FAQ

FAQ

How do I return or exchange an item purchased in a store?

With your original receipts, unwashed, unworn or defective merchandise may be returned within 28 days of purchase date for a full refund.

Without your original receipts, merchandise may be returned for an exchange or for a merchandise credit. Please note that items purchased in an H&M Store cannot be returned online.

Please read more in our Returns & Exchange policy.

Can I exchange or return underwear and swimwear purchased online?

The same cancellation rights apply to swimwear and underwear. Just make sure the items are unworn and in their original condition.

I have returned items which are still listed on my invoice. What should I do?

If the returns had not yet been registered when we sent the invoice, these items might still be included in your bill. Should this happen, you can just deduct the amount yourself before paying.

How can I book a return?

You can return your item(s) up to 28 days after receiving your package.

There are two ways in which a parcel can be returned, both are free of charge:

If your parcel was delivered by courier, it can also be collected by the courier at no cost. Call Customer Services on 0844 736 9000 to arrange a suitable time for pick up. These parcels also contain a returns label that can be attached to your parcel and send at your local Post Office, free of charge. Please include your completed returns slip in the parcel.

If your parcel is smaller and delivered through Royal Mail then we ask that you use the free post returns label included, to return through your local Post Office. Please include your completed returns slip in the parcel.

How will I be informed that my return has been processed?

Please allow up to 21 days for your parcel to be returned and processed. If you have registered your email address with us we will send an email to confirm when you parcel has been received.