Returns & Refunds

If you are not satisfied with your order you have 30 days after receiving it  (14 days for sale items and Designer Collection articles) to register a return. 

If an item is returned to us damaged, soiled, washed, altered, missing parts, showing signs of wear beyond trying it on, or without its original labels attached, we may need to send it back to you without issuing a refund. We kindly ask that you handle your items with care while they’re with you.

If we do need to return an item, it will be sent to the home address listed on your account. For more information check our terms and conditions.

You can find information regarding how to return a Restricted Goods item on this page.

Please note that products from other external brands cannot be registered in our return portal. For more information see below in sections RETURNS - & OTHER STORIES, ARKET, COS, MONKI & WEEKDAY and Returns - External Brands

For hygiene and safety reasons, we can only accept returns of cosmetics and pierced jewellery items if the product is unopened.

Items purchased in-store are not eligible for return via post and must be returned to a H&M store.

Your refund will be made to the same payment method you used to place the order. A £2.99 return fee will be deducted from your refund. You will be charged this fee for each brand you return, including H&M and any external brands.

Your delivery fee will be refunded if you return all items in your order.

Returns made via drop off point or courier:  

You will be refunded to the same payment method you used to make the purchase.

Once we have processed your return in our warehouse, we will send you an email as confirmation. It can take up to 14 calendar days for us to receive your return from the date you send the parcel back to us. If you have not received an email confirmation after 14 days please contact our customer service team.

Returns made to an H&M store:  

If you return your online purchase to an H&M store you will be refunded to your original payment method. You will not be charged a return fee. You cannot return external brands in H&M stores.

Refunds will be issued immediately but please note card refunds can take a maximum of 5 working days to clear, and PayPal refunds can take up to 30 days.

External brands

Shipping costs will not be refunded for partial returns.

If you return all items in an order, we will refund the shipping costs with the exception of the bulky fee. The bulky fee is non-refundable.

Unless otherwise stated in the online store, a fee of £2.99 per brand (e.g., H&M, H&M Brands, or third-party companies) will be charged for each return, as returns are handled separately for logistical reasons. This applies even if the items were purchased together in one order. The fee will be deducted from the refund amount.