Question 1

How do I return an online H&M purchase?

Accepted Answer

You have 30 days from the date of purchase to decide whether or not to return an online H&M purchase. You have two alternatives if you want to return or exchange an item:
- Free In-shop Return or Exchange: You can return or exchange your purchases for free at any H&M shop in the United States (except Puerto Rico). Bring the e-receipt attached to your shipping confirmation email, as well as the item(s) you intend to return or exchange within 30 days. After 30 days, exchanges are only permitted at the current selling price, and the things swapped must be of equal or better value. Please keep in mind that final sale items and certain restricted items cannot be returned in-store.
- USPS returns ($5.99, free for H&M members): To begin returning things via USPS, go to the H&M Returns Portal. Place the item(s) to be returned in an appropriate bag or box, and either present the QR code at a USPS location or print and apply the given pre-paid and pre-addressed return label. The $5.99 return shipping price will be deducted automatically from your refund. Return shipping fees are waived for H&M Loyalty Members. You will receive a confirmation email once your product has been returned, and your refund will be sent to the original source of payment.
- Returns for H&M HOME products purchased online and faulty purchases (damaged or wrong items) must be made via mail rather than in-store. Allow up to 14 days for your refund to be processed and two billing cycles for it to reflect on your credit card statement.

Keep in mind that certain items are non-returnable, such as beauty products, undergarments, swimwear without the sanitary seal, fabric face masks, and gift cards. Furthermore, return procedures for special collections and designer collaborations may differ. Shipping and handling expenses are not refundable, and refunds will be granted to the original payment method.
If you require additional assistance with returns or have particular questions, please contact H&M Customer Service.

Question 2

How do I return an in-store H&M purchase?

Accepted Answer

Follow these steps to return an item you bought in an H&M store:

- Returns with the original receipt: If you have the original receipt, you can get an exchange or a refund within 30 days of the date you bought the item. After 30 days, you can exchange the item at the current sale price, as long as the item you want to exchange it for is of the same or greater value. All items must be returned in the same state they were in when they were sold. But you can't return opened beauty products, underwear that doesn't have the hygienic seal, swimwear that doesn't have the hygienic seal, fabric face masks, and gift cards. There may be different return rules for designer collaborations and special collections.
- Returns by mail: You can't send back things you bought in a store by mail.
- Returns without receipts: Items returned without a receipt can only be traded at the last Activity/Sale price or the current selling price, whichever is lower.
H&M reserves the right to turn down both returns with receipts and returns without receipts.
- Returns between stores: You can return purchases made in a US store at any other US store, except for Puerto Rico. But you can't take things you bought in Puerto Rico back to shops outside of Puerto Rico. In this case, only trades that are even will be allowed.

Visit any H&M store in the US (except Puerto Rico) and bring the original ticket within 30 days to start a return. The original payment method will be used to handle the return. After 30 days, only exchanges at the current selling price will be allowed, and the items being swapped must be of equal or greater value. Please make sure that the items are in the same state as when they were sold.
For returns made without a ticket, exchanges will be made at the last Activity/Sale price or the current selling price, whichever is lower.
Keep in mind that H&M has the right to turn down too many returns with or without receipts.

Question 3

Does H&M accept defective items back?

Accepted Answer

Yes, H&M accepts damaged merchandise. You have 30 days from the date of purchase to return a defective item purchased from H&M for a full refund or exchange. To do so, go to your local H&M store and bring the defective item together with your receipt. Inform the store associate that you are returning the item due to a flaw, and they will inspect it and issue a complete refund or exchange.
If you are returning a defective item after the 30-day period has passed, you must contact H&M customer service. To begin the return procedure, contact them by phone, email, or live chat.

Please keep the following considerations in mind when it comes to H&M's return policy for defective items:
- Only defective things may be returned; items damaged due to your own negligence cannot be returned.
- For the return, you must present a valid receipt.
- The return shipping expenses will be your responsibility.
- You can contact H&M's customer care staff if you have any more questions or need clarification on their return policy for damaged items.

Question 4

How should I handle double charging by H&M?

Accepted Answer

If you find a double charge issue with H&M after making an online or app purchase, follow these steps to resolve the situation:
- Check for Promo Codes: First, see if any promo codes were correctly applied during the purchase. inappropriate use of promotional codes may result in inappropriate charges.
- Examine Item number and Shipping rates: Double-check the number of each item in your order and make sure the shipping rates are correct. Mistakes in these areas may result in double charges.
- Delayed Charges: If your order was delayed in shipping, you may encounter a delayed fee that appears as a duplicate charge. Check your statements for any adjustments or changes once the first charge is processed upon shipment in such circumstances.
- Allow Time for Cancelled or Declined Orders: Please be patient and allow 3-5 business days for a charge from a canceled or declined order to be removed from your account.

If, after following these procedures, the problem remains, or if you require additional assistance with the double charge issue, please contact H&M's customer service for speedy resolution.

Question 5

How can I reach H&M Customer Service?

Accepted Answer

Call their customer service hotline at 1 (855) 466-7467 to speak with a representative directly.
Engage in a live chat with H&M by visiting their website at www2.hm.com/en_us/customer-service and clicking on the chat option.
Connect with H&M on various social media platforms for inquiries or assistance. You can find them on Facebook, Twitter, and Instagram where they have separate social media accounts for almost every country/region they are making business in.
You can also send them an e-mail at customerservice.us@hm.com.

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