1. 1. Check your order….  Please check your order confirmation documents carefully and ensure that the style, colour and quantity of the items stated match what you’ve ordered. If the details are incorrect, please contact your ordering store or our Furniture Customer Services team (0845 7624624) as soon as possible  Please also check that your products will fit both your chosen room and through the access route. To assist, a “Will it fit?” guide is available in store or from www.marksandspencer.com 2. Estimated delivery week….  When you placed your order, we gave you an estimated week for delivery  We will contact you by phone within a few days of placing your order, to let you know on which day of the week (Monday to Saturday) your delivery will take place  Please refer to our terms and conditions overleaf for details of cancellation or storage charges, should you need to delay delivery 3. Delivery booking confirmation….  To help you prepare, we will write to you a week before delivery and let you know everything is on track  A few days before delivery, we will call you to confirm your delivery time window. The delivery window represents the time during which we expect the vehicle to arrive with you  For items available for delivery in 7 days, all delivery arrangements will be made by phone within 3 days of purchase  Please note that if you postpone your delivery within 5 days of the agreed day, a re-arrangement charge will apply 4. The delivery day….  Please ensure the access route is clear and there is sufficient space in the room for the delivery crew to unpack and assemble your furniture  All our furniture delivery vehicles have a trained crew of two, who each carry identification cards  If you have provided us with a mobile number, we will send an SMS (text) message to your mobile phone when the vehicle is approximately 30 mins from your home  On your delivery day, we will call you between 7am and 10am to confirm we are on schedule. (However please note, if your delivery window starts before 10am, we will only call you should there be an issue)  On arrival, the delivery crew will unpack, position and, where applicable, assemble your furniture (excludes delivery only products – see below)  All packing materials will be removed and disposed of responsibly, in accordance with our Plan A commitment 5. Delivery only products….  Certain items within our range are supplied on a ‘delivery only’ service. This will be made clear when you place your order  These items will be delivered boxed for you to unpack and position them yourself. Please unpack and check your furniture as soon as possible after delivery  Some product requires self assembly; instructions will be provided 6. Delays….  Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed and discuss revised delivery timescales Your furniture delivery explained….. Thank you for buying your furniture from Marks & Spencer. We want to make sure you are completely satisfied with our services so we’ve provided the following step-by-step guide to explain how our furniture deliveries work and what will happen next. Full details of our terms and conditions are printed overleaf or (for online customers) can be obtained from www.marksandspencer.com Your M&S furniture has been manufactured to the highest possible standards. We recommend you look after it according to the care instructions provided. In the unlikely event that you have an issue with your furniture after delivery, we have a dedicated Furniture Customer Services team: Telephone number 0845 7624624 Opening times: Monday – Friday 8am to 9pm, Saturday 8am to 5pm and Sunday 9am to 5pm Document:- Your Delivery Explained AU10V1

2. 1. Payment….  All card transactions are usually processed 2-3 weeks before your estimated delivery date 2. Will it fit….  Remember to note your furniture’s dimensions and check that it will fit into your house and into your chosen room. You may also need space should the specification of the product be for our delivery crew to build it in your home  If the product does not fit, it will be classed as a cancelled order and costs will be incurred by you (£100) 3. Delivery….  Delivery of your furniture will be arranged with you in line with the ‘Your furniture delivery explained’ guide overleaf  If you wish to delay your delivery, we can provide storage for your order at a cost of £25 per week  Once you have agreed your delivery date with our delivery service team, should you need to change it we will do so free of charge up until 5 days before your agreed date. Any changes after this point will incur a delivery re-arrangement fee of £100  Orders for the Isle of Man may only be placed at our Douglas, Isle of Man store and a delivery charge of £100 per order is payable  Bed disposal service – the products will not be removed if infested, wet or heavily soiled. Products must be dis-assembled prior to collection 5. Cancellations and amendments….  You have a legal right to cancel your order within 7 days of receiving your goods  All items returned must be in a reasonable condition, and there will be a collection fee of £100 6. After delivery….  Your M&S furniture has been manufactured to the highest possible standards. We recommend you look after it according to the care instructions provided. Once you have taken delivery of your furniture, we will only give refunds in accordance with your legal rights, for example, if the goods are not fit for purpose or as described. In the unlikely event that you have an issue with your furniture after delivery, we have a dedicated Furniture Customer Services team: Telephone number 0845 7624624. Opening times: Monday – Friday 8am to 9pm, Saturday 8am to 5pm and Sunday 9am to 5pm 7. Christmas….  We will be busy! The closer we are to Christmas, the more likely it is that we will be able to offer you just one delivery date before Christmas – you will need to accept this date if you want your furniture for Christmas.  Should you not require your order until after the Christmas/New Year period, please inform our sales staff. We will be happy to delay your delivery until post New Year Furniture Terms & Conditions... Thank you for buying your furniture from Marks & Spencer. We want to make sure you’re completely happy with your choice, so we’ve provided the following points of information for you. Document:- Terms & Conditions DIRAU10V1 4. Delays….  Occasionally, the delivery of your furniture may be delayed or postponed. We will, of course, make every effort to keep you informed and discuss revised delivery timescales