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FAQ

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).

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.

Refunds when payed by gift cards

Return made via postal services
If you want to return items that were paid for using only H&M Gift Cards, then you will be issued an e-gift card with an updated balance, even if you payed with a physical gift card. You will receive your new H&M E-Gift Card via email. If you used a combination of payment methods, you will be refunded to an e-gift card first. For example, if you used a combination of gift card and credit card. The return amount will be added to a gift card first. The rest will be refunded to the credit card you used at the time of purchase.

Example:
If you have ordered items for 400 and payed 200 with a gift card and 200 with a credit card and later return items to a value of 300, you will receive 200 to a new gift card and 100 to the credit card you used at the purchase.

What happens if I return items purchased using a discount?

If you used a discount code on your purchase please note that this code was unique to that specific order. You cannot reuse the discount code if you make a return.

I have lost my returns note, what should I do?

If you have lost your returns note you can print a new one here or contact Customer service for help.

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.

How will I be informed that my return has been processed?

Once we have received your return shipment at our warehouse, we will send you a return notice via email, confirming receipt of the parcel.
We will provide a refund using the same method you used to make your purchase. Please allow up to 14 days before these funds show in your account/card statement.

Can I return jewellery, underwear and swimwear purchased online?

For hygiene reasons, jewellery or items of clothing such as swimwear and bottom of underwear cannot be returned.

Do I need to pay for my return?

Your return will cost ¥1,95. This will be deducted from the refund that you will receive

Where do I send my returns?

You find the address on the pre-printed return note that you received with your parcel.
If you have lost your return note, please send your item(s) to:

H&M/LF warehouse A3,  #718, Xinsheng RD. (close to Yanhudadao), Huaqiao town, Kunshan city, Jiangsu, P.R.China, Jiangsu Friend Co., ltd.