When Will M&S Be Back Online – Recovery Timeline 2025
Marks & Spencer has provided clear milestones for its recovery from the April 2025 cyber incident, with online orders resuming in June and full digital services expected by August. Customers seeking updates on when M&S will be back online can track the company’s progress through official channels.
The retailer suffered a ransomware attack beginning around April 17, 2025, forcing the suspension of online orders, website checkout, and Click & Collect services. Since then, M&S has gradually restored functionality, with the CEO confirming in July that complete online operations would return within four weeks.
This article consolidates the latest available information on M&S’s recovery timeline, current service status, and what customers can expect going forward.
When Will M&S Resume Online Orders?
Ongoing recovery since April 2025
Resumed June 12, 2025
Expected August 2025
Fashion, home & beauty delivery
Key Recovery Insights
- M&S CEO Stuart Machin stated on July 1, 2025 that the company would be “fully online within four weeks”
- Online orders officially resumed on June 12, 2025, after being suspended since April 25
- Fashion, home, and beauty categories became available for UK home delivery by late 2025
- Flowers and gifting services resumed per official M&S updates
- Click & Collect services returned during the recovery phase
- Sparks loyalty offers were temporarily paused during the incident
- In-store shopping remained available throughout the cyber incident
| Service | Status |
|---|---|
| Online Orders | Resumed June 12, 2025 |
| Full Online Services | Expected by August 2025 |
| Website/App Checkout | Issues reported during recovery |
| Click & Collect | Resumed post-incident |
| Stock Checker | Manual processes during outage |
| Returns | Manual handling in stores |
What Is the Current Status of M&S Online Services?
Website and App Availability
The M&S website returned to read-only mode on May 21-22, 2025, allowing customers to browse products while checkout remained disabled. Full online ordering capabilities were restored incrementally, with fashion, home, and beauty items available for UK home delivery by late 2025.
The M&S mobile application experienced similar disruptions, with checkout functionality affected during the recovery period. The company advised customers to monitor its official help pages for real-time status updates on specific services.
Customer Data and Security
On May 13, 2025, M&S confirmed that hackers had stolen customer data including names, addresses, email addresses, phone numbers, dates of birth, and order histories. The company stated that no payment cards or passwords were compromised. Affected customers received notifications and passwords were reset as a protective measure.
M&S confirmed no evidence that stolen customer data has been shared publicly. The company continues to work with law enforcement and cybersecurity experts to monitor the situation.
Are There Ongoing Issues with M&S Website, App or Checkout?
Reported Technical Difficulties
Customers have reported continued issues with website and app functionality during the recovery phase. Checkout processes on both the website and mobile application experienced delays and errors as M&S worked to restore full system capabilities.
The stock checker functionality remained unavailable during the peak disruption period, forcing stores to conduct manual inventory checks. This impacted supply chain visibility and contributed to bare shelves in food halls during April and May 2025.
Recovery Progress
M&S engaged cybersecurity experts and worked closely with the UK’s National Cyber Security Centre throughout the incident. The company implemented modified in-store processes to maintain operations while digital systems were restored. By late June and July 2025, significant progress had been made in returning services to normal operation.
If you experience checkout issues, try clearing your browser cache, using a different payment method, or checking during off-peak hours. M&S advises remaining vigilant against phishing attempts claiming to be from the retailer.
What About M&S Stock Checker, Returns and Click & Collect?
Click & Collect Status
Click & Collect services were disrupted from Easter weekend (April 19-21, 2025), when the service began experiencing failures alongside contactless payment issues. Kiosks and pickup systems remained offline during the initial phase of the incident, with stores implementing manual handling procedures for customer collections.
The service resumed during the recovery phase, allowing customers to collect online orders from stores once again. M&S updated its official shopping guide to reflect available services during the recovery period.
Returns Processing
Returns kiosks were offline during the disruption, with stores processing returns manually using pen-and-paper tracking systems. This extended processing time for customer returns, though the service remained available in physical stores throughout the incident.
Stock and Inventory Systems
Automated stock systems were taken offline during the cyber incident, affecting the retailer’s ability to track inventory accurately. This disruption impacted supply chain operations and contributed to inventory shortages in some food hall departments. Manual stock checks became standard practice during the recovery period.
During the recovery period, some services may experience intermittent issues. M&S recommends checking the official corporate cyber update page for the most current service availability information.
Timeline of M&S Online Services Recovery
The following timeline documents key milestones in M&S’s recovery from the April 2025 cyber incident:
- April 17, 2025: Initial cyberattack occurs; attackers gain access through social engineering
- April 19-21, 2025: Easter weekend glitches affect contactless payments and Click & Collect nationwide
- April 22, 2025: M&S confirms cyber incident to stock market; reported to National Cyber Security Centre
- April 23, 2025: Hacking group DragonForce claims responsibility via email to CEO
- April 25, 2025: Online orders fully suspended via website and app
- May 13, 2025: M&S confirms customer data theft; affected users notified
- May 21-22, 2025: Website restored in read-only mode; £300M profit impact forecast
- June 12, 2025: Online orders resume with limited stock availability
- July 1, 2025: CEO states M&S will be “fully online within four weeks”
- Late 2025: Fashion, home, beauty, flowers, and gifting available for delivery
What Is Certain and What Remains Unclear
| Established Information | Information That Remains Unclear |
|---|---|
| Online orders resumed June 12, 2025 | Exact date for complete system restoration |
| Fashion, home & beauty delivery available | Full scope of remaining technical issues |
| Customer data (non-financial) was stolen | Whether additional data categories were affected |
| CEO confirmed “fully online within four weeks” from July 1 | Status of Sparks loyalty programme fully restored |
| No evidence stolen data has been shared publicly | Long-term security measures implemented |
| Click & Collect has resumed | Whether all app features are fully functional |
Background on the M&S Cyber Incident
The attack on M&S forms part of a broader pattern of cyber incidents affecting UK retailers in 2025. The same threat actors, linked to the group known as Scattered Spider, were also connected to an attack on Co-op. Industry analysts classified these incidents as “Category 2 systemic events” with estimated total costs ranging from £270 million to £440 million across affected retailers.
M&S shares dropped approximately 7% following the incident announcement, though the company moved to mitigate financial impacts through insurance claims and cost reduction measures. The retailer engaged leading cybersecurity firms and coordinated with law enforcement agencies including the National Cyber Security Centre throughout the recovery process.
Sources and Official Statements
“We will be fully online within four weeks.”
— Stuart Machin, CEO of Marks & Spencer, speaking to BBC on July 1, 2025
“We notified customers whose data was involved and reset their passwords as a precautionary measure.”
— M&S official statement, May 13, 2025
Primary sources for this report include M&S corporate communications published on their official cyber update page, the retailer’s customer help and support page, and reporting from BBC News and MoneyWeek. Security researchers at Blackfog, TenIntel, and MTI provided additional context on the technical aspects of the incident.
Summary and Next Steps
M&S online services have progressively recovered since the April 2025 cyber incident, with online orders resuming in June and full digital operations expected by August 2025. Customers can currently access fashion, home, beauty, flowers, and gifting delivery services, with Click & Collect also available at stores.
Those experiencing ongoing issues with website or app functionality should monitor M&S’s official communications for updates. For broader context on how UK retailers handle service disruptions, see our guide on British Gas Top Up Smart Meter – Online, Phone & Guest Guide and O2 Customer Service Opening Times – 24/7 Phone and Contact Details.
Frequently Asked Questions
Does M&S offer Click & Collect for food orders?
Click & Collect services resumed during the recovery phase following the April 2025 cyber incident. Customers should check the official M&S website for current availability by location.
How do I process an online return to M&S?
During the recovery period, returns were handled manually in stores. Customers should visit their local M&S store or check the help and support pages for current return procedures.
When did M&S online orders resume?
Online orders resumed on June 12, 2025, after being suspended since April 25, 2025. The initial resumption featured limited stock availability.
What customer data was stolen in the M&S cyberattack?
Stolen data included names, addresses, email addresses, phone numbers, dates of birth, and order histories. No payment card details or passwords were compromised according to M&S.
Is the M&S website fully functional now?
The website and app have been gradually restored, with CEO confirmation on July 1, 2025 that full online operations would return within four weeks. Some intermittent issues may still occur during the final recovery phase.
Was the M&S cyberattack linked to the Co-op incident?
Security researchers identified the same threat actors, linked to the group known as Scattered Spider, in both the M&S and Co-op cyberattacks that occurred in 2025.
How much profit did M&S lose due to the cyber incident?
M&S forecast a £300 million impact on profits due to the cyber incident. The company stated it would mitigate this through insurance claims and cost reduction measures.
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