Why can I not find domestic appliances online?
Why can I no longer find any large kitchen appliances on the website?
From 31 August 2012, M&S will no longer be selling large kitchen appliances, if you were looking for small kitchen appliances e.g kettles and toasters, you can find them in our kitchen electricals section.
I have recently bought a large kitchen appliance from M&S but can no longer find it on the website, is my guarantee still valid?
Whilst large kitchen appliances are no longer available at M&S your guarantee will be valid. If you have any questions about your appliance and your guarantee please contact our customer service team on 0844 809 4930
I have recently bought a large kitchen appliance from M&S and can no longer find it on the website, will it still be delivered?
If you have a confirmed order number your appliance will be delivered. If you have any questions about your appliance contact our customer service team on 0844 809 4930
I have recently bought a large kitchen appliance from M&S but can no longer find it on the website, will I get a replacement if it’s faulty?
If you have a problem with your appliance contact our customer service team on 0844 809 4930.
The information below is for customers who have already placed orders for larger kitchen appliances:
Getting my delivery
How will my appliances be delivered?
Your goods will be delivered by our dedicated carrier service. Our delivery team will bring your new appliances into your home and place them in a room of your choice.
Where can you deliver?
We will deliver appliances to most addresses within the UK.
Do I have to wait in all day for my delivery?
No. We will call you on the day of your delivery to confirm your 4 hour delivery slot. So, you can plan your day without having to waste time waiting around.
How long does it normally take for my appliance to arrive?
All appliances come from our central warehouse and are normally available for delivery to most UK postcode areas in 3-7 working days. For Northern Ireland this will be slightly longer and your appliance(s) will normally arrive within 14 working days.
Delivery lead times may vary dependant on the appliance type, manufacturer or stock availability. Please check individual items for estimated delivery lead times. If for any reason this is not going to be the case you will be informed within 48 hours of placing your order.
Can I delay my delivery?
Yes you can. Placing the order secures the price for you. We can then organise your delivery on a date that suits you.
How much does delivery cost?
The cost of standard UK delivery is included and this is the total delivery cost for as many items as you wish to have on a single delivery.
Is there an extra charge for weekend deliveries?
Saturday delivery is available for selected postcodes only for an additional charge of just £9.99.
Can I change the delivery date or location I have already agreed to?
Yes you can. We do however ask that you notify us at least 3 working days before your agreed planned delivery date. If less than 3 working days' notice is given, we reserve the right to charge you an additional £19.99 to cover additional delivery charges we will incur. If you are not at home for a pre-arranged delivery then we reserve the right to recharge you £19.99 to redeliver your order.
When I order more than one item, will they all be delivered at the same time?
Yes they will. It does not matter how many appliances you order or how many different brands you choose, they will all be delivered together. Upon a customer request we will split deliveries for no additional charge.
Do you connect the appliances?
Yes we do. You can request that our delivery team connect your freestanding washing machine, washer dryer or dishwasher. This must be done at the point of order and a charge will be made for each item.
Connection can be carried out to an existing standard domestic appliance water connection situated within one metre of the appliances location and to a suitable existing 13 amp socket within reach of the appliance's power lead. Included in the connection will be the disposal of the transit brackets and a test of the appliance.
The delivery team will be unable to connect your new appliance if:
• The old machine is not disconnected
• Any electrical/plumbing supplies needed fail the delivery team’s testing or are unsuitable
• Any water supply needed cannot be isolated or is unsuitable.
• Any drainage/waste facilities needed are unusable.
• Mechanical adjustments are required to the appliance(s) to overcome such things as water pressure etc.
• Alterations to existing plumbing and electrical are required.
All gas installations, connections and/or disconnections must be performed by a Safe approved engineer. All mains wired equipment (e.g. electric cookers) should only be installed, connected and/or disconnected by a qualified electrician. We do not currently offer any installation, connection and/or disconnection service on gas or mains wired electrical products.
Unfortunately this service is only available to certain UK postcodes. (Currently not available in Northern Ireland).
Will you take away and recycle my old appliance for me?
Yes we will. This is an optional, chargeable service. You can request that our delivery team collect and recycle your old appliance, there is a cost from £9.99 per appliance for this service. This charge is payable for the transportation and collection of your old appliance, recycling is free. Appliance recycling must be arranged at the point of order.
All goods for collection and recycling must be disconnected from all water, electrical and gas supply in advance of the goods being removed. Please ensure your old appliances are emptied and fully defrosted where applicable.
We do not currently offer any disconnection service on gas or mains wired electrical products. All gas disconnections must be performed by a Safe approved engineer. All mains wired electric cookers should only be disconnected by a qualified electrician.
Goods collected for recycling are deemed to have zero value.
Unfortunately at the moment this service is only available to certain UK postcodes.
How do I know my appliances are in good condition?
All of our appliances are brand new and delivered packaged, straight from our warehouse. We recommend you unpack and check you are happy with the appliance as soon as possible. If you are not totally satisfied once you have unpacked the appliance please contact one of our team on 0844 809 4930.
What happens if I cancel my order?
We do ask that you notify us at least 3 working days before your agreed planned delivery date if you wish to cancel your order.Your payment card will be refunded in full within 30 days, however it may take up to 5-7 working days to appear on your statement dependent on your card issuer.
When should I book my fitter?
We suggest you wait until your goods have been successfully delivered before you book a fitter.
Once I have my delivery
What do I do if I have a problem after my appliance has been delivered and connected?
We are here for you every step of the way, simply call our advice line on 0844 809 4930 and we will either resolve the problem for you over the telephone or we will organise for a manufacturer's engineer to visit.
How do I return goods that I do not want?
Call us on 0844 809 4930 and one of our advisors will arrange the collection for you. If you do decide to return a product to us, we do make a charge. See terms and conditions for full details. You have 7 working days from the date of delivery to request a collection. Please be careful when selecting your appliances to ensure they are the ones you require as we charge £49.99 for collection. This returns policy does not affect your statutory rights.
What do you do with my personal information?
We respect your privacy and will only use personal information you provide to us in accordance with the Data Protection Act 1998. Full details of how we may use your personal information are set out in our privacy policy.
What is the warranty offered on the products?
The warranty supplied with the goods is the standard manufacturer's warranty, in addition to your rights under the Sale of Goods Act. In most cases this is 1 year covering all parts and labour. In some instances this is extended by the manufacturer to 2, 5 and occasionally even 10 years.
WEEE Directive
What is the new WEEE directive?
With effect from July 2007 the UK's Waste Electrical and Electronic Equipment WEEE Regulations require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment. Producers of Electrical and Electronic Equipment (EEE) will be required to finance the collection, treatment, recovery and environmentally sound disposal of EEE at its end of life.
How does this new directive affect me?
By taking part in this new directive you can expect that we will dispose of your old appliances in an environmentally friendly way. We will separate the Electrical and Electronic equipment from the normal waste that goes to landfill and send it to specific disposal centres that will treat it and dispose of it in an environmentally sound way.
What do I have to do?
If you wish for our delivery team to take away your old appliance they will do so on a like for like basis. You must however request this service at the point of ordering and ensure that all goods for removal and recycling have been disconnected from all water, electrical and gas supply in advance of the goods being removed.
How much will I have to pay?
Recycling is free, however we do charge from £9.99 for collection and transportation.
What does the new directive mean for the retailer?
We take our role as a responsible retailer very seriously and we always strive to do what we can to help the environment. We are recommended by the "Energy Saving Trust" as a retailer of energy saving appliances and actively encourage our customers to buy "Green". We are very keen to join the government and support the new WEEE Directive to help the UK become a greener place to live.
If I don't opt to have Marks & Spencer Appliances take my old appliance away does this mean it won't be disposed of correctly?
For those customers who have decided not to opt for our full recycling service we have contributed towards a fund which will help local councils to develop and improve their existing WEEE collection facilities. Not all council sites are able to collect all types of waste electrical goods. To find your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk.
What does the new directive mean for the environment?
The development of this new directive will greatly help the environment. Instead of all the electrical and electronic equipment going to land fill it will be dealt with separately. The products will be treated and disposed of in an environmentally sound way, therefore reducing dramatically the amounts of Electrical and Electronic waste going to landfill.
Terms and conditions and privacy policy
Where can I read your full terms and conditions and privacy policy?
Easy, just click on the "Terms & Conditions" and "Privacy Policy" links at the bottom of each page.
For further information see terms and conditions on marksandspencer.com. © 2013 Marks and Spencer plc
