MandM Direct FAQs

Welcome to the MandM Direct frequently asked questions section. If you can’t find the answer you’re looking for contact us now, we’re happy to help!

Delivery

Returns

Orders

My Account

Website

Ordering is easy with MandM Direct

Order on your mobile, tablet or PC at mandmdirect.com, 24 hours a day, 365 days a year.

We take your security very seriously, so you may receive an email or SMS text message from us after placing your order asking you to verify your personal or payment details. You can do this by email to carddetails@mandmdirect.com

Payment methods

We currently accept payments from: PayPal, Visa, Visa Debit and MasterCard credit and debit cards. Just select your preferred method at the payment stage.

Can I amend or cancel my order?

Sorry, we’re unable to add or remove items from your order once the payment has been processed. You can cancel the contract for your order within 14 working days starting from the day after you receive your order.

If you need to cancel your order contact our Customer Services team. Please have your order number ready to help speed things up.

If the order has been dispatched to you prior to cancellation, you have a legal obligation to keep the products in your possession and to take reasonable care of them.

As a consumer, you always have legal rights in relation to products that are faulty or not as described. These legal rights aren’t affected by the above returns policy. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

I was told that all of my goods have been shipped, but now I've received a refund for an item

Unfortunately, in rare occasions a popular item might go out of stock when your order is being processed due to such high demand. In this instance a full refund will be issued for the item that has gone out of stock. Depending on your bank, it may take 3-5 days for the funds to return.

Does your site have secure payment?

Absolutely, we use the ‘Verified by Visa’ and ‘Secure by Mastercard’ payment system which give the added safety step of your bank verifying the order.

We take your security very seriously, and we’ve invested in a totally secure and safe website for you to shop. Once you checkout, we encrypt all your details using Internet standard encryption technology (TSL/SSL).

If a site is secure, a padlock will appear in the bottom right hand section of your screen when you are in the personal data/ payment card entry area. Occasionally the padlock will not be visible but the page is still secure. If you do not see the padlock, you can check by right-clicking anywhere on the page (except on an image) and select Properties. If the URL starts https: the s indicates that the page is secure.

If you have any questions about the online security of MandM Direct please email customerservices@mandmdirect.com. Or, please feel free to visit our Privacy Policy for more information.

Do you have any shops?

Sorry, we don't have any physical shops. Your mobile phone is effectively a store in your pocket. Put the kettle on and shop away without ever worrying about opening hours!

Where is my dispatch note, returns label/information, it isn't in my parcel?

We've gone paperless! This means your dispatch note which includes order and returns information, as well as any pre-paid returns labels will be emailed to you instead of being in your parcel.

You'll need to check your ‘Your order has been dispatched' email, which is the email sent to you when your parcel has left our warehouse for your dispatch note.

I have a question about a size?

Please refer to the size chart link next to the ‘add to basket’ button on each individual product page. If you have any further questions please contact customerservices@mandmdirect.com and we will be happy to help with your specific size query.

Can I check stock?

We update the stock levels on the MandM Direct website regularly throughout the day to provide you with the most up-to-date stock information. When you select a size on a product there will be a ‘low stock’ or ‘sold out’ message if a size is almost gone or totally sold out.

Will you be getting more stock?

Generally our business works on a 'once it’s gone, it’s gone' basis so we don’t tend to get more stock in once a product is sold out. However, you will be advised if we're expecting more stock by a message saying ‘coming soon’.

I've received the wrong item, what can I do?

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 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.

I'm missing an item from my order

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 Next Day 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.

Do you do discount codes?

We don't do discount codes. We sell big brands at sale prices every day. We already keep our prices as low as we can and pass on the savings to you, so there’s no need for promo codes. If you see a website offering an MandM Direct discount code, it isn’t real.