RETURNS OF ONLINE PURCHASES
RETURNS OF ONLINE PURCHASES
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.
Please note, special collections and designer collaborations may be subject to a return policy, that may differ from our standard return policy above
RETURN IN STORE
Returns in store are free. Just bring the item(s) you wish to return to any U.S H&M Store, except Puerto Rico. 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.
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.
Refunds for online purchases
Your refund will be issued to the same credit card you used for the original purchase. Shipping and handling costs are not refundable.
If you mail in your return, you will receive an email confirmation. Please allow up to 2 weeks for the credit to be reflected in your account. Allow up to 2 billing cycles for the credit to appear on your credit card statement.
Exchanging items 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 card will be charged. The return and order transactions may not post simultaneously and will be processed as two separate transactions through your account.
You may cancel your order any time before the order is processed. Once the order is shipped, you will receive, via email, a shipping confirmation that contains tracking information. Once a product is shipped, the Return and Exchange Policy will apply.
H&M may cancel orders for any reason. Some common situations in which orders are cancelled may include: The item is out of stock and there are no plans of restocking it, pricing errors or credit card payment is declined by the issuing financial institution.
REFUNDS WHEN PAID WITH GIFT CARDS
Returns made via postal services
If you want to return items that were paid for using only H&M Gift Cards, then you will be issued an e-gift card with an updated balance, even if you paid with a physical gift card. You will receive your new H&M E-Gift Card via email. If you used a combination of payment methods, you will be refunded to an e-gift card first. For example, if you used a combination of gift card and credit card, the return amount will be added to a gift card first. The rest will be refunded to the credit card you used at the time of purchase.
Returns made in store
If you paid using an H&M Gift Card and wish to return your purchase to an H&M store, you will be issued a new physical gift card or a merchandise card.
H&M Gift Card & Credit Card
If you used a combination of payment methods, you will first be refunded to a physical gift card or a merchandise card. The rest will be refunded to the credit card you used at the time of purchase.
However, if you wish to be refunded the exact same way as you paid at purchase, you are always welcome to return via other options recommended on your Delivery note.
Example. If you have ordered items for 400 and paid 200 with a gift card and 200 with a credit card and later return items for a value of 300, you will receive 200 to a new gift card and 100 to the credit card you used at the time of purchase.