RETURNS OF ONLINE PURCHASES

RETURN & REFUND FOR KLARNA

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

  • Klarna will contact you directly with information about your refund payment.
  • Once your return is processed, you will automatically receive an updated Pay later balance from Klarna. 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's customer service. 

FREE IN-STORE RETURN OR EXCHANGE

You are always welcome to return or exchange for free in any H&M store in the US, excluding Puerto Rico. You have 30 days to decide if an item is right for you. We offer exchanges and refunds on garments, swimwear (with hygienic seal) and beauty products with a receipt within 30 days of purchase. 

Returns of H&M HOME items purchased online cannot be returned in our stores and must be returned by mail only.  We will issue a refund to the original form of payment. Please allow up to 14 days for your transaction to process.

For free in-store returns, bring the e-receipt attached to your shipping confirmation email or the Order Form along with the item(s) you wish to return/exchange within 30 days of purchase. After 30 days, you will be eligible for exchange only at the current selling price. Items exchanged must be of equal or greater value.

Your refund will be issued in the form of original payment, such as the credit card used for the order. Shipping and handling costs are not refundable.

Please note: H&M HOME items purchased online, as well as incorrect orders, such as damaged, missing or incorrect items, cannot be returned in our stores and must be returned by mail. Undergarments are Final Sale for hygienic reasons and we cannot offer refunds on swimwear if the hygienic seal is not in place or has been broken.

Special collections and designer collaborations may be subject to a return policy that may differ from our standard return policy above.

Please note that fabric face masks cannot be returned due to safety and hygienic reasons.

H&M GIFT CARDS

If you paid using a physical H&M Gift Card or H&M e-Gift Card, all refunds will be issued to a new H&M e-Gift Card with an updated balance to the email on file.

If you paid using an H&M Gift Card and another payment method, your payment will first be refunded back until the amount paid via the additional payment method has been refunded in full. After that, the remaining balance will be issued as an H&M e-Gift Card.

For example, you placed an order totaling $100, paying $25 with an H&M Gift Card and $75 with a credit card. You decide to return $80 worth of items. We will refund $75 to the credit card used at purchase and the remaining $5 to an H&M e-Gift Card.

RETURN WITH USPS ($5.99)

To return items via USPS, use the self-adhesive return label included in your parcel. This label is pre-paid and pre-addressed. The return shipping fee of $5.99 will automatically be deducted from your refund. If you are an H&M Loyalty Member, the return shipping fee will be waived. Returning items from multiple packages: Items that were delivered separately may be returned in a single package — just be sure to include the corresponding return forms.

If you have used or lost the pre-paid return label or the Return Form, please contact Customer Service. You can also print a new Return Form here.

If you do not wish to use the pre-paid return label, we recommend that all returns be sent with a traceable carrier such as USPS, UPS or FedEx. Keep the Return Tracking Number from the package you are returning to ensure that the package has been delivered to our warehouse. H&M is not responsible for any packages sent with a return label not provided by H&M. H&M does not accept C.O.D. deliveries.

The address to our warehouse is:
281 Airtech Parkway
Dock Door 42
Plainfield, IN 46168

Your refund will be issued in the form of original payment, such as the credit card used for the order. Shipping and handling costs are not refundable.

You will receive a confirmation email when your merchandise has been processed. Please allow up to two weeks for the credit to post to your account. Please allow up to two billing cycles for the credit to appear on your credit card statement.

Please note: Without a receipt, we offer an in-store exchange only at the current selling price. Items exchanged must be of equal or greater value. You cannot exchange items online. If you prefer items in another color, or size, just return the items you don’t like and place a new order on hm.com. 

Return Instructions:

1. Fill out the Return Form using the code that best explains your reason for returning.

2. Tear off the Return Form and place this together with the item(s) you wish to return in a suitable bag or box, e.g. the one you received your parcel in.

3. Attach the self-adhesive return label, which will be included with your order, and take the parcel to any USPS Mailbox or Post Office of your choice.

Paypal:

If you paid using PayPal, we will refund the balance to your PayPal account.

For our full Terms & Conditions, click here.

DIGITAL RETURNS

Log in to the Returns Portal using your order number and the email address used to place the order. Let us know what you’d like to return and why. 

Note: For damaged items, please use the Return Form on the Delivery Note instead.

Register a return

Once you've registered your return via the portal, follow the instructions on how to send your return package back to us. You can track your return via our Track & Trace page, and we'll email you once we receive it.