We have extended our refund policy for the Christmas period. All orders placed between 31st October 2018 and 25th December 2018, can be returned until 31st January 2019.

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. 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 your online order, just choose one of the four free and flexible return options below:

Please note that our Return policy may differ for Designer and Special collections when returning online purchases in store. 

Items purchased in store must be returned to store. 

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 for the pick up.

Once you have booked your return, please print the label from the return portal and attach it to your parcel for collection.

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 us.

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 items within 28 days to any H&M store in UK, excluding H&M outlet stores. All returns in store are free. To return your online purchase in store, you will need to bring your delivery note along with the item(s) you wish to return.

Refund: You will be refunded to the same payment method you used at the purchase.

The delivery fee will be refunded when a complete order is returned. Please allow up to 14 days for your transaction to process.

Exchange: You can also exchange in store up to the amount of the returned items. You will need to pay the difference should the exchange exceed the amount of the returned items. If you have paid by the following we are unable to offer an exchange in store:
·       PayPal
·       One of our credit based payment methods
·       Combination of gift card and PayPal
·       Combination of gift card and one of our credit based payment methods

Please note not all items cannot be returned in store, missing and/or incorrect items, as well as furniture and lighting can only be returned via Hermes courier, Hermes parcel shop or Royal Mail to our online warehouse. However, you are welcome to return any faulty items purchased online in stores.

Some of the furniture and lighting are sent in parcels larger than our standard packaging. All parcels larger than 700x500x600mm can only be returned using courier collection.

This means that the courier will pick up your parcel at your home address. Collection can only be arranged by Customer Service, click here to contact us.

Designer Collection items purchased online cannot be returned in store, please use alternative returns options to online.

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

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:
You will be refunded to the same payment method you used to make the purchase. You can also exchange in store up to the amount of the returned items, but only if you paid by credit/debit card, gift card or a combination of the two. You will need to pay the difference should the exchange exceed the amount of the return items.

The delivery fee will be refunded when a complete order is returned. Please allow up to 14 days for your transaction to process.

Please note that if our stores for some reason cannot access your online order, the return cannot be refunded with the same payment method that was used for the purchase, if you paid by any of the following payment methods; monthly instalment, pay next month, invoice or PayPal. In this case you have two options; you can either choose to return to H&M online or return your items in store. If you choose to return in store and have paid with any of the mentioned payment methods you will be refunded through a merchandise card. If you receive a merchandise card, you still must pay your outstanding invoice.

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 paid 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 £40 and paid £20 with a gift card and £20 with a credit card and later return items to a value of £30, you will receive £20 to a new gift card and £10 to the credit card you used at the purchase.

All returns are free of charge.

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.
If you chose to return in store, your store receipt will be your proof of return and no email confirmation will be sent.

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. 

If you have lost your Return Form, you can print it here or contact us.

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 your 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