Returns & Refunds

What is the returns and refund policy?

We are unable to accept returns, or provide refunds, in respect of personalised products, unless the product is defective or we are otherwise in breach of our agreement with you and are obliged to do so.

To obtain a refund you must return the product(s) to us in the same condition in which you received them. We will examine the returned product(s) and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the reasonable cost incurred by you in returning the item to us.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

 

I have damaged items in my delivery – what should I do?

Your satisfaction is of the utmost importance to us so please get in touch with us via email or telephone using the information shown below;

Email: customer.services@marksandspencerpersonalised.com

Phone: 0333 0148441

Our customer service team are available Monday to Friday 9:00am - 5:00pm (excluding Bank Holidays)

Confirming your order number, date of order and contact details will help us with your enquiry.

How can I return items?
If you have faulty or damaged item(s) then you can return them to us by post in the same condition in which you received them, to the following address;

Freepost SWB30555
Marks & Spencer Personalised
Brunel Road
Newton Abbot
Devon
TQ12 4BF

Please ensure you have included your order number, date of order and contact details inside the parcel so we can speedily process your return and contact you accordingly.

One of your addresses is not entered properly. Please ensure that all your billing and shipping addresses have required informations.
Help
Return & Refunds
Where's My Order ?
Prices
This name will be used for all your reviews from your account. For privacy reasons, please don't use your real name.
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.

Already have an account? Sign in

Reset your password

We're sorry but you need to reset your password to shop the website. Please enter the email address you use to sign in to your M&S Personalised account. We'll email you a link to a page where you can create a new password.

* Required Fields

The email address and password you entered do not match any accounts on record. Please try again, create an account, or contact Customer Service for assistance.
The email address and password you entered do not match any accounts on record. Please try again, create an account, or contact Customer Service for assistance.
Please reset your password
We've emailed you a link to a page where you can create a new password.
Sign in

Please sign in to your M&S Personalised account. If you don't have an account, you can create one now.

Your personal details are safe with us.
View our Privacy Policy