What is the M&S Personalised website's accessibility policy?

Marks & Spencer Personalised recognises the importance of providing a website that is accessible to all user groups, including the disabled, the visually impaired and those with motor deficiencies and cognitive disabilities.

This statement explains the accessibility features we have implemented to help you use our website. They help to improve navigation for screen readers, keyboard navigation and text-only browsers among other things.

You can find out about this website's accessibility features in the sections below:

Please let us know if you have any questions or feedback regarding the accessibility of this site or if you experience any difficulty using it.  Alternatively you can call us on 0333 014 8441.

General information

We've designed this site with accessibility in mind. Some of the general features include:

  • The use of clear, simple language which is easy to understand.
  • The use of common web conventions.
  • Avoiding the use of blinking or flickering elements.
  • The use of validated HTML and Cascading Style Sheets (CSS)

Standards Compliance

We have strived to ensure our website conforms to level A compliance as specified by the Web Content Accessibility Guidelines (WCAG). In some cases the website provides enhanced features via JavaScript. Our goal is to provide equivalent functionality for users who are not able to use JavaScript and we are working hard to achieve this.

We use a number of tools to perform automated accessibility tests, but this is just one aspect of our testing procedure. Being automated, these tools are not as reliable as expert evaluation. Pages are also tested in a variety of screen reading applications.

Background, text and colour

Careful use of text colours, size and background colours can help people with a range of visual impairments. Here's what we've done:


Our site is usable by anyone with colour deficient vision. We've checked the site's font and background colour to ensure there are no combinations against the different colour blindness conditions and ensured that all information is still clear.

We've designed all pages on our website so that all information that is conveyed with colour is also available without colour.

Font and text size

While we've used clear, legible fonts for all text and headings, using certain web browsers it is possible to adjust font settings, if desired. For example, when using Firefox as your browser, select View, then Text Size, and then choose increase, or decrease.

Style sheets

This site uses cascading style sheets (CSS) for visual layout.
If your browsing device does not support CSS and you need assistance in navigating our site or personalising a card, please contact Customer Service on 0333 014 8441.

Non-text elements

Providing alternatives for non-text elements gives visually impaired and screen-reader users wider access to our website.

Images, videos and other non-text elements

We've made it possible to use our site without having to view graphics or images. All non-text elements, such as images, animations, symbols, audio, video and multimedia have text equivalents. We've done this by providing descriptive alt attributes for them. Purely decorative graphics or formatting images have empty alt attributes.


Our website uses JavaScript to improve usability and the online shopping experience.
If your browsing device does not support JavaScript and you need assistance in navigating our site or personalising a card, please contact Customer Service on 0333 014 8441.

Links and navigation

Structuring a website so it is simple and streamlined to use helps to improve the experience for all. For example, placing page items in a logical order and making the website easy to navigate helps people with visual impairments, motor deficiencies and cognitive disabilities.


We've made navigation links consistent between pages throughout the site. The site is also fully accessible using only the keyboard and can be navigated with scripting disabled.

Pop-up windows

Our website does not use pop-up windows unless they are appropriate. Acceptable cases, for example, are when it is important to see the browser window you've just navigated from in the background.

Forms and tables

Clearly labelled tables help readers to understand the content on a page and to fill in content into correct form fields.


Although there are a limited number of critical pages on this site which use frames, we try not to use frames as they are a barrier to accessibility. Any frames which we do use have descriptive titles to help screen readers to make sense of the content of the page.


We do occasionally use tables for layout but we ensure we follow WCAG guidelines. This means tables do not have any structural mark-up for visual purposes and they make sense when presented in a linear way.

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Return & Refunds
Where's My Order ?
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We recommend that we send you an email reminder 6 days before the event. This will give you enough time to browse our site, personalise a card and choose an appropriate despatch date. All cards are sent by 1st class Royal Mail which is a 1-3 working day delivery service.
Despatch Date
The day we post out your item(s) is classed as the despatch date. This is NOT the day it will be delivered.
All items ordered before 2pm Monday to Friday are despatched the same day, unless you've selected a later date. Please see the table below for further information.

Delivery Information
Order Placed Despatch Day
Before 2pm Monday to Friday Same Day
After 2pm Monday to Thursday The following day
After 2pm Friday The following Monday
Anytime Saturday and Sunday The following Monday
Bank Holidays The following working day

Royal Mail state that 93% of 1st Class mail is delivered the next working day (including Saturdays). In our experience most deliveries arrive within 3 working days following despatch.

Be sure to choose a despatch date allowing adequate time for delivery in order to avoid disappointment.

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