Question 1

What delivery options do you offer?

Accepted Answer

We offer a Home Delivery service as well as Click and Collect service for selected stores. Times and cost for deliveries will vary depending on the location. For more information, please see our delivery information page.

Question 2

What time does the H&M customer care team operate, and how can I get in contact?

Accepted Answer

You can contact our customer care team on the following number:  2228 3458

Question 3

Can I view my order history?

Accepted Answer

You can view your orders at any time using our website. Simply follow the steps below.Log in to our website and click on 'my account' at the top of the page.Click on the link ‘View Orders’ on the left of the page. This will show you your order history.

Question 4

Can I track my order online?

Accepted Answer

Currently, orders can't be tracked online. Our delivery partners will send out a unique tracking link once your order is packed to let you know when it will be delivered.

Question 5

When I place an order, how long does delivery take?

Accepted Answer

Your order confirmation email will inform you of the expected lead time for delivery. Our courier company will attempt to call you should they not have enough delivery information to deliver your order.

Question 6

I've received my order, but it's not suitable. How do I return it?

Accepted Answer

H&M is dedicated to offering the highest levels of quality and service. We will be happy to refund or exchange any item(s)* that you are not completely satisfied with, as long as they are returned in an unused condition and in their original packaging, within 14 days of receipt of your order with a copy of the Invoice. Items can be returned to any H&M store.  Please visit our returns and refunds page for full details.

Question 7

I've received a discount voucher but the code doesn't work online, why is this?

Accepted Answer

Please be aware that once you've applied the voucher code, it cannot be used again, so please do not apply it until you're sure that you're ready to place and pay for your order.  Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the set order limit not being reached.

Question 8

Why has my order been cancelled?

Accepted Answer

Your order may be cancelled for a number of reasons. The most common reasons for this are:-High demand of goods – In this event, you will receive an email confirming the cancellation and what to do next.If you requested a cancellation. You’ll receive a confirmation email once this has been done.If we’ve been unsuccessful in delivering the order to your chosen delivery address.All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the address specified in your order or collected from our store (as appropriate) and we will not be liable for a refund or a replacement in the event the address you specified is incorrect.If payment was not successfulIf the order was not collected from the selected store within the collection period of 14 days

Question 9

What is Click & Collect?

Accepted Answer

Click & Collect allows you to place an order online and collect it from store at your convenience.You can pay online and we will deliver your order to the selected store for collection. After placing your order, you’ll receive a confirmation email / text message with order number. Please wait for an email and/or SMS from us telling you when it’s ready to collect, which you will need to collect the order as proof of purchase.Please note that we’re unable to accept orders that include either non-available items or items for collection from one of our stores, as well as items for home delivery. In these cases, please place two separate orders – one for collection and one for home delivery. If you’re unable to collect your order for any reason, please contact us on 182-12-12.We keep your order in store for 14 days. All uncollected orders will be cancelled and any payments made will be refunded to the card used for the purchase.

Question 10

I've placed an order online and it looked as though it was processed; yet I haven't received a confirmation email. Why?

Accepted Answer

We're sorry that you haven't received your confirmation email. If our email address is not in your address book or safe list, it may have been classed as spam mail, meaning that it might not have appeared in your inbox. It is also worth checking that your email address has been entered into your account correctly.  Usually our confirmation emails are sent within a few minutes of an order being placed. However, when our site is very busy, you may have to wait a little bit longer before you receive your email.

Question 11

How do I change my delivery address?

Accepted Answer

You may update your H&M address book by clicking the 'my account' link at the top of the page, logging in using your username and password and selecting 'address book' from where you can add, remove and amend your addresses.  If you have already placed an order changes made in this area will not alter their delivery details. Once an order has been placed it is often not possible for us to change the delivery address.

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