RETURNSFAQ icon

 

FAQ

How can I return?

All our parcels contain a return form to use when you send items back. Fill in the return form using the code that best explains the reason for your return, and place this, together with the item(s) you wish to return in the parcel your order arrived in.

To return, just choose one of the four free and flexible return options below:

Free return via Hermes courier – Free return via Hermes courier

You can easily arrange for a Hermes courier to pick up your return yourself via the Hermes portal. When clicking on the link you will be redirected to right page immediately, and you just need to enter your order reference number and select the date and time for the pick up.

Please note that you do not need to print the return label from the portal if you use the self-adhesive return label included on the Delivery note

You can also arrange for a Hermes courier to pick up your return using their contact information provided on the yellow sticker attached to the parcel, or contact H&M Customer Service on 0344 736 9000 (Calls from a UK landline will be at the basic national rate, mobiles may vary).

Free via Hermes Parcel shop

Attach the self-adhesive return label, which you can find on the Delivery note and take the parcel to a convenient Parcel shop of your choice.

Free via Royal Mail (Post office)

Attach the Royal Mail return label, found in the parcel or you can print a free return address label via Royal Mail, and take your return parcel to the nearest Post Office. Please remember to get proof of postage.

Return in store

You are always welcome to return, or exchange in any H&M store in the UK , excluding H&M Selfridges and outlet stores. Just show your e-receipt (sent when your parcel was dispatched) on print or on smartphone, make sure that the barcode is clearly visible. Please note - Only purchases paid by card can be refunded as original payment method. If you have paid using one of our credit options, we will offer a merchandise card and your credit balance will still be payable. The merchandise card can be used in all H&M stores across the UK (not online). The store will not be able to refund any charges such as the delivery fee.

For more information about returning a restricted item, click here.

How will I be refunded?

Return made via Hermes or Royal Mail:

Your balance will be refunded within 14 days after you returned the items.

Your refund will be payable with the same payment method you chose for purchase. If you have paid by invoice, pay next month or by monthly instalment, we will add this credit to your H&M account balance. If you have paid by credit or debit card, we will refund the balance to the card originally used.

Your refund will be payable with the same payment method you chose for purchase.
 
If you have paid by credit or debit card, we will refund the balance to the card originally used.
If you have paid with PayPal, we will refund the balance to your PayPal account.
If you have paid by Invoice, "Pay Next Month" or by monthly instalment, we will add this credit to your H&M account balance.

Visit My H&M to check the status of your returns and the amount owed to you. Returns are free if the prepaid label is used.

Return made in 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. This merchandise card may be redeemed at any of our H&M stores in the UK.

If you have an outstanding balance on your H&M account and receive a merchandise card, the balance will still be owed to H&M. The store will not be able to refund any charges such as the delivery fee.

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.

Return made in store
If you paid using an H&M Gift Card and wish to return your purchase to an H&M store, you will be issued a new physical gift card, or a merchandise card.

If you used a combination of payment methods, you will be issued the whole amount to a new physical gift card, or merchandise card.

However, if you wish to be refunded the exact same was as you paid at purchase, you are always welcome to return as recommended by your Delivery note you have received.

Do I need to pay for my return?

All returns are free of charge.

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

Once we have received your return shipment in our warehouse, we will send you a notice of cancellation via email, confirming receipt of the parcel.
We will provide a refund using the same method used to make the payment within 14 days of receiving your notice of cancellation, provided we have received the item or evidence of you having sent back the item.

I have lost my Return Form, what should I do?

If you have lost your Return Form, you can print it here or contact Customer Service to help you.

I HAVE LOST THE RETURN LABEL; HOW CAN I SEND A RETURN?

Each parcel contains a return label for both Hermes and Royal Mail.

If you have lost the self-adhesive return label you can create a free replacement via Hermes portal. Just attach the printed return label to you parcel and either take it to a Parcel Shop of your convenience, or arrange a courier pick up.

Or you can print a free return address label via Royal Mail, and take your return parcel to the nearest Post Office. Please remember to get proof of postage.

You can also use the address below. Please note that this will be at your own cost.

H&M Hennes & Mauritz
c/o XPO Logistics
Radial Point
Stoke-On-Trent
Staffordshire ST4 4EX

 

Right of withdrawal
You always have the right to withdraw from your order within 28 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply fill in the return form attached in your parcel and return the goods to us, using the pre-paid return label we have provided you with. You will find the instructions on how to do this on the delivery note in your parcel.


However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order, before the withdrawal period has expired.
H&M Hennes & Mauritz UK Ltd Customer service, PO Box 24005 EDINBURGH, EH1 9AG or via email or phone.

Effects of withdrawal
We will refund all payments received from you, including the costs of our standard delivery option, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event no later than 28 days from the day on which you received your item(s). All our parcels contain a pre-paid return label for you to use when you send the items back. If you want us to pick up your parcel at home; please see instructions on the delivery note and at hm.com.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.