Frequently Asked Questions

PROCUREMENT PROCESS

What are the steps I need to take to place an order?

The procedure you can follow is the following:

  • Choose a category and then the subcategory you are interested in.
  • Click on the item you are interested in and you will see photos, name, reference code, description, price, as well as the ingredients.
  • Select the quantity you want and add the item to the basket.
  • Then you can choose “View Cart’. In this page you can choose whether you want to receive your order at one of the appeared Marks & Spencer stores or your premises (within the Attica basin) and then click “Proceed to Checkout".
  • Choose a form of payment from the available on the website.
  • You will then receive an e-mail confirming your order.

How do I add an item to my cart?

After selecting the item and the quantity you need, you click “Add to Cart" in order to include it into your order.

Are the products in my shopping cart kept automatically for me?

The fact that a product has been added to the cart does not guarantee that it is being booked. There are high demand products that can be exhausted before market confirmation, even though they were available when you added them to your cart.

Can I receive my order in gift box?

Most of our products can be delivered in a gift box. You can select this option by writing your preference in the “Order Notes" field at the checkout.

How can I find a particular item?

Products are classified into different categories and each category in classified in subcategories. You can go to the corresponding subcategory in the vertical menu at the top left of the page to see the products it contains.

Depending on the selected subcategory, you will find the available products of this subcategory. You can also use the search bar at the top of the page to find the items you are looking for.

MY ACCOUNT

Do I have to sign up to complete my online order?

No, it is not necessary. You can make your order as a visitor. However, you are able to create your own account by filling in your personal information. In future orders you will not have to repeat this process.

I want to be informed about your offers and new products. What do I have to do?

You can subscribe to our newsletter! By signing up for our newsletter, you will receive informative e-mails with our new products and promotions. In our website there is always a box asking you to subscribe to the newsletter.

Please note that upon your registration, you automatically accept our privacy policy.

Can I cancel my subscription to the newsletter?

If you change your mind, you can cancel your registration at any time via the link at the bottom of each newsletter sent to you by Marks & Spencer Food.

I forgot my password. What should I do?

Click “Forgot your password?" Below the fields for filling in the email and password. An e-mail with instructions on how to enter a new password will be sent to you.

MY ORDER

How can I be informed about the progress of my order?

After the confirmation e-mail of your order, it will take some days to be completed, depending on the availability of the products and the location of the delivery. In any case, you can contact us through the “Contact Us" section or by phone at 211-1087353 Monday to Friday from 09:00 to 17:00 to give you detailed information for the status of your order.

The products I received are incorrect or defective. What can I do?

If you find any defective product, please contact us through the “Contact Us" section or by phone at 211-1087353 Monday to Friday, 09:00 – 17:00, quoting your order number, product name and code, including the description of the problem.

What should I do if any of the species I received is different from what I ordered?

In this case we will try to replace the wrong item with no extra charge. You can request a change via the “Contact Us" section or by phone at 211-1087353, Monday to Friday, 09:00 – 17:00.

Will I receive the same product as the photos?

The photos are of high quality to present all the products in every detail. However, you may find differences. It is important to say that we are doing everything possible in order to ensure that customers will have a complete overview of the product, but there may be minor differences in color or products whose raw material and production process affects the end result, such as handmade products.

You should be aware that the colors shown on the website depend on many factors (physical materials, variations in mass production, shooting conditions, etc.), including the screen settings of your computer.

How do I know if I have successfully completed my order?

The order is completed when you receive a confirmatory e-mail with the products you put in your cart and the shipping and communication details you have provided.

After I complete my order and before I receive it, can I make some changes to the items I have placed in my cart?

If you need to change your order, please contact us directly through the “Contact Us" section or call us at 211-1087353, Monday to Friday, 09:00 – 17:00.

Can I cancel my order?

You can cancel your order only if you have not received the “Completed Order” e-mail. In this case, please contact us directly through the “Contact Us" section or call us at 210-9898012, Monday to Friday, 09:00 – 17:00. After receiving your confirmation e-mail from our Company, you cannot change your order.

For more information, see our Terms & Conditions.

RETURNS & CHANGES

After the delivery/receipt of my order, how can I change or return products I bought?

According to our corporate policy, our food products cannot be neither returned nor changed with other product(s).

PAYMENT

I have a promotional code. How can I use it?

When you get to your basket view, you can fill out the discount code in the “Coupon Code" field and then click on “Apply Coupon" to automatically get the discount you are entitled to.

You can only use one promotional code per purchase.

Which payment method can I use on my purchases?

You can choose between different payment methods. More specifically:

  • Online payment with your credit/debit card,
  • By cash or credit/debit card when delivering your order to your door, or
  • By any accepted payment method is available at Marks & Spencer if you choose to collect your order from one of our stores.

Can I pay my order via bank deposit?

After you contact us, you can make a payment through a bank deposit. We will give you the bank account number to which the deposit has to be made.

You must indicate your name and your purchase code in the deposit data, just as it was when the order was placed. The order will be shipped only if we receive the deposit or e-mail us the appropriate proof.

The deposit must be made within three (3) business days from the date of the order. If the corresponding amount is not deposited within 72 hours, the order will be canceled.

Can I get an invoice in my company name?

Yes. In the shopping cart, you can indicate whether the purchase is made by an individual or by a company. In the second case, you will need to fill in the necessary details for issuing the invoice in the “Order Notes" field.

What are the shipping costs?

For orders within the Attica basin:

  • For orders of a total value of €40 or more, home delivery is made without any extra charge.
  • For orders with a total value of less than €40, you can receive your order at any Marks & Spencer store you serve.

For orders outside Attica:

For orders with a total value of less than €40, you can receive your order at selected Marks & Spencer stores of the province. More specifically:

  1. Marks & Spencer Volos – Address: Ermou 186, Volos 382 21, Greece
  2. Marks & Spencer Rhodes – Address: Al. Diakou 8, Rhodes 851 00, Greece
  3. Marks & Spencer Thessaloniki – Address: Tsimiski 45, Thessaloniki 546 23, Greece
  4. Marks & Spencer Heraklion of Crete – Address: Dikeosinis 19, Iraklio 712 02, Greece
  5. Marks & Spencer Chania – Address: Chiotaki 22, Chania 731 34, Greece

*Frozen products can only be delivered within the basin of Attica.

DELIVERY

What hours can I receive my order from the Marks & Spencer store I have selected?

Receipts can be made during the days and hours of our stores. You can find them here in detail.

From which stores can I receive my order?

Stores within Attica:

  1. Marks & Spencer Food Glyfada – Address: Leof. Vouliagmenis 85 Glifada 166 74
  2. Marks & Spencer Food Ermou – Address: Ermou 33-35 Athina 105 63

Stores in provinces:

  1. Marks & Spencer Volos – Address: Ermou 186, Volos 382 21, Greece
  2. Marks & Spencer Rhodes – Address: Al. Diakou 8, Rhodes 851 00, Greece
  3. Marks & Spencer Thessaloniki – Address: Tsimiski 45, Thessaloniki 546 23, Greece
  4. Marks & Spencer Heraklion of Crete – Address: Dikeosinis 19, Iraklio 712 02, Greece
  5. Marks & Spencer Chania – Address: Chiotaki 22, Chania 731 34, Greece

What happens if I am not present at delivery?

We always contact you by phone as soon as your order is ready in order to route the delivery to a specific day and time that serves you. Estimated delivery times are the following, with possible exceptions during specific periods:

Monday : 09:00 – 17:00

Tuesday to Friday: 08:00 – 20:00

Saturday : 09:00 – 17:00

Should you, after a communication and delivery agreement scheduled for a specific day and time, eventually be absent from the site, you should contact us as soon as possible in order for the delivery to take place again.

For more information, see the Terms & Conditions.

What is the delivery process at Marks & Spencer stores?

If you have chosen delivery from store, we will contact you by phone or e-mail to let you know that your order has arrived. Please come in order to receive your order within 7 days. The person who arrives to pick up the package should show his order number and identity.

How many days will it take to receive my order?

The order will be available within the expected time frame of 5-8 business days – unless unpredictable. The estimated time depends on the availability of the products, the size of the order etc.

What causes a delayed delivery?

Your order may be delayed for one of the following reasons:

  • The product you ordered is out of stock.
  • During periods of extreme weather or strikes, and in any case of force majeure, which may affect the delivery and delivery of your order.
  • If it is impossible to communicate with you by telephone and / or e-mail
  • If there is a problem with your order, either in relation to the product or in connection with its payment, because your information you have entered is not properly up to date.

PERSONAL DATA

What is the privacy policy of the website www.m-s.gr?

The www.m-s.gr website is designed so that its users can visit it without having to reveal their identity unless they wish. Visitors to our site are asked to provide us with their personal data only if they want to order a product (s), subscribe to our website and / or send an email to www.ms-home.gr. You will find all the information in the link: Privacy Policy.

What are Cookies?

This section is not about a product subcategory, but a very important and useful information library for your safe browsing on our website. We place particular emphasis on respecting your personal data, ensuring a smooth browsing of our site. “Cookies" are information from a website that is sent to a web browser and stored on the user’s hard drive so that they can be retrieved at the next visit. The web server searches for “Cookies" when a user visits the site. “Cookies" are generally used to identify visitors. A cookie may contain information about the name, password, user preferences, etc. Users have the option to configure their web browser either to accept or reject cookies. More information can be found in the Cookie Policy.