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Help Centre

How can we help?

Select one of the following options…

Our most popular frequently asked questions:

What delivery options do you offer?

Automatic Free Standard Delivery Over £75

Service

Cost

Standard UK Delivery

  • £4.99
  • FREE on orders over £75.
  • 3 - 5 days for delivery.
    Delivery times may change during busy periods. See details in checkout.

Express Delivery

£6.99

  • Order before 11pm to get 2 day Express Delivery.
  • Orders made after the delivery cut off time will be delivered the day after (excludes bank holidays).
  • Cut-off and delivery times may change during busy periods. See details in checkout.
  • You will receive a text or email on the day your delivery is due giving an estimated timeslot your parcel will arrive. Should the time be inconvenient you can rearrange an alternative date directly with the courier.
  • You will need to sign for your order with this service, if no-one is around to sign for your parcel it will be returned to the local depot for collection or re-delivery.

Unlimited Express Delivery

  • £9.99
  • FREE delivery for one whole year.
  • Order before 11pm to get 2 day Express Delivery.
  • Orders made after the delivery cut off time will be delivered the day after (excludes bank holidays).
  • Cut-off and delivery times may change during busy periods. See details in checkout.
  • Select Unlimited Delivery in checkout and receive next day delivery for a whole year at £9.99. Visit our Unlimited Delivery page for details.
  • You will receive a text or email on the day your delivery is due giving an estimated timeslot your parcel will arrive. Should the time be inconvenient you can rearrange an alternative date directly with the courier.
  • You will need to sign for your order with this service, if no-one is around to sign for your parcel it will be returned to the local depot for collection or re-delivery.

British Forces Post Office

£4.99

  • Up to 30 days for delivery.
  • We'll deliver your parcel to the British Forces Post Office within 3 - 5 working days, you should then allow up to 30 days for your order to get to your base.
  • To make sure that we process your order correctly please use the following format:
    Service No, Rank name, Unit/Regt, Operation name, BFPO No

Channel Islands

£5.99

  • 3-5 days for delivery.
  • For Channel Island deliveries, VAT will be charged at 20% on all orders placed via our website.
  • If you need your VAT to be refunded, please just let us know by sending over a quick email to Customer Services.

How do I return an item?

The simplest and most convenient way is to use a pre-paid Hermes returns label for £2.99, which you add to your order in the checkout. Unfortunately, we don't offer a free returns service.

Alternatively, just follow these easy steps. All you need is a printer.

  1. Visit our returns portal - https://mandmdirect.returns.international
  2. Enter your full order number in the designated box (e.g. 12345678).
  3. Enter your postcode, email address or last four digits of your telephone number and then click 'Proceed'.
  4. Select which items you wish to return and the reason why. Unfortunately we don't offer exchanges. Please place another order if you require a different size.
  5. Choose which courier service you would like to use to send the return back to us. You can find your local drop-off point by clicking the link at the bottom of the page.
  6. Print your returns label and attach it to the parcel. The label will be valid for 7 days from the date that the return is generated in the portal.
  7. Returns can take up to 7 working days to process from the date they arrive at our warehouse. As soon as it has been processed you will receive an email to confirm.

Please make sure you ask for and retain your receipt as proof of your return, MandM Direct can't be held responsible for any items that may be damaged or go missing in transit.

Please note, returns postage will only be refunded if the goods are faulty or were sent incorrectly.

How long do I have to return an item?

For orders made on or after the 1st of October 2020 we offered an extended Christmas returns policy. You have until the 28th of February 2021 to return your goods. For orders made outside this time, you'll have 28 days to return any unwanted items to us.

Please note we are unable to refund underwear, pierced jewellery, swimwear or toiletries and fragrances.

Need more information on returning an item? Visit our How do I return an item drop down.

How do I cancel my order?

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

Unfortunately if your order has already been "packed" in our warehouse we're unable to cancel. However, you can return any unwanted items for a refund once you've received your order.

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

If you've received the wrong item in your order please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The incorrect items name and number

Then return the incorrect item back to us - we'll cover the cost of any postage. Please visit our Returns page for more information on how to return an item.

I'm missing an item from my delivery, what can I do?

If you're missing an item in your order please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The missing items name and number

You'll then have two options. Have the missing item sent to you with free postage (if still in stock) or receive a refund.

How much does your delivery cost?

We have a number of delivery options:

  • Standard Delivery - £4.99 - FREE on orders over £75
  • Express Delivery - £6.99
  • Unlimited Express Delivery - £9.99 + FREE delivery for one whole year
  • BFPO - £4.99
  • Channel Islands - £5.99

An item I've ordered is faulty, what can I do?

We hate faulty items as much as you do.

As soon as you find a fault, please contact our Customer Service Team within 48 hours and include the following information:

  • Order Number
  • The faulty item's product name and code
  • A description of the fault

Then return the faulty item back to us, we'll send you a replacement (if still in stock) and cover the cost of any postage.

What do I receive with Unlimited Delivery?

By selecting Unlimited Delivery in the checkout you'll receive Unlimited Express Delivery, 7 days a week, for a whole year for just £9.99!

Your Unlimited Delivery will be attached to your billing and email address. Please ensure that the same billing and email address are used for every order to make sure you receive your Unlimited Delivery benefits.

Still unsure and want to get in touch?

Contact us
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