Can I amend or cancel my order?
Sorry, MandM Direct are 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 the 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’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 MandM Direct know within 48 hours what should have been received instead. You’ll then need to return the wrong item letting them know if you’d like the correct item sent to you or receive a refund using your returns paperwork. As soon as they receive this they’ll get the correct item sent out or your refund actioned.
I’m missing an item from my order, what should I do?
If you’re missing an item from your order let MandM Direct 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 their Express Delivery service where possible. As part of their 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.
How long will it take for my refund?
Returns can take up to 7 working days to be received back. Once received, MandM Direct aim to process all returns within 7 working days. You’ll receive an email to let you know once this is done and the refund is issued. Please allow 7 working days for the refund to reach your original payment method.
What happens if my returns go missing?
It’s very unlikely that this would happen, but please keep your receipt as proof that you have returned your items to MandM Direct. As they cannot be held responsible for any items that go missing you’ll need your receipt to be able to claim for your missing parcel from the courier.
