RETURNS
We are doing everything we can to process returns as soon as possible. With our additional health & safety measures and increased demand, this might take a little longer than usual. We aim to refund all online orders within 14 days of you returning the items.
To read more about how COVID-19 affects your H&M experience, please read this page.
H&M are happy to refund within 28 days for any unsuitable items, provided they are in resalable condition.
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
Exceptions:
Please note that our return policy may differ for designer, special collections and our external home assortment. Fabric face masks cannot be returned due to safety and hygiene reasons. Items purchased in store must be returned to store. This does not affect your statutory rights.
If you ordered items from our external home assortment please follow the instructions detailed on your delivery note or contact Customer Service if you need help to return these itms.For more information about returning a restricted item, click here.
| Free return via Hermes courier: | You can easily arrange for a Hermes courier to pick up your online return 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, select the date for the pick up and choose if this is for a standard size or large parcel.
You can use the Hermes label that is included in your parcel for a courier collection. If you no longer have this label, you can print a replacement using the email instructions received when booking the collection. |
| Free return via Drop off point - Hermes Parcel Shop |
Attach the included Hermes return label to your parcel and return to your chosen drop-off point. If you no longer have this label, you can print a replacement via the Hermes website by selecting a ParcelShop drop off, or you can print one off in selected ParcelShops. Click here to find a Hermes ParcelShop |
| Free return via Royal Mail (Post office): | Attach the Royal Mail return label, found in the parcel or you can print a free return address label here, and take your return parcel to the nearest Post Office. Please remember to get proof of postage. |
| Free return in store: | You are welcome to return items within 28 days, to any H&M store, excluding H&M outlet stores. To return your online purchase in store, you will need to bring your delivery note. 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. 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. |
H&M are happy to refund within 28 days for any unsuitable items, provided they are in resalable condition.
Where our stores are currently closed or you are unable to travel to them, we have extended our returns policy so you can return purchases within 28 days once the local restrictions are eased.
Please note that our return policy may differ for Designer, special collections and fabric face masks cannot be returned due to safety and hygiene reasons. We also have restrictions on the return options of some H&M Home items. Items purchased in store must be returned to store. This does not affect your statutory rights.
- All returns are free of charge.
Returns made via Royal Mail, Drop off point or courier:
Your balance will be refunded within 14 days after you returned the items. Once we have processed your return shipment in our warehouse, we will send you a notice of cancellation via email.
If you have not received your return confirmation email after 14 days, please contact Customer Service with your order number and our team will be happy to help.
You will be refunded to the same payment method you used to make the purchase. If you have paid by credit or debit card, we will refund the balance to the card originally used.
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.
Returns made in store:
If you chose to return in store, your store receipt will be your proof of return and no email confirmation will be sent.
You will be refunded to the same payment method you used to make the purchase.The delivery fee will be refunded when a full order is returned. Please allow up to 14 days for your transaction to process.
You can also exchange in store up to the amount of the returned items. If your exchange amounts to less than the returned items, you will receive a refund back to the original payment method for the difference. If your exchange exceeds the amount of the return items, you will need to pay the difference. Please note for Klarna and PayPal customers, we are not able to offer exchanges.
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.
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.Right of withdrawal:
You always have the right to withdraw from your order within 14 days, without giving any reason. The withdrawal period is counted from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply fill in the return form attached in your parcel and return the goods to us, using the pre-paid return label we have provided you with. You will find the instructions on how to do this on the delivery note in your parcel.However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order, before the withdrawal period has expired. For questions regarding withdrawal, please contact Customer Service.
Effects of withdrawal:
We will refund all payments received from you, including the costs of our standard delivery option, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw. We will use the same means of payment that you used to pay for your order and this will not cause you any extra fees. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.You shall send back the goods or hand them over to us without undue delay and in any event no later than 28 days from the day on which you received your item(s). All our parcels contain a pre-paid return label for you to use when you send the items back. If you want us to pick up your parcel at home; please see instructions on the delivery note and at hm.com.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods
If you have lost your Return Form, you can print it here.
Each online order contains two returns labels, one for Royal Mail and one for Hermes parcel shop. If the return label is missing or lost you can print out a new label via Hermes or Royal Mail online return portal. Please remember to get proof of postage.
If you ordered items from our external home assortment please follow the instructions detailed on your delivery note or contact Customer Service if you need help to return these itms.
All store purchases must be returned to store.
You can also use the address below for online returns, excluding external home assortment. 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.