M&S click and collect service back in stores
Marks and Spencer click and collect is finally back after a months-long pause caused by a significant cyber incident earlier this year. The service, which allows customers to order clothing, home, and beauty items online for in-store pickup, was suspended in April 2025. Many shoppers have been eagerly awaiting its return, and the move marks a key step in restoring normal operations for the retailer.
Timeline of the M&S click and collect disruption
The cyber incident was first disclosed on April 22, 2025, forcing M&S to halt deliveries and in-store collections just days later. While online home delivery orders resumed in June, click and collect remained unavailable for nearly four months. The extended outage caused inconvenience for customers and was expected to cost the company hundreds of millions in lost sales and operational disruptions.
Financial and operational impact of the outage
M&S initially estimated the cyber incident could reduce its operating profit by around £300 million this fiscal year. However, through insurance claims and cost-control measures, the retailer now hopes to reduce the financial hit by half. The prolonged downtime highlighted the increasing risk of cyberattacks on major retail operations, underscoring the importance of robust digital security systems.
What the return of click and collect means for customers
With click and collect now restored, customers once again have the convenience of shopping online and picking up orders at their preferred store. This is expected to boost sales ahead of the busy shopping seasons and help rebuild customer confidence. For M&S, the return of this service is more than operational—it’s a sign that recovery from the cyberattack is well underway.
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