MandM Direct FAQs

If you have a delivery address outside of the UK you’ll be glad to hear that we currently offer delivery to over 20 countries from the MandM Direct UK website. You can find international shipping times and costs below.

Unfortunately we don’t deliver to any other countries not listed on the table below. If you’ve got a questions or comment on our international delivery options we’re happy to help – you can send us an email to customerservices@mandmdirect.com or give us a quick call us on +44 (0) 1568 618353 for more information.

Unfortunately we’re currently unable to offer delivery to any PO Box addresses.

You’ll receive an email including your tracking information for your order as soon as it’s been dispatched. We’ll also send you email updates throughout the delivery process, so you know where your parcel is.

In an effort to move to a more paperless solution over the next 12 months we'll be moving away from including a paper copy of your dispatch note in your parcel and so your dispatch note which includes, order and returns information as well as any pre-paid returns labels will also emailed to you. We're rolling this change out over the next 12 months so in the meantime you might get a paper copy and an email.

You can follow the progress of the nice, new items in your order by clicking or tapping through from your confirmation email. This will be updated at each stage by our courier. If the tracking says your parcel has been delivered and you haven’t received your parcel, please don’t hesitate to contact our Customer Service team.

If you’ve received the correct number of items, but one isn’t what you ordered – please let us know within 48 hours what should have been received instead. You’ll then need to return the wrong item letting us know if you’d like the correct item sent to you or if you’d like to receive a refund using your returns paperwork. As soon as we receive this we’ll get the correct item sent out or your refund actioned.

Don’t worry; all of our couriers will try two separate delivery attempts to the address you’ve supplied. For standard delivery, a third attempt is possible whereas the express delivery service can be taken to a store for collection. Where possible, a signature is obtained on all our deliveries so the couriers may attempt to leave the parcel with a neighbour. If you’d like to allocate a neighbour for your delivery simply add a note to the ‘Special Delivery Instruction’ tab during the checkout. Unfortunately, any action other than obtaining a signature is down to the courier’s discretion.

If you’ve placed your order with standard delivery service you may be asked by our couriers to sign for your delivery. If you’ve placed your order with our express delivery service, you will be asked to sign for your delivery.

Yes, we absolutely can. Once you’ve filled out your billing address details in the checkout you’ll then be able to add an alternative delivery address. You just have to make sure you do this yourself before submitting your order; we can’t change this information once the processing has begun, unfortunately.

Unfortunately, the following postcodes are excluded from express delivery: AB30-38, AB44-56, BT1-99, FK17-21, G83, GY9, HS1-HS9, IM1-IM99, IV1-IV99, JE1-4, KA27-28, KW0-99, PA20-99, PH17-99, PO30-41, TR21-25, ZE1-3. However, you will also be notified at Checkout if your postcode is not eligible for Express or Named Day deliveries. You can still purchase Premier Membership but will only have access to unlimited free Standard delivery.

If you love shopping with MandM Direct then our MandM Premier service is perfect you. For just £19.99 you can receive unlimited express delivery and Hermes returns for a whole year plus more exclusive benefits!

We’ll send you an email once your parcel has been despatched and is on its way to you and then another email when it has been delivered. If you’ve selected express delivery, in addition to our emails you’ll also get a text with details on your delivery.

Don’t forget, you can also track your parcel by clicking on the link sent in your confirmation email!

At the moment we deliver to England, Scotland, Northern Ireland and Wales, as well as the Channel Islands, Isle of Man, Isle of Wight and the Highlands and Islands of Scotland. We also deliver to over 20 countries worldwide and have a number of local language and currency sites; so check out our International page to see if we can deliver some new and exciting items to you!

No, absolutely not. We’re based in the UK so you won’t have to pay anything additional in regard to Customs Duty or Import VAT.

If you’re missing an item from your order let us know within 48 hours. You’ll be offered to have the missing item sent to you separately or to receive a refund. A missing item will be sent on our Express Delivery service where possible. As part of our on-going fraud prevention measures, a letter or email may be sent to you and requires signing before your missing item will be sent out.

At MandM Direct we strive to make sure that all our customers receive the highest standard of service throughout their shopping experience and work hard to ensure that all orders are processed and delivered to you as soon as possible. If you’re unhappy with the level of service you have received, please contact us to let us know to see how we can help – we appreciate your feedback and will pass it on to the relevant courier company.