Legal & Privacy

Terms & Conditions


1. General

1.1. The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as ”you”) with H & M Hennes & Mauritz UK Ltd hereinafter referred to as “H&M” or ”we”, at H&M Online (also referred to as the ”website”).

1.2. By using this website and/or placing an order you agree to be bound by the terms and conditions set out herein (the ”Terms”).

1.3. Please make sure you have read and understood the terms and conditions before placing your order.

1.4. We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on the website at the time you place your order.

1.5. Any court proceedings brought in relation to these Terms must be heard within the United Kingdom. If you live in England or Wales the laws of England and Wales shall apply; if you live in Scotland, Scottish law will apply; if you live in Northern Ireland the laws of Northern Ireland will apply.

1.6. These Terms are only available in the English language.

2. Prices and delivery charges

2.1. The prices displayed online include the statutory Value Added Tax but do not include a delivery charge.

2.2. The delivery charge for each order is £3.90, regardless of the size or weight of your order. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for the subsequent deliveries.

3. Ordering/conclusion of contract

3.1. The ordering options available to you are via our website or telephone. Please visit our customer service pages for further information.

3.2. Only persons over eighteen years of age with a residential address in the UK can place an order.

3.3. Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity. If payment for an order is processed and if we have already accepted payment for the order, this will be refunded to your account or the card which you made payment.

4. Delivery

4.1. H&M exercises the utmost diligence in accepting and processing orders and will endeavour to deliver your order to any residential address in the UK (excluding the Channel Islands or to BFPO).

4.2. H&M endeavours to dispatch orders in the fastest possible time and in the order in which they are placed. We aim to deliver within 4 to 6 working days following confirmation of an order. (Deliveries to the Isle of Man, Northern Ireland and the Scottish Islands normally take 10 to 12 working days.) Orders must be over £6.00 for the parcel to be dispatched, this excludes delivery charges.

4.3. Once you have placed your order, you will be notified of the expected delivery details. If these details are not acceptable you have the option to cancel the order.

4.4. The order is delivered by H&M as described on the customer service pages under “Delivery”.

4.5. For packages that cannot be delivered after several attempts, H&M reserves the right to charge £9.90 for costs arising.

4.6. Any items delivered to you will remain the property of H&M until payment is made in full. However, the responsibility of keeping the items in a reasonable condition will be passed on to you following delivery.

5. Distance Selling Regulations

5.1. Under the Distance Selling Regulations you have a ”cooling off” period of seven working days (beginning the day after delivery of your order) to cancel your order and receive a full refund, including delivery costs.

5.2. If you wish to cancel your order please provide us with notice in writing either by post [H&M Customer Service, PO Box 24005, Edinburgh, EH1 9AG], by fax [08 447 369 040], or by email [], in each case within the seven day cooling off period. Please then return the item as set out in section 6 below and we will provide a full refund to your account or to the card used to purchase the item (or, if the item has not yet been paid for, reflect the return of the item in your account balance) within 30 days of receiving your notice of cancellation.

6. Returns Guarantee

6.1. In addition to the cooling off period under the Distance Selling Regulations, we offer our own returns guarantee. If you change your mind or are not completely satisfied with any item(s), H&M guarantees to refund (or if you prefer, replace) any such item(s), provided that all items have been kept in reasonable condition prior to their return. In particular, this means the item(s) must not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags are still intact. To take advantage of our returns guarantee, simply return the item to us in good condition within 28 days of receipt.

6.2. All our parcels contain a return address label for you to use if you decide to return any items. You will find more detailed information on our returns process on the delivery note and on our customer service pages under “Returns and Exchanges”. Send In the return within the 28 day return period or take in your return items to any H&M UK store with your delivery note. Faulty items may be returned in any H&M UK store for a full refund. A merchandise card will be issued for any returns made via an H&M UK store. Please note that we are unable to accept gift cards and merchandise cards as forms of payments via our online store.

6.3. Where the Distance Selling Regulations described in section 5 above do not apply, we charge a returns fee of £2.50 per delivery in order to cover the costs of re-stocking the unwanted item(s).

6.4. A full refund will be provided within 30 days of us receiving your returned item(s) (excluding the £3.90 delivery cost and the return fee described above). If payment was made using a valid credit or debit card, we will credit the refund to the card used to make the purchase. If payment was due to be made after delivery we will ensure that the return of the item is reflected in your account balance. Please note that for hygiene reasons items of clothing such as swimwear and any form of underwear cannot be returned if they have been worn.

7. Payment methods

With us, you decide how you want to pay for your goods, whether before or after delivery. You pay for your goods exactly as it suits you and you decide how to pay at the checkout or on the order form. Please note that H&M does not accept cash /cheques. If you wish to pay by cash/cheque please pay at your bank or a Barclays bank using your payment slip.

Payment before delivery:

7.1. You can enter your payment details at the time you place your order using a valid credit or debit card (VISA, MASTERCARD). Payment will immediately be reserved on your card but debited first when the goods are dispatched.

7.2. H&M reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of the checks.

Payment following delivery:

7.3. If you would prefer to pay for your goods following delivery, this can be done in various ways as set out below.

7.4. H&M reserves the right to check your application for payment following delivery and to refuse it, limit it, demand an advance payment or offer an alternative method of payment.

7.5. We will make searches of your details with credit reference agencies and fraud prevention agencies when you apply for payment following delivery with us and, for any significant increase in your credit limit and periodically to manage your account. When a credit reference agency receives a search from us they will place a search footprint on your credit file that may be seen by other organizations. We will also share your personal data with credit reference agencies, fraud prevention agencies and other similar bodies in relation to the use of your account. You can read more about how your data is used in our privacy protection policy.

7.6. We will initially authorize payment following delivery for orders of up to £200 or £400, depending on the results of your credit rating check. This limit may be increased up to a maximum of £1,000 at H&M’s discretion. The charges and rates of interest specified below may be varied from time to time by notice from H&M to you.

A. Payment slip in parcel

Together with the invoice for your goods, H&M will enclose a payment slip in the parcel containing your goods. The invoice will show the amount due together with VAT and delivery charges. Payment is due within 20 days from the date of the invoice. If you do not pay within this period, the payment method will automatically transfer to the “Payment with monthly invoice” method, as set out under (B) next.

B. Payment with monthly invoice

If you decide to open a monthly account with us, all purchases made by you during a calendar month are detailed in a single invoice, which is sent to you the following month. The amount on the invoice is due for payment at the end of the month in which the invoice is sent.
Provided the invoice is paid when due, you pay no interest, only an invoice fee of £1.25 per invoice. If you do not wish to pay the amount of the invoice in full, you can instead apply to pay by instalments, as set out under (C) below.

C. Payment in instalments

Payment in instalments enables you to split up your payments for the goods in instalments over a period of 11 to 13 months. There are no invoicing fees when paying by instalments; however H&M will charge interest on your account balance. The current annual percentage rate of interest is 24.9% and the applicable monthly rate is 1.87%.
The first instalment is due at the end of the month following the month in which the order was placed. Further instalments, of a fixed amount, will fall due at the end of each following month until the total amount is finally paid off. On the last instalment you naturally only pay the amount that is actually outstanding.
In the middle of each month H&M will send you a statement of account, which shows the minimum instalment amount to be paid in addition to the amount still outstanding. You may continue to use your credit indefinitely.
The minimum monthly instalments are based on the statement sum, although you may make higher payments if you wish.
If we authorize you to pay by instalments, you are required to sign a consumer credit agreement which is governed by the Consumer Credit Act 1974. Further information relating to payment by instalments is available in the pre-contract credit information . Further information relating to payment by instalments is available online.

8. Arrears

8.1. You fall into arrears if your account/instalment/invoice is not paid by the due date and you do not have the option of switching to another payment method. If you fall into arrears, the total amount owed by you to H&M becomes payable immediately, or, in the case of customers paying by instalments, following notice from H&M to that effect.

8.2. If you fall into arrears H&M will send you a payment reminder letter requesting payment immediately. If you have still failed to pay the overdue amounts H&M will send you a ”Notice of Default”. We will charge you £7.00 for each payment reminder letter we have to send and a further £12.00 for any Notice of Default.

8.3. do not accept cash/cheques. H&M reserves the right to charge £15 for costs arising for any cash/cheques received.

9. Our Liability

9.1. We accept liability for death or personal injury caused by our negligence or that of our employees and agents. We do not seek to exclude liability for fraudulent misrepresentation by us or our employees or agents.

9.2. If we breach these Terms, we shall only be liable for losses which are a reasonably foreseeable consequence of such breach. Losses are foreseeable where they could be contemplated by you and H&M at the time you placed your order.

9.3. H&M is not responsible for:

  • Indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time you placed your order, for example loss of profits of loss of opportunity; or
  • Failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.

9.4. Our total liability to you for any loss or damage arising in connection with this Agreement shall be limited to the total price of your order.

9.5. Nothing in these Terms is intended to affect your statutory rights.

10. Privacy Policy

The parent company - H & M Hennes & Mauritz AB – is acting as the party responsible for all personal data that you provide us with. We therefore have a Privacy Policy outlining how your personal data will be processed and protected by H&M. You will find our Privacy Policy in full here.

11. Colours

We cannot guarantee that the colours displayed exactly reproduce the colours of the actual garments. The colours reproduced depend on the settings.

12. Guarantee

If there are defects in the goods you have purchased, H&M abides by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by returning the goods to us with the provided pre-paid label.

13. Assignment

H&M reserves the right to assign any claims for payment that are due and have arisen in connection with goods deliveries, including any payment instalments and charges due, to third parties. H&M also reserves the right to pledge any due claims of the above type to third parties.

14. Severance

If any part of these Terms is disallowed or found to be ineffective by any court or regulator, the other Terms shall continue to apply.

15. Ownership of rights

All rights, including copyrights at remain with H&M Hennes & Mauritz AB and its subsidiaries. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of H&M.

16. Company Information

H & M Hennes & Mauritz UK Ltd
Registered office:4th floor 40 Argyll Street
London, W1F 7EB.
Registered number:1413450
 Vat no: 243070692
Registered in England and Wales.
A list of directors is available at the registered address.

Contact Details: H&M Customer Service
 PO Box 24005 
Edinburgh EH1 9AG
Phone: 0844 736 9000
Calls cost £0.04 per minute from a landline (mobile prices may vary)

Fax: 0844 736 9040