FAQ

FAQ

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

Items purchased in an H&M store may not be returned to hm.com.

Unwashed, unworn or defective merchandise may be returned within 30 days of purchase date for a full refund. All returned items must have the tags attached, along with the original sales receipt.

Merchandise returned after 30 days or without the original sales receipt will require a valid photo ID. These returns will be refunded with an H&M merchandise credit at the current selling price, usable on future H&M store purchases.

Please read more in our Return policy.

How do I return or exchange an item purchased online?

You have 30 days to decide if an item is right for you. H&M will refund or exchange an item, provided that it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. Cosmetics and underwear/swimwear bottoms are final sale for hygienic reasons.

RETURN IN STORE
Returns in store are free. Just bring the item(s) you wish to return to any U.S H&M Store. Make sure you also bring the Packing Slip and the credit or debit card you used for your purchase.

If there are any issues with your order, such as wrong or missing items, please return via mail, not in store.  The same applies to all orders shipped to Puerto Rico.

RETURN BY MAIL
Your package contains a Packing Slip with everything you need to make a return. This includes a Return Form, which must accompany your return.

The easiest way to return by mail is via USPS, using the self-adhesive return label found on your Packing Slip. This label is pre-paid and pre-addressed, and the return shipping fee of $5.99 will automatically be deducted from your refund. If you have used or lost the pre-paid return label or the Return Form, please contact Customer Service TOLL-FREE at 855- HNM SHOP (855-466-7467). You can also print a new return form here.

If you do not wish to use the pre-paid return label, we recommend that all returns be sent with a traceable carrier such as USPS, UPS or FedEx. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our warehouse. H&M is not responsible for packages sent with a return label not provided by H&M. H&M does not accept C.O.D. deliveries.

EXCHANGING AN ITEM BY MAIL
If you wish to exchange an item by mail, follow the return procedure and use the Order Form on your Packing Slip to order the new item. This will be processed as a new order and your credit or debit card will be charged. The return and order transactions may not post simultaneously and will be processed as two separate transactions through your account.

The address to our warehouse is:
OHL/H&M
281 Airtech Parkway
Dock Door 42
Plainfield, IN 46168