore
If you purchased your glasses or sunglasses in an M&S store, these must be returned to an M&S store.
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Postal returns are not available for in‑store purchases
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Please bring your item back to the store within 35 days, in its original condition
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Proof of purchase may be required in line with our returns policy
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Our in-store team will assist you with your return or exchange
Online orders
If you purchased your glasses or sunglasses online, you are entitled to complimentary returns within 35 days of receipt. Items must be returned in their original condition.
Please note: Returns by post are only available for online orders.
At present, M&S stores cannot accept returns for glasses or sunglasses purchased online.
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Complimentary returns (online orders only)
To return your online order free of charge, please contact our Customer Service team on 0330 135 5330 and we will send you a pre-paid postage envelope.
Once your return has been received and checked, your refund will be processed within 7 working days.
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Returning using your own postage (online orders only)
You may also return your online order using Royal Mail or a courier of your choice. Please note this is not a pre-paid service, and you will need to cover the cost.
Package your glasses securely in their original packaging and send to:
M&S Opticians Returns
c/o Mersona Ltd
12 Coombs Road
Halesowen
B62 8AP
Please keep your proof of postage.
FAQs
How long do I have to return an item?
You have up to 35 days from receipt of the order to return the goods, subject to our Online Returns Policy.
Can I return my glasses to my nearest M&S store?
At this present time there is no facility for M&S stores to accept returned glasses or sunglasses purchased online. Returns can only be carried out using the complimentary returns service or via the Royal Mail or delivery service of your choice (at your own expense).
How long will it take to refund my order?
Once we have received your glasses and there is no indication that they have been damaged through misuse prior to their return, you can expect your refund within 7 days. If you did not choose complimentary returns service we cannot refund the delivery costs you have incurred.
Where can I find your returns policy?
For more information on online returns, please see our Online Returns Policy here.