Returns

HOW TO RETURN YOUR ONLINE PURCHASE

As an M&S Opticians customer you are entitled to complimentary returns. You may also return your purchase using the Royal Mail or a delivery company of your choice. You have up to 35 days to return an item. Please note items must be returned to us in their original condition. At this present time there is no facility for M&S stores to accept returned glasses or sunglasses purchased online.

This does not affect your statutory rights.

 

COMPLIMENTARY RETURNS

To return your order free of charge please contact our Customer Service team on 0330 135 5330 who will send you a pre-paid postage envelope to use. Once your order has been received in the original condition, you can expect your refund within 7 working days. 

 

RETURN USING OWN POSTAGE

You can of course return your purchase using the Royal Mail or a delivery company of your choice. Please note this is not a pre-paid service and therefore you will be responsible for delivery cost.

All you need to do is put your glasses in the original packaging, seal the box with tape and send it to the following address:

M&S Opticians Returns
c/o Mersona Ltd
12 Coombs Road
Halesowen
B62 8AP

Please retain 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.