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.
Refunds
If items you purchased are returned by mail, the balance will be refunded within 30 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.
Exchanges
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 hm.com 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.
Please note: A Merchandise Return Card will be issued for online returns made in store. This card is only valid in store. If you have an outstanding balance on your H&M account and receive a merchandise card, the balance will still be owed to hm.com.
Items from the H&M Home collection cannot be returned or exchanged in store. Faulty items can be returned in any H&M store for a full refund.
Please read the following for more information on our returns policy.
Find opening hours and phone number for your nearest store in our Store Locator.
