Expired

H&M Returns Policy - need advice please

20
Found 19th Dec 2012
I bought some things on H&M online and they arrived today but I absolutely hate the clothes I've bought - the materials are horrible and itchy!

I just wanted to know if anyone has returned their online items before and if they could help me out:
Do you get your original postage refunded to you? (£3.90)
Do they charge a restocking fee? (£2.50!!)
Am I going to be out of pocket?

I would just ask their customer services but they keep asking me to phone their (expensive) phone number in order to discuss my concerns - super helpful. NAT
Community Updates
20 Comments
Google 'distance selling regulations'
I was really interested in hearing from someone who has actually returned an item because no amount of reading their returns policy is making sense to me.

Distance selling regulations only apply to the first 7 days of placing the order - I didn't receive the items until two and a half weeks after I placed the order!
Edited by: "meghancatcat" 19th Dec 2012
You can return any item bought online within the first 14 days of purchase (distance selling regulations). In regards to postage - I am not 100% sure. Ask the customer service team to call you back on your phone to save the expensive phone call chargers Hope that helps a little.
You have 28 days to decide if the item is right for you.
H&M guarantees to refund any item(s), provided that they have been kept in reasonable condition prior to their return. This means the item(s) cannot be damaged, soiled, washed, altered or worn and that any labels or tags are still intact.
To arrange a return
All our packages contain a return address label to use when you send items back.
If your parcel was delivered by Royal Mail:
Please use the return address label enclosed with the package to post your items in a post box or via the Post Office.
If your parcel was delivered by Hermes:
1. Arrange for a free collection from your courier by phoning the number on the yellow sticker attached to the parcel.
2. Call us at customer service and we will arrange a free collection for you.
3. Call customer service and we can email a free returns label for you to use at the Post Office.
Refunds
If items you purchased are returned by mail, the balance will be refunded within 30 days. Visit My H&M to check the status of your returns and the amount owed to you. Returns are free if the prepaid label is used.
Your refund will be payable with the same payment method you chose for purchase. If you have paid by payment slip, monthly invoice or by monthly instalment, we will add this credit to your H&M account balance.
If you have paid by credit or debit card, we will refund the balance to the card originally used.
Stock bought in H&M Selfridges can only be refunded in H&M Selfridges and is not optional in other H&M stores.

Exchanges
You have up to 28 days to decide if the item is right for you. If exchanging for a similar garment in a different size or colour, no additional delivery charges will be added.
Make sure the label is attached and the garment is in its original condition. Read the delivery note that comes with your package for more information.

Exchanges or returns to H&M stores
Your online purchases can be exchanged at any H&M store, just remember to bring your delivery note. Please make sure returned items are unworn and in their original condition.
Please note: A Merchandise Return Card will be issued for online returns made in store. This card is only valid in store. If you have an outstanding balance on your H&M account and receive a merchandise card, the balance will still be owed to H&M.
Faulty items can be returned in any H&M store for a full refund.
Stock bought in H&M Selfridges can be exchanged in any H&M store within 28 days with a valid receipt. In most cases, stock bought within H&M Selfridges will still have a normal H&M Receipt attached as proof of purchase along with the original Selfridges receipt. Stock bought in a normal H&M store can only be exchanged within H&M Selfridges within 28 days with a valid receipt, but only if H&M Selfridges has that particular garment in stock.

Please read the following for more information on our returns policy.
Find opening hours in our Store Locator.
Thank you guys for repeating H&M returns policies at me but I have already read them.
Lauralou123

You can return any item bought online within the first 14 days of … You can return any item bought online within the first 14 days of purchase (distance selling regulations). In regards to postage - I am not 100% sure. Ask the customer service team to call you back on your phone to save the expensive phone call chargers Hope that helps a little.



Cheers
ive returned an item, but was told dat they will only refund postage if the item arrived damaged. hope this helps
H&M Customer Services.....01315243810.....the non expensive phone number.
I found customer services great to deal with and I'm a grumpy old bloke.
hmm...i returned a jumper i bought online to a store and ended up out of pocket. they wouldnt refund postage which i expected but i think i also lost out somehow because i had used a discount code :-/
I returned shoes today, emailed complaining they had sent the wrong boots for my wife's Christmas but never got a reply. So phoned the expensive phone number waited in a queue for half an hour and finally talked to a real person. She was relatively nice, I was told to leave the boots in my blue bin for collection the net day with the return form filled in and a note saying they were wrong. Also said I'd be getting a £5 gift voucher by email but still no sign of that and the correct boots would be sent out. Don't hold out much hope of getting them before Christmas though.
H&M have not been selling online that long here in U.K so they going have to pull their finger out. I'll stick to going to their store, it's a good shop, good choice, good prices but I'm not expecting their online shopping that to be that great. Last time I looked online their website did not have a search bar which would come in handy.
I think I got caught up in the excitement of all the posted discount codes and sale! sale! sale! had the ol' £_£

Won't be ordering online from them again - too much hassle and their default payment service is an absolute con - who wants a store card balance in this day and age! I was one of the stupid ones that thought there would be a confirmation page to enter payment details, nope!
meghancatcat

I was really interested in hearing from someone who has actually returned … I was really interested in hearing from someone who has actually returned an item because no amount of reading their returns policy is making sense to me.Distance selling regulations only apply to the first 7 days of placing the order - I didn't receive the items until two and a half weeks after I placed the order!Edited By: meghancatcat on Dec 19, 2012 21:56



I thought your time starts from when you actually receive your goods, can anyone clarify?
You could also try and sell them on the for sale/trade thread, someone might want them.
Yes your time starts from when you receive the goods.
Also restocking fees are illegal in UK.
The contract only starts when you receive goods with respect to returns , guarantees , warrantys etc.
Can I return faulty dress without receipt all came away on holiday was very upset
lobb

Can I return faulty dress without receipt all came away on holiday was … Can I return faulty dress without receipt all came away on holiday was very upset


Hi lobb can I suggest contacting H&M with this question as I doubt they'll see this thread and it is a couple of years old now?
Post a comment
Avatar
@
    Text

    Top Discussions

    Top Discussions

    Top Merchants