Frequently Asked Questions

General

Q What is M&Co.?

Answer M&Co. is the trading name of Mackays Stores Ltd., a retailer committed to offering good quality products at affordable prices.

Q How can I contact you?

Answer By phone: 08000 317200 24 hours a day, seven days a week
By email: customer-services@mandco.com
By post: Caledonia House, 5 Inchinnan Drive, Inchinnan Business Park, Inchinnan, Renfrew, PA4 9AF
Company number: SC036368, VAT number 263808936

Q How can I find my nearest store?

Answer Use the Store Finder to find the location, directions and details of your nearest store

Q How will you use my data?

Answer Please read our Terms and Conditions for full information on data protection and our privacy policy.

Q Why should I sign up for your email newsletter?

Answer It is up to you but here are some of the benefits:
Our weekly update keeps you informed of all the latest online happenings, including sales promotions, hot new arrivals and key season collections.
You'll also be the first to receive news of special online and in-store events, on-trend style solutions and expert advice from our design team.

Ordering

Q How can I purchase goods?

Answer You can purchase goods online and from any M&Co. store nationwide. Use the Store Finder link to find your nearest store.
You can also place your order over the phone by calling 08000 317 200.
If you are looking for a particular item and you cannot see it online, please call for free on 0800 0317200 and we may be able to source it for you.

Q How do I find any items I am looking for?

Answer It's easy! Firstly select a department from Womens, Mens, Kids, Kylie and Home and then pick the category you're looking for like tops. If you know what you're looking for, you can enter the description (e.g. Short sleeve frill blouse) in the keyword search bar at the top right of the page and click SEARCH. If available, it will take you straight to any matching items.
Alternatively you can click on our different collection pages to see our newest trends, new arrivals for the latest additions or special offers for some great bargains.

Q Are the pictures shown on the website an accurate representation of the actual product?

Answer Every effort is made during the photography process to ensure that the final picture that appears on the website is an accurate representation of the actual product. If you have any queries about any product image, please phone for free on 0800 0317 200 or email us at customer-services@mandco.com

Q How do I order when I have selected the items(s) I wish to purchase?

Answer Select the image and follow the 'more info' links to get a more detailed description of the item you have selected.
Use the size a grid to find out if we have your size available.
If you would like to buy this item then simply click on your chosen size from the grid. This will add the item to your shopping bag.
The top right hand side of the screen shows you how many items you have in your shopping bag and the total cost of your selections.
To see a more detailed, itemised list of you selections simply click on 'View' or the number of items or price.
From here you can update you order by either changing the quantity of items you have chosen or remove the item from your shopping cart or if you want to browse for further items you can also choose to continue shopping.
You can return to your shopping bag at any time by selecting the icon at the top of the page.
Don't forget to look at our recommended complementary items to complete your outfit.

Q I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?

Answer If the size has our email back in stock option available, select it, enter your email address and we will let you know as soon as it is back in stock and available to purchase.
If your size appears out of stock, please phone for free on 0800 0317 200 or email us at
customer-services@mandco.com and we will try to source one for you.

Q Can I order from outside the UK?

Answer Customers from abroad can both register and place an order, as long as the order is for delivery to one of our specified destinations.

Q What can I do if I can't find the product I'm looking for online?

Answer If you have a seven digit product code you can type this directly into the keyword search bar. If you cannot find the item, please phone for free on 0800 0317 200 or email us at customer-services@mandco.com and we will help you locate it or provide information about its availability.

Q Why do you need my personal details when I order?

Answer We do require your name, address, and postcode to ensure we send your order to the right place. We only ask for a contact telephone number in case we need to contact you regarding your order. For online ordering we need your email address in order to send your confirmation email to you. Also sign up for our newsletter and we will keep you in touch with our latest collections and offers.

Q Can I purchase gift vouchers online?

Answer Unfortunately you cannot currently purchase gift vouchers online - please note we are working to make this feature available soon. Please visit any of our stores nationwide to purchase gift vouchers.

Payment

Q How do I pay for my order?

Answer Payment for Goods ordered online must be made through our website using a credit or debit card Visa, Visa electron, MasterCard, Maestro, Switch, Solo, American Express or via a Paypal account. No other method of payment is accepted. Payment will be debited from your credit or debit card at the time of preparing your Goods for despatch.

Q How safe is it to pay?

Answer To ensure that shopping online is secure, your credit/debit details will be encrypted to minimise the possibility of someone being able to read your details as they are sent to us over the Internet.
We take the security of your transaction very, very seriously. All online purchases take place in a safe environment using the latest security technology to protect all of our customers. We encrypt your credit card information to ensure your transactions with us are private and protected whilst online. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection.
Our website provider is a Level 1 service provider, assessed independently and found to be compliant with the Payment Card Industry (PCI) Data Security Standards (DSS) endorsed by Visa, MasterCard and other leading card brands. Please see our full Terms and Conditions for further details

Q Can I pay using Paypal?

Answer Yes you can now checkout with Paypal. Please note any returns made with Paypal as the original payment method must be returned via the free returns label. They cannot be returned to store.

Q Can I pay using American Express?

Answer Yes we now accept American Express.

Q Can I pay using M&Co gift vouchers?

Answer Unfortunately you cannot pay for orders online using M&Co gift vouchers that have been purchased in one of our stores.

Q Can I cancel my order?

Answer You can cancel your Order for any reason within 15 working days of receipt of your goods for a full refund. To cancel your Order please write to us at: Web Team, Caledonia House, 5 Inchinnan Drive, Inchinnan, PA4 9AF
Or email us at customer-services@mandco.com. Download our standard cancellation/withdrawal form. After this period, we will give you a further 13 day period to cancel your Order and obtain a refund. To cancel your Order within this 13 day period and obtain a refund you must return the Goods together with the returns form (enclosed with your Order of Goods). Details on how to return the Goods are given above in the exchange/return section.

Q How do I claim my discount?

Answer Proceed to checkout. At the Order Summary screen, click on the tab in the top right corner that says 'Use promotional code'. Enter your promotional code here. Please note that you can only use one promotional code per order placed unless otherwise stated. See individual voucher for full terms and conditions.
This should automatically apply your discount. Any multi-buy offers, for example 2 for £20 will calculate automatically and adjust your order total.

Q What are your delivery costs?

Answer UK Delivery costs will be £3.50 for Standard Delivery and £4.95 for Express Delivery. Where the total cost of a UK Delivery Order is less than £5, the Order will be sent by standard postal delivery at a cost of £3.50. There is a free delivery option available on orders over £40 but please note it does have terms and conditions attached to it. Republic of Ireland delivery costs will be £6. Deliveries to the rest of Europe will be £7.50.

Delivery

Q When will my order be delivered?

Answer Please see our Delivery Information page for a full breakdown of delivery timescales including international delivery.

Q What will happen if I am not at home to sign for the package?

Answer You will be left a card informing you that the package is available for pick-up from your post office. If the goods are returned to us as undeliverable we will treat the contract as cancelled and the money paid to us, excluding the delivery charge, will be refunded to you.

Q Where do you deliver to?

Answer Please see our Delivery Information page for a full breakdown of worldwide delivery destinations.

Q What are your delivery options?

Answer Please see our Delivery Information page for a full breakdown of delivery destinations and timescales including international delivery.

Q Do you deliver to BFPO?

Answer Yes we offer delivery to BFPO addresses

Exchange/Return

Q How can I exchange goods?

Answer Please refer to our Returns & Exchanges page for information about returning and exchanging items.