Question 1

What delivery options do I have?

Accepted Answer

All standard delivery times can be found on this page. During high season and sale these may be extended. Up to date delivery times will be shown at checkout. Please note that if your order includes products from more than one brand, not all delivery options and locations may be available. You will be able to see the available options and delivery times for each parcel in the check out.       Standard Home , Pick Up Point or In-Post locker Delivery – Free for Members spending £30 or more       Delivery is free for all plus members and free for members spending £30 or more. The cost is £3.99 for members spending less than £30. We aim to deliver your purchase within 2-4 working days after receiving your order confirmation. We deliver Monday-Saturday, except bank holidays. Deliveries from COS, & Other Stories, ARKET, Monki and Weekday will be delivered within 4-5 working days, excluding bank holidays.        Standard Pick-Up In H&M Store Delivery - Free for all customers       Delivery is free to H&M stores for all customers. We aim to deliver your parcel to your chosen H&M store within 2-4 working days, Monday-Saturday. You will receive confirmation by text message and email, and you have 7 days to collect your parcel from the date it arrives to the store. Remember to bring your ID and your pick-up code as we are not able to hand over your parcel without it. You can identify yourself with:         Passport or driving licence     Credit/debit card     Utility Bill     Monthly statement      If you nominate someone else to pick up the parcel on your behalf, they must bring your ID and the Pick-up code as well as their own ID.        Next Day Home & Pick Up Point Delivery - £5.99          Select our next day delivery service at checkout and if your order is placed before 9pm Sunday to Friday and before 7pm on Saturdays, your parcel will be delivered the next day by 8pm.  We deliver to residential addresses 7 days a week, except Bank Holidays. We deliver to Pick-up Points Mon-Sat, except Bank Holidays. Orders placed after the cut off will be delivered within 2 days. Selected orders might not be eligible for next day delivery; this will be clear at checkout.    Exclusions:Items ordered in the UK can only be delivered to persons 18 years or older, with an address in the UK, Jersey or Guernsey (excluding the remaining Channel Islands, BFPO and mail forwarding companies). Flowers and plants cannot be shipped to Northern Ireland. Certain items have transportation restrictions and cannot be shipped to some locations. Read more here.Some of our furniture and lighting are sent in parcels larger than our standard packaging.*Next Day Delivery, Pick Up In H&M Store, Locker and Pick Up Point cannot be used if a parcel is larger than 70x50x60cm.  Unclaimed parcels - If the package is not picked up within the specified time, we will charge a fee of £2.95.

Question 2

Can I cancel or amend my order?

Accepted Answer

We start processing your order quickly which means we can’t make any changes once it’s confirmed, including changing the delivery address or delivery option.You may be able to update your details with Evri directly by downloading the Evri app to: Track and divert your parcel Set the exact location of your delivery address Set a chosen safe place for all future deliveries and collections, and add a photo Chose a preferred neighbour for when you are unavailable, or neighbours to avoidIf you do need to cancel your order, there is a short amount of time after the order is confirmed for you to do this: Sign in to My Account and view your online orders under My Purchases. If the ‘Cancel Order’ button is visible, you can select this option and your order will be cancelled.  If the button is not visible, it is too late to cancel your order as processing has begun.  Should you need to, you can find out about return options instead here.

Question 3

I have a missing parcel or item

Accepted Answer

Missing Parcel  If your tracking shows ‘delivered’ but you don’t have the parcel first check your email inbox for any delivery information from Evri and check that nobody in your house, or any neighbours have taken the delivery for you. If you still cannot find your parcel please contact us with your order information so we can help.  Missing ItemIf you are missing an item in your order please check if any items were marked as out of stock on your delivery email, we won't charge you for any canceled items. If you have ordered one of our external brands these will be delivered in a separate parcel. If you are missing items that were not canceled, please contact us with your order information so we can help.