Terms & Conditions

These terms and conditions apply when you place an order with H & M Hennes & Mauritz Holding Asia Ltd (“H&M”, ”us ” or ”we”) via the website hm.com or the mobile application (jointly referred to as "hm.com").

By placing your order you agree to be bound by these terms and conditions (the ”Terms”). Therefore, please make sure you have read and understood them before placing your order. 

To place an order, you must be at least 18 years old, not be under guardianship, and not act in the capacity of a company. You must also have a delivery address in Hong Kong.

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on hm.com at the time you place your order. We therefore recommend that you save a physical or electronic copy of the Terms when making a purchase.

The prices displayed at hm.com include the statutory Value Added Tax, but do not include delivery charge.

Prices on the website hm.com, the mobile application, and in store may vary. We reserve ourselves for print errors and price changes. 

The delivery charge for each order will be the same, regardless of the size or weight of your order. The cost for delivery is clearly indicated during the check-out process. Our standard delivery fee is HK$ 39.90. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries.

The ordering options available to you are via the website hm.com or the mobile application. Please visit our customer service pages for further information.

You can collect the items you wish to purchase in your shopping bag using the “Add” button. When you complete the order using your selected payment option, you are making a binding offer to purchase the goods in the shopping bag. We will send you an e-mail confirmation that your order has been placed. Please note that a placed order is an offer and does not constitute a binding contract until the order has been approved by us. If we approve your order, we will send you a shipping confirmation e-mail with all relevant information about your order. The shipping confirmation e-mail is our approval of your order.

Once you have placed your order there is no possibility to cancel it. However, when you recieve your order you have the option to return it in accordance with section 5 (Right of withdrawal).

H&M exercises the utmost diligence in processing and approving orders and will endeavour to deliver your order to your delivery address in accordance with your selected delivery option. 

For delivery of products such as larger rugs and furniture from our external H&M HOME range, please allow 5-14 business days. You can find our full shipping and delivery policy here. 

Before you place your order, you will be informed of the expected delivery details. You will also receive a shipping confirmation e-mail when we have shipped your order.  

H&M endeavours to dispatch orders in the fastest possible time and in the order in which they are placed. We aim to deliver within 3 to 5 working days following confirmation of an order, unless otherwise agreed.

Though we aim to deliver within the communicated time frame, delivery may take longer due to unexpected events. If your order does not arrive by the estimated delivery date, please contact H&M Customer Service via telephone at 800 906 312, or via e-mail customerservice.hk.en@hm.com or customerservice.hk.zh@hm.com, and we will assist you. Call cost (customer): free of charge + landline call charges.
Packages that cannot be delivered after several attempts or remain uncollected at the pick-up point location, will be considered as a withdrawal of order, see section 5 (Right of withdrawal) below.
You will find the full Shipping and Delivery Policy at hm.com. 

If you change your mind regarding an order, you have the right to withdraw from your purchase by notifying us and returning the items within 30 days after your receipt of the order.

Preferably, you can use the pre-printed return form that is included in your parcel upon delivery. Please fill in and place the return form as well as the items you wish to return in the parcel and follow the instructions for returns in section 7 (Returns) below.

You can also notify us by sending an e-mail to H&M Customer Service on customerservice.my.en@hm.com, or fill in and submit to us the standard form issued by your local Consumer Rights Authority. As regards to sending back the items you wish to return, please follow the instructions for returns in section 7 (Returns) below. When notifying us, you may choose to use the following optional template: To H & M Hennes & Mauritz Holding Asia Ltd. I hereby give notice that I withdraw from my contract of sale of the following goods (insert order number), recieved on (insert date). Kind regards, (insert your name, address and date).

If you choose to make use of you right of withdrawal, we will refund you the order value [including the cost for delivery] [excluding the cost for delivery].

The refund will be made using the same method you used to make the payment as soon as possible and at the latest within 14 days of receiving the items or provided evidence of you having sent back the items.

H&M guarantees a full refund for any returned item provided that it is returned in the same condition it was in upon your receipt. If an item in any way has been damaged, soiled, washed, altered or worn (other than to try the item on), or that labels or tags are not intact, we have a right to make a deduction on your refund with an amount corresponding to the dimished value of the item. Please note that the value of some products we sell, such as but not limited to underwear, swimwear, piercing jewellery, face masks, beauty products and cosmetics, diminish by 100 % when you break their seal due to health protection and hygiene reasons.

You will find the full Returns Policy at hm.com.

According to applicable consumer legislation all products must be free from defects, meaning that they shall conform with the contract of sale, be fit for purpose, and perform like any other products of the same type. 

If an item you have received is defective and you notice the defect within 30 days after your receipt of the item, please follow the instructions in section 5 (Right of withdrawal). If you notice the defect after the expiry of this period of time, please notify H&M Customer Service via telephone at 800 906 312, or via e-mail customerservice.hk.en@hm.com or customerservice.hk.zh@hm.com, and we will assist you. Call cost (customer): free of charge + landline call charges.

For any item deemed defective we will, depending on the item and the defect, offer to repair the item or replace the item with a new one. If this is not possible, we will offer you a price reduction or refund depending on your preference.

H&M guarantees a full refund for any returned items in accordance with section 5 (Withdrawal of Order), provided that all items are returned in the same condition they were in upon your receipt. This means the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact and should not be removed.

All our parcels contain a pre-printed return form for you to use if you decide to return any items. You will find more detailed information regarding our return process on the delivery note and in our Returns Policy.

Where H&M operates the site in US Dollars, H&M is  not responsible for currency fluctuations that occur when  issuing refunds to a credit or debit card denominated in a currency other than US Dollars. We will not refund any bank charges.

8.1 Payment methods

You can pay for your goods in various ways as set out below. 

Credit card or debit card
You can enter your payment details at the time you place your order using a valid credit or debit card (VISA, Mastercard or American Express). The applicable amount will immediately be reserved on your card but will not be debited until the goods are dispatched. H&M reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

Apple Pay
If you pay with Apple Pay, H&M reserves the right to check the validity of the Apple Pay account and the validity of the credit or debit card, as well as your credit status in relation to the order value. We may also reject orders based on the results of the review.

The corresponding amount will be immediately reserved on the card you have selected but will only be debited once the goods have been dispatched from our warehouse.

H&M's liabilities to you are limited in each separate case to these Terms unless otherwise is stipulated by mandatory law.

H&M is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm or other natural disaster, riot, governmental measures, strike, lockout, blockage, civil disturbance, war, nuclear accident, terrorist activity, pandemic, epidemic, virus, or similar events.

Our maximum liability to you for any loss or damage arising in connection with your order on hm.com shall be limited to the total price of your order, unless otherwise is stipulated by mandatory law.

We do our best to ensure that information on hm.com is complete, accurate and current. Despite our efforts, however, information on hm.com may occasionally be inaccurate, incomplete or out of date. We reserve ourselves for such inaccuracies, as well as technical errors, printing errors, delivery delays and limited number of items in stock.

We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your device, and we cannot guarantee that your device will accurately display such colours. 

An item’s measurements given on hm.com are only approximate values to give you a better understanding of the model or fit of that specific item, and not a definite guarantee of the actual measurements of the item you receive. The final measurements of an item may vary depending on the material used in its production.

If you have a complaint regarding any of our products or services, please let us know by contacting H&M Customer Service via telephone at 800 906 312, or via e-mail customerservice.hk.en@hm.com or customerservice.hk.zh@hm.com, and we will assist you. Call cost (customer): free of charge + landline call charges.

We adhere to applicable local dispute resolution regulations by competent authroities for the settlement of potential customer complaints.

H&M reserves the right to assign or pledge to third parties any claim(s) for payment which have arisen in connection with your order.

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

All intellectual property rights, such as trademarks and copyrights at hm.com remain with H&M Hennes & Mauritz AB and its subsidiaries or licensors. Any use of hm.com or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of H&M.

H & M Hennes & Mauritz Holding Asia Ltd
Registered office: 20/F, 
Tower 6, China Hong Kong City,
33 Canton Road, Tsim Sha Tsui,
Kowloon, Hong Kong
Registered number: 1048695
Contact Details: H&M Customer Service
E-mail: customerservice.hk.en@hm.com or customerservice.hk.zh@hm.com
Phone: 800 906 312
Calls cost: free of charge + landline call charges (mobile prices may vary)

 

07/10/2025