Marks & Spencer (M&S) has officially resumed its click and collect service, 15 weeks after the retailer was rocked by a crippling cyber attack that forced a halt to online orders and in-store collections. The incident, described as “hugely damaging”, saw M&S pause clothing and home purchases via its website and app, as well as its popular collection service on 25 April 2025.
Online orders were restored on 10 June, and the retailer has now confirmed via its website that customers may once again use click and collect. Additionally, shoppers can return their online purchases at any M&S store. This marks a significant step in bringing the retailer’s digital operations back to normality.
The breach resulted in the theft of some customer data, prompting M&S to advise its clientele to remain cautious about communications purporting to be from the company, including emails, calls, or texts. The hack did not only disrupt online trading; it left some M&S shops with empty shelves in the immediate aftermath, further underlining the scale of the disruption.
M&S projects that the cyber attack will shave approximately £300m off its expected profits for the current year, although the company remains hopeful that its insurance policies may alleviate part of these losses.
In July, chief executive Stuart Machin reassured investors that M&S would be “over the worst” of the cyber attack’s consequences by August. Despite lingering effects, the firm has made notable progress in restoring affected services.
While no official confirmation has been given about the perpetrators, M&S has previously acknowledged the attack as a ransomware incident. The National Crime Agency (NCA) identified the cyber-criminal group Scattered Spider as central to the investigation in May. Police later arrested four individuals in July during enquiries into cyber-attacks targeting both M&S and the Co-op, though all have since been released on bail pending further investigation.
The long-awaited reopening of click and collect stands as a testament to the retailer’s resilience, aiming to regain customer confidence following one of the most challenging chapters in its history.
