If you would like to return an item you purchased with Pay later, you can first report the return on your member account page. Go to My purchases – H&M x Klarna to report your return. Your invoice from Klarna will be put on hold until your return is handled, and you’ll receive an updated statement from Klarna.

Please note, if your Klarna order arrived in more than one parcel and you report a return, your invoice will only be put on hold until the first return is handled. Alternatively you can choose to return the whole order in one parcel, including all return notes. Klarna will contact you directly with information about your refund payment.

You will automatically receive an updated Pay Later balance from Klarna once your return is processed. This will include any instructions on how to make your payment if you have a remaining balance. 

Klarna will contact you by email if they need bank details from you to make the re-payment.

For any questions relating to your refund payment, please contact Klarna directly. For anything related to your returned parcel, please contact H&M customer service. 

H&M are happy to refund within 28 days for any unsuitable items, provided they are in resalable condition. Please note that our Return policy may differ for Designer, Special collections and our external home assortment. We also have restrictions on return options of larger H&M Home items. Items purchased in store must be returned to store. This does not affect your statutory rights.

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.

You can return more than one order or parcel at once, providing that you include all relevant returns notes in the parcel. 

Our external home assortment has different return instructions which are detailed on your delivery note. 

All our online return options are free and flexible, just choose one of the four options below:

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 please contact Customer Service.

Free via Drop off point - HERMES PARCEL SHOP/COLLECT +:
Attach included address label to parcel and return to drop-off point that correlates with details on address label.

OR

For return via optional drop-off point, print out a return address label via self-service at drop off point or online return portal.

Click here for printing Collect+ return label

Click here for printing Hermes Parcel return label

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:
Until further notice we are unable to accept returns of online purchases in store.

You are 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.

Any item that is purchased from and shipped to you by an external party or brand must be returned in accordance with the instructions included in the parcel. You are not able to return these items in an H&M or H&M HOME store.

Exceptions:
Please note that the return policy may differ for Designer and Special Collections items, when returning in store.

Not all items can 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.

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

External home assortment:
It's not possible to return external home assortment to H&M stores. Please follow the instructions on your delivery note. For more information on how to return, please contact Customer service.

Returns made via Royal Mail, Drop off point or courier: 
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 Account 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. Please note for Klarna and PayPal customers, we are not able to offer exchanges. If your exchange exceeds the amount of the return items, you will need to pay the difference. If your exchange amounts to less than the return items, you will receive a refund back to the original payment method for the difference.

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

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 debit/credit card or klarna payment method first. For example, if you used a combination of gift card and credit card. The return amount will be refunded to the credit card you used at the time of purchase. The remainder of the refund will then be issued in a gift card.

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 the credit card you used at purchase and the remaining £10 will be issued as a new gift card.

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.

If you ordered from our external home assortment, please contact customer service. 

Each parcel contains a returns label for Royal mail and for either Collect+ or Hermes parcel shop. 

If return label is missing or lost you can print out a new label via self- service at drop off point or Hermes or Collect+ online return portal.

Click here for printing Collect+ return label

Click here for printing Hermes Parcel return label

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.

THE H&M LOGISTICS CENTRE,
UNIT 520,
HARVIE CARD WAY,
MAGNA PARK,
MILTON KEYNES.
MK17 7AB.

If you ordered from our external home assortment, the above address does not apply. Please contact customer service who can support.