CONTACTFAQ icon

 

By Phone
4008-215-500

Opening hours
Monday - Sunday: 09:00-22:00

By E-mail
customerservice.cn@hm.com

 

 

Online ShoppingFAQ icon

 

How to shop online?

You must be 18 years or older to place an order and provide an address in Mainland China, (excluding Hong Kong, Macau and Taiwan).Items are saved in the shopping bag for 7 days but don’t wait too long, the items are not reserved.

When you're finished shopping, click on “Shopping bag" to place your order. Price, and availability will be displayed. You may also edit your order at this time. When you’re happy with your order, proceed to checkout.

Select your preferred payment method and when ready click the button “complete purchase” . When you click the “complete purchase” button you will be redirected to the chosen payment provider’s external website, in order to complete your payment.

This may take some time. Please do not close your browser or navigate to previous page. You should then log into your account and complete the payment directly, or your order will be cancelled.

Fill in the needed details required by the payment provider in order to complete your purchase. For Alipay you have 5 hours to complete the payment for your order (as long as you logged in right after being redirected to Alipay from the H&M website).

If you pay for your items directly and successfully you will be redirected back to HM.com. Once payment is confirmed at our side we will send you an email with your order confirmation. Once confirmed at our side you can also see inside My H&M that the order status has changed to “paid”.

If you for any reason failed to complete your payment on the external payment provider’s website (or you chose Alipay and did not pay for your order within 5 hours) your order will be cancelled. You will be sent an email stating that your order has been cancelled. In that case, this email will be sent after five hours from when you tried to place your order. You can also see inside My H&M that the order status has in that case changed to “cancelled”.

Once your order has been shipped an email will be sent to notify you that your order has been shipped with a tracking number which is a link you can use to trace your order.

Once you have placed your order, you will receive an email confirmation. An additional email will be sent to notify you that your order has shipped with a tracking link to trace your order.

How can I add a discount on my order?

If you received a discount code from H&M you can enter this code at the checkout page. The field for the discount code is located on the right side above the purchased items.

An item added to my shopping bag was suddenly sold out at checkout. How is this possible?

The item is only reserved once your purchase is completed in the checkout. If an item is very popular, it might be available when you place it in your shopping bag, but sold out once you reach the checkout. An item added to your shopping bag is saved for 7 days, but availability cannot be guaranteed.

 

PaymentsFAQ icon

 

Which payment methods are accepted?

We accept Alipay, local bank transfers, China Union Pay and cards with Mastercard or Visa symbol.

When is the amount debited from my credit card?

The amount will be debited when you place the order. An order confirmation will be sent to your email.

What happens in case of returns?

If you return any items or there is a short pick and/or your order is cancelled the correct amount will be refunded to you.

 

RETURNSFAQ icon

 

How can I book a return?

If you want to return anything please use the following steps to return your items to H&M:
1) Tear off the Return form in the delivery note that was sent with your products, and fill in the code that best explains the reason for your return.
2) Place the item(s) you wish to return in it's original packaging with the Return Form in the bag/box that your order arrived in. Please remember that the Return form must always be enclosed with the merchandise.
3) You need to arrange the return shipment to us with a normal courier and bear the cost for the return yourself. Contact a courier of your own choice (except China Post and Self-pick up shipments) and send your bag/box to following address: H&M / LF Logistics, Warehouse A3 of the Phase I Logistics Park, Jiangsu Friends Warehousing Co., Ltd.,No. 718, Xinsheng Road, Huaqiao, Kunshan City, Jiangsu Province, China., Postcode: 215300.
4) Make sure to keep the top part of the return form or write down your order number, if you should need to contact Customer Service later.

 

Can I return my purchased items?

You may cancel or return your order provided that the items which you wish to return are received by us no later than 30 days from the date of your receipt. (For shoes we have a separate return policy. Please read more under Return Policy for Shoes.) If you have been charged for the items, you will receive a refund, which will include H&M's standard delivery costs (if applied) and exclude the value of any discounts or vouchers as well as the delivery cost of the return of the items to H&M. We will refund your purchase provided that the item was purchased on hm.com, and that the item is returned in the same condition it was in upon your receipt. This means the item must not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags must remain attached and be intact.

Please note that we are unable to handle product exchanges, for example another size or color. Neither can items purchased online be returned in our stores.

If you have any questions about returns please contact our Customer Service by chat or phone 4008-215-500 (local phone charge applies).

Who arranges and pays for the return shipping?

Please note that the return shipment needs to be handled and paid for by yourself. You may use a courier of your choice, with the exception of China Post and Self-Pick Up shipments.
If we determine that the return is due to a mistake made by us, you will receive a credit voucher as reimbursement for the courier cost of such return shipment (up to 20 ¥). The credit voucher can be used for purchases at hm.com. Should you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded. Please note that we only accept prepaid returns, we do not accept returns that are cash on delivery. If you have requested and received a fa piao, the fa piao must be returned together with the product in order for us to be able to process your return.