Help Centre

We require a small fee for returns. For as little as £2.49 you can purchase a Evri (formerly Hermes) returns label in the checkout when placing your order, which allows you to return at a Evri store.

If you bought a pre-paid Evri returns label in the checkout when purchasing, your label and QR code can be found in our Returns Portal - https://mandmdirect.returns.international

If you are looking at returning an item but didn't buy a returns label in the checkout, you can purchase one for £2.99 by following these easy steps:

1. Visit our returns portal - https://mandmdirect.returns.international
2. Enter your full order number.
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.
5. Select the Evri - Print in Store option. You can find your local drop-off point by clicking the link at the bottom of the page.
6. Download your returns label and QR code - if you are using the QR code, simply take your parcel to the drop-off point and allow them to scan the code from your mobile device. They will print the label in store for you. The label will be valid for the period in which you can make your return.
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.
8. 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. A Evri returns label purchased in the checkout can only be used for that same order of items.

You can purchase a returns label by following these easy steps:

1. Visit our returns portal - https://mandmdirect.returns.international
2. Enter your full order number.
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.
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 the period in which you can make your return.
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.
8. 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.

We have a no quibble 28 returns policy. We hope you love your items, but if you're not happy for any reason you can return them to us within 28 days of receipt of the parcel.

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.

If you are wanting to cancel your order, please follow these instructions:

1. Step 1 - Contact our friendly Customer Service Team via email, social media, or telephone through our Contact Us page.
2. Step 2 - Have your order number ready to help our team track your order.
3. Step 3 - Our Customer Service Team will advise you if your order can be cancelled.

Please note: If your order has already been passed to our warehouse team, we will be unable to cancel your order. However, you can return any unwanted items for a refund once you've received your order.

If you've received the wrong item in your order please see our Contact Us page and let us know within 48 hours and include the following information:

• Order Number
• The name and number of the incorrect items

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.

If you're missing an item in your order please see our Contact Us page and let us know 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.

Please do not return items directly. Instead go to our returns portal https://mandmdirect.returns.international and follow the simple steps to return items to us.

We have a number of delivery options:

• Standard Delivery - £4.99 - FREE on UK orders over £100
• Express Delivery - £7.99
• Unlimited Express Delivery - £9.99 + FREE delivery for one whole year
• BFPO - £4.99
• Channel Islands - £5.99

We hate faulty items as much as you do.

As soon as you find a fault, please see our Contact Us page and let us know 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 refund the item as soon as we receive it back and cover the cost of any postage.

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.

It's easy! Visit our Contact Us page to find information on how to get in touch.

Email, Facebook or Twitter - the choice is yours.

We aim to provide you with high quality products at amazingly low prices. Unfortunately, sometimes we have to issue a product recall. To find the latest information on our recalled products please visit our Product Recall page.