FAQs

How do I place an order?

Simply pick the items you wish to order from the website. Add the products to your basket and complete checkout as normal.

You have an option to create an account on the website if you wish.

You will be asked to select a delivery date, plus we will also ask you few quick questions to make sure we provide the best service possible for you.

Payment is via WorldPay. You will receive a confirmation email of your order.

How long does it take to prepare my order?

We try to prepare the orders within 24 hours of receiving them, depending on public holidays, stock availability, etc. However if your order is delayed we will be in touch either via phone or email to make sure you are kept informed. 

Unless there is a delay you will receive your order on the chosen delivery day at checkout.

Do you deliver?

Yes, we have a new partnership with IsleDeliver.com, Guernsey Post's independent grocery delivery service.

Standard delivery charge is £5.

The vehicles used will be refrigerated and routinely checked to make sure your order is properly cared for.

Your products will be delivered loose in trays (to save on plastic bags) and any items sensitive to the cold will be delivered in a sealed bag to protect them.

Please note, you need to be at the delivery address to receive your order, we are unable to leave chilled products outside for you.

If the driver tries to deliver and you are not home, the order will be returned to the store.

We will then be in touch to try and re-arrange delivery.

I'm currently self-isolating, can you still deliver to me?

Yes of course. We will ask you to answer a few short questions when you complete your order. One or which is if you are self-isolating. If you answer yes, your order will be put into carrier bags and then into trays. When the driver delivers your order they will let you know they are there and will safely leave the bags outside the property for you. So there will be no contact between the driver and the customer.

Do you deliver to Herm, Sark or Alderney?

As our products are refrigerated and need to be delivered under strictly controlled conditions, we are unable to deliver to the other islands of the Bailiwick at the moment.

Do you offer this service at the weekend?

We are unable to offer this service on Sunday's, Monday's and public holidays.

What happens if you don't have the products I ordered?

When you are placing your order, you will be asked if you are happy to receive alternative products if your first choice is not available. If you select no, we will simply leave that item from your order and refund you accordingly. If you select yes and are happy to receive an alternative, we will source a suitable replacement of similar value but will contact you to make sure you are aware of the changes to your order.

There's something else I want. Can I order extra items not listed on the website?

We would prefer customers to order what we currently have available online and listed on the website. However when completing the order you will have the option to provide feedback and any suggested any items that you would like to see added in the future.

Are there any items I can't order?

At the moment we are not able to deliver in store bakery or frozen products.

Can I order clothing?

We are unable to deliver clothing products. If you wish to purchase clothing please order online at www.marksandspencer.com

Can I order alcohol?

You can order alcohol on our website but please note The Liquor Licensing Ordinance 2006. It is an offence to buy or attempt to buy alcoholic liquor if you are under the age of 18. Please be aware the delivery driver may ask for proof of age ID when delivering your order.

How are refunds processed?

If we need to issue a refund we will process this using the WorldPay payment system. You will receive an email confirmation. 

Can I order at any time?

During very busy periods, or if we have technical issues we may have to temporarily disable the website. So please check back another time.

I've made a mistake or I wish to cancel my order, how can I get In touch?

You can phone us on 01481738200 but the best way to contact us is via email at support@marksandspencerguernsey.com. Please quote your order number and details in your correspondence if possible.