Coronavirus FAQ’s | Customer Service | H&M
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WE HAVE SOME GOOD NEWS!

After a challenging time, we’re happy to share that all our stores are open!

Please keep in mind that things aren't quite back to normal yet, so some services may not be available.

In-Store Shopping:

  • -We are offering same day delivery from select store locations via the Cornershop and Instacart apps. Curbside pickup from select stores is also available via Instacart. For more details, visit cornershop.app or Instacart.ca.
  • -We have implemented new safety measures for staff, including social distant checkout lines and cashless checkout.
  • -Garment Recycling is on pause for all store locations. We will keep you informed of any updates!

 

Online Shopping:

  • -We are currently offering free standard delivery on orders over $50.
  • -We have additional health and safety measures in place to protect our logistics team, including staggered break times, expanded workspaces and increased cleanings.
  • -Our delivery services have also adapted their processes by keeping a safe distance, offering safe pickup locations, and not requiring a signature for packages.

 

Returns:

  • -Please visit our Online Returns or Store Returns page for more details.
  • -Due to additional safety measures in place, it is taking a little longer to process returns. You will receive an email once your return has been processed. We appreciate your patience.

Please see answers below for additional information on how the current situation may impact your H&M shopping experience.

We sincerely apologize for any inconvenience and hope that you’ll bear with us during this unusual time.

Thank you for your continued loyalty and support.

Love,

H&M

  • Most of our stores have reopened based on advice and recommendations from governments and the relevant authorities in each of the provinces that we operate in. To see if your local H&M is open, please check our Store Locator. In order for you and our staff to feel safe, we kindly ask you to keep the safety measures provided by the local authorities in mind.
    • Please visit our Online Returns or Store Returns page for more details.
  • You are always welcome to return or exchange for free in any H&M store in Canada. You have 30 days to decide if an item is right for you. Please visit our Online Returns page for more details.
  • No, our Garment Collecting service is closed for the moment. As soon as we have the capacity, we'll be happy to take care of all your unwanted garments and textiles. 
  • Yes, we’re currently open at hm.com and in all our stores.
  • Our delivery services are also working hard to adapt during this time, including maintaining a safe distance when delivering parcels, offering safe pickup locations, and not requiring a signature for packages.
  • Please confirm your shipping address in the checkout stage. We are unable to make any changes after an order is placed.
  • Due to increased safety measures we're taking, processing returns is taking longer than expected. You will receive an email once your return has been processed at our warehouse and then you will be refunded to your original payment method.

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