Terms & Conditions


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 (Shanghai) Commercial Co. Ltd, 310000400489745, hereinafter referred to as “H&M”,  ”us ” or ”we”, at the H&M website, mobile website, or mobile application, or order form in catalogue (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 16 years or older, who are not under guardianship, with an address in Mainland China, excluding Hong Kong, Macau and Taiwan, 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. If the VAT rate applicable on the date of the order is changed after the order has been made, the change of VAT amount will be reflected in the price of items without you being notified.

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 10 ¥. 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 and online may vary.


3. Ordering/conclusion of contract

You can place an order via hm.com. 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 a processing email. 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 a residential address or other address in Mainland China, in accordance with your selected delivery option. Unfortunately we are unable to deliver to Hong Kong, Macau or Taiwan.

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 7 working days following confirmation of an order. 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 a processing email. Once your order has been shipped, you will receive an email confirmation with your expected delivery details.   

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

If your order does not arrive by the scheduled date, please contact H&M Customer Service. Chat with a Customer Service representative at HM.com, or call: 4008-215-500 or send an email to: customerservice.cn@hm.com. Calls cost 0.19 ¥ per minute from a landline (mobile prices may vary).


5.  Withdrawal of Order

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 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 (if applied) and exclude the value of any discounts or vouchers as well as  the cost of the return of the items to H&M, should such return cost have been generated. The return shipment will be handled and paid for by you in accordance with section 6.3 below. If we determine that the return is due to a mistake made by us, you will receive a credit voucher as reimbursement for the cost of such return shipment (up to 20 ¥). 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 Returns Policy at hm.com.                                                                         

If you wish to cancel or return your order, please ship back the items which you wish to return, including the filled-in pre-printed return form ("Return Form") in your parcel, or the order number, in each case within the 30-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 7 days of receiving your returned package. 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 by us, provide a full refund, as well as a credit voucher for the cost of the return shipment (up to 20 ¥.). The provisions set forth herein do not limit any applicable statutory rights.


6. Returns

H&M guarantees to refund any returned item in accordance with section 5 (Withdrawal of Order), 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. We reserve the right to reject returned items which we determine have not been purchased on hm.com; e.g. items purchased at an H&M store; and items returned without a completed Return Form or order reference number. We cannot exchange one item for another, i.e. to another size or other colour. Any discounted amounts will not be refunded. For hygiene reasons, jewellery or items of clothing such as swimwear and any form of underwear cannot be returned.

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

The return of an item will be arranged and paid for by you. As the return shipment will be handled by you, H&M cannot be responsible for your return package while it is in transit. You may use a courier of your choice, with the exception of China Post and Self-Pick Up shipments. We can only accept returns with the return shipment cost pre-paid by you, and will not accept returns for which the shipment cost needs to be paid by us on delivery. The lower half of the delivery note (the Return Form), or the order number of your parcel, must be included in your return package for us to be able to process your return. Please send the return package to the 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.

H&M reserves the right to take measures to end any perceived misuse of vouchers, coupons, discounts or other similar offers, including withdrawal of the same without prior notice. Any vouchers issued to you are non-transferable and can only be used one time, at hm.com. Should the purchase amount be less than the value of the voucher, any remaining amount will be forefeited. Vouchers are not valid for in store purchases.     


7. Payment methods

You can pay for your goods in the following ways:
Alipay, Visa/Mastercard, Bank transfer, or China Union Pay via Online or Telephone.

During the checkout process you will be asked to select your method of payment and to enter the required payment details. Upon confirmation that the applicable amount has been debited to your account, H&M will prepare and ship your order. If an ordered item is not available for shipment, H&M will issue a refund in the corresponding amount. H&M reserves the right to validate the account and/or card, the address data and other aspects of the order before accepting the order. We may refuse orders depending on the result of these checks.   

H&M gift cards
You can choose to pay the whole or part of your order placed at our website with H&M gift cards and H&M merchandise cards. Read more about H&M gift cards and how it can be combined with other payment methods here.

Please note that hm.com does not accept cash or cheques.

You will receive the legally required receipt (invoice document) in the Shipping Confirmation e-mail. 

A "Fa piao" will only be generated following a request by you. If you want a "Fa piao" invoice please fill in the needed details in the webform at HM.com. Subsequent to your request, the "Fa piao" will be sent to you after the expiration of the 30 day return period, provided you have not already returned your item(s). Your request for a "Fa piao" invoice must made within 3 months from the date you place your order. Should you decide to return beyond aforesaid 30 days all or part of your order due to product defect itself, such return will only be accepted if you include the "Fa piao" in the return package (please contact H&M customer service if you would like us to issue a new "Fa piao" for your remaining items). Without the "Fa piao" we can not provide a refund. The "Fa piao" will not include the value of vouchers or discounts applied in connection with your order. Should the "Fa piao" you receive be incorrect, it must be returned to H&M prior to us issuing a new "Fa piao". If you have any questions about "Fa piao", please contact customer service; by chat; email: customerservice.cn@hm.com; or by phone: 4008-215-500 (calls cost 0.19 ¥ per minute from a landline, mobile prices may vary).


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 for example loss of profits or loss of opportunity. Neither is H&M responsible 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.


9. Colours and measurements

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.   

An item’s measurements given on hm.com are only approximate values to give you a better understanding of the model or fit of that specific item, and not a definite guarantee of the actual measurements of the item you receive. The final measurements of an item may vary depending on the material used in its production.                


10. Defective goods

If there are defects in the goods you have purchased, H&M abides by all statutory guarantee regulations. If you have a complaint regarding 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. Please see specific warranty policy for shoes.  

If you have requested and received a "Fa piao" and required return due to product defect itself, you are required to return the "Fa piao" in order for us to be able to process any refund.              


11. Assignment

H&M reserves the right to assign or pledge to third parties any claim(s) for payment which has 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 in 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
(Shanghai) Commercial Co.Ltd
Registered address: B1-3F, No. 645-659 Middle Huai Hai Road, Luwan District, Shanghai, P.R. China
Registered number: 310000400489745 Tax Registration no: 310101794519276
Contact Details: H&M Customer Service
Email: customerservice.cn@hm.com
Phone: 4008-215-500. Calls cost 0.19 ¥ per minute from a landline (mobile prices may vary)