Returns and exchanges
Returns and Exchanges
You have 28 days to decide if the item is right for you.
H&M guarantees to refund any item(s), provided that they have been kept in reasonable condition prior to their return. This means the item(s) cannot be damaged, soiled, washed, altered or worn and that any labels or tags are still intact.
To arrange a return
All our packages contain a return address label to use when you send items back.
If your parcel was delivered by Royal Mail:
Please use the return address label enclosed with the package to post your items in a post box or via the Post Office.
If your parcel was delivered by Hermes:
1. Arrange for a free collection from your courier by phoning the number on the yellow sticker attached to the parcel.
2. Call us at customer service and we will arrange a free collection for you.
3. Call customer service and we can email a free returns label for you to use at the Post Office.
If items you purchased are returned by mail, the balance will be refunded within 14 days. Visit My H&M to check the status of your returns and the amount owed to you. Returns are free if the prepaid label is used.
Your refund will be payable with the same payment method you chose for purchase. If you have paid by payment slip, monthly invoice or by monthly instalment, we will add this credit to your H&M account balance.
If you have paid by credit or debit card, we will refund the balance to the card originally used.
Stock bought in H&M Selfridges can only be refunded in H&M Selfridges and is not optional in other H&M stores.
You have up to 28 days to decide if the item is right for you. If exchanging for a similar garment in a different size or colour, no additional delivery charges will be added.
Make sure the label is attached and the garment is in its original condition. Read the delivery note that comes with your package for more information.
Exchanges or returns to H&M stores
Your online purchases can be exchanged at any H&M store, just remember to bring your delivery note. Please make sure returned items are unworn and in their original condition.
If a debit or credit card was used to make payment at hm.com, the store will refund the applicable amount to the same debit or credit card you used for your initial purchase. If you chose another form of payment when you purchased the item(s) at hm.com, a merchandise card will be issued at the store. This merchandise card may be redeemed at any of our H&M stores in the UK. If you have an outstanding balance on your H&M account and receive a merchandise card, the balance will still be owed to H&M. The store will not be able to refund any charges such as the delivery fee.
Faulty items can be returned in any H&M store for a full refund.
Stock bought in H&M Selfridges can be exchanged in any H&M store within 14 days with a valid receipt. In most cases, stock bought within H&M Selfridges will still have a normal H&M Receipt attached as proof of purchase along with the original Selfridges receipt. Stock bought in a normal H&M store can only be exchanged within H&M Selfridges within 28 days with a valid receipt, but only if H&M Selfridges has that particular garment in stock.
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