RETURNS
Log in to the Returns Portal using your order number and the email address used to place the order. Let us know what you’d like to return and why.
Once you've registered your return via the portal, follow the instructions on how to send your return package back to us. You can track your return via our Track & Trace page, and we'll email you once we receive it.
You have 30 days to decide if an item is right for you. If you decide to make a return, head to any H&M store in Canada, or simply fill out the Return Form included in your package and send the items back to us.
RETURN POLICY
H&M will refund most items within 30 days of purchase, provided it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached, with the following exceptions:
• For hygienic reasons, bodysuits, hosiery, underwear, swimwear (excluding bikini tops), cosmetics, earrings, and face masks cannot be returned online or in stores.
• Sale items are final sale — returns or exchanges will not be accepted.
• Items marked “final sale” cannot be returned or exchanged. We reserve the right to designate any other items as non-returnable in our discretion. Any such designation will be noted on each item detail page. Items purchased with a discount code or during a site-wide promotion are not considered final sale unless they are in the SALE section. These are subject to the same return policy as full-priced items.
• We do not accept returns of restricted items. Read more about restricted items.
• Gift cards are Final Sale.
• Special collections and designer collaborations may be subject to a return policy which differs from our standard return policy above.
You cannot exchange items online. If you prefer items in another color, or size, please return the items you don’t like and place a new order on hm.com.
FREE IN-STORE RETURN OR EXCHANGE
You are always welcome to return or exchange for free in any H&M store in Canada. To return or exchange in store any articles purchased online, please bring the article(s) along with the PDF receipt (attached to the shipment confirmation email) or the packing/return slip (included in your package) within 30 days of purchase.
We accept returns of all articles with a receipt, except for final sale items and the restrictions listed above.
The following cannot be returned in stores:
• Articles from H&M HOME, Bras & Tights departments purchased online may only be returned by mail.
• Incorrect orders—such as damaged, or incorrect items—cannot be returned or processed in our stores. For missing items, please contact Customer Service for assistance.
Your refund will be issued in the original form of payment used for the order. Shipping and handling costs are not refundable. Please allow up to 14 days for your transaction to be processed.
RETURN VIA CANADA POST RETAIL CENTER ($4.99, ALWAYS FREE FOR H&M MEMBERS)
You can easily return items by following these steps:
1. Fill in the Return Form that was included in your parcel, using the code that best explains your reason for returning.
2. Place the Return Form, together with the items in a suitable bag or box, e.g. the one you received your parcel in.
3. Download the QR code to show when handing your parcel over at your local Canada Post Retail Center or print and affix the return label provided in our Returns Portal.
4. Take your parcel to a convenient Canada Post Retail Center. Please remember to get proof of postage.
We will issue a refund to the original form of payment. Please allow up to 14 days for your transaction to process.
If you have lost your return form you can print a blank one here.
If you have used or lost the pre-paid return label or have any other questions, please contact Customer Service.
We offer an exchange or refund with a receipt, within 30 days of the purchase date, using the original form of payment. All items must be returned in the original selling condition with original packaging, otherwise will be refused.
SALE items (with red sticker), bodysuits, hosiery, underwear, swimwear (excluding bikini tops), cosmetics, earrings, face masks, and gift cards are final sale.
Items purchased with a discount code or during a site-wide promotion are not considered final sale unless they are in the SALE section. These are subject to the same return policy as full-priced items.
Gift receipts follow the regular return policy; however, funds will always be applied onto a merchandise credit.
We only accept returns/exchanges with an original receipt, online receipt, or gift receipt.
• For hygienic reasons, bodysuits, hosiery, underwear, swimwear (excluding bikini tops), cosmetics, earrings, and face masks cannot be returned online or in stores.
• Sale items are final sale — returns or exchanges will not be accepted.
• Items marked “final sale” cannot be returned or exchanged. We reserve the right to designate any other items as non-returnable in our discretion. Any such designation will be noted on each item detail page. Items purchased with a discount code or during a site-wide promotion are not considered final sale unless they are in the SALE section. These are subject to the same return policy as full-priced items.
• We do not accept returns of restricted items. Read more about restricted items.
• Gift cards are Final Sale.
We will refund the value of your returned items using the same payment method initially used for the purchase. If you are an H&M Loyalty Member, the return shipping fee will be waived.
Please note that H&M will not be able to refund any additional charges that your bank might apply.
If paying by gift card issued by a financial institution, please retain the card until you have made all returns as any refunds will automatically be applied to the card used for the purchase.
CARD
If you paid by card, we will refund the balance to the card originally used.GIFT CARDS
If you paid using a physical H&M Gift Card or H&M e-Gift Card, all refunds will be issued to a new H&M e-Gift Card with an updated balance to the email on file.If you pay using an H&M Gift Card and an additional payment method, we will first refund your additional payment method in full and then place the remaining balance on an H&M e-Gift Card.
For example, you placed an order totaling $100, paying $25 with an H&M Gift Card and $75 with a credit card. You decide to return $80 worth of items. We will refund $75 to the credit card used at purchase and the remaining $5 to an H&M e-Gift Card.
PAYPAL
If you paid with PayPal, we will refund the balance to your PayPal account.If you have lost your return form you can print a blank one here.
If you have used or lost the pre-paid return label or have any other questions, please contact Customer Service.