TERMS & CONDITIONSFAQ icon

 

1. General
The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with H & M Hennes & Mauritz UK Ltd, 1413450, hereinafter referred to as “H&M”, "us" or ”we”, at the H&M website, mobile website, or mobile application, or via telephone (jointly referred to as ”hm.com”).

By using hm.com and/or placing an order, you agree to be bound by the terms and conditions set out herein (the ”Terms”). Please make sure you have read and understood the Terms before placing your order.

Only persons 18 years or older, who are not under guardianship, with a residential address in the UK (excluding the Channel Islands, BFPO and mail forwarding companies) can place an order.

The inclusion of any products or services on hm.com at a particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time.

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on hm.com at the time you place your order.

H&M want to provide the best possible online experience. To make this possible we need to ensure that our services runs like a clockwork. You understand and agree not to (i) post, transmit, redistribute, upload, or promote any communications or content that could harm or negatively impact our business, products or services; (ii) act in a manner or employ any device that restricts, impairs, interferes or inhibits any other user from using or enjoying the hm.com site, or which impacts the security of the site, or (iii) employ any device or attempt to use any engine, software, tool, agent, script or other device or mechanism (including without limitation spiders, bots, crawlers, avatars or intelligent agents) to navigate or search the site, or to copy content from the site. We reserve the right to immediately bar access to the site and close the account of any user who violates this provision or any other provision in these terms and conditions.

 

2. Prices and delivery charges
The prices displayed at hm.com include the statutory Value Added Tax but do not include a delivery charge.

The delivery charge for each order will be the same, regardless of the size or weight of your order. The cost for each delivery method is clearly indicated during the check-out process. Our standard delivery fee is £3.99. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries. Prices in store, catalogue and online may vary.

 

3. Ordering/conclusion of contract
The ordering options available to you are via hm.com or telephone. Please visit our customer service pages for further information.

Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity. If we have already received payment for such order, we will attempt to refund the applicable amount using the same method used to make the payment. If, for any reason, alternative arrangements are necessary, an H&M representative will contact you to settle the refund.

 

4. Delivery
H&M exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your order to an address in the UK, in accordance with your selected delivery option. Unfortunately we are unable to deliver to the Channel Islands, BFPO and mail forwarding companies. (Due to transportation restrictions some cosmetic items cannot delivered to Northern Ireland, Isle of White, Isle of Man, Shetland Islands, Orkney Islands, Scilly Islands and Scottish Isles. Read more here.

H&M endeavours to dispatch orders in the fastest possible time and in the order in which they are placed. We aim to deliver within 2 to 3 days following confirmation of an order, unless otherwise agreed. Please allow for an extra 1-2 working days for deliveries to Isle of Man, Northern Ireland and Scottish Islands. Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. In the unlikely event the delivery time exceeds 30 days, you may cancel your order.

Before you place your order, you will be informed of the expected delivery details. Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation with your expected delivery details.

You will find the full Delivery Policy at hm.com.

If your order does not arrive by the scheduled date, please contact H&M Customer Service via telephone at 0344 736 9000 (calls from a UK landline will be at the basic national call rate, mobiles may vary), or via email customerservice.uk@hm.com.

 

5. Withdrawal of Order
You may cancel or return your order from the date you place the order until 28 days after receipt of the ordered items. If you have been charged for the items, you will receive a refund which will include H&M's standard delivery costs. Should you choose to keep certain items and only partially cancel your order, the delivery cost will not be refunded. You will find the full Return Policy at hm.com.

If you wish to cancel or return your order, please provide us with notice in writing either by post, preferably by using the pre-printed return form in your parcel, or by sending a letter to H&M Customer Service, 
PO Box 24005, Edinburgh EH1 9AG; or by fax 0844 736 9040; or via email to customerservice.uk@hm.com; or by filling in and submitting the standard form issued by your local Consumer Rights Authority; and return the item(s) to us as set out in section 6 (Returns) below within the 28 day period set forth in section 5.1 above. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance) as soon as possible and at the latest within 14 days of receiving your notice of cancellation, provided we have received the items or evidence of you having sent back the items. Another payment method may be used for the refund, provided that you consent to such change; in any case this will not generate any additional charges.

If the item you have received is defective, please notify H&M promptly and return the item in accordance with section 6 (Returns) below. H&M will, for any products deemed defective, provide a full refund. The provisions set forth herein do not limit any applicable statutory rights.

 

6. Returns
H&M guarantees a full refund of the returned items in accordance with section 5 (Withdrawal of Order), provided that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact.

All our parcels contain a pre-printed return form for you to use if you decide to return any items. You will find more detailed information regarding our return process on the delivery note and in our Returns and Refund Policy.

You may bring the item(s) you wish to return to any H&M store in the UK (excluding H&M Selfridges and Wembley outlet), provided that you bring your shipping confirmation email to the store. If a debit or credit card was used to make payment at hm.com, the store will refund the applicable amount to the same debit or credit card you used for your initial purchase. If you chose another form of payment when you purchased the item(s) at hm.com, a merchandise card will be issued at the store. Returning your item(s) at a store and receiving a merchandise card means that you will still be obligated to pay the applicable invoice or payment slip in parcel. A merchandise card may be redeemed at any of our H&M stores in the UK. The store will not be able to refund any charges such as the delivery fee. Defective items may also be returned at any H&M store in the UK.

 

7. Payment methods
You can pay for your goods in various ways as set out below.

 

Payment before delivery

Credit card or debit card
You can enter your payment details at the time you place your order using a valid credit or debit card (VISA or Mastercard). The applicable amount will immediately be reserved on your card but will not be debited until the goods are dispatched. H&M reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

 

Payment after delivery

Invoice - pay within 20 days
The payment request is sent to your e-mail address when the order is shipped. Payment information can also be found on the delivery note, enclosed in the parcel. The statement will show the total amount due including VAT and delivery charges. Payment is due within 20 days after the statement date.

Pay next month
All items you purchase and receive within one month are included in one statement, which is sent to you the following month. A fee of £1.25 will be added to the amount payable. Payment is due at the end of the month in which the statement is issued.

Payment in instalments
This payment method is only available for existing instalment accounts. H&M will charge an interest on your account balance. The current annual percentage rate of interest is 17.9 % and the applicable monthly rate is 1.38 %. Further information relating to payment by instalments is available in the pre-contract credit information.

H&M reserves the right to review your application for "invoice" and/or "pay next month" and to refuse it, limit it, demand an advance payment or suggest an alternative method of payment. We will review your credit history with credit and fraud prevention agencies when you apply for "invoice" and/or "pay next month" with us and, for any significant increase in your credit limit and periodically to manage your account. When a credit reference agency receives a search from us they will place a search footprint on your credit file that may be seen by other organizations. We will also share your personal data with credit reference agencies, fraud prevention agencies and other similar bodies in relation to the use of your account. The charges and rates of interest specified below may be varied from time to time by notice from H&M to you.

Arrears. You fall into arrears if your statement or instalment account is not paid by the due date. The total amount owed by you to H&M becomes payable immediately, or, in the case of customers paying by instalments, following notice from H&M to that effect. H&M will send you a payment reminder letter requesting payment immediately. If you have still failed to pay the overdue amounts H&M will send you a ”Notice of Default”. We will charge you £7.00 for each payment reminder letter and a further £12.00 for any Notice of Default

Please note that we are unable to accept gift cards and merchandise cards as forms of payments via hm.com.

Please note that we do not accept cash or cheques. If you wish to pay by cash/cheque please pay at your bank or a Barclays bank using your payment slip. H&M reserves the right to charge £15 for costs arising for any cash/cheques received.

 

8. Our Liability
Nothing in these Terms shall exclude or limit H&M's liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability.

H&M accepts liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents. If we breach these Terms, we shall only be liable for losses which are a reasonably foreseeable consequence of such breach.
H&M is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident and terrorist activity.

Our maximum liability to you for any loss or damage arising in connection with your order on hm.com shall be limited to the total price of your order.

If you have a problem with a product that you have purchased from H&M online, and were not able to settle the complaint with H&M, then you can submit your complaint to the EU’s online dispute resolution platform (the “ODR platform”).

The ODR platform offers consumers and traders within the EU with the possibility to try and reach an out-of-court settlement for complaints arising from online purchases. This single entry point is designed to be a user-friendly and interactive website, available in all EU official languages and free of charge. Using the ODR platform the consumer and the trader can find a dispute resolution body and then go through the process of finding a solution to the consumer’s complaint. The ODR platform is available here: http://ec.europa.eu/odr.

 

9. Colours
We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours.

 

10. Guarantee
If there are defects in the goods you have purchased, H&M abides by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by returning the goods to us without delay by using the provided pre-printed return form.

 

11. Assignment
H&M reserves the right to assign or pledge to third parties any claim(s) for payment including any payment instalments which have arisen in connection with the delivery of goods.

 

12. Severance
If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

 

13. Ownership of rights
All intellectual property rights, such as trademarks and copyrights at hm.com remain with H&M Hennes & Mauritz AB and its subsidiaries or licensors. Any use of hm.com or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of H&M.

 

14. Company Information
H & M Hennes & Mauritz UK Ltd
Registered office: 25 Argyll Street
London, W1F 7TS
Registered number: 1413450
VAT no: 243070692
Registered in England and Wales.
A list of directors is available at the registered address.
Authorised and regulated by the Financial Conduct Authority.

Contact Details: H&M Customer Service
Email: customerservice.uk@hm.com
Phone: 0344 736 9000 (Calls from a UK landline will be at the basic national call rate, mobiles may vary).
Fax: 0844 736 9040

09 06 2015