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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 UK 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 our 2 day express delivery service.
  • 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 our 2 day express delivery service.
  • 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 Express 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

Unfortunately, we can no longer guarantee BFPO Christmas delivery

  • 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

Order by 12 noon on the 14th of December to receive guaranteed Christmas delivery.

  • 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 from the UK?

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

If you bought a pre-paid Hermes 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 Hermes - 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 7 days.
  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 Hermes returns label purchased in the checkout can only be used for that same order of items.

How do I return an item from Europe?

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 7 days.
  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.

How long do I have to return an item?

For orders made on or after the 1st of September 2021 we're offering an extended Christmas returns policy. You'll have until the 16th of January 2022 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 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.

What is your returns policy over Christmas?

For orders made on or after the 1st of September 2021 we're offering an extended Christmas returns policy. You'll have until the 16th of January 2022 to return your goods. For orders made outside this time, you'll have 28 days to return any unwanted items to us.

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

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.

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

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.

How much does your delivery cost?

We have a number of delivery options:

  • Standard Delivery - £4.99 - FREE on UK 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 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.

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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