FAQ

FAQ

How can I find out more about H&M?

You will find general information, production details and the H&M Code of Conduct here. If you are interested in financial information, please check under Investor Relations. There, you will be able to download annual reports as well as the latest financial summaries. If you have further questions, please contact H&M’s press department in your specific country. You will find names and email addresses here.

Why should I create a user profile at H&M?

Before placing an order, you need to create a user profile. When you log in to your user profile, your personal details are already stored so that you don't have to enter them again when placing a new order. You also have access to My H&M, where you can get a full overview of your profile, pending orders, order history, shipping and payment details.

How can H&M keep their prices so affordable?

We buy large quantities of the same garments direct from the supplier, with few middlemen, and sell the garments in our own stores. H&M has considerable experience of the textile industry and a great knowledge of which goods to buy from which markets. In addition, we have invested a lot in a fast and cost-efficient distribution system. H&M is also permeated by cost-consciousness at every level, allowing us to offer goods to our customers at the very best prices possible.

How do I create a user profile at H&M?

You can easily create your own H&M user profile by creating a username and password. We recommend that you use your email address as your username, to make it easy to remember. Please make sure that your password is at least 6 characters.

I forgot my password / username - can you help me?

If you forgot your password, just click the “Forgot password” link and we will send you an email with information on how to reset your password. A forgotten username can be retrieved directly via email.

I responded to an email and/or online questionnaire to enter a contest. Is this an H&M initiative or is it fraudulent?

All H&M campaigns are promoted through our website. H&M cautions you to read the fine print and legal disclaimers when entering online contests. You will note in most situations that the promotion is in no way associated with our brand. If you have entered your cell phone number in response to an email that you received for a chance to win an H&M contest, you are an on-going victim of this activity, or are now receiving unwanted SMS text messages, we encourage you to contact your phone provider and block the offending phone number.

Facebook and Instagram is offering me a gift card that supposedly is to be valid at H&M. Is this really true?

Unfortunately, a number of fake campaigns and H&M accounts are circulating on Facebook and Instagram giving away gift cards to our customers. We are aware of the problem and H&M is not the only company afflicted. We do not support these kinds of actions and we always report them to Instagram and Facebook to get them closed down as soon as possible and prevent them from spreading even further. We truly apologize for the inconvenience that these fake campaigns may cause our customers.
You will find information about any future contests via our official Instagram (@hm), Facebook (facebook.com/hm), Twitter (twitter.com/hm) and Google+ (plus.google.com/+hm).

Phishing emails

If you receive an email in which you are asked to give us card details or similar information, please be aware that this is not sent by H&M. H&M will only request account information in response to your queries via email or phone, or when there are unclarities with an order you have done, but we will never ask for bank details via email. Please do not respond to such requests. When we ask for personal data in an email then we will always ask you to contact us by phone 03 44 736 9000 (calls from a UK landline will be at the basic national call rate-mobiles may vary, please check with your provider), or email customerservice.uk@hm.com. We will never ask you to respond via a link.

If you ever receive an email in which you are asked to give specific personal data via a link, do not reply to this, do not click on the link and delete it immediately.

For questions about emails you can always call our customer service, phone: 03 44 736 9000

What is a phishing email?
Phishing email messages are designed to steal your identity and/or infect your computer with a virus. They ask for personal data, often by asking you to click on a link and directing you to websites or phone numbers where they ask you to provide personal data. The link will often try to infect your computer with a virus. After that personal details will be misused immediately via e.g. Java and Adobe Flash.

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